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Guest Blog: 6 Key Considerations Before Including Chatbots In Your Customer Service Strategy
As communication channels multiply and the potential of chatbot-driven service grows, Monika Götzmann, guest blogger for Calabrio and EMEA Marketing Director of Miller Heiman Group, highlights what needs to be considered before taking a grip on this opportunity. Chatbots have emerged as one of the biggest customer service technology breakthroughs of recent times. Indeed, the [...]Read More
Don’t Rely on Luck. Why You Need to Invest in Workforce Management
Read MoreDo you believe luck plays a significant part in your own career? What about the role luck plays in driving positive business results for your contact center? A recent simulation by two Italian physicists and an Italian economist attempted to quantify the role of luck and talent in successful careers. Their results—which correspond with studies based […]
Countdown to Enterprise Connect 2018: The Growing Promise and Appeal of Contact Center as a Service (CCaaS)
Read MoreIn our first “Countdown to Enterprise Connect” blog, we discussed how social enterprise Orion Industries partners with Calabrio to further its mission of helping individuals overcome barriers to gainful employment. It’s a great use case and an amazing example of an innovative company using Contact Center as a Service (CCaaS) to do great work. Speaking […]
Countdown to Enterprise Connect 2018: How Calabrio Helps Orion Industries Drive Social Change
Read MoreEnterprise Connect is one of Calabrio’s biggest events of the year. That’s why we’re so pleased to host in our Enterprise Connect 2018 booth in Florida next week a very special guest—Bill Holder, director of strategic partnerships at Orion Industries. Orion holds a special place in my heart because it’s a social enterprise whose […]
Infographic: 3 Essential WFM Scheduling Tools
Read MoreIt’s time for your contact center team to work smarter—not harder—and Calabrio can help. Here are three must-have workforce management (WFM) scheduling tools to help you easily balance your agents’ work-life balance desires with your organization’s work rules and staffing needs. Give agents the flexibility and freedom they crave by offering alternative methods to contact center […]
4 Tips for Starting Your Contact Center Analytics Journey
Read MoreIt was Oliver Wendell Holmes, Sr. who said, “A moment’s insight is sometimes worth a life’s experience.” Nowhere is this truer than in today’s contact center. Contact centers that capture and analyze customer data from multiple channels are rewarded with a clearer view of customer needs, and the ability to provide differentiated customer service experiences […]
The future of voice – six step survival guide for contact centers
Voice is no longer the endangered species many would have us believe. It all comes down to adaptability and flexible workforce management (WFM). Voice may no longer be at the top of everyone’s technology wish list but the old beast still has plenty of life left. Just listen to the experts: research indicates that inbound [...]Read More
We Believe Calabrio’s Commitment to Customers Shines in the Gartner Magic Quadrant for Workforce Engagement Management
Read MoreEvery day, customers depend on the companies they trust to provide the products and services they need. But that trust isn’t built on product alone—it is developed (or destroyed) based on how employees treat customers, and we know that contact center teams play an integral part in building the connection that drives loyalty. At Calabrio, […]
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