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Catalyzing Growth by Focusing on Customers and Employees

C3 2016 in Minneapolis Our C3 conference kicked off this week here in Minneapolis, and we are thrilled that nearly 400 attendees have decided to spend the next three days with us to learn more about our vision for the coming year, hear from other customers about how they’re using Calabrio, and attend breakout and […]

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Freedom to Launch: Calabrio ONE is the solution for the modern contact center

At Calabrio, we’re all about freedom. Our mission is to give contact centers around the world the freedom, flexibility and omnichannel tools they need to stay on top of what customers want and create a great experience—every time and across every channel. With this in mind, we built Calabrio ONE to deliver on that promise […]

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Welcome to our world of empowering Workforce Management!

Through the eyes of a typical contact centre, Ben Willmott at Calabrio takes a look at how empowering the latest Workforce Management technology can be There is a motto that says, ‘take care of your employees – engage them, empower them, satisfy them and customer satisfaction will follow”. If you don’t look after your staff, [...]
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Your Contact Center Superhero

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization Under-funded Viewed purely as a cost center The first place budget is cut when the need arises And staffed by entry-level employees Not exactly the standard definition for a superhero. But for customer-centric organizations, the […]

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Why Self-Service is the Future of Customer Engagement

As consumers, we all love the convenience of online self-service. We can buy products or find information online, 24/7, in our PJs, from our patio, if that’s what we want do. We’ve come to expect immediate gratification via electronic service delivery. Yet the more we progress technologically, the more personally disconnected we become. We’re more […]

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Why Contact Centers Aren’t Ready for Omnichannel

The potential of “omnichannel” when it comes to contact centers is undeniable. Your customers prefer different modes of communication—phone, email, chat, social media… Let them choose how they connect with and receive support from your contact center agents, and you score high for ease of doing business, right? But omnichannel can have a dark side. […]

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The evolution of WEM: goodbye traditional operational management – hello engaged, well-managed employee

Earlier this year, Gartner, the research analyst firm, changed its Magic Quadrant evaluation category from Workforce Optimization (WFO) to Workforce Engagement Management (WEM), highlighting an adjustment in what they view as important for the Contact Center industry. Such a renaming and refocusing goes hand in hand with the needs and values that we here at [...]
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New Term – New Customers

Starting a new term feels full of promise.  Ben Willmott at Calabrio, considers how contact centers can match service to today’s new young consumers - tomorrow’s big spenders Young people today make up the fastest-growing and most influential group of consumers and it’s high time we took notice of them and really listened to what [...]
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