We’re less than one month away from C3 and here’s another installment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series. Cassy Dunn, business process improvement and program manager at Paychex, will present about change management and how the Paychex Center of Excellence is supporting employee engagement during C3, October 1‑4 at Red Rock […]

Here’s another installment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series. Ellen Hatton, risk oversight manager at J.D. Byrider, will share her story of moving from manual quality assurance scoring and processes to Calabrio Quality Management (QM), October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas. Name: Ellen Hatton Company: […]

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Technology has made huge advances in recent […]

  With Calabrio Customer Connect (C3) 2017 fast approaching, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. I connected with Ryan Bradley, director of the Center of Excellence at Erie Insurance, to talk employee engagement and data strategy. Ryan will be a part of our analytics expert […]

Customer experience to be a key differentiator: Five ways to ensure exceptional customer service from Ben Willmott at Calabrio In the next five years exceptional customer service will outpace products and price when it comes to corporate success.  Shep Hyken, in a Forbes article, quotes, “value and experience continue to trump price” as a trend [...]

During my tenure at Calabrio, Calabrio Customer Connect (C3) has become the highlight of my year, and I couldn’t be more excited for this year’s conference, taking place October 1-4 at the Red Rock Casino Resort & Spa in Las Vegas, Nevada. I’m always energized to see our customers, partners and prospects from across industries—and [...]

It might seem crazy to the rest of the world to start thinking about the holidays in August, but that is exactly what most contact centers are thinking about right now. In fact, contact centers—especially those in retail, travel and logistics—start planning for the next holiday season as soon as the current one passes. If […]

When Gartner creates a new market category, business leaders take notice. And that’s exactly what they did earlier this year for the contact center world. After recognizing how contact center workforce optimization (WFO) is rapidly expanding into employee engagement, Gartner created a new market category called “workforce engagement management (WEM)” to describe this new focus […]