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Chatbots – the next step in the evolution of the contact center

Magnus Geverts at Calabrio says it’s time to wise up to the explosive growth of Chatbots while keeping human agents happy with effective workforce management Thanks to the rise of mobile texting and messaging apps, ‘chatbots’ or “chatter robots” are causing a stir in the world of customer service. In fact, Business Insider UK recently […]

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Top 3 Insights from the 2016 Global Contact Center Benchmarking Report

The contact center environment is always rapidly evolving If there’s one thing I’ve learned from being in this industry for more than a decade, it’s that when things change, they change very quickly. At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, […]

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To Bot or Not to Bot?

Recently, Facebook announced at its F8 developer conference that it would allow businesses to build “bot” technology for Facebook Messenger. Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The theory is that companies can better serve their customers using bots because they will be readily available when needed. There’s even the notion that chat bots could […]

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The power of social media – don’t lose out!

Today’s connected consumers are the ones driving the revolution in retailing. With the ever-expanding array of communication and social media platforms at their disposal, allowing them to research and shop anytime and anywhere, they often end up spending more than intended. However, with this retail revolution also comes new expectations and potential drawbacks. For instance, [...]
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3 Ways Integrated Analytics Can Solve Your Data Nightmare

When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers. How do you move from the collection phase to extracting insights and […]

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Leave the “If it ain’t broke, don’t fix it” mentality behind!

Why trading your manual spreadsheets for an automated WFM tool is a wise decision! Rolling out a new workforce-management (WFM) system is scary – I get that! What’s even scarier though is holding on to rudimentary methods in a world where the ways of communication are constantly changing. It just doesn’t cut it anymore… Picture [...]
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Guest Post: Springtime Renewal in the Contact Center

Springtime is traditionally a time of renewal, refreshment and rebirth. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days.  And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look […]

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How to kick start your mobile customer experience program

Imagine this scenario, a young woman is walking down the street on her way to work listening to music on her smartphone with her wireless headset while playing on one of her apps. When you think about it, this isn't some hypothetical story that is hard to imagine. It's our everyday life. We have become [...]
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