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Women in Tech: Q&A with Ri Zoldak

In honor of the annual Grace Hopper Celebration (GHC) of Women in Computing Conference that took place last week in Houston, Texas, I sat down with Calabrio’s Ri Zoldak, lead UX software engineer, to discuss her experiences as a woman in tech. In this Q&A, Ri talks about her journey to a career in software […]

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Reducing the Burden of PCI Compliance in the Contact Center

In recent years retailers have been among the top targets for cyber criminals. As credit card use continues to expand and data security breaches plague organizations across industries, protecting sensitive customer data ranks among the top priorities for executives. Since discount retailer Target reported a data breach affecting 40 million debit and credit card accounts during […]

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WFM win-win – for both management and employees

Those familiar with workforce management (WFM) know it brings about great, wonderful efficiency. Those, however, new to WFM may mistakenly regard it as primarily a management tool, to be used at the expense of staff; i.e. management versus staff. They may hesitate, thinking that because of this, staff acceptance will be difficult to achieve. This […]

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Does self-service reduce the need for WFM?

With the ever-growing number of self-service options on more and more online websites, managers may draw the hasty and erroneous conclusion, or take a short-sighted view that these self-servicing features will reduce their need for a WFM system – or, at the very least, eliminate the need to upgrade. After all, goes the reasoning, the [...]
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#ICYMI: Matt Matsui on the Power of Analytics

Analytics Q&A with Matt Matsui At this year’s Calabrio Customer Connect (C3), Matt Matsui, ‎senior vice president, product strategy and marketing at Calabrio, delved into the power of analytics, the capabilities behind it, and the potential for companies everywhere to employ analytics to better serve customers and gain more insights to drive corporate strategy. In […]

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WFM evolution …not revolution!

There is a reason you have invested in a WFM system. That reason is the promise of a better working world: a world where service levels are met with greater efficiency in staff numbers and higher occupancy levels, where adherence is managed well above the 90-percent rate and where satisfied agents feel empowered by having [...]
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Stay hot with right person, place & time so customers don’t grow cold

In an environment where the automation of processes and contacts scripting help provide customers with mass servicing that answers standard questions, a trend seems to be emerging: cases which require more in-depth, personal observation help niche contact centers to stand out by fostering the development of a very specialized set of skills. A sound, automated [...]
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Customer Engagement Leads to Top Line Growth

CEO Tom Goodmanson delivers keynote speech at Customer Connect 15 on how technology empowers customer contact centers to drive corporate strategy and revenue growth. Year over year, we’ve delivered on what we promised because we take your feedback to heart, integrating hundreds of product features based off of what we’ve heard from our business users. […]

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