This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. From creating improved customer experiences to […]

Connor Bourke, CEO of Optima WFM, a leading provider of managed WFM services that offers a combination of cutting-edge cloud-based technology solutions and highly experienced management, discusses the benefits and growth of the managed services model. What complex and difficult challenges can we in the contact center industry expect to face as a result of [...]

For contact centers, 2016 was the year of the cloud. It was the year when the cloud-based contact center infrastructure market hit its stride on a worldwide basis. Acceptance and adoption of these solutions continue to pick up momentum in North America, Europe and Asia, particularly in Australia and The Philippines. Cloud-based contact center solutions […]

"Big brother" in George Orwell's novel, Nineteen Eighty-Four, still comes to mind to some as soon as they hear the words, "workforce management" (WFM). True, one can't deny that WFM isn't a control mechanism of sorts but control isn't necessarily evil. The control that automated WFM provides is actually like a radar system in an [...]

In the past, the contact center has been viewed as a cost center that was simply focused on resolving customer problems. However, with features like analytics, many brands have discovered that the contact center is actually on the front lines of managing and cultivating customer relationships. In fact, customers will seek out brands that have […]

There are many compelling reasons to put contact center solutions, including workforce optimization (WFO) applications, in the cloud. Some of the top ones are: It allows companies to get the system up and running and delivering information and benefits much more quickly. It comes with highly experienced resources who are fully trained in using the […]

Magnus Geverts at Calabrio explains how to turn ‘uberization’ to your advantage using the latest WFM technology to motivate staff and keep customers happy The term ‘uberization’ is fast becoming part of modern language and comes from Uber, a ride sharing app enabled by GPS and mobile technology that has taken the international transportation industry [...]

Seven strategies for building trust in contact centers from Magnus Geverts of Calabrio Every year I get the opportunity to meet with hundreds of leaders from contact centers from all over the world. What makes some of them more successful than others? It’s fair to say that processes can go a long way to help [...]