Tommy Palomäki at Calabrio says it’s time to embrace the multi-generational revolution by attracting, nurturing and retaining the brightest contact center professionals, whatever their profile According to the International Customer Management Institute (ICMI), “for the first time in history, our workforce is comprised of four generations, and that will jump to five by 2020!”  Many headlines [...]

With customer expectations at an all-time high, brands have never been under more pressure to deliver a great customer experience if they want to compete for business and, ultimately, customer loyalty. For multichannel contact centers, that means being accessible when customers need help and offering unprecedented levels of service. This pressure to deliver such a […]

We are experiencing change all the time, and today, more rapidly so than ever. Products, technologies, the business landscape, expectations – they're all in a constant state of flux. This is nothing new. How companies are developing a competitive advantage has also changed. Customer care is the new competitive advantage In the eyes of many [...]

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. While many companies know that speech analytics is something they should do, the question we hear most often is: where do […]

Ben Willmott at Calabrio explains how action-based web tools are the new stars of the show when it comes to workforce management For today’s team leaders, every minute counts.  Shifting business requirements and changing customer habits mean it is vital for managers to have full visibility of their contact centre operations along with the power [...]

When a brand delivers great customer experience, customers are more likely to establish a positive connection and long-term loyalty towards that brand. Given this, most companies spend countless hours and resources looking for ways to improve customer experience strategies. However, the customer experience is only a part of the equation. Every day, company representatives interact […]

At this year’s Calabrio Nordic Forum we heard Kelly Tainton, a neuroscience and performance strategies specialist, speak on the performing brain and ‘why neuroscience beats management-babble.’ Kelly interestingly proclaimed that the biological and neurological processes that make a person, such as a contact center agent, skilled in their chosen profession aren’t easy to explain or [...]

This week, as we hosted customers and partners during our Calabrio Customer Connect (C3) conference here in Minneapolis, we took a deeper dive with many of our clients during breakout sessions as they discussed their experiences with Calabrio. One of the most popular topics was analytics, and we know that multichannel analytics are changing the […]