To continue our Q&A series, I sat down with Skyler Grammer, machine learning engineer at Calabrio (and rocket scientist), to learn more about how machine learning is becoming the secret weapon in business. Below, Skyler talks about how data analytics leads to better decision-making than gut feelings and how machines can go from naïve to […]

Teleopti Wins Frost & Sullivan’s 2016 EMEA Customer Value Leadership Award Since Calabrio’s inception in 1992, we’ve been working relentlessly on raising employee engagement and satisfaction – both in our own internal operations and in our workforce management (WFM) solution. Our efforts have now been rewarded with the prestigious 2016 EMEA Customer Value Leadership Award […]

If you are in a product or service-oriented industry, it should come as no surprise that the way you engage with your customers means everything. How well you know them, whether you can provide personalized service, and if you can earn their trust and loyalty can all mean the difference between your customers spending their […]

Capacity planning isn't getting the attention it deserves, nor is it valued, as it should be and a real disservice to those who do it. The general perception is that "any" capacity planning process is valid and accurate. But in my opinion, even understanding the skill level required to create an accurate capacity plan is [...]

I sat down recently with Calabrio’s Margaret Potter, data scientist, to discuss the importance of data science and analytics to business. In this Q&A, Margaret shares her unorthodox journey to becoming Calabrio’s resident “math lady,” and why the people behind the tools are still the cornerstone of success when it comes to analytics. Q: Tell me [...]

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 […]

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, […]

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 […]