When you’re managing a contact center, there are several factors that go into fostering the development of your customer care representatives – workforce optimization and management are the bare essentials, but we all know that it takes a lot more than that. At Calabrio, we know the success of a contact center is directly tied […]

The Calabrio culture is important to us With any company, there’s something that goes beyond the tangible things that are sold. It’s culture, and it changes everything about doing business. Good business isn’t a transactional experience. It’s a shared one. It’s relationship building. We’re incredibly proud that when a customer partners with Calabrio it’s only […]

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 […]

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 [...]

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 […]

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 [...]

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. […]

It is pretty much common knowledge today that success is driven by excellent customer experiences. The question is, how do you provide it? The answer is quite obvious - through proper training of your employees at all levels. Teleopti partner USAN has recently published an article where they reflect on the assumption that 80% of [...]