How to Get Started with Advanced Analytics for QM and Compliance
“I need to know how many calls were fielded from East Coast customers during the past six months who were having problems with their check cards. Oh, and I want to know which of those calls were from customers in our loyalty program, and how many were men between 35 and 44, and which wear [...]
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From Tom Goodmanson
New never gets old. At Calabrio, we like the surge of adrenaline that comes when new solutions and services spring to life. We’re proud to be at the forefront of change and innovation. It’s no surprise that the contact center industry continues to grow as organizations around the world realize the tremendous value that can […]
Desktop Analytics: It’s Not Just What You Say, It’s What You Do
Find out how Calabrio desktop analytics can hold your workforce accountable Big Data is like a puzzle: there’s a lot of great information, but if you don’t have every piece you need, then you can’t complete the picture. Having the big picture is important when you are relying on the data to make informed business […]
Meet Your New Market Research Team: The Contact Center
Marketers have it easy – right? Data from various sources, including social media, are providing streams of new information rich with insight from customers about what they like – and don’t like – about a company’s products, advertisements, positioning, etc. With so much information pouring in from all angles, it can be overwhelming for CMOs. And, […]
Desktop Analytics for the Masses
Calabrio integrates Desktop analytics With the advent of Calabrio’s Web 2.0-based Calabrio ONE workforce optimization platform a couple of years ago, the company has earned a reputation for offering contact center solutions for the masses. Not only are Calabrio’s solutions easy to use, their graphical user interfaces and familiar drop-down menus mean that no specialized […]
Why Scalability is Important in a Call Recording Platform
In the communications industry, the word “scale” is typically associated with the addition of more equipment—a notion that is also tied to more cost and complexity. At Calabrio, however, we feel that scalability should be less about growing bigger, and instead growing better. We strive to make activities in the contact center simpler, yet more […]
4 Steps to Increase the ROI of Your Call Recording Software
Call recording has significantly evolved since first introduced to the contact center industry. Solutions have advanced to be essential and active initiatives inside of businesses seeking to strengthen customer satisfaction, adhere to regulations, reduce customer call disputes and effectively monitor compliance. As the applications have become more mission critical, however, the complexity of key underlying […]
Finding Simplicity in Big Data
Big Data is top-of-mind for many of us in the information technology sector because it presents a big challenge and a greater opportunity. IDC estimates that each year the digital universe creates and replicates 1.8 zettabytes of information—that’s 1.8 trillion gigabytes. In order to extract the value that lies within this data, businesses must adopt […]
