Blog

Succeed in identifying escalations with calabrio analytics When a leading clothing retailer for men saw a rise in call escalations, the company knew it had to get to the bottom of why agents weren’t handling calls themselves. After all, a call escalation diverts a supervisor’s focus away from other important tasks, and agents should be […]

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 […]

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 […]

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, […]

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 […]

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 […]

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 […]