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3 Ways Calabrio is Building a Customer-Centric Culture



I have been extremely fortunate to be a part of Calabrio for a very long time—and have witnessed how our approach to helping customers has evolved.

When I began my career, the organization looked very different than it does today. My colleagues and I were technical trainers who help our clients get the most out of the Calabrio suite. Then, in 2013, Calabrio opened the Innovation Center, with a mission of bring the team’s collective knowledge and experiences to our entire client base in the form of best practices and innovative solutions to the contact center’s most pressing problems.

Today, I am excited to announce our latest evolution as a workforce engagement organization as I step into my new role as Calabrio’s Director of Customer Advocacy.

So, what does it mean to be a customer advocate? This is a question we have given a lot of thought to when we planned out the Customer Advocacy role. While advocacy can take many different forms, here are the three key pillars of customer advocacy I’ll be focusing on as we continue to look for ways to serve our clients.

3 Ways We’re Building an Even-More Customer-Centric Culture at Calabrio

Listening and Learning

One of the primary goals as a customer advocate is to network with our customers, listen, and learn from them. Every conversation we have helps us to better understand the challenges we are facing as an industry and where we are realizing our goals.

In this role I will have the opportunity to visit a large variety of organizations of every shape and size which enables us to learn and grow from your collective experiences.

Sharing Insights

Sharing the experiences collected from our clients with our internal team at Calabrio is an important step to ensure that we are meeting the needs of our clients. In addition, sharing your greatest challenges helps us determine our future areas of focus and inspires us to look for new, innovative ways to solve your most pressing issues.

Equally important is sharing your successes! Success stories truly motivate everyone at Calabrio as we view ourselves as partners to every one of our clients. Your success is critical to our success and as a customer advocate it is my mission to share these stories with our staff and our partners.

Educating on Best Practices

As someone who has built their entire career on learning from our customers I feel very strongly that we owe it to the industry to share the Best Practices we have collected over the years to help our clients and partners get the most out of your technical infrastructure and human resources. Having the opportunity to work with clients that run the gamut from virtually every industry gives us a unique perspective on the tips and techniques that can drive your organization to greater success in the future.


I have been very fortunate to be able to see the growth of the contact center industry over the last 20 years and I’m extremely excited to build this program within the Calabrio organization and connect with our customers on a deeper level. If you’re interested in learning more or wish to discuss ways in which your organization can deepen your partnership with Calabrio, please feel free to contact me via email or on Twitter. I look forward to hearing from you!

Dave Hoekstra, experienced in WFM and passionate about customer service.
Dave Hoekstra has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.
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