White Paper & Reports
Calabrio Named 2016 Workforce Optimization Solutions Company of the Year
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ANALYTICS IS ARGUABLY THE KEY DRIVER IN THE SUCCESS OR FAILURE OF CUSTOMER CONTACT TODAY.
Gaining insights from the Voice of the Customer (VoC) and metrics on agent performance is critical to the continual improvement of the Customer Experience, brand awareness, and customer loyalty.
Meanwhile, the decade-long drive to add multiple channels of customer interaction and the movement to omnichannel customer care has only complicated the contact center picture. Integrating disparate data silos, such as IVR, the Web, social media, and others has challenged the contact center in the mining of data and creating a holistic picture of contact center performance and customer sentiment.
WHY NOT MAKE YOUR PROCESS EASIER?
Calabrio strives to streamline the sometimes complicated process of implementation through product simplification and an integrated suite of products. Calabrio ONE is a suite of WFO solutions with a unified architecture for Workforce Management (WFM) and Quality Management (QM) that has integrated voice, text, and desktop analytics.