Calabrio Press Coverage in 2020 and earlier
REMOTE WORKFORCE MANAGEMENT – FROM SURVIVE TO THRIVE IN 3 EASY STEPS
December 15, 2020
Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times… Read more from Directors’ Club Newswire here.
GOING ALL-REMOTE WITHOUT THE CLOUD? UNLIKELY, SAY CONTACT CENTER LEADERS
December 14, 2020
Cloud-based technologies in the contact center offer many benefits compared to on-premises solutions. Read more from Customerzone360.com here.
WFH GOES HAND IN HAND WITH WFM, SAY MITEL AND CALABRIO
December 9, 2020
We are nearly at the end of the year; Christmas is looming and unfortunately businesses have had to endure a second lockdown. Read more from UC Today here.
TELARUS PARTNERS GET UJET CONTACT CENTER SOLUTIONS
December 8, 2020
Telarus partners are getting access to Ujet contact center solutions under a new agreement between the master agent and vendor. The partnership gives Telarus partners full access to Ujet’s contact center products and features. And businesses can fully integrate support into their existing mobile experience. Read more from Channel Partners here.
DON’T MAKE CUSTOMER SERVICE AGENTS WAIT FOR SELF SERVICE TOOLS
December 7, 2020
Recently, I had the pleasure of both presenting at and listening in to several sessions at the recent Calabrio C3 Connect conference. That allowed me to immerse myself in the world of Workforce Engagement Management (WEM) and the contact center agent’s experience. Read more from Forbes here.
MANAGING AND TRAINING REMOTE AGENTS: WHAT WE’VE LEARNED SO FAR
December 7, 2020
When the COVID-19 pandemic sent workers across industries home in mid-March 2020, it presented several unique challenges for contact center organizations. Read more from Customerzone360.com here.
THE ROCKET MAN AND A WATERSHED YEAR
December 1, 2020
A conversation with Calabrio CEO Tom Goodmanson on the past year and what 2021 may hold for the industry. Read more from Contact Center Pipeline here.
KEEPING THE BUZZ ALIVE WITH REMOTE WORKING
November 30, 2020
We are nearly at the end of the year; Christmas is looming and unfortunately businesses have had to endure a second lockdown. Read more from The HR Director here.
30 CONTACT CENTRE PREDICTIONS FOR 2021
November 25, 2020
Our panel of experts share their predictions for how the contact centre industry will change and develop in 2021. Read more from Call Centre Helper here.
CALABRIO ONE: AGILITY TO MEET THE NEW ERA FOR CONTACT CENTRES
November 24, 2020
The world of work has evolved, as have the needs of the modern contact centre. To stay ahead, companies must develop a truly agile way of delivering customer service. Read more from Contact-Centres.com here.
FORGEROCK NAMED A LEADER IN 2020 GARTNER MAGIC QUADRANT FOR ACCESS MANAGEMENT
November 23, 2020
SAN FRANCISCO–(BUSINESS WIRE)– ForgeRock®, a leading digital identity provider, today announced it has been positioned by Gartner, Inc. as a Leader in the 2020 Gartner Magic Quadrant for Access Management*. ForgeRock was among 11 vendors evaluated in the report. Read more from StreetInsider.com here.
CALABRIO SHARES FUTURE-PROOFING TIPS FOR CONTACT CENTRES
November 20, 2020
Customer expectations are only continuing to grow in this new, digital age. In the contact centre, the pandemic has ignited a new need for more meaningful experiences between brands and their customers. Companies need to work harder than ever to support clients when agents are working remotely, and face-to-face interactions are no longer possible. Read more from UC Today here.
TURN CUSTOMERS INTO FANS WITH HELP FROM A CX ROCKSTAR
November 18, 2020
The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Ed Creasey of Calabrio discusses how successful Contact Centre Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Read more from Contact-Centres.com here.
HOW CAN CUSTOMER SERVICE MANAGERS BOOST THEIR CUSTOMER EXPERIENCE SKILLS?
November 18, 2020
Ed Creasey of Calabrio discusses how successful customer service managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Read more from Call Centre Helper here.
CONTACT CENTERS PLAY AN IMPORTANT ROLE IN CUSTOMER LOYALTY
November 12, 2020
The COVID-19 pandemic has dramatically shifted daily routines…. Read more from Loyalty360 here.
SPEECH ANALYTICS MARKET EXPECTED TO MORE THAN DOUBLE IN 5 YEARS
November 10, 2020
Research firm MarketsandMarkets valued the current global speech analytics market at $1.525 billion and projects it to reach $3.82 billion by 2025, growing at a compounded annual reate of 20.2 percent. In its latest research report, the firm notes that speech analytics is “a software tool that automates the overall process of delivering insights from customer interactions.” Read more from Speech Technology here.
7 WAYS TO AVOID REMOTE WORK BURNOUT IN CALL CENTERS
November 9, 2020
Agents interact with customers throughout the day, trying to resolve their issues while dealing with the challenges of limited outlets and tools in their home offices. Remote work burnout can mean both physical and mental exhaustion and can lead to a drop in job performance, which may put additional stress on the individual. Read more from SearchCustomerExperience here.
5 WAYS CHATBOTS IMPROVE EMPLOYEE EXPERIENCE
November 9, 2020
Many companies use AI chatbots on their websites to give customers a way to instantly access information about products and services. More businesses are discovering that chatbots can be used to improve the employee experience, too. Read more from Reworked here.
5 WAYS CHATBOTS IMPROVE EMPLOYEE EXPERIENCE
November 9, 2020
Many companies use AI chatbots on their websites to give customers a way to instantly access information about products and services. More businesses are discovering that chatbots can be used to improve the employee experience, too. Read more from CMS Wire here.
CALABRIO ANNOUNCES ANALYTICS COMPETITION AND ONE AWARDS AT VIRTUAL CUSTOMER EVENT
November 9, 2020
This year, customer experience management solutions provider Calabrio held its annual user event, Customer Connect (C3 (News – Alert)), as a virtual event. They will share $100,000 in prize money for their accomplishments to use in their contact centers. In addition, Calabrio donated a total of $10,000 to a group of charities chosen by the winners. Read more from TMCNet here.
CUSTOMERS CONTINUE TO HAVE HIGH EXPECTATIONS OF CONTACT CENTRES
November 6, 2020
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres according to Calabrio Director of Pre-Sales International, Ed Creasey. Read more from ChannelEye here.
LOOK FORWARD NOT BACK: 4 WAYS TO FUTURE-PROOF YOUR CONTACT CENTRE
November 5, 2020
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”. Read more from Director’s Club Newswire here.
LOOK FORWARD NOT BACK: 4 WAYS TO FUTURE-PROOF YOUR CONTACT CENTRE
November 4, 2020
Ed Creasey of Calabrio discusses how contact centres can use technology to meet the needs of their virtual workforce and customers in the “new normal”. Read more from Call Centre Helper here.
LOOK FORWARD NOT BACK: 4 WAYS TO FUTURE-PROOF YOUR CONTACT CENTRE
November 4, 2020
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”. Read more from Response Source here.
CALABRIO LAUNCHES NEW WORKFORCE ENGAGEMENT MANAGEMENT TO EMPOWER EMPLOYEES
October 30, 2020
Calabrio launched Calabrio One at Calabrio Customer Connect, its first virtual conference this week. Calabrio One is a cloud-based workforce engagement management (WEM) suite and brings together the functionality of Teleopti and Calabrio into a single solution. Read more from Enterprise Times here.
NO JITTER ROLL: CLOUD PLATFORM UPDATES; INTEGRATIONS
October 30, 2020
In this week’s No Jitter Roll, we share news surrounding cloud communications platform updates as well as partner expansions, live video captioning, and a Zoom integration. Read more from NoJitter here.
CALABRIO UNVEILS NEW WORKFORCE ENGAGEMENT MANAGEMENT SUITE
October 28, 2020
The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility and engagement demands of the modern contact centre in the new era of work and customer experience. Read more from Callcentrehelper.com here.
CALABRIO SPOTLIGHTS WINNERS OF ANALYTICS COMPETITION AND ONE AWARDS AT VIRTUAL CUSTOMER CONFERENCE
October 28, 2020
Calabrio, the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, C3 was held as a virtual event. Read more from ResponseSource here.
CALABRIO UNVEILS NEW PLATFORM FOR A NEW ERA OF WORKFORCE AND CUSTOMER ENGAGEMENT
October 28, 2020
Calabrio, the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. Read more from ResponseSource here.
CALABRIO SPOTLIGHTS WINNERS OF ANALYTICS COMPETITION AND ONE AWARDS AT VIRTUAL CUSTOMER CONFERENCE
October 28, 2020
Calabrio, the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, C3 was held as a virtual event. Read more from The Baytown Sun here.
CALABRIO UNVEILS NEW PLATFORM FOR A NEW ERA OF WORKFORCE AND CUSTOMER ENGAGEMENT
October 28, 2020
Calabrio, the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. Read more from AIThority here.
CALABRIO UNVEILS NEW PLATFORM FOR A NEW ERA OF WORKFORCE AND CUSTOMER ENGAGEMENT
October 28, 2020
Calabrio, the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. Read more from SalesTech Star here.
CALABRIO LAUNCHES NEW VERSION OF CALABRIO ONE
October 27, 2020
Calabrio today introduced the newest version of its Calabrio ONE workforce engagement management (WEM) suite at its virtual Calabrio Customer Connect(C3) conference. Read more from Smart Customer Service here.
CALABRIO UNVEILS NEW PLATFORM FOR A NEW ERA OF WORKFORCE AND CUSTOMER ENGAGEMENT
October 27, 2020
The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility and engagement demands of the modern contact centre in the new era of work and customer experience. Read more from Customer Service Manager here.
CALABRIO UNVEILS NEW PLATFORM, CALABRIO ONE
October 27, 2020
The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility, and engagement demands of the modern contact center in the new era of work and customer experience. Read more from MarTechSeries here.
CALABRIO UNVEILS NEW PLATFORM FOR NEW ERA WFM & CUSTOMER ENGAGEMENT
October 27, 2020
Calabrio, the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. Read more from Contact-centres.com here.
CALABRIO UNVEILS NEW PLATFORM FOR A NEW ERA OF WORKFORCE AND CUSTOMER ENGAGEMENT
October 27, 2020
Calabrio, the customer experience intelligence company, today unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. Read more from TMCNet News here.
CALABRIO UNVEILS NEW PLATFORM FOR A NEW ERA OF WORKFORCE AND CUSTOMER ENGAGEMENT
October 27, 2020
Calabrio, the customer experience intelligence company, today unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. Read more from Costumer Think here.
NEW ERA WEM SOLUTIONS MUST SOLVE MODERN CONTACT CENTER CHALLENGES
October 27, 2020
The COVID-19 pandemic sparked an evolution in customer behaviors and preferences, the way agents need to work and the processes that managers need to implement to run a successful contact center. It seems these industry changes are here to stay. Read more from CostumerZone360.com here.
CALABRIO EXECUTIVE INTERVIEW
October 27, 2020
The importance of creating stronger human connections in business has come back into focus as consumers demand more from agents and from the customer experience. Read more from CrmXchange here.
HOW ARE CUSTOMER EXPECTATIONS CHANGING AND WHAT DOES THAT MEAN FOR US?
October 21, 2020
Our panel of experts share examples of how customer expectations are changing and how contact centres can react. Read more from Callcenterhelper.com here.
TRENDING TECHNOLOGY
October 12, 2020
Calabrio, a Minneapolis-based contact-center software company, has been helping its clients make and maintain connections to customers. Most of those clients’ employees-including customer service representatives, technical support people, and health care advisors such as nurses are working from home. Read more from the Twin Cities Business Magazine here.
BROADSOURCE PARTNERSHIP WITH CALABRIO COMES AT A CRUCIAL TIME FOR CONTACT CENTRES
October 2, 2020
BroadSource, a leading provider of cloud collaboration and contact centre solutions, today announced a partnership with Calabrio, the customer experience intelligence company, enabling BroadSource customers to quickly deploy a cloud workforce engagement management suite that delivers operational efficiency and effectiveness across every agent location; including home based workers. Read more from the Sales Tech Star here.
BROADSOURCE PARTNERSHIP WITH CALABRIO COMES AT A CRUCIAL TIME FOR CONTACT CENTRES
October 2, 2020
BroadSource, a leading provider of cloud collaboration and contact centre solutions, today announced a partnership with Calabrio, the customer experience intelligence company, enabling BroadSource customers to quickly deploy a cloud workforce engagement management suite that delivers operational efficiency and effectiveness across every agent location; including home based workers. Read more from the Telecom Reseller here.
TOM GOODMANSON OF CALABRIO: HOW WE PLAN TO REBUILD IN THE POST COVID ECONOMY
October 2, 2020
When situations are not predictable, the routine is snapped, and this allows for breakthroughs and more creative thinking. Now more than ever, companies cannot afford to fear straying from the status quo, that stifles creativity. Read more from Authority Magazine here.
NEWS : BROADSOURCE ANNOUNCES PARTNERSHIP WITH CALABRIO
September 29, 2020
BroadSource, a provider of cloud collaboration and contact centre solutions, announced a partnership with Calabrio, a customer experience intelligence company, enabling BroadSource customers to quickly deploy a cloud workforce engagement. Read more from Contact Center World here.
THE CONTACT CENTRE: EMBRACING THE EVOLVING WORLD OF WORK
September 28, 2020
How have customer service organizations had to evolve during the COVID-19 pandemic? To gain a better understanding of this, our partner Calabrio surveyed 300 contact centre professionals. These insights reveal key trends that will define the contact centre of tomorrow. Read more from the Director’s Club Newswire here.
WE SPOKE TO TOM GOODMANSON OF CALABRIO ON HOW TO REBUILD IN THE POST COVID ECONOMY
September 26, 2020
Tom Goodmanson is the president and CEO of Calabrio, the global customer experience intelligence company that builds software to enrich human interactions. Since 2008, Tom has led Calabrio’s vision, culture and growth to 700 employees today, helping more than 6,000 customers around the world engage with and understand their customers. Read more from Bitbean here.
TRANSLATING THE VOICE OF YOUR CUSTOMER (VOC) INTO BUSINESS INTELLIGENCE
September 23, 2020
With customer service and support, figuring out why something happens can be just as important as figuring out what happened. In fact, sometimes the “why” is even more revealing than the “what.” Read more from KM World here.
PCI PAL ANNOUNCES PARTNERSHIP WITH CALABRIO AND JOINS THE CALABRIO MARKETPLACE
September 23, 2020
PCI Pal®, the global provider of secure payment solutions, announced a partnership with Calabrio, the customer experience intelligence company, to launch its secure payment solutions in the Calabrio Marketplace. Read more from the Director’s Club Newswire here.
SUCCESSFUL CONTACT TRACING: SETTING UP, SCALING AND ADVANCING OPERATIONS
September 22, 2020
This September, back-to-school conversations have involved not just parents and children but also government officials and medical professionals who are grappling with how to control the spread of COVID-19. Read more from Government City News here.
PCI PAL ANNOUNCES PARTNERSHIP WITH CALABRIO AND JOINS THE CALABRIO MARKETPLACE
September 22, 2020
PCI Pal®, the global provider of secure payment solutions, today announced a partnership with Calabrio, the customer experience intelligence company, to launch its secure payment solutions in the Calabrio Marketplace. With PCI Pal joining the Calabrio Developer Program, Calabrio’s customers and channel partners will now be able to take advantage of PCI Pal’s secure payment solutions for Cardholder Not Present payments via telephone and digital channels. Read more from OA Online here.
2RING AND CALABRIO WORK TOGETHER TO ENHANCE CISCO FINESSE
September 15, 2020
Calabrio and 2Ring have joined forces to significantly boost agent and supervisor experiences in Cisco contact centers by integrating selected features from Calabrio Quality Management (Call Recording) and Calabrio Workforce Management (WFM) into Cisco Finesse via the use of 2Ring Gadgets for Cisco Finesse. Read more from Tellicom Reseller here.
WHAT WILL THE FUTURE OF HEALTHCARE LOOK LIKE?
September 14, 2020
For the latest on what’s new, what’s trending, or what’s next, 24/7 all talk, all healthcare and health IT. Listen on any device to the biggest thought leaders of the industries. Listen for more from Healthcare Now Radio here.
LPG SPOTLIGHT: SUPERIOR PROPANE
September 1, 2020
Focused on retaining more customers, Ontario-based Superior Propane partnered with an analytics platform to ensure high-quality customer service. Read more from LP Gas Magazine here.
THE NEW WORLD FOR CONTACT CENTERS MAY BE WHERE WE WERE ALREADY HEADED
September 1, 2020
So far, 2020 has been nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. Virtually overnight, hundreds of thousands of agents transitioned to working remotely and the approach, management and infrastructure of contact centers were completely restructured. Read more from Contact Center Pipeline here.
MSPBJ SEMINAR: NAVIGATING THE COVID LANDSCAPE FOR TECHNOLOGY COMPANIES
August 28, 2020
The Minneapolis-St. Paul Business Journal held a panel discussion on the topic of the COVID-19 pandemic and technology. Panelists included John Emerick, CFO at Code42, and Kurt Shenk, technology industry senior analyst at RSM. Jenny Kray, CFO of Calabrio, served as moderator. Read more from Minneapolis/St. Paul Business Journal here.
THE AUTOMATED WORKFORCE PLANNING OF THE FUTURE
August 26, 2020
Calabrio revolutioniert die Art und Weise, wie Unternehmen ihre Kunden aktiv mit einbeziehen können. Calabrio ONE vereint in seiner Workforce Optimization Suite (WFO) eine Vielzahl von Möglichkeiten: Anrufaufzeichnung, Qualitätsmanagement, Workforce Management, Sprachanalyse sowie Reporting & Analytics auf hohem Niveau. Read more from CallCenterProfi here.
HOW AUTOMATED ANALYTICS CAN ELEVATE AGENT PERFORMANCE AND EXPERIENCE
August 25, 2020
As a business process outsourcer (BPO) or outsourcing contact center, your agents serve as the face of your clients’ businesses. Low performance and high agent turnover can have a negative impact on the overall business. This can manifest in reduced end-customer loyalty and satisfaction. Read more from Connections Magazine here.
GENESYS LAUNCHES MULTI-CLOUD ARCHITECTURE FOR CONTACT CENTRES
August 19, 2020
The newly containerised architecture of Genesys Engage built using open standards enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers. Read more from Data Center News here.
GENESYS ANNOUNCES INDUSTRY’S FIRST NATIVE MULTI-CLOUD ARCHITECTURE
August 18, 2020
Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in a more personalised service that drives customer engagement and loyalty. Read more from Devdiscource here.
HOW TO EMBRACE THE EVOLVING WORLD OF REMOTE WORK
August 14, 2020
Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. Read more from MyCustomer here.
GENESYS UNVEILS INDUSTRY’S FIRST TRUE MULTICLOUD ARCHITECTURE FOR CONTACT CENTRES
August 13, 2020
Genesys, a global leader in cloud customer experience and contact centre solutions, has announced the industry’s first native multicloud architecture. Read more from Directors Club here.
GENESYS UNVEILS INDUSTRY’S FIRST TRUE MULTICLOUD ARCHITECTURE FOR CONTACT CENTERS
August 13, 2020
Genesys, a global leader in cloud customer experience and contact center solutions, has announced the industry’s first native multicloud architecture. Read more from MarTechSeries here.
3 WAYS TO EMBRACE THE EVOLVING WORLD OF REMOTE WORK
August 6, 2020
3 ways to embrace the evolving world of remote work – Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. Read more from Directors Club here.
WAYS TO EMBRACE THE EVOLVING WORLD OF REMOTE WORK
August 6, 2020
3 ways to embrace the evolving world of remote work – Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. Read more from contact-centres here.
BUILDING A CONTACT TRACING CENTER: HOW DO WE GO ABOUT IT?
July 31, 2020
The Centers for Disease Control and Prevention (CDC) has been very clear since the beginning of the COVID-19 pandemic – the country needs a reliable contact-tracing solution to safely open the country. Read more from Call Center Times here.
HOW THE GEN Z WORKFORCE IS DRIVING CUSTOMER SERVICE TECHNOLOGY DESIGN: TIPS TO BUILD (AND KEEP) A GEN Z WORKFORCE
July 31, 2020
Gen Z, typically defined as those born between 1995 and 2010, now outnumber millennials and make up 40% of the workforce and consumer population. They have a unique perspective on customer service and engagement defined by a desire to be fair to all, to listen and to be heard. Read more from Directors Club here.
SPEECH ANALYTICS BOOSTS CUSTOMER SERVICE FOR BLUEGRASS CELLULAR
July 27, 2020
Bluegrass Cellular, a wireless service provider based in central Kentucky, offers national and international service to customers in 34 of the state’s counties. It prides itself on outstanding customer support, which led it to merge two similar support teams into a single technical support team. Read more from DestinationCRM here.
SEAMLESS CUSTOMER EXPERIENCES REQUIRE SIMPLIFIED OPERATIONS, CX NETWORK SPEAKER CONTENDS
July 20, 2020
Simplified contact center workflows provide better experiences for both customers and employees, Ed Creasey, Calabrio’s director of pre-sales, said during last week’s CX Network Contact Center seminar. Read more from DestinationCRM here.
CLOUD CONTACT CENTER PROVIDER UJET UNVEILS FIRST PARTNER PROGRAM
July 14, 2020
CALABRIO: PANDEMIC ACCELERATES CONTACT CENTRE TRANSFORMATION
July 14, 2020
The world of work is changing for contact centres. Read more about these changes from UC Today here.
UJET AND CALABRIO ALL SET TO ENHANCE CLOUD CONTACT CENTER
July 8, 2020
The partnership will combine UJET’s new customer support with Calabrio’s leading workforce and customer engagement solutions, and deliver a cloud-native, digital-first, and human-centric platform. Read more from Toolbox Tech here.
NEWS : USAN ANNOUNCES PARTNERSHIP WITH WORKFORCE ENGAGEMENT MANAGEMENT PROVIDER CALABRIO
July 7, 2020
As a Calabrio Certified Implementation Partner and a Reseller Partner, USAN can now sell, design, and implement Calabrio ONE capabilities for small and midsize business (SMB) through to enterprise contact centers. Read more from Contact Center World here.
THE DIFFERENCE BETWEEN CUSTOMER SENTIMENT ANALYSIS AND CUSTOMER DISTRESS INDEX AND WHY YOU SHOULD PAY ATTENTION
July 6, 2020
Why should B2B customer support teams pay attention to customer sentiment and CDI? And how do they convert what they glean from analyses into actionable information? Read how from Business2Community here.
AVAYA CLOUD OFFICE BY RINGCENTRAL GAINS MOMENTUM
July 3, 2020
Partners can now leverage both UJET and Calabrio, and bring forward a solution that provides the modern workflows, features and reporting intelligence they need. Read more about this partnership from Channel Partners here.
UJET AND CALABRIO PARTNER TO DRIVE NEW WAVE OF CLOUD CONTACT CENTER
July 2, 2020
Strategic and Technology Partnership Delivers Modern, Digital-First Customer Interactions with a Human-Centric Approach. Read more from MarTech Series here.
UJET AND CALABRIO PARTNER TO DRIVE NEW WAVE OF CLOUD CONTACT CENTER AND WORKFORCE ENGAGEMENT SOLUTIONS
July 2, 2020
Strategic and Technology Partnership Delivers Modern, Digital-First Customer Interactions with a Human-Centric Approach. Read more about this partnership from AiThority here.
NEW PARTNERSHIP CAN HELP YOU BE A BETTER LISTENER
July 2, 2020
After months in total or semi-isolation, today’s customers – especially those with less disposable income due to economic shutdowns – have an even greater need to feel heard by the customer service teams they contact. But what customers actually mean when they say they want to be “heard” might surprise you. Read more from Callcentrehelper.com here.
NEWS : UJET AND CALABRIO PARTNER TO DRIVE NEW WAVE OF CLOUD CONTACT CENTER AND WORKFORCE ENGAGEMENT SOLUTIONS
June 30, 2020
A deep cloud-to-cloud integration between the platforms addresses the need, accelerated by the pandemic, for contact centers to rapidly deploy, modernize and decentralize customer support operations. Read more from ContactCenterWorld here.
STAR TRIBUNE NAMES CALABRIO A 2020 TOP 150 WORKPLACE
June 30, 2020
UJET AND CALABRIO PARTNER TO DRIVE NEW WAVE OF CLOUD CONTACT CENTRE AND WORKFORCE ENGAGEMENT SOLUTIONS
June 30, 2020
UJET Inc., a leading provider of cloud contact centre solutions, and Calabrio, the customer experience intelligence company, announced a strategic and technology partnership enabling support teams to quickly deploy a cloud contact centre that delivers efficient, empathetic and consistent customer experiences across every channel. Read more from Director’s Club Newswire here.
STAR TRIBUNE NAMES CALABRIO A 2020 TOP 150 WORKPLACE
June 28, 2020
Distinction marks seventh year in a row for Calabrio; based on employee responses measuring engagement, organizational health and satisfaction. Read more from the IT Business Net here.
CALABRIO STUDY FINDS PANDEMIC IS ACCELERATING THE EVOLVING WORLD OF WORK FOR CONTACT CENTRES
June 26, 2020
Results show most contact centres are embracing work changes and expect them to benefit the industry long term. Read more about these industry changes from Customer Service Manager here.
INDUSTRY RESEARCH : THE STATE OF THE CONTACT CENTER: EMBRACING THE EVOLVING WORLD OF WORK
June 26, 2020
A new study detailing how customer service organizations are evolving due to the COVID-19 pandemic indicates a dramatic shift in how brands, through their contact centers and agents, now engage with their customers. Read more from the Contact Center World here.
WHAT TO LOOK FOR IN WFM SOFTWARE
June 24, 2020
Our panel of experts discuss the product features that you should be looking out for when buying workforce management (WFM) software. Read more about key traits of WFM from Callcentrehelper.com here.
RANKING MINNESOTA’S 150 TOP WORKPLACES
June 24, 2020
Calabrio has been ranked a Star Tribune Top Workplace for the 7th year in a row. Find the full list from Star Tribune here.
CALABRIO STUDY FINDS THAT THE PANDEMIC IS ACCELERATING THE EVOLVING WORLD OF WORK FOR CONTACT CENTERS
June 24, 2020
The world of work is changing for contact centres. Read more about these changes from Mar Tech Series here.
CALABRIO STUDY FINDS THAT THE PANDEMIC IS ACCELERATING THE EVOLVING WORLD OF WORK FOR CONTACT CENTERS
June 24, 2020
Calabrio’s new study found that most contact center managers view the changes they were initially forced to make due to COVID-19 as positive steps toward building richer employee and customer experiences in the long term. Read about the full findings on Call Center Times here.
CONTACT CENTERS HAVE BECOME A BREEDING GROUND FOR INNOVATION IN LOCKDOWN ERA: CALABRIO
June 24, 2020
Calabrio survey spotlights how the pandemic has accelerated the contact center evolution and spurred the shift towards cloud, AI and analytics for driving business success. Read the full article on our new report from Toolbox Collaboration here.
COVID-19 ACCELERATING WORK CHANGES FOR CONTACT CENTRES
June 23, 2020
Calabrio has released a study detailing how customer service organizations are evolving due to the COVID-19 pandemic. Based on a survey of contact centre leaders, the findings point to a dramatic shift in how brands, through their contact centres and agents, now engage with their customers. Read more from Contact-Centres.com here.
CALABRIO STUDY FINDS THAT THE PANDEMIC IS ACCELERATING THE EVOLVING WORLD OF WORK FOR CONTACT CENTRES
June 23, 2020
Calabrio, the customer experience intelligence company, has released a study detailing how customer service organisations are evolving due to the COVID-19 pandemic. Read more about this study from the Directors’ Club Newswire here.
CALABRIO STUDY FINDS THAT THE PANDEMIC IS ACCELERATING THE EVOLVING WORLD OF WORK FOR CONTACT CENTERS
June 23, 2020
The findings of Calabrio’s new report, including a survey of contact center leaders, point to a dramatic shift in how brands, through their contact centers and agents, now engage with their customers. Read more from TMCnet here.
32 CONTACT CENTRE KPIS THAT YOU NEED TO TRACK (AND WHY!)
June 15, 2020
Our panel of experts share their favourite contact centre key performance indicators (KPIs) and why they believe they are so important to track. Read about these crucial KPIs from the writers at Callcenterhelper.com here.
16 QUALITY-ASSURANCE STEPS TO TAKE BEFORE ROLLING OUT NEW TECH
June 15, 2020
Calabrio CEO Tom Goodmanson talks flexibility and workability in software development with the business experts at Forbes Magazine. Read the full interviews here.
DOES THE US HAVE ENOUGH CONTACT TRACERS?
June 4, 2020
As states continue to reopen their economies, they’ll be relying on contact tracing to stem the spread of the coronavirus. But how many contact tracers will state and local health departments need to keep track of coronavirus-positive constituents and their contacts? Read more from Yahoo Business here.
DOES THE US HAVE ENOUGH CONTACT TRACERS?
June 4, 2020
Johns Hopkins Center for Health Security called for $3.6B in emergency funding for contact tracing. Read more about these implications from Fox Business here.
COVID-19 IMPACT: RECALIBRATING HUMAN & AI ROLES
June 1, 2020
Industry experts share their views of the post-pandemic contact center environment. Read more about these changes from Contact Center Pipeline here.
ANALYTICS-INFUSED TRAINING: HOW TO NURTURE AGENT GROWTH AND CUSTOMER HAPPINESS
June 1, 2020
Analytics can help to quickly identify individual agent knowledge gaps, trends for training and opportunities for kudos. Read more about how to make customers happy from Contact Center Pipeline here.
FOUR BEST PRACTICES FOR THE FUTURE CONTACT CENTRE
May 28, 2020
If there are any positives to be drawn from the coronavirus crisis, one must be the speed and precision at which companies have been able to shift their customer service operations to a work-from-home setting. Read about the new best practices from MyCustomer here.
HOW COVID-19 IS TESTING MY LEADERSHIP SKILLS AND WHAT IT IS TEACHING ME ALONG THE WAY – A WEEKLY UPDATE (WEEK 8)
May 26, 2020
As I write this, it is hard to believe we are almost to June already. We are nearly halfway through 2020 and it feels like we have accomplished so much with having to pivot, face new challenges and, most importantly, stay safe. Read more about this study from the TMCnet here.
HOW COVID-19 IS TESTING MY LEADERSHIP SKILLS AND WHAT IT IS TEACHING ME ALONG THE WAY – A WEEKLY UPDATE (WEEK 7)
May 19, 2020
If only one lesson sticks with me (but believe me, there are going to be lots of lessons that I hold on to), it will be that we cannot get through this type of global change alone. Read more about this study from the TMCnet here.
HOW COVID-19 IS TESTING MY LEADERSHIP SKILLS AND WHAT IT IS TEACHING ME ALONG THE WAY – A WEEKLY UPDATE (WEEK 6)
May 12, 2020
If only one lesson sticks with me (but believe me, there are going to be lots of lessons that I hold on to), it will be that we cannot get through this type of global change alone. Read more about this study from the TMCnet here.
HOW COVID-19 IS TESTING MY LEADERSHIP SKILLS AND WHAT IT IS TEACHING ME ALONG THE WAY – A WEEKLY UPDATE (WEEK 6)
May 12, 2020
Video: How COVID-19 Is Testing My Leadership Skills – Week Six. Watch more from Contact Center World here.
GLOBAL COMPANIES ARE LOOKING AT A “ROLLING RETURN” APPROACH TO GETTING BACK TO WORK
May 5, 2020
Global companies are looking at a “rolling return” approach to getting back to work. Watch the NASDAQ video to learn more.
HOW COVID-19 IS TESTING MY LEADERSHIP SKILLS AND WHAT IT IS TEACHING ME ALONG THE WAY – A WEEKLY UPDATE (WEEK FIVE)
May 5, 2020
Here at Calabrio, like many companies, we are entering our eighth week working from home. For a team where the majority are normally in an office environment, we have now passed the phase where working from home is an experimental novelty. Read more about this study from the TMCnet here.
CALL CENTER SOFTWARE COMPANY CALABRIO HELPED MOVE 10,000 CALL CENTER EMPLOYEES REMOTE IN TWO DAYS.
May 3, 2020
Calabrio is helping turn thousands of kitchen tables into remote call centers. Read more from the Minnesota/St. Paul Journal here.
HOW COVID-19 IS TESTING MY LEADERSHIP SKILLS AND WHAT IT IS TEACHING ME ALONG THE WAY – A WEEKLY UPDATE (WEEK 4)
April 28, 2020
In my last weekly update on leadership lessons learned during COVID-19, I discussed overcommunication—the idea that leaders need to set the tone for our managers, offer flexibility and resources for employees, and visibly participate in meetings and activities like virtual happy hours and social gatherings. Read more from the TMCnet here.
HOW COVID-19 IS TESTING MY LEADERSHIP SKILLS AND WHAT IT IS TEACHING ME ALONG THE WAY – A WEEKLY UPDATE (WEEK THREE)
April 21, 2020
Last week, I talked about some of the inspiring ways our customers are tackling the challenge of coronavirus and strategies Calabrio is using to aid our customer network.. Read more from the TMCnet here.
PUT EMPATHY AT THE FRONT OF YOUR SERVICE STRATEGY
April 14, 2020
Now more than ever, it’s crucial we understand what challenges our customers are going through and develop ways we can help. The foundation of this process is listening and communication. Read more from MyCustomer here.
HOW COVID-19 IS TESTING MY LEADERSHIP SKILLS AND WHAT IT IS TEACHING ME ALONG THE WAY – A WEEKLY UPDATE (WEEK TWO)
April 13, 2020
Four weeks ago, like many of you, all of Calabrio began working from home. At the time, we set goals that guided all our decisions: Safeguarding the health and safety of employees and customers and ensuring the economic health of our organization. Read more from the TMCnet here.
HOW COVID-19 IS TESTING MY LEADERSHIP SKILLS AND WHAT IT IS TEACHING ME ALONG THE WAY – A WEEKLY UPDATE (WEEK ONE)
April 3, 2020
Let me start by saying this: Like most of us who share a C-suite title, we believe we are good leaders. Over 25 years of practice, I have learned a lot about leadership and I have also made my share of mistakes. Read more from the TMCnet here.
CALABRIO’S BIG YEAR CLIMAXES WITH MOVE TO NORTH LOOP OFFICE
October 9, 2019
Calabrio, the Minneapolis provider of software and services for the customer-service operations of numerous types of businesses, is now at a physical turning point just months after the makeover of its core product and closing on its biggest acquisition. Read more from the StarTribune here.
CUSTOMER EXPERIENCE VIA THE CONTACT CENTER: Q&A WITH CALABRIO CMO REBECCA MARTIN
September 11, 2019
“Marketers can do wonders if they just look at what’s going on under their own nose in their organization’s contact center,” says Calabrio’s Rebecca Martin. Read more from ClickZ here.
CALABRIO CEO GOODMANSON SAYS TELEOPTI ACQUISITION MAKES COMPANY CHANNEL POWERHOUSE
July 11, 2019
A month ago, workforce optimization suite provider Calabrio acquired smaller Stockholm-based competitor Teleopti. Read more from Channel Buzz here.
SEG MONTHLY DEAL RECAP
July 11, 2019
SEG closely tracks M&A transactions across the software industry. We thought you may enjoy a quick recap of select M&A deals announced during the month of May. Read more from Software Equity here.
11 SKILLS AND TRAITS FOR CUSTOMER EXPERIENCE PROFESSIONALS IN 2019
July 9, 2019
Customer experience is expected to overtake price and product as the key brand differentiator that customers consider most by next year, according to a report from Quadient. Read more from CMSWire here.
MERGERS AND ACQUISITIONS INVOLVING MINNESOTA COMPANIES
June 20, 2019
Calabrio, a customer-service software provider, has acquired Teleopti. Read more from Star Tribune here.
CALABRIO NAMED STAR TRIBUNE TOP 150 WORKPLACE FOR THE SIXTH YEAR IN A ROW
June 17, 2019
“Our momentum and growth as a company has been tremendous, and our employees are at the center of that success,” said Tom Goodmanson, president and CEO at Calabrio. Read more from Malvern Online here.
LOGMEIN UPDATES BOLD360 SUITE, MEDALLIA UPDATES EXPERIENCE CLOUD, MORE NEWS
June 11, 2019
Calabrio has acquired Teleopti, a workforce management software provider. This combines Teleopti’s workforce management (WFM) software and Calabrio’s customer experience solutions and creates a SaaS customer experience intelligence platform. Read more from CMSWire here.
NO JITTER ROLL: FIVE FOR FRIDAY
June 11, 2019
As contact center analyst Sheila McGee-Smith laid out for us a year ago, workforce optimization and customer engagement solutions provider Calabrio has been on a march from the premises to the cloud. So, too, has workforce management (WFM) software maker Teleopti. Now they’re on the move together. Read more from No Jitter here.
FITNESS STARTUP PELOTON OFFICIALLY BEGINS ITS PATH TO IPO: TERM SHEET
June 11, 2019
Calabrio acquired Teleopti, a Sweden-based workforce management software provider. Read more from Fortune here.
FITNESS STARTUP PELOTON OFFICIALLY BEGINS ITS PATH TO IPO: TERM SHEET
June 11, 2019
Calabrio acquired Teleopti, a Sweden-based workforce management software provider. Read more from Yahoo! Finance here.
CALABRIO ACQUIRES TELEOPTI TO CREATE GLOBAL STANDARD FOR CX
June 11, 2019
Tom Goodmanson, president and CEO at Calabrio, commented, “Calabrio has always been at the forefront of disruption in this industry and we are excited to welcome the Teleopti team to join this mission.” Read more from HR TechDigest here.
CALABRIO’S TELEOPTI BUY STRENGTHENS AVAYA, CISCO, OTHER PARTNERSHIPS
June 11, 2019
The combined company will continue to cultivate its large partner ecosystem, enabling partners with the “most complete, scalable workforce engagement offering internationally,” according to Calabrio. Together, the companies will provide the “broadest cloud offering on the market,” it said. Read more from Channel Partners here.
MAKING MOVES
June 11, 2019
Minneapolis-based Calabrio announced the purchase today. Teleopti, the Swedish company, will expand Calabrio’s presence in Nordic countries, as well as China, Russia and parts of South America. Read more from Minne Inno here.
FAST-GROWING CALABRIO ACQUIRES SWEDISH WORKFORCE-MANAGEMENT COMPANY
June 11, 2019
Call-center software firm Calabrio Inc. has acquired a Swedish workforce-management software company in its first major deal since selling to private equity in 2016. Read more from Minneapolis / St. Paul Business Journal here.
CALABRIO ACQUIRES TELEOPTI TO CREATE THE GLOBAL STANDARD FOR CUSTOMER EXPERIENCE INTELLIGENCE
June 11, 2019
The combination brings Teleopti’s workforce management (WFM) software together with Calabrio’s customer experience solutions to create the market-leading, true multi-tenant SaaS customer experience intelligence platform. Calabrio and Teleopti bring together customers from across the globe, including Best Buy, Rabobank, Shopify, Netflix and GE Appliances, a Haier company. Read more from Financial Post here.
CALABRIO ACQUIRES TELEOPTI ACCELERATES GLOBAL MARKET EXPANSION
June 11, 2019
On June 3, 2019, Calabrio, Inc., of Minneapolis, Minnesota, announced that it has acquired Teleopti, the
workforce management (WFM) software provider based in Stockholm, Sweden. Read more from SaddleTree Research here.
CALABRIO ACQUIRES TELEOPTI TO CREATE THE GLOBAL STANDARD FOR CUSTOMER EXPERIENCE INTELLIGENCE
June 11, 2019
“We enrich human interactions—inside and outside of the contact center—allowing our customers to deeply connect with their customers through data and analytics. And we do this all while ensuring their employees have the best tools possible to add a human touch to an otherwise cold interaction. The combination of our leading solutions empowers the modern workforce and provides companies around the world with an intelligent view of agent and customer interactions.” Read more from Customer Think here.
CALABRIO ACQUIRES WFO PROVIDER TELEOPTI
June 11, 2019
“Calabrio has always been at the forefront of disruption in this industry, and we are excited to welcome the Teleopti team to join this mission,” said Tom Goodmanson, president and CEO of Calabrio, in a statement. Read more from Destination CRM here.
KKR/CALABRIO BUYS SWEDISH SOFTWARE FIRM TELEOPTI
June 11, 2019
Calabrio Inc., a Minneapolis-based maker of customer-service software, said Monday it has acquired Teleopti, a Swedish developer of software for workplace management. Read more from StarTribune here.
CALABRIO ACQUIRES TELEOPTI TO CREATE THE GLOBAL STANDARD FOR CUSTOMER EXPERIENCE INTELLIGENCE
June 11, 2019
Calabrio announced it has acquired Teleopti, a workforce management software provider headquartered in Stockholm, Sweden—building the new global standard for the customer experience industry. Read more from MarTech Series here.
MINNESOTA’S TOP-FUNDED SAAS COMPANIES
June 11, 2019
In the last five years, around $64 million was invested in the state’s SaaS companies across 13 deals, according to PwC’s MoneyTree report. A substantial amount of this capital, around $25 million, was raised just within the last 12 months. Read more from AmericanInno here.
CALL CENTER ANALYTICS 101–EVERYTHING YOU ALWAYS WANTED TO KNOW
June 11, 2019
“Analytics” is one of the biggest buzzwords in the business world—and now the call center world is buzzing about it as well. Read more from National Community Media Alliance here.
GONNA TAKE A SENTIMENTAL JOURNEY
May 7, 2019
Sentiment analysis provides CX professionals with an automated tool to understand the intent behind customers’ spoken words and phrases. Read more from Contact Center Pipeline here.
3 WAYS TO INCREASE CUSTOMER LOYALTY WITH AN OMNICHANNEL CX STRATEGY
April 16, 2019
For retailers exploring how to increase customer loyalty by successfully guiding their customers through the new blend of digital and physical communication channels, here are three vital characteristics to include in their omnichannel strategies: Read more from Total Retail here.
SALESTECH INTERVIEW WITH JOHN NORTON, CHIEF REVENUE OFFICER AT CALABRIO
April 10, 2019
For me, a sales-driven culture is the foundation of delivering value to your customers and realizing your business vision, and there are three key elements to this. Read more from SalesTechStar here.
CALABRIO DATA CRUCIAL FOR CONTACT CENTRES
April 10, 2019
Ross is a veteran of Enterprise Connect and he tells Patrick about his main focuses for the event. One of the main trends he has noticed is the rising importance of contact centre technology and platforms. Read more from UC Today here.
CALABRIO ROLLS OUT NEW VERSION OF CUSTOMER INTERACTION SOFTWARE, PUSHING BEYOND CALL CENTERS
April 10, 2019
Calabrio Inc., a Minneapolis-based maker of customer service software, has introduced a new version of its main product that executives believe will accelerate its reach beyond corporate call centers. Read more from StarTribune here.
FROM APIS TO UC: ROUNDING UP THE NEWS FROM EC19
April 10, 2019
Catch up on announcements that came out of the enterprise communications industry’s biggest event. Read more from No Jitter here.
CALABRIO CEO: GROWTH HAS BOOMED SINCE SALE TO KKR OVER 2 YEARS AGO
April 10, 2019
Call center software firm Calabrio Inc. has been thriving since selling to private equity firm KKR & Co. for about $200 million in August 2016. Read more from Minneapolis / St. Paul Business Journal here.
CRM MAGAZINE NAMES ITS 2019 CUSTOMER SERVICE LEADERS
April 10, 2019
The CRM Service Awards, now in their 16th year, honor the leading vendors across nine customer service and contact center technology segments. Read more from Destination CRM here.
NEWS : CALABRIO RELEASES ITS LATEST ANALYTICS-FUELED CUSTOMER EXPERIENCE INTELLIGENCE SUITE
April 10, 2019
Calabrio, a customer experience intelligence company, introduced a new version of its Calabrio ONE suite at Enterprise Connect in Orlando, Florida. Read more from Contact Center World here.
CALABRIO LAUNCHES VERSION 11 OF CALABRIO ONE
April 10, 2019
Customer experience intelligence company Calabrio today introduced version 11 of its Calabrio ONE workforce optimization (WFO) suite with embedded analytics and business-driven visual discovery. Read more from Smart Customer Service here.
CALABRIO RELEASES ITS LATEST ANALYTICS-FUELED CUSTOMER EXPERIENCE INTELLIGENCE SUITE
April 10, 2019
Calabrio ONE version 11 reimagines the workforce optimization (WFO) user experience, allowing business users of all backgrounds to intuitively consume and act upon data with less effort and more precision by embedding analytics and business-driven visual discovery into everyday customer experience tools. Read more from AI Authority here.
CALABRIO RELEASES ITS LATEST ANALYTICS-FUELED CUSTOMER EXPERIENCE INTELLIGENCE SUITE
April 10, 2019
Transformational redesign and embedded analytics puts AI-driven insights and unique KPIs at the fingertips of users. Read more from Telecom Reseller here.
ENTERPRISE CONNECT 2019 UNDERWAY
April 10, 2019
For nearly 30 years, Enterprise Connect has been the leading conference and exhibition covering unified communications and collaboration. Read more from UC Today here.
2019’S ENTERPRISE CONNECT EVENT BEGINS THIS WEEK IN FLORIDA
April 10, 2019
Calabrio, the customer experience intelligence company, introduced a new version of its Calabrio ONE suite at Enterprise Connect in Orlando, Florida. Read more from MarTech Series here.
8 CMOS DISCUSS WHAT VOICE OF THE CUSTOMER MEANS TO THEM
April 10, 2019
Why should CMOs care about Voice of the Customer (VoC) strategies? Read more from CMSWire here.
34 MARKETING TRENDS AND FORECASTS FOR 2019 FROM EXPERTS – DO THEY MATCH YOURS?
April 10, 2019
Today marketing is centered around personalization. It’s about having a one-to-one conversation with your prospects and customers through their preferred medium and their preferred time. Read more from Tweak Your Biz here.
CALABRIO EXTENDS CISCO SOLUTIONSPLUS PROGRAM PARTICIPATION WITH CALABRIO ONE CLOUD SOLUTION
April 10, 2019
Calabrio Achieves Advanced Technology Partner Status In The Amazon Web Services Partner Network. Read more from Call Center Times here.
CALABRIO RELEASES ITS LATEST ANALYTICS-FUELED CUSTOMER EXPERIENCE INTELLIGENCE SUITE
March 26, 2019
Calabrio, the customer experience intelligence company introduced a new version of its Calabrio ONE suite at Enterprise Connect in Orlando, Florida. Read more from Director’s Club here.
CALABRIO RELEASES ITS LATEST ANALYTICS SUITE
March 26, 2019
Calabrio has introduced a new version of its Calabrio ONE suite at Enterprise Connect in Orlando, Florida. Read more from Call Centre Helper here.
CX: HIGH TECH STILL NEEDS HIGH TOUCH
March 20, 2019
Enterprises are rushing to launch digital transformation initiatives that provide more channels for customers to reach the business; however, customers know that technology alone will not improve their experience. Read more from MyCustomer here.
AN EMOTIONAL CONNECTION – THE KEY TO CUSTOMER LOYALTY
March 20, 2019
Smart companies will learn to engage customers in the right way, at the right time and on the right channel. Read more from Adrian Swinscoe’s blog here.
CALABRIO EXTENDS CISCO SOLUTIONSPLUS PROGRAM PARTICIPATION WITH CALABRION ONE CLOUD SOLUTION
March 20, 2019
Calabrio Extends Cisco SolutionsPlus Program Participation with Calabrio ONE Cloud Solution. Read more from Call Center Times here.
MASTERING THE ART OF DIGITAL AND PHYSICAL: HOW RETAILERS CAN CHAMPION CUSTOMER EXPERIENCE FROM START TO FINISH
March 20, 2019
Anyone who has worked in retail knows the business is far different today than it was a few years ago — and more change is on the horizon. Read more from Retail Customer Experience here.
INFORMATION MANAGEMENT REMAINS A PROBLEM FOR MANY ENTERPRISES
March 20, 2019
Bad management will impact productivity in one way or another, and it can come in a number of forms — poor management of human resources, poor financial management and poor customer management. Read more from CMSWire here.
GETTING REAL ABOUT ANALYTICS: ONLY A HOLISTIC APPROACH WILL WORK
February 27, 2019
In the era of digital transformation and omnichannel customer experience initiatives, businesses recognise the need to leverage analytics to understand rapidly evolving customer demands. Read more from Minutehack here.
CALABRIO NAMED AS A VISIONARY IN THE GARTNER MAGIC QUADRANT
February 27, 2019
Despite all the technologies evolving to support new channels for connecting companies to their customers, the heart of the customer relationship hasn’t changed. Read more from Call Centre Helper here.
CALABRIO NAMED AS THE ONLY VISIONARY IN 2019 GARTNER MAGIC QUADRANT FOR WORKFORCE ENGAGEMENT MANAGEMENT
February 27, 2019
According to Gartner, “There are four key pillars of focus for delivering great customer service experiences within a leading customer service organization: 1) Getting connected to the customer; 2) Being able to orchestrate the process; 3) Having access to the relevant information; and 4) Being able to manage the required resources.” Read more from Director’s Club here.
ANALYSTS: RETAILERS NEED STEADY CASH FLOW, STRONG ‘OMNICHANNEL’ STRATEGY
February 27, 2019
Successful retailers will be leveraging technology in stores and online to maintain sales and profits. Read more from Women’s Wear Daily here.
CALABRIO EXTENDS CISCO SOLUTIONSPLUS PROGRAM PARTICIPATION
February 14, 2019
Through the expanded partnership, Cisco customers can easily and confidently deploy Calabrio’s Workforce Optimisation (WFO) software suite in the cloud knowing Cisco has verified compatibility with products in the SolutionsPlus ecosystem. Read more from Call Centre Helper here.
KNOW YOUR OPTIONS: IDENTITY RESOLUTION BEYOND THE WALLED GARDENS
February 14, 2019
Bringing together the separate data sets for customers and prospects may be essential, but brands have differing needs — and therefore different solutions. Read more from MarTech Today here.
CALABRIO EXTENDS CISCO SOLUTIONSPLUS PROGRAM PARTICIPATION WITH CALABRIO ONE CLOUD SOLUTION
February 14, 2019
Simplifies expanding Cisco contact center solutions with Calabrio’s leading cloud-based suite for customer and agent engagement. Read more from Call Center Times here.
BOOK OF MARKETING TRENDS 2019
February 4, 2019
Rebecca Martin gives her analytics prediction in the Hubspot Book of Marketing Trends 2019. Read the full report here.
CALABRIO HIRES CONVERGEONE ALUM AS FIRST-EVER CRO
February 4, 2019
Calabrio, the customer engagement and analytics software provider, has hired industry veteran John Norton to serve as the company’s first chief revenue officer (CRO). Read more from Channel Partners here.
IMPROVING THE CUSTOMER EXPERIENCE TAKES MORE THAN TECHNOLOGY
February 4, 2019
Driven by a desire to obtain business insights, lower costs and offer customers more choice, businesses are rushing to launch digital transformation initiatives. Read more from Adrian Swinscoe’s Blog here.
MOVERS AND SHAKERS
February 4, 2019
Calabrio has hired John Norton as Chief Revenue Officer. In this executive leadership role, Norton is responsible for driving global revenue growth and building a world-class sales culture. Read more from Call Centre Helper here.
CALABRIO HIRES FIRST CHIEF REVENUE OFFICER TO FUEL CONTINUED HYPER-GROWTH
February 4, 2019
Calabrio, a leading provider of customer engagement and analytics software, has hired John Norton as Chief Revenue Officer. Read more from Director’s Club here.
WHAT WILL 2019 BRING FOR CRM?
January 23, 2019
Technology entrepreneur and billionaire investor Elon Musk sounded the alarm again, telling Axios in late November that humans must merge with machines or risk becoming an endangered species. Read more from DestinationCRM here.
THE 2019 RESOLUTION: BECOME A PEOPLE-FIRST ORGANISATION
January 23, 2019
From Blockchain, to IoT, to machine learning, 2018 has been a year of advancement in technologies that are changing the entire business landscape. Gartner predicts that, by 2020, technology will become a positive net job motivator, creating half a million new jobs. Read more from ITProPortal here.
GUEST BLOG: ARE YOU LISTENING? HERE’S WHAT CUSTOMERS REALLY WANT IN 2019 – REBECCA MARTIN, CMO AT CALABRIO
January 23, 2019
We’re in the middle of the fourth industrial revolution. Thanks to technology like the Internet of Things (IoT) and artificial intelligence (AI), the digital, physical and biological worlds have converged. Read more from Field Marketing & Brand Experience here.
4 TIPS TO GET MORE FROM VOICE OF THE CUSTOMER PROGRAMS IN 2019
January 18, 2019
The golden rule for delivering an excellent customer experience (CX) is to listen to your customer. If you know what your customers want, all you need to do is deliver it. It’s simple — except, it isn’t. Read more from CMSWire here.
AMAZING BUSINESS RADIO: REBECCA MARTIN – SHEP HYKEN
January 18, 2019
Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. Listen to the interview here.
HOW TO DELIVER AN IMPACTFUL OMNICHANNEL EXPERIENCE
January 8, 2019
Read the Direct Marketing Magazine issue here.
TECH CEOS: THIS YEAR’S FAVORITE BOOKS
January 8, 2019
While writing my posts Forbes.com, I have a chance to talk to many CEOs. Often I will ask them what books they have read recently. Read more from Forbes here.
THE CEO INTERVIEW: THOMAS GOODMANSON AT CALABRIO
January 8, 2019
Thomas Goodmanson introduces us to Calabrio, before discussing the growing importance of data to the contact centre and the future of chatbots. Read more from Call Centre Helper here.
EXPERTS OFFER PREDICTIONS FOR M-COMMERCE IN 2019 – RETAILTECHNEWS
December 13, 2018
RetailTechNews has asked industry thought leaders what they believe 2019 will hold for the retail sector. Today’s topic sees experts take a closer look at what next year has in store for m-commerce. Read more from the MVNO Blog here.
THE BREAKING POINT: KEEPING THE HUMAN IN CUSTOMER EXPERIENCE
December 13, 2018
It’s clear that customers are driving brands to transform, and many organisations are turning to technology to make necessary CX improvements. Read more from The Directors Club here.
WHAT DOES THE HUMAN VOICE ADD TO THE CUSTOMER EXPERIENCE?
November 28, 2018
Despite what seemed like a cultural shift towards consumer dependence on social media for contacting, reviewing and engaging with businesses, the power of voice is on the rise once more. Read more from the Digital Marketing Association here.
WHY COMPANIES AREN’T DELIVERING ON OMNICHANNEL EXPECTATIONS
November 27, 2018
Many retail businesses aren’t delivering a true omnichannel experience for customers. Read more from Minutehack here.
KKR RAISES ITS INVESTMENT IN MINNEAPOLIS-BASED CALABRIO
November 26, 2018
Calabrio, a Minneapolis-based maker of customer analytics software for retailers and other businesses, has received a second major investment from KKR, the giant New York investment firm that bought a controlling stake in the company two years ago. Read more from the Minneapolis Star Tribune here.
THE PATH TO CUSTOMER CENTRICITY
November 26, 2018
Marketers are constantly looking for new ways to connect with customers and earn their loyalty. A recent report by Calabrio highlights just how much change marketers face every day: 81% of chief marketing officers (CMOs) say they have experienced digital disruption in the past 12 to 18 months compared to 59% of CEOs. Read more from Digital Marketing Magazine here.
CALABRIO RAISES INVESTMENT FROM KKR FOR CONTINUED GROWTH IN CUSTOMER ENGAGEMENT AND ANALYTICS
November 26, 2018
“Calabrio is taking the world’s contact centers to the cloud,” said John Park, Calabrio’s Chairman of the Board and Member at KKR. Read more from Contact Center World here.
CALABRIO RAISES INVESTMENT FROM KKR FOR CONTINUED GROWTH IN CUSTOMER ENGAGEMENT AND ANALYTICS
November 26, 2018
“As cloud transformation accelerates across every industry and every aspect of the enterprise, the cloud-based contact center is rapidly becoming the model for many innovative and successful organizations,” said Tom Goodmanson, president and CEO at Calabrio. Read more from Call Center Times here.
CALABRIO: CALABRIO RECEIVES INVESTMENT FROM KKR
November 26, 2018
Calabrio, a Minneapolis, MN-based provider of customer engagement and analytics software, received a follow-on investment from KKR. Read more from the Owler here.
CALABRIO RAISES INVESTMENT FROM KKR FOR CONTINUED GROWTH IN CUSTOMER ENGAGEMENT AND ANALYTICS
November 26, 2018
With this investment, Calabrio will continue its focus on providing world-class products and services to customers who increasingly want to avoid on-premises environments in favor of low-resource-intensive cloud deployments. Read more from AiThority here.
KKR INVESTS IN CALABRIO
November 26, 2018
Minneapolis-based Calabrio, a provider of customer engagement and analytics software, has secured an undisclosed amount of funding. The investor was KKR. Read more from PE Hub Network here.
CALABRIO RAISES INVESTMENT FROM KKR FOR CONTINUED GROWTH IN ANALYTICS
November 26, 2018
Calabrio, a leading provider of customer engagement and analytics software, announced a follow-on investment from KKR to continue its rapid growth and shift to the cloud. Read more from MarTech Series here.
HOW TO TURN BLACK FRIDAY SHOPPERS INTO LONG-TERM CUSTOMERS
November 26, 2018
Marketers should use the shopping holiday to think about long-term retention, not just short-term sales. Here’s how to jumpstart the ability to create a customer for life. Read more from PerformanceIN here.
CALABRIO RAISES INVESTMENT FROM KKR FOR CONTINUED GROWTH IN CUSTOMER ENGAGEMENT AND ANALYTICS
November 26, 2018
Calabrio, a leading provider of customer engagement and analytics software, announced a follow-on investment from KKR to continue its rapid growth and shift to the cloud. Read more from Bdaily here.
CALABRIO INVESTMENT CONTINUES GROWTH INTO THE CLOUD
November 16, 2018
Calabrio has announced it has raised a follow-on investment from KKR to continue its rapid growth and shift to the cloud. Read more from Call Centre helper here.
WHAT DOES THE HUMAN VOICE ADD TO THE CUSTOMER EXPERIENCE?
November 16, 2018
Despite what seemed like a cultural shift towards consumer dependence on social media for contacting, reviewing and engaging with businesses, the power of voice is on the rise once more. Read more from The Telemarketing Company here.
CALABRIO RAISES INVESTMENT FROM KKR FOR CONTINUED GROWTH IN CUSTOMER ENGAGEMENT AND ANALYTICS
November 16, 2018
Calabrio, a leading provider of customer engagement and analytics software announced a follow-on investment from KKR to continue its rapid growth and shift to the cloud. Read more from Director’s Club here.
INTERVIEW WITH RICHARD MCELROY, GENERAL MANAGER AT CALABRIO CANADA & INNOVATION CENTER
November 16, 2018
As the General Manager of Calabrio’s Innovation Center, I help our customers achieve their business goals, solve their toughest problems using Calabrio ONE software, and drive internal innovation in order to make Calabrio software and solutions even better. Read more from Ai Thority here.
TOP OF THE MORNING
November 16, 2018
Minneapolis-based provider of customer engagement and analytics software, raised an undisclosed amount of funding from existing backer KKR. Read more from Axios here.
CALABRIO RECEIVES INVESTMENT FROM KKR
November 16, 2018
The company intends to use the funds to continue its focus on providing products and services to customers who want to avoid on-premises environments in favor of low-resource-intensive cloud deployments. Read more from Finsmes here.
CALABRIO’S SUITE IS THE ONE FOR RADIAL
November 9, 2018
Radial, a multinational e-commerce company based in King of Prussia, Pa., provides order management, payment processing, order routing, fulfillment, and analytics for companies like Godiva, GameStop, DSW, and Shoe Carnival. Read more from Destination CRM here.
CUSTOMER EXPECTATIONS ARE AT AN ALL-TIME HIGH — HOW MARKETERS CAN RISE TO THE OCCASION
November 9, 2018
When it comes to creating the best, most seamless customer experiences, a brand can only be as good as its understanding of its customers. Read more from MarTech Series here.
CALABRIO RELEASES A NEW VERSION OF CALABRIO ONE PLATFORM
November 9, 2018
Calabrio, a provider of customer engagement and analytics software, today released a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization (WFO) and engagement suite.. Read more from MarTech Advisor here.
CALABRIO ENHANCES CALABRIO ONE
November 9, 2018
The latest version of Calabrio ONE offers new workforce management features that bring greater accuracy and predictability into scheduling and forecasting for large contact center workforces. Read more from SmartCustomerService here.
WHY DIGITAL SELF-SERVICE WITHOUT TRUE OMNICHANNEL STRATEGIES RISKS THE ENTIRE CUSTOMER EXPERIENCE
October 26, 2018
It’s clear that digital self-service is key to continued success, but simply having a strategy isn’t enough. Read more from Total Retail here.
HOW BRICK-AND-MORTAR RETAILERS CAN BRING PERSONALIZATION IN-STORE TO COMPETE WITH E-TAILERS
October 26, 2018
If we’re living through a “retail apocalypse” that spells doom for brick-and-mortar retail, as many have suggested, why are e-commerce leaders like Amazon, Alibaba, and JD.com so focused on building their own brick-and-mortar networks? Read more from Business Insider here.
UNDERWHELMING OMNICHANNEL? CALABRIO REPORT SUB-PAR EXPERIENCES
October 15, 2018
Underwhelming Omnichannel? Calabrio Report Sub-Par Experiences. Read more from UC Today here.
Q&A WITH CALABRIO: ON DIGITAL SELF-SERVICE ADOPTION AND IMPROVING SERVICE QUALITY CONSISTENCY ACROSS CHANNELS
October 15, 2018
In the quest to achieve efficiency in customer care and improve overall customer satisfaction, many organizations today are implementing digital self-service technologies, such as mobile apps and online portals, bots, chat, and text messaging. Read more from SourceForge here.
QA IN AN OMNICHANNEL WORLD
October 15, 2018
Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be it voice, text, chat, social media or email. Read more from Contact Center Pipeline here.
UK FIRMS STRUGGLE TO SUPPORT DIGITAL SELF SERVICE
October 9, 2018
Companies are facing increased customer demand for digital self-service options, such as chat and text message, but many are quick to add new channels of communication without first addressing internal barriers. Read more from Netimperative here.
JOHN LEWIS PARTNERSHIP PROFITS FALL 99%: THE INDUSTRY REACTS
September 25, 2018
Profits at the John Lewis Partnership have fallen to almost zero in the first half of the year, as the department store chain looks to match discounting ‘extravaganza days’ by rivals such as House of Fraser and Debenhams. Read more from RetailTechNews here.
AS CONSUMER EXPECTATIONS RISE, BRANDS FIND NEW DATA TO PERSONALIZE EXPERIENCE
September 17, 2018
Consumer expectations continue to rise—but so do concerns of data privacy. Read more from ClickZ here.
LACK OF DIGITAL OPTIONS HARMING UK COMPANIES IN CUSTOMER EXPERIENCES
September 17, 2018
New research from Calabrio has revealed that as companies face increased customer demand for digital self-service options, many are quick to add new channels of communication without first addressing internal barriers. Read more from ITProPortal here.
WORKING WEDNESDAY VOLUME VI: TECH AND NON TECH JOBS WITH MINNEAPOLIS AND ST PAUL TECH COMPANIES
August 30, 2018
This edition comes from thinking about an event… Daugherty Business Solutions hosted a HackerX event this week with 19 other tech companies who are hiring in the tech space. Read more from Minnesota Headhunter here.
BALANCING TECHNOLOGY AND THE HUMAN TOUCH
August 28, 2018
The contact center has come a long way since the 1960s when automatic call distribution (ACD) technology was first introduced, leading to the development of call centers. Read more from Connections Magazine here.
CALL CENTER TIMES: CUSTOMERS WANT A HUMAN CONNECTION, AND HUMAN CONNECTIONS ARE MADE IN THE CONTACT CENTER
August 22, 2018
Technology has transformed the way businesses run. To meet increasing customer expectations, many companies are rapidly deploying digital tools in hopes of gaining competitive edge. Read more from The Call Center Times here.
MYCUSTOMER: VISIBILITY STARTS WITH THE CONTACT CENTRE
August 22, 2018
If it ain’t broke, don’t fix it, right? Read more from MyCustomer here.
CUSTOMER THINK: WHY DIGITAL AND DIRECT CUSTOMER INTERACTION ISN’T AN EITHER/OR FOR BUSINESSES
August 22, 2018
To stay competitive, companies today are in a race to innovate. Read more from Customer Think here.
MEDIUM: CX & CONVERSATIONAL COMMERCE — REACHING A SWEET SPOT IN CX THROUGH BLENDED AI
August 22, 2018
In an increasing digitalized world, consumers are expecting interactions via all communication levels and platforms such as personalized emails to in-app and web-based chat services. Read more from Medium here.
OPTIMIZE YOUR CUSTOMER JOURNEY
August 17, 2018
Did you know that data is a critical component of your journey maps? Read more from CX Journey here.
FIVE REASONS WHY CONTACT CENTERS MOVE TO THE CLOUD
August 17, 2018
Contact centers have an ever-growing list of applications (e.g., routing, agent desktop, WFO) they use to meet and exceed customer needs. Read more from Aberdeen here.
CALL CENTER TIMES: CUSTOMERS WANT A HUMAN CONNECTION, AND HUMAN CONNECTIONS ARE MADE IN THE CONTACT CENTER
July 25, 2018
Technology has transformed the way businesses run. To meet increasing customer expectations, many companies are rapidly deploying digital tools in hopes of gaining competitive edge. Read more from Call Center Times here.
WHY THE CCO WILL TRANSFORM CUSTOMER EXPERIENCE
July 13, 2018
Do we all need chief customer officers to bridge a gap between marketing and tech? Read more from Minute Hack here.
STUDY FINDS MOST CONSUMERS WANT HUMAN INTERACTION
July 10, 2018
HUMAN NATURE BIG FACTOR IN RETAIL CUSTOMER LOYALTY, CLAIMS STUDY
July 10, 2018
STUDY: 79% OF CONSUMERS WANT HUMAN-DRIVEN CUSTOMER SERVICE
July 10, 2018
79% SAY HUMAN INTERACTION KEY TO DIGITAL EXPERIENCE
July 10, 2018
NEW CALABRIO STUDY FINDS HUMAN NATURE DRIVES CUSTOMER LOYALTY IN A DIGITAL WORLD
July 10, 2018
Technology adoption is imperative to maintaining a competitive edge, but many companies rely too heavily on technology without understanding how it’s impacting the customer experience. Read more from Contact Center World here.
THE KEY TO CUSTOMER LOYALTY IN THE DIGITAL AGE? THE HUMAN TOUCH
June 29, 2018
According to a new study, Are You Listening? The Truth About What Customers Want in a Digital World, human nature and the meaningful experiences that organizations create with customers drive digital behaviour and loyalty. Read more from the Marketing Gazette here.
HUMAN NATURE DRIVES CUSTOMER LOYALTY IN A DIGITAL WORLD
June 29, 2018
Technology adoption is imperative to maintaining a competitive edge, but many companies rely too heavily on technology without understanding how it’s impacting the customer experience. Read more from the Marketing Gazette here.
HUMAN NATURE DRIVES CUSTOMER LOYALTY, FINDS STUDY
June 29, 2018
Technology adoption is imperative to maintaining a competitive edge, but many companies rely too heavily on technology without understanding how it’s impacting the customer experience. Read more from Bdaily here.
HUMAN NATURE DRIVES CUSTOMER LOYALTY IN A DIGITAL WORLD
June 29, 2018
Results show organisations that create emotional connections with customers will increase customer retention and satisfaction. Read more from Contact Centres here.
75% OF CUSTOMERS ARE MORE LOYAL IF THEY CAN SPEAK TO A HUMAN INSTEAD OF A MACHINE, FINDS CALABRIO
June 29, 2018
NEW CONSUMER STUDY FINDS THAT HUMAN NATURE DRIVES CUSTOMER LOYALTY IN THE DIGITAL WORLD
June 29, 2018
STUDY FINDS THAT HUMAN NATURE DRIVES CUSTOMER LOYALTY
June 29, 2018
ACTIONS SPEAK LOUDER THAN DATA: BUSINESS INITIATIVES AND CUSTOMER EXPERIENCE
June 18, 2018
Kris McKenzie Senior Vice President and General Manager for EMEA at Calabrio explains to Information Age how having access to data and effectively utilising it to drive strategic business initiatives and deliver a stellar customer experience are two different things. Read more from Information Age here.
THE VALUE IN ACCURACY: HOW TO CREATE THE RIGHT FORECAST TO DRIVE CUSTOMER EXPERIENCE SUCCESS
June 18, 2018
“The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.” Download the article from Contact Center Pipeline here to read more.
THE CUSTOMER EXPERIENCE BREAKING POINT
June 18, 2018
The customer is king. And it’s clear that customer experience strategies are a driving force behind digital transformation efforts. Read more from MyCustomer here.
VANCOUVER BECOMES CANADIAN HQ AS CALABRIO GROWS
June 18, 2018
Calabrio, a Minneapolis-based customer engagement and analytics software company, has become one of the latest examples of the Vancouver tech sector’s hunger for more talent and workspace. Read more from Renx.ca here.
FROM OMNICHANNEL TO OMNIPRESENT
June 1, 2018
Keeping up with customers isn’t easy, especially when the way they prefer to communicate with brands is constantly changing. Read more from MyCustomer here.
16 QUESTIONS THAT REVEAL HOW WELL YOU REALLY KNOW YOUR CUSTOMERS
May 31, 2018
Rebecca Martin of Calabrio introduces how speech analytics can enable you to better understand your customers, before asking 16 questions to test your customer knowledge. Read more from Call Centre Helper here.
CALABRIO EXPANDS CANADIAN OPERATIONS AND MOVES TO VANCOUVER’S FINANCIAL DISTRICT
May 31, 2018
Calabrio, a provider of customer engagement and analytics software, announced it is opening a new Canadian headquarters office in Vancouver’s Financial District. Read more from Contact Center World here.
CALABRIO EXPANDS CANADIAN OPERATIONS AND MOVES TO VANCOUVER’S PRESTIGIOUS FINANCIAL DISTRICT
May 31, 2018
Calabrio Expands Canadian Operations and Moves to Vancouver’s Prestigious Financial District. Read more from MarTech Series here.
CALABRIO OPENS NEW HEADQUARTERS IN VANCOUVER’S FINANCIAL DISTRICT
May 31, 2018
CALABRIO ENHANCES ANALYTICS PLATFORM WITH SENTIMENT ANALYSIS
May 22, 2018
GLOBAL BANKING AND FINANCE REVIEW: THE POWER TRIANGLE: HOW THE CCO EMPOWERS THE CIO AND CMO BY TURNING DATA INTO INSIGHTS
May 4, 2018
In a world of connected customers, building the right experience is every company’s top priority. Read more from Global Banking and Finance Review here.
CUSTOMER MAGAZINE: CUSTOMER MAGAZINE ANNOUNCES WINNERS OF 2ND ANNUAL WORKFORCE OPTIMIZATION INNOVATION AWARDS
April 27, 2018
TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2017 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine. Read more from CUSTOMER Magazine Review here.
RETAIL CUSTOMER EXPERIENCE: THE FUTURE OF RETAIL: MORE TECH AND EVEN MORE HUMAN
April 25, 2018
More and more retailers are experimenting with new and innovative technology and it’s starting to net real business results. Read more from Retail Customer Experience here.
INC.: 20 EXECUTIVES SHARE LESSONS THEY WISH THEY COULD HAVE TOLD THEIR YOUNGER SELVES
April 19, 2018
Take some tips from high-achieving individuals keen on identifying their mistakes, learning from them, and growing into better human beings. Read more from Inc. here.
CUSTOMER THINK: NEW CALABRIO STUDY REVEALS C-LEVEL EXECUTIVES RELY ON LIMITED DATA TO DRIVE BUSINESS CHANGE
March 30, 2018
Findings show organizations ignore crucial sources of customer feedback, thus missing out on opportunities to meet customer expectations. Read more from Customer Think here.
FORBES: STUDENT LOAN REPAYMENT: THE JOB PERK OF THE FUTURE
March 30, 2018
As young people continue to enter the workforce already weighed down by high amounts of student debt, some companies are taking notice. Read more from Forbes here.
DIRECTORS’ CLUB NEWSWIRE: CALABRIO ENHANCES ANALYTICS PLATFORM WITH SENTIMENT ANALYSIS TO ACCURATELY CAPTURE AND INTERPRET CUSTOMER INSIGHTS
March 29, 2018
Calabrio, a leading provider of customer engagement and analytics software, today introduced a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimisation and engagement suite. Read more from the Directors’ Club Newswire here.
TMCNET: ANALYTICS ENABLE UNDERSTANDING, PREPAREDNESS & IMPROVED PRODUCTS AND SERVICES
March 28, 2018
Analytics is what happens when we put our data to work for us. And everybody by now seems to understand the potential value of big data. Read more from TMCNet here.
CALL CENTER TIMES: TAKING THE PAIN OUT OF FORECASTING – Q AND A WITH CALABRIO
March 27, 2018
Taking The Pain Out Of Forecasting – Q and A with Calabrio. Read more from Call Center Times here.
CONTACT CENTER WORLD: NEW CALABRIO STUDY REVEALS C-LEVEL EXECUTIVES RELY ON LIMITED DATA TO DRIVE BUSINESS CHANGE
March 26, 2018
Companies know they must adapt to change in order to compete, but often don’t rely on a wide enough lens into data to drive change. Read more from Contact Center World here.
MARTECH SERIES: CALABRIO STUDY: C-LEVEL EXECS RELY ON LIMITED DATA TO DRIVE BUSINESS CHANGE
March 26, 2018
New Findings by a Calabrio Report Show Organizations Ignore Crucial Sources of Customer Feedback, Thus Missing out on Opportunities to Meet Customer Expectations. Read more from MarTech Series here.
DIGITAL STRATEGY CONSULTING: TOP BOSSES ‘RELY ON LIMITED DATA’ TO DRIVE BUSINESS CHANGE
March 26, 2018
Organisations ignore crucial sources of customer feedback, thus missing out on opportunities to meet customer expectations, according to new research. Read more from Digital Strategy Consulting here.
BDAILY: C-LEVEL EXECUTIVES RELY ON LIMITED DATA TO DRIVE BUSINESS CHANGE
March 26, 2018
Companies know they must adapt to change in order to compete, but often don’t rely on a wide enough lens into data to drive change. Read more from Bdaily here.
FORBES: THE TWO SURPRISING IMPACTS THAT INTELLIGENT VOICE ASSISTANTS ARE HAVING ON CUSTOMER EXPERIENCE
March 26, 2018
The Two Surprising Impacts That Intelligent Voice Assistants Are Having On Customer Experience. Read more from Forbes here.
REAL BUSINESS: THE BREAKING POINT: KEEPING THE HUMAN IN CUSTOMER EXPERIENCE
March 26, 2018
DATAIQ: FIRMS RELYING ON TOO FEW DATA SOURCES TO DRIVE STRATEGIES
March 23, 2018
ITPROPORTAL: BUSINESSES NOT UTILISING THE FULL POTENTIAL OF THEIR DATA
March 23, 2018
Calabrio report find that companies know data is crucial when making decisions, but aren’t getting all the information they need. Read more from ITProPortal here.
ADWEEK: THE WIDENING GAP BETWEEN CUSTOMER SERVICE AND THE CUSTOMER
March 15, 2018
Over half of customer service agents find dealing with complex issues to be one of the most challenging things about their job. Read more from Adweek here.
ITPROPORTAL: THE CUSTOMER EXPERIENCE BREAKING POINT
March 9, 2018
In a technology-driven world, the top priority should still be creating a relationship between the brand and individual customer, and that simply cannot be done by solely relying on the latest and greatest solutions. Read more from ITProPortal here.
DESTINATIONCRM.COM: AS THE WFO MARKET EVOLVES, WILL VENDORS ADAPT?
March 5, 2018
New targets, the demand for personalization, and the need to adjust sales models are among the challenges. Read more from DestinationCRM.com here.
TWIN CITIES BUSINESS: WHO SHOT THE WAREHOUSE DISTRICT?
March 5, 2018
A true Minneapolis story: the best intentions, questionable results. Read more from Twin Cities Business here.
MARKETINGPROFS: HOW TO PUT EMPLOYEES FIRST IN THE CUSTOMER EXPERIENCE, AND WHY YOU SHOULD
March 5, 2018
At many companies, the frontline of customer experience—the contact center—isn’t meeting customer expectations. Although brands are adopting new technologies to better interact with customers and understand their wants and needs, the answer to delivering the right experience may be simpler than that. Read more from MarketingProfs here.
AMAZON GO: RETAIL’S FUTURE AND NEW PERSONALIZATION CHALLENGES
February 23, 2018
When Amazon opened its first cashier-free AmazonGo store last month, it changed the game for retailers. The cashier-less store brings with it a new focus for retailers: how to provide a personalized, human experience without the human. Read more from The Drum here.
CALABRIO NAMED A VISIONARY IN GARTNER’S MAGIC QUADRANT FOR WORKFORCE ENGAGEMENT MANAGEMENT
February 8, 2018
Calabrio announced that Gartner, Inc. has named the company as a Visionary in the January 2017 Gartner Magic Quadrant for Workforce Engagement Management for its completeness of vision and ability to execute. Read more via Directors’ Club here.
CONVERGEONE LAUNCHES ‘CLOUD EXPERIENCE OFFERING’
February 5, 2018
Value-added distributor ConvergeOne has debuted its Cloud Experience offering (C1CX), which combines third-party software applications and integration and professional services for contact centers and unified communications. Read more via Channel Vision Magazine here.
CONVERGEONE ADVANCES ITS COLLABORATION CAPABILITIES AND ENHANCES CLOUD EXPERIENCE WITH C1CX OFFERING
February 5, 2018
ConvergeOne, a leading IT services provider of collaboration and technology solutions, continues to change the collaboration landscape with its ConvergeOne Cloud Experience offering (C1CX). Read more via Directors Club here.
FROM OMNICHANNEL TO OMNIPRESENT: THE NEW CUSTOMER EXPERIENCE
January 23, 2018
Keeping up with customers isn’t easy, especially when the way they prefer to communicate with brands is constantly changing. Read more via Website Magazine here.
25 SIMPLE DAILY HABITS THAT SEPARATE HIGH ACHIEVERS FROM EVERYONE ELSE
January 22, 2018
Succeeding in business and life often depends on consistency, diligence, and discipline. At least, that’s what more than two dozen high-achieving executives say. Here are the daily habits they credit for being where they are today. Read more via Inc Magazine here.
HOW TO SHOP FOR CONTACT CENTERS
January 12, 2018
Organizations that are shopping for new contact center offerings should be sure to consider their reporting requirements and whether the solutions they’re looking at can support them. Read more via Workforce Management Today here.
THE NEXT POWER COUPLE: HOW THE CMO AND CCO TOGETHER CAN NAIL THE CUSTOMER EXPERIENCE
January 9, 2018
The contact center has traditionally fallen under the jurisdiction of the Chief Customer Officer (CCO). But, we’re starting to see a shift: Last year approximately 66 percent of CMOs owned the customer experience. And as that trend continues, more marketers view the contact center as a valuable asset in their arsenal. Read more in MarTech Series here.
WHAT WILL AI BRING IN 2018? EXPERTS SOUND OFF
January 2, 2018
Artificial intelligence had a breakout year in 2017. But considering the technological and business momentum, AI is poised to have an even bigger year. Here’s a peek at what AI could bring us in 2018 year according to industry and tech experts. Read more on Datanami here.
HOLIDAY SEASON CONS: MORE CALLS MEAN MORE FRAUD FOR CONTACT CENTERS
December 22, 2017
2018 DIGITAL FORECAST
December 22, 2017
Take a look at what 31 professionals have to say about what 2018 will have in store when it comes to acquiring and retaining customers and the strategies and technologies needed to do so. Read more on Website Magazine here.
HOW TO OVERCOME CUSTOMER EXPERIENCE BLINDSPOTS
December 12, 2017
When the concept of customer experience came on the scene years ago, the discussion started around how to get back to what customers want – a trusted, meaningful relationship without all the bluster and hype. Read more from Christine Crandall on Openview here.
AN OUTCOMES-BASED CUSTOMER ENGAGEMENT PROGRAMME
December 7, 2017
Brands must move away from simply measuring customer engagement success based on efficiency. They must take into account the long-term customer experience outcomes. Read more from Tom Goodmanson on My Customer here.
STAY NIMBLE WITH “A LA CARTE” CUSTOMER SERVICE SOLUTIONS
December 7, 2017
There are a number of clear benefits to businesses of all size that go the a la carte route. Read more on Customer Think here.
THE ONE MUST-HAVE EVERY CUSTOMER FACING EMPLOYEE NEEDS
December 6, 2017
A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Read more on the Beyond Philosophy Blog here.
THE ONE MUST-HAVE EVERY CUSTOMER FACING EMPLOYEE NEEDS
December 6, 2017
A new study reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Read more on Call Centre Helper here.
WHY YOU MAY WANT YOUR CONTACT CENTRE IN THE CLOUD
November 29, 2017
To maintain a high level of customer satisfaction in today’s always-on digital world, brands must deliver great experiences and exceed expectations for relevance and personalization with every customer interaction. Read more on MyCustomer here.
WHEN CALL CENTRES DAMAGE BRANDS
November 23, 2017
While customer experience continues to be the top priority for businesses, a new report announced today, “The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era,” reveals that 56 percent of contact centre employees cite complex customer problems as their top challenge. Read more from HR Director here.
COMPLEX CUSTOMER ISSUES NUMBER ONE CHALLENGE FOR CONTACT CENTRE EMPLOYEES
November 22, 2017
While customer experience continues to be the top priority for businesses, a new report reveals that 56 per cent of contact centre employees cite complex customer problems as their top challenge. Read more on Call Centre Briefing here.
CALABRIO APPOINTS EMEA GENERAL MANAGER TO SPEARHEAD REGIONAL GROWTH
November 21, 2017
Calabrio, a leading provider of customer engagement and analytics software, has hired Kris McKenzie as Senior Vice President and General Manager for EMEA. Read more from BDaily here.
CONTACT CENTRE EMPLOYEES WARN LACK OF SUPPORT WILL IMPACT THE BRAND EXPERIENCE – CALABRIO
November 21, 2017
New Calabrio study reveals complicated customer issues are the number one challenge facing contact centre employees, and brands are failing to provide needed support. Read more from Field Marketing here.
CUSTOMER SUPPORT TEAMS FIND JOB MORE CHALLENGING THAN EVER
November 21, 2017
More than half, 56 percent, of customer contact center employees are dealing with complex customer issues and 60 percent say the company they work for has left them ill equipped to handle problems. Read more on the Retail Customer Experience here.
CONTACT CENTRE AGENTS WARN COMPLEX CUSTOMER ISSUES AND LACK OF SUPPORT WILL TAKE THEIR TOLL
November 17, 2017
New Calabrio study reveals complicated customer issues are the number one challenge facing contact centre employees, and brands are failing to provide needed support. Read more from Engage Customer here.
HOW MACHINE LEARNING CREATES DEMAND FOR HUMAN WORKERS
November 17, 2017
Video: How machine learning creates demand for human workers. Watch more on Tech Republic here.
THE PATH TO ZERO: WHY CONTACT CENTER ATTRITION IS THE KEY TO THE CUSTOMER EXPERIENCE
November 16, 2017
The topic of the customer experience is dominating headlines, and it’s disrupting how entire industries do business. Read more from Customer Think here.
INCREASINGLY COMPLEX CUSTOMER PROBLEMS, LACK OF SUPPORT TO HURT BRANDS
November 14, 2017
Commissioned by Calabrio, a leading provider of customer engagement and analytics software, the study surveyed more than 1,000 contact centre employees in the UK and US to uncover the true health of today’s contact centres. Read more from Total Telecom here.
CUSTOMER EXPERIENCE AT RISK DUE TO ILL-EQUIPPED STAFF
November 13, 2017
Contact centre agents might be manning the front line of brands’ customer experience efforts but the majority (60%) admit their company has left them ill-equipped to handle complex customer problems. Read more from Decision Marketing here.
CONTACT CENTRE EMPLOYEES WARN INCREASINGLY COMPLEX CUSTOMER PROBLEMS AND LACK OF SUPPORT WILL IMPACT THE BRAND EXPERIENCE
November 13, 2017
While customer experience continues to be the top priority for businesses, a new report reveals that 56 percent of contact centre employees cite complex customer problems as their top challenge. Read more from Directors News Club here.
DOES YOUR CONTACT CENTRE NEED A TECHNOLOGY BOOST?
November 13, 2017
Contact centres across the UK need to invest in new technology to ensure both workers and customers benefit, study finds. Read more from ITProPortal here.
341: THE RACE FOR REAL-TIME DATA | JENNY KRAY, CFO, CALABRIO
November 10, 2017
Join us when Jenny Kray reveals her growing focus on accessing and distributing real-time data to elevate strategic decision-making throughout the Calabrio organization. Read more from CFO Thought Leader here.
FOCUS ON YOUR EMPLOYEES FOR CUSTOMER RETENTION
November 2, 2017
Today’s workforce is transient—the days of a job for life are long gone. That isn’t a bad thing; we learn new skills and different approaches from every place we work. Read more from My Customer here.
CALABRIO APPOINTS EMEA GENERAL MANAGER TO SPEARHEAD REGIONAL GROWTH
October 10, 2017
Calabrio, a leading provider of customer engagement and analytics software, has hired Kris McKenzie as Senior Vice President and General Manager for EMEA. Read more from Directors Club Newswire here.
WORKPLACE ANALYTICS: SURVEILLANCE OR SAVIOUR?
September 19, 2017
Could ever-more sophisticated systems transform how businesses measure and improve their productivity through close analysis of their employees’ work patterns? Read more from Engineering & Technology magazine here.
CLOUD CONTACT CENTRE IS THE NEW INVESTMENT OF CHOICE FOR SMART BRANDS
September 6, 2017
With the IDC predicting that by 2018 more than half of all enterprise workloads will be based in the cloud, CEO Tom Goodmanson explains why former doubters should consider this approach for their contact centre platform. Read more from IT Pro Portal here.
AS THE WFO MARKET EVOLVES, WILL VENDORS ADAPT?
August 28, 2017
New targets, the demand for personalization, and the need to adjust sales models are among the challenges. Read more from Destination CRM here.
3 WAYS TO TRANSFORM THE CUSTOMER EXPERIENCE
August 23, 2017
As the stakes get higher the CMO and the chief customer officer – CCO – must learn to work together to stay competitive in the customer experience arena. Read more from Information Age here.
BROADSOFT UPDATES CC-ONE SUITE
August 23, 2017
BroadSoft, a provider of cloud business software for unified communications, collaboration, and contact center, has enhanced its CC-One cloud contact center solution with workforce optimization (WFO), including quality management, workforce management, and WFO analytics, as well as speech-enabled interactive voice response (IVR). Read more from Smart Customer Service Magazine here.
HOW CAN MARKETERS OWN THE CUSTOMER EXPERIENCE?
August 14, 2017
Rebecca Martin, VP of marketing at Calabrio, shares five top tips on how to meet increasing customer expectations. Read more from Marketing Gazette here
IN A WORLD DRIVEN BY TECHNOLOGY, CUSTOMERS NEED HUMAN CONNECTION
August 11, 2017
Future customer conversations will be with artificial intelligence, but also with humans. Read more from MinuteHack here.
THE NEW C-SUITE: THE RISE OF THE CCO
August 10, 2017
Ten years ago, with the advance of marketing technology, the role of the Chief Marketing Officer (CMO) fundamentally changed. As marketing shifted from a cost center to a revenue generator, the C-suite increasingly turned to the CMO for detailed data about marketing’s impact on the bottom line. Read more from MarTechSeries here.
A 2020 EXPERIENCE: USING INSIGHTS TO DELIVER CUSTOMER SATISFACTION
August 9, 2017
To succeed in customer experience, organisations will be expected to seamlessly pair customer interactions with marketing outcomes through processing the right data sets generated directly by products and services, rather than third party web analytics. Read more from Information Age here.
MIFID II; KEEP CALM, COMPLIANT AND IN THE CLOUD
August 9, 2017
After seven years in the making, the Markets in Financial Instruments Directive II is here. Out of the fog of requirements and regulations comes the cloud with an easier path to compliance. Read more from Global Banking and Finance Review here.
THE RISE OF THE CCO: CREATING A CUSTOMER-FIRST EXPERIENCE
August 3, 2017
Customers have developed high expectations for their interactions with a business and are now more loyal to the experience than the brand, making them more powerful than ever. Read more from ExchangeWire.com
CREATING BETTER CUSTOMER EXPERIENCES WITH CALABRIO ONE
August 3, 2017
Contact centers were once perceived by organizations as “cost centers”– a department that does not directly generate revenue yet still costs money to run. But with the customer experience gaining momentum and becoming every brand’s top priority, contact centers have undergone an exciting metamorphosis. Read more from SourceForge here.
THE RISE OF THE CCO: CREATING A CUSTOMER-FIRST EXPERIENCE
August 1, 2017
Customers have developed high expectations for their interactions with a business and are now more loyal to the experience than the brand, making them more powerful than ever. Read more from ExchangeWire here.
SHOULD HR OWN CUSTOMER EXPERIENCE?
July 27, 2017
Some 15 years after customer experience, or CX, first began to make a real appearance in mainstream business, it seems to now be taking on a more strategic role. Read more from Personnel Today here.
EMPOWERING INNOVATIONS: WHY YOU MAY WANT YOUR CONTACT CENTRE IN THE CLOUD
July 26, 2017
Tom Goodmanson CEO at Calabrio discusses the benefits of cloud technology for contact centre platforms and why doubters should embrace its positive attributes. Read more from Customer Think here.
CALABRIO HIRES VICE PRESIDENT OF STRATEGIC PLATFORMS TO DRIVE CONTINUED GROWTH
July 26, 2017
Calabrio, a leading provider of customer engagement and analytics software, has hired Cisco marketing veteran Ross Daniels to serve as Vice President of Strategic Platforms. Read more from Contact Centre News here.
CUSTOMER EXPERIENCE: MARKETING’S NEW BATTLEGROUND
July 14, 2017
In an era of increased competition, smart brands are taking to a new battleground in a bid to win more customers. That battleground is customer experience. Read more from Digital Marketing Magazine here.
FIVE9 LAUNCHES MAJOR RELEASE FOR GLOBAL ENTERPRISES, PROVIDING A POWERFUL CLOUD PLATFORM THAT ENABLES DIGITAL TRANSFORMATION
July 12, 2017
Five9, a leading provider of cloud software for the enterprise contact center market, today announced the availability of Summer Release 2017, the latest major release of the award winning Virtual Contact Center (VCC). Read more from VM Blog here.
FIVE9 TAKES ON THE WORLD
July 12, 2017
Announces far-reaching architectural changes for its cloud contact center service as part of summer software release. Read more from No Jitter here.
TOWARDS ZERO PERCENT AGENT TURNOVER IN THE CONTACT CENTRE – INTERVIEW WITH TOM GOODMANSON
July 11, 2017
In this interview Tom Goodmanson, President and CEO of Calabrio. We talk about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. Read more from Customer Think here.
TOWARDS ZERO PERCENT AGENT TURNOVER IN THE CONTACT CENTRE – INTERVIEW WITH TOM GOODMANSON
July 8, 2017
Interview with Tom Goodmanson, President and CEO of Calabrio, about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. Read more from Adrian Swinscoe here.
WHY MARKETERS SHOULD BE SEAMLESSLY PAIRING CUSTOMER INTERACTIONS
June 8, 2017
What does it take for marketers to deliver a personalised customer experience? Data, machine learning and listening to consumers might be the answer. Read more from PerformanceIN Magazine here.
C-SUITE RESHIFTS FOCUS TO CUSTOMER EXPERIENCE
June 7, 2017
BLINDSPOTS THE C-SUITE HAVE ON CUSTOMER EXPERIENCE AND HOW TO OVERCOME THEM
June 2, 2017
The basis of competition today isn’t about your products or competitors. It’s about how well you fully meet customer expectations, across all channels. That’s it. Pretty simple. Read more from MarTech Advisor here.
BRANDS UNCLEAR WHO SHOULD TAKE RESPONSIBILITY FOR CUSTOMER EXPERIENCE
June 1, 2017
Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it. Read more in Marketing Week here.
READY, SET, SELL! SIX THINGS A RETAIL CIO SHOULD KNOW IN 2017
May 30, 2017
The retail industry is competitive and, with so many purchasing options either online or in-store, customers have their pick of where to get the items that they want and need. This means the pressure is on for retail brands to offer the things their customers want while delivering the best customer experience. Read more in Retail TouchPoints Magazine here.
MILLENNIALS AND THE NEW ERA OF EXPERIENCE LOYALTY
May 17, 2017
As millennials come to age into the workplace, they are also coming to age as the largest buying group in the coveted 18-35 age range since the baby boomers in 1965. However, with the ever-changing technology options available, brands need to take heed to the way millennials think, act and buy. Brand loyalty isn’t gone, it has just dramatically changed. Read more from CustomerThink here
SERENOVA PARTNERS WITH CALABRIO
May 10, 2017
Serenova, contact center-as-a-service (CCaaS) provider, and Calabrio, a provider of customer engagement and analytics software, today announced a strategic partnership in which Serenova will resell Calabrio’s Workforce Optimization (WFO) software. The deal also tightly integrates Serenova’s CxEngage contact center platform with the Calabrio ONE WFO suite, including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics offerings. Read more from Smart Customer Service Magazine here.
AMAZON MOVES ALEXA INTO THE CONTACT CENTER
May 1, 2017
Amazon has a reputation for not only delivering excellent customer service but also continually innovating to make the experience better and easier for customers. Now, following Amazon Web Service’s late March release of Amazon Connect, a suite of cloud-based contact center services, companies can quite literally borrow a page from Amazon’s playbook. Read more from Destination CRM here.
AWS PUTS THE CALL CENTRE IN THE CLOUD WITH AMAZON CONNECT
March 28, 2017
Amazon Web Services (AWS) has revealed its new contact centre service, Amazon Connect, a self-service cloud-based platform that enables users to set up a contact centre easily. This means users will be able to create their own contact centre, design contact flows and on-board agents using a modern interface that is entirely web-based. Read more from Computer Business Review here.
AMAZON CONNECT BRINGS CONTACT CENTERS TO THE CLOUD
March 28, 2017
Amazon today released Connect, a contact center as a service offering hosted in the Amazon Web Services cloud. The move represents AWS attempting to jump into a burgeoning market for cloud-based contact center software, while continuing to push AWS into the enterprise communications market. Read more from Network World here.
FOCUS ON YOUR EMPLOYEES
March 13, 2017
Today’s workforce is transient—the days of a job for life are long gone. That isn’t a bad thing; we learn new skills and different approaches from every place we work. Similarly, bringing in fresh talent to a business keeps us all on our toes and makes us look at things a little differently. Read more from eConnect Call Centre Summit here.
HOW TOPIC MODELING CAN CHANGE HOW BRANDS INTERACT WITH CUSTOMERS
February 24, 2017
Nobody likes a Monday morning quarterback. He’s the guy who always knows exactly how to run a play to score a touchdown…the day after the game. As much as the postgame know-it-all gets under everyone’s skin, many brands are Monday morning quarterbacking with one of their biggest assets: their customers. In this article Matt Matsui shares how analytics and topic modeling can advance your brand. Read more from Datanami here.
ANDREW MOLACEK TALKS WORKFORCE OPTIMIZATION
February 11, 2017
For those of us in the contact center industry we have always known that contact centers are where real people have real conversations that have real impact. Brand reputation can be saved, squandered or skyrocket as a result of a contact center interaction. And workforce optimization could help you make more positive outcomes. Read more from Customer Think here.
NEW YEAR, NEW RESOLUTIONS: 4 BRAND STRATEGIES TO BOOST CUSTOMER SATISFACTION IN 2017
December 30, 2016
Successful brands are always evaluating plans to build customer loyalty, analyzing what is and is not resonating with customers, then driving those insights back into their business. This time of year, many brands are making New Year’s resolutions, starting with evaluating and solidifying 2017 customer strategies to reach revenue and profitability goals. Read more from Retail Customer Experience here.
HERE’S WHAT B2B MARKETERS REALLY WANT FOR CHRISTMAS
December 22, 2016
Ah, the joys of Christmas mornings. Waking up, seeing the presents under the tree. It got us thinking. Do B2B marketers have Christmas wish lists? What do they fantasize finding under the metaphorical tree? Read more to learn what B2B marketers really want from Christmas from CMSWire.
ROCKET MAN
December 16, 2016
The numbers are extraordinary and Calabrio has become an industry force to be reckoned with under Goodmanson’s Leadership. Read more from Paul Stockford in Contact Center Pipeline Magazine here.
K.K.R., WITH DEAL FOR CYBERSECURITY COMPANY, EXTENDS ITS FLURRY OF ACTIVITY
December 6, 2016
In an ever-crowded field of investors pouring money into the technology industry, Kohlberg Kravis Roberts was among the first. And with a nearly $2 billion deal, the investment giant will extend its multibillion-dollar flurry of activity from the past year. Read more from the New York Times here.
GENESYS PURCHASES INTERACTIVE INTELLIGENCE, KKR BUYS CALABRIO
October 28, 2016
Last month in this space I talked about how it had been a busy few months for acquisitions in the customer experience arena. Since then we’ve seen even more M&A. Read more from TMC Net here.
22 SIMPLE HABITS THESE EXECUTIVES POINT TO FOR THEIR SUCCESS
October 15, 2016
SALES SCRIPTS ARE DEAD: THE CASE FOR ABANDONING THEM AT YOUR CONTACT CENTER
October 12, 2016
Consumers interact with companies via phone every day, so it’s important that brands deliver the right experience every single time. Whether a customer is dialing in for support or is the recipient of a marketing call, contact center agents are on the other end of the line trying to resolve issues, promote new products, or offer upsell opportunities. Read more here.
A PLATFORM FOR THE MODERN MULTICHANNEL CONTACT CENTER
October 11, 2016
Enterprises are moving their contact centers to the cloud and there has been a surge of providers emerging to handle the influx. Read more from Website Magazine here.
HOW DATA ANALYTICS CAN HELP WITH REGULATORY COMPLIANCE
October 10, 2016
Does data analytics have a place in the in-house legal department? At more and more companies, the answer is yes. Read more about companies could use data analytics to analyze their contact center from FindLaw here.
CALABRIO ROLLS OUT CLOUD-BASED PLATFORM FOR CUSTOMER DATA
October 10, 2016
Calabrio, a fast-growing Minneapolis software company, has made over its main product so that it can store data in a network “cloud” instead of using on-site systems. Read more from the Minneapolis Star Tribune here.
THREE AREAS EVERY BUSINESS CAN APPLY ANALYTICS TO IN ORDER TO AVOID REGULATORY TROUBLE
October 4, 2016
With stringent regulations enforcing compliance, such as HIPAA or Sarbanes-Oxley, it’s imperative that companies maintain strict procedures to avoid facing potential fines or lawsuits, and risking consumer distrust. In this article Matt Matsui shares how anaytics technology can keep your business out of regulatory hot water. Read more. >
MINNEAPOLIS/ST. PAUL BUSINESS JOURNAL: CALABRIO CEO GOODMANSON: SALE TO KKR WILL MEAN MORE MINNEAPOLIS GROWTH
August 31, 2016
Hear from CEO Tom Goodmanson about plans for Calabrio after an acquisition by private equity firm KKR. Read more via a subscription at BizJournals.com. >
SMART CUSTOMER SERVICE: KKR TO ACQUIRE CALABRIO
August 31, 2016
Global investment firm KKR will acquire Calabrio, a provider of customer engagement and analytics software. Financial terms of the transaction were not disclosed, but The Wall Street Journal is reporting that the deal is valued at roughly $200 million. Read more. >
KKR BUYS CALABRIO, MINNEAPOLIS MAKER OF CALL-CENTER ANALYSIS SOFTWARE
August 30, 2016
Calabrio, a Minneapolis-based maker of software that studies call-center interactions, is being purchased by KKR & Co., the well-known New York investment group. Read more from the Minneapolis Star Tribune here.
KM WORLD MAGAZINE: KKR TO ACQUIRE CUSTOMER ANALYTICS SOFTWARE PROVIDER CALABRIO
August 30, 2016
Calabrio, a provider of customer engagement and analytics software, and KKR, a global investment firm, have entered into a definitive purchase agreement whereby KKR will acquire Calabrio. Financial terms of the transaction were not disclosed. The closing of the transaction is subject to receipt of regulatory approvals and other customary closing conditions. Find out more from KM World. >
DETROIT FREE PRESS: THE MARKET IN 5 MINUTES
August 30, 2016
Jason Shubnell of Detroit Free Press covers KKR’s acquisition of Calabrio under Deal Talk. Read more. >
RTT NEWS: KKR TO ACQUIRE CALABRIO; TERMS UNDISCLOSED
August 30, 2016
Calabrio, a provider of customer engagement and analytics software, and KKR & Co. L.P. (KKR), a global investment firm, said that they have entered into a definitive purchase agreement whereby KKR will acquire Calabrio. Read more. >
STAR TRIBUNE: KKR BUYS CALABRIO, MINNEAPOLIS MAKER OF CALL-CENTER ANALYSIS SOFTWARE
August 30, 2016
Calabrio, a Minneapolis-based maker of software that studies call-center interactions, is being purchased by KKR & Co., the well-known New York investment group. “I couldn’t be happier,” Tom Goodmanson, Calabrio’s chief executive, said in an interview. “There’s a lot of great partners out there but I think we really grabbed on to the best available to us.” Read more from the Star Tribune. >
REUTERS: BRIEF-KKR TO ACQUIRE CALABRIO
August 30, 2016
Reuters cover KKR’s acquisition of Calabrio in this brief. >
FORTUNE: TERM SHEET — TUESDAY, AUGUST 30
August 30, 2016
Dan Primack at Fortune highlights KKR’s acquisition of Calabrio under Private Equity Deals. Read more. >
MINNEAPOLIS/ST. PAUL BUSINESS JOURNAL: PRIVATE EQUITY GIANT WILL BUY SOFTWARE DEVELOPER CALABRIO FOR $200M
August 30, 2016
Calabrio, a developer of call-center software, could be poised for growth as part of a $200 million sale to KKR & Co. The Wall Street Journal reports that the New York private equity firm has agreed to buy Minneapolis-based Calabrio in a deal that could be announced as soon as today. Read more. >
WALL STREET JOURNAL: KKR TO BUY CALL-CENTER SOFTWARE MAKER CALABRIO
August 30, 2016
KKR & Co. said Tuesday it would buy call-center software maker Calabrio, a bet that high-tech customer-interaction tools will give some businesses an edge. The New York private-equity firm didn’t disclose terms of the deal, but a person familiar with the matter told The Wall Street Journal it would be a $200 million all-equity transaction. Learn more at wsj.com. >
BRANDS: HOW SPEECH ANALYTICS CAN WORK FOR YOU
August 26, 2016
Speech analytics may be the next frontier in customer engagement according to one expert. What are speech analytics and what makes them so important? Find out in this Q&A with Calabrio’s Matt Matsui. >
CALABRIO CEO LOOKS TO BRING CUSTOMER SERVICE TO A NEW LEVEL
August 25, 2016
You don’t have to be a customer-service professional to have heard stories about customer-contact centers colossally failing to address consumer concerns. While much of the public accepts such stories as commonplace, Tom Goodmanson, president and CEO of Calabrio, is on a quest to change those perceptions. Read more from Sync Magazine. >
DON’T BE A BIG DATA SNOOPER
August 23, 2016
One of the biggest challenges that data scientists face is separating true predictors from false ones. When an airtight causal model can’t be created, data scientists often look to a secondary class of models based on correlations to accurately predict outcome. However, when using these models, great care must be taken to avoid falling victim to the data snooping bias. Read more from Datanami.
NEW REPORT SHARES DETAILS ABOUT THE WORKFORCE MANAGEMENT SOFTWARE INDUSTRY DEVELOPMENT TRENDS, COMPETITIVE LANDSCAPE AND KEY REGIONS
August 22, 2016
2016 Global Workforce Management Software Market Report is a professional and in-depth research report on the world’s major regional market conditions of the Workforce Management Software industry, focusing on the main regions and the main countries (United States, Europe, Japan and China). Read more from WhaTech.
SPEECH ANALYTICS MARKET GROWING AT AN ESTIMATED COMPOUND ANNUAL GROWTH RATE (CAGR) OF 22.0% ACCORDING TO NEW RESEARCH REPORT
August 12, 2016
Speech analytics technology is witnessing the rising demand due to the need to decipher hidden insights from the customer interaction data. The report covers detailed information regarding the major factors influencing the growth of the speech analytics market, such as drivers, restraints, challenges, and opportunities. Learn where Calabrio falls in the industry. >
GIVE PREDICTIVE ANALYTICS A BOOST WITH THE HUMAN TOUCH – CMS WIRE
July 28, 2016
Cultivating customer loyalty is a top priority for any business, and most brands today believe that if they can preemptively gain a better understanding of customer needs, they can take subsequent steps to anticipate and fill those needs to create a more positive customer experience. Learn how to accomplish these goals >
SECRETS OF THE DATA WHISPERER
July 21, 2016
As big data technology evolves, so does the role humans play to operationalize data science. Well-defined job descriptions exist for folks like data scientists, data analysts, and data engineers, but there’s a certain class of data problem that aren’t always good match for their abilities. To fill in the gaps, some big data practitioners are turning to an emerging role dubbed the data whisperer.
3 WAYS TO IGNORE THE RESUME AND FIND REAL TALENT
July 19, 2016
Find out how to look past the impressive resumes and determine which of the candidates will actually drive your organization forward. Read what our CEO Tom Goodmanson looks out for in new hires. Read more at inc.com. >
THE NEVER-ENDING CUSTOMER JOURNEY
July 4, 2016
The customer journey is a complex story, told by many disparate data points collected along the path to purchase. Analysis of this data provides a snapshot of customer behavior, informing all arms of the organization how to adjust sales, marketing and technology strategies to ensure that the company meets goals and projections. Yet, even with today’s sophisticated tracking and CRM tools, there are still gaps because important contact center data is being left on the table. Read more at insidebigdata.com. >
7 PREDICTIONS FOR THE FUTURE OF CUSTOMER ENGAGEMENT IN THE CONTACT CENTER
April 29, 2016
The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. Yes, cows: A company in the Netherlands has developed a sensor that attaches to a cow’s ear, monitors its vital signs, and reports back to the farmer via email or text.
The pace at which technology marches forward is incredible. The researchers at Gartner estimate that nearly 12.5 billion devices are connected to the Web. By 2020 the number of connected “things” is expected to rise to 30 billion, and devices will outnumber people on the Internet. Should we be worried?… >
TITANS OF TECHNOLOGY 2016 — TOM GOODMANSON
April 20, 2016
They say tech leaders are more driven than most: driven to keep current, driven to find the next great idea.
How driven is Tom Goodmanson, CEO of Minneapolis-based Calabrio Inc.? Read on to BizsJournals.com to find out. >
CALABRIO FEATURED IN FINANCE & COMMERCE AS PROGRESS MN HONOREE
April 19, 2016
Capturing the customer’s voice has helped Minneapolis-based Calabrio capture new business and recognition for industry leadership.
Calabrio, which offers customer engagement and analytics software to accelerate growth through contact centers, added more than 160 new customers in 2015, more than a third of which came from their competitors.
For the first time, Calabrio was named a leader in Gartner Inc.’s “Magic Quadrant for Customer Engagement Center Workforce Optimization,” raising its profile among big competitors. Head on over to Finance-Commerce.com to see why Calabrio was nominated in 2016. >
CALABRIO FEATURED IN FINANCE & COMMERCE AS PROGRESS MN HONOREE
April 19, 2016
Capturing the customer’s voice has helped Minneapolis-based Calabrio capture new business and recognition for industry leadership.
Calabrio, which offers customer engagement and analytics software to accelerate growth through contact centers, added more than 160 new customers in 2015, more than a third of which came from their competitors.
For the first time, Calabrio was named a leader in Gartner Inc.’s “Magic Quadrant for Customer Engagement Center Workforce Optimization,” raising its profile among big competitors. Head on over to Finance-Commerce.com to see why Calabrio was nominated in 2016. >
CALABRIO PARTNERS WITH SPS
April 15, 2016
Calabrio and Strategic Products and Services (SPS), a unified communications system integrator and managed services provider, have partnered to bring customer engagement software to new markets.
Through the partnership, the companies will combine applications like call recording, quality management, and analytics. Discover more about this valuable partnership between Calabrio and SPS. >
THE INBOUND MARKETING CHANNEL THAT MOST EXECUTIVES ARE MISSING
April 7, 2016
When marketing executives consider inbound marketing, they typically focus on pre-sales ways to attract customers, primarily using digital channels.
Marketing departments spend time and money to attract potential customers to their websites by using content, social media, or other inbound tactics. The hope is to fill the sales funnel and to generate real-time engagement between brands and consumers.
The ultimate goal is to build brand affinity and—eventually—loyalty. However, the post-purchase, or “loyalty” element, often falls by the wayside.
MARCH MADNESS…EVENTS FOR CUSTOMER CONTACT, SERVICE AND SUPPORT MANAGEMENT IN THE OHIO VALLEY
March 8, 2016
CCNG International Inc. is pleased to announce its upcoming regional events in Ohio and Indiana scheduled for March and May. The first area regional event will be on March 31st in Columbus, OH with hosts Medical Mutual of Ohio and Erie Insurance. The May CCNG regional event will be in Indianapolis, IN hosted by Bluegreen Vacations on the 5th and will include a site tour of their Customer Care & Club Service contact center. Calabrio is included among the sponsors for these two regional events. Read more from this post.
FACE TIME WITH CALABRIO CEO TOM GOODMANSON
March 4, 2016
Tom Goodmanson started his career as an accountant for growing tech companies. Now, he leads one: call-center software firm Calabrio Inc. Read more via a subscription.
DOWNTOWN’S RECENT GROWTH DRIVEN BY LESS-THAN-HOUSEHOLD-NAME COMPANIES
February 13, 2016
Downtown Minneapolis is hot, six years into the economic recovery. Read more from this article.
THERE’S SOMETHING ABOUT THE TWIN CITIES THAT ATTRACTS WORKERS
January 12, 2016
Tom Goodmanson grew up in the Twin Cities suburbs. Like many natives, he moved somewhere warmer soon after college. But he eventually found himself on another well-worn path: moving back to Minnesota later in life, when the key drivers for choosing place to live included not just economic opportunity but the quality of the local public schools and proximity to loved ones. […] Read more from this post.
RECIPIENTS OF THE 2016 CUSTOMER PRODUCT OF THE YEAR AWARD ANNOUNCED
January 11, 2016
TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2016 CUSTOMER Product of the Year Award, presented by CUSTOMER magazine. Read more from this article.
MINNESOTA TECH PUTS CUSTOMERS AT THE HEART OF BUSINESS
December 21, 2015
The Midwest is often championed for its heart and welcoming spirit. This sentiment also holds true for business. Minnesota may not have the same tech sector cachet as California, but it’s quickly rising in the ranks. Tech hotspots boast nicknames like “Silicon Prairie” in Kansas City or, “Silicon Lakes” for us in Minneapolis. […] Read more from this post.
EVERYONE IS ACCOUNTABLE FOR CUSTOMER ENGAGEMENT – INCLUDING IT
December 14, 2015
The departments within a company don’t always speak the same language—try having a conversation with someone “across the aisle” and you’ll know what I mean. […] Read more from this post.
CRASH COURSE IN CODING AIMS TO GET GIRLS INTO COMPUTER SCIENCE
December 8, 2015
In Minneapolis, more than 60 girls from Visitation High School spent the morning at a software company to learn coding. Monday was “Hour of Code” day around the world, with the goal to expose more students to computer programming […] Read more from this post.
16 TRENDS RESHAPING THE ENTERPRISE DATA LANDSCAPE IN 2016
December 3, 2015
It is often said that the only constant is change. For data executives and professionals, the coming year will only bring a lot more of it. Developments as diverse as cloud, big data, real time, NoSQL, analytics, and the Internet of Things (IoT) will continue to reshape enterprise data operations and opportunities as we know them. […] Read more from this post.
TENTH ANNUAL CONTACT CENTER TECHNOLOGY AWARD WINNERS ANNOUNCED
July 21, 2015
TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2015 Contact Center Technology Award. […] Read more from this post.
OMNICHANNEL: TRACKING THE CUSTOMER EXPERIENCE
July 16, 2015
So far, in our omnichannel series, we looked at the top challenges that contact centers face when […] Read more from this post.
CEO SPOTLIGHT WITH TOM GOODMANSON
July 14, 2015
You’ve been at Calabrio for seven years. What first attracted you to the company […] Read more from this post.
EMPOWER FRONTLINE STAFF WITH QM TOOLS
June 15, 2015
How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends […] Read more from this post.
BUSINESSES ARE FROM MARS, CONTACT CENTERS ARE FROM VENUS
May 19, 2015
Analytics is Paving the Way for Cooperation Among All Aspects of the Enterprise.
Back in 1992, an author by the name of John Gray, Ph.D. wrote a booked called Men are from Mars, Women are from Venus. The basic premise of the book was that most of the relationship problems that occur between men and women are the result of fundamental psychological differences between genders. […] Read more.
THE 2015 CRM SERVICE LEADERS: WORKFORCE OPTIMIZATION
March 20, 2015
Growth for contact center workforce optimization (WFO) carried on throughout 2014, though to a lesser extent than it had the previous year […] Read more from this post.
EFFECTIVELY LEVERAGE COLLABORATIVE GAME PLAY FOR REAL-WORLD RESULTS
February 12, 2015
“People respond to incentives,” notes University of Chicago economist and best-selling author Steven Levitt. Not surprisingly, incentives are a major component of popular Massively Multiplayer Online Games (MMOGs), which allow players to cooperate and compete with each other on a large scale. […] Read more.
REAPING THE BENEFITS OF UNIFIED COMMUNICATIONS
July 8, 2014
IT managers say UC reduces costs and makes staff more productive.
Minnesota’s Dakota County has found that by holding online meetings via unified communications, it saves considerably on transportation costs. […] Read more.
ARE YOU LISTENING–REALLY LISTENING–TO YOUR CUSTOMERS?
July 7, 2014
Multichannel analytics give us a much deeper understanding of our customers, which gives us the knowledge we need to strengthen the entire business—not just the contact center.
When it comes to your customers, what you don’t know can hurt you.
Of course, we all know that on some level. It’s a key attribute of marketing: know your audience. No matter how great your product or service is, you still have to persuade people that they need it or want it. And you can’t do that unless you clearly understand your target market: who they are, what they buy and why they buy it […] Read more.
SMALL BUSINESS: CALABRIO IS DIALING UP CALL CENTER GROWTH
July 6, 2014
Taking a “left turn” to enter competition with much bigger rivals has fueled rapid expansion for the call center software maker, CEO Tom Goodmanson says.
Washing machines aren’t making their own calls for repair service yet, but Tom Goodmanson, president and CEO of Calabrio Inc., a call center workforce optimization software developer, said the Minneapolis-based company would be ready when they do. […] Read more.
LOOKING BACK ON ENTERPRISE CONNECT 2014
April 16, 2014
Another Enterprise Connect is in the books. This year’s event was marked by large crowds, and a subtle shift in focus.
With all due respect to the famous “is it a desert topping or floor wax” sketch from SNL, this year’s Enterprise Connect provided an interesting perspective on the state of UC: Is it an application, or infrastructure? […] Read more.
SPEECH ANALYTICS KEEPS GREEN MOUNTAIN COFFEE GRINDING
March 4, 2014
Calabrio ONE’s speech and desktop analytics turn unstructured data into usable information.
Founded in 1981 as a small cafe in Waitsfield, VT, Green Mountain Coffee Roasters has grown to become an industry force, with an employee base that now numbers 6,250. […] Read more.
EASY, PERSONALIZED & SMART: CALABRIO HELPS GREEN MOUNTAIN COFFEE BETTER MANAGE, ANALYZE ITS CONTACT CENTERS
December 18, 2013
Green Mountain Coffee sells a wide array of coffee, tea, and other hot beverages, as well as the Keurig machines to prepare them. Its single serving canister approach to brewing is unique, and Green Mountain continues to expand on the consumable brand and flavor options it offers. The company also has a forward-looking approach when it comes to its contact center, which relies on analytics, quality management, and workforce management solutions from Calabrio. […] Read more.
EASY, PERSONALIZED & SMART: CALABRIO HELPS GREEN MOUNTAIN COFFEE BETTER MANAGE, ANALYZE ITS CONTACT CENTERS
December 18, 2013
Green Mountain Coffee sells a wide array of coffee, tea, and other hot beverages, as well as the Keurig machines to prepare them. Its single serving canister approach to brewing is unique, and Green Mountain continues to expand on the consumable brand and flavor options it offers. The company also has a forward-looking approach when it comes to its contact center, which relies on analytics, quality management, and workforce management solutions from Calabrio. […] Read more.
CALABRIO’S ‘WORK SMARTER, WORK BETTER’ APPROACH IMPRESSES GARTNER
December 12, 2013
When a company lives up to its vision and values — never settling for a status quo, solving problems before they actually become issues, continuously bettering its products and performance, and reinvests its energies in improving user experience and simplifying management and administration — it deserves a pat on the back. So it only makes sense that Calabrio’s completeness of vision, and ability to translate the vision into reality, was acknowledged recently by Gartner. […] Read more.
MULTICHANNEL STRATEGY DRIVES CUSTOMER, EMPLOYEE EXPERIENCE TO NEW HEIGHTS
October 23, 2013
Efficiency, reduced costs, increased customer satisfaction and boosted revenues are on the wish list of every organization. In the contact center, multichannel communication systems are turning these goals into reality by converging management of any support service medium into one comprehensive tool. […] Read more.
REPORT: 39 BUSINESS EXPANSIONS TO ADD 1,500 MINNESOTA JOBS
September 11, 2013
Software developer Calabrio…moved its headquarters from Plymouth to a 30,000-square-foot office in downtown Minneapolis […] Read more.
CALABRIO OFFERS CUSTOMIZED TOOLS TO IMPROVE AGENT PERFORMANCE, CUSTOMER EXPERIENCE
September 11, 2013
Delivering quality customer service is only as good as your workforce behind it. In today’s world of social media, e-mail, voice and many other outlets for customers to use to contact organizations, companies need to be prepared with the right tools to improve agent efficiency, contact center productivity and workforce optimization to deliver the best customer experiences. Calabrio, a provider of workforce optimization solutions and applications, sets out to enable companies to do this. […] Read more.
FINDING YOUR VOICE IN THE DATA STREAM
June 11, 2013
Data that your organization is storing doubles every six months. No one should be surprised by that figure when you consider that every minute there are 48 more hours of YouTube videos uploaded, two million more search queries on Google completed and 3,600 more photos shared on Instagram. […] Read more.
INTERNET TELEPHONY’S 2013 TMC LABS INNOVATION AWARD WINNERS ANNOUNCED
June 4, 2013
NORWALK, Conn. (June 4, 2013) – TMC, a global, integrated media company helping clients in print, in person and online, today announced the winners of the 2013 TMC Labs Innovation Award presented by INTERNET TELEPHONY. […] Read more.
CALABRIO, INC. DONATES KIDS’ BIKES TO TWIN CITIES HABITAT FOR HUMANITY PARTNER FAMILIES
March 12, 2013
This past summer, 90 Calabrio, Inc. staff came together to assemble 16-inch wheel kids bikes to donate to Twin Cities Habitat for Humanity. […] Read more.
CUSTOMER [email protected] SOLUTIONS – CALABRIO’S APP-BASED PERFORMANCE SOLUTIONS
March 1, 2013
Calabrio featured on the Cover of Customer Interaction Solutions. Find out more about our workforce optimization (WFO) software.
CONTACT CENTERS – BREAK THE CHAINS
February 20, 2012
Last year, I wrote an article entitled Can the Contact Center Go Mobile? The reaction was certainly mixed between those who could and those who could not envision less physical restriction on an operation that, without a doubt, invokes images of workers tethered to headsets and workstations. […] Read more.
HOW AAA REGIONAL OFFICE ROUTES MEMBERS TO EFFECTIVE CUSTOMER SERVICE
December 6, 2011
A new member service infrastructure connects the organization’s contact center with branch offices so that AAA Western and Central New York can provide phone, IM and email service to its 850,000 members. […] Read more.
MINNEAPOLIS / ST. PAUL BUSINESS JOURNAL – FAST 50: CALABRIO INC.
October 7, 2011
Calabrio hits the Fast 50 List in MPLS/STP Business Journal for the second consecutive year .
TELECOM RESELLER – CAN THE CONTACT CENTER GO MOBILE?
October 3, 2011
The evidence is undeniable. We are a mobile society, and the pace of our wireless ways is ever increasing with the rising use of devices such as tablet computers and smartphones. […] Read more.
SPEECHTECHMAG.COM – SUITE EVOLUTION DRIVES CONTACT CENTERS
September 16, 2011
Bundling apps improves data management, customer experience
Customers today are more demanding and knowledgeable about the companies with which they do business. With a few taps on their smartphones, they can search companies’ Web sites for product and pricing information, patrol product review sites, and read opinions from peers on social media. […] Read more.
