Agenda spans innovation, education, business acceleration strategies and the need for change in the Workforce Optimization industry
Minneapolis, MN – Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, hosts their Annual User Group Summit this week in Minneapolis, Minn., where Calabrio is headquartered. Following a massive growth year in 2013, in which WFO revenues grew more than 70 percent and the company was again named the only Visionary in the Gartner Magic Quadrant for Contact Center Workforce Optimization*, a rapidly expanding mix of new companies and long-term Calabrio advocates will meet for a three-day summit to talk about innovative ways to solve everyday challenges, evolving business goals, new strategies for motivating teams, and the need to embrace change in order to accelerate performance.
To underscore the theme, Calabrio invited best-selling author Steven Levitt as the guest keynote – a dynamic speaker who uses simple questions to reach startling conclusions. Levitt is the popular author of Freakonomics, which spent 8 Years on The New York Times Bestseller List, as well as SuperFreakonomics, and Think Like A Freak. He is also a William B. Ogden Distinguished Service Professor of Economics, University of Chicago.
“We believe that innovative technology should be driven by the needs of the people who use it,” said Tom Goodmanson, Calabrio president and CEO. “The summit is for everyone who is working for change, anyone with a vested interest in making customer service and the contact center an even stronger asset to their organizations. As we’ve started saying – we want to kick status in the quo.”
Calabrio boasts a customer-driven innovation philosophy, in which two thirds of all product innovations annually are driven by feedback by customers at events such as the annual Summit. New features from last year’s customer input will be unveiled to customers this week.
Other highlights include a visit to Calabrio-customer Polaris Industries’ new state-of the art facility in Wyoming, Minn., for a tour and a glimpse into their strategies for sustaining strong relationships with their dealer community. Customers and Calabrio employees will participate side-by-side in a charity event, which is a highlight of the every conference, and supports Calabrio’s corporate culture of giving back.
Attendees will come from all regions, spanning more than a dozen industries, with deployments supporting ten to tens of thousands of seats. There are five separate tracks, with topics tailored to workforce analysts, quality analysts, contact center management and executives, and IT leaders. Topics span voice of the customer, agent enablement, performance motivation strategies, omni-channel vision and obstacles, and much, much more.
Adds Goodmanson, “Our customers are visionaries that know success is earned through question and debate, by never settling for good enough and by learning from others who share common goals and challenges. The Calabrio User Group is a community of individuals who dare to embrace vision and change for the sake of making a real impact. We’re thrilled to have them come together here in our home city this week.”
About Calabrio, Inc.
Calabrio delivers workforce optimization (WFO) and analytics solutions that elevate the customer experience and drive strategic business growth. The company’s integrated Calabrio ONE® software suite—including call recording, quality management, workforce management and analytics solutions—empowers contact centers of all sizes to optimize agent performance and liberate the data that provides true insight into the voice of the customer. With more than 4,000 clients worldwide, Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has twice been named a “Visionary” by Gartner in its Magic Quadrant for Contact Center Workforce Optimization (2012/2013)*. The company also is a member of the Cisco Developer Network (CDN), and a technology partner within the Avaya DevConnect program.
Find news and information at www.calabrio.com
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Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.
*Gartner, Inc., Magic Quadrant for Contact Center Workforce Optimization, Jim Davies, November 20, 2013. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.