How Calabrio Works with Amazon Connect to Build an Intelligent, Omnichannel Contact Center in the Cloud [VIDEO]

Calabrio ONE’s seamless integration with Amazon Connect allows you to deliver a higher quality, more consistent customer experience across every channel and leverage the voice of your customer to uncover insights that drive value across the business. Watch this video to learn how we’re working with Amazon Connect to provide powerful customer intelligence for your cloud-based contact […]

Calabrio Talks Millennials in the Workplace at Call Center World 2019

This year’s CCW marks the 21st international conference and exhibition for innovative customer dialogue. We are thrilled to be participating in CCW 2019 at the Estrel Congress Center in Berlin next week, 19 – 21 February. Join our Senior Vice President and General Manager of Calabrio EMEA, Kris McKenzie, for his session, “Millennials in the Workplace: […]

The Year of Customer Experience Through a Year of Blog Posts

As we reflect on the past year, it’s clear that employee engagement and customer experience reigned supreme. With customer expectations on the rise, companies scrambled to develop customer journeys that stood apart from the competition. We also discovered the importance of human nature in customer loyalty, with 74 percent of customers stating they are more loyal […]

How Dynamic Availability Helps with Part-Time Agent Scheduling [Video]

Give employees the flexibility to choose when they want to work without increasing your administrative overhead. Watch this video from the Calabrio Academy to learn how to use dynamic availability to schedule seasonal staff.     Read the Transcript You hired and trained some college students this summer. They were great and you’re hoping to […]

Visualizing Call Center Analytics Tools In Action [Infographic]

Analytics tools reveal insights hidden in the call center and unlock the value of “big data.” For the typical multi-channel call center, capturing and analyzing customer interactions across all channels requires a suite of analytics tools. Here is a comprehensive look into what a typical call center analytics solution looks like. Check out our infographic […]

What It Means to be an “Intelligent” Contact Center

Google the term “intelligent contact center,” and you’ll see it’s been used for years, but its definition constantly evolves and usually is widely disputed. To muddy the waters even further, contact center vendors each have their own spin on the term, typically aligning it with whichever capabilities their own platform offers. But what does this […]

Top Workload Stressors for Call Center Agents

In a late 2017 study by Meditation at Work, the top three sources of overall workplace stress were identified as:1 Workload — 36 percent People issues — 31 percent Work-life balance — 20 percent Not surprisingly, these findings—particularly the identification of  “workload” as the top workplace stressor—correlate with what we at Calabrio discovered with our […]