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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 [...]

We are just a week out from Calabrio Customer Connect (C3), September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville. Check out the latest from the 2018 Speaker [...]

With the emergence of multi-channel communication in today’s contact centers comes an inherent challenge: accessing and understanding all the data created by those various channels. Having a plan [...]

As advances in technology have empowered customers and increased their expectations, both the cost of losing a customer and the value of retaining one have grown. The need for accurate, ongoing [...]

It was Oliver Wendell Holmes, Sr. who said, “A moment’s insight is sometimes worth a life’s experience.” Nowhere is this truer than in today’s contact center. Contact centers that capture and [...]

From Apple’s Macintosh “1984” ad to the soda wars of the 1990s (Pepsi and Cindy Crawford), the dotcom ads of the late 1990s/early 2000s (eTrade wasting $2 million on that dancing monkey), the [...]