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 [...]

We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for [...]

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their [...]