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Did you know today, April 19, 2018, is this quarter’s “Get to Know Your Customer Day?” I didn’t, but now that I do, it gives me a great reason to quiz you on how well you know your customers. As [...]

Have you made your New Year resolutions yet? As I thought about my own, I also thought about the top things contact centers could do to improve in the coming year. As a result, here’s my take on [...]

CMOs agree that customer retention is one of the most critical measures of a brand’s health. So why do less than half of senior leaders believe their customer experience is “satisfactory or [...]

The nature of the buyer journey is changing. As digital communication channels continue to emerge, brands need new ways to make personal connections with customers. Contact center agents make up [...]

Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions.  As customers embrace self-service options, the majority of routine [...]

There’s been a sizable change in the industry as contact centers place a stronger focus on employee engagement in order slow agent attrition rates and provide a better customer experience. [...]

Calabrio ONE recognized for helping businesses improve customer experience Minneapolis, MN — June 7, 2016 — Calabrio, a leading provider of customer engagement and analytics software, today [...]