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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 [...]

Analytics helps all departments of your company 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 [...]

Financial institutions are all about the numbers. Credit scores, income levels, tax brackets. You name a piece of big data and the financial industry has learned how to find it, measure it, slice [...]

Your contact center agents are your company’s face to the outside world. They’re your frontline to your customers, the ones you trust to maintain those critical buyer relationships. But their [...]

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call [...]

The Economist Intelligence Unit recently released a report revealing 86 percent of CMOs and senior marketing executives believe that, by 2020, they will own the customer experience from start to [...]

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a [...]

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big [...]

Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase [...]

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience, [...]