Calabrio In the News
The latest buzz from around the web.
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Interview with Tom Goodmanson, President and CEO of Calabrio, about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. Read more from Adrian Swinscoe here.
July 8, 2017
Demand for high-tech workers in the Twin Cities will rise in the second half of the year, a new study showed, though not quite at the record pace at the end of 2016. Read more from Star Tribune here.
July 6, 2017
Recent research dispels common misconceptions about keeping sensitive data safe. Read more from Contact Centre Pipeline here.
July 5, 2017
More workers are thinking about changing jobs in 2017 — because they can. We received tips from some of the firms that scored the highest in employee retention. Read more from the Star Tribune here.
June 22, 2017
Minnesota employees surveyed by WorkplaceDynamics ranked these 150 employers as Top Workplaces for 2017. Calabrio ranked #13 in the midsize category. Read more from the Star Tribune here.
June 21, 2017
What does it take for marketers to deliver a personalised customer experience? Data, machine learning and listening to consumers might be the answer. Read more from PerformanceIN Magazine here.
June 8, 2017
U.S. and UK business executives rank customer experience above sales and revenue as their key focus in 2017, according to a new report from CX and analytics software Calabrio. Read more from Bulldog Reporter here.
June 7, 2017
The basis of competition today isn’t about your products or competitors. It’s about how well you fully meet customer expectations, across all channels. That’s it. Pretty simple. Read more from MarTech Advisor here.
June 2, 2017
Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it. Read more in Marketing Week here.
June 1, 2017
The retail industry is competitive and, with so many purchasing options either online or in-store, customers have their pick of where to get the items that they want and need. This means the pressure is on for retail brands to offer the things their customers want while delivering the best customer experience. Read more in […]
May 30, 2017
As millennials come to age into the workplace, they are also coming to age as the largest buying group in the coveted 18-35 age range since the baby boomers in 1965. However, with the ever-changing technology options available, brands need to take heed to the way millennials think, act and buy. Brand loyalty isn’t gone, […]
May 17, 2017
Serenova, contact centre-as-a-service (CCaaS) provider, and Calabrio, a provider of customer engagement and analytics software, today announced a strategic partnership in which Serenova will resell Calabrio’s Workforce Optimisation (WFO) software. The deal also tightly integrates Serenova’s CxEngage contact centre platform with the Calabrio ONE WFO suite, including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics […]
May 10, 2017
Amazon has a reputation for not only delivering excellent customer service but also continually innovating to make the experience better and easier for customers. Now, following Amazon Web Service’s late March release of Amazon Connect, a suite of cloud-based contact centre services, companies can quite literally borrow a page from Amazon’s playbook. Read more from […]
May 1, 2017
The most extensive connected skyway system anywhere is a unique asset for our downtown. Relating the second-level downtown economy to the goal of ever-improving street vibrancy demands a “both and,” not an “either or,” response. Many in the business community are hard at work on this. Read more from the Star Tribune here.
April 27, 2017
Amazon Web Services (AWS) has revealed its new contact centre service, Amazon Connect, a self-service cloud-based platform that enables users to set up a contact centre easily. This means users will be able to create their own contact centre, design contact flows and on-board agents using a modern interface that is entirely web-based. Read more […]
March 28, 2017
Amazon today released Connect, a contact centre as a service offering hosted in the Amazon Web Services cloud. The move represents AWS attempting to jump into a burgeoning market for cloud-based contact centre software, while continuing to push AWS into the enterprise communications market. Read more from Network World here.
Today’s workforce is transient—the days of a job for life are long gone. That isn’t a bad thing; we learn new skills and different approaches from every place we work. Similarly, bringing in fresh talent to a business keeps us all on our toes and makes us look at things a little differently. Read more […]
March 13, 2017
The International Customer Management Institute (ICMI) today announced the finalists of its annual Global Contact Centre Awards. The ICMI Global Contact Centre Awards programme is dedicated to recognising companies and individuals that honor leadership, vision, innovation and strategic accomplishments within the customer service industry. Read more here.
March 6, 2017
Nobody likes a Monday morning quarterback. He’s the guy who always knows exactly how to run a play to score a touchdown…the day after the game. As much as the postgame know-it-all gets under everyone’s skin, many brands are Monday morning quarterbacking with one of their biggest assets: their customers. In this article Matt Matsui […]
February 24, 2017
For those of us in the contact centre industry we have always known that contact centres are where real people have real conversations that have real impact. Brand reputation can be saved, squandered or skyrocket as a result of a contact centre interaction. And workforce optimization could help you make more positive outcomes. Read more […]
February 11, 2017
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