Calabrio In the News
The latest buzz from around the web.
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Telarus partners are getting access to Ujet contact centre solutions under a new agreement between the master agent and vendor. The partnership gives Telarus partners full access to Ujet’s contact centre products and features. And businesses can fully integrate support into their existing mobile experience. Read more from Channel Partners here.
December 8, 2020
Recently, I had the pleasure of both presenting at and listening in to several sessions at the recent Calabrio C3 Connect conference. That allowed me to immerse myself in the world of Workforce Engagement Management (WEM) and the contact centre agent’s experience. Read more from Forbes here.
December 7, 2020
When the COVID-19 pandemic sent workers across industries home in mid-March 2020, it presented several unique challenges for contact centre organisations. Read more from Customerzone360.com here.
A conversation with Calabrio CEO Tom Goodmanson on the past year and what 2021 may hold for the industry. Read more from Contact Centre Pipeline here.
December 1, 2020
We are nearly at the end of the year; Christmas is looming and unfortunately businesses have had to endure a second lockdown. Read more from The HR Director here.
November 30, 2020
Our panel of experts share their predictions for how the contact centre industry will change and develop in 2021. Read more from Call Centre Helper here.
November 25, 2020
The world of work has evolved, as have the needs of the modern contact centre. To stay ahead, companies must develop a truly agile way of delivering customer service. Read more from Contact-Centres.com here.
November 24, 2020
SAN FRANCISCO--(BUSINESS WIRE)-- ForgeRock®, a leading digital identity provider, today announced it has been positioned by Gartner, Inc. as a Leader in the 2020 Gartner Magic Quadrant for Access Management*. ForgeRock was among 11 vendors evaluated in the report. Read more from StreetInsider.com here.
November 23, 2020
Customer expectations are only continuing to grow in this new, digital age. In the contact centre, the pandemic has ignited a new need for more meaningful experiences between brands and their customers. Companies need to work harder than ever to support clients when agents are working remotely, and face-to-face interactions are no longer possible. Read [...]
November 20, 2020
The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Ed Creasey of Calabrio discusses how successful Contact Centre Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Read more from Contact-Centres.com here.
November 18, 2020
Ed Creasey of Calabrio discusses how successful customer service managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Read more from Call Centre Helper here.
The COVID-19 pandemic has dramatically shifted daily routines.... Read more from Loyalty360 here.
November 12, 2020
Research firm MarketsandMarkets valued the current global speech analytics market at $1.525 billion and projects it to reach $3.82 billion by 2025, growing at a compounded annual reate of 20.2 percent. In its latest research report, the firm notes that speech analytics is "a software tool that automates the overall process of delivering insights from [...]
November 10, 2020
Agents interact with customers throughout the day, trying to resolve their issues while dealing with the challenges of limited outlets and tools in their home offices. Remote work burnout can mean both physical and mental exhaustion and can lead to a drop in job performance, which may put additional stress on the individual. Read more [...]
November 9, 2020
Many companies use AI chatbots on their websites to give customers a way to instantly access information about products and services. More businesses are discovering that chatbots can be used to improve the employee experience, too. Read more from Reworked here.
Many companies use AI chatbots on their websites to give customers a way to instantly access information about products and services. More businesses are discovering that chatbots can be used to improve the employee experience, too. Read more from CMS Wire here.
This year, customer experience management solutions provider Calabrio held its annual user event, Customer Connect (C3 (News - Alert)), as a virtual event. They will share $100,000 in prize money for their accomplishments to use in their contact centres. In addition, Calabrio donated a total of $10,000 to a group of charities chosen by the winners. [...]
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres according to Calabrio Director of Pre-Sales International, Ed Creasey. Read more from ChannelEye here.
November 6, 2020
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal". Read more from Director's Club Newswire here.
November 5, 2020
Ed Creasey of Calabrio discusses how contact centres can use technology to meet the needs of their virtual workforce and customers in the “new normal”. Read more from Call Centre Helper here.
November 4, 2020
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