Calabrio In the News

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Focused on retaining more customers, Ontario-based Superior Propane partnered with an analytics platform to ensure high-quality customer service. Read more from LP Gas Magazine here.

So far, 2020 has been nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. Virtually overnight, hundreds of thousands of agents transitioned to working remotely and the approach, management and infrastructure of contact centres were completely restructured. Read more from Contact Centre Pipeline here.

The Minneapolis-St. Paul Business Journal held a panel discussion on the topic of the COVID-19 pandemic and technology. Panellists included John Emerick, CFO at Code42, and Kurt Shenk, technology industry senior analyst at RSM. Jenny Kray, CFO of Calabrio, served as moderator. Read more from Minneapolis/St. Paul Business Journal here.

Calabrio revolutioniert die Art und Weise, wie Unternehmen ihre Kunden aktiv mit einbeziehen können. Calabrio ONE vereint in seiner Workforce Optimisation Suite (WFO) eine Vielzahl von Möglichkeiten: Anrufaufzeichnung, Qualitätsmanagement, Workforce Management, Sprachanalyse sowie Reporting & Analytics auf hohem Niveau. Read more from CallCentreProfi here.

As a business process outsourcer (BPO) or outsourcing contact centre, your agents serve as the face of your clients’ businesses. Low performance and high agent turnover can have a negative impact on the overall business. This can manifest in reduced end-customer loyalty and satisfaction. Read more from Connections Magazine here.

The newly containerised architecture of Genesys Engage built using open standards enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers. Read more from Data Centre News here.

Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in a more personalised service that drives customer engagement and loyalty. Read more from Devdiscource here.

Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio.  He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. Read more from MyCustomer here.

Genesys, a global leader in cloud customer experience and contact centre solutions, has announced the industry’s first native multicloud architecture. Read more from Directors Club here.

Genesys, a global leader in cloud customer experience and contact centre solutions, has announced the industry’s first native multicloud architecture. Read more from MarTechSeries here.

3 ways to embrace the evolving world of remote work – Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. Read more from Directors Club here.

3 ways to embrace the evolving world of remote work – Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. Read more from contact-centres here.

The Centres for Disease Control and Prevention (CDC) has been very clear since the beginning of the COVID-19 pandemic – the country needs a reliable contact-tracing solution to safely open the country. Read more from Call Centre Times here.

Gen Z, typically defined as those born between 1995 and 2010, now outnumber millennials and make up 40% of the workforce and consumer population. They have a unique perspective on customer service and engagement defined by a desire to be fair to all, to listen and to be heard.  Read more from Directors Club here.

Bluegrass Cellular, a wireless service provider based in central Kentucky, offers national and international service to customers in 34 of the state’s counties. It prides itself on outstanding customer support, which led it to merge two similar support teams into a single technical support team. Read more from DestinationCRM here.

Simplified contact centre workflows provide better experiences for both customers and employees, Ed Creasey, Calabrio’s director of pre-sales, said during last week’s CX Network Contact Centre seminar. Read more from DestinationCRM here.

Earlier this month, UJET and Calabrio, the workforce optimization provider, entered into a strategic and technology partnership. Read more about this partnership from Channel Partners here.