Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management

Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands don’t have the resources to manage the contact centre in a way that will extract the right insights to inform the business. And while there is generally a stigma around the word “outsourcing,” it doesn’t have to be that way. Brands should consider outsourcing contact centre technology services to alleviate the strain on resources and allow a team of experts to help maximise return on investment.

This is exactly why we are proud to introduce Calabrio Managed Analytics Services and Managed Workforce Management (WFM) Services. By allowing Calabrio experts to implement, run, and refine Calabrio ONE deployments, companies can generate the insights needed to modernise their contact centre and create a hub for customer engagement. To read our full guide to call centre workforce management, read our full guide here.

A recent Technology Adoption Profile (TAP) survey that Calabrio commissioned with Forrester Research revealed that contact centres are stretched thin and, due to limited resources, are not taking full advantage of their tools and technology. In an environment where customer intelligence can provide game-changing insights that can help a brand succeed, it’s imperative that both customers analytics and WFM strategies are strong and streamlined.

According to the “Maximise Customer Data with Analytics” study, 69 percent of contact centre decision-makers across the globe want managed analytics services to help them rapidly deploy the right strategies to give them a consistent view of the customer across all channels. They also prefer to deploy analytics as part of a Workforce Optimisation suite in order to gain a comprehensive view of the contact centre.

With Calabrio Managed Services, brands can lean on the deep knowledge and expertise of Calabrio analysts so they can focus on running the business. Beyond that, managed services help contact centres scale at the speed of business and give customers the experiences they want.

As brands continue to look for ways to improve the customer experience, the contact centre will become more important than ever. Brands can encourage and enhance their existing team by looking towards managed services to get the most out of contact centre technologies. With Calabrio Managed Services, contact centres can lean on our team to deploy the right strategies to benefit the bottom line.

Want to learn how modern multichannel analytics can help your brand? Join Ian Jacobs, principal analyst at Forrester Research, Inc. and Brad Snedeker, director of innovation at Calabrio, for a deep dive on what multichannel analytics can mean for your business.

Sign up here  for our webinar on July 19 at 12:00pm CT.

Matt Matsui

Matt Matsui, Chief Product Officer, oversees Calabrio’s companywide product efforts. Matt joined Calabrio with more than 25 years of experience leading product and marketing organizations for a broad range of companies, including ACNielsen, Cognos, Andersen Consulting, and numerous early-stage analytics firms. Through this experience, Matt developed a keen sense for growing markets with a heavy emphasis on big data, AI/ML, and applied analytics. Matt’s proficiency is bringing to market scalable and flexible enterprise SaaS solutions that leverage the power of analytics in simple and powerful ways. He holds undergraduate degrees from the University of Maryland, a master’s degree from Northwestern University, and a master’s degree in Applied Psychology from the University of Southern California.