Blog

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact centre leaders right now. So for the second year in a row, we recognised at our C3 online event—and awarded with [...]

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from […]

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” programme. And one of them—Sharon Jones of National Debt Relief (NDR)—WON!! According to Sharon, “I’ve had the opportunity to review the resumes and write-ups of my fellow nominees, and […]

Calabrio is a company that has thrived through strategic partnerships. Whether long-term partnerships like Cisco or Avaya, or newer collabourations with Amazon Connect, Twilio or UJET, we deliver value to customers by making the connection between their on-prem or cloud contact centre to our leading workforce engagement management platform. We see our services through the [...]

COVID-19 has been a worldwide catalyst for change particularly around the decade-long debate on remote or home-working. When Calabrio interviewed over 300 contact centre professionals to gain a better understanding of the impacts of the pandemic on customer service organisations, the overall message was clear - there is no going back to business as usual. [...]

Workforce managers need a better process to communicate with agents about events impacting their schedule. This could be everything from intraday events—such as working overtime or voluntary time off—to notifying employees about weather related events such as snowstorms that would impact their ability to safely come to work. With mobile use only increasing, managers and […]

Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. This is because IA generates measurable benefits that contribute to a company’s top and bottom line. When IA is applied consistently in contact centres, which are the primary buyers of these solutions, it improves the customer experience […]

Our recent Evolving World of Work report showed how customer expectations are only rising. Are you prepared to tackle the challenges of our new working world? Calabrio and James Dodkins want to help! He has now made his award-winning customer experience certification programme available online — and you can apply now for a sponsorship! Hear […]