Calabrio Customer Connect (C3) starts today, and we couldn’t be more excited. Nearly 50 customers, including Avant, Pacific Life and Rackspace, are sharing their Calabrio ONE successes and strategies, making this one of the most well-attended and informative C3 events ever. And that’s just the beginning. Calabrio President and CEO Tom Goodmanson, along with the […]

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centres around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights […]

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM.  Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact centre freedom For many years, contact centre leaders have viewed [...]

Constant change and the viral power of social media demand new levels of adaptability from organisations today. Nick Smith at Calabrio shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation. Increasing industry consolidation, decreasing customer loyalty and the viral power of social media are just [...]

Calabrio ONE enables an intelligent, analytics-fueled approach to enterprise performance management allowing you to deliver outstanding customer experiences that drive business growth. How? By focusing on the five keys to effective performance management. Watch this video from the Calabrio Innovation Centre to learn more.   Read the Transcript We know organisations care about having an […]

IT professionals are easy to please so why is life so complicated?  Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM) framework. IT professionals are easy to please. When it comes to WFM, they just want four things: peace of mind ie that […]

As a contact centre professional, you know the critical value that exceptional customer experiences powered by call centre quality monitoring deliver to your company’s brand and bottom line. Case in Point: From 2012 to 2017, the top 10 brands surveyed in KPMG Nunwood’s annual Customer Experience Excellence study achieved 10 times the revenue growth of [...]

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience.  Ben Willmott at Calabrio advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage.   Utilising agent time in the contact centre is rather like finding the right KPIs.  […]