We at Calabrio know firsthand how innovative and forward-thinking our customers are. But it’s even more special when leading authorities in the workforce management (WFM) space know it, too. That’s exactly how we felt when we learned Calabrio customer Caryn Yurkstas of Paychex was named a “2019 WFM Professional of the Year” finalist by the […]

There’s no way around it: technology will continue to enhance the business landscape and companies will need to innovate in order the stay ahead of the competition. As artificial intelligence (AI) and other technologies become more common, customers are conscious of the shift, making it more important than ever for contact centres to quickly adapt […]

Here at Calabrio, we’ve seen a huge rise in demand for cloud-based contact centre solutions over the last five years. More and more, businesses are enticed to the cloud by the scalability to accommodate both seasonal changes and organic growth as well as access to new, more robust technology such as customer interaction analytics. In […]

Since joining Calabrio seven years ago, I’ve seen the landscape of the contact centre space change dramatically. As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. However, as we found […]

Learn how to be a smooth operator using automated Workforce Management technology. Nick Brook at Calabrio shares 7 golden rules for releasing the benefits of Real-Time Adherence for smarter scheduling. Life is tough for workforce management (WFM) teams. Employees call in sick or run late to their shift, the latest promotional marketing campaign is so [...]

We’ll be navigating the tides of transformation at ICMI Contact Centre Expo from May 13–16 at The Diplomat Resort in sunny Ft. Lauderdale, FL. We hope to see you there! The ICMI Contact Centre Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to [...]

From experience Calabrio believes successful companies start with inspired people and here, Olle Dűring outlines 7 winning strategies to make your organisation a great place to work. At Calabrio we agree with the saying “to win in the marketplace, you must first win in the workplace ”. This is especially relevant as employees often spend [...]

It’s a fact: analysing content-rich, customer-focused call centre data can reveal valuable insights. Yet even the smartest and most progressive call centre leaders struggle to launch new—or advance existing—call centre analytics initiatives. But why? In my work with Calabrio customers, I see the same five factors surface time and again as the primary stumbling blocks […]