Competition in the insurance industry is fierce. With providers vying to win and retain customers at a dizzying pace, many standard business practises fly in the face of these efforts, doing irreparable damage to the relationships with these hard-won accounts.  According to Xpertdoc,1 nearly all insurance customers who reach out to a carrier via telephone are […]

Calabrio ONE’s seamless integration with Amazon Connect allows you to deliver a higher quality, more consistent customer experience across every channel and leverage the voice of your customer to uncover insights that drive value across the business. Watch this video to learn how we’re working with Amazon Connect to provide powerful customer intelligence for your cloud-based contact […]

Erlang C has been a WFM firm favorite for decades. Now there is an alternative. Rebecca Philp at Calabrio explains the differences and five advantages of Erlang A. For many years, contact centres have used the Erlang staffing calculator to forecast how many agents they require to meet agreed service levels. Calculations are based on [...]

AI-powered customer experience analytics data collected across various communication channels—website, chat, text, social and the contact centre—promises to deliver compelling insights that enrich human interactions. While 93 percent of marketers and customer experience leaders believe delivering a seamless, quality experience is important, only 45 percent think they’re very effective at it. That all changes with [...]

One of the main reasons I joined Calabrio nearly two years ago was because the leaders and I shared a vision for the immense benefits a cloud-based contact centre strategy could bring to customers worldwide. Since then, we’ve realised that vision and remain committed to making it easier for customers to gain the cost and […]

Measuring all-round performance should be a continual process. In Calabrio’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value. My first blog about change discussed how resistance to doing things differently is the arch nemesis of customer service. One aspect of adopting change [...]

Enterprise Connect, one of the biggest customer experience and contact centre events of the year, is just around the corner. If you’re headed there next week, here are some important things to know. First off, stop by Calabrio’s booth (#733) to see our redesigned, reimagined customer experience intelligence platform, Calabrio ONE v11. Our new platform […]

What should you consider when evaluating new workforce management (WFM) software? Watch this video to learn five things in WFM that you may not realise make a big difference in managing your contact centre.     Read the Transcript: Hi, I'm Kat Worman, Workforce Management expert here at Calabrio. Today we're going to talk about [...]