Gary Chapman became a relationship guru with his 1995 book, “The Five Love Languages.” In it, the experienced marriage counselor outlines five ways to express and experience love, which he calls “love languages”: receiving gifts, quality time, words of affirmation, acts of service (devotion) and physical touch. Chapman uses the analogy of language for his […]
This year’s CCW marks the 21st international conference and exhibition for innovative customer dialogueue. We are thrilled to be participating in CCW 2019 at the Estrel Congress Centre in Berlin next week, 19 – 21 February. Join our Senior Vice President and General Manager of Calabrio EMEA, Kris McKenzie, for his session, “Millennials in the Workplace: […]
Radial needed a better analytics platform to deliver more usable insights to internal agents and clients. The Solution? Calabrio ONE. In this video, Radial employees, Nicole Price and Robin Gomez, discuss their WFO must haves and share how Calabrio has helped them break down data silos and drive more positive, more supportive conversations with customers […]
When it comes to artificial intelligence (AI) in call centres, most people automatically think “chatbot.” But—while useful—chatbots alone can’t give organisations the insights they need to compete effectively and strategically. After all, chatbots can’t recognise indicators of customer dissatisfaction in time to rectify a situation and retain the customer. And they most certainly can’t discern […]