Since joining Calabrio this past spring, I’ve been in awe of our company’s unwavering commitment to helping organisations deliver the best in customer experience. And that’s no easy task given how quickly and dramatically the landscape evolves. But—like the customer journey itself—it’s a continuous process that starts long before a sale is complete. Never-ending journeys […]

It’s that time of year again: Customer Service Week! This year, Customer Service Week is being celebrated October 7-11, and the ways companies celebrate this auspicious occasion are as varied as the companies themselves. That’s why we decided to query a few customers to find out how they honor the great work their agents and contact […]

From virtual teams to car pooling, running a contact centre today is complicated business but it doesn’t have to be that way.  Nick Brook at Calabrio reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling. Flexibility means different things to different people.  On the one hand, staff want more of it [...]

It may come as no surprise to you that contact centre leaders still cite agent turnover as their No. 1 challenge.1 Despite concerted efforts by many organisations to deploy dedicated workforce management (WFM) initiatives to combat agent attrition, the 2016 U.S. Contact Centre Decision Makers’ Guide estimated the average term for a customer service representative […]

Now, more than ever, companies are competing on customer experience and the emotional connections they can make with consumers as they deliver it. Brands recognise the importance of delivering consistent customer experiences, however, customer interactions are still largely spread across different teams and different, disconnected systems. We’ve all had the experience of something going wrong […]

At Calabrio, we are constantly inspired by how our customers are using the Calabrio ONE platform to drive real business change. We watch rapidly growing companies scale to meet the needs of their expanding customer base. We see customers tap into the voice of the customer (VoC) and use the data coming into the contact […]

The ways in which customers communicate with businesses is changing. This year, digital channel interactions are expected to overtake voice interactions for the first time, indicating a shift in customer expectations. To optimise the customer experience utilising the channels customers want to use, companies must have digital self-service options. However, digital self-service goes far deeper […]

Calabrio Customer Connect (C3) begins tonight! We can’t wait to see you all there. Here is the last instalment of our 2018 Speaker Spotlight series. Nicole Price, customer experience manager at Radial, a bpost company, will be presenting on leveraging Calabrio to drive First Contact Resolution, and separately on how to break down data silos […]