There’s a reason for big data’s namesake: it’s big, it’s growing and it’s everywhere. Businesses collect information via text, voice call, online chat and more. However, having access to data and effectively utilising it to drive strategic business initiatives and deliver a stellar customer experience are two different things. Analysis released by IDC predicted that […]

It’s no secret that companies are implementing new technologies to streamline processes and operate more efficiently. Now more than ever, customers are interacting with artificial intelligence (AI) solutions in the form of chatbots, virtual assistants and more. While these solutions offer customers quick and convenient service options, the question remains: are they a viable substitute […]

Customers expect an exceptional experience across every interaction, and with loyalty on the line, companies must listen to what their customers are telling them—whether through direct feedback or actions during the customer journey—and respond based on those insights. However, companies often struggle to connect the dots required to get a complete view of the customer […]

Rather than fear robots taking over the contact centre, Nick Smith at Calabrio says it’s time to harness the power of both worlds to improve the customer experience.  Here he outlines six reasons to celebrate today’s superagents. You often hear about the struggle between man versus machine and robots taking over agents in the contact [...]

As a contact centre technology provider where Voice of the Employee (VoE) importance is ever increasing, employee engagement and satisfaction are core focuses for Calabrio’s product strategy and development efforts. This focus on the employee, however, permeates everything we at Calabrio do. That’s why we strive to continually seek out and put in place innovative […]

It’s no secret that the customer experience (CX) is a priority for most companies. In fact, 72 percent of businesses say that improving customer experience is at the top of the list. To make the right CX improvements however, business leaders must successfully identify customer pain points and implement the proper mix of technology and customer […]

According to Forrester, successful voice-of-the-customer programmes should support a cycle of four activities: listen to customer feedback, interpret the resulting data, react to improve the experience, and monitor results. In today's era of big data, having access to data and effectively utilising it to drive strategic business initiatives and deliver an exceptional customer experience represent [...]

  As we help our customers prepare for the fast-approaching General Data Protection Regulation (GDPR) compliance deadline, several common questions keep popping up.  You may wonder about some of the same things—here’s what they are. 1. Can my company transfer customer contact data outside of the European Union (EU)? For example, if we capture data […]