With Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting a few of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Crysta Moretto, workforce analyst, will share how they approach Intraday Scheduling at Superior Propane. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Centre in Nashville, […]

Retailers are in trouble. According to the Centre for Retail Research, in 2018 alone, 23 retailers have failed, affecting 1,851 stores and 20,891 employees. In a telling sign, that number is already greater than the 1,383 stores and 12,225 employees affected in 2017. Between increasing competition, both online and in-store, and increasing customer expectations, retailers [...]

With Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting a few of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Art Gomez, contact centre analyst, will be presenting on how Piedmont Healthcare uses Calabrio WFM to manage rapid growth and rising call volumes. C3 2018 takes place September 10-13 at […]

It’s not an understatement to say customer service is a business’s lifeblood. It’s where a company can stand out and set itself apart from the competition by showcasing its core values, easing the burden of the sales process and forging lifelong bonds with customers. That’s why customer service is more important today than ever before. […]

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 [...]