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Calabrio Delivers Highly Accurate Sentiment Analysis to Capture and Interpret Customer Insights

In the intense race to drive customer loyalty, companies are more focused than ever on the customer experience (CX). In fact, 72 percent of businesses say that improving customer experience is at the top of the list to grow business. It’s clear that customers are driving brands to transform, and many organisations are turning to [...]
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Inspiring Change Through Contact Centre Analytics

The world is data-driven. And the motto “numbers don’t lie” stems from the idea that data is the source of undeniable truth. Data driven metrics act as a catalyst; it reveals patterns, uncovers strengths and weaknesses, and prompts change. While companies acknowledge data as an important business tool, many fail to wholly utilise the information […]

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Guest Blog: 6 Key Considerations Before Including Chatbots In Your Customer Service Strategy

As communication channels multiply and the potential of chatbot-driven service grows, Monika Götzmann, guest blogger for Calabrio and EMEA Marketing Director of Miller Heiman Group, highlights what needs to be considered before taking a grip on this opportunity. Chatbots have emerged as one of the biggest customer service technology breakthroughs of recent times. Indeed, the [...]
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Don’t Rely on Luck. Why You Need to Invest in Workforce Management

Do you believe luck plays a significant part in your own career? What about the role luck plays in driving positive business results for your contact centre? A recent simulation by two Italian physicists and an Italian economist attempted to quantify the role of luck and talent in successful careers. Their results—which correspond with studies based […]

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Countdown to Enterprise Connect 2018: The Growing Promise and Appeal of Contact Centre as a Service (CCaaS)

In our first “Countdown to Enterprise Connect” blog, we discussed how social enterprise Orion Industries partners with Calabrio to further its mission of helping individuals overcome barriers to gainful employment. It’s a great use case and an amazing example of an innovative company using Contact Centre as a Service (CCaaS) to do great work. Speaking […]

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Countdown to Enterprise Connect 2018: How Calabrio Helps Orion Industries Drive Social Change

  Enterprise Connect is one of Calabrio’s biggest events of the year. That’s why we’re so pleased to host in our Enterprise Connect 2018 booth in Florida next week a very special guest—Bill Holder, director of strategic partnerships at Orion Industries. Orion holds a special place in my heart because it’s a social enterprise whose […]

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3 Must-Have Workforce Management Scheduling Tools [Infographic]

It’s time for your contact centre team to work smarter—not harder—and Calabrio can help. Here are three must-have workforce management (WFM) scheduling tools to help you easily balance your agents’ work-life balance desires with your organisation’s work rules and staffing needs. Give agents the flexibility and freedom they crave by offering alternative methods to contact centre […]

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4 Tips for Starting Your Contact Centre Analytics Journey

It was Oliver Wendell Holmes, Sr. who said, “A moment’s insight is sometimes worth a life’s experience.” Nowhere is this truer than in today’s contact centre. Contact centres that capture and analyse customer data from multiple channels are rewarded with a clearer view of customer needs, and the ability to provide differentiated customer service experiences […]

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