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 […]

  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 […]

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 […]

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 […]

According to Annika Edberg at Calabrio, voice is no longer the endangered species many would have us believe. It all comes down to adaptability and flexible workforce management (WFM). Voice may no longer be at the top of everyone’s technology wish list but the old beast still has plenty of life left. Just listen to [...]

Every day, customers depend on the companies they trust to provide the products and services they need. But that trust isn’t built on product alone—it is developed (or destroyed) based on how employees treat customers, and we know that contact centre teams play an integral part in building the connection that drives loyalty. At Calabrio, [...]

From Apple’s Macintosh “1984” ad to the soda wars of the 1990s (Pepsi and Cindy Crawford), the dotcom ads of the late 1990s/early 2000s (eTrade wasting $2 million on that dancing monkey), the more recent “Tide Ad” campaign and—from this year—last night’s Brian Cranston-as-Jack Torrance Mountain Dew ad (my personal favorite for this year), the […]

According to Jeremy Hamill-Keays, old habits are hard to break and the use of technology is no different. Here, he recommends 5 approaches to contact centre management that can be consigned to history. Innovation is everywhere and it can seem as if we’re constantly encouraged to take on more and more technology to lower costs, [...]