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From Calabrio With Love

Dear Calabrio Customers, We’ve been together for a while now and we think it’s finally time we tell you how we feel. The truth is we’re feeling a lot of love. We love that you aren’t afraid to speak your mind and that you challenge our product teams to dream bigger and deliver more. We […]

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Our Finest Moments of 2016

As we look back at the last year, it’s clear 2016 was not just another year in the books. Organisations across all industries are increasingly embracing digital, and consumer expectations are on the rise. Companies are being forced to rethink how they interact with their customers and ultimately, how to build a customer experience that [...]
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How to Apply Analytics at Every Stage of the Customer Lifecycle

Customer expectations are high at every stage of the customer lifecycle. In order to stay competitive in today’s crowded market, companies must not only meet those expectations, they must exceed them. Brands must pay close attention to what customers are telling them, both verbally and through their actions, and use that data to inform their […]

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Calabrio Named a Visionary by Gartner in New Magic Quadrant for Workforce Engagement Management Category

The contact centre is evolving. Focus on the customer experience has become increasingly critical to retention strategies and top-line growth, and brands are beginning to embrace the role of contact centres as hubs of customer engagement that will ultimately drive customer experience success. To meet ever-increasing customer expectations, contact centres are expanding their attention from […]

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4 Brand Strategies that Will Increase Customer Satisfaction

This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analysing what is and is not resonating with customers and driving those insights back into the business. From creating improved customer experiences to […]

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Harnessing the strength of Calabrio Teleopti WFM, Part 1: Getting connected to the system, and your team

This week the blog takes a technical turn as Robin Karlsson, Technical Lead at Teleopti, walks us through how best to use Calabrio WFM’s API. This is the first of three blogs from Robin on harnessing the strength of Calabrio WFM for integrations. In order to create integrations with other systems there is an API […]

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Guest Blog: The managed services model – A revolution for the contact centre industry

Connor Bourke, CEO of Optima WFM, a leading provider of managed WFM services that offers a combination of cutting-edge cloud-based technology solutions and highly experienced management, discusses the benefits and growth of the managed services model. What complex and difficult challenges can we in the contact centre industry expect to face as a result of [...]
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Trends Driving Adoption of Cloud-Based Contact Centre Solutions

For contact centres, 2016 was the year of the cloud. It was the year when the cloud-based contact centre infrastructure market hit its stride on a worldwide basis. Acceptance and adoption of these solutions continue to pick up momentum in North America, Europe and Asia, particularly in Australia and The Philippines. Cloud-based contact centre solutions […]

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