A company isn’t just about a product or service; it’s about the people. Every day at Calabrio, we tell our customers that cultivating a team of engaged contact centre agents will create a better customer experience and make their brand more successful. We believe that this employee-first philosophy is important for every brand, regardless of […]

The business world is constantly evolving, and the contact centre is not immune to these changes. Policies, technologies and metrics that were good enough last year are insufficient today. The guidelines for contact centre success must be adjusted to incorporate new needs, new technologies and—most importantly—a new generation of employees. With this in mind, here […]

Contact centres need workforce optimization solutions such as recording, quality assurance (QA), workforce management (WFM) and speech analytics (SA) to optimise and engage their agents and to capture customer insights. For years, companies purchased these solutions, typically one at a time, and implemented them on-premise, as this was the only option. Often, by the time [...]

Contact centres have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience, leaving call centres tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers […]

Last week we brought our customers and partners together in London for our first annual Calabrio Customer Connect EMEA. The momentous event was an opportunity to understand the challenges facing our customers, as well as gather feedback and answer questions about how customers can best leverage Calabrio ONE to drive superior customer experiences and catalyse […]

One of the biggest problems many companies suffer from is the lack of awareness about the extent to which WFM software can help them in their daily work. Instead, they approach WFM like a play station: they plug it in and start playing with it, stopping short of ever realising the software's full potential. Why [...]

It’s no secret that smart businesses are prioritising customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and […]

In today’s marketplace, we often expect our innovations to come from the technology sector. This means, when Facebook and Microsoft take a step to introduce artificial intelligence (AI) into human-reliant businesses—including contact centres—those of us in the industry can’t help but pay attention. The artificial intelligence tools in question, commonly referred to as chat bots, […]