A new Intel survey shows that more businesses are seeing the security advantages of the cloud—and rapidly shifting sensitive data and business-critical functions to cloud-based solutions. Intel Security’s February 2017 survey of more than 2,000 cloud security professionals found that “trust and perception of public cloud services continues to improve year-over-year,” with those who trust [...]

Once again the blog turns its focus to more technical matters as Robin Karlsson, Technical Lead at Teleopti, offers us the second part in his ‘How best to use Calabrio WFM’s API’ series, focusing on agent information. In the first blog of this series we showcased how to make the initial connection with the API […]

There is inherently nothing wrong with using Excel spreadsheets for scheduling, especially if you are a small contact centre with few agents. However, as soon as your agent count goes up, costs and service-levels problems seem to go up as well  – and often exponentially so. The overwhelming majority of contact-centre costs is related to [...]

It’s no secret. Great customer experiences lead to customer loyalty and higher revenue. But those great experiences don’t happen over night or at the flip of a switch. The right technology needs to be in place and used in a smart way first. You need technology that helps your contact centre agent better understand your […]

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs […]

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 […]

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 [...]

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 […]