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Proven right again – the customer comes first!

Teleopti Wins Frost & Sullivan’s 2016 EMEA Customer Value Leadership Award Since Calabrio’s inception in 1992, we’ve been working relentlessly on raising employee engagement and satisfaction – both in our own internal operations and in our workforce management (WFM) solution. Our efforts have now been rewarded with the prestigious 2016 EMEA Customer Value Leadership Award […]

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Building a Business Case for Customer Analytics

If you are in a product or service-oriented industry, it should come as no surprise that the way you engage with your customers means everything. How well you know them, whether you can provide personalised service, and if you can earn their trust and loyalty can all mean the difference between your customers spending their […]

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Capacity Planning – Its Importance and Getting It Right

Capacity planning isn't getting the attention it deserves, nor is it valued, as it should be and a real disservice to those who do it. The general perception is that "any" capacity planning process is valid and accurate. But in my opinion, even understanding the skill level required to create an accurate capacity plan is [...]
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Meet a Data Scientist: Q&A with Margaret Potter

I sat down recently with Calabrio’s Margaret Potter, data scientist, to discuss the importance of data science and analytics to business. In this Q&A, Margaret shares her unorthodox journey to becoming Calabrio’s resident “math lady,” and why the people behind the tools are still the cornerstone of success when it comes to analytics. Q: Tell me [...]
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Chatbots – the next step in the evolution of the contact centre

Magnus Geverts at Calabrio says it’s time to wise up to the explosive growth of Chatbots while keeping human agents happy with effective workforce management Thanks to the rise of mobile texting and messaging apps, ‘chatbots’ or “chatter robots” are causing a stir in the world of customer service. In fact, Business Insider UK recently […]

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Top 3 Insights from the 2016 Global Contact Centre Benchmarking Report

The contact centre environment is always rapidly evolving If there’s one thing I’ve learned from being in this industry for more than a decade, it’s that when things change, they change very quickly. At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, […]

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To Bot or Not to Bot?

Recently, Facebook announced at its F8 developer conference that it would allow businesses to build “bot” technology for Facebook Messenger. Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The theory is that companies can better serve their customers using bots because they will be readily available when needed. There’s even the notion that chat bots could […]

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The power of social media – don’t lose out!

Today’s connected consumers are the ones driving the revolution in retailing. With the ever-expanding array of communication and social media platforms at their disposal, allowing them to research and shop anytime and anywhere, they often end up spending more than intended. However, with this retail revolution also comes new expectations and potential drawbacks. For instance, [...]
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