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This Call is a Gift

Delivering a great customer experience isn’t really an option. It’s something your organisation must do if you want to keep your customers satisfied and coming back for more. But organisations really struggle with the idea of encouraging their customers to return, as they are so focused on the cost per transaction. Most contact centres are designed […]

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High-End Retailer Ensures Rapid Growth During Holiday Season

Against the clock The holiday selling season is critically important for retailers, with some high-end companies generating nearly 75 percent of annual revenue between November and year-end. To limit possible technical problems with online and catalog phone sales, many retailers observe a strict “IT lockdown” between November and January each year. The Situation: Thus, the [...]
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Top 8 Reasons to Catalyze Your Customer-Conscious Corporate Strategy

Calabrio is growing Sure, we have a bias, but our belief that Calabrio ONE is the most innovative and visionary customer engagement and analytics technology available today is based on eight solid reasons. More than 4,000 customers around the globe agree, and they are integrating their solutions at a rate four times the industry average. […]

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9 Myths to Debunk for a Data-Powered Contact Centre

As customers become more empowered through technology, so must the organisations that serve them. Analytics in the data-powered contact centre are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. “Contact centre agents are at the forefront of addressing client needs and have a direct and profound [...]
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Making the Customer Journey Easy

Staples really got it right with their bright red “easy” button. Millennials place a huge emphasis on making it easy for them to do business with a company. And while it is the Millennial generation that forced the issue – go Millennials! – Boomers and Generation X’ers are more than happy to add their voices to […]

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Workforce Management – trends and visions

Autumn 2015 blog series: “Workforce Management in the making – how’s it done and who’s behind it all?” – Number 5 of 5 postings. Olle Düring: As the final posting to our autumn blog series, Workforce Management in the making – how’s it done and who’s behind it all, I’d like to share some thoughts on [...]
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Finding the Quality Needle in a Haystack of Calls

When you’re managing a contact centre, there are several factors that go into fostering the development of your customer care representatives – workforce optimization and management are the bare essentials, but we all know that it takes a lot more than that. At Calabrio, we know the success of a contact centre is directly tied […]

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Calabrio in One Word

The Calabrio culture is important to us With any company, there’s something that goes beyond the tangible things that are sold. It’s culture, and it changes everything about doing business. Good business isn’t a transactional experience. It’s a shared one. It’s relationship building. We’re incredibly proud that when a customer partners with Calabrio it’s only [...]
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