Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. The number one response? Customer Experience. “In 2014, it emerged as a top priority for marketers. In 2015, it gained momentum. Now, in 2016, it’s so important, it pulls other […]

As the contact centre industry gradually shifts its collective focus from cost-driven customer service to profit-oriented customer experience optimization, there is a noticeable shift in the way the industry is measuring a successful customer contact. There is an industry evolution underway that is taking forward-thinking, leading-edge contact centres further away from performance-based key performance indicators […]

All forecasts are wrong. This infamous statement may be among the first things professors preach in many university-level business courses on forecasting. Most of us are familiar with the frustration felt when we are unable to close a project within the budgeted scope, year-end business volumes are nowhere near the January forecasts, summer vacations are [...]

In a survey conducted by Workforce Magazine, organisational efficiency was one of three major trends predicted for 2016. This was echoed by leading contact-centre analyst DMG Consulting. In fact, #1 on the DMG list of top enterprise servicing goals for 2016 was productivity and cost reduction, beating service quality for the first time. So, managers [...]

I’ve written about contact-centre motivation and employee promotion before. In the time I’ve been working at Calabrio, I’ve come across a number of customers who don’t have or use team names. In light of all the benefits, I wonder why this is so. Belonging is a fundamental human need. Being on a team with a name [...]

The “smart” technology that revolutionised our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which […]

Call them what you will, Millennials, the Millennial Generation, Generation Y or the Net Generation are the future of our workplace, a growing and very important part of today’s talent pool. In fact, according to American company Bronto, a worldwide provider of cloud-based commerce marketing automation platforms , Millennials number a staggering 79 million and [...]

Hour of Code comes to Calabrio Last week Calabrio participated in the global Hour of Code campaign with 60 students from Visitation High School. The group, comprised of freshman to senior girls, completed an Hour of Code exercise with Software Engineer Chris Jordan. They also heard from Calabrio employees about various career opportunities in tech, ranging from […]