From Tom Goodmanson

New never gets old.

At Calabrio, we like the surge of adrenaline that comes when new solutions and services spring to life. We’re proud to be at the forefront of change and innovation.

It’s no surprise that the contact centre industry continues to grow as organisations around the world realise the tremendous value that can be derived by better understanding the true voice of the customer. And there’s widespread agreement that much of this value will come from enhanced technology, including analytics solutions that liberate data long-trapped in the server closet.

What is surprising then, even somewhat disheartening, is despite the widespread interest in advanced contact centre technology, adoption of solutions such as speech analytics is remarkably low – even more so when you consider call recording is ubiquitous. All the data is there, but it sits idle. And while integrated WFO suites that bring in analytics are on the rise, their full potential has yet to be realised. It’s an omnichannel world, yet recent market research shows far too many companies still rely on black-and-white Excel spreadsheets as the basis for data collection and analytics – even when they have highly trained analysts on staff that could do so much more with the right tools.

Funding. Staffing. Existing ACDs. Legacy software. Integrations. Multi-year contracts. Decentralised operations. There are a myriad of reasons why change can be intimidating or challenging. However, change doesn’t have to be scary, overwhelming or cost-prohibitive. The market is filled with innovators that break down each and every one of these barriers. Innovators that are eager to understand your business and have a real conversation with you. Innovators that place human interaction and simplicity over clunky, over-priced and over-engineered technology. Innovators that are at the ready to become true customer service partners.

Blue sky? Far from it. Innovation is there for the taking; the tools and technology exist today if you look in the right direction. And just know, while you’re thinking about how to get from point A to B, your leading competition is on their way to point C: elevating actionable insights from the contact centre to the C-suite.

Our customers at Calabrio – more than 4,000 and counting – are deploying our integrated WFO and analytics solutions 40 percent faster than the industry average. And when analysts such as Gartner give us positive reviews, the spotlight shines on everyone who wants to liberate themselves from the status quo.

We’re finding that the ideas expressed in our Guiding Principles are resonating in contact centres and executive offices everywhere. A human-centreed philosophy prioritises people over technology, and in our view people should be empowered by technology, not replaced by it. Disruptive? Yes. But that’s how we’re getting rid of the stagnation that’s held back our industry for so long.

Change is constant, so start a new journey today. Start a new conversation. It’s time to challenge long-held technology perceptions in the contact centre and take the necessary steps to accelerate customer service and drive tangible business growth. Your customers will thank you. We’ll know because the data will tell us so.

In the spirit of change, you’ll notice a change in our brand identity and website. And please check back and follow along as this blog documents the significant changes revitalising our industry. You won’t find the status quo.

Tom Goodmanson

Tom Goodmanson, President and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences. Addressing the market need for simpler solutions to complex customer interaction challenges, Tom’s vision to redefine the standard for software ease-of-use has been instrumental in making Calabrio one of the fastest growing companies in the industry.