Call Centre Analytics 101–Everything You Always Wanted to Know

“Analytics” is one of the biggest buzzwords in the business world—and now the call centre world is buzzing about it as well. But, as with most new technologies, exciting conversations about the potential tend to race ahead of the basics. To help you get started, we’ve put together everything you need to know about call [...]

Visualising Call Centre Analytics Tools In Action [Infographic]

Analytics tools reveal insights hidden in the call centre and unlock the value of “big data.” For the typical multi-channel call centre, capturing and analysing customer interactions across all channels requires a suite of analytics tools. Here is a comprehensive look into what a typical call centre analytics solution looks like. Check out our infographic [...]

C3 2018 Speaker Spotlight: Q&A with Nicole Price, Radial, a bpost company

Calabrio Customer Connect (C3) begins tonight! We can’t wait to see you all there. Here is the last instalment of our 2018 Speaker Spotlight series. Nicole Price, customer experience manager at Radial, a bpost company, will be presenting on leveraging Calabrio to drive First Contact Resolution, and separately on how to break down data silos […]

C3 2018 Speaker Spotlight: Q&A with Ryan Bradley, Selective Insurance

We are just two weeks out from Calabrio Customer Connect (C3), September 10-13 at the Gaylord Opryland Resort & Convention Centre in Nashville, TN. Check out the latest from the 2018 Speaker Spotlight series. Ryan Bradley, vice president at Selective Insurance, will be sharing his simple approach for gaining buy-in for analytics across your organisation, […]