Articles
Calabrio is Moving Downtown!
Calabrio Inc. is moving from Plymouth to larger digs in the North Loop neighborhood of Minneapolis as it ramps up recruiting…
Calabrio Helps Call Centers Understand Big Data
Calabrio is helping these centers understand the massive amounts of data…
Calabrio, Inc. Donates Kids’ Bikes to Twin Cities Habitat for Humanity Partner Families
This past summer, 90 Calabrio, Inc. staff came together to assemble…
Customer Inter@ction Solutions – Calabrio’s App-Based Performance Solutions
Calabrio featured on the Cover of Customer Interaction Solutions. Find out more about our workforce optimization (WFO) software.
How Calabrio is Redefining Workforce Optimization – TMCnet Interview
Tom Goodmanson, President and CEO of Calabrio, sits…
Connections Magazine – The Future of the Call Center Industry
When looking at the future of the call center, you might expect those of us in the industry to make far-reaching predictions…
Calabrio named 2012 CRM Service Awards Leader
The emergence of social media has highlighted the importance…
Driving Performance with Technology to Engage and Train the Agent
Managers in any field must understand how to engage, train and…
Contact Centers – Break the Chains
Last year, I wrote an article entitled Can the Contact Center Go Mobile? The reaction was certainly mixed between those who…
Case in Brief: Multichannel Data Enables One-to-One Customer Experiences
After getting a more holistic picture of its members, the AAA Western…
How AAA Regional Office Routes Members to Effective Customer Service
A new member service infrastructure connects the organization’s…
Minneapolis / St. Paul Business Journal – Fast 50: Calabrio Inc.
Calabrio hits the Fast 50 List in MPLS/STP Business Journal for the second consecutive year .
Telecom Reseller – Can the Contact Center Go Mobile?
Mobility is primed to make an impact on the contact center and how it operates.
SpeechTechMag.com – Suite Evolution Drives Contact Centers
Bundling apps improves data management, customer experience…
TMCnet.com – Calabrio’s App-Based Performance Solutions
A new way of enabling contact centers to provide superior performance through technology…
CFO.com – Spies Like You?
Should companies monitor employees’ use of social-media sites?
TMCnet.com – Tuning Up Workforce Management
If there ever is a time for contact centers to tune up their workforce management to ensure that the right agents with the right skills are available at the right time, that time is now
Telecom Reseller – Calabrio Builds Customer Experience in Workforce Optimization, Embraces Avaya Community
Calabrio is among a growing number of companies that believes information can be delivered in real time and in a manner that is very easy to use, and a pleasure to consume.
Contact Center Professional – Top Three Reasons to Revamp Your WFM Strategies
Workforce Management (WFM) applications have a come a long way since their introduction to the industry in the late 1970s. A new generation of compelling software has entered the market with a renewed focus on a more intuitive user experience.
Telecom Reseller – Contact Center Progress in the Great VoIP Migration
When Voice over Internet Protocol (VoIP) was first introduced over a decade ago, vendors and industry analysts predicted significant transformation, from the technology to the business benefits in customer service and performance throughout the enterprise. Those predictions have proven true as the introduction of VoIP has crumbled contact center walls.
Telecom Reseller – Calabrio ONE takes optimization to iPhone, iPad and more – Podcast
Calabrio is known for products that deliver optimization information, allowing for improved productivity and customer service. Now, Calabrio is taking their solution to the tablet and to other devices.
InformationWeek – Calabrio Applies Web 2.0 Principles To Call Center Optimization
At Enterprise Connect 2011, TechWeb’s David Berlind meets up with the folks from Calabrio to find out what makes its call center workforce optimization solution unique. Calabrio says its Web 2.0 approach makes for a greatly simplified user experience.
TelecomReseller – Calabrios Workforce Optimization Suite Breaks New Ground
Calabrio, Inc., a leading provider of contact center workforce optimization software, today released an all new design of its Web 2.0-based Calabrio ONE enterprise software suite.
NACC InQueue Newsletter – Web 2.0 + APIs + Gadgets = One Cool Desktop
Agent and supervisor desktops are clearly on the collective mind of the industry according to the results of the NACC’s 2010 survey of end-users. 20 percent of respondents indicated that they intended to evaluate desktop software for purchase in 2011. An additional five percent responded that they have already funded desktop software for purchase this year.
Baltimore Examiner – Shown at Enterprise Connect: Calabrio ONE Personalized Dashboard
Calabrio is showing its Calabrio ONE Personalized Dashboard at Enterprise Connect (formally VoiceCon). The dashboard is a complete overhaul and is a new way of thinking about user interfaces.
insideCTI – Enterprise Connect: Netformx, Calabrio thrive in Cisco ecosystem
The Cisco pavilion at Enterprise Connect also featured a few smaller booths to showcase the company’s prominent partners. This was a great gesture by Cisco to give exposure to several of these smaller but value-adding companies: San Jose-based Netformx and Minneapolis-based Calabrio (previously covered at VoiceCon and SpeechTEK 2010).
Contact Center Pipeline – Web 2.0: It’s Not Just for Social Media Anymore – Article by Paul Stockford
The Web 2.0 desktop allows agents to personalize their desktop workspace with widgets and gadgets for increased productivity.
Contact Center Pipeline – Getting the WFO Basics Right – Article by Calabrio CEO, Tom Goodmanson
Keeping a few principles in mind will help you leverage the full potential of WFO technology.
TMCnet.com – Work Smarter, Not Harder: Calabrio’s Redesigned Calabrio ONE WFO Solution Mantra
The bottom-line requirement of any product or service is whether they permit their users to more easily accomplish their tasks and take on additional ones in less time. Calabrio, which makes workforce optimization (WFO) solutions, has taken this mantra to heart with its redesigned CalabrioONE enterprise software suite.
TMCnet.com – Reasons Why Your Contact Center Needs Web 2.0
Web 2.0 is an integral part of any well-done modern contact center, and here are some reasons why…
Connections Magazine – The Future: Preparing for the Next Generation of Agents
Generation Y, also known as millennials, are getting their fair share of attention with respect to today’s workplace and their place in it…
Connections Magazine – Maintaining Customer Satisfaction and Agent Morale in Uncertain Times
The US economy, while hopefully past the deep recession, appears far from the solid employment and growth days of just a few years ago.
CRMXchange – Executive Interview with Calabrio’s CEO, Tom Goodmanson
“Calabrio focuses on providing software that helps our customers to a better job of managing their contact centers. That includes planning, measuring and evaluating staff and operations with the goal of improving efficiency and performance…”
Minneapolis-St. Paul Business Journal – Calabrio ranked #1 as 2010 Fast 50 companies
When Calabrio Inc. spun off from Spanlink Communications Inc. in 2007, company officials bet the software startup could grow faster on its own than as a division of a larger firm. Three years later, there’s no doubt they made the right bet…
TMCnet.com – Speech Analytics – The Simple Definition
Speech analytics is defined as a method that is used to examine, identify and cross-reference recorded speech to gather useful insight about the speech or the speaker.
TMCnet.com – Speech Analytics and the Power of Simplicity
Companies can be faced with problems related to understanding what their customers are saying and how it impacts the business. It’s difficult for businesses to apply their resources necessary to find – among thousands of calls – those critical issues that can have a dramatic impact on the business.
Minneapolis/St. Paul Business Journal – Calabrio Named 2010 Tekne Award Finalist
The Minnesota High Tech Association has named 48 finalists for its 2010 Tekne Awards…
searchCRM.com – Top 5 Benefits of Speech Analytics for the Call Center
If you’re considering speech analytics for your call center, browse our list of the top five benefits, based on resources from SearchCRM.com experts.
Star Tribune – When You Call, They’re Listening
A Plymouth company’s call recording software helps call centers analyze employees and callers.
TMCnet.com – Calabrio Defines Call Recording’s Hat Trick
In today’s economic and competitive climate, Calabrio finds a few key themes when it comes to recording. That includes reliability, mobility and speed…
VoiceCon 2010: Calabrio Offers Speech Analytics with Calabrio One
Calabrio announced the general availability of Calabrio One. The company’s newest workforce optimization solution combines Calabrio’s latest call monitoring, call recording and quality assurance solutions with its performance management reporting…
VoiceCon: Calabrio Focuses on User Experience
It’s somewhat refreshing to see a vendor at VoiceCon that doesn’t talk about SIP, endpoints, or collaboration. Instead, my briefing with Calabrio on the showroom floor reminds me of how a company continues to strive for innovation and improve the user experience of its products.
DMG Report: Speech Analytics Software Market Seeing Rapid Growth
A new report from contact center consultancy DMG Consulting shows that the speech analytics software market has grown rapidly since 2004 and will continue to grow over the next four years, despite the recession.
Workforce Management: Three Tips for Managing Agent Schedules During a Downturn
Managing call volume is always a challenge for contact centers, but it is especially so during an economic downturn.
The Evolution of E-Learning
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well.
Beat the Downturn
As today’s workforce becomes increasingly global, contact centers are relying more and more on virtual agents who can work from any location…
Three Tips and Tools for Training Virtual Agents
As an increasing number of contact centers migrate to a virtual environment, companies need to adapt, adjust, and manage their people, processes, and technology.
What’s Ahead In The Workforce Solutions Industry?
Contact centers revolve around people: their raison d’etre i.e. clients, customers, donors, patients, and students, serving whom with staff incur 70 percent or more of their costs.
IP in the Contact Center
Programming in an IP (Internet Protocol) network environment has enabled developers to build scalable, stable, and centralized applications that can both visualize and manage vast multi-site, multimedia contact centers.
Workforce Management Market Grows by 7.4 Percent Despite Global Recession
DMG Consulting Estimates Workforce Management Can Trim Contact Center Costs by 10-20% Without Affecting Service Levels or Customer Experience.
Contact Professional – Real-Time Results
When a customer says, “Let me talk to your manager” or “Cancel my order,” your contact center needs to act fast before your business takes a hit…
CP Wire – Four Steps to Meeting Business Objectives with WFO
Contact centers provide a pipeline of customer feedback, opportunities to up-sell on a product or service, and the chance to solve a small problem before it mushrooms into a major headache.
Vertical System Reseller – Traveling Time
Today’s work force is becoming increasingly more mobile. In line with this trend, a growing number of organizations are seeking to implement mobile work-force management solutions that enable them to better mange operations, control costs and keep employees as productive as possible.
Speech Technology Magazine – Market Spotlight: Contact Centers
In 2004, Voice over Internet Protocol (VoIP) became widely available without an excess of problems. As is wont to happen, it took a good two more years before adoption began to take off…
CRM Magazine – Calabrio Joins the Enterprise 2.0 World
The provider of workforce optimization solutions is seeking to provide a unified framework so contact center workers can achieve results faster and more efficiently.
Processor.com – The Challenges of Unified Communication – How to Avoid UC Pitfalls
While unified communication enhances business processes, it can overwhelm networks, affect application performance, and require new policies and planning…
CP Wire – Seven Tools to Increase Team Productivity
Savvy business managers know that boosting contact center productivity provides significant business benefits. To achieve productivity goals, they need well-informed, knowledgeable and trustworthy supervisors and agents.
TMCnet – How Unified Communications Changes Your Business
Competitive advantage generally goes to the organization best able to apply the knowledge and expertise of its workers whenever and wherever it’s needed…
CRM Buyer – Calabrio Targets Server Efficiency With Workforce Optimization Upgrades
Instead of maintaining multiple servers to support voice and screen recordings, Calabrio customers can deploy a single server for every 300 agents simultaneously logged into the ACD. Quality Management 2.4 also supports use of an external SQL database, which saves customers with an existing enterprise SQL license the necessity of buying a separate license.
TMCnet – Calabrio Releases Workforce Optimization Enhancements
One of the most important things the call center marketplace has ever done is to take steps to increase the usability and availability of workforce optimization products to suit smaller businesses and niche markets…