Press Coverage
  • How Topic Modeling Can Change How Brands Interact with Customers

    2/24/17

    Nobody likes a Monday morning quarterback. He’s the guy who always knows exactly how to run a play to score a touchdown…the day after the game. As much as the postgame know-it-all gets under everyone’s skin, many brands are Monday morning quarterbacking with one of their biggest assets: their customers. In this article Matt Matsui shares how analytics and topic modeling can advance your brand.  Read more from Datanami here.

  • Andrew Molacek Talks Workforce Optimization

    2/11/17

    For those of us in the contact center industry we have always known that contact centers are where real people have real conversations that have real impact. Brand reputation can be saved, squandered or skyrocket as a result of a contact center interaction. And workforce optimization could help you make more positive outcomes. Read more from Customer Think here.

  • Gartner Grants Calabrio Visionary Status

    1/26/17

    The contact center is in the midst of a rebirth. The advent of today’s omnichannel world is serving as impetus for transformation, with a key cog in this shift being workforce optimization. While we know the customer comes first, customer service agents play a pivotal role in the provision of satisfaction. The burgeoning arena of workforce engagement management brings the agent into focus by improving engagement. Remember, an engaged agent is far more likely to be a happy agent, which results in happy customers. Read more from TMCnet.

  • New year, new resolutions: 4 brand strategies to boost customer satisfaction in 2017

    12/30/16

    Successful brands are always evaluating plans to build customer loyalty, analyzing what is and is not resonating with customers, then driving those insights back into their business. This time of year, many brands are making New Year’s resolutions, starting with evaluating and solidifying 2017 customer strategies to reach revenue and profitability goals. Read more from Retail Customer Experience here.

  • Here’s What B2B Marketers Really Want for Christmas

    12/22/16

    Ah, the joys of Christmas mornings. Waking up, seeing the  presents under the tree. It got us thinking. Do B2B marketers have Christmas wish lists? What do they fantasize finding under the metaphorical tree? Read more to learn what B2B marketers really want from Christmas from CMSWire.

  • Rocket Man

    12/16/16

    The numbers are extraordinary and Calabrio has become an industry force to be reckoned with under Goodmanson’s Leadership. Read more from Paul Stockford in Contact Center Pipeline Magazine here.

  • K.K.R., With Deal for Cybersecurity Company, Extends Its Flurry of Activity

    12/6/16

    In an ever-crowded field of investors pouring money into the technology industry, Kohlberg Kravis Roberts was among the first. And with a nearly $2 billion deal, the investment giant will extend its multibillion-dollar flurry of activity from the past year. Read more from the New York Times here.

  • Unlocking Customer Sentiment Through Speech Analytics

    11/28/16

    Brands have conversations with customers every single day, but many are missing out on critical information that is hidden within these conversations. Every single word in a conversation with a customer holds meaning, but some words mean more than others and those are the words that companies must analyze to better understand sentiment and predict customer behavior. Speech analytics can help brands do both, but to uncover a customer’s true sentiment, a company must understand contextual versus functional words. Read more from Data Informed.

  • Calabrio: Digitally Transforming Contact Centers

    11/11/16

    Calabrio offers customer engagement management and workforce optimization software that helps enterprises bring their call centers in line with their digital transformation initiatives. Read more.

Customer Experience Update