The Calabrio Voice

Guest Post By Doug Saunders, Director of IT, Republic Services

The impact of mobility on the consumer population has been tremendous.  The capability to provide information to large populations instantaneously is a revolutionary  development in society.  Consumers are now able to communicate in real time by choice (using voice, video, chat/IM, social media, etc.).  However, I don’t think we have seen this revolution in the Enterprise yet.  Of course, some companies can tell a fabulous story about incorporating mobility in the Enterprise, but I believe most large companies are cautious.  Enterprises used to drive

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Guest post by Paul Stockford, Chief Analyst, Saddletree Research

Nobody can deny the burgeoning importance of mobility in the contact center. Mobility is far from being a new concept in business as evidenced by the success of mobile field service applications that have become all but commonplace in the insurance and similar service industries. In the contact center, however, the concept of mobility has yet to be truly tested. (more…)

There’s no question that mobility has changed how we live and work. From a variety of devices we connect, report, learn, act, shop, entertain ourselves, and more – anywhere at
any time. Mobility has changed the pace of our society by giving us the freedom to be productive regardless of our physical location and the flexibility to control our work/life balance. (more…)

“The times they are a-changing,” wrote Minnesota legend Bob Dylan in 1964. [Though for the singing I am more of a fan of Eddie Vedder’s version.]  For today’s contact centers, these words ring truer than ever. Contact Centers are faced with a dramatically changing industry environment and managers are being asked to report back to the greater (more…)

For contact centers, “business as usual” is an approach that’s a poor recipe for success in customer service. Part of the problem is that software that can supposedly help contact centers better understand their customers and manage their operations is more trouble than it’s worth for organizations to implement and support. Contact centers have long been plagued with workforce optimization software that is complicated to implement, difficult to use and impossible to customize. (more…)

MLB.com is the official website for Major League Baseball, and serves as an essential resource for fans to keep up on their favorite teams and players throughout the year. The site hosts an impressive and sophisticated system which expertly tracks statistics in a data intensive sport. (more…)

Last week Calabrio held its first annual Calabrio User Group Summit in Nashville, Tennessee, what a week! We shared our roadmaps and best practices to continue making the user experience even better (more…)

The Calabrio User Group (CUG) takes place next week in Nashville, Tenn. A true highlight of the event will be keynote speaker Greg Levin, who is widely known in the contact center industry as an author, analyst and humorist. Greg adds a healthy dose of levity and antics to the industry via his uproarious Off Center blog (more…)

I don’t think of Calabrio as only a contact center software company, I think of us as an enterprise software business. I think about all the individuals who come together with their unique skill sets and ideas to make our customers’ businesses better. (more…)

The 80/20 rule, otherwise known as the Pareto principle, is a commonly taught mathematical rule which states that 80 percent of the effects come from 20 percent of the cause. This rule is applied to many business cases and taught in most business management courses. Researchers observe, for example, that most companies realize about 80 percent of their profits from about 20 percent of their clients. (more…)