The Calabrio Voice

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…)

Workforce management (WFM) is ready for prime time in the contact center industry. That may seem an odd statement for an application that’s been around for decades. However, studies have shown that though return on investments for WFM solutions are enormous—only 50 percent of the market is using them (Making WFM Work). (more…)

A few months ago, one of our employees found a post on a user group forum from a frustrated customer about an issue he was having with his agent desktop. The customer had turned to a public forum to voice his frustration. We looked at this forum post as an opportunity to make things right for our customer (more…)

In a recent post, I wrote about how distractions have always existed in the contact center and the need to adapt by managing to the individual agent. If managers engage and empower their agents using WFO applications, then social media and other distractions become secondary and simply help agents recharge throughout the day. (more…)

July is a hot month for Calabrio and I’m not referring to Minnesota’s current heat wave. We recently had a great showing at Cisco Live! in Las Vegas, we were just notified that we’ve been awarded both the IP Contact Center Technology Pioneer Award and the Communications Solutions Product of the Year Award from TMC (more…)