The Calabrio Voice

We recently announced that 2012 was a very good year for Calabrio.  We were able tooutpace the market by nearly 600% with 35% year-over-year growth in seats deployed of our Calabrio ONE Workforce Optimization platform.  That is an incredible achievement and is a testament to the fact that Calabrio ONE has become the clear choice for contact centers looking for valuable, intuitive and flexible WFO solutions. (more…)

In the communications industry, the word “scale” is typically associated with the addition of more equipment—a notion that is also tied to more cost and complexity. (more…)

Agents are often the unsung heroes of the contact center. They are the first line of contactwith your customers, providing solutions to issues and opening doors to new business opportunities. Each provide their own skills and strive to adhere to their center’s business practices. When a successful company expands, engaging in acquisitions and sprawling across cities, contact centers big and small need to adhere to new guidelines. (more…)

What do you do when your contact center is the hub for something much biggerthan itself? When supporting an organization that reaches across the globe, a contact center needs to be able to stretch and encompass a massive amount of customer exchanges – and do so in a quick and actionable manner. Now split that contact center into smaller agent
groups located miles away from the other. (more…)

As 2012 comes to a close, many of us are thinking about what might lie ahead in 2013.  What’s my prediction? In 2013, the market will feel the impact of simplified analytics solutions as customers begin to master analytic processes and measure results.  Contact centers will become an increasingly valuable resource as the hub of customer interaction data, connecting and flooding information to the enterprise, making it more intelligent about its products, services and customers. Here’s how… (more…)

Call recording has significantly evolved since first introduced to the contact center industry. Solutions have advanced to be essential and active initiatives inside of businesses seeking to strengthen customer satisfaction, adhere to regulations, reduce customer call disputes and effectively monitor compliance. (more…)

Last month we gathered our customers together in Phoenix for the second annual Calabrio User Group (CUG) meeting. As I wrote last year when we kicked off the first event, we consider our customers’ insight and experience to be a vital resource in developing smart contact center solutions that are user-centric. To that end, this year’s event was bigger and better. (more…)

Big Data is top-of-mind for many of us in the
information technology sector because it presents a big challenge and a greater opportunity. IDC estimates that each year the digital universe creates and replicates 1.8 zettabytes of information—that’s 1.8 trillion gigabytes. In order to extract the value that lies within this data, businesses must adopt solutions that not only efficiently retrieve and organize the information, but also effectively make use of that data. (more…)

Call centers are sitting on top of endless, useful data but not using it effectively. Some might not even realize it. Others are challenged to efficiently find meaning in the data because it’s unstructured. (more…)

The second post in this three-part series described how contact centers adapt to change by comparing them to two types of running backs – those that are slow and steady, and those that are nimble and quick. Slow and steady may work for centers focused on traditional call metrics, but today’s enterprise and business climates demand more. Success factors today include strong customer satisfaction and increased revenue, which often requires nimble decision making and increased flexibility. A contact center can evolve from a slow and steady operation to a more nimble and dynamic one, reacting quickly and wisely to changes in its environment.  (more…)