Last week Calabrio announced that they had been named the Silver Stevie® award winner Paul_Stockfordfrom American Business Awards (ABA) in the category of “New Product or Service of the Year.”  The Stevie Awards takes its moniker from the name Stephen, which is derived from the Greek word for “crowned.”  Stevie Awards are conferred in several categories and are judged by a panel of 200 business executives nationwide with final award decisions made by nine separate judging committees.  (more…)

2013

As I sit down to write my summary of the 2013 Calabrio User Group (CUG) National Tom Office Pix Jan 2013Summit, my thoughts center on how much we have accomplished as a company with the support of such extraordinary customers. (more…)

2013

Big Data is like a puzzle: there’s a lot of great information, but if you don’t have every piece Brian_Humenanskyyou need, then you can’t complete the picture. Having the big picture is important when you are relying on the data to make informed business decisions. If you’re only analyzing the verbal interaction between a call center agent and a customer, you might be missing additional information that provides additional context: what’s happening on the agent’s screen while they are interacting with a customer? Is the on-screen behavior consistent with what’s being said? (more…)

2013

Marketers have it easy – right? Data from various sources, including social media, are providing streams of new information rich with insight from customers about what they like – and don’t like – about a company’s products, advertisements, positioning, etc. With so much information pouring in from all angles, it can be overwhelming for CMOs. And, there is still boundless information yet to be discovered. How can a CMO effectively use the information they have – and have yet to collect – to help move the needle across the company? (more…)

2013

By Guest Author Paul Stockford, Saddletree Research

With the advent of Calabrio’s Web 2.0-based Calabrio ONE workforce optimization platform a couple of years ago, the company has earned a reputation for offering contact center solutions for the masses.  Not only are Calabrio’s solutions easy to use, their graphical user interfaces and familiar drop-down menus mean that no specialized training is required to use or administer Calabrio ONE.  While its browser-based Web 2.0 platform is responsible in a big way for the user-friendly nature of Calabrio ONE, it is also instrumental in making Calabrio’s workforce optimization solutions accessible to contact centers of all sizes.  Now the company can add desktop analytics to their workforce optimization mix.  (more…)

2013

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…)

2013

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…)

2013

Agents are often the unsung heroes of the contact center. They are the first line of contact with 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…)

2013

What do you do when your contact center is the hub for something much bigger than 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…)

2013

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…)

2013