The Calabrio Voice

In the past few years, I’ve heard a common debate among contact center managers about whether to allow social media access to their agents. Many contact center leaders see social media as a distraction that will decrease efficiency and service level quality. I, however, see social media as just the latest work-time pass-time for this generation of workers. (more…)

As a CEO and former CFO, I’m very familiar with the sales and financial analysis reports an executive receives. In many organizations, executives still tend to zero in on operational costs as it relates to the contact center, unless the contact center is primarily driven by outbound sales calls. (more…)

In my last post, I wrote about the important role a contact center provides to a business. Without good service from your contact center, customer satisfaction suffers as does the overall business. In order to help achieve good service, companies must first satisfy those who run the contact center engine – the agents. (more…)

In my last blog, New Expectations of the GUI, I talked about the way my teenagers interact with data. They also spend a fair amount of time like zombies in front of the TV. A few weeks ago, the zombies weren’t around, so I had the TV all to myself. As fate would have it, the cable wasn’t working. (more…)

As I my watch my teenage children work and study and play with content, I’m fascinated by their manner of information consumption and their trust in data. Today’s younger generation doesn’t necessarily question the accuracy of how applications manage information, but they do care about the “presentation” of the information.   What used to be endless and scattered data can now be consumed and processed in mere seconds by the user via widgets and social media-like feeds. (more…)

Last week at Enterprise Connect, we caught the attention of a curious character from a company that is aptly named Stanworldwide.

It’s ironic that the top sales guy for a company with a message, demeanor, product portfolio and service ethic that runs completely counter to those we hold at Calabrio (uncomplicated, agile, focused on customer service) was positioned so close to our exhibit space. (more…)

TechWeb’s David Berlind stopped by to speak with us about our recent announcement and find out more about what makes Calabrio’s workforce optimization suite unique. Here’s the interview.

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During our time at Enterprise Connect we had the opportunity to share our news and vision with many people from both the analyst community along with the media. My measure of success has always been to determine if they are picking up the main themes that we as a company are trying to communicate. (more…)

I wrapped up my time at EC today, and I am reflecting on the week as I wait for my plane. All in all this was another good year for the show. Just think, one year ago people were talking about mobility and the future of social media, and this year the major themes were the realization of the “Pad Revolution” and how to aggregate and harness the information in social media. (more…)

I mentioned last week that CRM Magazine named Calabrio one of the top 4 vendors in Workforce Optimization in the 2011 CRM Services Awards. Here’s an excerpt and a link to the story: (more…)