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A 5-point plan for the new era of Customer Experience Intelligence
Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Calabrio says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Customer Experience (CX) is still the number one measure of strategic [...]Read More
Celebrating the Successes and Achievements of Calabrio Customers
We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights [...]Read More
Nearly 50 Customers Share Successes and Strategies at the Calabrio Customer Connect Conference
Read MoreCalabrio Customer Connect (C3) starts today, and we couldn’t be more excited. Nearly 50 customers, including Avant, Pacific Life and Rackspace, are sharing their Calabrio ONE successes and strategies, making this one of the most well-attended and informative C3 events ever. And that’s just the beginning. Calabrio President and CEO Tom Goodmanson, along with the […]
Celebrating the Successes and Achievements of Calabrio One Customers
Read MoreWe’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights […]
Welcome to the new world of self-scheduling for frontline employees
As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM.  Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom For many years, contact center leaders have viewed [...]Read More
How to win friends and influence people with Workforce Management
Constant change and the viral power of social media demand new levels of adaptability from organizations today. Nick Smith at Calabrio shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation. Increasing industry consolidation, decreasing customer loyalty and the viral power of social media are just [...]Read More
Top 7 questions IT professionals ask about WFM
Read MoreIT professionals are easy to please so why is life so complicated? Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM) framework. IT professionals are easy to please. When it comes to WFM, they just want four things: peace of mind ie that […]
Call Center Quality Monitoring: 3 Ways Analytics Improves Performance
As a contact center professional, you know the critical value that exceptional customer experiences powered by call center quality monitoring deliver to your company’s brand and bottom line. Case in Point: From 2012 to 2017, the top 10 brands surveyed in KPMG Nunwood’s annual Customer Experience Excellence study achieved 10 times the revenue growth of [...]Read More
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