Blog

Since joining Calabrio this past spring, I’ve been in awe of our company’s unwavering commitment to helping organizations deliver the best in customer experience. And that’s no easy task given how quickly and dramatically the landscape evolves. But—like the customer journey itself—it’s a continuous process that starts long before a sale is complete. Never-ending journeys […]

It may come as no surprise to you that contact center leaders still cite agent turnover as their No. 1 challenge.1 Despite concerted efforts by many organizations to deploy dedicated workforce management (WFM) initiatives to combat agent attrition, the 2016 U.S. Contact Center Decision Makers’ Guide estimated the average term for a customer service representative […]

Now, more than ever, companies are competing on customer experience and the emotional connections they can make with consumers as they deliver it. Brands recognize the importance of delivering consistent customer experiences, however, customer interactions are still largely spread across different teams and different, disconnected systems. We’ve all had the experience of something going wrong […]

At Calabrio, we are constantly inspired by how our customers are using the Calabrio ONE platform to drive real business change. We watch rapidly growing companies scale to meet the needs of their expanding customer base. We see customers tap into the voice of the customer (VoC) and use the data coming into the contact […]

The ways in which customers communicate with businesses is changing. This year, digital channel interactions are expected to overtake voice interactions for the first time, indicating a shift in customer expectations. To optimize the customer experience utilizing the channels customers want to use, companies must have digital self-service options. However, digital self-service goes far deeper […]

Calabrio Customer Connect (C3) begins tonight! We can’t wait to see you all there. Here is the last installment of our 2018 Speaker Spotlight series. Nicole Price, customer experience manager at Radial, a bpost company, will be presenting on leveraging Calabrio to drive First Contact Resolution, and separately on how to break down data silos […]

With only a few days remaining until Calabrio Customer Connect (C3), we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. César Martínez, planning and strategy manager at BanReservas, will be sharing tried-and-true methods for getting everyone on board when implementing a new WFO tool or replacing an existing […]