Blog

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. The acquisition was the ideal next [...]

  Like most organisations, Calabrio measures many things to examine our performance...  things like sales revenue, CSAT scores, employee retention, and M&M consumption. Yes, I just said M&M’s consumption. Employees here at Calabrio consumed 346 pounds of M&M's last year. But why do we measure that? Is it just for fun? Or is there a [...]

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. Read on to discover 3 ways to master the art of simple sophistication. Over the past few months, [...]

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Magnus Geverts shares 5 ways to become a WFM guru.  Over the years, I have been lucky enough to work with many […]

It’s time to discard the minutiae and start focusing on the future according to Dave Hoekstra. In his latest blog Dave explains that while human automation might be new to some, to others technology has been automating processes for many years. Over the last few months, the Teleopti/Calabrio team has been hard at work releasing [...]

Customer experience may be all about customers, but it’s backed up by numbers. Tracking experience metrics helps companies better understand customers and their needs, as well as the progress and ROI of their initiatives. Although there are numerous options for metrics, these five customer experience metrics are the most important to track: 5 CUSTOMER EXPERIENCE [...]

It came as no surprise to me when the Minneapolis / St. Paul Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! That’s because—in only two years—Jenny has been a driving force behind [...]

Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philp, Product Manager at Calabrio, as industry statistics reveal four in every five contact centres are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM. According to recent research, 79.3% of [...]