Blog

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain. […]

Digital transformation in the Contact Centre: this was the topic that I presented in the Dominican Republic recently. Now, you may say to yourself " Yeah, yeah, I've heard it all before." However, the audience reacted positively upon hearing some striking – even astonishing – facts that I laid out. I'd like to share some [...]

For my final instalment of our Q&A series, I chatted with Sean Matthews, machine learning engineer, about how he’s applying his academic background in psychology and cognitive science to real-world business problems. Keep reading to learn how Sean’s expertise in natural language processing is translating into voice-of-the-customer insights for Calabrio customers.   Q: You have [...]

Our world is digital and there’s no getting around it. We trip over it everywhere—people are on their laptops, phones and tablets searching the web, surfing social networks and downloading apps, all while walking down the street. This digital generation is also making strong judgments about the quality of service they’re receiving from brands on […]

To continue our Q&A series, I sat down with Skyler Grammer, machine learning engineer at Calabrio (and rocket scientist), to learn more about how machine learning is becoming the secret weapon in business. Below, Skyler talks about how data analytics leads to better decision-making than gut feelings and how machines can go from naïve to [...]

Teleopti Wins Frost & Sullivan’s 2016 EMEA Customer Value Leadership Award Since Calabrio’s inception in 1992, we’ve been working relentlessly on raising employee engagement and satisfaction – both in our own internal operations and in our workforce management (WFM) solution. Our efforts have now been rewarded with the prestigious 2016 EMEA Customer Value Leadership Award […]

If you are in a product or service-oriented industry, it should come as no surprise that the way you engage with your customers means everything. How well you know them, whether you can provide personalised service, and if you can earn their trust and loyalty can all mean the difference between your customers spending their […]

Capacity planning isn't getting the attention it deserves, nor is it valued, as it should be and a real disservice to those who do it. The general perception is that "any" capacity planning process is valid and accurate. But in my opinion, even understanding the skill level required to create an accurate capacity plan is [...]