Calabrio

Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant.

Stay Connected With Customers During Uncertain Times with Calabrio and Amazon

Calabrio

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing.

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Guest Blog: Emphasizing the Human Side of Remote Work

Calabrio

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th.

Eliminating Data Disparity: Q&A with UJET COO Vasili Triant

Calabrio

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Look at the term “real-time feed.”

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Calabrio Wins CUSTOMER Workforce Optimization Innovation Awards for Full WFO Suite and Speech Analytics

Calabrio

2020 was a time of great change for the contact center.

Promoting Openness and Flexibility: Calabrio and Genesys Engage

Calabrio

Calabrio is a company that has thrived through strategic partnerships.

WFM in the Palm of Your Hand: The Calabrio ONE Mobile App

Calabrio

Workforce managers need a better process to communicate with agents about events impacting their schedule.

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Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.”

Calabrio honored as a Fast 50 Company — What does it mean for us, and you?

Calabrio

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Lucky Seven! Calabrio Named a Top Workplace Seven Times Running

Calabrio

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March.

Celebrating Sharon Jones, National Debt Relief—SWPP’s WFM Professional of the Year!

Calabrio

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. And one of them— Sharon Jones of National Debt Relief (NDR)—WON!!

Deploying a Rapid Response Contact Center – Fast – with Calabrio ONE and Twilio Flex Boost

Calabrio

COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare.

The Best of the Best: Calabrio Customers Are Finalists for SWPP WFM Pro of the Year (We Have a Winner!)

Calabrio

Update: Sharon Jones of National Debt Relief was named the winner! Stay tuned for a special profile of Sharon and her accomplishments. Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Eliminating Data Disparity: Q&A with UJET COO Vasili Triant

Calabrio

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Look at the term “real-time feed.”

Data 141

Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.”

Contact Center Talent in These Changing Times, Part 2 – Agents & Supervisors Transform into Specialists & Coaches

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. ‘A A change will do you good,’ sang Sheryl Crow in the 90s.

Moving to the cloud: Real world advice

Calabrio

Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, etc.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Customers Want to Feel Heard—Calabrio and UJET can Help You be a Better Listener

Calabrio

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact.

Calabrio – one brand, one future for CX Intelligence

Calabrio

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.

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Announcing The Winner of the C3 2020 Analytics Awards Program!

Calabrio

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now.

Announcing Three Finalists for the C3 2020 Analytics Awards Program!

Calabrio

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant.

Guest Blog: Emphasizing the Human Side of Remote Work

Calabrio

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th.

Boost Your CX Skills with Help from Calabrio and Rockstar CX

Calabrio

Our recent Evolving World of Work report showed how customer expectations are only rising. Are you prepared to tackle the challenges of our new working world? Calabrio and James Dodkins want to help!

How to use Calabrio WFM to empower a remote workforce

Calabrio

Covid-19 is impacting all dimensions of the workplace from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

With communities rapidly becoming the central location for self-service, support, and connection, these programs are under as much scrutiny as any other investment. However, often it can be a struggle to fit CX scoring systems onto a living, organic community and as such, the value of community is often under-reported and subsequently under-resourced. On Tuesday, April 20th at 12 PM EDT, Nichole Devolites will share with us in an exclusive webinar: The top three scoring systems: NPS, CSAT, and CES and what they are used for. How a community can impact a much broader customer survey. The benefits and detractors of integrating each into a community to help determine which approach is right for you.

Calabrio honored as a Fast 50 Company — What does it mean for us, and you?

Calabrio

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment.

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Four)

Calabrio

In my last weekly update on the leadership lessons learned during COVID-19, I discussed overcommunication: the idea that leaders need to set the tone for our managers, offer flexibility and resources for our employees, and visibly participate in meetings and our more lighthearted company virtual events and challenges.

Heads in the Clouds: Elevated Contact Center as a Service (CCaaS) via Calabrio ONE and Twilio Flex

Calabrio

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive.

Helping a community in need: Our outreach efforts in the Twin Cities

Calabrio

For our Calabrio employees, the recent events in Minneapolis have special significance. The Twin Cities is home to our U.S. headquarters, and we wanted to help out as our community dealt with changes. Below is a summary of Calabrio’s community outreach efforts in May and June 2020.

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Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

Last post from teleopti

Calabrio

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.