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The Top Ten Takeaways from Calabrio Customer Connect (C3)

Calabrio

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. This year’s theme was “Power Up,” and little did we know how fitting this theme would be, after Hurricane Ian changed course.

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Selecting Agent Management Solutions – Are You Asking the Right Questions?

Calabrio

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. In its recent report, Ventana Research came to the conclusion that, “The pandemic created the circumstances for a complete reassessment of the tools and processes used in contact centers to manage agents”.1 Based on this insigh

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The Eighth Time is the Charm: Calabrio Again Named a Top Workplace in Minnesota by the Star Tribune

Calabrio

If the past 18 months has taught us anything, it is that almost everything can change in a matter of days, let alone 365. So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace. And I’m very proud that the Star Tribune has named Calabrio a Top Workplace for the eighth year in a row.

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Plotting the right (Green)Path: Calabrio Customer is a Finalist in the 2021 ICMI Global Contact Center Awards

Calabrio

Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. Albeit the hurdles, we’re proud to announce one of these leaders has been recognized by ICMI as a stand-out manager. David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager.

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When Plan Meets Reality: Calabrio Named a Visionary for the Fifth Consecutive Year in the 2021 Gartner Magic Quadrant for Workforce Engagement Management (WEM)

Calabrio

There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we? . On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. We were planning for a cloud-first infrastructure that would enable fast scalability , greater innovation and cost optimization.

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Hip Hip Hooray! Calabrio Customer is a Finalist for SWPP WFM Professional of the Year

Calabrio

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader. Three cheers to Aaron Jacobs of GE Appliances!