Blog

Just when we thought the new world of remote and hybrid work might make life easier, it has actually produced new complexities.  While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work.  This places immense pressure on managers by adding an […]

Rogue thinking is all about how businesses and executive leaders can challenge the status quo—rationally. It’s about thinking outside of the box while not making any reckless, uneducated decisions. It involves changing your mindset. For example, while traditional thinkers might be more profit-focused, rogue thinkers are customer-focused. Rogue thinking in the business world involves breaking […]

We’ve certainly learned much about customer and employee expectations in APAC during the past year. Massive shifts to remote work, combined with greater preferences for instantaneous response, have led APAC contact centres to accelerate their digital transformations. The process was arguably already happening—the pandemic just boosted it. I had been involved in a lot of […]

In Calabrio’s recent blog “Harnessing CCaaS and CRM solutions: what’s the missing link?”, we discovered how data is the beating heart of a synchronized agent and user experience, empowering frontline staff to deliver better customer experiences.  We then explored the importance of capturing all kinds of information from inside and outside the contact center – […]

Customer feedback is the lifeblood of our product suite, and we always look for ways to improve their experiences. Customers can guide our development processes – through the Calabrio Product Ideas portal. Here’s how it works: Customers submit their product idea to the community, and other users vote, comment, question, and add to the idea. […]