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Are You Measuring These Critical Customer Experience Metrics?
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 [...]Read More
Minneapolis / St. Paul Business Journal Honors Calabrio CFO — Jenny Kray
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 [...]Read More
Is technology holding you back from delivering exceptional customer service? 5 ways to buck the trend
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 centers 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 [...]Read More
A 5-point plan for the new era of Customer Experience Intelligence
Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Calabrio says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Customer Experience (CX) is still the number one measure of strategic [...]Read More
Celebrating the Successes and Achievements of Calabrio Customers
We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights [...]Read More
Nearly 50 Customers Share Successes and Strategies at the Calabrio Customer Connect Conference
Read MoreCalabrio Customer Connect (C3) starts today, and we couldn’t be more excited. Nearly 50 customers, including Avant, Pacific Life and Rackspace, are sharing their Calabrio ONE successes and strategies, making this one of the most well-attended and informative C3 events ever. And that’s just the beginning. Calabrio President and CEO Tom Goodmanson, along with the […]
Celebrating the Successes and Achievements of Calabrio One Customers
Read MoreWe’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights […]
Welcome to the new world of self-scheduling for frontline employees
As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom For many years, contact center leaders have viewed [...]Read More
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