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It’s no secret that the customer experience (CX) is a priority for most companies. In fact, 72 percent of businesses say that improving customer experience is at the top of the list. To make the right CX improvements however, business leaders must successfully identify customer pain points and implement the proper mix of technology and customer […]

  As we help our customers prepare for the fast-approaching General Data Protection Regulation (GDPR) compliance deadline, several common questions keep popping up.  You may wonder about some of the same things—here’s what they are. 1. Can my company transfer customer contact data outside of the European Union (EU)? For example, if we capture data […]

As a contact center leader, your customers love working with you. Your agents love working for you. Your peers love working alongside you. Under your guidance, your team consistently achieves top performance scores and high customer satisfaction ratings. You seem able to accomplish whichever task is put in front of you, and you relish new […]

Google the term “intelligent contact center,” and you’ll see it’s been used for years, but its definition constantly evolves and usually is widely disputed. To muddy the waters even further, contact center vendors each have their own spin on the term, typically aligning it with whichever capabilities their own platform offers. But what does this […]

Calabrio headquarters are based in Minnesota and its Center of Excellence for Analytics based in Vancouver Canada. You can’t live in either place and NOT know hockey playoffs are happening right now. It’s practically sacred. So it seemed appropriate when developing this week’s live webinar to weave in some sort of hockey theme. It also […]