Blog

In today’s competitive landscape, brands are recognizing that creating a first-rate customer experience is a significant differentiator and the key to establishing customer loyalty. At Calabrio, we know the value of the contact center and the critical role agents play in delivering on a brand’s promise—agents are a brand’s ambassadors during every single customer interaction. […]

The holiday season marks the most important time of the year for many businesses, while the measure of success is placed on total sales, the work of a company’s contact center is equally important. Sales provide an immediate impact, but the contact center’s role in supporting the total customer experience ensures that impact is not […]

Financial institutions are all about the numbers. Credit scores, income levels, tax brackets. You name a piece of big data and the financial industry has learned how to find it, measure it, slice it and dice it. Except when it comes to Voice of the Customer (VOC). VOC data has historically been extremely challenging to […]

Your contact center agents are your company’s face to the outside world. They’re on the front-line with your customers every day—the employees you trust to maintain those critical buyer relationships. But the job of a contact center agent isn’t an easy one. And those roles are vulnerable to high turnover. It takes a special mindset to […]

In a previous blog post, we discussed how a solid customer engagement plan starts with an engaged workforce. In the contact center, this means agents who are not only armed with the right tools, training, and technology to best serve customers in every single interaction, but who are focused on building long-term, loyal relationships with […]