Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Centre report. The prevalence of AI use in the contact centre comes as no surprise, but the fact that 61% are experiencing more difficult conversations illustrates the ongoing challenge of balancing efficiency and empathy in the fast-changing customer experience space. Continue reading Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations
Tag Archives: Calabrio
Calabrio Continues to Accelerate AI Innovation with Acquisition of Echo AI
Calabrio, the workforce performance company, announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. It is the next strategic step in Calabrio’s commitment to providing contact centres with the latest innovative solutions through near-time conversation insights that enhance customer experiences and operational efficiency. Continue reading Calabrio Continues to Accelerate AI Innovation with Acquisition of Echo AI
New Research from Calabrio Highlights An Enhanced Reputation of the Contact Centre Industry
Calabrio, the workforce performance company, released the findings of a major contact centre industry study with Get out of Wrap, the UK’s first contact centre podcast. The new research revealed high levels of agent satisfaction and work-life balance alongside clear opportunities in areas such as career progression. Continue reading New Research from Calabrio Highlights An Enhanced Reputation of the Contact Centre Industry
Empowering Agents to Excel – Why Wellbeing Helps Drive Customer Experience
In today’s digital world, technology is at the forefront of many conversations for its ability to increase efficiency and improve productivity, but Scott Budding, Sales Engineering Manager, UK & EMEA at Calabrio, explains how it can also benefit the contact centre’s most important asset — agents. Continue reading Empowering Agents to Excel – Why Wellbeing Helps Drive Customer Experience
Calabrio Workforce Management Now Interoperates with Microsoft Dynamics 365
Calabrio, the workforce performance company, announced that Calabrio Workforce Management (WFM) now interoperates with Microsoft Dynamics 365 Contact Centre. Continue reading Calabrio Workforce Management Now Interoperates with Microsoft Dynamics 365
Calabrio recognised in ISG’s 2024 Buyers Guide
Calabrio, a leading workforce performance company, has been included in the ISG Buyers Guide™ for Agent Management for 2024 produced by ISG Software Research (formerly Ventana Research). Continue reading Calabrio recognised in ISG’s 2024 Buyers Guide