Looking to transform your customer experience (CX) but feeling overwhelmed by the options? Well, you’re not alone.

In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here's the thing: successful CX transformation isn't about jumping on the latest tech bandwagon — it's about following a proven roadmap to results. 

For many of our 650+ customers globally, this is where our three-phase methodology has helped global brands turn CX challenges into triumphant successes.

Calabrio has 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.
 
Echo AI’s technology analyses every customer conversation across multiple channels, including calls, tickets, surveys and reviews, and delivers insights that drive customer retention, operational efficiency and growth.
 
“With this acquisition, we’re accelerating our effort to provide a seamless integration of human and AI-driven intelligence, empowering agents to improve efficiency and dramatically improve customer interactions,” says Dave Rhodes, CEO at Calabrio.  

To mark our 25-year anniversary we will be doing something different by expanding the Best Practice Guide with different editions throughout the year. This first digital edition was launched alongside our Best Practice Programme in January 25. The second edition will include additional articles before being printed in time for our Customer Strategy & Planning conference on 29th April 25. The third edition will include the case studies from The Forum Awards, with all Innovation & Transformation, Partnerships and Best Practice finalists in time for our Best Practice Showcase in June 25. We have yet to decide if there will be a fourth edition in 2025, or if we will just start the creation of the 2026 Best practice Guide. What is important is that we continue to provide this valuable resource for our community of best practice and demonstrate how we are moving forward.

Originally broadcast Tuesday 15th October 2024, 12:30

Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins

Implementing a workforce management (WFM) solution can transform your organisation's efficiency, productivity, and cost management.

However, to truly benefit from the system, it’s essential to assess whether the solution is delivering on its promises.

Here are some key indicators to determine if you're driving the benefits of your workforce management solution.