|By Jason Bloomberg||
|November 9, 2016 03:59 PM EST|
An Intellyx Brain Candy Brief
Calabrio offers customer engagement management and workforce optimization software that helps enterprises bring their call centers in line with their digital transformation initiatives.
Executives have long considered call centers to be cost centers, necessary evils that should cost as little as possible. For digitally transformed organizations, in contrast, contact centers – so renamed to reflect the addition of chat, social media, text, and other channels – are an integral part of the modern customer journey.
Calabrio ensures the right person is in the right seat at the right time to help each customer with their needs. Its software records each interaction across each technology channel, providing the ability to manage quality. And perhaps most important: Calabrio offers the associated analytics that provides visibility into omnichannel interactions that companies can integrate with other applications to optimize the customer experience.
Calabrio also empowers agents, leading to better quality and lower agent turnover via support for better training, in part through gamification that helps agents identify resources within their organizations that can provide training, coaching or other support.
Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at [email protected].
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