Calabrio on CX Today
70 stories · 4 in 2026 · 0 in the last 90 days · 31 sponsored
CX Today coverage mentioning Calabrio, newest first. Sponsored work is identified clearly on each story.
How to Improve Contact Center Agent Efficiency with AI: A 2026 Evaluation Guide
Six AI capabilities that measurably improve contact center agent efficiency in 2026 - with benchmarks, expert quotes, and buyer evaluation.
Sean Nolan · 11 min read · 24 Jun 2026
Verint's Quiet Pivot: How AI Is Reshaping Its Core Business
Verint’s AI revenue has overtaken its legacy business, signalling a major shift toward CX automation. Here’s what it means for CX Leaders.
Thomas Walker · 5 min read · 14 Apr 2026
Stop Wasting AI Investments: Modernize Your Coaching Strategy
As we start 2026, let’s play a game: how many times did you say ‘AI’ last year? Let’s be honest, if your answer is anywhere under the 100,000 mark, you’re pr...
Rhys Fisher · 6 min read · 26 Feb 2026
Why Agent Stress Is Sabotaging CX Performance in 2026
AI is transforming customer service, but is it transforming it for the better? The answer might seem like an obvious yes, given how quickly the technology ha...
Rhys Fisher · 5 min read · 19 Feb 2026
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
Explore the Thoma Bravo Verint acquisition and its implications for AI-powered customer experience platforms.
Rhys Fisher · 6 min read · 10 Dec 2025
Outdated WFM Is Costing You – Unlock ROI with Workforce Intelligence
For decades, workforce management (WFM) has been the backbone of contact center operations. Scheduling, forecasting, and ensuring compliance were integral to...
Rhys Fisher · 3 min read · 29 Oct 2025
Agent Assist: Empowering Agents with Their Own AI Copilot
For years, contact center leaders have wrestled with the same challenges: high attrition, stressful working environments, and the growing complexity of hybri...
Rhys Fisher · 4 min read · 22 Oct 2025
Four Key Considerations for Contact Centers in 2025
Contact centers are at a turning point. AI is everywhere, speeding up processes, automating routine tasks, and promising 24/7 coverage. Yet customers and age...
Rhys Fisher · 4 min read · 15 Oct 2025
Explainer: What Workforce Engagement Management Is
Workforce engagement management is an approach to using software, tools, and strategies to improve employee engagement, satisfaction, and performance. But it...
Rebekah Carter · 14 min read · 3 Oct 2025
How Workforce and Conversation Intelligence Drive Successful AI Adoption with Calabrio ONE
CX Today looks at how Calabrio ONE's latest workforce and conversation intelligence features, over 70 rolled out this year, are powering smarter AI adoption.
Rhys Fisher · 4 min read · 13 Aug 2025
Empathy, AI and the Contact Center Conundrum
The headline figures are an illuminating read for innovative leaders in the CX space. With 40 percent of contact centers reporting increased demand for 24/7 ...
Guest Blogger · 3 min read · 4 Aug 2025
Top Conversational Intelligence Vendors: AI-Driven Insights for Smarter Enterprises
Conversations aren’t just touchpoints, they’re valuable insights into your customers, how your business runs, and what you need to improve. The top conversat...
Rebekah Carter · 14 min read · 21 Jul 2025
Top Workforce Engagement Management Software: The Secret to Great EX
Workforce engagement management software has never been a more vital component of enterprise success. In a time of hybrid work, high turnover, rising custome...
Rebekah Carter · 12 min read · 20 Jul 2025
Calabrio Customer Connect UK 2025: Elevating Customer Experience Through Innovation and Collaboration
The 2025 Calabrio Customer Connect UK returns next month, with the two-day conference being held in The Lowry Hotel, Manchester on June 10 - 11. This year's ...
Floyd March · 2 min read · 30 May 2025
The New Best Practices for Contact Center Workforce Engagement Management
Contact center workforce engagement management (WEM) practices have evolved rapidly in recent years. The chief catalyst? Advancements in AI. Indeed, AI is re...
Floyd March · 8 min read · 31 Mar 2025
Agents Are Burned Out – Calabrio’s CEO Has a Plan
In an industry where customer expectations and operational complexity are increasing, contact centers face mounting challenges. Agents are tasked with handli...
Rhys Fisher · 4 min read · 27 Mar 2025
The Top 10 Contact Center Workforce Management (WFM) Tools for 2025
Contact center workforce management (WFM) tools enable planners to create forecasts, manage schedules, support intraday management, and run reviews. Some sol...
Rebekah Carter · 6 min read · 12 Mar 2025
Struggling with Agent Burnout? Calabrio’s Guide to a Stress-Free Contact Center
In the past 30 years, few professions have changed as dramatically as the contact center agent. Previously centered around handling simple, repetitive inquir...
Rhys Fisher · 4 min read · 25 Feb 2025
From Burnout to Point of Pride: Calabrio Study Reveals Shift in Contact Center Agent Experience
Calabrio’s latest research has unearthed a number of insights into the current state of the contact center agent experience. With so much of the customer ser...
Rhys Fisher · 4 min read · 6 Feb 2025
15 Customer Experience Technology Predictions for 2025
Tech innovation is accelerating like never before, and 2025 is the year many brands will embark upon transformational projects to reimagine their customer ex...
Charlie Mitchell · 13 min read · 26 Dec 2024
What's Changed? Analytics-Based Decisions in the Age of AI
In 30 years of working in contact centres, Ed Creasey, VP of Global Solutions Engineering at Calabrio , has seen the industry through many technology introdu...
Linoy Doron · 4 min read · 21 Oct 2024
Calabrio Brings WFM to the Microsoft Dynamics 365 Contact Center
Calabrio has confirmed that its Workforce Management (WFM) solution now "interoperates" with the Microsoft Dynamics 365 Contact Center. As such, Microsoft CC...
Rhys Fisher · 2 min read · 17 Oct 2024
Calabrio Appoints Dave Rhodes as CEO, Promises to Seize "Immense" Growth Opportunities
Calabrio has appointed Dave Rhodes as its new CEO. Rhodes comes to Calabrio from Sauce Labs, where he was also CEO. Sauce Labs is a cloud-hosted web and mobi...
James Stephen · 3 min read · 17 Sept 2024
Contact Center WFM: A Best Practice Guide
There are four cornerstone disciplines of contact center workforce management (WFM): forecasting, scheduling, intraday management, and review. The review pie...
Charlie Mitchell · 8 min read · 20 Aug 2024
Calabrio and Five9 Combine Contact Centre Technologies
Calabrio and Five9 have partnered to offer customers a joint solution that brings together Calabrio's quality management and analytics capabilities with Five...
James Stephen · 3 min read · 9 Aug 2024
Big CX News from Five9, NICE, Oracle & Webex
It's been a busy week in the world of CX, with new releases from Five9 and NICE, alongside fresh integrations for Oracle, Webex, and Calabrio. Here are the e...
Rhys Fisher · 4 min read · 9 Aug 2024
Calabrio Enhances Call Recording Capabilities for Superior Webex Integration
Calabrio has announced improved call recording capabilities that will enable integration with Cisco’s Webex Calling solution. Described by Calabrio as an all...
Rhys Fisher · 3 min read · 8 Aug 2024
Contact Centers Are Expanding, and So Must Workforce Management
In 2022, only 48 percent of contact centers had the necessary staffing to meet customer demand. Fast forward 12 months, and that figure jumped to 58 percent....
Charlie Mitchell · 4 min read · 24 May 2024
Calabrio Confirms CEO Exit, Releases New QA Tools
Calabrio has confirmed that former CEO Kevin Jones is no longer with the company, with the vendor currently operating under an interim CEO. Calabrio’s CTO, J...
Rhys Fisher · 3 min read · 23 Apr 2024
Enterprise Connect 2024: News You Might Have Missed
Billed as an event to help keep leaders at the “forefront of the enterprise IT industry,” Enterprise Connect 2024 certainly delivered. Hosted in the Gaylord ...
Rhys Fisher · 5 min read · 28 Mar 2024
Conversational Intelligence: 5 Use Cases to Enhance Contact Center Performance
Almost half of the contact center agents don’t have the skills they need to deal with the current demands of their job – according to Calabrio’s recent State...
Charlie Mitchell · 6 min read · 20 Mar 2024
The Latest BIG News from Twilio, Zendesk, Calabrio, & Microsoft
From a high-profile CEO departure to new CX acquisitions, here are some extracts from our most popular news stories over the last seven days. Twilio CEO Step...
Charlie Mitchell · 5 min read · 12 Jan 2024
Calabrio Acquires Wysdom, Doubles Down on Conversational AI in WEM
Calabrio has snapped up Wysdom, a provider of contact center virtual agents. The move adds to the workforce engagement management (WEM) frontrunner’s AI and ...
Charlie Mitchell · 3 min read · 9 Jan 2024
Beyond the Trophy: Unveiling the Journeys of Our Remarkable Previous Winners
With hundreds of applicants each year, the CX Awards has quickly become a staple event on everyone’s customer experience calendar. Following its launch in 20...
Charlie Mitchell · 5 min read · 5 Jan 2024
Smart Ways Contact Centers can Achieve More and Regret Less
The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on...
Magnus Geverts · 4 min read · 15 Dec 2023
5 Contact Center Agent Experience Megatrends Driven By AI
Slowly but surely, AI is making its mark on the contact center and changing how agents work. From how they access support information to how they schedule th...
Charlie Mitchell · 8 min read · 21 Nov 2023
What Is the ROI of Workforce Engagement Software for My Contact Center?
Contact centers recognize the need to evolve. But when budgets are tight and time is short, leaders require extra assurances that new technology will deliver...
Zen Bahar · 3 min read · 12 Sept 2023
Ascensos Saves 375 Hours a Week Using Calabrio ONE
Calabrio ONE has saved Ascensos the equivalent of 375 hours of work a week or 13 full-time employees. The solution has increased operational efficiencies and...
James Stephen · 3 min read · 21 Jul 2023
In Contact Center Workforce Engagement Management, 1 + 1 = 3
According to Dave Hoekstra at Calabrio, Workforce Engagement Management (WEM) is a team sport. Why? Because customers extract most value from their new, comp...
Charlie Mitchell · 4 min read · 11 Jul 2023
Mental Health In the Contact Center Is About More Than Campaigns, Events, & Initiatives
May was Mental Health Awareness Month in the US. And, in workplaces across the country, events and initiatives took place to inspire important conversations....
Charlie Mitchell · 4 min read · 12 Jun 2023
Who Leads the Workforce Engagement Management Space? QKS Reveals Its Findings
According to QKS, the leaders in contact center WEM solutions are NICE, Verint, Genesys, Calabrio, Alvaria, and Five9.
Charlie Mitchell · 6 min read · 3 May 2023
Easing Inflation and Recession Fears from the Contact Center
You'd almost think that Charles Dickens was writing about us in his 1859 novel, “A Tale of Two Cities.” After all, his now famous quote about the uncertainti...
John Flood · 5 min read · 27 Apr 2023
Top Trends In Workforce Optimization (WFO) – CX Today Roundtable
When agent engagement is low and productivity stutters, dusting off the contact center WFO playbook is a tried-and-tested play. Service leaders may introduce...
Charlie Mitchell · 7 min read · 24 Apr 2023
All the Latest CCaaS Announcements from AWS, NICE, and Zoom
The CCaaS space is heating up, with several market trends adding coals to the furnace. Indeed, legacy vendors are becoming increasingly eager to push contact...
Charlie Mitchell · 6 min read · 5 Apr 2023
The Top CX Compliance Vendors for 2023
Compliance has always been a critical concern for brands serving customers in a variety of industries and landscapes. As companies continue to collect huge a...
Rebekah Carter · 12 min read · 20 Mar 2023
The Top Workforce Optimization Platform Vendors for 2023
The world of work has changed drastically in recent years. Since the pandemic, concepts like remote and hybrid work have become commonplace, and companies ha...
Rebekah Carter · 11 min read · 15 Mar 2023
Comparing Workforce Optimisation Options: All-in-One or Best-Fit Solution?
The working models, customer needs, and service operations that contact centres must embrace are increasingly complex. In turn, the complexity of modern-day ...
Charlie Mitchell · 7 min read · 28 Feb 2023Big CX News from Calabrio, Gartner, Dialpad, and Snowflake
From retirements to new integrated apps in a marketplace, here are some extracts from our most popular news stories over the last seven days. Thomas Goodmans...
Ryan Smith · 4 min read · 23 Jan 2023
Thomas Goodmanson Steps Down as Calabrio CEO
Thomas Goodmanson has retired following 15 years at the helm of Calabrio. Goodmanson hopes to take the opportunity to rest and spend more time with his famil...
Charlie Mitchell · 3 min read · 18 Jan 2023
Customer Experience Trends 2023 and Emerging Tech: Expert Round Table
2022 has proven another disruptive year in the CX space, with emerging trends including the rise of more immersive experiences, hyper-personalization, and – ...
Charlie Mitchell · 11 min read · 14 Dec 2022
Top CX Vendors Majoring in Utilities in 2022
For years, the utility sector has struggled to keep up with the expectations of increasingly discerning customers. As a result, around 34% of utilities custo...
Rebekah Carter · 5 min read · 7 Dec 2022
The Contact Centre Of 2030 Will Be the Ultimate Brand Guardian
For years, many businesses have had a laissez-faire attitude to contact centres. Why? Because their profitability was not obvious or easily quantifiable. In ...
Charlie Mitchell · 5 min read · 2 Nov 2022
Conversational Analytics: Trends, Use Cases, and Predictions
To thrive in today’s customer-focused landscape, many businesses are attempting to get closer to customers, understand their preferences, and uncover their n...
Rebekah Carter · 15 min read · 20 Oct 2022
CTA – The New Mantra for Managing Customer Data
Gaining actionable insights from a wealth of customer data sources is no picnic in the park. Yet, harnessing customer data is becoming crucial, as the brands...
Charlie Mitchell · 5 min read · 29 Sept 2022
WFO Strategies: CX Today Expert Round Table
Workforce optimization (WFO) is not a new concept for many contact centers. Nevertheless, few operations currently have a thriving WFO strategy in place. Mis...
Charlie Mitchell · 19 min read · 13 Sept 2022
Who Is Leading the Agent Management Space? Ventana Research Reveals Its Findings
Agent turnover plagues the contact center industry. It has for so long that many companies have accepted it as an impossible cost to combat. Yet, with agent ...
Charlie Mitchell · 9 min read · 12 Jul 2022
Top CX Vendors Majoring in Public Sector in 2022
As trust in public sector organisations continues to dwindle in a post-pandemic environment, governments and other groups need to make a change and fast. The...
Rebekah Carter · 5 min read · 9 Jun 2022
7 Insightful Public Sector CX Case Studies to Read in 2022
The public sector is facing incredible pressure to adapt, transform, and evolve in a new world of post-pandemic interactions. With trust levels among citizen...
Rebekah Carter · 5 min read · 2 Jun 2022
3 Workforce Wellbeing Blockers and How to Overcome Them
Calabrio’s recent Agent Wellbeing and the Great Resignation study uncovered a fundamental disconnect between intent and reality in contact centres aiming to ...
Charlie Mitchell · 6 min read · 1 Jun 2022
Top CX Vendors Majoring in BPO Solutions in 2022
Business process outsourcing is one of the most powerful tools in any company’s kit if they’re looking for rapid scale, innovation, and growth. According to ...
Rebekah Carter · 5 min read · 27 May 2022