Calabrio stories
Beyond technology: How leadership drives contact centre performance
Last week
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uc
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digital transformation
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cx
Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.
Contact centres report rising morale but AI doubts grow
Fri, 30th Jan 2026
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uc
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digital transformation
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cx
Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.
Calabrio unveils unified view for human & AI agents
Thu, 29th Jan 2026
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crm
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uc
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devops
Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.
EcoOnline names David Orstad Chief Customer Officer
Mon, 26th Jan 2026
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cx
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martech
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partner programmes
EcoOnline appoints David Orstad Chief Customer Officer to lead global customer functions and launch new managed services offering.
From metrics to meaning: Rethinking KPIs in contact centres
Wed, 17th Dec 2025
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uc
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data analytics
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digital transformation
Australian contact centres risk drowning in metrics; experts urge a sharper focus on a few vital KPIs to lift service, loyalty and morale.
Calabrio launches AI-driven workforce solution for contact centres
Tue, 16th Sep 2025
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genai
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ai
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agentic ai
Calabrio unveils Workforce Intelligence, an AI-powered platform enhancing contact centre operations with real-time adaptability and improved agent performance.
Blending efficiency with empathy - how to strategise for AI success
Tue, 26th Aug 2025
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uc
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cx
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martech
Almost all contact centres now use AI, but success hinges on blending technology with human skills to tackle complex, emotional customer needs effectively.
Calabrio launches unified platform to boost contact centre teams
Thu, 12th Jun 2025
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uc
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data analytics
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ai
Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.
Calabrio appoints Frank Ciccone as new Chief Revenue Officer
Tue, 6th May 2025
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uc
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cx
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martech
Calabrio appoints Frank Ciccone as Chief Revenue Officer to spearhead global sales and growth in customer experience sector.
Calabrio boosts contact centres with over 70 new AI features
Mon, 28th Apr 2025
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data analytics
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cx
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martech
Calabrio unveils 70+ new AI-driven features in Calabrio ONE, boosting efficiency and customer service in contact centres, available within six months.
Contact centres face challenges with AI in customer care
Wed, 26th Mar 2025
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uc
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cx
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martech
A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.
RingCentral launches AI-powered contact centre RingCX in Australia
Fri, 3rd May 2024
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uc
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martech
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omnichannel
RingCentral's AI-driven contact centre RingCX sees Australian launch, promising tailored solutions across all business sizes, with a focus on enhanced customer service via omnichannel and integrated capabilities.
Calabrio & Customer Driven expand partnership into Australia
Fri, 29th Mar 2024
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uc
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cx
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martech
Workforce management firm Calabrio expands its partnership with Customer Driven Solutions to enhance contact centre operations in Australia.
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Calabrio Names Dillon Nugent as Chief Marketing Officer
Fri, 11th Aug 2023
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saas
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cx
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martech
Dillon Nugent appointed as CMO of workforce performance company, Calabrio, bringing 25+ years of marketing experience to drive growth strategies.
Calabrio appoints Joel Martins as New CTO
Wed, 24th May 2023
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cloud services
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software engineering
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product management
Calabrio, the workforce management company, has appointed Joel Martins as its new CTO to lead its global technology and product management teams.