Calabrio CEO Tom Goodmanson discusses how technologies like automation, AI, and analytics can help companies deliver a richer human interaction. Human interaction is becoming a luxury. In the era of excessive screen time, cyber trolls, hacking, catfishing, fraud – tech has done a lot to hurt the way we interact. Now it’s time for tech to make it up to us.
With poor customer service costing businesses more than $75 billion a year, companies simply cannot afford to delivery anything other than exceptional customer experiences. And while there’s great irony in the idea that humanizing the workplace depends on artificial intelligence and analytics, learn how it makes perfect sense.
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management, voice-of-the-customer analytics and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer and improve the overall agent and customer experience.
Tom Goodmanson, President, and CEO of Calabrio, has more than 20 years of experience leading fast-growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences.
Addressing the market need for simpler solutions to complex customer interaction challenges, Tom’s vision to redefine the standard for software ease-of-use has been instrumental in making Calabrio one of the fastest-growing companies in the industry. Prior to his role at Calabrio, Tom was a senior leader in several successful technology-based companies, including Gelco Information Network and Magenic Technologies. Tom currently holds a board seat at Virteva.
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