Susan Grassel is Counsel at Calabrio, Inc., specializing in contract analysis and drafting, negotiation, data privacy and security, and general corporate legal matters. Contact centers are where real people have real conversations that have real impact. It's where relationships flourish or flounder based on whether the voice of the customer can be heard. Calabrio frees the voice of the customer in today's multi-channel contact center for better, faster decision-making at all levels of the organization, driving strategic value enterprise-wide. Our integrated software suite, Calabrio ONE, sets the standard for workforce optimization (WFO) based on one simple fact. It's designed for people for the way real people work, solve problems and share knowledge. Human interactions are now more human.