In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.

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Latest Episodes

The Real-Time Awakening: How Hargreaves Lansdown Rebuilt Workforce Planning with Calabrio

In this episode, Dave Hoekstra of Calabrio sits down with Jinesh Nair, Head of Service Planning & Performance at Hargreaves Lansdown, to discuss how one of the UK’s le...

From AI to “Speed to Happiness”: Dan Eddie on Simplyhealth’s CX Transformation

In this episode of Working Smarter, Dave Hoekstra speaks with Dan Eddie, Customer Services Director at Simplyhealth - loyal Calabrio customer -  about the evolution of...

AI, Performance, and the Modern Agent with Steve Morrell

AI is saving contact centers time, but is it actually making life better for agents? In this episode of Working Smarter, Dave Hoekstra chats with Steve Morrell from Co...

Voice of the Agent: What 540 Agents Really Think About Life on the Frontline

In this episode of Working Smarter, Dave Hoekstra is joined by Martin Teasdale, Founder of Get Out of Wrap, to unpack the findings from our latest Voice of the Agent r...

Women, Working Smarter: Ritu Maheshwari on Mentorship, Leadership & AI

In the first episode of Women, Working Smarter, host Jennifer Docken (Product Marketing Manager, Calabrio) welcomes Ritu Maheshwari (VP of Product Management, Calabrio...

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