All Episodes
Displaying 1 - 30 of 43 in total
AI Reporting and the future with AWS
Spend a little time with the Amazon Web Services team as we talk about the future of reporting, especially around AI. How will AI help us find data faster? Listen an...
Martin Teasdale of Get Out of Wrap - Contact Centre or Contact Center?
Working Smarter is joined by Martin Teasdale, the founder of Get out of Wrap, a UK-based podcast and consulting firm that specializes in contact centers...or is that c...
Irina Hollatz of RightWFM - How do product roadmaps work?
Irina Hollatz stops by the podcast to explain what RightWFM does, and why it is important to challenge the norm. The discussions also leans towards how software devel...
Klaus Bang, The Danish WFM Ninja - Using Data to Set Goals
Klaus Bang, otherwise known as the Danish WFM Ninja, shares his thoughts on a long career in WFM, his approach to determining a Service Level target, and how he used C...
Wysdom - How AI turns bots into intelligent agents with Tariq Bethune
Virtual Agents, Chatbots, Bots...whatever you call them, they need love too. Calabrio is excited to welcome Wysdom into the portfolio to help customers of any size ma...
Successful Agent Self Scheduling with Precious Bucher from Zappos
Have you ever wanted to enable agent self-scheduling, but are afraid of the process? Never fear, Precious Bucher from Zappos is here. Precious covers in detail Zappo...
The Power of Honesty, Transparency and Communication with Bryce Ackerman
Bryce Ackerman from Roche Diagnostics joins Dave to discuss the role of WFM in CX, some of the biggest myths about WFM and how important honesty and transparency are w...
WFM for a Global and Digital Organization with Trent Ryan from Netflix
Trent Ryan from Netflix joins the podcast to discuss how he got into WFM, what processes Netflix does well, and what he has learned over the years as the "key" to a su...
WEM in Healthcare Organizations with Daniel Acosta
Join our discussion with Daniel Acosta, a healthcare workforce management expert, in an eye-opening journey through the world of Workforce Engagement Management (WEM) ...
Building a World-Class WFM Team
With years of combined experience in WFM Management, this panel of experts dispenses wisdom and expertise on what to pay attention to when building a WFM team. Questi...
Chris Warticki - Customer Service, Customer Experience and Customer Success
What is the difference between Customer Service, Customer Experience and Customer Success? Join Chris Warticki, VP of Customer Experience at Epicor as we discuss how ...
Back to Basics with Jim Davies
Before a contact center organization looks to the future, getting back to the basics is the smarter first step. Calabrio's CXO Jim Davies stops by to provide wisdom a...
Machine Learning and Artificial Intelligence - What is it and how are contact centers using AI/ML?
What is Machine Learning? What is AI? And how does it impact contact center operations?
Using CX to Defend Your Brand with Nate Brown
Great customer service starts with supporting your frontline team. Dave Hoekstra and Nate Brown, Senior Director of CX at Arise, discuss how to find the spark of custo...
Empowering Agents: Amazon Web Services & AI in Contact Centers
Amazon Web Services’ Shalima Bhalla joins the podcast to discuss the partnership between AWS, Amazon Connect, and Calabrio. The pair talk advanced contact center tech ...
Part 2- State of the Contact Center 2022 with Shep Hyken
Key findings from Calabrio's State of the Contact Center 2022 Report with Customer Service and Experience Expert Shep Hyken.
State of the Contact Center 2022 with Shep Hyken
Key findings from Calabrio's State of the Contact Center 2022 Report with Customer Service and Experience Expert Shep Hyken.
Kathy Sobus of ConvergeOne - Employee Engagement and Quiet Quitting
Kathy and Dave discuss the latest details on Quiet Quitting and how engaging your employees can make the difference.
Addressing the Challenges of Modern Contact Centers with Cisco and Calabrio
How is music from David Bowie, Steely Dan and the Who related to the contact center? Find out by joining Dave Hoekstra and Zack Taylor from Cisco to learn how the cont...
Preference-Based Scheduling with Ashley Snow
Join Dave Hoekstra as he discusses the benefits of preference-based scheduling with Ashley Snow, the Resource Management Consultant at Alliant Energy.
Juanita Coley - That WFM Girl discusses WFM and her career
An open and honest discussion about Juanita's life, career and trajectory with WFM and Contact Centers.
Calabrio and Webhelp Anywhere - Reimagining CX for a Competitive Advantage
With Sandrine Asseraf from Webhelp - How reimagining your CX process could lead to a large competitive advantage.
Information Security with Calabrio's Security Experts
What can you and your organization do to prevent security breaches? Calabrio's security experts weigh in on simple practices to ensure data security.
Datagamz - The Impact of Employee Engagement on CX with Kunal Rahalkar
Dave talks to Kunal Rahalkar of Datagamz about the impact of employee engagement on CX.
Clare Muscutt - Founder and CEO of Women in CX
Join Calabrio as we talk with Clare about the role of technology in CX, and why the current approach may not be working.
PCI Pal - Are you PCI Compliant?
A conversation with Darren Gill of PCI Pal about what PCI is, how to be PCI compliant, and how PCI Pal can help your organization remove payment liability when having ...
Calabrio Working Smarter Trailer
Who we are, and why we do it!
Agent Well Being - How do our agents feel?
Rapid, transformative change swept the contact center over the last two years. Our State of the Contact Center Reports from 2020 and 2021 chronicled the shifts we’re a...
Katie Martell - Marketing Influencer - How to bridge the gap between Marketing and the Contact Center
In this episode, Dave talks with Katie Martell about how Contact Centers and Marketing Departments can not only get along, but help each other accomplish their goals. ...
Vicki Herrell - SWPP and QATC, helping WFM and QM Professionals Grow and Network
Vicki Herrell is the Executive Director of SWPP (Society of Workforce Planning Professionals) and QATC (Quality Assurance and Training Connection) and her goal is to h...