All Episodes
Displaying 1 - 20 of 46 in total
Big news - The Next Evolution of Contact Center WFM: Introducing Calabrio Workforce Intelligence
Hot off the press from Calabrio’s largest annual user conference, C3 in Dallas, comes the launch of Calabrio Workforce Intelligence - the next evolution of Workforce M...
Dan Smitley - What do we want from AI in WFM?
Dan Smitley is a WFM Guru - You may have seen him posting Will Ferrell gifs on LinkedIn every Friday, but for this episode he joins Calabrio to talk about AI in WFM an...
Why Every Contact Center Should Have a Developer On Staff with Ericc Whetstone
Ericc Whetstone joins the pod to talk about the importance of understanding what APIs can do for your contact center, use cases of great API development, and how impor...
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.