All Episodes
Displaying 21 - 40 of 46 in total
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...
John Weippert - Cummins - Forecasting for Gigantic Engines
Cummins uses a unique forecasting method in Calabrio ONE that deserves some attention, so Dave talks with John Weippert about how to forecast for non-traditional inter...
Kate Brouse with NTI - Helping Disabled Individuals Find Call Center Jobs
Kate Brouse from NTI joins Dave Hoekstra to discuss the mission and history of NTI, an organization started to help disabled individuals find Call Center and remote wo...
Michelle Bunch - Mental Health and Contact Center Employees
Join us for an in-depth look at how contact center agents and employees struggle with mental health, stress and emotional issues. We discuss strategies on how to prev...
Daneece Sheldon: Radial
For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you! Daneece Sheldon is the Qu...
Jim Burdick
In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health. We focus our discussion on Workforce Management principles so this episode will b...
Brandon Caudle and Kenny Butler
In this episode we sit down with Brandon Caudle and Kenny Butler to discuss agent engagement strategies in the contact center. These two gentlemen have a wealth of ex...
Paul Stockford - Contact Center Disruptors
We are excited to be kicking off season 2 of the Working Smarter podcast by sitting down with Paul Stockford, founder and Chief Analyst at Saddletree Research. Paul i...