All Episodes
Displaying 31 - 43 of 43 in total
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...
Episode 5: Shep Hyken
Our first in a series of episodes recorded at Calabrio's C3 2019 Conference from San Antonio. Our first guest in this series is Shep Hyken, our keynote speaker at the...
Episode 4: Caryn Yurkstas from Paychex
In this episode we sit down with Caryn Yurkstas, Senior WFM Analyst for Paychex. Caryn started out as an agent in the Paychex contact center and has used this experie...
Episode 3: Jim Tincher from Heart of the Customer
In this episode we discuss Customer Journey Mapping with Jim Tincher from Heart of the Customer. Jim is passionate about Customer Journey Mapping and helping his clie...
Episode 2: Nicole Price from Radial
In this episode we are joined by Nicole Price, the Customer Experience Manager at Radial. Nicole has an undeniable passion for the Contact Center industry and working...
Episode 1: Daniel Rio from Zovio
In our first episode of the Working Smarter Podcast we visit with Daniel Rio from Zovio. Daniel is the Contact Center Director for Zovio of brings a wealth of experie...
Episode 0: Introduction and Welcome
In this episode I explain who I am and the purpose of this podcast and why you should tune in!