Working Smarter: Presented by Calabrio
© 2024 Working Smarter: Presented by Calabrio0
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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 leading financial serv...
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- 7 months ago
38:01
In this episode of Working Smarter, Dave Hoekstra speaks with Dan Eddie, Customer Services Director at Simplyhealth - loyal Calabrio customer - about the evolution of customer service in the...
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- 7 months ago
46:57
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 ContactBabel about new res...
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- 8 months ago
46:32
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 research. This year, 540 ...
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- 8 months ago
42:09
In the first episode of Women, Working Smarter, host Jennifer Docken (Product Marketing Manager, Calabrio) welcomes Ritu Maheshwari (VP of Product Management, Calabrio) to talk about her jour...
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- 10 months ago
43:32
Get ready for an all-new series from Calabrio’s Working Smarter podcast! Hosted by Jennifer Docken, this series celebrates women leading the way in tech, contact centers, and customer service...
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- 10 months ago
03:31
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 Management. With AI at th...
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- 11 months ago
22:55
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 and how we might get real-...
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- 1 year ago
54:25
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 important it is to have the s...
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- 1 year ago
39:52
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 and find out!
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- 1 year ago
21:43
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 centres? Martin talks ab...
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- 1 year ago
54:51
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 development takes place, and ...
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- 1 year ago
46:31
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 Calabrio WFM to consolida...
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- 2 years ago
33:17
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 make their bots better. H...
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- 2 years ago
33:53
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 Zappos' agent scheduling proc...
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- 2 years ago
37:18
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 when dealing with the wor...
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- 3 years ago
48:25
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 sucessful WFM professional...
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- 3 years ago
32:23
Join our discussion with Daniel Acosta, a healthcare workforce management expert, in an eye-opening journey through the world of Workforce Engagement Management (WEM) in healthcare. In this t...
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- 3 years ago
33:49
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. Questions answered, amongst ot...
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- 3 years ago
33:22
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 organizations can differ...
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- 3 years ago
34:23
There are so many different technologies out there that are designed to make the CX process better for you and your customers. But, before you invest in another technology that will make you...
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- 3 years ago
33:33
Join Dave and Kyle Smaagard for a discussion of what machine learning and artificial intelligence are, and how it could possibly impact contac center operations going forward. How can AI&...
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- 3 years ago
39:01
Transforming your contact center starts with strengthening your frontline team. But how do you close information gaps and make your agents care? It starts with seeking out those empathetic qu...
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- 3 years ago
41:34
Contact centers use advanced technology like AI and machine learning—not to replace human interactions, but to enhance them. Dave is joined by Amazon Web Services’ Shalima Bhalla to discuss h...
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- 3 years ago
34:54
Calabrio recently released a report on the State of the Contact Center, where we surveyed 250 consumers and contact center managers to understand where the contact center sits in their minds ...
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- 3 years ago
22:11
Calabrio recently released a report on the State of the Contact Center, where we surveyed 250 consumers and contact center managers to understand where the contact center sits in their minds ...
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- 3 years ago
17:12
Dave Hoekstra is joined by Kathy Sobus of ConvergeOne to discuss how employee engagement can help create Brand Guardians for your contact center, quiet quitting, and the statistics presented ...
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- 3 years ago
34:36
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 contact center overcomes cur...
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- 3 years ago
42:18
Ashley is a major reason that Alliant Energy has paved the way in the US using preference-based scheduling with Calabrio WFM. Listen to hear about their implementation process, agent feedback...
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- 4 years ago
29:29
Juanita Coley has had a long and productive career in call centers and workforce management, and we are here to talk about it all! Listen to find out her "why" in what she does, how she empo...
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- 4 years ago
33:15
Dave speaks to Sandrine Asseraf, Group Managing Director of Webhelp, about how reimagining CX goes beyond just a few quick changes. The pandemic forced us all to think about CX differently, ...
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- 4 years ago
33:53
Dave talks to Tim Wittenburg and Craig Zweyber from Calabrio about how to ensure data security is always given the proper respect. Tim and Craig discuss simple best practices to secure data,...
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- 4 years ago
30:41
Join Dave Hoekstra, Product Evangelist at Calabrio as he talks to Kunal Rahalkar, Founder and CEO of Datagamz about how employee engagement can dramatically impact overall CX. Topics include...
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- 4 years ago
43:26
Technology is not always the answer, so we should be focusing more on the people instead of the tech. Join us for an engaging discussion around our spend in technology solutions, and why CX s...
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- 4 years ago
33:40
Does your organization understand PCI compliance? Are you PCI compliant? Join Dave and Darren Gill of PCI Pal as they discuss what PCI means, how to be PCI compliant, and what potential lia...
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- 4 years ago
29:34
Welcome to Calabrio's Working Smarter Podcast!
...
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- 4 years ago
00:33
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 all familiar with by now:...
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- 4 years ago
15:39
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. Dave and Katie talk abo...
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- 5 years ago
40:43
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 help WFM and QM professio...
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- 5 years ago
38:49
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 interactions. Cummins is abl...
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- 5 years ago
24:13
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 working jobs. For more in...
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- 5 years ago
30:31
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 prevent issues, how to deal ...
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- 5 years ago
42:02
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 Quality Supervisor for Rad...
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- 6 years ago
30:40
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 be especially useful for ...
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- 6 years ago
27:53
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 experience in the contact ...
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- 6 years ago
33:15
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 is one of the the leading...
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- 6 years ago
41:45
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 kickoff of the conferen...
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- 6 years ago
31:08
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 experience to bring new and inn...
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- 6 years ago
31:53
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 clients understand their cus...
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- 7 years ago
31:28
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 to ensure the best poss...
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- 7 years ago
25:02
Description
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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