Working Smarter: Presented by Calabrio
by CalabrioIn 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.
Copyright: © 2022 Working Smarter: Presented by Calabrio
Episodes
Empowering Agents: Amazon Web Services & AI in Contact Centers
34m · PublishedContact 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 how Calabrio, AWS, and Amazon Connect work together to improve the agent experience. The result? Easier, more efficient, and more enjoyable contact center experiences for everyone.
Part 2- State of the Contact Center 2022 with Shep Hyken
22m · PublishedCalabrio 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 and ours. Listen in as Dave and Shep discuss some of the key insights revealed and some things your contact center can do to close the gap.
State of the Contact Center 2022 with Shep Hyken
17m · PublishedCalabrio 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 and ours. Listen in as Dave and Shep discuss some of the key insights revealed and some things your contact center can do to close the gap.
Kathy Sobus of ConvergeOne - Employee Engagement and Quiet Quitting
34m · PublishedDave 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 in the latest State of the Contact Center report released by Calabrio.
Be sure to read the blog from Kathy and Calabrio at https://www.calabrio.com/wfo/workforce-management/how-to-create-support-brand-guardians-in-your-contact-center/
Addressing the Challenges of Modern Contact Centers with Cisco and Calabrio
42m · PublishedPreference-Based Scheduling with Ashley Snow
29m · PublishedAshley 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 and challenges they have overcome to ultimately decrease attrition and maintain agent wellbeing!
Juanita Coley - That WFM Girl discusses WFM and her career
33m · PublishedJuanita 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 empowers herself and others to succeed, and in general has a lot of fun doing it. With her extensive experience in workforce management, Juanita and Dave definitely have a conversation for the ages!
Calabrio and Webhelp Anywhere - Reimagining CX for a Competitive Advantage
33m · PublishedDave 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, so how does a huge organization like Webhelp go about keeping their clients happy while moving thousands of agents home? The answer is Webhelp Anywhere, a philosophy that takes the holistic customer into account. Join us for a discussion on the results of Webhelp's CX survey, with some surprising results!
Information Security with Calabrio's Security Experts
30m · PublishedDave 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, avoid breaches, and how Calabrio strives to keep our customer's data secure.
Datagamz - The Impact of Employee Engagement on CX with Kunal Rahalkar
43m · PublishedJoin 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 "How to find the best agent", how to incorporate performance testing vs. Performance Management, and and engaging discussion about how different regions of the world refer to the names of fruit.
Working Smarter: Presented by Calabrio has 39 episodes in total of non- explicit content. Total playtime is 20:29:52. The language of the podcast is English. This podcast has been added on November 22nd 2022. It might contain more episodes than the ones shown here. It was last updated on May 21st, 2024 05:11.