Working Smarter: Presented by Calabrio

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 should always be about the people and not the money. Take a different perspective on your organization's customer journey with Calabrio and Clare!

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 liability your organization may have if you aren't meeting the PCI standards.  

Welcome to Calabrio's Working Smarter Podcast!

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: the acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies that enable the agility to respond to whatever comes next.

But, what about the agent’s point of view? With the “Great Resignation” (or “Great Reshuffling,” depending on how you look at it) sweeping across global labor forces, it’s a critical time to take the pulse of contact center agent’s attitudes toward their work and employers.

Join Dave as he discusses key insights from the survey, with some pearls of wisdom along the way.  

The full survey report is available here: https://info.calabrio.com/agent-wellbeing-survey/

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 about:

1. How can the marketing department and customer service co-exist?
2. What is the fundamental role of marketing?
3. How has our understanding of the voice of the customer changed over the last 10 years?
4. How call center data makes marketing more effective, and vice versa.

If your contact center struggles in communication with the marketing department, this episode is for you.  In fact, send it to your Marketing leader and discuss!

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 professionals grow and network.  Join Dave as he talks to Vicki about the history of the organizations, how the events help call center pros expand their knowledge set, and have some fun at the same time!

qatc.org
swpp.org
calabrio.com

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 able to save their customers huge amounts of money in providing a proactive service to their operations, and we are excited to hear all about it!

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 information, visit nticentral.org or stop by calabrio.com!

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 with them when they happen, and how to promote the long term mental health of employees in a stress-inducing field.

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 Radial and in this episode she walks us through, step-by-step, her process for utilizing her analytics toolkit to improve their customer service and add value for their clients.  If you currently have an analytics solution, or are looking to add these tools to your arsenal this is a must-listen episode!