Working Smarter: Presented by Calabrio

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 those who focus on WFM.  We discuss overall WFM strategy, dealing with complex routing scenarios, WFM metrics, and we discuss a day in the life of a Workforce Planner in a complex healthcare environment.

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 center and offer some greats insights and real-world tips on ways to engage your agents in a meaningful way in order to drive the best customer service possible.

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 voices in the Contact Center world and in this episode he shares some of his insights into potential disruptors to the marketplace.  From the new generations entering the workforce to emerging technologies, Paul covers a LOT of ground in this episode so sit back, relax, and settle in for one of our best episodes yet!

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 conference.  Shep is the Chief Amazement Officer at Shepard Presentations, an award winning keynote speaker and New York times and Wall Street Journal best selling business author.  As one of the leading experts in the field of customer service and experience, Shep works with companies who want to build loyal relationships with their customers and employees.  In our conversation we talk about what world-class customer service really looks like, delivering moments of magic, and how important company culture is to being successful in the customer service world.

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 innovative WFM processes into her organization.  She is well-respected in the contact center industry and was nominated for SWPP's WFM Professional of the Year in 2019.  In this episode we discuss the logistics and strategy surrounding corporate acquisitions and implementing a Workforce Management program in a new branch of the contact center.  There are some great takeaways and lessons to be learned from their experience!

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 customers more intimately allowing them to deliver a better customer experience.  Join us as we discuss what your organization can do with a comprehensive Customer Journey Mapping exercise and the long-term value of such an endeavor.

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 possible experience for each and every client.  We talk about Nicole's history and what brought her to the industry before delving into her focus on achieving "The Effortless Experience" within her organization.  We also discuss some of the challenges and unique opportunities presented by working for a BPO organization that supports a multitude of different brands and how they use coaching to achieve the highest quality possible.

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 experience to the table as well as a clear passion for improving the customer experience.  We discuss contact center analytics and using data to tell a story in order to improve the customer experience. 

In this episode I explain who I am and the purpose of this podcast and why you should tune in!