Explore " calabrio" with insightful episodes like "Wysdom - How AI turns bots into intelligent agents with Tariq Bethune", "Back to Basics with Jim Davies", "Tips for WFM Forecast Accuracy", "Empowering Agents: Amazon Web Services & AI in Contact Centers" and "Part 2- State of the Contact Center 2022 with Shep Hyken" from podcasts like ""Working Smarter: Presented by Calabrio", "Working Smarter: Presented by Calabrio", "Calabrio Shorts", "Working Smarter: Presented by Calabrio" and "Working Smarter: Presented by Calabrio"" and more!
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. How does it work? What kind of KPI can be delivered on your virtual agents? Join Tariq from Wysdom as we understand how conversational AI assists in making your virtual and human agents better at servicing your customers.
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 your lives easier, shouldn't you take a moment to evaluate what you currently have and how it can be improved? Sometimes going back to the basics can yield better results than making another move. Join Jim Davies, CXO at Calabrio as he leverages his vast experience in the contact center industry to guide you through the murky waters of contact center tech.
WFM forecasting is the blending of science and art: It needs to be fluid as things are constantly changing within contact centers. Although at times it can be challenging, forecasting is the key to running a successful contact center. But how do you plan for the anomalies, ensure you're using the right historical data, and adapt your forecast as needed?
In this episode, Dave and Matt discuss useful tips for generating a more accurate WFM forecast. While the key to accurate forecasting lies within your data, it takes an artful approach (and a willingness to adapt and change). Learn how to leverage this data and create a stronger forecast formula.
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 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.
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 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.
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 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.
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 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/
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #181 we welcomed Tom Goodmanson, President & CEO at Calabrio based in Minneapolis, MN.
Calabrio's products and services help their customers maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.
In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.
**Episode #181 Highlight Reel:**
1. Dividing and conquering your way to growth and scalability
2. Ideas for how your team can master the debate of "Build it or buy-it?"
3. Creating CX/EX focused "story tellers" within your business to grow & scale
4. Putting your developers in front of your customers early to expedite innovation
5. How Workday's Peakon Employee Voice platform drives Calabrio's EX success
Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.
Click here to learn more about Tom Goodmanson, President and CEO at Calabrio
Click here to learn more about Calabrio
If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!
And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!
Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
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, 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!
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!
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/
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!
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.
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