Hosted by Calabrio · 🇺🇸 US · EN-US · 52 episodes
Established thought leaders with verified media credentials.
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.
Calabrio hosts Working Smarter: Presented by Calabrio, a business show with 52 episodes published.
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 services organizations transformed it
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 healthcare sector. Together,
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 research into agent burnout, the
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 frontline agents opened up ab
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 journey from engineering to produ
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. In the preview episode, Jen
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 the core, not bolted on, Calabr
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-world, practical uses out of
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 skill set of API development a
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!
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 about his career, the challenges
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 how Calabrio approaches the mu
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 consolidate several contact center pra
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 K
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 process and how they have significa
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 workforce. Bryce shares some his
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. Fresh off his nomination to
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 thought-provoking podcast, Dan
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 others, are: What is the proper
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 differentiate their customer service
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Working Smarter: Presented by Calabrio is hosted by Calabrio. The show is categorised under business (technology) and has published 52 episodes.
Working Smarter: Presented by Calabrio has published 52 episodes.
Working Smarter: Presented by Calabrio regularly covers business, technology. It sits in the business category, with a technology focus.
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Episodes of Working Smarter: Presented by Calabrio average 37 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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