Shows
Working Smarter: Presented by CalabrioFrom AI to “Speed to Happiness”: Dan Eddie on Simplyhealth’s CX TransformationIn 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, they explore Simplyhealth’s mission to improve access to healthcare in the UK, the shift from voice to digital contact channels, and how AI is being integrated to enhance the customer experience.Dan shares practical insights on the importance of business readiness, employee satisfaction, and the real-world challenges of implementing AI in the contact center. The conversation highlights why having a clear purpose and str...
2026-01-1546 minWorking Smarter: Presented by CalabrioAI, Performance, and the Modern Agent with Steve MorrellAI 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 evolving role of the agent, and what really happens when productivity goes up but KPIs don’t change. From AI-powered self-service and agent assist to analytics that tell us why customers are calling, they explore whether time saved is being reinvested wisely, or quietly driving new pressures. The conversation also digs into manager empathy, agent empowerment, and why up to 25% of call time is...
2025-12-1646 minWorking Smarter: Presented by CalabrioVoice of the Agent: What 540 Agents Really Think About Life on the FrontlineIn 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 about the realities, challenges, and hidden truths of working inside today’s contact centers.Last year’s report was groundbreaking, revealing that while agents were largely satisfied and proud of their work, major gaps remained around AI readiness, training support, and overall enablement. This year, we dig even deeper. From evolving expectations and shifting workforce dynamics to surprising new t...
2025-12-0342 min
Get Out of Wrap - Contact Centre Chat#245 - Ed Creasey of Calabrio on Voice of the Agent Research 2025The frontline has spoken — and the results are eye-opening.In this episode, Martin is joined by Ed Creasey, VP of Solution Engineering at Calabrio, to break down the newly released Voice of the Agent 2025 research. Now in its second year, this study captures the real experiences, pressures, and motivations of over 540 contact centre agents across the UK and US. We explore:• Why agent pride remains so high — and why that matters• Career path confusion: half of agents don’t know what roles exist beyond the phones• The complex relationship agents have with AI — fear meets opp...
2025-11-2849 min
CX TodayThe Latest on Thoma Bravo Rolling Up Verint, Salesforce's Acquisition Streak, & MoreCX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space.Five prominent CX analysts join the panel to run through each story. This month, those analysts include:Zeus Kerravala, Principal Analyst at ZK ResearchLiz Miller, VP & Principal Analyst at Constellation ResearchShelly Kramer, President & CEO at Kramer & CompanyJustin Robbins, Founder & Principal Analyst at Metric SherpaTim Banting, Head of Research & Business Intelligence at TechtelligenceDuring the discussion, they touch upon the following news stories:🤝 Thomas Bravo to Acqu...
2025-10-2838 min
Working Smarter: Presented by CalabrioWomen, Working Smarter: Ritu Maheshwari on Mentorship, Leadership & AIIn 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 product leadership. Ritu shares how mentors shaped her path, why building strong teams matters most, and what excites her about the future of AI in the contact center. From leadership lessons to the power of Excel, this episode is full of insights on how women are shaping customer experience today, and how AI and technology will help us all work smarter tomorrow.
2025-10-0843 min
Working Smarter: Presented by CalabrioNew Series Coming! Women Working Smarter with Jen Docken and Ritu MaheshwariGet 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, Jennifer teams up with Ritu Maheshwari from Calabrio to kick things off and share what’s to come.
2025-10-0303 min
The Wilmac WireHuman-Centered Tech, AI & the Future of Customer Interactions – A Conversation with OnConvergence’s Thomas BrannenSend us a textIn this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Tom Brannen, founder of On Convergence and a leading contact center and CX industry analyst.Tune in to hear more about:The Verint–Calabrio merger backed by Thoma Bravo and what it could mean for consolidation across the CX landscapeWhy AI is transforming quality assurance, call analysis, and real time decision making and where Tom sees the biggest wins todayHow organizations on legacy systems like Mitel can layer AI and CX tools wi...
2025-09-1842 minWorking Smarter: Presented by CalabrioBig news - The Next Evolution of Contact Center WFM: Introducing Calabrio Workforce IntelligenceHot 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, Calabrio Workforce Intelligence introduces capabilities like Predictive Actions, Agent Assist, and more to help organizations make smarter, proactive decisions at scale. In this episode, Magnus Geverts, VP of Product Marketing, explores the history of WFM and explains why Calabrio Workforce Intelligence is more than just an upgrade - it’s the evolution that outpaces change and redefines the future of the industry.
2025-09-1522 minWorking Smarter: Presented by CalabrioDan Smitley - What do we want from AI in WFM?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 AI and what that means to the average user. Topics include how WFM can benefit from AI, especially in the "Art vs. Science" front, and what we as humans need from AI assistants. Want to be a guest on the Calabrio podcast? Send us an email! dave.hoekstra@calabrio.com
2025-08-1154 minWorking Smarter: Presented by CalabrioWhy Every Contact Center Should Have a Developer On Staff with Ericc WhetstoneEricc 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 available to a contact center staff. APIs are no longer just for the IT department. The more you understand how an API can be used, the more productivity savings and budget relief will be available to you.
2025-06-0239 min
The BPO PodcastModernizing Workforce Tools: Efficiency Gains and Cloud-Native TrendsIn this episode, Miriam tackles the common frustrations with outdated workforce management tools and the advantages of modernizing them. She discusses how to identify if current tools are limiting performance and the benefits of using dynamic solutions. A case study on Nationwide's transition to Calabrio is presented, showcasing how it improved efficiency. The trend towards integrated, cloud-native solutions is explored, with an encouragement to embrace these advancements. The episode concludes with closing remarks and a reminder to subscribe for more insights.
(0:00) Introduction and episode overview
(0:24) Frustrations with outdated workforce management tools and the benefits of modernization
(1:57) Identifying if your tools...
2025-05-0106 min
The BPO PodcastAI-Driven Innovations, Chatbot Optimization, and Workforce Management in BPOIn this episode, Miriam introduces the latest AI-powered features from Genesys Cloud, with insights from Olivier Jouve. She discusses the integration of AI tools and their impact on BPO business outcomes, focusing on maximizing chatbot effectiveness with Calabrio analytics. Key metrics and strategies for optimizing chatbot performance are explored, alongside workforce management essentials in BPO, including foundation, forecasting, and real-time monitoring. Miriam highlights Innovature BPO's achievement in the Global Outsourcing 100 and its significance. The episode concludes with a summary and sign-off, encapsulating the main insights shared throughout the discussion.
(0:00) Introduction and episode overview
(0:28) Genesys Cloud's new AI-powered features and insights...
2025-03-1812 minWorking Smarter: Presented by CalabrioAI Reporting and the future with AWSSpend 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!
2025-02-0721 minGet Out of Wrap - Contact Centre Chat#214 Florian Garnier of Calabrio flying high with WFM🚀 Workforce Management on Autopilot: The Future of Contact Centres ✈️
Imagine flying a plane without autopilot. Every adjustment, every course correction—done manually. It would be exhausting, inefficient, and prone to errors.
Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and agent engagement strategies, but what if AI and automation could handle the heavy lifting?
In the latest Get Out of Wrap episode, I had the pleasure of speaking with Florian Garnier from Calabrio, who brought a brilliant aviation analogy to WFM. Just like pilots use autopilot t...
2025-01-3133 min
Punk CX: Customer Experience Insights with Adrian SwinscoeThe majority of agents don't find AI useful in their daily work - Interview with Martin Teasdale and Ed CreaseyToday’s podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at Calabrio, a workforce performance suite provider. Martin recently collaborated with Ed and the team at Calabrio on a new piece of research called Voice of the Agent. Martin and Ed join me today on the podcast to talk about some of the main findings emerging from the research, the enhanced reputation of the contact centre industry and some key messages for team leaders and contact centre leaders and directors.
This in...
2025-01-2553 minWorking Smarter: Presented by CalabrioMartin Teasdale of Get Out of Wrap - Contact Centre or Contact Center?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 of finding a vendor, and the Calabrio "Voice of the Agent" survey results that were recently published.
2024-12-1754 minGet Out of Wrap - Contact Centre Chat#208 Ed Creasey of Calabrio on our joint research piece - The Voice of the Agent📊 Groundbreaking Insights: The Voice of the Agent – A Joint Research Project with Calabrio! 📊
How do contact centre agents really feel about their roles, career prospects, and the impact of technology like AI? In this latest episode of Get Out of Wrap, Martin connects with Ed Creasey, VP of Solution Engineering at Calabrio, to discuss their extensive research into the voice of the agent.
Why should you listen?
Discover what agents value most: From job satisfaction to steady income and team culture, hear what matters most to agents today.
Uncover opportunities for improvement: Learn where contact centr...
2024-11-2145 minWorking Smarter: Presented by CalabrioIrina Hollatz of RightWFM - How do product roadmaps work?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 multiple demands of creating dynamic software that people actually want to use.
2024-10-1446 minWorking Smarter: Presented by CalabrioKlaus Bang, The Danish WFM Ninja - Using Data to Set GoalsKlaus 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 practices into one.
2024-05-2233 min
XTraw AI: Machine Learning and AI Applications#85 XTraw AI Roundtable 2: Customer Experience, Modernization and AIIn this episode 85, also the second AI round table hosted by XTraw AI, I had the pleasure of talking with Sara Faatz, Director of Technology community relations at Progress and Dave Hoekstra, Product Evangelist from Calabrio. We talked about the aspects around customer experience, modernization and the impact of AI.
- Developers harnessing AI to keep customer experience in mind.
- Challenges faced by Customer experience organizations and how AI can mitigate them.
- Landscape of Customer experience in the contact center industry.
You can reach on linkedIn @ Sara Faatz with...
2024-05-1757 min
ACP: The Amazon Connect Podcast8: Workforce Management & OptimizationSend us a textIn this episode of the ACP, we dive into the intricacies of workforce optimization (WFO), workforce management (WFM), workforce engagement management (WEM) with Scott Budding and Rich Pennington from Calabrio. As experts in this area, they discuss the evolution of traditional workforce management practices towards a more agent-centric approach, emphasizing the importance of engaging and empowering call center agents for both efficiency and quality service.The episode also explores Calabrio's suite of solutions, their integration with Amazon Connect, and the impact of AI on enhancing WFO, WFM, and WEM.
2024-04-2937 minWorking Smarter: Presented by CalabrioWysdom - How AI turns bots into intelligent agents with Tariq BethuneVirtual 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.
2024-02-0533 minWorking Smarter: Presented by CalabrioSuccessful Agent Self Scheduling with Precious Bucher from ZapposHave 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 significantly reduced attrition in doing so. Spend some time as Precious also recounts her career and how she came to lead the scheduling team at Zappos.
2023-10-0437 min
True BuildersMaximizing Customer Engagement and Efficiency with Kevin JonesOur interview with Kevin Jones, CEO of Calabrio.In a world where consumers are more empowered and discerning than ever before, fostering meaningful connections with customers has become non-negotiable. In this episode, we are excited to be joined by Kevin Jones, the Chief Executive Officer at Calabrio. Kevin is no stranger to the technology services industry. With an impressive portfolio that includes roles at Rackspace, Dell, HP, and Herbalife, Kevin brings a wealth of experience to his current role at Calabrio. He joined the company seven months ago, eager to leverage his cloud and...
2023-09-2638 minWorking Smarter: Presented by CalabrioThe Power of Honesty, Transparency and Communication with Bryce AckermanBryce 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 history of his journey in WFM and some of the life lessons he has learned along the way.
2023-08-0748 min
Calabrio ShortsWhat is Shrinkage?What is Shrinkage? A question that has been asked many, many times. Mark Beards, WFM Consultant at Calabrio and Dave Hoekstra attempt to break it all down. Answers to questions like, How do I define shrinkage? What should shrinkage include? What are the different types of shrinkage? Answers to all of that and more on the latest episode of Calabrio Shorts!
2023-08-0321 minWorking Smarter: Presented by CalabrioWFM for a Global and Digital Organization with Trent Ryan from NetflixTrent 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 SWPP's Workforce Management Professional of the Year, Trent gives great insight into how running the WFM practice for one of the most successful digital companies in the world.
2023-06-2632 minWorking Smarter: Presented by CalabrioWEM in Healthcare Organizations with Daniel AcostaJoin 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, Daniel shares his expertise and insights on optimizing patient access centers, revolutionizing call menu strategies, and leveraging data-driven decision-making to improve patient outcomes. Discover how WEM can transform your organization, expand your limits, and redefine the impact of patient access centers in healthcare.
2023-05-3133 minWorking Smarter: Presented by CalabrioBuilding a World-Class WFM TeamWith 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 ratio of WFM staff to agents? How does someone get into WFM and succeed? How to prep for a WFM interview and what pitfalls to watch out for? How to have tough conversations with operations staff? How to deal with the pain of change? and, most importantly, How do I get promoted in WFM?
2023-05-0333 minCalabrio ShortsBalancing Cost, Service Level and other KPI with Hussein KamelHow do the pieces all fit? When talking about Service Level, ASA, CSAT and other KPI in your contact center, how do you balance those critical KPI with cost? Join Dave and Hussein Kamel, Strategic Consultant with Calabrio, as they discuss how to focus on multiple data points without causing all of the others to be affected.
2023-04-0616 minWorking Smarter: Presented by CalabrioChris Warticki - Customer Service, Customer Experience and Customer SuccessWhat 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 from their customer experience and truly impact the customer journey.
2023-03-0734 minCalabrio ShortsQM Calibrations- Definition and Best PracticesListen in as DaNeece Sheldon, customer success manager at Calabrio gives out all of her QM Calibration secrets. Find out what is a calibration, why do we need calibrations and how can calibrations create fairness, build morale, keep the integrity of the process and more!
2023-02-1422 min
Smart Business Dealmakers: The Middle-Market M&A PodcastThomas Goodmanson, CEO of CalabrioThomas Goodmanson has been with Calabrio essentially from the start. From its spinout the maker of customer support software has been acquired twice and grown exponentially in both headcount and revenue. And with its recent acquisition by Thoma Bravo, it's looking to step even harder on the accelerator. Thomas talks about the experience of bringing on a financial partner and the differences and similarities the second time around.
2023-02-0312 minWorking Smarter: Presented by CalabrioBack to Basics with Jim DaviesThere 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.
2023-01-3133 minWorking Smarter: Presented by CalabrioMachine Learning and Artificial Intelligence - What is it and how are contact centers using AI/ML?Join Dave and Kyle Smaagard for a discussion of what machine learning and artificial intelligence are, and how it could possibly impact contac center operations going forward. How can AI&ML help CX organizations be better at their jobs? Listen on to find out!
2023-01-0939 minWorking Smarter: Presented by CalabrioUsing CX to Defend Your Brand with Nate BrownTransforming your contact center starts with strengthening your frontline team. But how do you close information gaps and make your agents care? It starts with seeking out those empathetic qualities in contact center candidates. Leaders need to ensure their team understands the brand promise and how to protect it. In this episode, CX expert, Nate Brown, uncovers the best ways to instill a customer-centric mindset in your team.
2022-12-1441 minWorking Smarter: Presented by CalabrioEmpowering Agents: Amazon Web Services & AI in Contact CentersContact 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.
2022-12-0134 minCalabrio ShortsCallbacks & WFMA solid look at how callback solutions can affect a WFM strategy; How can we make sure we are counting the calls in the right spot, how does it affect staffing, and what are some things to look out for when introducing a callback strategy? Join a panel of Calabrio experts as we discuss all of this and more!
2022-11-2119 min
weWFM ShowA holistic view of what WFM isIn this episode, we have the pleasure of speaking with Dave Hoekstra. When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host, and photographer (an...
2022-11-2043 min
Unscripted with VersiqueRedefining Work Culture | with Kristin Gaarder (Calabrio)Kristin Gaarder was the very first CHRO of Calabrio, a customer experience intelligence company. As a leader, Kristin’s philosophy lies in providing accountability for her team to take a vision they have, break down barriers, and deliver it with excellence. Kristin has navigated the variances in HR while practicing business in over 40 countries around the world. Kristin is a member of Chief, a network dedicated to supporting women executive leaders. She uses her unique experiences to encourage a path of growth through building and strengthening human connection. “If you consider what’s happening...
2022-11-1629 minWorking Smarter: Presented by CalabrioPart 2- State of the Contact Center 2022 with Shep HykenCalabrio 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.
2022-11-0222 minWorking Smarter: Presented by CalabrioState of the Contact Center 2022 with Shep HykenCalabrio 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.
2022-10-2517 minWorking Smarter: Presented by CalabrioKathy Sobus of ConvergeOne - Employee Engagement and Quiet QuittingDave 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/
2022-10-1834 minWorking Smarter: Presented by CalabrioAddressing the Challenges of Modern Contact Centers with Cisco and CalabrioHow is music from David Bowie, Steely Dan and the Who related to the contact center? Find out by joining Dave Hoekstra and Zack Taylor from Cisco to learn how the contact center overcomes current challenges they face in the contact center.
2022-10-0342 min
The CXChronicles PodcastCXChronicles Podcast 181 with Tom Goodmanson, CEO at CalabrioHey 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....
2022-09-2142 minCalabrio ShortsThe Value of Part Time Agents Airing a Super Bowl commercial, overwhelmed during open enrollment or just having large flexes in your contact center staffing? Adding part-time agents is for you! Listen to Dave Hoekstra and Brian Munoz chat about including part-time agents into your culture and the value that they can offer to your team!
2022-09-1318 minCalabrio ShortsWhat is Service Level in a Contact Center?What is Call Center Service Level?A service level agreement (SLA) gives a measure of overall call handling performance that helps management make decisions based on an agreed upon standard. Service level measures the percentage of how many calls are answered within a certain number of seconds. This figure is not limited to calls; it can also include any type of inbound interaction, such as chats. Since every call center is different, there is no industry standard for service level. However, a common service level goal would be 80% of calls answered w...
2022-08-2208 minWorking Smarter: Presented by CalabrioPreference-Based Scheduling with Ashley SnowAshley 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!
2022-08-0829 minCalabrio ShortsWhat is Occupancy?Join Dave Hoekstra and Joe Presutti for a brief but informative discussion on what occupancy means, how contact centers can use it as a goal, and common pitfalls to avoid while using occupancy as a measure.
2022-07-1415 minWorking Smarter: Presented by CalabrioJuanita Coley - That WFM Girl discusses WFM and her careerJuanita 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!
2022-06-2133 min
Avkodat - En podd för utvecklare25 - Om produktägarrollenPeter Örneholm och Robert Folkesson träffar Robert Bergman, produktägare hos Calabrio, för att diskutera PO-rollen: vad gör en produktägare, varför är rollen så viktig i ett agilt utvecklingsarbete och vad som gör rollen så intressant och rolig att ta sig an.
Calabrio: https://www.calabrio.com/
Crisp Product Owner-kurs: https://www.crisp.se/en/courses/product-owner
2022-06-0841 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Future of Contact Centers is Enriching Human Interactions. Are You Prepared?The contact center at many organizations doesn't get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. These measures weren't bad business principles, but they also didn't send the best signal to the team. Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as...
2022-05-2527 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Future of Contact Centers is Enriching Human Interactions. Are You Prepared?The contact center at many organizations doesn't get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. These measures weren't bad business principles, but they also didn't send the best signal to the team. Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as...
2022-05-2527 minCalabrio ShortsRecording Pause and ResumeHow does Pause and Resume work, and why would any contact center need it? Join Dave and Master Solutions Engineer Mark Bridge as they navigate the waters of Pause and Resume, especially in a contact center that handles credit card payments. They talk about how it knows when to stop and start the recordings, how it interacts with the billing system, and why it was invented in the first place.
2022-05-2313 minCalabrio ShortsWhat If Scenarios and Calabrio WFMDave Hoekstra and Florian Garnier, Product Marketing Manger for WFM discuss how Calabrio WFM uses What If scenarios to assist analysts with their forecasting and scheduling needs. They cover what "What If" scenarios are, how they are used, and examples of how scenarios can be applied in real world situations.
2022-05-1807 minWorking Smarter: Presented by CalabrioCalabrio and Webhelp Anywhere - Reimagining CX for a Competitive AdvantageDave 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!
2022-05-1833 minCalabrio ShortsWFM Payroll Integrations - EuropeAfter the last episode on how payroll and PTO integrations with WFM systems work in the US and North America, we needed a discussion on how they work in Europe. We bring in "Payroll" Martin Videfors to discuss the difference in how integrations work in Europe and what customers need to know to prepare.
2022-05-0214 minCalabrio ShortsWhat is AHT?Join Dave Hoekstra for a brief but informative discussion on what AHT means, how contact centers can use it as a measure, and the general implications of how AHT is used on a daily basis in contact centers.
2022-04-2003 minWorking Smarter: Presented by CalabrioInformation Security with Calabrio's Security ExpertsDave 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.
2022-04-1130 minCalabrio ShortsPTO and Payroll Integration in WFMA discussion about the ins and outs of payroll and PTO integrations in WFM. Things to consider, questions to ask, and clearing up some of the misconception about what an integration is designed to do.
2022-03-2811 min
The Modern Customer PodcastImproving CX Starts By Empowering Contact Center AgentsWhat's the first step to offering the human element to service? Investing in your human employees. Contact centers play a crucial role in a customer's experience. Building a customer-centric company starts by empowering agents to provide excellent service, says Tom Goodmanson, President & CEO of Calabrio. The past two years of a pandemic have been hard on everyone, but contact center agents especially feel the stress. New research from Calabrio found that 96% of contact center agents feel stressed weekly while also taking more calls than ever before. That work stress, added to adjusting their work schedules and...
2022-03-0826 minCalabrio ShortsMetadataWhy would anyone want to know about metadata? It is a pretty powerful tool that is used for all sorts of data mining techniques in contact center recording and analytics. Learn what metadata is, and how it can be used to amplify your contact center recordings and interactions.
2022-03-0204 minCalabrio ShortsBack OfficeA short rundown of what the term "Back Office" means in context to contact centers. There are lots of things to consider when looking for a back office provider, and these are some of the key terms and considerations when looking for back office solutions, especially around interaction recording, analytics, and scheduling.
2022-03-0206 minWorking Smarter: Presented by CalabrioDatagamz - The Impact of Employee Engagement on CX with Kunal RahalkarJoin 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.
2022-02-1743 minWorking Smarter: Presented by CalabrioClare Muscutt - Founder and CEO of Women in CXTechnology 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!
2022-01-1833 min
KundeservicepoddenHvordan gjøre arbeid i kundesenteret mer attraktivt?Kundefokuserte virksomheter må ha medarbeidere på plass når kundene tar kontakt. Derfor kan jobben i kundesenteret oppleves regulert, og med færre frihetsgrader enn stillinger i andre deler av virksomheten. I denne episoden forteller Magnus Geverts fra Calabrio hvordan ny teknologi kan hjelpe til med å gjøre arbeidshverdagen i kundesenteret mer fleksibel, og bedre tilpasset den enkeltes livssituasjon.
2021-12-0723 minWorking Smarter: Presented by CalabrioPCI Pal - Are you PCI Compliant?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.
2021-11-2929 minCalabrio ShortsCalabrio Shorts TrailerWelcome to Calabrio Shorts! Join us for a quick, bite-sized look at all things contact centers.
2021-11-1200 min
The Small But Mighty Marketing PodcastJosh Werner / Bridging the Gap Between Marketing and Sales, Managing a Robust Tech StackSend us a textIn the second episode of How I Work, Augurian chats with Josh Werner from Calabrio about his role as the Director of Demand Generation. Watch to find out about how his team bridges the gap between marketing and sales, from crafting powerful SEO content to managing a robust tech stack. Subscribe to make sure you don't miss out on our next episode – and check out https://youtu.be/pKOoIu19xUA to watch the full interview. Learn more about Josh Werner's work for Calabrio at: https://www.calabrio.com/
2021-11-1114 minWorking Smarter: Presented by CalabrioCalabrio Working Smarter TrailerWelcome to Calabrio's Working Smarter Podcast!
2021-11-1000 minCX TodayHealth of the Contact Centre 2021: Agent Well-being and the Great Resignation CX Today's William Smith hosts Calabrio's Ed Creasey, Director of Pre Sales and Graeme Meikle, WFM Consultant.
2021-10-2111 minWorking Smarter: Presented by CalabrioAgent Well Being - How do our agents feel?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...
2021-10-1115 min
Leapfrog CX StrategiesTalkingHeadz with Brett Shockley of Journey.AIDave and Evan meet with Brett Shockley, CEO and Co-Founder of Journey.ai. Brett's journey, prior to Journey, included being the CTO role at Avaya. He was responsible for Avaya's mergers, acquisitions, major partnerships, corporate strategy, and emerging products including Avaya Labs. Before Avaya, Brett was the VP & GM Customer Contact Business Unit at Cisco. He has extensive experience with the contact center industry, and is a tireless customer advocate. Brett also founded Spanlink Communications and Calabrio. He is also on the board of eGain Corp. and Spo...
2021-08-2046 minWorking Smarter: Presented by CalabrioKatie Martell - Marketing Influencer - How to bridge the gap between Marketing and the Contact CenterIn 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, se...
2021-07-1340 minWorking Smarter: Presented by CalabrioVicki Herrell - SWPP and QATC, helping WFM and QM Professionals Grow and NetworkVicki 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.orgswpp.orgcalabrio.com
2021-06-2338 minWorking Smarter: Presented by CalabrioJohn Weippert - Cummins - Forecasting for Gigantic EnginesCummins 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!
2021-05-2524 min
Secrets To Contact Center Success3 Key Trends in Workforce Management that will Transform Your Contact Centre - with Dave HoekstraDave Hoekstra is a Workforce Management (WFM) Evangelist at Calabrio. He has more than 20 years’ experience in the contact centre industry, much of that spent in Workforce Management. Dave spends much of his time talking with Contact Centre Leaders and staying abreast of the latest developments in WFM. As a result, Dave has deep insight into the trends in WFM which will transform your contact centre. Dave’s Top 3 Trends: There’s a shift to empowering agents to have more of a say in their schedule, to lift their engagement (03:59). The...
2021-05-1932 minCX TodayThe State of the Modern Contact CentreCX Today's Carly Read hosts Ed Creasey, Director Presales, International and Tomas Taesler, Product Line Manager, Workforce Management at Calabrio.
2021-05-1215 minWorking Smarter: Presented by CalabrioKate Brouse with NTI - Helping Disabled Individuals Find Call Center JobsKate 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!
2021-05-0430 minWorking Smarter: Presented by CalabrioMichelle Bunch - Mental Health and Contact Center EmployeesJoin 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.
2021-04-1242 minWorking Smarter: Presented by CalabrioDaneece Sheldon: RadialFor 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!
2020-07-2730 minWorking Smarter: Presented by CalabrioJim BurdickIn 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.
2020-06-1527 minWorking Smarter: Presented by CalabrioBrandon Caudle and Kenny ButlerIn 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.
2020-05-1833 minWorking Smarter: Presented by CalabrioPaul Stockford - Contact Center DisruptorsWe 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!
2020-03-0941 minWorking Smarter: Presented by CalabrioEpisode 5: Shep HykenOur 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 look...
2019-11-1131 min
Amazing Business RadioThe Analytic Customer Experience Featuring Guest Tom GoodmansonShep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The Interview with Tom Goodmanson:The “CX revolution” is only just beginning. The trend across industries is toward elevating the customer experience. This has become critical for organizations to focus on, as 9 in 10 businesses say they’re competing primarily on the basis of customer experience.With all the recent advancements in technology, AI can provide more insights and support to the customer service world than ever before. Technology helps make contact centers smarter, faster, and better and paves the way fo...
2019-10-0132 minWorking Smarter: Presented by CalabrioEpisode 4: Caryn Yurkstas from PaychexIn 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!
2019-09-1731 minWorking Smarter: Presented by CalabrioEpisode 3: Jim Tincher from Heart of the CustomerIn 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.
2019-08-1931 min