Shows
Working 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Workforce Tools: Efficiency Gains and Cloud-Native TrendsIn this episode, Miriam tackles the common frustrations with outdated workforce management tools and the advantages of modernizing them.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(0:24) Frustrations with outdated workforce management tools and the benefits of modernization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 min
Get 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 min
The VegasStrong RevivalNightmare Guests!The 10 Behaviors of Nightmare guests AND How to deal with them! We also highlight our FIRST local restaurant in Vegas in the Concierge Corner, as well as provide businesses the Real Data around Customer Experience (CX) and why it matters as an industry. And out of nowhere - YODA makes an appearance!!!!You can email us at: podcast@lacritiquelv.com with your feedback, or leave us a voicemail at 702-723-2343Here's the citations for the statistics provided in Segment 2:61% of consumers will pay at least 5% more if they know they’ll...2023-11-2436 min
Calabrio ShortsA Frank and Honest Discussion on Shift BidsShift Bids can be intimidating. If your organization is thinking about trying a shift bid, or have been doing them and looking to get better, this is the episode for you. Dave and Mark discuss the Pros and Cons of shift bidding, things to avoid, and things to pay attention to. We promise this is the most entertaining discussion on Shift Bids that you will ever hear!2023-11-1028 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