Working Smarter: Presented by Calabrio
39 episodes - English - Latest episode: 3 months ago - ★★★★★ - 2 ratingsIn 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.
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Episodes
Wysdom - How AI turns bots into intelligent agents with Tariq Bethune
February 05, 2024 11:00 - 33 minutes - 31.1 MBVirtual 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.
Successful Agent Self Scheduling with Precious Bucher from Zappos
October 04, 2023 10:28 - 37 minutes - 51.3 MBHave 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.
The Power of Honesty, Transparency and Communication with Bryce Ackerman
August 07, 2023 11:32 - 48 minutes - 44.4 MBBryce 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.
WFM for a Global and Digital Organization with Trent Ryan from Netflix
June 26, 2023 14:57 - 32 minutes - 29.7 MBTrent 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.
WEM in Healthcare Organizations with Daniel Acosta
May 31, 2023 10:08 - 33 minutes - 46.5 MBJoin 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 redefin...
Building a World-Class WFM Team
May 03, 2023 10:42 - 33 minutes - 45.9 MBWith 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...
Chris Warticki - Customer Service, Customer Experience and Customer Success
March 07, 2023 10:20 - 34 minutes - 47.3 MBWhat 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.
Back to Basics with Jim Davies
January 31, 2023 11:24 - 33 minutes - 30.8 MBThere 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 t...
Machine Learning and Artificial Intelligence - What is it and how are contact centers using AI/ML?
January 09, 2023 11:01 - 39 minutes - 53.6 MBJoin 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!
Using CX to Defend Your Brand with Nate Brown
December 14, 2022 15:45 - 41 minutes - 57.1 MBTransforming 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.
Empowering Agents: Amazon Web Services & AI in Contact Centers
December 01, 2022 17:30 - 34 minutes - 48 MBContact 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.
Part 2- State of the Contact Center 2022 with Shep Hyken
November 02, 2022 10:00 - 22 minutes - 30.5 MBCalabrio 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.
State of the Contact Center 2022 with Shep Hyken
October 25, 2022 10:00 - 17 minutes - 23.7 MBCalabrio 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.
Kathy Sobus of ConvergeOne - Employee Engagement and Quiet Quitting
October 18, 2022 10:15 - 34 minutes - 47.6 MBDave 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/
Addressing the Challenges of Modern Contact Centers with Cisco and Calabrio
October 03, 2022 10:43 - 42 minutes - 58.2 MBHow 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.
Preference-Based Scheduling with Ashley Snow
August 08, 2022 10:39 - 29 minutes - 40.6 MBAshley 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!
Juanita Coley - That WFM Girl discusses WFM and her career
June 21, 2022 10:00 - 33 minutes - 45.7 MBJuanita 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!
Calabrio and Webhelp Anywhere - Reimagining CX for a Competitive Advantage
May 18, 2022 10:20 - 33 minutes - 46.6 MBDave 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 surprisi...
Information Security with Calabrio's Security Experts
April 11, 2022 15:46 - 30 minutes - 28.2 MBDave 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.
Datagamz - The Impact of Employee Engagement on CX with Kunal Rahalkar
February 17, 2022 10:00 - 43 minutes - 59.7 MBJoin 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.
Clare Muscutt - Founder and CEO of Women in CX
January 18, 2022 09:00 - 33 minutes - 46.3 MBTechnology 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!
PCI Pal - Are you PCI Compliant?
November 29, 2021 11:00 - 29 minutes - 40.7 MBDoes 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.
Calabrio Working Smarter Trailer
November 10, 2021 20:28 - 33 seconds - 867 KBWelcome to Calabrio's Working Smarter Podcast!
Agent Well Being - How do our agents feel?
October 11, 2021 13:00 - 15 minutes - 10.8 MBRapid, 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...
Katie Martell - Marketing Influencer - How to bridge the gap between Marketing and the Contact Center
July 13, 2021 10:00 - 40 minutes - 28 MBIn 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...
Vicki Herrell - SWPP and QATC, helping WFM and QM Professionals Grow and Network
June 23, 2021 20:00 - 38 minutes - 26.7 MBVicki 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.org swpp.org calabrio.com
John Weippert - Cummins - Forecasting for Gigantic Engines
May 25, 2021 10:00 - 24 minutes - 16.7 MBCummins 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!
Kate Brouse with NTI - Helping Disabled Individuals Find Call Center Jobs
May 04, 2021 11:00 - 30 minutes - 21 MBKate 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!
Michelle Bunch - Mental Health and Contact Center Employees
April 12, 2021 20:00 - 42 minutes - 28.9 MBJoin 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.
Daneece Sheldon: Radial
July 27, 2020 06:00 - 30 minutes - 21.1 MBFor 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 epi...
Jim Burdick
June 15, 2020 06:00 - 27 minutes - 19.2 MBIn 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.
Brandon Caudle and Kenny Butler
May 18, 2020 06:00 - 33 minutes - 22.9 MBIn 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.
Paul Stockford - Contact Center Disruptors
March 09, 2020 05:00 - 41 minutes - 28.7 MBWe 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...
Episode 5: Shep Hyken
November 11, 2019 07:00 - 31 minutes - 21.5 MBOur 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...
Episode 4: Caryn Yurkstas from Paychex
September 17, 2019 19:00 - 31 minutes - 22 MBIn 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 ...
Episode 3: Jim Tincher from Heart of the Customer
August 19, 2019 06:00 - 31 minutes - 21.7 MBIn 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.
Episode 2: Nicole Price from Radial
July 15, 2019 06:00 - 25 minutes - 17.3 MBIn 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 fo...
Episode 1: Daniel Rio from Zovio
June 13, 2019 13:00 - 23 minutes - 10.8 MBIn 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.
Episode 0: Introduction and Welcome
June 11, 2019 20:00 - 8 minutes - 3.72 MBIn this episode I explain who I am and the purpose of this podcast and why you should tune in!