Latest Workforce engagement Podcast Episodes
Klaus Bang, The Danish WFM Ninja - Using Data to Set Goals
Working Smarter: Presented by Calabrio - May 22, 2024 10:00 - 33 minutes ★★★★★ - 2 ratingsKlaus 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.
Wysdom - How AI turns bots into intelligent agents with Tariq Bethune
Working Smarter: Presented by Calabrio - February 05, 2024 11:00 - 33 minutes ★★★★★ - 2 ratingsVirtual 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 Wysdo...
Successful Agent Self Scheduling with Precious Bucher from Zappos
Working Smarter: Presented by Calabrio - October 04, 2023 10:28 - 37 minutes ★★★★★ - 2 ratingsHave 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 ...
The Power of Honesty, Transparency and Communication with Bryce Ackerman
Working Smarter: Presented by Calabrio - August 07, 2023 11:32 - 48 minutes ★★★★★ - 2 ratingsBryce 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 lea...
WFM for a Global and Digital Organization with Trent Ryan from Netflix
Working Smarter: Presented by Calabrio - June 26, 2023 14:57 - 32 minutes ★★★★★ - 2 ratingsTrent 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...
WEM in Healthcare Organizations with Daniel Acosta
Working Smarter: Presented by Calabrio - May 31, 2023 10:08 - 33 minutes ★★★★★ - 2 ratingsJoin 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 ...
Building a World-Class WFM Team
Working Smarter: Presented by Calabrio - May 03, 2023 10:42 - 33 minutes ★★★★★ - 2 ratingsWith 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 s...
Chris Warticki - Customer Service, Customer Experience and Customer Success
Working Smarter: Presented by Calabrio - March 07, 2023 10:20 - 34 minutes ★★★★★ - 2 ratingsWhat 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 jour...
Back to Basics with Jim Davies
Working Smarter: Presented by Calabrio - January 31, 2023 11:24 - 33 minutes ★★★★★ - 2 ratingsThere 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 b...
Machine Learning and Artificial Intelligence - What is it and how are contact centers using AI/ML?
Working Smarter: Presented by Calabrio - January 09, 2023 11:01 - 39 minutes ★★★★★ - 2 ratingsJoin 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
Working Smarter: Presented by Calabrio - December 14, 2022 15:45 - 41 minutes ★★★★★ - 2 ratingsTransforming 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 pr...
Empowering Agents: Amazon Web Services & AI in Contact Centers
Working Smarter: Presented by Calabrio - December 01, 2022 17:30 - 34 minutes ★★★★★ - 2 ratingsContact 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? ...
Part 2- State of the Contact Center 2022 with Shep Hyken
Working Smarter: Presented by Calabrio - November 02, 2022 10:00 - 22 minutes ★★★★★ - 2 ratingsCalabrio 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 ...
State of the Contact Center 2022 with Shep Hyken
Working Smarter: Presented by Calabrio - October 25, 2022 10:00 - 17 minutes ★★★★★ - 2 ratingsCalabrio 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 ...
Kathy Sobus of ConvergeOne - Employee Engagement and Quiet Quitting
Working Smarter: Presented by Calabrio - October 18, 2022 10:15 - 34 minutes ★★★★★ - 2 ratingsDave 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 blo...
Addressing the Challenges of Modern Contact Centers with Cisco and Calabrio
Working Smarter: Presented by Calabrio - October 03, 2022 10:43 - 42 minutes ★★★★★ - 2 ratingsHow 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
Working Smarter: Presented by Calabrio - August 08, 2022 10:39 - 29 minutes ★★★★★ - 2 ratingsAshley 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
Working Smarter: Presented by Calabrio - June 21, 2022 10:00 - 33 minutes ★★★★★ - 2 ratingsJuanita 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 extensiv...
Calabrio and Webhelp Anywhere - Reimagining CX for a Competitive Advantage
Working Smarter: Presented by Calabrio - May 18, 2022 10:20 - 33 minutes ★★★★★ - 2 ratingsDave 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 t...
Information Security with Calabrio's Security Experts
Working Smarter: Presented by Calabrio - April 11, 2022 15:46 - 30 minutes ★★★★★ - 2 ratingsDave 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
Working Smarter: Presented by Calabrio - February 17, 2022 10:00 - 43 minutes ★★★★★ - 2 ratingsJoin 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...
Clare Muscutt - Founder and CEO of Women in CX
Working Smarter: Presented by Calabrio - January 18, 2022 09:00 - 33 minutes ★★★★★ - 2 ratingsTechnology 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 organiz...
PCI Pal - Are you PCI Compliant?
Working Smarter: Presented by Calabrio - November 29, 2021 11:00 - 29 minutes ★★★★★ - 2 ratingsDoes 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
Working Smarter: Presented by Calabrio - November 10, 2021 20:28 - 33 seconds ★★★★★ - 2 ratingsWelcome to Calabrio's Working Smarter Podcast!
Agent Well Being - How do our agents feel?
Working Smarter: Presented by Calabrio - October 11, 2021 13:00 - 15 minutes ★★★★★ - 2 ratingsRapid, 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 s...
Katie Martell - Marketing Influencer - How to bridge the gap between Marketing and the Contact Center
Working Smarter: Presented by Calabrio - July 13, 2021 10:00 - 40 minutes ★★★★★ - 2 ratingsIn 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 fundament...
Vicki Herrell - SWPP and QATC, helping WFM and QM Professionals Grow and Network
Working Smarter: Presented by Calabrio - June 23, 2021 20:00 - 38 minutes ★★★★★ - 2 ratingsVicki 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, h...
John Weippert - Cummins - Forecasting for Gigantic Engines
Working Smarter: Presented by Calabrio - May 25, 2021 10:00 - 24 minutes ★★★★★ - 2 ratingsCummins 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 operat...
Kate Brouse with NTI - Helping Disabled Individuals Find Call Center Jobs
Working Smarter: Presented by Calabrio - May 04, 2021 11:00 - 30 minutes ★★★★★ - 2 ratingsKate 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
Working Smarter: Presented by Calabrio - April 12, 2021 20:00 - 42 minutes ★★★★★ - 2 ratingsJoin 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 str...
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