Calabrio Shorts

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.  

How 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.

Dave 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. 

After 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. 

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.

A 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.  

Why 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. 

A 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. 

Welcome to Calabrio Shorts! Join us for a quick, bite-sized look at all things contact centers.