What 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.  

There 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. 

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!

Transforming 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.

Contact 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.

Calabrio 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.

Calabrio 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.

Dave 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/

Ashley 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!