Working Smarter: Presented by Calabrio

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.

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.

Klaus 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.

Virtual 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. 

Have 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.

Bryce 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.

Trent 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.

Join 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 redefine the impact of patient access centers in healthcare.

With 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 I get promoted in WFM?

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.