Juanita 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!

Dave 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 surprising results!

Dave 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.

Join 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. 

Technology 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!

Does 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.  

Welcome to Calabrio's Working Smarter Podcast!

Rapid, 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 on how you look at it) sweeping across global labor forces, it’s a critical time to take the pulse of contact center agent’s attitudes toward their work and employers.

Join Dave as he discusses key insights from the survey, with some pearls of wisdom along the way.  

The full survey report is available here: https://info.calabrio.com/agent-wellbeing-survey/

In 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 center struggles in communication with the marketing department, this episode is for you.  In fact, send it to your Marketing leader and discuss!

Vicki 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