Calabrio Shorts Transistor (https://transistor.fm) https://feeds.transistor.fm/calabrio-shorts Calabrio Shorts is a fun-sized podcast that covers all sorts of topics around the contact center industry. No topic is off-limits as we cover frequently asked questions, industry trends and definitions, and yes, we will have fun doing it. © 2025 Calabrio 00efc194-ba75-54ed-9274-69bbb740f24c no Calabrio Shorts Trailer en Wed, 23 Jul 2025 09:34:47 -0500 Tue, 02 Dec 2025 17:21:16 -0600 http://www.calabrio.com https://img.transistor.fm/mDUDnPFXgQ4FTeEqAYkiJLbu81xI8-SJ3hmv1ltqMGE/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzI1OTk5LzE2Mzg0/NTg5NzYtYXJ0d29y/ay5qcGc.jpg Calabrio Shorts http://www.calabrio.com episodic Calabrio Calabrio Shorts is a fun-sized podcast that covers all sorts of topics around the contact center industry. No topic is off-limits as we cover frequently asked questions, industry trends and definitions, and yes, we will have fun doing it. Calabrio Shorts is a fun-sized podcast that covers all sorts of topics around the contact center industry. Call Center, Contact Center, Dave Hoekstra No No A Frank and Honest Discussion on Shift Bids 19 19 A Frank and Honest Discussion on Shift Bids full d95774cf-f63e-4829-93d1-b9fcbeb925c0 https://share.transistor.fm/s/517c4591 Shift Bids can be intimidating.  If your organization is thinking about trying a shift bid, or have been doing them and looking to get better, this is the episode for you.  Dave and Mark discuss the Pros and Cons of shift bidding, things to avoid, and things to pay attention to.  We promise this is the most entertaining discussion on Shift Bids that you will ever hear!

]]> Shift Bids can be intimidating.  If your organization is thinking about trying a shift bid, or have been doing them and looking to get better, this is the episode for you.  Dave and Mark discuss the Pros and Cons of shift bidding, things to avoid, and things to pay attention to.  We promise this is the most entertaining discussion on Shift Bids that you will ever hear!

]]> Fri, 10 Nov 2023 05:00:00 -0600 Calabrio Calabrio 1718 Shift Bids can be intimidating.  If your organization is thinking about trying a shift bid, or have been doing them and looking to get better, this is the episode for you.  Dave and Mark discuss the Pros and Cons of shift bidding, things to avoid, and things to pay attention to.  We promise this is the most entertaining discussion on Shift Bids that you will ever hear!

]]> Call Center, Contact Center, Scheduling, Shift Bids No Treating Your Agents Like Adults by Empowering Them 18 18 Treating Your Agents Like Adults by Empowering Them full 0e4bcaa6-a2a8-4f13-9206-307d7cf2ab3c https://share.transistor.fm/s/6197adc6 Do you empower your agents to make their own decisions? Is your attrition where you want it to be?  Let's talk about Agent Empowerment and how it can revolutionize your agent base.  By letting them make decisions on their own schedules, it changes how you are viewed as a leader, as an employer, and as a mentor.  Listen as Mark Beards talks about what it means to empower your agents, and how to treat them like adults. 

]]> Do you empower your agents to make their own decisions? Is your attrition where you want it to be?  Let's talk about Agent Empowerment and how it can revolutionize your agent base.  By letting them make decisions on their own schedules, it changes how you are viewed as a leader, as an employer, and as a mentor.  Listen as Mark Beards talks about what it means to empower your agents, and how to treat them like adults. 

]]> Wed, 27 Sep 2023 06:00:00 -0500 Calabrio Calabrio 1057 Do you empower your agents to make their own decisions? Is your attrition where you want it to be?  Let's talk about Agent Empowerment and how it can revolutionize your agent base.  By letting them make decisions on their own schedules, it changes how you are viewed as a leader, as an employer, and as a mentor.  Listen as Mark Beards talks about what it means to empower your agents, and how to treat them like adults. 

]]> WFM, Agents, Agent Empowerment, Scheduling, Self Scheduling No What is Shrinkage? 17 17 What is Shrinkage? full de4f38d7-e8ec-4901-91b1-a9d1799294a3 https://share.transistor.fm/s/e9385ba2 What is Shrinkage? A question that has been asked many, many times.  Mark Beards, WFM Consultant at Calabrio and Dave Hoekstra attempt to break it all down.  Answers to questions like, How do I define shrinkage? What should shrinkage include? What are the different types of shrinkage?  Answers to all of that and more on the latest episode of Calabrio Shorts!

]]> What is Shrinkage? A question that has been asked many, many times.  Mark Beards, WFM Consultant at Calabrio and Dave Hoekstra attempt to break it all down.  Answers to questions like, How do I define shrinkage? What should shrinkage include? What are the different types of shrinkage?  Answers to all of that and more on the latest episode of Calabrio Shorts!

]]> Thu, 03 Aug 2023 08:13:17 -0500 Calabrio Calabrio 1315 What is Shrinkage? A question that has been asked many, many times.  Mark Beards, WFM Consultant at Calabrio and Dave Hoekstra attempt to break it all down.  Answers to questions like, How do I define shrinkage? What should shrinkage include? What are the different types of shrinkage?  Answers to all of that and more on the latest episode of Calabrio Shorts!

]]> Call Center, Contact Center, Customer Service, Shrinkage No Balancing Cost, Service Level and other KPI with Hussein Kamel 16 16 Balancing Cost, Service Level and other KPI with Hussein Kamel full 18a442b5-8be0-4a21-8d7b-c4d12af118e5 https://share.transistor.fm/s/42d78be9 How do the pieces all fit?  When talking about Service Level, ASA, CSAT and other KPI in your contact center, how do you balance those critical KPI with cost?  Join Dave and Hussein Kamel, Strategic Consultant with Calabrio, as they discuss how to focus on multiple data points without causing all of the others to be affected.

]]> How do the pieces all fit?  When talking about Service Level, ASA, CSAT and other KPI in your contact center, how do you balance those critical KPI with cost?  Join Dave and Hussein Kamel, Strategic Consultant with Calabrio, as they discuss how to focus on multiple data points without causing all of the others to be affected.

]]> Thu, 06 Apr 2023 05:00:00 -0500 Calabrio Calabrio 994 How do the pieces all fit?  When talking about Service Level, ASA, CSAT and other KPI in your contact center, how do you balance those critical KPI with cost?  Join Dave and Hussein Kamel, Strategic Consultant with Calabrio, as they discuss how to focus on multiple data points without causing all of the others to be affected.

]]> Call Center, Contact Center, KPI, Customer Service No QM Calibrations- Definition and Best Practices 14 14 QM Calibrations- Definition and Best Practices full 39d35387-3e97-4ef4-851b-53f3e7d6490a https://share.transistor.fm/s/0d11ffae Listen in as DaNeece Sheldon, customer success manager at Calabrio gives out all of her QM Calibration secrets. Find out what is a calibration, why do we need calibrations and how can calibrations create fairness, build morale, keep the integrity of the process and more! 

]]> Listen in as DaNeece Sheldon, customer success manager at Calabrio gives out all of her QM Calibration secrets. Find out what is a calibration, why do we need calibrations and how can calibrations create fairness, build morale, keep the integrity of the process and more! 

]]> Tue, 14 Feb 2023 05:48:00 -0600 Calabrio Calabrio 1327 Listen in as DaNeece Sheldon, customer success manager at Calabrio gives out all of her QM Calibration secrets. Find out what is a calibration, why do we need calibrations and how can calibrations create fairness, build morale, keep the integrity of the process and more! 

]]> Calibrations, QM, Customer Success, WFM, Contact Center No How To Create Good QM Evaluation Questions 15 15 How To Create Good QM Evaluation Questions full edec922b-cbda-4fc5-823e-e7995ea79f66 https://share.transistor.fm/s/7f477845 Changing evaluation questions can invalidate your contact center data. That is why creating great evaluation questions from the start is key.
Dave Hoekstra is joined by program enablement manager, Therese Fruth, to discuss how to create great questions. Therese Fruth has firsthand experience building a contact center from the ground up. She shares strategies on how many evaluation questions to include, examples of good and bad questions, as well as tips for keep the organizational goals top of mind. 

]]> Changing evaluation questions can invalidate your contact center data. That is why creating great evaluation questions from the start is key.
Dave Hoekstra is joined by program enablement manager, Therese Fruth, to discuss how to create great questions. Therese Fruth has firsthand experience building a contact center from the ground up. She shares strategies on how many evaluation questions to include, examples of good and bad questions, as well as tips for keep the organizational goals top of mind. 

]]> Mon, 13 Feb 2023 05:21:00 -0600 Calabrio Calabrio 1363 Changing evaluation questions can invalidate your contact center data. That is why creating great evaluation questions from the start is key.
Dave Hoekstra is joined by program enablement manager, Therese Fruth, to discuss how to create great questions. Therese Fruth has firsthand experience building a contact center from the ground up. She shares strategies on how many evaluation questions to include, examples of good and bad questions, as well as tips for keep the organizational goals top of mind. 

]]> Call Center, Contact Center, No Tips for WFM Forecast Accuracy 13 13 Tips for WFM Forecast Accuracy full acdbeb44-d6bc-44a6-af03-1b5c719a7cd1 https://share.transistor.fm/s/2ed39a4a WFM forecasting is the blending of science and art: It needs to be fluid as things are constantly changing within contact centers. Although at times it can be challenging, forecasting is the key to running a successful contact center. But how do you plan for the anomalies, ensure you're using the right historical data, and adapt your forecast as needed?

In this episode, Dave and Matt discuss useful tips for generating a more accurate WFM forecast. While the key to accurate forecasting lies within your data, it takes an artful approach (and a willingness to adapt and change). Learn how to leverage this data and create a stronger forecast formula.

]]> WFM forecasting is the blending of science and art: It needs to be fluid as things are constantly changing within contact centers. Although at times it can be challenging, forecasting is the key to running a successful contact center. But how do you plan for the anomalies, ensure you're using the right historical data, and adapt your forecast as needed?

In this episode, Dave and Matt discuss useful tips for generating a more accurate WFM forecast. While the key to accurate forecasting lies within your data, it takes an artful approach (and a willingness to adapt and change). Learn how to leverage this data and create a stronger forecast formula.

]]> Wed, 18 Jan 2023 05:01:00 -0600 Calabrio Calabrio 1537 WFM forecasting is the blending of science and art: It needs to be fluid as things are constantly changing within the contact center. The key to accurate forecast lies within historical data, skilled forecasters, and the willingness to adapt and change. In this episode, Dave and Matt reflect on finding the perfect formula for more accurate WFM forecasting. WFM forecasting is the blending of science and art: It needs to be fluid as things are constantly changing within the contact center. The key to accurate forecast lies within historical data, skilled forecasters, and the willingness to adapt and change. I Forecasting, Historical data, Calabrio, WFM No Callbacks & WFM 12 12 Callbacks & WFM full a6ee7b3b-a4bb-47ae-ba6a-e9805f46eec4 https://share.transistor.fm/s/6a404198 A solid look at how callback solutions can affect a WFM strategy; How can we make sure we are counting the calls in the right spot, how does it affect staffing, and what are some things to look out for when introducing a callback strategy?  Join a panel of Calabrio experts as we discuss all of this and more!

]]> A solid look at how callback solutions can affect a WFM strategy; How can we make sure we are counting the calls in the right spot, how does it affect staffing, and what are some things to look out for when introducing a callback strategy?  Join a panel of Calabrio experts as we discuss all of this and more!

]]> Mon, 21 Nov 2022 05:30:00 -0600 Calabrio Calabrio 1167 Callback solutions are great, but how to plan for a WFM-related strategy? Let's discuss... Callback solutions are great, but how to plan for a WFM-related strategy? Let's discuss... Call Center, Contact Center, No The Value of Part Time Agents 10 10 The Value of Part Time Agents full 9ee3b61e-9153-471f-98fe-0d237ce20608 https://share.transistor.fm/s/11fb3226 Tue, 13 Sep 2022 06:07:00 -0500 Calabrio Calabrio 1134 Airing a Super Bowl commercial, overwhelmed during open enrollment or just having large flexes in your contact center staffing? Adding part-time agents is for you! Listen to Dave Hoekstra and Brian Munoz chat about including part-time agents into your culture and the value that they can offer to your team! Airing a Super Bowl commercial, overwhelmed during open enrollment or just having large flexes in your contact center staffing? Adding part-time agents is for you! Listen to Dave Hoekstra and Brian Munoz chat about including part-time agents into your cu Call Center, Contact Center, No What is Service Level in a Contact Center? 9 9 What is Service Level in a Contact Center? full a22b1c45-55e1-48cf-8e24-8d9dba14cca6 https://share.transistor.fm/s/569f0a01
What is Call Center Service Level?


A service level agreement (SLA) gives a measure of overall call handling performance that helps management make decisions based on an agreed upon standard. Service level measures the percentage of how many calls are answered within a certain number of seconds. This figure is not limited to calls; it can also include any type of inbound interaction, such as chats. 

Since every call center is different, there is no industry standard for service level. However, a common service level goal would be 80% of calls answered within 30 seconds or less. When this target is met it leads to a greater customer experience and appropriate staffing levels. 

So how do you find the service level of your contact center? 

If your service level target is a certain percentage in less than 30 seconds, start by looking at the total number of calls that were taken in less than 30 seconds. Then, divide that number by the total number of handled calls during your designated time period. This could be over the past few days, weeks, months, or years or in a specific 15-minute interval. Finally, compare your percentage with your target goals to see if you are meeting your ideal service level. 

Reaching your call center’s service level can help improve customer satisfaction by meeting their needs quickly. It can also help managers like yourself evaluate the customer journey, look for any issues and measure the success of your contact center. 


Listen to Dave Hoekstra on the Calabrio Shorts podcast to learn more about what service level is and how it can help your employees and customers! 

 

]]>
What is Call Center Service Level?


A service level agreement (SLA) gives a measure of overall call handling performance that helps management make decisions based on an agreed upon standard. Service level measures the percentage of how many calls are answered within a certain number of seconds. This figure is not limited to calls; it can also include any type of inbound interaction, such as chats. 

Since every call center is different, there is no industry standard for service level. However, a common service level goal would be 80% of calls answered within 30 seconds or less. When this target is met it leads to a greater customer experience and appropriate staffing levels. 

So how do you find the service level of your contact center? 

If your service level target is a certain percentage in less than 30 seconds, start by looking at the total number of calls that were taken in less than 30 seconds. Then, divide that number by the total number of handled calls during your designated time period. This could be over the past few days, weeks, months, or years or in a specific 15-minute interval. Finally, compare your percentage with your target goals to see if you are meeting your ideal service level. 

Reaching your call center’s service level can help improve customer satisfaction by meeting their needs quickly. It can also help managers like yourself evaluate the customer journey, look for any issues and measure the success of your contact center. 


Listen to Dave Hoekstra on the Calabrio Shorts podcast to learn more about what service level is and how it can help your employees and customers! 

 

]]> Mon, 22 Aug 2022 05:00:00 -0500 Calabrio Calabrio 509 A quick overview of what service level is and how it impacts a typical call center. A quick overview of what service level is and how it impacts a typical call center. Call Center Service Level No What is Occupancy? 8 8 What is Occupancy? full da58e0fb-a179-44a9-ace6-65c3dc8777c8 https://share.transistor.fm/s/179b1eab 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.  

]]> 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.  

]]> Thu, 14 Jul 2022 16:00:00 -0500 Calabrio Calabrio 900 Definition of what Occupancy is, what it means, and how contact centers can use it as a goal. Definition of what Occupancy is, what it means, and how contact centers can use it as a goal. Call center, contact center, WFM, WFO, Occupancy No Recording Pause and Resume 7 7 Recording Pause and Resume full b0e4ac28-ec80-4e9d-987a-d43f47a7f81b https://share.transistor.fm/s/166b2a04 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.

]]> 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.

]]> Mon, 23 May 2022 05:00:00 -0500 Calabrio Calabrio 798 Pause and Resume is a critical part of a contact center recording strategy, especially for those that handle payments. What is Pause and Resume, and how does it work in Calabrio ONE? Pause and Resume is a critical part of a contact center recording strategy, especially for those that handle payments. What is Pause and Resume, and how does it work in Calabrio ONE? Contact Center, Recording, Pause and Resume No What If Scenarios and Calabrio WFM 6 6 What If Scenarios and Calabrio WFM full 90744cc1-095f-4f23-aac6-42f8b1bc2f90 https://share.transistor.fm/s/566f1061 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. 

]]> 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. 

]]> Wed, 18 May 2022 09:41:29 -0500 Calabrio Calabrio 472 What are "What If" scenarios in Workforce Management? How does Calabrio WFM use What If scenarios? Everything you wanted to know and more! What are "What If" scenarios in Workforce Management? How does Calabrio WFM use What If scenarios? Everything you wanted to know and more! WFM, Contact Center, Capacity Planning, Forecasting No WFM Payroll Integrations - Europe 5 5 WFM Payroll Integrations - Europe full 5b6b1bf7-d59b-4340-af32-e88e6c943689 https://share.transistor.fm/s/548fe953 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. 

]]> 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. 

]]> Mon, 02 May 2022 05:00:00 -0500 Calabrio Calabrio 876 WFM Payroll integrations in Europe are different than in North America/US. A discussion on what is different and what to expect. WFM Payroll integrations in Europe are different than in North America/US. A discussion on what is different and what to expect. Call Center, Contact Center, Payroll, Integrations, Europe No What is AHT? 4 4 What is AHT? full 063034f6-a77f-45c9-a71a-415a63d5b253 https://share.transistor.fm/s/8366c3fc 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.

]]> 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.

]]> Wed, 20 Apr 2022 14:19:17 -0500 Calabrio Calabrio 232 Definition and examples of what AHT, or Average Handle Time, means to contact centers. Definition and examples of what AHT, or Average Handle Time, means to contact centers. Call Center, Contact Center, No PTO and Payroll Integration in WFM 3 3 PTO and Payroll Integration in WFM full f37c3aa6-ca12-4908-9762-51ce0057135f https://share.transistor.fm/s/0482ed14 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.  

]]> 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.  

]]> Mon, 28 Mar 2022 05:00:00 -0500 Calabrio Calabrio 696 What is PTO and or Payroll Integration? What is PTO and or Payroll Integration? Call Center, Contact Center, No Metadata 2 2 Metadata full a19315cb-5948-4204-8e96-58bb4620b5c4 https://share.transistor.fm/s/ecab6683 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. 

]]> 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. 

]]> Wed, 02 Mar 2022 14:31:44 -0600 Calabrio Calabrio 274 Everything (well, most everything) you would want to know about Metadata and how contact centers can use and benefit from it. Everything (well, most everything) you would want to know about Metadata and how contact centers can use and benefit from it. Call Recording, Metadata, Quality Management, QM No Back Office 1 1 Back Office full 4b530d7f-c036-4d60-bf8f-13bfda00e849 https://share.transistor.fm/s/53f383b7 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. 

]]> 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. 

]]> Wed, 02 Mar 2022 14:19:27 -0600 Calabrio Calabrio 394 What is Back Office? What does Back Office mean in the contact center space? What should someone consider when looking for a back office solution? What is Back Office? What does Back Office mean in the contact center space? What should someone consider when looking for a back office solution? Call Center, Contact Center, No Calabrio Shorts Trailer 1 1 Calabrio Shorts Trailer trailer 28f9f911-80ae-464a-8e0a-75c984cf0195 https://share.transistor.fm/s/06029bb8 Welcome to Calabrio Shorts! Join us for a quick, bite-sized look at all things contact centers.

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

]]> Fri, 12 Nov 2021 07:33:07 -0600 Calabrio Calabrio 31 Calabrio Shorts is a fun-sized podcast about anything and everything contact centers! Calabrio Shorts is a fun-sized podcast about anything and everything contact centers! Call Center, Contact Center, No