Working Smarter: Presented by Calabrio Transistor (https://transistor.fm) https://feeds.transistor.fm/working-smarter-presented-by-calabrio In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients. © 2024 Working Smarter: Presented by Calabrio f8a77064-c23a-5287-b73b-0b3de27430bb no New Series Coming! Women Working Smarter with Jen Docken and Ritu Maheshwari Calabrio Working Smarter Trailer en-us Fri, 30 Jan 2026 05:02:40 -0600 Fri, 30 Jan 2026 05:03:05 -0600 https://www.calabrio.com/calabrio-podcast/ https://img.transistorcdn.com/OF-ez1g-GKhSnu59TXF74JQC5Vp23QsMuQN9wm8RAF8/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS84ZTZj/Mjk0Y2JmYjc0MmIz/MTBhMzlmZjllOTU4/ZmIyOC5qcGc.jpg Working Smarter: Presented by Calabrio https://www.calabrio.com/calabrio-podcast/ episodic Calabrio In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients. In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics Calabrio No No The Real-Time Awakening: How Hargreaves Lansdown Rebuilt Workforce Planning with Calabrio 5 5 13 13 The Real-Time Awakening: How Hargreaves Lansdown Rebuilt Workforce Planning with Calabrio full 6f15a1ae-509c-4515-a8ca-481d10af93a9 https://share.transistor.fm/s/f74d5943 In this episode, Dave Hoekstra of Calabrio sits down with Jinesh Nair, Head of Service Planning & Performance at Hargreaves Lansdown, to discuss how one of the UK’s leading financial services organizations transformed its approach to workforce planning.

Jinesh shares how a 350-agent operation spanning 25 departments tackled declining schedule adherence, 43% shrinkage, and highly manual real-time management by building a service planning function from the ground up. With Calabrio at the center, the team introduced greater agent autonomy, meaningful adherence and performance KPIs, and a data-driven real-time approach that shifted planners from manual adjustments to proactive insights.

The results speak for themselves: schedule adherence increased from 82% to 91%, multiskilling became a strategic advantage, and the contact center evolved into a more resilient, connected part of the organization.

The conversation explores why investing in the right people and processes matters more than tools alone, and why Net Promoter Score remains the ultimate pulse of the organization, reflecting customer experience, brand, and revenue in a single metric.

]]> In this episode, Dave Hoekstra of Calabrio sits down with Jinesh Nair, Head of Service Planning & Performance at Hargreaves Lansdown, to discuss how one of the UK’s leading financial services organizations transformed its approach to workforce planning.

Jinesh shares how a 350-agent operation spanning 25 departments tackled declining schedule adherence, 43% shrinkage, and highly manual real-time management by building a service planning function from the ground up. With Calabrio at the center, the team introduced greater agent autonomy, meaningful adherence and performance KPIs, and a data-driven real-time approach that shifted planners from manual adjustments to proactive insights.

The results speak for themselves: schedule adherence increased from 82% to 91%, multiskilling became a strategic advantage, and the contact center evolved into a more resilient, connected part of the organization.

The conversation explores why investing in the right people and processes matters more than tools alone, and why Net Promoter Score remains the ultimate pulse of the organization, reflecting customer experience, brand, and revenue in a single metric.

]]> Fri, 30 Jan 2026 05:02:40 -0600 Calabrio Calabrio 2281 In this episode, Dave Hoekstra of Calabrio sits down with Jinesh Nair, Head of Service Planning & Performance at Hargreaves Lansdown, to discuss how one of the UK’s leading financial services organizations transformed its approach to workforce planning.

Jinesh shares how a 350-agent operation spanning 25 departments tackled declining schedule adherence, 43% shrinkage, and highly manual real-time management by building a service planning function from the ground up. With Calabrio at the center, the team introduced greater agent autonomy, meaningful adherence and performance KPIs, and a data-driven real-time approach that shifted planners from manual adjustments to proactive insights.

The results speak for themselves: schedule adherence increased from 82% to 91%, multiskilling became a strategic advantage, and the contact center evolved into a more resilient, connected part of the organization.

The conversation explores why investing in the right people and processes matters more than tools alone, and why Net Promoter Score remains the ultimate pulse of the organization, reflecting customer experience, brand, and revenue in a single metric.

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No From AI to “Speed to Happiness”: Dan Eddie on Simplyhealth’s CX Transformation 5 5 12 12 From AI to “Speed to Happiness”: Dan Eddie on Simplyhealth’s CX Transformation full 476db4de-8c1a-4fe6-98a4-7e38c541f45a https://share.transistor.fm/s/20d2db00 In this episode of Working Smarter, Dave Hoekstra speaks with Dan Eddie, Customer Services Director at Simplyhealth - loyal Calabrio customer -  about the evolution of customer service in the healthcare sector. Together, they explore Simplyhealth’s mission to improve access to healthcare in the UK, the shift from voice to digital contact channels, and how AI is being integrated to enhance the customer experience.

Dan shares practical insights on the importance of business readiness, employee satisfaction, and the real-world challenges of implementing AI in the contact center. The conversation highlights why having a clear purpose and strategy is essential when adopting new technologies, and how Simplyhealth’s focus on “Speed to Happiness” is shaping its CX transformation.

]]> In this episode of Working Smarter, Dave Hoekstra speaks with Dan Eddie, Customer Services Director at Simplyhealth - loyal Calabrio customer -  about the evolution of customer service in the healthcare sector. Together, they explore Simplyhealth’s mission to improve access to healthcare in the UK, the shift from voice to digital contact channels, and how AI is being integrated to enhance the customer experience.

Dan shares practical insights on the importance of business readiness, employee satisfaction, and the real-world challenges of implementing AI in the contact center. The conversation highlights why having a clear purpose and strategy is essential when adopting new technologies, and how Simplyhealth’s focus on “Speed to Happiness” is shaping its CX transformation.

]]> Thu, 15 Jan 2026 12:13:22 -0600 Calabrio Calabrio 2817 In this episode of Working Smarter, Dave Hoekstra speaks with Dan Eddie, Customer Services Director at Simplyhealth - loyal Calabrio customer -  about the evolution of customer service in the healthcare sector. Together, they explore Simplyhealth’s mission to improve access to healthcare in the UK, the shift from voice to digital contact channels, and how AI is being integrated to enhance the customer experience.

Dan shares practical insights on the importance of business readiness, employee satisfaction, and the real-world challenges of implementing AI in the contact center. The conversation highlights why having a clear purpose and strategy is essential when adopting new technologies, and how Simplyhealth’s focus on “Speed to Happiness” is shaping its CX transformation.

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No AI, Performance, and the Modern Agent with Steve Morrell 5 5 11 11 AI, Performance, and the Modern Agent with Steve Morrell full dd0eb5e2-c0c2-4966-8da9-0823dad065fa https://share.transistor.fm/s/be66657f AI is saving contact centers time, but is it actually making life better for agents? In this episode of Working Smarter, Dave Hoekstra chats with Steve Morrell from ContactBabel about new research into agent burnout, the evolving role of the agent, and what really happens when productivity goes up but KPIs don’t change. From AI-powered self-service and agent assist to analytics that tell us why customers are calling, they explore whether time saved is being reinvested wisely, or quietly driving new pressures. The conversation also digs into manager empathy, agent empowerment, and why up to 25% of call time is still spent hunting for information, proving that the data is there, but we may be asking the wrong questions.

]]> AI is saving contact centers time, but is it actually making life better for agents? In this episode of Working Smarter, Dave Hoekstra chats with Steve Morrell from ContactBabel about new research into agent burnout, the evolving role of the agent, and what really happens when productivity goes up but KPIs don’t change. From AI-powered self-service and agent assist to analytics that tell us why customers are calling, they explore whether time saved is being reinvested wisely, or quietly driving new pressures. The conversation also digs into manager empathy, agent empowerment, and why up to 25% of call time is still spent hunting for information, proving that the data is there, but we may be asking the wrong questions.

]]> Tue, 16 Dec 2025 05:33:00 -0600 Calabrio Calabrio 2792 AI is saving contact centers time, but is it actually making life better for agents? In this episode of Working Smarter, Dave Hoekstra chats with Steve Morrell from ContactBabel about new research into agent burnout, the evolving role of the agent, and what really happens when productivity goes up but KPIs don’t change. From AI-powered self-service and agent assist to analytics that tell us why customers are calling, they explore whether time saved is being reinvested wisely, or quietly driving new pressures. The conversation also digs into manager empathy, agent empowerment, and why up to 25% of call time is still spent hunting for information, proving that the data is there, but we may be asking the wrong questions.

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Voice of the Agent: What 540 Agents Really Think About Life on the Frontline 5 5 10 10 Voice of the Agent: What 540 Agents Really Think About Life on the Frontline full de7271ba-de1f-4ce3-bef7-19c66f3a5bed https://share.transistor.fm/s/84307578 In this episode of Working Smarter, Dave Hoekstra is joined by Martin Teasdale, Founder of Get Out of Wrap, to unpack the findings from our latest Voice of the Agent research. This year, 540 frontline agents opened up about the realities, challenges, and hidden truths of working inside today’s contact centers.

Last year’s report was groundbreaking, revealing that while agents were largely satisfied and proud of their work, major gaps remained around AI readiness, training support, and overall enablement. 

This year, we dig even deeper. From evolving expectations and shifting workforce dynamics to surprising new trends that leaders can’t afford to ignore - this conversation pulls back the curtain on what it really means to be an agent in 2025.

Tune in to uncover what’s changed, what hasn’t, and what every contact center leader needs to know next.

]]> In this episode of Working Smarter, Dave Hoekstra is joined by Martin Teasdale, Founder of Get Out of Wrap, to unpack the findings from our latest Voice of the Agent research. This year, 540 frontline agents opened up about the realities, challenges, and hidden truths of working inside today’s contact centers.

Last year’s report was groundbreaking, revealing that while agents were largely satisfied and proud of their work, major gaps remained around AI readiness, training support, and overall enablement. 

This year, we dig even deeper. From evolving expectations and shifting workforce dynamics to surprising new trends that leaders can’t afford to ignore - this conversation pulls back the curtain on what it really means to be an agent in 2025.

Tune in to uncover what’s changed, what hasn’t, and what every contact center leader needs to know next.

]]> Wed, 03 Dec 2025 03:57:30 -0600 Calabrio Calabrio 2529 In this episode of Working Smarter, Dave Hoekstra is joined by Martin Teasdale, Founder of Get Out of Wrap, to unpack the findings from our latest Voice of the Agent research. This year, 540 frontline agents opened up about the realities, challenges, and hidden truths of working inside today’s contact centers.

Last year’s report was groundbreaking, revealing that while agents were largely satisfied and proud of their work, major gaps remained around AI readiness, training support, and overall enablement. 

This year, we dig even deeper. From evolving expectations and shifting workforce dynamics to surprising new trends that leaders can’t afford to ignore - this conversation pulls back the curtain on what it really means to be an agent in 2025.

Tune in to uncover what’s changed, what hasn’t, and what every contact center leader needs to know next.

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Women, Working Smarter: Ritu Maheshwari on Mentorship, Leadership & AI 5 5 9 9 Women, Working Smarter: Ritu Maheshwari on Mentorship, Leadership & AI bonus 7ed4edef-1d6a-40b1-95d4-a57c11b91b20 https://share.transistor.fm/s/3717febb In the first episode of Women, Working Smarter, host Jennifer Docken (Product Marketing Manager, Calabrio) welcomes Ritu Maheshwari (VP of Product Management, Calabrio) to talk about her journey from engineering to product leadership. Ritu shares how mentors shaped her path, why building strong teams matters most, and what excites her about the future of AI in the contact center. From leadership lessons to the power of Excel, this episode is full of insights on how women are shaping customer experience today, and how AI and technology will help us all work smarter tomorrow.

]]> In the first episode of Women, Working Smarter, host Jennifer Docken (Product Marketing Manager, Calabrio) welcomes Ritu Maheshwari (VP of Product Management, Calabrio) to talk about her journey from engineering to product leadership. Ritu shares how mentors shaped her path, why building strong teams matters most, and what excites her about the future of AI in the contact center. From leadership lessons to the power of Excel, this episode is full of insights on how women are shaping customer experience today, and how AI and technology will help us all work smarter tomorrow.

]]> Wed, 08 Oct 2025 06:15:00 -0500 Calabrio Calabrio 2612 In the first episode of Women, Working Smarter, host Jennifer Docken (Product Marketing Manager, Calabrio) welcomes Ritu Maheshwari (VP of Product Management, Calabrio) to talk about her journey from engineering to product leadership. Ritu shares how mentors shaped her path, why building strong teams matters most, and what excites her about the future of AI in the contact center. From leadership lessons to the power of Excel, this episode is full of insights on how women are shaping customer experience today, and how AI and technology will help us all work smarter tomorrow.

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No New Series Coming! Women Working Smarter with Jen Docken and Ritu Maheshwari New Series Coming! Women Working Smarter with Jen Docken and Ritu Maheshwari trailer 6087dac1-74a4-4e22-8b05-3b0bc993152a https://share.transistor.fm/s/a9dce1d9 Get ready for an all-new series from Calabrio’s Working Smarter podcast! Hosted by Jennifer Docken, this series celebrates women leading the way in tech, contact centers, and customer service. In the preview episode, Jennifer teams up with Ritu Maheshwari from Calabrio to kick things off and share what’s to come.

]]> Get ready for an all-new series from Calabrio’s Working Smarter podcast! Hosted by Jennifer Docken, this series celebrates women leading the way in tech, contact centers, and customer service. In the preview episode, Jennifer teams up with Ritu Maheshwari from Calabrio to kick things off and share what’s to come.

]]> Fri, 03 Oct 2025 03:59:00 -0500 Calabrio Calabrio 211 Get ready for an all-new series from Calabrio’s Working Smarter podcast! Hosted by Jennifer Docken, this series celebrates women leading the way in tech, contact centers, and customer service. In the preview episode, Jennifer teams up with Ritu Maheshwari from Calabrio to kick things off and share what’s to come.

]]> Women in CX, Contact Centers No Big news - The Next Evolution of Contact Center WFM: Introducing Calabrio Workforce Intelligence 5 5 8 8 Big news - The Next Evolution of Contact Center WFM: Introducing Calabrio Workforce Intelligence bonus 3ecd9011-d3f9-4c78-a6fc-4d4f095aa6a2 https://share.transistor.fm/s/ad91ea13 Hot off the press from Calabrio’s largest annual user conference, C3 in Dallas, comes the launch of Calabrio Workforce Intelligence - the next evolution of Workforce Management. With AI at the core, not bolted on, Calabrio Workforce Intelligence introduces capabilities like Predictive Actions, Agent Assist, and more to help organizations make smarter, proactive decisions at scale. In this episode, Magnus Geverts, VP of Product Marketing, explores the history of WFM and explains why Calabrio Workforce Intelligence is more than just an upgrade - it’s the evolution that outpaces change and redefines the future of the industry.

]]> Hot off the press from Calabrio’s largest annual user conference, C3 in Dallas, comes the launch of Calabrio Workforce Intelligence - the next evolution of Workforce Management. With AI at the core, not bolted on, Calabrio Workforce Intelligence introduces capabilities like Predictive Actions, Agent Assist, and more to help organizations make smarter, proactive decisions at scale. In this episode, Magnus Geverts, VP of Product Marketing, explores the history of WFM and explains why Calabrio Workforce Intelligence is more than just an upgrade - it’s the evolution that outpaces change and redefines the future of the industry.

]]> Mon, 15 Sep 2025 09:35:00 -0500 Calabrio Calabrio 1375 Hot off the press from Calabrio’s largest annual user conference, C3 in Dallas, comes the launch of Calabrio Workforce Intelligence - the next evolution of Workforce Management. With AI at the core, not bolted on, Calabrio Workforce Intelligence introduces capabilities like Predictive Actions, Agent Assist, and more to help organizations make smarter, proactive decisions at scale. In this episode, Magnus Geverts, VP of Product Marketing, explores the history of WFM and explains why Calabrio Workforce Intelligence is more than just an upgrade - it’s the evolution that outpaces change and redefines the future of the industry.

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Dan Smitley - What do we want from AI in WFM? 5 5 7 7 Dan Smitley - What do we want from AI in WFM? full a43fb8f0-f83c-416e-b7c0-d8a50f952060 https://share.transistor.fm/s/177924d3 Dan Smitley is a WFM Guru - You may have seen him posting Will Ferrell gifs on LinkedIn every Friday, but for this episode he joins Calabrio to talk about AI in WFM and how we might get real-world, practical uses out of AI and what that means to the average user. Topics include how WFM can benefit from AI, especially in the "Art vs. Science" front, and what we as humans need from AI assistants. 

Want to be a guest on the Calabrio podcast?  Send us an email! dave.hoekstra@calabrio.com

]]> Dan Smitley is a WFM Guru - You may have seen him posting Will Ferrell gifs on LinkedIn every Friday, but for this episode he joins Calabrio to talk about AI in WFM and how we might get real-world, practical uses out of AI and what that means to the average user. Topics include how WFM can benefit from AI, especially in the "Art vs. Science" front, and what we as humans need from AI assistants. 

Want to be a guest on the Calabrio podcast?  Send us an email! dave.hoekstra@calabrio.com

]]> Mon, 11 Aug 2025 04:40:00 -0500 Calabrio Calabrio 3265 Dan Smitley is a WFM Guru - You may have seen him posting Will Ferrell gifs on LinkedIn every Friday, but for this episode he joins Calabrio to talk about AI in WFM and how we might get real-world, practical uses out of AI and what that means to the average user. Topics include how WFM can benefit from AI, especially in the "Art vs. Science" front, and what we as humans need from AI assistants. 

Want to be a guest on the Calabrio podcast?  Send us an email! dave.hoekstra@calabrio.com

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Why Every Contact Center Should Have a Developer On Staff with Ericc Whetstone 5 5 6 6 Why Every Contact Center Should Have a Developer On Staff with Ericc Whetstone full 7a794ca2-9c08-4408-b975-c3cce6deb880 https://share.transistor.fm/s/64a8251f Ericc Whetstone joins the pod to talk about the importance of understanding what APIs can do for your contact center, use cases of great API development, and how important it is to have the skill set of API development available to a contact center staff.  APIs are no longer just for the IT department. The more you understand how an API can be used, the more productivity savings and budget relief will be available to you. 

]]> Ericc Whetstone joins the pod to talk about the importance of understanding what APIs can do for your contact center, use cases of great API development, and how important it is to have the skill set of API development available to a contact center staff.  APIs are no longer just for the IT department. The more you understand how an API can be used, the more productivity savings and budget relief will be available to you. 

]]> Mon, 02 Jun 2025 06:27:00 -0500 Calabrio Calabrio 2392 Ericc Whetstone joins the pod to talk about the importance of understanding what APIs can do for your contact center, use cases of great API development, and how important it is to have the skill set of API development available to a contact center staff.  APIs are no longer just for the IT department. The more you understand how an API can be used, the more productivity savings and budget relief will be available to you. 

]]> Calabrio, Contact Center, KPI No AI Reporting and the future with AWS 5 5 4 4 AI Reporting and the future with AWS full f1736ddd-d7ce-4fed-9e5a-446f52572e02 https://share.transistor.fm/s/9fb75b5f Spend a little time with the Amazon Web Services team as we talk about the future of reporting, especially around AI.  How will AI help us find data faster?  Listen and find out!

]]> Spend a little time with the Amazon Web Services team as we talk about the future of reporting, especially around AI.  How will AI help us find data faster?  Listen and find out!

]]> Fri, 07 Feb 2025 06:00:00 -0600 Calabrio Calabrio 1303 Spend a little time with the Amazon Web Services team as we talk about the future of reporting, especially around AI.  How will AI help us find data faster?  Listen and find out!

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Martin Teasdale of Get Out of Wrap - Contact Centre or Contact Center? 5 5 5 5 Martin Teasdale of Get Out of Wrap - Contact Centre or Contact Center? full 97bcfb1b-a528-4c91-80a0-d6f87b1f6e8f https://share.transistor.fm/s/1f77ba6b 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.

]]> 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.

]]> Tue, 17 Dec 2024 01:01:00 -0600 Calabrio Calabrio 3291 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.

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Irina Hollatz of RightWFM - How do product roadmaps work? 5 5 3 3 Irina Hollatz of RightWFM - How do product roadmaps work? full 9b32f786-45eb-404e-a185-8dda98cb34a9 https://share.transistor.fm/s/becafa26 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.

]]> 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.

]]> Mon, 14 Oct 2024 04:46:00 -0500 Calabrio Calabrio 2791 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.

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Klaus Bang, The Danish WFM Ninja - Using Data to Set Goals 5 5 2 2 Klaus Bang, The Danish WFM Ninja - Using Data to Set Goals full a837eb75-c065-4695-97d1-91629ed9e8d2 https://share.transistor.fm/s/2591e2a2 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.

]]> 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.

]]> Wed, 22 May 2024 05:00:00 -0500 Calabrio Calabrio 1997 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.

]]> Contact Center, Workforce Management, Erlang No Wysdom - How AI turns bots into intelligent agents with Tariq Bethune 5 5 1 1 Wysdom - How AI turns bots into intelligent agents with Tariq Bethune full 1d470f62-8fe7-4028-b362-0d7ff836aff7 https://share.transistor.fm/s/13e2ceff 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. 

]]> 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. 

]]> Mon, 05 Feb 2024 05:00:00 -0600 Calabrio Calabrio 2033 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. 

]]> Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Successful Agent Self Scheduling with Precious Bucher from Zappos 4 4 7 7 Successful Agent Self Scheduling with Precious Bucher from Zappos full 98c98145-eeea-4f75-8315-bf48ca2f13da https://share.transistor.fm/s/ef571ad1 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.

]]> 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.

]]> Wed, 04 Oct 2023 05:28:00 -0500 Calabrio Calabrio 2238 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.

]]> WFM, Self Scheduling, Agent Empowerment No The Power of Honesty, Transparency and Communication with Bryce Ackerman 4 4 8 8 The Power of Honesty, Transparency and Communication with Bryce Ackerman full 9ce67053-66a6-4f78-a7b5-d816337cc163 https://share.transistor.fm/s/5e672234 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.

]]> 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.

]]> Mon, 07 Aug 2023 06:32:00 -0500 Calabrio Calabrio 2905 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.

]]> Contact Center, Call Center, Customer Service, Agents No WFM for a Global and Digital Organization with Trent Ryan from Netflix 4 4 6 6 WFM for a Global and Digital Organization with Trent Ryan from Netflix full 8774111f-86dc-47f8-b77e-7d21f2bb5706 https://share.transistor.fm/s/dcf37be0 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.

]]> 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.

]]> Mon, 26 Jun 2023 09:57:32 -0500 Calabrio Calabrio 1943 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.

]]> Workforce Management, WFM, SWPP No WEM in Healthcare Organizations with Daniel Acosta 4 4 5 5 WEM in Healthcare Organizations with Daniel Acosta full e42acb3b-6ccb-43fd-af88-96eba3d11590 https://share.transistor.fm/s/32bc68fa 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.


]]> 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.


]]> Wed, 31 May 2023 05:08:00 -0500 Calabrio Calabrio 2029 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.


]]> Contact Center, WEM, WFO, Healthcare, Customer Experience No Building a World-Class WFM Team 4 4 4 4 Building a World-Class WFM Team full 94c5ffe8-d378-4507-bef9-b2170086ed40 https://share.transistor.fm/s/2bdf8c42 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?

]]> 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?

]]> Wed, 03 May 2023 05:42:00 -0500 Calabrio Calabrio 2002 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?

]]> Contact Center, WFM, Workforce Management, Team Building No Chris Warticki - Customer Service, Customer Experience and Customer Success 4 4 3 3 Chris Warticki - Customer Service, Customer Experience and Customer Success full 38cc06ce-46fc-473c-9a66-4310cd07e544 https://share.transistor.fm/s/3fbc4437 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.  

]]> 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.  

]]> Tue, 07 Mar 2023 04:20:00 -0600 Calabrio Calabrio 2063 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.  

]]> Customer Service, Customer Experience, Customer Success No Back to Basics with Jim Davies 4 4 2 2 Back to Basics with Jim Davies full 0f654325-4ad4-4de3-9e9f-cc78af2404e8 https://share.transistor.fm/s/c9169433 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. 

]]> 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. 

]]> Tue, 31 Jan 2023 05:24:00 -0600 Calabrio Calabrio 2013 Before a contact center organization looks to the future, getting back to the basics is the smarter first step. Calabrio's CXO Jim Davies stops by to provide wisdom and common sense advice on how to start at the beginning. Before a contact center organization looks to the future, getting back to the basics is the smarter first step. Calabrio's CXO Jim Davies stops by to provide wisdom and common sense advice on how to start at the beginning. Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Machine Learning and Artificial Intelligence - What is it and how are contact centers using AI/ML? 4 4 1 1 Machine Learning and Artificial Intelligence - What is it and how are contact centers using AI/ML? full 56e80634-46c8-405a-8f44-e5dcec3ee4c6 https://share.transistor.fm/s/35b7837b 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!

]]> 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!

]]> Mon, 09 Jan 2023 05:01:00 -0600 Calabrio Calabrio 2341 What is Machine Learning? What is AI? And how does it impact contact center operations? What is Machine Learning? What is AI? And how does it impact contact center operations? AI, ML, Reinforcement learning, No Using CX to Defend Your Brand with Nate Brown 3 3 18 18 Using CX to Defend Your Brand with Nate Brown full 8a6227ef-3ea8-46c2-ab18-8e0a6449eb3a https://share.transistor.fm/s/976d9d4c 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.

]]> 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.

]]> Wed, 14 Dec 2022 09:45:12 -0600 Calabrio Calabrio 2494 Great customer service starts with supporting your frontline team. Dave Hoekstra and Nate Brown, Senior Director of CX at Arise, discuss how to find the spark of customer service in your agents while offering training to close information gaps. Great customer service starts with supporting your frontline team. Dave Hoekstra and Nate Brown, Senior Director of CX at Arise, discuss how to find the spark of customer service in your agents while offering training to close information gaps. CX, Customer Service No Empowering Agents: Amazon Web Services & AI in Contact Centers 3 3 17 17 Empowering Agents: Amazon Web Services & AI in Contact Centers full 7947fa07-430c-4e3d-a18b-d0fb01bae29b https://share.transistor.fm/s/f8afd2b0 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.

]]> 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.

]]> Thu, 01 Dec 2022 11:30:00 -0600 Calabrio Calabrio 2094 Amazon Web Services’ Shalima Bhalla joins the podcast to discuss the partnership between AWS, Amazon Connect, and Calabrio. The pair talk advanced contact center tech and how it improves the agent and customer experience. Amazon Web Services’ Shalima Bhalla joins the podcast to discuss the partnership between AWS, Amazon Connect, and Calabrio. The pair talk advanced contact center tech and how it improves the agent and customer experience. Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Part 2- State of the Contact Center 2022 with Shep Hyken 3 3 16 16 Part 2- State of the Contact Center 2022 with Shep Hyken bonus eb8c44af-132b-44d2-88cd-fcc7784be25f https://share.transistor.fm/s/c3b9bdec 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.

]]> Wed, 02 Nov 2022 05:00:00 -0500 Calabrio Calabrio 1331 Key findings from Calabrio's State of the Contact Center 2022 Report with Customer Service and Experience Expert Shep Hyken. Key findings from Calabrio's State of the Contact Center 2022 Report with Customer Service and Experience Expert Shep Hyken. Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No State of the Contact Center 2022 with Shep Hyken 3 3 16 16 State of the Contact Center 2022 with Shep Hyken full 5252fec3-c121-41fe-a168-50ad31f7f2c3 https://share.transistor.fm/s/36ed9544 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.

]]> Tue, 25 Oct 2022 05:00:00 -0500 Calabrio Calabrio 1032 Key findings from Calabrio's State of the Contact Center 2022 Report with Customer Service and Experience Expert Shep Hyken. Key findings from Calabrio's State of the Contact Center 2022 Report with Customer Service and Experience Expert Shep Hyken. Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Kathy Sobus of ConvergeOne - Employee Engagement and Quiet Quitting 3 3 15 15 Kathy Sobus of ConvergeOne - Employee Engagement and Quiet Quitting full 486ba787-775f-4e73-8545-5ff0639ebd39 https://share.transistor.fm/s/e3a5ac6e 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/

]]> 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/

]]> Tue, 18 Oct 2022 05:15:00 -0500 Calabrio Calabrio 2076 Kathy and Dave discuss the latest details on Quiet Quitting and how engaging your employees can make the difference. Kathy and Dave discuss the latest details on Quiet Quitting and how engaging your employees can make the difference. Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Addressing the Challenges of Modern Contact Centers with Cisco and Calabrio 3 3 14 14 Addressing the Challenges of Modern Contact Centers with Cisco and Calabrio full b7bff09c-48d1-49fa-afef-ab415bc02210 https://share.transistor.fm/s/9f884e20 Mon, 03 Oct 2022 05:43:00 -0500 Calabrio Calabrio 2538 How is music from David Bowie, Steely Dan and the Who related to the contact center? Find out by joining Dave Hoekstra and Zack Taylor from Cisco to learn how the contact center overcomes current challenges they face in the contact center. How is music from David Bowie, Steely Dan and the Who related to the contact center? Find out by joining Dave Hoekstra and Zack Taylor from Cisco to learn how the contact center overcomes current challenges they face in the contact center. Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Preference-Based Scheduling with Ashley Snow 3 3 13 13 Preference-Based Scheduling with Ashley Snow full e02c477d-14be-471c-8da0-d731c58e20e5 https://share.transistor.fm/s/8bf2b16e 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!

]]> 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!

]]> Mon, 08 Aug 2022 05:39:00 -0500 Calabrio Calabrio 1769 Join Dave Hoekstra as he discusses the benefits of preference-based scheduling with Ashley Snow, the Resource Management Consultant at Alliant Energy. Join Dave Hoekstra as he discusses the benefits of preference-based scheduling with Ashley Snow, the Resource Management Consultant at Alliant Energy. Contact Center, WFM, Scheduling, Preferences No Juanita Coley - That WFM Girl discusses WFM and her career 3 3 12 12 Juanita Coley - That WFM Girl discusses WFM and her career full 787c2038-a7f8-47b5-a85c-e32a0fc5e9e2 https://share.transistor.fm/s/01632a99 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!

]]> 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!

]]> Tue, 21 Jun 2022 05:00:00 -0500 Calabrio Calabrio 1995 An open and honest discussion about Juanita's life, career and trajectory with WFM and Contact Centers. An open and honest discussion about Juanita's life, career and trajectory with WFM and Contact Centers. WFM, Workforce Management, Call Center, Contact Center No Calabrio and Webhelp Anywhere - Reimagining CX for a Competitive Advantage 3 3 11 11 Calabrio and Webhelp Anywhere - Reimagining CX for a Competitive Advantage full 2acd0c7e-c455-4a3e-afe0-334f08ec41f0 https://share.transistor.fm/s/c3d1faa1 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 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!

]]> Wed, 18 May 2022 05:20:00 -0500 Calabrio Calabrio 2033 With Sandrine Asseraf from Webhelp - How reimagining your CX process could lead to a large competitive advantage. With Sandrine Asseraf from Webhelp - How reimagining your CX process could lead to a large competitive advantage. Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Information Security with Calabrio's Security Experts 3 3 10 10 Information Security with Calabrio's Security Experts full 5aa4501f-787a-4d29-acd4-4230d52d57e2 https://share.transistor.fm/s/26fda123 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.

]]> 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.

]]> Mon, 11 Apr 2022 10:46:41 -0500 Calabrio Calabrio 1841 What can you and your organization do to prevent security breaches? Calabrio's security experts weigh in on simple practices to ensure data security. What can you and your organization do to prevent security breaches? Calabrio's security experts weigh in on simple practices to ensure data security. Information Security No Datagamz - The Impact of Employee Engagement on CX with Kunal Rahalkar 3 3 9 9 Datagamz - The Impact of Employee Engagement on CX with Kunal Rahalkar full a7a84932-6cfa-4ab0-9618-b4bfa51390a9 https://share.transistor.fm/s/c25afdaf 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. 

]]> 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. 

]]> Thu, 17 Feb 2022 04:00:00 -0600 Calabrio Calabrio 2606 Dave talks to Kunal Rahalkar of Datagamz about the impact of employee engagement on CX. Dave talks to Kunal Rahalkar of Datagamz about the impact of employee engagement on CX. Employee Engagement, Contact Centers, Performance Management No Clare Muscutt - Founder and CEO of Women in CX 3 3 8 8 Clare Muscutt - Founder and CEO of Women in CX full 1b6e2f4e-6092-4c2d-9b79-95629b6ffad3 https://share.transistor.fm/s/06dc11bc 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!

]]> 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!

]]> Tue, 18 Jan 2022 03:00:00 -0600 Calabrio Calabrio 2020 Join Calabrio as we talk with Clare about the role of technology in CX, and why the current approach may not be working. Join Calabrio as we talk with Clare about the role of technology in CX, and why the current approach may not be working. Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No PCI Pal - Are you PCI Compliant? 3 3 7 7 PCI Pal - Are you PCI Compliant? full 0e4e2c87-ffe0-4e95-ba9f-e80ef52741ae https://share.transistor.fm/s/770d8c91 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.  

]]> 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.  

]]> Mon, 29 Nov 2021 05:00:00 -0600 Calabrio Calabrio 1774 A conversation with Darren Gill of PCI Pal about what PCI is, how to be PCI compliant, and how PCI Pal can help your organization remove payment liability when having to deal with credit card transactions. A conversation with Darren Gill of PCI Pal about what PCI is, how to be PCI compliant, and how PCI Pal can help your organization remove payment liability when having to deal with credit card transactions. Contact Center, PCI, PCI Compliance, Payment Card Industry No Calabrio Working Smarter Trailer 3 3 Calabrio Working Smarter Trailer trailer 982eb5df-5b50-46b7-af33-f0ec7b0c2a5a https://share.transistor.fm/s/5deaa963 Welcome to Calabrio's Working Smarter Podcast!

]]> Welcome to Calabrio's Working Smarter Podcast!

]]> Wed, 10 Nov 2021 14:28:55 -0600 Calabrio Calabrio 33 Who we are, and why we do it! Who we are, and why we do it! Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Agent Well Being - How do our agents feel? 3 3 6 6 Agent Well Being - How do our agents feel? full Buzzsprout-9347877 https://share.transistor.fm/s/7e385d62 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/

]]> 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/

]]> Mon, 11 Oct 2021 08:00:00 -0500 Calabrio Calabrio 939 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/ 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 oper Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Katie Martell - Marketing Influencer - How to bridge the gap between Marketing and the Contact Center 3 3 5 5 Katie Martell - Marketing Influencer - How to bridge the gap between Marketing and the Contact Center full Buzzsprout-8851577 https://share.transistor.fm/s/8f296867 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!

]]> 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!

]]> Tue, 13 Jul 2021 05:00:00 -0500 Calabrio Calabrio 2443 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! 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-e Contact Center, Call Center, Marketing, Digital Marketing, KPI No Vicki Herrell - SWPP and QATC, helping WFM and QM Professionals Grow and Network 3 3 4 4 Vicki Herrell - SWPP and QATC, helping WFM and QM Professionals Grow and Network full Buzzsprout-8751102 https://share.transistor.fm/s/57c8cf5f 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

]]> 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

]]> Wed, 23 Jun 2021 15:00:00 -0500 Calabrio Calabrio 2329 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.orgswpp.orgcalabrio.com 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 Contact Center, Call Center, WFM, WEM, QA, QM, SWPP, QATC No John Weippert - Cummins - Forecasting for Gigantic Engines 3 3 3 3 John Weippert - Cummins - Forecasting for Gigantic Engines full Buzzsprout-8579350 https://share.transistor.fm/s/639cbce4 Cummins uses a unique forecasting method in Calabrio ONE that deserves some attention, so Dave talks with John Weippert about how to forecast for non-traditional interactions.  Cummins is able to save their customers huge amounts of money in providing a proactive service to their operations, and we are excited to hear all about it!

]]> Cummins uses a unique forecasting method in Calabrio ONE that deserves some attention, so Dave talks with John Weippert about how to forecast for non-traditional interactions.  Cummins is able to save their customers huge amounts of money in providing a proactive service to their operations, and we are excited to hear all about it!

]]> Tue, 25 May 2021 05:00:00 -0500 Calabrio Calabrio 1453 Cummins uses a unique forecasting method in Calabrio ONE that deserves some attention, so Dave talks with John Weippert about how to forecast for non-traditional interactions.  Cummins is able to save their customers huge amounts of money in providing a proactive service to their operations, and we are excited to hear all about it! Cummins uses a unique forecasting method in Calabrio ONE that deserves some attention, so Dave talks with John Weippert about how to forecast for non-traditional interactions.  Cummins is able to save their customers huge amounts of money in providing a p Contact Center, Call Center, Forecasting, WFM, Workforce Management, WFO, WEM No Kate Brouse with NTI - Helping Disabled Individuals Find Call Center Jobs 3 3 2 2 Kate Brouse with NTI - Helping Disabled Individuals Find Call Center Jobs full Buzzsprout-8450836 https://share.transistor.fm/s/5b0c266b Kate Brouse from NTI joins Dave Hoekstra to discuss the mission and history of NTI, an organization started to help disabled individuals find Call Center and remote working jobs.  

For more information, visit nticentral.org or stop by calabrio.com!


]]> Kate Brouse from NTI joins Dave Hoekstra to discuss the mission and history of NTI, an organization started to help disabled individuals find Call Center and remote working jobs.  

For more information, visit nticentral.org or stop by calabrio.com!


]]> Tue, 04 May 2021 06:00:00 -0500 Calabrio Calabrio 1831 Kate Brouse from NTI joins Dave Hoekstra to discuss the mission and history of NTI, an organization started to help disabled individuals find Call Center and remote working jobs.  For more information, visit nticentral.org or stop by calabrio.com! Kate Brouse from NTI joins Dave Hoekstra to discuss the mission and history of NTI, an organization started to help disabled individuals find Call Center and remote working jobs.  For more information, visit nticentral.org or stop by calabrio.com! Contact Center, Call Center, ADA, Disability No Michelle Bunch - Mental Health and Contact Center Employees 3 3 1 1 Michelle Bunch - Mental Health and Contact Center Employees full Buzzsprout-8321606 https://share.transistor.fm/s/41eaca0e Join us for an in-depth look at how contact center agents and employees struggle with mental health, stress and emotional issues.  We discuss strategies on how to prevent issues, how to deal with them when they happen, and how to promote the long term mental health of employees in a stress-inducing field.

]]> Join us for an in-depth look at how contact center agents and employees struggle with mental health, stress and emotional issues.  We discuss strategies on how to prevent issues, how to deal with them when they happen, and how to promote the long term mental health of employees in a stress-inducing field.

]]> Mon, 12 Apr 2021 15:00:00 -0500 Michelle Bunch Michelle Bunch 2522 Join us for an in-depth look at how contact center agents and employees struggle with mental health, stress and emotional issues.  We discuss strategies on how to prevent issues, how to deal with them when they happen, and how to promote the long term mental health of employees in a stress-inducing field. Join us for an in-depth look at how contact center agents and employees struggle with mental health, stress and emotional issues.  We discuss strategies on how to prevent issues, how to deal with them when they happen, and how to promote the long term men Mental Health, Contact Center, Call Center, WEM, WFO, WFM No Daneece Sheldon: Radial 2 2 4 4 Daneece Sheldon: Radial full Buzzsprout-4703687 https://share.transistor.fm/s/2a0df4bc For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you!  Daneece Sheldon is the Quality Supervisor for Radial and in this episode she walks us through, step-by-step, her process for utilizing her analytics toolkit to improve their customer service and add value for their clients.  If you currently have an analytics solution, or are looking to add these tools to your arsenal this is a must-listen episode!

]]> For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you!  Daneece Sheldon is the Quality Supervisor for Radial and in this episode she walks us through, step-by-step, her process for utilizing her analytics toolkit to improve their customer service and add value for their clients.  If you currently have an analytics solution, or are looking to add these tools to your arsenal this is a must-listen episode!

]]> Mon, 27 Jul 2020 01:00:00 -0500 Daneece Sheldon Daneece Sheldon 1840 For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you!  Daneece Sheldon is the Quality Supervisor for Radial and in this episode she walks us through, step-by-step, her process for utilizing her analytics toolkit to improve their customer service and add value for their clients.  If you currently have an analytics solution, or are looking to add these tools to your arsenal this is a must-listen episode! For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you!  Daneece Sheldon is the Quality Supervisor for Radial and in this episode she walks us through, step-by-step, her Contact Center, Customer Service, Calabrio, Customer Experience, Analytics, Workforce Engagement, Employee Engagement, Quality Management No Jim Burdick 2 2 3 3 Jim Burdick full Buzzsprout-4121258 https://share.transistor.fm/s/2086e017 In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health.  We focus our discussion on Workforce Management principles so this episode will be especially useful for those who focus on WFM.  We discuss overall WFM strategy, dealing with complex routing scenarios, WFM metrics, and we discuss a day in the life of a Workforce Planner in a complex healthcare environment.

]]> In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health.  We focus our discussion on Workforce Management principles so this episode will be especially useful for those who focus on WFM.  We discuss overall WFM strategy, dealing with complex routing scenarios, WFM metrics, and we discuss a day in the life of a Workforce Planner in a complex healthcare environment.

]]> Mon, 15 Jun 2020 01:00:00 -0500 Calabrio Calabrio 1673 In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health.  We focus our discussion on Workforce Management principles so this episode will be especially useful for those who focus on WFM.  We discuss overall WFM strategy, dealing with complex routing scenarios, WFM metrics, and we discuss a day in the life of a Workforce Planner in a complex healthcare environment. In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health.  We focus our discussion on Workforce Management principles so this episode will be especially useful for those who focus on WFM.  We discuss overall WFM strategy, dealin Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Brandon Caudle and Kenny Butler 2 2 2 2 Brandon Caudle and Kenny Butler full Buzzsprout-3773654 https://share.transistor.fm/s/b69e17ca In this episode we sit down with Brandon Caudle and Kenny Butler to discuss agent engagement strategies in the contact center.  These two gentlemen have a wealth of experience in the contact center and offer some greats insights and real-world tips on ways to engage your agents in a meaningful way in order to drive the best customer service possible.

]]> In this episode we sit down with Brandon Caudle and Kenny Butler to discuss agent engagement strategies in the contact center.  These two gentlemen have a wealth of experience in the contact center and offer some greats insights and real-world tips on ways to engage your agents in a meaningful way in order to drive the best customer service possible.

]]> Mon, 18 May 2020 01:00:00 -0500 Brandon Caudle and Kenny Butler Brandon Caudle and Kenny Butler 1995 In this episode we sit down with Brandon Caudle and Kenny Butler to discuss agent engagement strategies in the contact center.  These two gentlemen have a wealth of experience in the contact center and offer some greats insights and real-world tips on ways to engage your agents in a meaningful way in order to drive the best customer service possible. In this episode we sit down with Brandon Caudle and Kenny Butler to discuss agent engagement strategies in the contact center.  These two gentlemen have a wealth of experience in the contact center and offer some greats insights and real-world tips on way Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Paul Stockford - Contact Center Disruptors 2 2 1 1 Paul Stockford - Contact Center Disruptors full Buzzsprout-2903905 https://share.transistor.fm/s/5d7182a2 We are excited to be kicking off season 2 of the Working Smarter podcast by sitting down with Paul Stockford, founder and Chief Analyst at Saddletree Research.  Paul is one of the the leading voices in the Contact Center world and in this episode he shares some of his insights into potential disruptors to the marketplace.  From the new generations entering the workforce to emerging technologies, Paul covers a LOT of ground in this episode so sit back, relax, and settle in for one of our best episodes yet!

]]> We are excited to be kicking off season 2 of the Working Smarter podcast by sitting down with Paul Stockford, founder and Chief Analyst at Saddletree Research.  Paul is one of the the leading voices in the Contact Center world and in this episode he shares some of his insights into potential disruptors to the marketplace.  From the new generations entering the workforce to emerging technologies, Paul covers a LOT of ground in this episode so sit back, relax, and settle in for one of our best episodes yet!

]]> Mon, 09 Mar 2020 00:00:00 -0500 Calabrio Calabrio 2505 We are excited to be kicking off season 2 of the Working Smarter podcast by sitting down with Paul Stockford, founder and Chief Analyst at Saddletree Research.  Paul is one of the the leading voices in the Contact Center world and in this episode he shares some of his insights into potential disruptors to the marketplace.  From the new generations entering the workforce to emerging technologies, Paul covers a LOT of ground in this episode so sit back, relax, and settle in for one of our best episodes yet! We are excited to be kicking off season 2 of the Working Smarter podcast by sitting down with Paul Stockford, founder and Chief Analyst at Saddletree Research.  Paul is one of the the leading voices in the Contact Center world and in this episode he share Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Episode 5: Shep Hyken 1 1 5 5 Episode 5: Shep Hyken full Buzzsprout-2018913 https://share.transistor.fm/s/59a2da5b Our first in a series of episodes recorded at Calabrio's C3 2019 Conference from San Antonio.  Our first guest in this series is Shep Hyken, our keynote speaker at the kickoff of the conference.  Shep is the Chief Amazement Officer at Shepard Presentations, an award winning keynote speaker and New York times and Wall Street Journal best selling business author.  As one of the leading experts in the field of customer service and experience, Shep works with companies who want to build loyal relationships with their customers and employees.  In our conversation we talk about what world-class customer service really looks like, delivering moments of magic, and how important company culture is to being successful in the customer service world.

]]> Our first in a series of episodes recorded at Calabrio's C3 2019 Conference from San Antonio.  Our first guest in this series is Shep Hyken, our keynote speaker at the kickoff of the conference.  Shep is the Chief Amazement Officer at Shepard Presentations, an award winning keynote speaker and New York times and Wall Street Journal best selling business author.  As one of the leading experts in the field of customer service and experience, Shep works with companies who want to build loyal relationships with their customers and employees.  In our conversation we talk about what world-class customer service really looks like, delivering moments of magic, and how important company culture is to being successful in the customer service world.

]]> Mon, 11 Nov 2019 01:00:00 -0600 Shep Hyken Shep Hyken 1868 Our first in a series of episodes recorded at Calabrio's C3 2019 Conference from San Antonio.  Our first guest in this series is Shep Hyken, our keynote speaker at the kickoff of the conference.  Shep is the Chief Amazement Officer at Shepard Presentations, an award winning keynote speaker and New York times and Wall Street Journal best selling business author.  As one of the leading experts in the field of customer service and experience, Shep works with companies who want to build loyal relationships with their customers and employees.  In our conversation we talk about what world-class customer service really looks like, delivering moments of magic, and how important company culture is to being successful in the customer service world. Our first in a series of episodes recorded at Calabrio's C3 2019 Conference from San Antonio.  Our first guest in this series is Shep Hyken, our keynote speaker at the kickoff of the conference.  Shep is the Chief Amazement Officer at Shepard Presentation Shep Hyken, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Episode 4: Caryn Yurkstas from Paychex 1 1 4 4 Episode 4: Caryn Yurkstas from Paychex full Buzzsprout-1724884 https://share.transistor.fm/s/7c46b047 In this episode we sit down with Caryn Yurkstas, Senior WFM Analyst for Paychex.  Caryn started out as an agent in the Paychex contact center and has used this experience to bring new and innovative WFM processes into her organization.  She is well-respected in the contact center industry and was nominated for SWPP's WFM Professional of the Year in 2019.  In this episode we discuss the logistics and strategy surrounding corporate acquisitions and implementing a Workforce Management program in a new branch of the contact center.  There are some great takeaways and lessons to be learned from their experience!

]]> In this episode we sit down with Caryn Yurkstas, Senior WFM Analyst for Paychex.  Caryn started out as an agent in the Paychex contact center and has used this experience to bring new and innovative WFM processes into her organization.  She is well-respected in the contact center industry and was nominated for SWPP's WFM Professional of the Year in 2019.  In this episode we discuss the logistics and strategy surrounding corporate acquisitions and implementing a Workforce Management program in a new branch of the contact center.  There are some great takeaways and lessons to be learned from their experience!

]]> Tue, 17 Sep 2019 14:00:00 -0500 Caryn Yurkstas Caryn Yurkstas 1913 In this episode we sit down with Caryn Yurkstas, Senior WFM Analyst for Paychex.  Caryn started out as an agent in the Paychex contact center and has used this experience to bring new and innovative WFM processes into her organization.  She is well-respected in the contact center industry and was nominated for SWPP's WFM Professional of the Year in 2019.  In this episode we discuss the logistics and strategy surrounding corporate acquisitions and implementing a Workforce Management program in a new branch of the contact center.  There are some great takeaways and lessons to be learned from their experience! In this episode we sit down with Caryn Yurkstas, Senior WFM Analyst for Paychex.  Caryn started out as an agent in the Paychex contact center and has used this experience to bring new and innovative WFM processes into her organization.  She is well-respec Paychex, Caryn Yurkstas, Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Episode 3: Jim Tincher from Heart of the Customer 1 1 3 3 Episode 3: Jim Tincher from Heart of the Customer full Buzzsprout-1555738 https://share.transistor.fm/s/aa3d7a99 In this episode we discuss Customer Journey Mapping with Jim Tincher from Heart of the Customer.  Jim is passionate about Customer Journey Mapping and helping his clients understand their customers more intimately allowing them to deliver a better customer experience.  Join us as we discuss what your organization can do with a comprehensive Customer Journey Mapping exercise and the long-term value of such an endeavor.

]]> In this episode we discuss Customer Journey Mapping with Jim Tincher from Heart of the Customer.  Jim is passionate about Customer Journey Mapping and helping his clients understand their customers more intimately allowing them to deliver a better customer experience.  Join us as we discuss what your organization can do with a comprehensive Customer Journey Mapping exercise and the long-term value of such an endeavor.

]]> Mon, 19 Aug 2019 01:00:00 -0500 Jim Tincher Jim Tincher 1888 In this episode we discuss Customer Journey Mapping with Jim Tincher from Heart of the Customer.  Jim is passionate about Customer Journey Mapping and helping his clients understand their customers more intimately allowing them to deliver a better customer experience.  Join us as we discuss what your organization can do with a comprehensive Customer Journey Mapping exercise and the long-term value of such an endeavor. In this episode we discuss Customer Journey Mapping with Jim Tincher from Heart of the Customer.  Jim is passionate about Customer Journey Mapping and helping his clients understand their customers more intimately allowing them to deliver a better custome Heart of the Customer, Customer Journey, Customer Journey Mapping, Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Episode 2: Nicole Price from Radial 1 1 2 2 Episode 2: Nicole Price from Radial full Buzzsprout-1402642 https://share.transistor.fm/s/cc3c8a5f In this episode we are joined by Nicole Price, the Customer Experience Manager at Radial.  Nicole has an undeniable passion for the Contact Center industry and working to ensure the best possible experience for each and every client.  We talk about Nicole's history and what brought her to the industry before delving into her focus on achieving "The Effortless Experience" within her organization.  We also discuss some of the challenges and unique opportunities presented by working for a BPO organization that supports a multitude of different brands and how they use coaching to achieve the highest quality possible.

]]> In this episode we are joined by Nicole Price, the Customer Experience Manager at Radial.  Nicole has an undeniable passion for the Contact Center industry and working to ensure the best possible experience for each and every client.  We talk about Nicole's history and what brought her to the industry before delving into her focus on achieving "The Effortless Experience" within her organization.  We also discuss some of the challenges and unique opportunities presented by working for a BPO organization that supports a multitude of different brands and how they use coaching to achieve the highest quality possible.

]]> Mon, 15 Jul 2019 01:00:00 -0500 Nicole Price Nicole Price 1502 In this episode we are joined by Nicole Price, the Customer Experience Manager at Radial.  Nicole has an undeniable passion for the Contact Center industry and working to ensure the best possible experience for each and every client.  We talk about Nicole's history and what brought her to the industry before delving into her focus on achieving "The Effortless Experience" within her organization.  We also discuss some of the challenges and unique opportunities presented by working for a BPO organization that supports a multitude of different brands and how they use coaching to achieve the highest quality possible. In this episode we are joined by Nicole Price, the Customer Experience Manager at Radial.  Nicole has an undeniable passion for the Contact Center industry and working to ensure the best possible experience for each and every client.  We talk about Nicole Radial, Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Episode 1: Daniel Rio from Zovio 1 1 1 1 Episode 1: Daniel Rio from Zovio full Buzzsprout-1261388 https://share.transistor.fm/s/efc2454e In our first episode of the Working Smarter Podcast we visit with Daniel Rio from Zovio.  Daniel is the Contact Center Director for Zovio of brings a wealth of experience to the table as well as a clear passion for improving the customer experience.  We discuss contact center analytics and using data to tell a story in order to improve the customer experience. 

]]> In our first episode of the Working Smarter Podcast we visit with Daniel Rio from Zovio.  Daniel is the Contact Center Director for Zovio of brings a wealth of experience to the table as well as a clear passion for improving the customer experience.  We discuss contact center analytics and using data to tell a story in order to improve the customer experience. 

]]> Thu, 13 Jun 2019 08:00:00 -0500 Daniel Rio Daniel Rio 1407 In our first episode of the Working Smarter Podcast we visit with Daniel Rio from Zovio.  Daniel is the Contact Center Director for Zovio of brings a wealth of experience to the table as well as a clear passion for improving the customer experience.  We discuss contact center analytics and using data to tell a story in order to improve the customer experience.  In our first episode of the Working Smarter Podcast we visit with Daniel Rio from Zovio.  Daniel is the Contact Center Director for Zovio of brings a wealth of experience to the table as well as a clear passion for improving the customer experience.  We d Zovio, Business Intelligence, Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No Episode 0: Introduction and Welcome 1 1 1 1 Episode 0: Introduction and Welcome full Buzzsprout-1266440 https://share.transistor.fm/s/04567da6 In this episode I explain who I am and the purpose of this podcast and why you should tune in!

]]> In this episode I explain who I am and the purpose of this podcast and why you should tune in!

]]> Tue, 11 Jun 2019 15:00:00 -0500 Calabrio Calabrio 481 In this episode I explain who I am and the purpose of this podcast and why you should tune in! In this episode I explain who I am and the purpose of this podcast and why you should tune in! Contact Center, Customer Service, Calabrio, Customer Experience, Workforce Management, Workforce Engagement, Employee Engagement, Quality Management, Analytics No