Calabrio product training
Calabrio Customer Connect (C3) is just around the corner! Check out the latest installment of our 2018 Speaker Spotlight series.
Ankur Shah, senior manager of operations analytics at LendingClub, will be sharing how to use Calabrio WFM to drive efficiencies in back office environments during C3 2018, September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville, TN.
Name:Â Ankur Shah
Company:Â LendingClub
Title:Â Senior Manager, Operations Analytics
Experience:Â 3 years with LendingClub, 13 years in analytics
Ankur: I’m looking forward to hearing about the new features in Data Explorer and predictive CSAT scores! I also want to meet other customers that have already transitioned to Calabrio Cloud and how they are using Data Explorer to build custom dashboards and derive insights.
Ankur: We use so many disparate systems to run our business that it can seem daunting to understand the inter-relationships between them. That’s where I come in. My team combines data across our contact center, workforce management and proprietary databases to build unified dashboards that our business partners can use to understand performance, derive insights and make informed decisions. I’m also passionate about building scalable analytics solutions that last the test of time, and finding answers to questions before the business has thought to ask them.
Ankur: The principles of workforce management in a contact center can be extended to other domains, including non-interactive customer facing roles–think document processing, underwriting or claims processing. At LendingClub, we have iterated through several approaches to arrive at a solution that works for our credit review team. We got here by conducting time study tests, modularizing workload and using Calabrio to treat those modules as virtual queues.
We would love to share our journey and ideas with you–hopefully you can find parallels in your own business and we can get new ideas from your experiences!
Ankur: Maroon 5 “Girls Like You.”
Calabrio’s annual user conference, Calabrio Customer Connect (C3), is two and a half days of in-depth learning and networking. Through dozens of breakout sessions and roundtable discussions, attendees will learn from experts spanning industries. Share best practices and lessons learned with your peers. Speak with Calabrio executives and technical experts to get more value from your investment in Calabrio solutions and to provide feedback for future products.
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian.
We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching.
Only Calabrio ONE unites workforce optimization (WFO), agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
For customers and partners.