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Hybrid Workforce, Unified Intelligence: Turning Data into Action

Unlock the Power of Data to Drive Real Business Outcomes

The hybrid workforce (human + AI agents) is here to stay, and with it comes complexity: more channels, rising customer expectations, and dispersed teams. The challenge isn’t data access; it’s turning insight into action before performance and customer experience slip. 

AI is now a permanent part of customer service, so leaders must decide what AI handles, what requires humans, and how to continuously improve both. Metrigy found that 85.6% of companies already use AI and humans together, with AI-only resolution expected to rise.  

Join us to see how top teams move beyond fragmented, stitched-together views to unified intelligence where analytics, workflows, and transparent AI drive confident action without being limited by today’s tech stack or tomorrow’s changes. We’ll also show how Calabrio ONE with Omni Agent Intelligence turns a single, complete view into clear, actionable, strategic guidance. 

What You’ll Learn

The Hybrid Workforce Imperative:

How to optimize performance when human + AI agents share the work.

From Data to Action, Out of the Box:

Decision-ready insights without piecing together data across systems.

Transparent AI You Can Trust:

What “explainable” AI looks like and how it drives confident adoption and action.

Proven Use Cases + Outcomes:

Real examples improving experience, efficiency, and consistency. 

Register for Webinar

Wednesday, January 21

10 am ET | 3:00 pm GMT

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About the Speaker

Terri Kocon

Product Marketing Manager

Terri Kocon brings more than 20 years of experience in the contact center and Workforce Engagement Management…

Mary LaFosse

Strategic Principal Consultant

Some people speak the language of business. Others decode the DNA of customer interactions. Mary LaFosse? She …

Terri Kocon,
Product Marketing Manager

Terri Kocon brings more than 20 years of experience in the contact center and Workforce Engagement Management (WEM) industry, with a focus on product and channel marketing. At Calabrio, she helps customers and partners connect innovative workforce technologies to real world outcomes—improving operations, empowering teams, and driving better business results.

Mary LaFosse,
Strategic Principal Consultant

Some people speak the language of business. Others decode the DNA of customer interactions. Mary LaFosse? She orchestrates both into a symphony of operational excellence. With 27 years of transforming contact center operations, she’s the secret weapon Fortune 100 companies turn to when they need to turn conversation.