Videos & Webinars - Calabrio

Webinar & Video Center

Calabrio’s deep library of webinars and videos —available right when you want them. Hear from Calabrio experts and industry thought leaders in informative webinars, engaging webcasts and dynamic roundtables.

Upcoming Webinars

Becoming an Influencer in Workforce Management

Please join us as we discuss how to grow your realm of influence in your organization and how our workforce management platform can help you achieve faster growth.

Managing a Remote Contact Center Webinar Series


On Demand
Customer Panel: Lessons Learned After Shifting to a Remote Workforce

On Demand
Managing Change in the New Reality

On Demand
Resources to help remote work actually work

On Demand
Forecasting and Scheduling in the New Frontier

On Demand
A Successful CX Strategy Starts with Empathy

On Demand
The Do’s and Don’ts of Creating Agent Scorecards

On Demand
Best Practices for Keeping Remote Employees Engaged

On Demand
Delivering Great Customer Experience in a Work-From-Home Environment

On Demand
Rapidly Moving to a Work-from-Home Model in Your Contact Center

On Demand
How to Use Analytics to Manage and Respond to Crisis

On Demand
Navigating Data Security and Compliance in a Remote Workplace

On Demand
Which of the 4 Types of Customer Feedback Should You be Using?

Videos & Webinars On-Demand


2022 – True-Cloud Solutions – What Are They and Why They Matter

There may seem like an overwhelming number of new and established cloud solutions to consider. But not all cloud solutions are created equal!

Cazoo’s Route to Increased Agent Productivity & Happiness with Calabrio WFM

Automated WFM Solution Enables Cazoo to Handle tens of Thousands of Voice Calls and Live Chat Conversations a Month as Contact Centre Workforce Doubles in Size

Service Level: How to avoid losing and deliver solid consistent performance, keeping your customers happy!

Watch Calabrio’s Hussein Kamel as he discusses Service Level and how to secure solid service delivery over time.

Calabrio Speech Analytics – The Power of One

With customer interaction analytics, you can finally see the full picture of your customer experience.

Forrester Insights: Implementing a Future-Fit Global Workforce Strategy

Listen to Vasupradha Srinivasan, Senior Analyst at Forrester, and lead author of The Forrester Wave™: Workforce Optimization Platforms, Q4 2021, for interesting insights on market trends, challenges, and Forrester recommendations to implement a future-fit global workforce strategy.

Creating the Engaged Agent

Watch part one of our Performance Management series, discussing how to create the engaged agent by using data to measure performance and ensure quality.

What’s New with Calabrio ONE?

Watch the Calabrio Product Marketing and Product Knowledge teams for our Calabrio ONE release summary Webinar.

CX Leadership Wellbeing: Tips for Recovery

Here are three tips to help you lead your contact center with confidence and reduce everyone’s stress…

Operations & Management Wellbeing: Tips for Recovery

3 tips to help to ease your stress and drive success with tools that improve your support of agents, and make your operations more flexible.

Agent Wellbeing: Tips for Recovery

What can you do to combat their stress at work? Here are 3 tips to improve agent workforce wellbeing.

Self-Scheduling: Delivering an employee-centric scheduling solution

In this webinar, learn about Calabrio’s self-scheduling solution to improve employee flexibility.

Forecasting is everyone’s job

In this upcoming webinar, learn about Calabrio’s self-scheduling solution to improve employee flexibility.

The Beginners Guide to Performance Coaching

In this upcoming webinar, learn performance coaching strategies to improve staff skills and improve employee development.

Webinar: Performance Management: Boost your Staff Skills to Improve Customer Experiences

In this upcoming webinar, learn performance management strategies to improve staff skills and improve employee development.

Killer Apps for Speech and Text Analytics

See 12 use cases that show how to deliver value quickly and sustainably with interaction analytics.

Enhancing Customer and Employee Experiences

Join international CX thought leader and global keynote speaker Clare Muscutt as she shares her human-centered-design philosophy.

Performance Management for a Hybrid, Human-Driven Workforce

The best performance management solutions offer a simple, holistic and intelligent approach to tracking performance, fueled by analytics.

What Does it Take to Keep Great Agents: Key Takeaways from the 2021 Health of the Contact Center

Join our expert panel, featuring customer experience extraordinaire Shep Hyken, to uncover insights from Calabrio’s 2021 original research on agent well-being and the health of the contact center.

Watch: How Rackspace boosts customer experiences with Amazon Connect and Calabrio

See how Calabrio leveraged Amazon Connect to help Rackspace, a cloud computing company, manage their remote workforce to identify non-value-added work and enhance their customers’ journey.

Customer Story: TrialCard

Takisha Harper, workforce manager at TrialCard, explains how they use Calabrio on a day-to-day basis

Enterprise CXI for Marketers

Connect and elevate the modern enterprise with voice of the customer business intelligence

The State of the Contact Centre

CX Today and Calabrio discuss the recent findings of the State of the Contact Centre report.

Webhelp Customer Story

Calabrio WFM powers innovative Covid-19 monitoring app for patients at Europe’s largest public hospital.

Patagonia Customer Story

Creative scheduling supports agents’ changing WFH needs while giving managers structure and predictability.

Thomson Reuters Customer Story

Analyzing hold times among new agents helps Thomson Reuters pinpoint training opportunities.

5 Tips to Becoming a Connected Enterprise – Tip 4

Start with leadership, and focus on results

5 Tips to Becoming a Connected Enterprise – Tip 2

Gain insights from every customer interaction

5 Tips to Becoming a Connected Enterprise – Tip 1

Meet your customers where they are

Close the Gap: Mary Moilanen

Calabrio’s Mary Moilanen talks with Katie Martell on the value of the connected enterprise.

Why virtual assistants drive next-gen workforce experiences

Virtual Assistants are an increasingly important tool in effectively responding to urgent workforce pressures in the new normal.

The Evolving World of Work: Mike Aoki

Explain the benefit for the customer, in their own view point.

The Evolving World of Work: Adrian Swinscoe

Resist the temptation to make cuts across the board.

The Evolving World of Work: Sheila McGee-Smith

The need for two elements of agility have become clear, one more general the other quite specific.

Defining the Connected Enterprise

Moving to the cloud is no longer optional. Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact center platform.

TrialCard Testimonial

Moving to the cloud is no longer optional. Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact center platform.

Close the Gap: David Flores

Moving to the cloud is no longer optional. Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact center platform.

Why cloud? It’s the expectation

Moving to the cloud is no longer optional. Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact center platform.

Close the Gap: Alison Rodney

Some great advice for closing the gap and proving the value of a contact center to the rest of the business. It’s a two-way street towards a connected enterprise.

ICCU Customer Story

Predictive analytics helps increase NPS by 19% in only two months despite call spikes during Covid-19

Bluegrass Cellular Customer Story

Creative speech analysis and apology training nearly halves call escalations while increasing agent satisfaction

Watch: Back to School: (Flexible) Scheduling 101

As many organizations are returning to the office and families are preparing to send their kids back to school, people are looking for more flexibility and work/life balance than ever before.

Watch: A Proactive Approach to Forecasting Beyond the Contact Center

Learn about our customer’s unique approach to delivering proactive service solutions, both within and beyond the contact center.

Watch: Cloud is coming: Are you ready?

How are you preparing to make the switch to cloud? Watch the webinar to learn what experts recommend.

How Generation Z Employees Will Save the World

Every generation brings to the workplace a set of overarching characteristics that are shaped by the events and cultural norms of its day. What has worked for employees of past time may not meet the same needs for the current workforce of today – of which Generation Z makes up nearly 25%.

Close the Gap: 9 Ways to Connect the Enterprise with VoC Insights

It’s never been more important for a business to get closer to their customers, understand their needs, and deliver outstanding customer experiences (CX). Buyers expect organizations to put the customer at the center of everything they do.

Leading a Successful Gamification Program

Gamification doesn’t have to be complicated, but it certainly can create huge gains in the contact center.

Fika and Learn! Using Data to Plan as Our Working World Continues to Evolve

We know that the global pandemic shifted consumers away from traditional channels to a digital world with remote customer service staff. Data, Analytics, AI, and ML capabilities are all accelerating rapidly, as companies undergo digital transformations that keep customer experience and employee well-being in mind.

Expert Panel: Capitalizing on the state of the cloud contact center in 2021

Our 2021 state of the contact center survey dives deep into what’s next in this new, cloud-smart era. Watch the webinar on-demand to learn more.

Practical Business Intelligence – helping people drive value from data

Join this session to hear a wealth of advice and practical tips built up from many years’ experience working with high-profile organisations all around the globe.

Building a Cloud-First Approach to the Modern Contact Centre

Moving to a cloud contact center can prove valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth. Watch to learn more.

Hidden Challenges for Remote Employee Managers

Recent times have brought a lot of professional changes, with these changes came a heavy focus on ensuring employee satisfaction and engagement, but what about the managers? Watch the webinar to learn more.

Expert Panel: Empower your workforce with a smarter approach

The shift to remote work, rise of the cloud and development of customer expectations, among many other factors, means that in 2021, each stage of an agent’s journey with your organization must be re-evaluated. Watch the webinar to learn more.

The Two Secrets of Customer Engagement Success

Listen to customer experience expert Hussein Kamel as he shares his insights from extensive experience with some of the world’s most reputable customer centric organizations in this webinar on-demand.

Punk Rules for Customer Experience Leaders Coming Out of 2020

The fight to achieve a market-leading customer experience (CX) is increasingly feeling like a maelstrom and many firms are struggling to keep up. Watch the webinar to learn more.

A Happy Team Creates Happy Customers: A Success Guide for the New Era

Many are embracing the perks of remote working, yet from needing time to oversee third-grade lessons to the potential pause on training, there are challenges for even the very best customer service agent. Watch to learn more.

NextGen WFM – Ask us Anything!

You asked, we answered! Watch this webinar on-demand to hear the answers to the questions asked about our NextGen WFM by the product experts.

Intraday and Real-Time Adherence in Calabrio’s NextGen WFM

When unpredictable changes impact your contact center’s service levels, your schedule must change on a dime. Watch the webinar to learn more.

The Agent Experience in Calabrio’s NextGen WFM

Increase productivity and engagement in your contact center by giving your agents the freedom and responsibility they’ve been craving! Watch the webinar to learn more.

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