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.

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

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?

Consumer Needs vs Contact Center Beliefs

Join our webinar to learn about the results of Calabrio’s 2022 State of the Contact Center research—and create an action plan for what contact centers need to do next for true brand guardianship.

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.

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.

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

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.

Inner Circle Guide to Customer Interaction Analytics – UK

What business issues are customer interaction analytics currently solving? Read and learn how analytics affects the customer experience.

Contact Babel – The UK Customer Decision Makers’ Guide 2019-20

A recent survey of senior customer experience (CX) and customer contact professionals uncovers top priorities in handling the ever-changing CX environment for 2019-2020.

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