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
Service Level: How to avoid losing and deliver solid consistent performance, keeping your customers happy!
Join Calabrio’s Hussein Kamel as he discusses Service Level and how to secure solid service delivery over time.
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
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!
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
With customer interaction analytics, you can finally see the full picture of your customer experience.
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.
Watch part one of our Performance Management series, discussing how to create the engaged agent by using data to measure performance and ensure quality.
Watch the Calabrio Product Marketing and Product Knowledge teams for our Calabrio ONE release summary Webinar.
Here are three tips to help you lead your contact center with confidence and reduce everyone’s stress…
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.
What can you do to combat their stress at work? Here are 3 tips to improve agent workforce wellbeing.
In this webinar, learn about Calabrio’s self-scheduling solution to improve employee flexibility.
In this upcoming webinar, learn about Calabrio’s self-scheduling solution to improve employee flexibility.
In this upcoming webinar, learn performance coaching strategies to improve staff skills and improve employee development.
In this upcoming webinar, learn performance management strategies to improve staff skills and improve employee development.
See 12 use cases that show how to deliver value quickly and sustainably with interaction analytics.
Join international CX thought leader and global keynote speaker Clare Muscutt as she shares her human-centered-design philosophy.
The best performance management solutions offer a simple, holistic and intelligent approach to tracking performance, fueled by analytics.
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.
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.
Takisha Harper, workforce manager at TrialCard, explains how they use Calabrio on a day-to-day basis
Connect and elevate the modern enterprise with voice of the customer business intelligence
CX Today and Calabrio discuss the recent findings of the State of the Contact Centre report.
Calabrio WFM powers innovative Covid-19 monitoring app for patients at Europe’s largest public hospital.
Creative scheduling supports agents’ changing WFH needs while giving managers structure and predictability.
Analyzing hold times among new agents helps Thomson Reuters pinpoint training opportunities.
Calabrio’s Mary Moilanen talks with Katie Martell on the value of the connected enterprise.
Virtual Assistants are an increasingly important tool in effectively responding to urgent workforce pressures in the new normal.
Explain the benefit for the customer, in their own view point.
Resist the temptation to make cuts across the board.
The need for two elements of agility have become clear, one more general the other quite specific.
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.
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.
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.
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.
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.
Predictive analytics helps increase NPS by 19% in only two months despite call spikes during Covid-19
Creative speech analysis and apology training nearly halves call escalations while increasing agent satisfaction
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.
Learn about our customer’s unique approach to delivering proactive service solutions, both within and beyond the contact center.
How are you preparing to make the switch to cloud? Watch the webinar to learn what experts recommend.
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%.
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.
Gamification doesn’t have to be complicated, but it certainly can create huge gains in the contact center.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
When unpredictable changes impact your contact center’s service levels, your schedule must change on a dime. Watch the webinar to learn more.
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.
Quality management (QM) is essential for achieving these goals, yet QM practices and tools must modernize to remain relevant. Watch the webinar to learn more.
Accurate, streamlined planning is the first step in ensuring your contact center is ready for rapid growth and optimization. Watch the webinar on-demand and learn more about scheduling in Calabrio’s NextGen WFM.
Speech analytics tools have proved invaluable for analyzing the vast amounts of unstructured information pouring into a contact center every day. Watch the webinar to learn more.
