Webinars

Change management has suddenly become a major priority. Is it baked into your contact center strategy? Watch the webinar to learn more.

Learn how people in the customer service and contact center world are dealing with the crisis while still managing a remote and on-site hybrid workforce in their companies.

The work-from-home contact center model has taken on new importance. Many companies are managing fully remote workforces for the first time, or even having to transition their contact center over to the cloud—fast. Watch to learn more.

Learn how you can shape your organizational expectations to guide future actions in times of unpredictability.

Learn about the Calabrio Innovation Center’s new solutions to support contact centers in this time of change.

Now, more than ever, you need to understand what your customers are going through. Your business’ objectives have likely changed dramatically, and your customers are looking for some form of stability right now.

Learn how AI and cloud-based technology is revolutionizing the contact center WFM market.

What does it take to create an agent scorecard that aligns employee goals with the goals of the company? Watch the webinar to learn more.

Protecting customer and employee’s personal information is a process that must be handled with care and continue to hold top priority.

Learn how to prepare technically for remote working using your Calabrio/Teleopti solutions.

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.

We’ve brought together a team of experts who shared real-world actionable advice on how to quickly (and successfully) implement a work-from-home migration.

If you’re interested in learning more about how to use analytics to respond to and manage a crisis, listen to our hosting an open forum webinar with some of our top experts.

Poor customer service costs U.S. companies $41 billion every year and you begin to understand why “customer experience” (CX) is a primary focus across our industry. Watch the webinar on demand to learn more.

Learn to unlock your customer-centric intelligence with Analytics capabilities.

Learn how to gain true insights into the customer journey using analytics to uncover issues and constantly refine your journey maps.

Learn how analytics can uncover insights in your contact center data.

Learn to leverage customer experiences and create impactful interactions at every touchpoint through innovative technology.

Watch and explore five specific recommendations for turning potential contact center burdens into customer-centric opportunities.

Watch the webinar on demand and learn modern and effective Workforce Management best practices from Calabrio’s Brad Snedeker.

Tune out the noise and hone in on the most valuable voice-of-the-customer insights with these best practices.

Prepare for the future of customer engagement by learning best practices for upgrading or migrating your WFO technology.

Learn about the results of a Calabrio survey of more than 1,000 agents in the U.S. and the U.K. about the key challenges facing contact center teams today.

The virtues of approaching WFM from an enterprise perspective enables you to quickly align your workforce with your workload and deliver a more consistent customer experience.

Watch the webinar and learn how your adherence policy carries in meeting goals and employee morale.

Watch this webinar to learn how to get your contact center data in the game and score a big ROI from your customer intelligence data.

Watch the webinar and learn to build a successful data strategy with WFM software.

How do you harness speech, text and desktop analytics to make data-driven decisions for your business? In this webinar, learn practical tips, use cases and success stories on how to use contact center analytics to boost your bottom line.

Learn why adding analytics can help you gain the intelligence needed to turn an average contact center into an exceptional one.

Leverage the latest analytics capabilities to understand your customers, identify issues and opportunities and drive smarter decision-making in the contact center and across the business.

Scheduling your workforce can be a complicated task. Watch this webinar on demand to learn what it takes to forecast effectively in a multi-channel, multi-skilled world.

Managing the staffing for a single-site contact center is daunting enough with skill-based routing and today’s multi-media interactions. Watch the webinar to learn more.

Learn in this webinar why taking your contact center technology to the cloud is no leap of faith.

Don’t let your cadenced reports bite back. Learn tips and tricks of creating and maintaining a healthy report system that will turn your business into a safe haven from zombie reports.

Watch this webinar to see an overview of Calabrio ONE V10.4, which includes 15 new enhancements and features. Plus, get an in-depth demo of one of the most exciting features of V10.4, Calabrio ONE’s Advanced Forecasting tool.

Teleperformance China accelerates its account implementation and streamlines its customer service processes with Teleopti WFM.

Learn how Calabrio ONE v11 is elevating the contact center and changing the way businesses like yours work.

Learn how to take your WFM strategy to the next level and eliminate these 5 common pain point to create a win-win environment for both managers and agents.

Learn about the history of speech analytics technology and the many benefits that customer analytics can provide across your organization.

This session will cover practical tips to help you create intelligence from your contact center data and share it across your organization.

Watch the second installation of the Scheduling School series and learn how an advanced WFM tool can make center life easier and scheduling more dynamic – along with tips and techniques on getting optimized schedules in an efficient way.

Learn how businesses can better tap into and use the reliable, unbiased voice of the customer (VoC) data collected by their contact centre.

See how listening to the voice of the customer, tracking key trends, and sharing that information enterprise-wide can be easy with proper tools.

Watch this webinar to learn how AI will become integrated within the contact center environments of the future.

Understanding what your customers are doing is hard enough, let alone trying to predict where they’re going. The answer: Journey Analytics.

In this webinar, you’ll learn how to partner with business leaders to review the risks and opportunities to achieving service goals, while also fulfilling the needs of your agents.

This third section of the Scheduling School series explores how to work with flexible schedules, part-timers, preference-based schedules and even firemen schedules.

Hear from WFM experts on where lie the biggest pitfalls when it comes to workforce management, as well as their tips and tricks for solving them.

Learn how smart customer service organizations are using today’s modern workforce optimization tools to adapt to new multichannel environments.

Watch this webinar on demand and learn 10 practical business use cases for having analytics in your contact center.