Webinars on Demand - Calabrio

Webinars

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

Managing a Remote Contact Center Webinar Series

Few companies have been spared from this dramatic shift, but some have taken it as an opportunity to lead in an evolving world.

Join us on Thursday, May 28 at 10am ET / 3pm BST as three Calabrio customers share lessons learned and offer insights to help your organization.

Our customer panel, moderated by Calabrio’s Dave Hoekstra, will cover some of the following questions:

  • What were some of the major early challenges from the breakout of COVID-19?
  • How did these companies address those challenges and maintain strong customer service levels?
  • How can organizations capitalize and rethink their organizational structure, assuming that workforce managment has changed permanently?

May 27, 11AM ET / 8AM PT / 4PM BST
Which of the 4 Types of Customer Feedback Should You be Using?

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
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

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.

Join this 1-hour webinar to learn how to prepare technically for remote working using your contact center solutions, and perhaps more importantly how to ensure that your customers, people and processes are supported.

Available on Demand

Implement real-world actions to quickly shift your contact center to working from home.

Many of our customers are experiencing a significant increase in customer interactions, as well as new challenges associated with agents working remotely.

All Webinars

  • Topics

Managing Change in the New Reality

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

WFO in a post-crisis world

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.

Resources to Help Make Remote Work Actually Work

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.

Forecasting and Scheduling in the New Frontier

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

Boost Your Current Work Strategy with Solutions Delivered by the Calabrio Innovation Center

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

A Successful CX Strategy Starts with Empathy

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.

The Future of WFM: What’s Required

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

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

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.

Navigating Data Security and Compliance in a Remote Workplace

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

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

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

Best Practices for Keeping Remote Employees Engaged

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.

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

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.

How to Use Analytics to Manage and Respond to Crisis

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.

How to Rock Your ROXI

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.

Unlock Customer-Centric Intelligence

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

Customer Journey Analytics – The Key to Delivering the Best Possible Experience

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

The Beginner’s Guide to Analytics

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

Creating the Customer Experience Your Customers Want

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

5 Ways To Meaningfully Elevate Contact Center Performance

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

Best Practices for Workforce Management

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

Speech Analytics Best Practices & Pitfalls to Avoid

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

How to Plan a Successful WFO Migration

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

The Health of the Contact Center

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.

Best Practices in Workforce Management

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.

Setting Realistic Goals for Adherence

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

How to Score a Contact Center Intelligence Hat Trick

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.

Unlock Data Strategies: Why WFM is Key

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

3 Ways to Boost Your Bottom Line with Call Center Analytics

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.

Creating an Intelligent Contact Center for Competitive Advantage

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

Optimize Customer Experience with Actionable Data

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.

Forecasting: The Art of Smarter Scheduling

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.

Multi-Site Operations – Challenges and Options

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.

Are You Afraid of the Cloud?

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

Bring New Life to Your Contact Center

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.

Control and Flexibility with V10.4

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.

Infusing Digital CX with human intelligence

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

The New Look of Customer Experience Intelligence

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

Win-Win WFM: Best Practices Make Life Easy for Managers AND Agents

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.

Utilizing Customer Analytics Across the Organization

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

The Beginner’s Guide to the Intelligent Contact Center

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

Scheduling School – Getting to Grips with Scheduling Automation

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.

The Customer Data Too Often Overlooked by the C-Suite

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

Unleash the Voice of the Customer

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

Building the AI-Powered Customer Experience Center of the Future

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

Cracking the Code of Customer Obsession Through Customer Journey Analytics

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

Uplevel Your Staff Planning

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.

Scheduling School – Scheduling with Agents and Business in Mind

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

Top 10 Workforce Management Pitfalls (…and How to Solve Them!)

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.

How to Optimize Multichannel Support

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

The Top 10 Use Cases for Contact Center Analytics

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

  • Topics

Found 84 Results
Page 1 of 3

Managing Change in the New Reality


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

May 21, 2020


WFO in a post-crisis world


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.

May 20, 2020


Resources to Help Make Remote Work Actually Work


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.

May 14, 2020


Forecasting and Scheduling in the New Frontier


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

May 7, 2020


Boost Your Current Work Strategy with Solutions Delivered by the Calabrio Innovation Center


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

May 5, 2020


A Successful CX Strategy Starts with Empathy


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.

April 30, 2020


The Future of WFM: What’s Required


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

April 14, 2020


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


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.


Navigating Data Security and Compliance in a Remote Workplace


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

April 9, 2020


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


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

Tags:

April 8, 2020


Q&A for Using Analytics to Manage and Respond to Crisis


The core of analytics is trying to understand all the interactions that agents have with your customers. In times of crisis, this is especially important. Learn more insights from our recent webinar.

April 7, 2020


Best Practices for Keeping Remote Employees Engaged


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.

April 3, 2020


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


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.

Tags: ,

April 1, 2020


How to Use Analytics to Manage and Respond to Crisis


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.

Tags: ,


How to Rock Your ROXI


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.

Tags:

March 30, 2020


Q&A on the Rapid Shift to Work-from-Home Model for Contact Centers


We fielded dozens of questions from attendees of a webinar on work-from-home model (WFH) strategies for contact centers and have created this resource to address many of your concerns.

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March 23, 2020


Unlock Customer-Centric Intelligence


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

Tags:

March 13, 2020


Dynamic Bidding


Learn how Dynamic Bidding helps organizations overcome their scheduling challenges.

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March 4, 2020


Customer Journey Analytics – The Key to Delivering the Best Possible Experience


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

Tags:

February 28, 2020


The Beginner’s Guide to Analytics


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

Tags:

February 14, 2020


Intraday Dynamic Scheduling


Calabrio’s Intraday Dynamic Scheduling transforms the agent schedule selection process, resulting in fully staffed schedules that also meet the work-life balance requirements of your agents. Download to learn more.

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January 31, 2020


Calabrio One Overview


Discover how Calabrio ONE can help you provide better customer service with the strategic use of workforce optimization software.

Calabrio One Overview

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April 18, 2019


Healthcare


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April 17, 2019









Business Analytics Change Report Infographic


Learn 3 ironic truths about using data to drive business change using Analytics

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November 28, 2018


The Contact Center Agent of Tomorrow


Learn the 8 contrasting qualities contact center agents need to meet evolving demands

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August 14, 2018


WFO CLOUD COMPARISON


Find out about the top considerations for WFO in the cloud and how Calabrio ONE compares to other legacy workforce optimization vendors.

WFO Cloud Comparison

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April 13, 2018


Creating the Customer Experience Your Customers Want


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

Tags:

January 1, 2018


5 Ways To Meaningfully Elevate Contact Center Performance


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

Tags:


Best Practices for Workforce Management


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

Tags:


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