Webinars

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.

The contact center is changing fast—and Calabrio is building the smart, accurate tools you’ll need to more easily predict the ebbs and flows of contact volume. Watch the webinar to learn more.

Calabrio surveyed 300 contact center professionals from a broad range of industries across the U.S. and U.K. to find out what the evolving world of work will look like in their organization. Watch the webinar to learn more.

Gamification can be implemented in almost any situation, but using the right strategy for your contact center can make it much more effective. Watch the webinar to learn more.

Learn about the history of the Calabrio WFM platform and how we’re planning for the next-generation WFM platform.

Flexibility in contact centers means many things to many people. Watch the Mitel event to learn more.

Many organizations have rapidly shifted from a physical contact center to one where most, if not all of their team, is working from home. And many made the shift almost overnight.

In times of crisis, this is especially important. If your customers are concerned, anxious, or asking you to help them with a problem, it’s vital to ensure your agents have the right messaging in response.

CX is more important than ever during the current pandemic. Watch the webinar on-demand to learn more.

Jay Baer joins Calabrio for a special broadcast that compares and contrasts the primary feedback mechanisms and when they should be deployed.

Watch the webinar on-demand and learn how to build a performance management strategy that aligns with what customers, agents and businesses really need in today’s era.

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.