Webinars on Demand - Calabrio


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.

For contact center leaders and agents alike, the pressures to deliver exceptional customer experience in an evolving world of work are mounting. To rise to the challenge, contact center leaders are looking for smart workforce management tools that will enable them to get more out of their agents. We’ve been building powerful tools that will optimize the way you schedule, forecast change, manage your agents and more.

Sign up for this four-part webinar series and you’ll learn:

  • How NextGen WFM will empower and motivate your agents to perform at the top of their game
  • Which WFM core functionality will allow you to forecast change within your business
  • How the new and customizable scheduling module will benefit remote contact centers
  • Why the key functionality of Calabrio’s WFM matters for you and your agents

Attend each one and be entered in our drawing to win a brand new e-Bike, the Townie Go! 7D.

How to Embrace the Evolved World of Work

On Demand
How to Use Analytics to Manage and Respond to Crisis

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?

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

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.

Flexible Scheduling in the Workplace

Watch this webinar to learn how to improve schedule efficiency through flexible schedules within your contact center.

Gamification and the Next Generation Contact Center

Learn how contact centers are using gamification to addressing such issues as agent turnover, job satisfaction, and career development in order to better retain Millenial agents.

The Future of Retailing and the Real Value of a Meaningful Interaction

Join Calabrio and Infinite Green for a discussion about the business value created by designing and executing quality omni-channel interactions.

The Art and Science of Motivating the Contact Center

Listen to several different motivational theories and dozens of ideas and case studies about what’s working well in other call centers to keep the staff motivated and happy.

Using Sentiment Analysis to Achieve Your Business Goals

Watch the webinar and see how CXTech innovations can drive Customer Experience success – for your customers and your business.

Leveraging the Contact Center to Help Customers Embrace Change

Learn how new contact center technologies can help you reduce confusion and create positive customer experiences that lead to top line growth.

Measuring CX 101

When we take the time to measure the customer journey we end up achieving both our goals and our customers goal. Watch our on-demand webinar Measuring CX 101 to learn when and how to measure CX to optimize your customer journey.

What You Need to Know About Modern Multichannel Analytics

Watch this webinar with Forrester analyst Ian Jacobs to learn how contact centers are using managed analytics services to gather customer insights.

Scheduling School – Understanding the Core Concepts of Scheduling

This first installation of Scheduling School examines why WFM is a key piece in any customer service team’s planning process.

Analytics and Business Intelligence

Learn strategies to effectively communicate the importance of business intelligence in the contact center.

Top Strategies for Customer Service Optimization

Ensure you’re making the best use of agents’ skills and time to meet dynamic customer and business demands.

Scheduling School – How Scheduling Fits into Contact Centers’ Business Strategies

This recorded webinar-class moves away from the actual scheduling process to what scheduling means for the contact center and the company’s bigger picture.

4 Contact Center Predictions

Watch this webinar and kick your 2019 off strong by keeping these 4 things in mind while optimizing your contact center.

Creating Actionable Insight from MultiChannel Customer Feedback

In this webinar on demand, learn how multi-channel analytics can help you better understand and optimize all the steps of your customer journey.

C3 2019 – Ignite Your Expereince

Watch the webinar and hear why Calabrio Customer Connect is the must-attend event for discovering new ideas to improve your contact center.

  • Topics

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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.

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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.

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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.


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.


March 23, 2020

Unlock Customer-Centric Intelligence

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


March 13, 2020

Dynamic Bidding

Learn how Dynamic Bidding helps organizations overcome their scheduling challenges.


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.


February 28, 2020

The Beginner’s Guide to Analytics

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


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.


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



April 17, 2019

Business Analytics Change Report Infographic

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


November 28, 2018

The Contact Center Agent of Tomorrow

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


August 14, 2018


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


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.


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.


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.

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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.

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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.


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