Increased Competetiveness – Balanced Staffing | Calabrio

Increased Competitiveness – Balanced Staffing

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Learning about the Webinar

Competition for customers and employees is increasing. We commissioned surveys to understand what happens in contact centers. We also learn a lot from our daily work with our customers. That’s why we’ve put together a series of three webinars where we share what we’ve learned. We will also describe what conclusions we have drawn regarding this and how we have developed our tools to support development.

The webinars will tackle three key processes; the development of employees, optimized (balanced) staffing, and decision-making based on what consumers actually write and say in their meetings with suppliers.

This first webinar will focus on how staff planning solves the balance between optimized customer service and satisfied coworkers. This is a well-established theme in the contact center industry, so we will focus on what is new in the WFM, and share thoughts on what trends we see emerging in the future.

In this webinar we will discuss:

  • How are our agents feeling?
  • Identifying the need for development
  • Fact-based coaching

Register below for the chance to listen and ask questions regarding the development of your contact center!

Mohamed Moussa,

Regional Sales Director, Calabrio

With more than 15 years of experience in the MEA region, for the last six years, Mohamed has been with Calabrio leading the MEA region’s commercial expansion. Before joining Calabrio, Mohamed spent 10 years helping companies to achieve their digital transformation and cloud migration strategies.


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