Webinars

This second installment of our webinar series, focusing on performance metrics and quality performance, is all about developing and growing your contact centre agents.

Automated WFM Solution Enables Cazoo to Handle tens of Thousands of Voice Calls and Live Chat Conversations a Month as Contact Centre Workforce Doubles in Size

New analytics tools turn the manual process into a smart, automated one, allowing you to examine 100% of your customer interactions.

Solid demand forecasting and having the correct headcount is the bedrock of any high performing organization. Get it right, and you are ready to win. Get it wrong, you risk your customers, staff, and profit margins.

The best performance management solutions offer a simple, holistic and intelligent approach to tracking performance, fueled by analytics.

How are you preparing to make the switch to cloud? Watch the webinar to learn what experts recommend.

Every generation brings to the workplace a set of overarching characteristics that are shaped by the events and cultural norms of its day. What has worked for employees of past time may not meet the same needs for the current workforce of today – of which Generation Z makes up nearly 25%.

It’s never been more important for a business to get closer to their customers, understand their needs, and deliver outstanding customer experiences (CX). Buyers expect organisations to put the customer at the centre of everything they do.

Join Calabrio in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience.

Gamification doesn’t have to be complicated, but it certainly can create huge gains in the contact centre.

Our 2021 state of the contact centre survey dives deep into what’s next in this new, cloud-smart era. Watch the webinar on-demand to learn more.

Join this session to hear a wealth of advice and practical tips built up from many years’ experience working with high-profile organisations all around the globe.

I webinariet kommer vi fokusera på Quality Management som ger användare av Calabrio One en ny snyggare och enklare möjlighet att välja ut, lyssna och bedöma samtal och interaktioner integrerat med resten av Calabrio One.

Moving to a cloud contact centre can prove valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth. Watch to learn more.

Recent times have brought a lot of professional changes, with these changes came a heavy focus on ensuring employee satisfaction and engagement, but what about the managers? Watch the webinar to learn more.

Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact centre platform. Learn more from the webinar on-demand.

The shift to remote work, rise of the cloud and development of customer expectations, among many other factors, means that in 2021, each stage of an agent’s journey with your organisation must be re-evaluated. Watch the webinar to learn more.

Listen to customer experience expert Hussein Kamel as he shares his insights from extensive experience with some of the world’s most reputable customer centric organisations in this webinar on-demand.

The fight to achieve a market-leading customer experience (CX) is increasingly feeling like a maelstrom and many firms are struggling to keep up. Watch the webinar to learn more.

Many are embracing the perks of remote working, yet from needing time to oversee third-grade lessons to the potential pause on training, there are challenges for even the very best customer service agent. Watch to learn more.

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 centre’s service levels, your schedule must change on a dime. Watch the webinar to learn more.

Increase productivity and engagement in your contact centre 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 practises and tools must modernise to remain relevant. Watch the webinar to learn more.

Accurate, streamlined planning is the first step in ensuring your contact centre is ready for rapid growth and optimisation. Watch the webinar on-demand and learn more about scheduling in Calabrio’s NextGen WFM.

Speech analytics tools have proved invaluable for analysing the vast amounts of unstructured information pouring into a contact centre every day. Watch the webinar to learn more.

The contact centre 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 centre 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 organisation. Watch the webinar to learn more.

Gamification can be implemented in almost any situation, but using the right strategy for your contact centre 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 centres means many things to many people. Watch the Mitel event to learn more.

Many organisations have rapidly shifted from a physical contact centre 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 centre strategy? Watch the webinar to learn more.

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

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

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

Learn about the Calabrio Innovation Centre’s new solutions to support contact centres 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 revolutionising the contact centre 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.