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Calabrio Academy

Your success is our success.

Welcome to the Calabrio Academy

The Calabrio Academy is our video self-service library. These videos offer engaging growth opportunities for the entire contact center community. Learning has never been easier. Check out how to achieve excellent customer service, how to build a better team, how to better understand your analytics and much more!

FEATURED VIDEO:

 

The Secret to Understanding Analytics

Our featured video comes from our Analytics for the Masses channel and explains the non-technical secret to understanding analytics and why it’s had such a rise in popularity.

Building a Better Team

Employee engagement is quickly becoming one of the fastest growing – and most important – areas within the contact center. What are you doing to make sure your agents are engaged? Build a Better Team is a place for leaders to learn how to create an environment that fosters growth of both individuals and the organization as a whole.

Why the One-on-One Meeting is Vital to Success

Whether you’re already holding one-on-one meetings, or you’re considering starting, here are tips to leverage one-on-one meetings for maximum effectiveness.

Coaching and Training Agents

Looking for ideas for on how to coach and train your agents? Watch this video to learn more.

Prioritizing Tasks Based on Importance and Urgency

You can be busy and still not get a whole lot done. The trick is figuring out what to focus on, what to schedule for later, and what to stop doing all together. Here’s a model that can help you figure out which is which.

Learning Beyond Lecture

Adult learners don’t learn well from lecture. See how to actively engage agents in the learning process using self-paced activities, group work, and on-the-job training.

The Customer Experience Help Desk

Customer Experience is something everyone -from the CEO to the newest hire- should be focused on. A positive customer experience is critical for your organization’s success. Learn tips and tricks of the trade you and your agents can put to work right away.

Avoid Alienating Your Customers by Avoiding Jargon

Customers don’t know the technical terms and industry concepts contact center agents know. Learn how to speak in a more understandable way.

How to Use Acknowledgement Statements

Learn about acknowledgement statements and how they help agents recognize customer emotions and build relationships.

The Confused Customer

Confused customers can take a toll on an agent’s patience. Watch this video to discover the best to ways to deal with them.

Apologizing Well

This video reveals the steps needed for agents to make an effective apology to an upset customer, without bad-mouthing the company or making the situation worse.

Analytics for the Masses

Big data and analytics are omnipresent. Don’t just marvel when it works; instead, understand it and give both you and your organization a leg up.  Analytics for the Masses is where our experts breakdown big data concepts into easy to comprehend bite-sized videos. Armed with the fundamentals, you’ll be better able to make data driven decisions. No prior analytics experience is needed.

One Quick Question: What is Metadata

Every other Thursday someone from the Innovation Design team helps make analytics and data consumable for all. This week we tackle the question what is metadata.

Enhancing Quality Management

How do you spot opportunities in your contact center?  Todd Marthaler from the Innovation Center team explains the most agile way to enhance quality management.

5 Ways to Spot Bad Data

With the rise of big data there are big errors are happening everywhere. Arm yourself with these 5 common data slip-ups so you can spot bad data.

The Secret to Understanding Analytics

You don’t need a team of data scientists to effectively run an analytics program. Learn the five most important traits to look for when hiring a data analyst.

You + Calabrio

Calabrio offers many technical solutions to help you do your job better but keeping up with them all is a challenge. Calabrio + You is a collection of examples of how Calabrio can help elevate your contact center to the center of customer and employee engagement for your organization. From how to use the entire suite, to best practices for success, to use cases and case studies, to creative suggestions on how to use Calabrio ONE – find it all here.

Calibrating Evaluators

While your Evaluators are evaluating Agents, who’s evaluating the Evaluators? Learn how Calabrio QM’s built-in Calibration function helps an organization do just that.

Creating a Quality Standards Definition Document

Learn how to create a Quality Standards Definition Document that will help your organization reach its goals.

Motivating and Rewarding Agents

Busted! See some of the unique ways Calabrio clients have developed to motivate and reward their agents!

Avoid Manually Managing Seasonal Staff with Dynamic Availability

Give employees the flexibility to choose when they want to work without increasing your administrative overhead.

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