Webinar : Voice of the Agent

In recent years, the role of the contact centre agent has transformed significantly, becoming more complex, visible, and strategically essential. As enquiries pour in across multiple channels, agents face more pressure than ever to handle unpredictable and complex customer interactions. When agents are supported, empowered, and equipped with the right tools, they can deliver superior customer service, but the demands of today’s multiskilled, multichannel environment make it challenging to provide consistently empathetic and expert care.

Calabrio has also collaborated with Get Out of Wrap to hear directly from those on the front lines. Through surveying 530 contact centre agents from various European organisations, we gathered valuable insights into the “Voice of the Agent,” aiming to uncover the true nature of daily work life and how industry improvements—like better tools, hybrid working models, and more autonomy—are impacting agents’ motivation and empowerment. Join our upcoming webinar with Ed Creasey, VP of Sales Engineering at Calabrio and learn what agents need to feel proud and engaged in their roles.

Ed will showcase how Calabrio’s Quality Management and Analytics tools, enhanced by AI, can transform training and coaching with data-driven insights. Learn how Calabrio Workforce Management optimises forecasting and staffing for seasonal and dynamic needs, ensuring your team is always prepared.

In this webinar, you’ll learn: