Podcasts
Understanding the Nuances of the Next Generation Contact Center Workforce
In this podcast, Kristen Jacobsen of Calabrio discusses…
The Basics of Web 2.0 in the Contact Center
In this podcast, Paul Stockford of Saddletree Research talks to Kristen Jacobsen, Director of Marketing at Calabrio, about the Web 2.0 framework in the contact center. More than just social media applications, Web 2.0 will revolutionize contact center applications in the future.
Calabrio and CRMXchange Series – Podcast 1
Justifying Speech Analytics One Step at a Time
In this podcast, we’ll talk about ways to use speech analytics to make quality monitoring and coaching more targeted and useful, as well as ways to identify important customer trends in a simple, practical way by viewing calls you may otherwise have overlooked in the quality process.
Calabrio and CRMXchange Series – Podcast 2
Getting the Right KPIs: Managing by the Numbers at Each Call Center Layer
In this podcast, we talk about who needs access to what statistics and ways to provide those to each person in a way that provides useful, actionable information. Hear about ways to provide practical dashboard information as well as how to drill down to the details to get information needed to impact individual and call center performance.
Calabrio and CRMXchange Series – Podcast 3
The Building Blocks of Workforce Management: Spreadsheets and Beyond
Whether you’re doing workforce management with spreadsheets or a high-end comprehensive tool, it’s important to get back to the basics when it comes to each of the workforce management steps. In this session you’ll learn how simplification of the process can yield improved results and more wide-spread adoption throughout the call center.
Calabrio and CRMXchange Series – Podcast 4
Best Practices for Quality Monitoring in Today’s Contact Center
In this session, you’ll learn about best practices for creating a monitoring policy, sampling calls, and designing a quality form and evaluation process that measures and reviews the right things to satisfy customers and meet enterprise goals.