Calabrio Shorts is a fun-sized podcast that covers all sorts of topics around the contact center industry. No topic is off-limits as we cover frequently asked questions, industry trends and definitions, and yes, we will have fun doing it.
Shift Bids can be intimidating. If your organization is thinking about trying a shift bid, or have been doing them and looking to get better, this is the episode for you. Dave and Mark discuss the Pros and Cons of shift bidding, things to avoid, and things to pay attention to. We promise this is the most entertaining discussion on Shift Bids that you will ever hear!
27 Sept 2023
Treating Your Agents Like Adults by Empowering Them
Do you empower your agents to make their own decisions? Is your attrition where you want it to be? Let's talk about Agent Empowerment and how it can revolutionize your agent base. By letting them make decisions on their own schedules, it changes how you are viewed as a leader, as an employer, and as a mentor. Listen as Mark Beards talks about what it means to empower your agents, and how to treat them like adults.
3 Aug 2023
What is Shrinkage?
What is Shrinkage? A question that has been asked many, many times. Mark Beards, WFM Consultant at Calabrio and Dave Hoekstra attempt to break it all down. Answers to questions like, How do I define shrinkage? What should shrinkage include? What are the different types of shrinkage? Answers to all of that and more on the latest episode of Calabrio Shorts!
6 Apr 2023
Balancing Cost, Service Level and other KPI with Hussein Kamel
How do the pieces all fit? When talking about Service Level, ASA, CSAT and other KPI in your contact center, how do you balance those critical KPI with cost? Join Dave and Hussein Kamel, Strategic Consultant with Calabrio, as they discuss how to focus on multiple data points without causing all of the others to be affected.
14 Feb 2023
QM Calibrations- Definition and Best Practices
Listen in as DaNeece Sheldon, customer success manager at Calabrio gives out all of her QM Calibration secrets. Find out what is a calibration, why do we need calibrations and how can calibrations create fairness, build morale, keep the integrity of the process and more!
13 Feb 2023
How To Create Good QM Evaluation Questions
Changing evaluation questions can invalidate your contact center data. That is why creating great evaluation questions from the start is key.
Dave Hoekstra is joined by program enablement manager, Therese Fruth, to discuss how to create great questions. Therese Fruth has firsthand experience building a contact center from the ground up. She shares strategies on how many evaluation questions to include, examples of good and bad questions, as well as tips for keep the organizational goals top of mind.
18 Jan 2023
Tips for WFM Forecast Accuracy
WFM forecasting is the blending of science and art: It needs to be fluid as things are constantly changing within the contact center. The key to accurate forecast lies within historical data, skilled forecasters, and the willingness to adapt and change. In this episode, Dave and Matt reflect on finding the perfect formula for more accurate WFM forecasting.
21 Nov 2022
Callbacks & WFM
Callback solutions are great, but how to plan for a WFM-related strategy? Let's discuss...
13 Sept 2022
The Value of Part Time Agents
Airing a Super Bowl commercial, overwhelmed during open enrollment or just having large flexes in your contact center staffing? Adding part-time agents is for you! Listen to Dave Hoekstra and Brian Munoz chat about including part-time agents into your culture and the value that they can offer to your team!
22 Aug 2022
What is Service Level in a Contact Center?
A quick overview of what service level is and how it impacts a typical call center.
14 Jul 2022
What is Occupancy?
Definition of what Occupancy is, what it means, and how contact centers can use it as a goal.
23 May 2022
Recording Pause and Resume
Pause and Resume is a critical part of a contact center recording strategy, especially for those that handle payments. What is Pause and Resume, and how does it work in Calabrio ONE?
18 May 2022
What If Scenarios and Calabrio WFM
What are "What If" scenarios in Workforce Management? How does Calabrio WFM use What If scenarios? Everything you wanted to know and more!
2 May 2022
WFM Payroll Integrations - Europe
WFM Payroll integrations in Europe are different than in North America/US. A discussion on what is different and what to expect.
20 Apr 2022
What is AHT?
Definition and examples of what AHT, or Average Handle Time, means to contact centers.
28 Mar 2022
PTO and Payroll Integration in WFM
What is PTO and or Payroll Integration?
2 Mar 2022
Metadata
Everything (well, most everything) you would want to know about Metadata and how contact centers can use and benefit from it.
2 Mar 2022
Back Office
What is Back Office? What does Back Office mean in the contact center space? What should someone consider when looking for a back office solution?
12 Nov 2021
Calabrio Shorts Trailer
Calabrio Shorts is a fun-sized podcast about anything and everything contact centers!
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Apple Podcasts (US)
5.0 / 5
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Spotify
4.5 / 5
2 ratings
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