In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.
Working Smarter: Presented by Calabrio
Claim This Podcastby Calabrio
5.0(7 reviews)
52 episodes
Updated Bi-weekly
Accepts GuestsHas Sponsors
36
Podcast Authority
BetaPoorBased on show quality, social media presence, reviews, charts, and more
Quality49
Social0
YouTube0
Engagement60
Podcast Overview
In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.
Language
🇺🇲
Publishing Since
6/11/2019
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36
Podcast Authority
BetaPoorBased on show quality, social media presence, reviews, charts, and more
Quality49
Social0
YouTube0
Engagement60
7
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2
Good Performance
10
Growth Opportunities
excellent
Episode Length
34 minutes
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3.0/5
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Every 50 days
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Recent Episodes
January 30, 2026
The Real-Time Awakening: How Hargreaves Lansdown Rebuilt Workforce Planning with Calabrio
<p>In this episode, Dave Hoekstra of Calabrio sits down with Jinesh Nair, Head of Service Planning & Performance at Hargreaves Lansdown, to discuss how one of the UK’s leading financial services organizations transformed its approach to workforce planning.</p><p>Jinesh shares how a 350-agent operation spanning 25 departments tackled declining schedule adherence, 43% shrinkage, and highly manual real-time management by building a service planning function from the ground up. With Calabrio at the center, the team introduced greater agent autonomy, meaningful adherence and performance KPIs, and a data-driven real-time approach that shifted planners from manual adjustments to proactive insights.</p><p>The results speak for themselves: schedule adherence increased from 82% to 91%, multiskilling became a strategic advantage, and the contact center evolved into a more resilient, connected part of the organization.</p><p>The conversation explores why investing in the right people and processes matters more than tools alone, and why Net Promoter Score remains the ultimate pulse of the organization, reflecting customer experience, brand, and revenue in a single metric.</p>
January 15, 2026
From AI to “Speed to Happiness”: Dan Eddie on Simplyhealth’s CX Transformation
<p>In this episode of Working Smarter, Dave Hoekstra speaks with <a href="https://www.linkedin.com/in/dan-eddie-6b26258/">Dan Eddie</a>, Customer Services Director at <a href="https://www.simplyhealth.co.uk/">Simplyhealth</a> - loyal Calabrio customer - about the evolution of customer service in the healthcare sector. Together, they explore Simplyhealth’s mission to improve access to healthcare in the UK, the shift from voice to digital contact channels, and how AI is being integrated to enhance the customer experience.</p><p>Dan shares practical insights on the importance of business readiness, employee satisfaction, and the real-world challenges of implementing AI in the contact center. The conversation highlights why having a clear purpose and strategy is essential when adopting new technologies, and how Simplyhealth’s focus on “Speed to Happiness” is shaping its CX transformation.</p>
December 16, 2025
AI, Performance, and the Modern Agent with Steve Morrell
<p>AI is saving contact centers time, but is it actually making life better for agents? In this episode of Working Smarter, Dave Hoekstra chats with Steve Morrell from ContactBabel about new research into agent burnout, the evolving role of the agent, and what really happens when productivity goes up but KPIs don’t change. From AI-powered self-service and agent assist to analytics that tell us why customers are calling, they explore whether time saved is being reinvested wisely, or quietly driving new pressures. The conversation also digs into manager empathy, agent empowerment, and why up to 25% of call time is still spent hunting for information, proving that the data is there, but we may be asking the wrong questions.</p>
52 total episodes available
Deep-dive analytics for Working Smarter: Presented by Calabrio
Frequently asked questions
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- What is Working Smarter: Presented by Calabrio?
- How often does this podcast release new episodes?
This podcast updates bi-weekly.
- Where can I listen to this podcast?
This podcast is available on 10 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
No, this podcast does not typically feature guests.
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