For the first time, Skip Intro goes to The Paris Theater in Manhattan to sit down with Rebecca Ferguson who stars as Captain Olivia Walker in A HOUSE OF DYNAMITE . Directed by Oscar-winning Kathryn Bigelow, the film was screened this month at the historic 535-seat theater — NYC’s longest-running arthouse cinema. Ferguson shares what it was like to read the powerful script written by Noah Oppenheim and how working with Bigelow was unlike any other experience on set. The Mission Impossible actor also talks about jumping off the roof of the Vienna State Opera with Tom Cruise, Denis Villeneuve’s love of veils and jingle jangles in Dune , and teases Netflix’s upcoming Peaky Blinders movie with Cillian Murphy. Video episodes available on Still Watching Netflix YouTube Channel. Listen to more from Netflix Podcasts .…
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Daneece Sheldon: Radial
Manage episode 306029878 series 3001515
内容由Calabrio提供。所有播客内容（包括剧集、图形和播客描述）均由 Calabrio 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品，您可以按照此处概述的流程进行操作https://zh.player.fm/legal。
For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you! Daneece Sheldon is the Quality Supervisor for Radial and in this episode she walks us through, step-by-step, her process for utilizing her analytics toolkit to improve their customer service and add value for their clients. If you currently have an analytics solution, or are looking to add these tools to your arsenal this is a must-listen episode!
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分享Manage episode 306029878 series 3001515
内容由Calabrio提供。所有播客内容（包括剧集、图形和播客描述）均由 Calabrio 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品，您可以按照此处概述的流程进行操作https://zh.player.fm/legal。
For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you! Daneece Sheldon is the Quality Supervisor for Radial and in this episode she walks us through, step-by-step, her process for utilizing her analytics toolkit to improve their customer service and add value for their clients. If you currently have an analytics solution, or are looking to add these tools to your arsenal this is a must-listen episode!
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In the first episode of Women, Working Smarter , host Jennifer Docken (Product Marketing Manager, Calabrio) welcomes Ritu Maheshwari (VP of Product Management, Calabrio) to talk about her journey from engineering to product leadership. Ritu shares how mentors shaped her path, why building strong teams matters most, and what excites her about the future of AI in the contact center. From leadership lessons to the power of Excel, this episode is full of insights on how women are shaping customer experience today, and how AI and technology will help us all work smarter tomorrow.…
Get ready for an all-new series from Calabrio’s Working Smarter podcast! Hosted by Jennifer Docken, this series celebrates women leading the way in tech, contact centers, and customer service. In the preview episode, Jennifer teams up with Ritu Maheshwari from Calabrio to kick things off and share what’s to come.…
1 Big news - The Next Evolution of Contact Center WFM: Introducing Calabrio Workforce Intelligence 22:55
Hot off the press from Calabrio’s largest annual user conference, C3 in Dallas, comes the launch of Calabrio Workforce Intelligence - the next evolution of Workforce Management. With AI at the core, not bolted on, Calabrio Workforce Intelligence introduces capabilities like Predictive Actions, Agent Assist, and more to help organizations make smarter, proactive decisions at scale. In this episode, Magnus Geverts, VP of Product Marketing, explores the history of WFM and explains why Calabrio Workforce Intelligence is more than just an upgrade - it’s the evolution that outpaces change and redefines the future of the industry.…
Dan Smitley is a WFM Guru - You may have seen him posting Will Ferrell gifs on LinkedIn every Friday, but for this episode he joins Calabrio to talk about AI in WFM and how we might get real-world, practical uses out of AI and what that means to the average user. Topics include how WFM can benefit from AI, especially in the "Art vs. Science" front, and what we as humans need from AI assistants. Want to be a guest on the Calabrio podcast? Send us an email! dave.hoekstra@calabrio.com…
Ericc Whetstone joins the pod to talk about the importance of understanding what APIs can do for your contact center, use cases of great API development, and how important it is to have the skill set of API development available to a contact center staff. APIs are no longer just for the IT department. The more you understand how an API can be used, the more productivity savings and budget relief will be available to you.…
Spend a little time with the Amazon Web Services team as we talk about the future of reporting, especially around AI. How will AI help us find data faster? Listen and find out!
Working Smarter is joined by Martin Teasdale, the founder of Get out of Wrap, a UK-based podcast and consulting firm that specializes in contact centers...or is that centres? Martin talks about his career, the challenges of finding a vendor, and the Calabrio "Voice of the Agent" survey results that were recently published.…
Irina Hollatz stops by the podcast to explain what RightWFM does, and why it is important to challenge the norm. The discussions also leans towards how software development takes place, and how Calabrio approaches the multiple demands of creating dynamic software that people actually want to use.
Klaus Bang, otherwise known as the Danish WFM Ninja, shares his thoughts on a long career in WFM, his approach to determining a Service Level target, and how he used Calabrio WFM to consolidate several contact center practices into one.
Virtual Agents, Chatbots, Bots...whatever you call them, they need love too. Calabrio is excited to welcome Wysdom into the portfolio to help customers of any size make their bots better. How does it work? What kind of KPI can be delivered on your virtual agents? Join Tariq from Wysdom as we understand how conversational AI assists in making your virtual and human agents better at servicing your customers.…
Have you ever wanted to enable agent self-scheduling, but are afraid of the process? Never fear, Precious Bucher from Zappos is here. Precious covers in detail Zappos' agent scheduling process and how they have significantly reduced attrition in doing so. Spend some time as Precious also recounts her career and how she came to lead the scheduling team at Zappos.…
Bryce Ackerman from Roche Diagnostics joins Dave to discuss the role of WFM in CX, some of the biggest myths about WFM and how important honesty and transparency are when dealing with the workforce. Bryce shares some history of his journey in WFM and some of the life lessons he has learned along the way.…
Trent Ryan from Netflix joins the podcast to discuss how he got into WFM, what processes Netflix does well, and what he has learned over the years as the "key" to a sucessful WFM professional. Fresh off his nomination to SWPP's Workforce Management Professional of the Year, Trent gives great insight into how running the WFM practice for one of the most successful digital companies in the world.…
Join our discussion with Daniel Acosta, a healthcare workforce management expert, in an eye-opening journey through the world of Workforce Engagement Management (WEM) in healthcare. In this thought-provoking podcast, Daniel shares his expertise and insights on optimizing patient access centers, revolutionizing call menu strategies, and leveraging data-driven decision-making to improve patient outcomes. Discover how WEM can transform your organization, expand your limits, and redefine the impact of patient access centers in healthcare.…
With years of combined experience in WFM Management, this panel of experts dispenses wisdom and expertise on what to pay attention to when building a WFM team. Questions answered, amongst others, are: What is the proper ratio of WFM staff to agents? How does someone get into WFM and succeed? How to prep for a WFM interview and what pitfalls to watch out for? How to have tough conversations with operations staff? How to deal with the pain of change? and, most importantly, How do I get promoted in WFM?…
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Working Smarter: Presented by Calabrio
Does your organization understand PCI compliance? Are you PCI compliant? Join Dave and Darren Gill of PCI Pal as they discuss what PCI means, how to be PCI compliant, and what potential liability your organization may have if you aren't meeting the PCI standards.
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Working Smarter: Presented by Calabrio
Welcome to Calabrio's Working Smarter Podcast!
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Working Smarter: Presented by Calabrio
Rapid, transformative change swept the contact center over the last two years. Our State of the Contact Center Reports from 2020 and 2021 chronicled the shifts we’re all familiar with by now: the acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies that enable the agility to respond to whatever comes next. But, what about the agent’s point of view? With the “Great Resignation” (or “Great Reshuffling,” depending on how you look at it) sweeping across global labor forces, it’s a critical time to take the pulse of contact center agent’s attitudes toward their work and employers. Join Dave as he discusses key insights from the survey, with some pearls of wisdom along the way. The full survey report is available here: https://info.calabrio.com/agent-wellbeing-survey/…
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Working Smarter: Presented by Calabrio
1 Katie Martell - Marketing Influencer - How to bridge the gap between Marketing and the Contact Center 40:43
In this episode, Dave talks with Katie Martell about how Contact Centers and Marketing Departments can not only get along, but help each other accomplish their goals. Dave and Katie talk about: 1. How can the marketing department and customer service co-exist? 2. What is the fundamental role of marketing? 3. How has our understanding of the voice of the customer changed over the last 10 years? 4. How call center data makes marketing more effective, and vice versa. If your contact center struggles in communication with the marketing department, this episode is for you. In fact, send it to your Marketing leader and discuss!…
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Working Smarter: Presented by Calabrio
Vicki Herrell is the Executive Director of SWPP (Society of Workforce Planning Professionals) and QATC (Quality Assurance and Training Connection) and her goal is to help WFM and QM professionals grow and network. Join Dave as he talks to Vicki about the history of the organizations, how the events help call center pros expand their knowledge set, and have some fun at the same time! qatc.org swpp.org calabrio.com…
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Working Smarter: Presented by Calabrio
Cummins uses a unique forecasting method in Calabrio ONE that deserves some attention, so Dave talks with John Weippert about how to forecast for non-traditional interactions. Cummins is able to save their customers huge amounts of money in providing a proactive service to their operations, and we are excited to hear all about it!…
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Working Smarter: Presented by Calabrio
Kate Brouse from NTI joins Dave Hoekstra to discuss the mission and history of NTI, an organization started to help disabled individuals find Call Center and remote working jobs. For more information, visit nticentral.org or stop by calabrio.com!
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Working Smarter: Presented by Calabrio
Join us for an in-depth look at how contact center agents and employees struggle with mental health, stress and emotional issues. We discuss strategies on how to prevent issues, how to deal with them when they happen, and how to promote the long term mental health of employees in a stress-inducing field.…
For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you! Daneece Sheldon is the Quality Supervisor for Radial and in this episode she walks us through, step-by-step, her process for utilizing her analytics toolkit to improve their customer service and add value for their clients. If you currently have an analytics solution, or are looking to add these tools to your arsenal this is a must-listen episode!…
In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health. We focus our discussion on Workforce Management principles so this episode will be especially useful for those who focus on WFM. We discuss overall WFM strategy, dealing with complex routing scenarios, WFM metrics, and we discuss a day in the life of a Workforce Planner in a complex healthcare environment.…
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Working Smarter: Presented by Calabrio
In this episode we sit down with Brandon Caudle and Kenny Butler to discuss agent engagement strategies in the contact center. These two gentlemen have a wealth of experience in the contact center and offer some greats insights and real-world tips on ways to engage your agents in a meaningful way in order to drive the best customer service possible.…
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Working Smarter: Presented by Calabrio
We are excited to be kicking off season 2 of the Working Smarter podcast by sitting down with Paul Stockford, founder and Chief Analyst at Saddletree Research. Paul is one of the the leading voices in the Contact Center world and in this episode he shares some of his insights into potential disruptors to the marketplace. From the new generations entering the workforce to emerging technologies, Paul covers a LOT of ground in this episode so sit back, relax, and settle in for one of our best episodes yet!…
Our first in a series of episodes recorded at Calabrio's C3 2019 Conference from San Antonio. Our first guest in this series is Shep Hyken, our keynote speaker at the kickoff of the conference. Shep is the Chief Amazement Officer at Shepard Presentations, an award winning keynote speaker and New York times and Wall Street Journal best selling business author. As one of the leading experts in the field of customer service and experience, Shep works with companies who want to build loyal relationships with their customers and employees. In our conversation we talk about what world-class customer service really looks like, delivering moments of magic, and how important company culture is to being successful in the customer service world.…
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Working Smarter: Presented by Calabrio
In this episode we sit down with Caryn Yurkstas, Senior WFM Analyst for Paychex. Caryn started out as an agent in the Paychex contact center and has used this experience to bring new and innovative WFM processes into her organization. She is well-respected in the contact center industry and was nominated for SWPP's WFM Professional of the Year in 2019. In this episode we discuss the logistics and strategy surrounding corporate acquisitions and implementing a Workforce Management program in a new branch of the contact center. There are some great takeaways and lessons to be learned from their experience!…
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Working Smarter: Presented by Calabrio
In this episode we discuss Customer Journey Mapping with Jim Tincher from Heart of the Customer. Jim is passionate about Customer Journey Mapping and helping his clients understand their customers more intimately allowing them to deliver a better customer experience. Join us as we discuss what your organization can do with a comprehensive Customer Journey Mapping exercise and the long-term value of such an endeavor.…
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Working Smarter: Presented by Calabrio
What is the difference between Customer Service, Customer Experience and Customer Success? Join Chris Warticki, VP of Customer Experience at Epicor as we discuss how organizations can differentiate their customer service from their customer experience and truly impact the customer journey.
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Working Smarter: Presented by Calabrio
There are so many different technologies out there that are designed to make the CX process better for you and your customers. But, before you invest in another technology that will make your lives easier, shouldn't you take a moment to evaluate what you currently have and how it can be improved? Sometimes going back to the basics can yield better results than making another move. Join Jim Davies, CXO at Calabrio as he leverages his vast experience in the contact center industry to guide you through the murky waters of contact center tech.…
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Working Smarter: Presented by Calabrio
1 Machine Learning and Artificial Intelligence - What is it and how are contact centers using AI/ML? 39:01
Join Dave and Kyle Smaagard for a discussion of what machine learning and artificial intelligence are, and how it could possibly impact contac center operations going forward. How can AI&ML help CX organizations be better at their jobs? Listen on to find out!
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Working Smarter: Presented by Calabrio
Transforming your contact center starts with strengthening your frontline team. But how do you close information gaps and make your agents care? It starts with seeking out those empathetic qualities in contact center candidates. Leaders need to ensure their team understands the brand promise and how to protect it. In this episode, CX expert, Nate Brown, uncovers the best ways to instill a customer-centric mindset in your team.…
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Working Smarter: Presented by Calabrio
Contact centers use advanced technology like AI and machine learning—not to replace human interactions, but to enhance them. Dave is joined by Amazon Web Services’ Shalima Bhalla to discuss how Calabrio, AWS, and Amazon Connect work together to improve the agent experience. The result? Easier, more efficient, and more enjoyable contact center experiences for everyone.…
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Working Smarter: Presented by Calabrio
Calabrio recently released a report on the State of the Contact Center, where we surveyed 250 consumers and contact center managers to understand where the contact center sits in their minds and ours. Listen in as Dave and Shep discuss some of the key insights revealed and some things your contact center can do to close the gap.…
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Working Smarter: Presented by Calabrio
Calabrio recently released a report on the State of the Contact Center, where we surveyed 250 consumers and contact center managers to understand where the contact center sits in their minds and ours. Listen in as Dave and Shep discuss some of the key insights revealed and some things your contact center can do to close the gap.…
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Working Smarter: Presented by Calabrio
Dave Hoekstra is joined by Kathy Sobus of ConvergeOne to discuss how employee engagement can help create Brand Guardians for your contact center, quiet quitting, and the statistics presented in the latest State of the Contact Center report released by Calabrio. Be sure to read the blog from Kathy and Calabrio at https://www.calabrio.com/wfo/workforce-management/how-to-create-support-brand-guardians-in-your-contact-center/…
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Working Smarter: Presented by Calabrio
How is music from David Bowie, Steely Dan and the Who related to the contact center? Find out by joining Dave Hoekstra and Zack Taylor from Cisco to learn how the contact center overcomes current challenges they face in the contact center.
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Working Smarter: Presented by Calabrio
Ashley is a major reason that Alliant Energy has paved the way in the US using preference-based scheduling with Calabrio WFM. Listen to hear about their implementation process, agent feedback and challenges they have overcome to ultimately decrease attrition and maintain agent wellbeing!
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Working Smarter: Presented by Calabrio
Juanita Coley has had a long and productive career in call centers and workforce management, and we are here to talk about it all! Listen to find out her "why" in what she does, how she empowers herself and others to succeed, and in general has a lot of fun doing it. With her extensive experience in workforce management, Juanita and Dave definitely have a conversation for the ages!…
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Working Smarter: Presented by Calabrio
Dave speaks to Sandrine Asseraf, Group Managing Director of Webhelp, about how reimagining CX goes beyond just a few quick changes. The pandemic forced us all to think about CX differently, so how does a huge organization like Webhelp go about keeping their clients happy while moving thousands of agents home? The answer is Webhelp Anywhere, a philosophy that takes the holistic customer into account. Join us for a discussion on the results of Webhelp's CX survey, with some surprising results!…
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Working Smarter: Presented by Calabrio
Dave talks to Tim Wittenburg and Craig Zweyber from Calabrio about how to ensure data security is always given the proper respect. Tim and Craig discuss simple best practices to secure data, avoid breaches, and how Calabrio strives to keep our customer's data secure.
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Working Smarter: Presented by Calabrio
Join Dave Hoekstra, Product Evangelist at Calabrio as he talks to Kunal Rahalkar, Founder and CEO of Datagamz about how employee engagement can dramatically impact overall CX. Topics include "How to find the best agent", how to incorporate performance testing vs. Performance Management, and and engaging discussion about how different regions of the world refer to the names of fruit.…
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Working Smarter: Presented by Calabrio
Technology is not always the answer, so we should be focusing more on the people instead of the tech. Join us for an engaging discussion around our spend in technology solutions, and why CX should always be about the people and not the money. Take a different perspective on your organization's customer journey with Calabrio and Clare!…
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