How to become a true brand guardian

Uncover opportunities to raise customers’ experience of your brand and focus on what matters most. Ed Creasey charts the major new insights from Calabrio’s latest research.

Flexibility, personal choice and the value of time

We need new workforce strategies to drive a change in culture, deliver more flexible ways of working and offer more opportunity for people to learn and progress. Phil Anderson describes how to approach the 8 Key Considerations and use Playbooks to design a new joined-up approach that attracts, motivates and releases the potential of our people.

Categories: Library, Planning & Resourcing

Are you an employer of choice?

See what contact centre agents are looking for in employers. Filling vacancies used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case.

Free webinar: Learn from our award-winning customers with Calabrio

Watch at your own pace

Calabrio customers swept The 2023 Forum Awards with 8 shortlisted and 4 wins, including the Department for Education and Hoover Candy who both picked up prestigious Planning awards. Join self-confessed WFO enthusiast and expert, Scott Budding, for a lively discussion on best practice from our award-winning customers, and live demonstration of the top capabilities of Calabrio's solution as voted by our users!

How do we shape future operating models?

An operating model is like a set of playbooks. You layer down into the detail with a hierarchy of playbooks. You can evolve them step-by-step as your operating strategy requires.

Categories: Library, Planning & Resourcing

Shaping the future: get on the front foot when facing change and uncertainty.

We see how operational playbooks prepare us, so we’re poised to take the best actions, not looking back and wondering what has happened.

Categories: Library, Planning & Resourcing

Interactive Keynote: One Workforce - The Future of Customer Contact?

Verint explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility

Originally broadcast Wednesday 17th May 2023, 12:30

One Workforce. The Future of Customer Contact? Join this fascinating session with Verint as we explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility. 45mins

Technology Showcase - NICE

Forecasting and AI working together to drive Accuracy.

Originally broadcast Tuesday 16th May 2023, 13:15

Forecasting and AI working together to drive Accuracy. Join Colin and Graeme from NICE as they will be demonstrating the role of data and AI in the forecasting process, and how it drives improved accuracy.

Technology Showcase: QStory

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

Originally broadcast Monday 15th May 2023, 13:15

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

Technology Showcase: Sabio

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology.

Originally broadcast Monday 15th May 2023, 12:30

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.

Strategy Analyst Modules

Watch at your own pace

Verint explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility

Forecasting and AI working together to drive Accuracy.

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology.