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Calabrio

When it comes to staffing and forecasting, one thing is clear. It's all about the quality and granularity of the data. However, ticket-centered data that is siloed by different channels continues to make staffing decisions harder to predict. Calabrio has joined forces with Gladly's no-ticket, all-channel approach to customer service to unlock staffing insights in Calabrio’s market-leading workforce optimization tool.

 In this session from Gladly, you’ll learn:

 • The value of true omni-channel customer service experience
 • Why people-centric (not ticket-centric) data is essential to staffing with greater accuracy
 • Best practices for managing agents across channels
 • Tips for forecasting for a contact center as it changes and scales