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Be Swift & Smart via Insights

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The modern contact center has the ability to act quickly on the contact center insights that matter most. Stay in this track for practical “how-to” sessions and case studies of how Calabrio customers leverage multiple “aha” moments to drive big operational change.

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Live Events
  • How Rackspace Uses Data Explorer to Understand Agent Behavior

    Calabrio Data Explorer, available to all v10+ customers, allows you to create your very own custom reports and dashboards. But with so much QM, WFM, and Analytics data available, where do you start? In this session, Rackspace's WFO Program Manager...

    • Getting Started with Calabrio Data Explorer

      With Data Explorer, you can create highly customized or ad hoc reports, working with everyday business terms you understand. In this session, presented by Product Line Manager Craig Todd, you'll see the basic functionality of Data Explorer and learn how...

      • Increasing NPS by Empowering Agents at Idaho Central Credit Union

        In this session, one of the 2020 Calabrio Analytics competition finalists will share the details of their prize-winning project, including how they used Calabrio Analytics to drive improvements in customer satisfaction. Add this session to your agenda and you'll receive...

        • Mastering the Art of the Meaningful Apology at Bluegrass Cellular

          In this session, one of the Calabrio 2020 Calabrio Analytics competition finalists will share the details of their prize-winning project, including how they used Calabrio Analytics to improve customer satisfaction. Add this session to your agenda and you'll receive a...

          • Achieving a Complete View of Agent Performance

            Performance management in your contact center revolves around both your employees and your customers. Do you have a full view into the performance of your agents? Are you able to provide meaningful feedback on a regular basis to your home-based...

            • Data Explorer Hacks

              Got a clever report you’re trying to build? In this session, Product Line Manager Craig Todd will coach you on the pro tips necessary to mine for the data you need, build charts the right way, execute the trickiest of...

              • Dive Into Advanced Transcription Searches

                Ready to go deeper with your transcription searches? Join Senior Customer Implementation Consultant Robin Butterfield as she demonstrates how you can utilize advanced transcription searches to quickly find and lend greater context to your most relevant customer interactions. Attendees will...

                • Getting the Most Out of Calabrio Advanced Reporting

                  Calabrio Advanced Reporting is a powerful tool, uniting your disparate contact center data sources in one place. If you’re an Advanced Reporting user who is stuck using basic table layouts, join Data and Reporting Analyst Mike West, as he presents...

                  • Getting Started with Calabrio Analytics

                    Join Contact Center Analytics Consultant Mark Fagus for a jump start on how to begin with Calabrio Analytics. Attendees will get an overview of the difference between speech, desktop and text analytics, the best types of Analytics projects to begin...

                    • Long Hold Times? A Call Study May Be The Answer

                      Check out this session whether your contact center is plagued by long hold times or whether you suspect a particular agent type (newbies?) are struggling in this area. Join Senior Consultant Robin Butterfield as she walks attendees through how a...

                      • Spot Agent Slowdowns with Desktop Analytics

                        Now, more than ever, staying connected to agents and their reality while working from home is critical. Are they struggling with certain processes? Is there an application slowing them down? With Calabrio Desktop Analytics, you can dig into insights that...

                        • Watch Me Build: A QM/Evaluation Report in Data Explorer

                          Have you ever wished you could see question-level evaluation scores, including comments and which answer was selected, by agent and evaluation, all in one place? Having this data conveniently organized will help you efficiently prepare for and navigate your agent...

                          • Watch Me Build: A Speech Analytics Report in Data Explorer

                            Watch Senior Business Intelligence Consultant Mary Moilanen build an analytics phrase hits report! You'll learn the basics of navigating Data Explorer, then follow along as Mary builds a report showing the number of hits by phrase for Speech Analytics. You'll...

                            • Watch Me Build: A WFM Report in Data Explorer

                              Watch Senior Business Intelligence Consultant Mary Moilanen build an agent performance report! Learn the basics of navigating Data Explorer, then follow along as Mary builds a report that shows key performance statistics like calls handled, average handle time, and average...