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Calabrio

Enable Today's WFH + Office Workforce

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Managing and empowering your workforce in 2020 has proved to be more challenging than anyone expected. Check out sessions designed to help you schedule and forecast during times of uncertainty, better understand shrinkage and learn the newest product innovations designed to help you tackle today’s WFM (and WFH!) challenges.

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Live Events
  • Product Update: The Latest in Calabrio Teleopti WFM

    What’s new in Calabrio Teleopti WFM? Join this breakout session with Product Marketing Management David Bunch and WFM Evangelist Dave Hoekstra for a review of the key features added to Calabrio Teleopti WFM in 2020 and how they can immediately...

    • The Beginner's Guide to WFM

      Are you completely new to workforce management? Or do you have experience with WFM but are looking for a reinforcement on the fundamentals? Get back to basics with WFM consultant Jill Hensel as she provides a walkthrough of key WFM...

      • Product Update: The Latest in Calabrio WFM

        Catch up on what you may have missed! Check out this session as Product Marketing Manager David Bunch and Product Knowledge Manager Alex Wareham review the key Calabrio workforce management features added in 2020 and discuss how they can immediately...

        • Now Streaming: Lessons Learned While Deploying WFM at Netflix

          No large scale WFM deployment is without its challenges, but steps can be taken to ensure a more successful transition. In this session, the Netflix workforce team will share what they learned while deploying Calabrio Teleopti WFM to 6,000+ agents....

          • Forecasting in 2020: Impossible or Attainable?

            In a year of rapid change, many contact centers are being forced to pivot by changing the way they view and handle forecasting. For some, forecasting is no longer about accurately predicting the volume of calls and average handle time....

            • Webhelp Uses WFM to Power App Monitoring COVID Patients

              Companies around the world are rising to the challenges posed by COVID-19. In France, Webhelp, a leading global business process outsourcer with more than 62,000 employees in 40 countries including USA, was tapped to provide the scheduling and forecasting...

              • Back to the 90s with Shrinkage

                Remember the 90s? It was a time of Super Mario Kart, The Matrix, and Crystal Pepsi. It was also a time when agents could head to the coffee machine for the 50th time, with no one the wiser. Today, your...

                • WFH Transition Requires Creative Scheduling Options at Patagonia

                  The move home has required many contact centers to get creative. This was certainly true for the Customer Experience team at outdoor clothing retailer Patagonia. Their agents were interested in piloting new shift options, but management needed structure and predictability....

                  • Extending the Efficiency of WFM Beyond the Contact Center

                    Many business units or departments outside of the contact center have externally determined workload demands, which may make them great candidates for a workforce management tool. But do you dread the idea of trying to implement this change? Join Product...

                    • The Back Office: Empowering an Unmanaged Workforce

                      Are you striving to create sustainable operational excellence by addressing back office operational challenges? In this breakout session, presented by Calabrio Principal Strategic Consultant Mauricio Campos, you’ll learn how you can use Calabrio to identify opportunities to contribute to the...

                      • The ROI of WFM

                        Your contact center is running smoothly, but do you ever wonder if you’re running the center in the most efficient way possible? Have part-time employees and custom schedules become unsustainable? In this session, presented by WFM Consultant Joe Presutti, 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...