These on-demand sessions will be available during the conference until November 13. Since they are not scheduled, you will not be able to add them to your agenda. Instead, we suggest adding sessions that interest you to your favorites. Find your favorites under your C3 attendee settings.
Notice: Checking or unchecking a checkbox in this filter set will change the results list immediately.
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...
Join the Calabrio Innovation Center for a sneak peek into 3 new projects! From performance management and real-time speech analytics, to remote employee analytics, attendees will get a preview of these concepts and will be asked to share their ideas...
For years we’ve heard claims about how AI, omnichannel, and personalization would ‘transform our customer experience’ and improve the bottom line. So why are our collective brand experiences still so fragmented, unintelligent, and robotic? CCaaS 3.0 represents a seismic...
With the rapid changes contact centers are experiencing in 2020, many on-prem customers are considering whether now is the time to make the switch. Join Vice President of Professional Services Dena Balabas and Product Marketing Manager Terri Kocon for a...
For many businesses, the contact center is a strategic connection point for customers. But with the daily pressure to satisfy increasing customer expectations, it can be a challenge to keep contact center people and processes aligned with business objectives. To...
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...
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...
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...
Explore the future of WFM with Vice President of Product Management & Product Marketing Magnus Geverts. Learn how workforce management is evolving to address the acute challenges of today while also helping organizations navigate the evolved workforce needs of the...
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...
In the first six months of 2020, simply having an up and running contact center felt like a massive achievement. We strive for best-in-class contact centers, but what does that mean during a time of unprecedented uncertainty and change? Are...
A smooth implementation is essential to securing a positive, long-term relationship between vendor and customer. Join Workforce Management Consultant Laura Lukic as she walks through the implementation components that are critical for a business user to be familiar with, including...
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...
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...
Earlier this year, we investigated how the pandemic shifted customer and employee expectations. Today, several months later, we now see how contact centers have embraced the new world of work. The work isn’t finished, though. Contact center managers need to...
Join Customer Support Engineer Vinny Pilato and Technical Implementation Support Engineer Marsha Bemboom as they walk attendees through what happens when a customer submits a ticket to Calabrio Support Services. Attendees will get a thorough understanding of the process and...
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...
A key pillar of Calabrio’s next-generation WFM solution is ease of use. Join Product Owner Anders Forsberg to learn how WFM users can edit schedules easily using drag and drop and various bulk actions whilst keeping a close eye on...
Join Product Owner Tereza Ablad as she walks through the new Meetings feature, which allows WFM users to schedule recurring meetings (1:1, team-meetings) automatically without disrupting service levels. Learn what functionality will be available at the initial release and what...
Join Product Owner Robert Bergman and WFM Evangelist Dave Hoekstra to learn about the latest WFM enhancements for employee engagement. Robert and Dave will walk through how agent tools can be used to empower employees, while still managing staffing gaps...
Calabrio 9.5 customers, join this session as Product Marketing Manager Terri Kocon shares the features and improvements available to you in Calabrio ONE Cloud, including an all-new user interface, highly personalized dashboards, embedded analytics and a redesigned media player. Now...
Calabrio 9.5 on-prem is reaching end of life, so it’s time to determine how to move forward. Join Implementation Engineering Manager Justin Wilson as he makes the case for why now is the time to move to the Calabrio ONE...
Maintaining a complex software system like Calabrio ONE is easy when you have the tools to get the job done. In this presentation, Support Services Engineer Corey Peoples will cover the basic tools that Calabrio Support uses to look for...
Quality managers are continually faced with the problem of how to select the right amount of the right calls to score. Do the calls selected actually indicate how an agent is performing? What is the ideal number of calls to...
