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.
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...
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...
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...
Don’t let your contact center get stuck in the past. Cisco’s new Webex Workforce Optimization provides your supervisors with the must-have data and tools to manage team performance and deliver exceptional customer experiences. Learn about the benefits and seamless path...
Whether you’re helping customers navigate order status or complete a financial transaction, self-service options can often feel more like fragmented conversations than engaging interactions that empower the customer. Self service can be transformed, offering a more intelligent approach to...
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...
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 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...
Join Product Manager Tomas Taesler as he shares the latest employee empowerment, intelligent automation and AI-driven predictive analytics features in the Calabrio Workforce Management roadmap.
Has it been ages since you took a look at the forms you’re using to evaluate calls? Do the questions, written long ago, no longer align with company goals? Join Contact Center Analytics Consultant Doug Zimmerman has he walks you...
The COVID-19 coronavirus pandemic has changed everything from the way we work to the way we communicate, and the contact center has had to roll with the changes. The “new normal” in the contact center will include greater reliance on...
COVID-19 has caused some contact centers to abandon their on-premises strategy and look to a cloud deployment to manage challenges with business continuity and a newly-remote workforce. In this session, moderated by Product Line Manager Chad Norberg, a panel of...
Break out the champagne! CMO Rebecca Martin and Senior Vice President of Customer Success Doug Lang will unveil the 2020 Calabrio ONE Award winners. Join us to hear why these customers are receiving this distinction and toast their success. Add...
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...
Are you new to quality management and unsure where to begin? Contact Center Analytics Consultant Mark Fagus will walk you through best practices for modern quality management, including how to create innovative forms, how to select calls to evaluate while...
The fight to achieve a market-leading customer experience is increasingly feeling like a maelstrom and many firms are struggling to keep up. They were already dealing with massive amounts of competition, disruption, artificial intelligence, automation, big data, omnichannel, personalization, behavioral...
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...
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...
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...
Join us as the 2020 Analytics competition winner walks attendees through the project that landed them the $50,000 grand prize. You'll see how they were able to uncover the voice of their customer to drive operational change in their organization....
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...
While moving agents home was certainly an unexpected and disruptive initiative, contact centers are still being expected to operate as usual, if not at a higher level. This includes normal operational tasks, such as coaching and training agents. But how...
In this session, presented by Capital One Senior Process Manager Liz Boone, she’ll share how COVID-19 has enabled Capital One to bring the work-life balance of their associates to the forefront. She’ll highlight the Calabrio Teleopti WFM systematic processes...
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....
