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Calabrio

On-Demand Sessions

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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.

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Live Events
  • 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...

    • 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...

        • Upgrade Your Workforce Optimization: Migrating to Cisco Webex WFO

          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...

          • Using Artificial Intelligence to Deliver Effortless Self Service

            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 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 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 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...

                  • Supercharge Your Evaluation Forms

                    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...

                    • 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 QM

                        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...

                        • 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...

                          • 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...

                              • 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...

                                • 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....