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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
  • 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...

    • A Sneak Peek into the Calabrio Innovation Center Labs

      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...

      • CCaaS 3.0: Unlearning Cloud Contact Center for Modern CX

        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...

        • Considering a Move to the Cloud? Keep These Tips In Mind

          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...

          • Creating a Contact Center of Excellence with Cisco Webex WFO

            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...

            • 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...

                • Exploring the Future of Workforce Management

                  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...

                  • 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...

                    • Evaluating Contact Center Performance During Rapid Change

                      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...

                      • From Kickoff to Uplift: The Path to a Successful Implementation

                        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...

                        • 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...

                            • How to Lead in the Evolving World of Work

                              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...

                              • I Submitted a Ticket. What Happens Next?

                                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...

                                • 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...

                                  • Meet the Product Owners! Manage and Monitor Teams with Meetings

                                    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...

                                    • 9.5 Customers: It’s Time to Move to the Cloud

                                      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...

                                      • Partnering with Calabrio Support

                                        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...

                                        • Scoring More Calls With the Team You Already Have

                                          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...