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  • Twilio

    Twilio is the cloud communications platform that enables innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers. Twilio has democratized communications channels like voice, text, chat,...

    • Cisco

      Cisco is a global leader in contact centers, delivering the most complete contact center portfolio. Our cloud contact center portfolio is on the open and flexible Webex Platform for Contact Center, which integrates advanced cloud services such as AI capabilities, enterprise-grade cloud...

      • BroadSource

        BroadSource is a world leader in software development and engineering for the globe’s most sophisticated Service Providers and Enterprise businesses. BroadSource specialises in the software development, design, build, testing and integration of cloud collaboration and contact centres. The team...

        • 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...

          • 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...

            • 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...

              • 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...

                • Avaya

                  Avaya is re-imagining digital communications with innovation that defines the future of work and the customer experience. Our Avaya OneCloud™ ecosystem and its solutions empower organizations to deliver experiences that matter to customers and employees alike. Learn more at...

                  • 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...

                    • Bucher + Suter: A leader in Cisco Contact Centers

                      Bucher + Suter offer solutions to a range of business needs: cloud services providing businesses flexibility and agility; project realization that ensures on-the-ground contact center solutions are implemented the right way; and a suite of powerful enterprise application integrations...

                      • 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....

                        • 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...

                          • Voci

                            Voci Technologies, the leading speech analytics platform provider, enables contact centers to gain actionable insights from 100% of customer calls. Voci's GPU-accelerated, deep machine learning speech technologies feature open APIs that integrate easily with multiple audio sources, telephony providers,...

                            • 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...

                              • 2Ring

                                Welcome to 2Ring’s virtual both at the Calabrio Customer Connect Expo! 2Ring has been active in the field of services for contact centers and IP telephony since 2001. 2Ring is mostly known for 2Ring Gadgets for Cisco Finesse, and...

                                • 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...

                                  • UJET

                                    UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between...

                                    • 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...

                                      • 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....

                                        • Get the Customer Data You Need – Not the Data You Want

                                          The evolving world of work presents new challenges for contact centers. This year’s virtual-only C3 is a microcosm of this change, and it requires a shift in expectations from team leads, supervisors, and managers. Today’s customers lead omnichannel lives, and...

                                          • Gladly

                                            Gladly is a radically personal customer service platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging....