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State of the Contact Center 2023: Activating the Agent of the Future

Annual report about emerging trends, challenges, and expectations in customer service Contact centers are at the forefront of remote-based work and Artificial Intelligence—modernizations that are here to stay. But how does the agent of the future fit in, who are they, and how to activate them? In this report, you’ll discover answers from 400 contact […]

Workforce Wellbeing Recovery Ebook

Practical strategies & resources to turn workforce wellbeing into your competitive advantage There is no doubt that the contact center has evolved over the last few years, but while this “new normal”, may have been accelerated in the last two years, it was already on its way. Studies have shown that job satisfaction, workplace stress […]

Webinar & Video Center

Calabrio’s deep library of webinars and videos —available right when you want them. Hear from Calabrio experts and industry thought leaders in informative webinars, engaging webcasts and dynamic roundtables. Did You Miss How to Activate the Agent of the AI-Fueled Future Webinar panel discusses the results of our State of the Contact Center 2023 research […]

WFM for a Global and Digital Organization with Trent Ryan from Netflix

Trent Ryan from Netflix joins the podcast to discuss how he got into WFM, what processes Netflix does well, and what he has learned over the years as the “key” to a sucessful WFM professional. Fresh off his nomination to SWPP’s Workforce Management Professional of the Year, Trent gives great insight into how running the […]

Hidden Challenges for Remote Employee Managers

ABOUT THE WEBINAR Alexander Wareham, Product Knowledge Manager Alexander has 20+ years of call center experience ranging from being an agent to managing all facets of the operation. His main expertise is in Workforce management which is where he has spent most of his tenure in call centers ranging from 40 FTE to over 4000 […]