Podcasts about calabrio

Ericc Whetstone joins the pod to talk about the importance of understanding what APIs can do for your contact center, use cases of great API development, and how important it is to have the skill set of API development available to a contact center staff.  APIs are no longer just for the IT department. The more you understand how an API can be used, the more productivity savings and budget relief will be available to you. 

In this episode of Reimagining the Contact Center, Balto CEO Marc Bernstein sits down with Calabrio's CTO for a wide-ranging, mind-bending conversation about the true impact of AI. Not just on operations. Not just on outcomes. But on how we think, lead, and find meaning in work. This one's part neuroscience, part strategy, part spiritual reset for anyone feeling overwhelmed by the AI buzz. Don't miss it.Timestamps:00:00 Introduction01:00 Different AI Eras02:00 Past Clarity With AI08:20 What AI Does To The Human Brain12:55 Break Through The Noise16:48 Barrier To Great Contact Center Value21:18 WEM Category25:50 AI Agents vs. Human Agents29:20 AI in 3 Years

Spend a little time with the Amazon Web Services team as we talk about the future of reporting, especially around AI.  How will AI help us find data faster?  Listen and find out!

Today's podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at Calabrio, a workforce performance suite provider. Martin recently collaborated with Ed and the team at Calabrio on a new piece of research called Voice of the Agent. Martin and Ed join me today on the podcast to talk about some of the main findings emerging from the research, the enhanced reputation of the contact centre industry and some key messages for team leaders and contact centre leaders and directors. This interview follows on from my recent interview – We got everyone involved in support and made our customer support metrics public – Interview with Kenji Hayward of Front – and is number 529 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Working Smarter is joined by Martin Teasdale, the founder of Get out of Wrap, a UK-based podcast and consulting firm that specializes in contact centers...or is that centres?  Martin talks about his career, the challenges of finding a vendor, and the Calabrio "Voice of the Agent" survey results that were recently published.

Irina Hollatz stops by the podcast to explain what RightWFM does, and why it is important to challenge the norm.  The discussions also leans towards how software development takes place, and how Calabrio approaches the multiple demands of creating dynamic software that people actually want to use.

In this episode 85, also the second AI round table hosted by XTraw AI, I had the pleasure of talking with Sara Faatz, Director of Technology community relations at Progress and Dave Hoekstra, Product Evangelist from Calabrio. We talked about the aspects around customer experience, modernization and the impact of AI. - Developers harnessing AI to keep customer experience in mind. - Challenges faced by Customer experience organizations and how AI can mitigate them. - Landscape of Customer experience in the contact center industry. You can reach on linkedIn @ Sara Faatz with Progress You can reach on linkedIn @ Dave Hoekstra with Calabrio My linkedIn @ Raghu Banda Our website @ XTraw AI --- Send in a voice message: https://podcasters.spotify.com/pod/show/raghu-banda/message

Virtual Agents, Chatbots, Bots...whatever you call them, they need love too.  Calabrio is excited to welcome Wysdom into the portfolio to help customers of any size make their bots better.  How does it work? What kind of KPI can be delivered on your virtual agents? Join Tariq from Wysdom as we understand how conversational AI assists in making your virtual and human agents better at servicing your customers. 

Thomas Goodmanson has been with Calabrio essentially from the start. From its spinout the maker of customer support software has been acquired twice and grown exponentially in both headcount and revenue. And with its recent acquisition by Thoma Bravo, it's looking to step even harder on the accelerator. Thomas talks about the experience of bringing on a financial partner and the differences and similarities the second time around.  

There are so many different technologies out there that are designed to make the CX process better for you and your customers.  But, before you invest in another technology that will make your lives easier, shouldn't you take a moment to evaluate what you currently have and how it can be improved? Sometimes going back to the basics can yield better results than making another move.  Join Jim Davies, CXO at Calabrio as he leverages his vast experience in the contact center industry to guide you through the murky waters of contact center tech. 

Contact centers use advanced technology like AI and machine learning—not to replace human interactions, but to enhance them. Dave is joined by Amazon Web Services' Shalima Bhalla to discuss how Calabrio, AWS, and Amazon Connect work together to improve the agent experience. The result? Easier, more efficient, and more enjoyable contact center experiences for everyone.

Kristin Gaarder was the very first CHRO of Calabrio, a customer experience intelligence company. As a leader, Kristin's philosophy lies in providing accountability for her team to take a vision they have, break down barriers, and deliver it with excellence. Kristin has navigated the variances in HR while practicing business in over 40 countries around the world.  Kristin is a member of Chief, a network dedicated to  supporting women executive leaders. She uses her unique experiences to encourage a path of growth through building and strengthening human connection. “If you consider what's happening in the world, this special and unique time won't be here again. So we have such an opportunity to make change and to redefine work culture.” Connect with KristinConnect with Versique

Calabrio recently released a report on the State of the Contact Center, where we surveyed 250 consumers and contact center managers to understand where the contact center sits in their minds and ours.  Listen in as Dave and Shep discuss some of the key insights revealed and some things your contact center can do to close the gap.

Calabrio recently released a report on the State of the Contact Center, where we surveyed 250 consumers and contact center managers to understand where the contact center sits in their minds and ours.  Listen in as Dave and Shep discuss some of the key insights revealed and some things your contact center can do to close the gap.

Dave Hoekstra is joined by Kathy Sobus of ConvergeOne to discuss how employee engagement can help create Brand Guardians for your contact center, quiet quitting, and the statistics presented in the latest State of the Contact Center report released by Calabrio. Be sure to read the blog from Kathy and Calabrio at https://www.calabrio.com/wfo/workforce-management/how-to-create-support-brand-guardians-in-your-contact-center/

How is music from David Bowie, Steely Dan and the Who related to the contact center? Find out by joining Dave Hoekstra and Zack Taylor from Cisco to learn how the contact center overcomes current challenges they face in the contact center.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #181  we welcomed Tom Goodmanson, President & CEO at Calabrio based in Minneapolis, MN. Calabrio's products and services help their customers maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.​  In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #181 Highlight Reel:**1. Dividing and conquering your way to growth and scalability  2. Ideas for how your team can master the debate of "Build it or buy-it?"  3. Creating CX/EX focused "story tellers" within your business to grow & scale 4. Putting your developers in front of your customers early to expedite innovation  5. How Workday's Peakon Employee Voice platform drives Calabrio's EX success Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future.Click here to learn more about Tom Goodmanson, President and CEO at CalabrioClick here to learn more about Calabrio If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

Find out what makes an ecosystem partnership work, and how it delivers value for partners and customers alike, as we're joined by Avaya's Adam Seens and Calabrio's Dave Hoekstra in this edition of the podcast.

Peter Örneholm och Robert Folkesson träffar Robert Bergman, produktägare hos Calabrio, för att diskutera PO-rollen: vad gör en produktägare, varför är rollen så viktig i ett agilt utvecklingsarbete och vad som gör rollen så intressant och rolig att ta sig an. Calabrio: https://www.calabrio.com/ Crisp Product Owner-kurs: https://www.crisp.se/en/courses/product-owner   

The contact center at many organizations doesn't get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.  These measures weren't bad business principles, but they also didn't send the best signal to the team. Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing. However, the contact center should have been valued. The contact center is an essential component to your experience, and also contains a wealth of information about your customers. With all that rich data pouring in, the contact center can be a front-line help to the company and the company's brand.  The tide is turning regarding how organizations view the contact center. We have the pandemic to thank for part of this realization about the contact center's value. One of the few good things that came out of the pandemic was the acceleration of technology adoption and comfort. Plus, the need for contact center workers to work from home meant that organizations had to embrace the cloud, which is an essential element for the contact center technology of the future. In this episode, we host Thomas Goodmanson, President and CO of Calabrio, a global Customer Experience intelligence company that builds software to enrich customer interactions. Goodmanson explains the future of contact centers and why now is an excellent time to be in the contact center game.  Key Ideas to Improve your Customer Experience Goodmanson points out that high turnover rates are a source of frustration for many contact center organizations. Turnover makes it difficult to train your people in the skills necessary to deliver that experience you want for your brand. If you don't have that front-line team there for the context, the data you collect is full of all your customer behavior insights, but inaccessible to put to work for your customer strategy.  Here are a few key moments in the discussion: 05:41  Goodmanson explains which parts of the employee experience of the contact center employee are broken and why.  08:30  Colin asks Goodmanson to take a deeper dive into how the software available for contact centers enriches human interactions and where that ties into Calabrio's customer experience intelligence field. 14:21  We discuss the area of self-service and how some generational differences might drive the channels for future contact centers.     18:48  Goodmanson describes how software innovation will alleviate some of the stresses and pain points associated with a call center employee's daily work.    22:00  Colin shares his view about how the experiences of the future that will be most successful are those that are proactive, and asks what Goodmanson thinks about that, too.  24:37  All three of the hosts share their advice and key takeaways for the future of contact centers.        This episode is sponsored by Calabrio.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

The contact center at many organizations doesn't get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.  These measures weren't bad business principles, but they also didn't send the best signal to the team. Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing. However, the contact center should have been valued. The contact center is an essential component to your experience, and also contains a wealth of information about your customers. With all that rich data pouring in, the contact center can be a front-line help to the company and the company's brand.  The tide is turning regarding how organizations view the contact center. We have the pandemic to thank for part of this realization about the contact center's value. One of the few good things that came out of the pandemic was the acceleration of technology adoption and comfort. Plus, the need for contact center workers to work from home meant that organizations had to embrace the cloud, which is an essential element for the contact center technology of the future. In this episode, we host Thomas Goodmanson, President and CEO of Calabrio, a global Customer Experience intelligence company that builds software to enrich customer interactions. Goodmanson explains the future of contact centers and why now is an excellent time to be in the contact center game.  Key Ideas to Improve your Customer Experience Goodmanson points out that high turnover rates are a source of frustration for many contact center organizations. Turnover makes it difficult to train your people in the skills necessary to deliver that experience you want for your brand. If you don't have that front-line team there for the context, the data you collect is full of all your customer behavior insights, but inaccessible to put to work for your customer strategy.  Here are a few key moments in the discussion: 05:41  Goodmanson explains which parts of the employee experience of the contact center employee are broken and why.  08:30  Colin asks Goodmanson to take a deeper dive into how the software available for contact centers enriches human interactions and where that ties into Calabrio's customer experience intelligence field. 14:21  We discuss the area of self-service and how some generational differences might drive the channels for future contact centers.     18:48  Goodmanson describes how software innovation will alleviate some of the stresses and pain points associated with a call center employee's daily work.    22:00  Colin shares his view about how the experiences of the future that will be most successful are those that are proactive, and asks what Goodmanson thinks about that, too.  24:37  All three of the hosts share their advice and key takeaways for the future of contact centers.        This episode is sponsored by Calabrio.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Dave speaks to Sandrine Asseraf, Group Managing Director of Webhelp, about how reimagining CX goes beyond just a few quick changes.  The pandemic forced us all to think about CX differently, so how does a huge organization like Webhelp go about keeping their clients happy while moving thousands of agents home?  The answer is Webhelp Anywhere, a philosophy that takes the holistic customer into account. Join us for a discussion on the results of Webhelp's CX survey, with some surprising results!

Dave talks to Tim Wittenburg and Craig Zweyber from Calabrio about how to ensure data security is always given the proper respect.  Tim and Craig discuss simple best practices to secure data, avoid breaches, and how Calabrio strives to keep our customer's data secure.

What's the first step to offering the human element to service? Investing in your human employees.   Contact centers play a crucial role in a customer's experience. Building a customer-centric company starts by empowering agents to provide excellent service, says Tom Goodmanson, President & CEO of Calabrio.  The past two years of a pandemic have been hard on everyone, but contact center agents especially feel the stress. New research from Calabrio found that 96% of contact center agents feel stressed weekly while also taking more calls than ever before. That work stress, added to adjusting their work schedules and managing the personal stress of the pandemic, dramatically impacts customer service. When companies have the tools to reduce employee stress and improve the agent experience, it helps drive better customer behavior.  “If the agent is taken care of, the end customer will win,” Goodmanson says.  He says one way to relieve stress is to consolidate the information agents use. In recent years, companies have moved towards empowering agents with customer data and real-time alerts, but each one of those alerts is on its own screen. Calabrio found that the typical agent has 7 to 10 screens open at any time, which can be overwhelming. It's difficult for agents to offer personalized, human service to customers when they are distracted by moving between numerous screens. Empowering agents with data is a good step, but consolidating that information to a single screen can significantly lower agent stress and improve the customer experience.  Leaders have to be aware of what's happening in the contact center to provide a great experience for agents and customers. Goodmanson follows his dad's old saying of “Show up and pay attention, and you might learn something.” When leaders spend time in the contact center, they can better understand their people, including how to support employees and reach customers.  Customer-centric companies listen to their customers to provide relevant, personalized service. And that happens with contact center agents empowered with streamlined technology, not stressed from outdated systems. When employees have the tools and technology they need to succeed, they can focus on the human element of customer experience and continually build customer-centricity. *Sponsored by Calabrio ________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.  Join the new Customer Experience Community here.

Join Dave Hoekstra, Product Evangelist at Calabrio as he talks to Kunal Rahalkar, Founder and CEO of Datagamz about how employee engagement can dramatically impact overall CX.  Topics include "How to find the best agent", how to incorporate performance testing vs. Performance Management, and and engaging discussion about how different regions of the world refer to the names of fruit. 

Technology is not always the answer, so we should be focusing more on the people instead of the tech. Join us for an engaging discussion around our spend in technology solutions, and why CX should always be about the people and not the money. Take a different perspective on your organization's customer journey with Calabrio and Clare!

Kundefokuserte virksomheter må ha medarbeidere på plass når kundene tar kontakt. Derfor kan jobben i kundesenteret oppleves regulert, og med færre frihetsgrader enn stillinger i andre deler av virksomheten. I denne episoden forteller Magnus Geverts fra Calabrio hvordan ny teknologi kan hjelpe til med å gjøre arbeidshverdagen i kundesenteret mer fleksibel, og bedre tilpasset den enkeltes livssituasjon.   

Welcome to Calabrio's Working Smarter Podcast!

Dave and Evan meet with Brett Shockley,  CEO and Co-Founder of Journey.ai. Brett's journey, prior to Journey, included being the CTO role at Avaya. He was responsible for Avaya's mergers, acquisitions, major partnerships, corporate strategy, and emerging products including Avaya Labs. Before Avaya, Brett was the VP & GM Customer Contact Business Unit at Cisco. He has extensive experience with the contact center industry, and is a tireless customer advocate. Brett also founded Spanlink Communications and Calabrio. He is also on the board of eGain Corp. and Spok Holdings, Inc.In addition to holding a patent for a telecommunications device, Shockley has an MBA in Marketing from the University of Minnesota's Carlson School of Management and a bachelor's degree in Mechanical Engineering from the University of Minnesota's Institute of Technology. 

Ossamah Shabbir 2Ring and the word “Gadgets” have become a well-known and recognized combination over nearly the past two decades in the contact center industry. As a company, 2Ring has built a solid reputation around the continuing added-value enhancements their Gadgets bring to Cisco Finesse and other Cisco Contact Center Platforms. Now, with their newest release of Gadgets for Cisco Finesse, 2Ring has introduced popular features that customers have been requesting to boost and take their contact center’s performance to the next level. “Some of the noteworthy updates in this latest release include Customer Journey (Interaction History), integration with key features offered by Calabrio’s Quality Management and Workforce Management, Whisper Coaching, and much much more”, says Ossamah Shabbir, Pre-Sales Director at 2Ring. Tune into this podcast to learn all about this latest release, including what’s to be expected shortly down-the-line with 2Ring’s real-time reporting solution for contact centers, called Dashboards & Wallboards, and 2Ring’s expansion into the realm of cloud-based contact center offerings. Visit 2ring.com  

Host Dr. Nick van Terheyden aka Dr. Nick talks to Tom Goodmanson, CEO Calabrio, discussing contact tracing. And how they are supporting Public Health Agencies and companies with contact tracing using call centers, technology, machine learning, and AI. To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play HealthcareNOW Radio”. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you! Daneece Sheldon is the Quality Supervisor for Radial and in this episode she walks us through, step-by-step, her process for utilizing her analytics toolkit to improve their customer service and add value for their clients. If you currently have an analytics solution, or are looking to add these tools to your arsenal this is a must-listen episode!

We get the Businessweek Agenda with Bloomberg Intelligence Chief Equity Strategist Gina Martin Adams and Bloomberg Stocks Editor Dave Wilson. Tom Goodmanson, CEO at Calabrio, shares his insight on software that enables contact tracing for workplaces. Bloomberg News Managing Diversity Reporter Jeff Green discusses the Supreme Court's decision that protects LGBT workers from on-job bias. We get Businessweek Economics with Bloomberg News Health Reporter Michelle Fay Cortez. She talks about virus cases continuing to rise. Bloomberg New Economy Editorial Director Andy Browne walks through stark choices facing policymakers in various corners of the economy. And we Drive to the Close with Mark Travis, CEO at Intrepid Capital. Hosts: Carol Massar and Jason Kelly. Producer: Doni Holloway.  Learn more about your ad-choices at https://www.iheartpodcastnetwork.com

We get the Businessweek Agenda with Bloomberg Intelligence Chief Equity Strategist Gina Martin Adams and Bloomberg Stocks Editor Dave Wilson. Tom Goodmanson, CEO at Calabrio, shares his insight on software that enables contact tracing for workplaces. Bloomberg News Managing Diversity Reporter Jeff Green discusses the Supreme Court’s decision that protects LGBT workers from on-job bias. We get Businessweek Economics with Bloomberg News Health Reporter Michelle Fay Cortez. She talks about virus cases continuing to rise. Bloomberg New Economy Editorial Director Andy Browne walks through stark choices facing policymakers in various corners of the economy. And we Drive to the Close with Mark Travis, CEO at Intrepid Capital. Hosts: Carol Massar and Jason Kelly. Producer: Doni Holloway. 

In this episode we are joined by Jim Burdick, Workforce Manager for Priority Health. We focus our discussion on Workforce Management principles so this episode will be especially useful for those who focus on WFM. We discuss overall WFM strategy, dealing with complex routing scenarios, WFM metrics, and we discuss a day in the life of a Workforce Planner in a complex healthcare environment.

In this episode we sit down with Brandon Caudle and Kenny Butler to discuss agent engagement strategies in the contact center. These two gentlemen have a wealth of experience in the contact center and offer some greats insights and real-world tips on ways to engage your agents in a meaningful way in order to drive the best customer service possible.

Our first in a series of episodes recorded at Calabrio's C3 2019 Conference from San Antonio. Our first guest in this series is Shep Hyken, our keynote speaker at the kickoff of the conference. Shep is the Chief Amazement Officer at Shepard Presentations, an award winning keynote speaker and New York times and Wall Street Journal best selling business author. As one of the leading experts in the field of customer service and experience, Shep works with companies who want to build loyal relationships with their customers and employees. In our conversation we talk about what world-class customer service really looks like, delivering moments of magic, and how important company culture is to being successful in the customer service world.

Shep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The Interview with Tom Goodmanson:The “CX revolution” is only just beginning. The trend across industries is toward elevating the customer experience. This has become critical for organizations to focus on, as 9 in 10 businesses say they’re competing primarily on the basis of customer experience.With all the recent advancements in technology, AI can provide more insights and support to the customer service world than ever before. Technology helps make contact centers smarter, faster, and better and paves the way for proactive customer service.Human interaction will never be entirely eliminated or replaced by AI. However, digital technologies can help support humans—both the reps serving customers and the customers themselves—by making processes easier, more efficient, and more frictionless. Data and analytics empower agents to engage customers in a way that brings humanity back into the equation.Customers’ expectations are higher than ever. These changing and growing expectations drive the biggest trends and most critical focus points for the future of CX. These focal points include hyper-personalization and fast, frictionless service.Hyper-personalization happens when you are able to collect and analyze enough data to get to a very deep understanding of the individual consumer. It allows for exceptional customer care.Find ways to provide your customers with fast and frictionless service. This starts by saving them time. Give your customers the ability to connect with you the way they want to, not the way you want them to.The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio. The conference, where Shep will be a keynote speaker, focuses on the challenges of managing growing contact centers, solutions for increasing customer and employee engagement and voice-of-the-customer innovations happening in contact centers today. Learn more at Calabrio.com.Quote:  “At the end of the day when we build all this software to run and drive, we still believe in the humanization of the contact center. We think it needs to become even more human.” - Tom Goodmanson About: Tom Goodmanson is the President and CEO of Calabrio, a workforce optimization and management company. He has more than 20 years of experience leading fast-growing dynamic software and technology companies. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode we sit down with Caryn Yurkstas, Senior WFM Analyst for Paychex. Caryn started out as an agent in the Paychex contact center and has used this experience to bring new and innovative WFM processes into her organization. She is well-respected in the contact center industry and was nominated for SWPP's WFM Professional of the Year in 2019. In this episode we discuss the logistics and strategy surrounding corporate acquisitions and implementing a Workforce Management program in a new branch of the contact center. There are some great takeaways and lessons to be learned from their experience!

In this episode we discuss Customer Journey Mapping with Jim Tincher from Heart of the Customer. Jim is passionate about Customer Journey Mapping and helping his clients understand their customers more intimately allowing them to deliver a better customer experience. Join us as we discuss what your organization can do with a comprehensive Customer Journey Mapping exercise and the long-term value of such an endeavor.

Ashley Kessler is Head of Marketing & Business Development, EMEA at Calabrio, an innovative work force optimisation platform that empowers organisations with customer experience intelligence.Our host Alex Price sits down with Ashley to explore her combined EMEA marketing and business development role at Calabrio, whilst talking about their account based marketing approach to marketing which they refer to as 'Account Based Targeting'.Visit finite.community to find out more about the FINITE community and join us at a future event.Support the show (https://finite.community/podcast)

In this episode we are joined by Nicole Price, the Customer Experience Manager at Radial. Nicole has an undeniable passion for the Contact Center industry and working to ensure the best possible experience for each and every client. We talk about Nicole's history and what brought her to the industry before delving into her focus on achieving "The Effortless Experience" within her organization. We also discuss some of the challenges and unique opportunities presented by working for a BPO organization that supports a multitude of different brands and how they use coaching to achieve the highest quality possible.

In our first episode of the Working Smarter Podcast we visit with Daniel Rio from Zovio. Daniel is the Contact Center Director for Zovio of brings a wealth of experience to the table as well as a clear passion for improving the customer experience. We discuss contact center analytics and using data to tell a story in order to improve the customer experience.

In this episode I explain who I am and the purpose of this podcast and why you should tune in!

Striking a Balance Between Technology and Human Connection Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue... He gives advice on how to create an amazing customer experience. His number one suggestion (right now) is to start with the culture of the company and the employee experience. The Interview with Rebecca Martin:Companies want to insert emotion into the customer experience. Emotion, or human connection, is what drives customer loyalty.There needs to be a balance between technology and human connection. Too much reliance on technology can make customers feel displaced.Chatbots and similar technologies are not replacing call center agents. By handling first-level calls, they are elevating the role of agents. This creates more of a career path within contact centers.There is a higher call volume with more difficult problems reaching contact center agents. Companies need to reflect this change with improved training for their agents, so they can effectively and efficiently handle more difficult calls.The phone is not dead in the support/contact center; it is simply used for different purposes.The top three things that drive customer loyalty are quality products, action from the company in response to a complaint, and ease and efficiency of contacting the company. However, if the last two aren’t in place, customers will take their business elsewhere – even if the product is good.About: Rebecca Martin is the Chief Marketing Officer at Calabrio, a customer engagement analytics software company. She has nearly 20 years of experience in the emerging technology industry. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Quote: “There’s a time and a place for digital interaction. There is always a place for human interaction.” - Rebecca Martin Learn more about your ad choices. Visit megaphone.fm/adchoices

Tom Chorske played for the Montreal Canadiens, New Jersey Devils, Pittsburg Penguins, New York Islanders, Ottawa Senators, Calgary Flames, and Washington Capitals through his 11 years career in the 90's. After he retired from playing he had to get a job and start the next phase of his life. A majority of players don't have the nest egg we think professional athletes have after they are done playing. But before this Tom Chorske was a highly touted recruited from Minneapolis Southwest High School and Mr. Hockey in 1985. Tom had immense talent. With this talent comes expectations. Listen as Tom Chorske tells us about the pressures of being Mr. Hockey, being a top recruit in the state, feeling he was not living up to the expectations, winning the Stanley Cup and his transition to a post-NHL career. Tom Chorske has 3 kids, lives in Edina, and currently works for Fox Sports North as a hockey analyst, Calabrio as a Key Account Manager, and an advisor for Agency Underground. --- Support this podcast: https://anchor.fm/linklete/support

The explosion in the amount of data available is transforming our ability to analyse business interactions throughout industries. This explosion is only expected to continue with the rise and onset of IoT. But how can organisations utilise this data for their benefit? Not all data is good data and being able to clarify the relevant sources from the background white noise is critical in enabling the most enhanced analytics. With the developments in artificial intelligence and machine learning, optimisation of analytics is not so much a future concept as it is with us right now. Workforce optimisation and analytics specialists Calabrio join Patrick on the podcast to discuss the topic.

One of the fastest growing cloud platforms is CCaaS and one of the leading providers for workforce optimisation is Calabrio who understand the benefits. This podcast explores the importance of customer service and how cloud platforms can enhance an organisation’s ability to provide great service.

Riffing points Is downtown HOT and the suburbs COLD as a place to grow a startup? Calabrio is blowing up their team in Minneapolis -- for more see story on MSPBJ The hardest and easiest roles to hire for in a startup right now A great blog post by Patrick Meenan of Arthur Ventures about recruiting an HR team for startups: https://www.linkedin.com/pulse/dont-forget-scale-hr-patrick-meenan Tesla acquires Perbix -- for more, see story on MSPBJ Casey’s list of crazy MN tech startups you’ve never heard of that do awesome stuff

Business is moving faster than ever. In tech, it is moving even faster. In order to stay ahead, we need to be constantly learning. This is Driving Change, Where we go for a ride with tech leaders to gain insight on their beliefs, habits, routines and influences. On this episode we go for a ride with Tom Goodmanson CEO of Calabrio and talk about building a software product company, culture, and being present to get ahead. Thank you to our sponsor: When I Work creates transformative, simple products that help hourly employees and managers work better together. They spend every day doting over how technology can empower the hourly workforce like nothing the world has ever seen. Check them out at wheniwork.com or in the app store. Watch the When I Work episode with Founder and CEO Chad Halvorson here: https://youtu.be/NXuOxnBno_M Subscribe to Lead by Change at www.leadbychange.com to get early access to new shows and exclusive content.  Produced and Hosted by Jeff Martin, CEO and Founder of Collective Genius  Collective Genius builds software technology companies by recruiting the right talent at the right time. Find them at www.collective-genius.com Music by https://soundcloud.com/andrewapplepie Please Review us in the app store and share!