Working Smarter: Presented by Calabrio

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.

We are excited to be kicking off season 2 of the Working Smarter podcast by sitting down with Paul Stockford, founder and Chief Analyst at Saddletree Research. Paul is one of the the leading voices in the Contact Center world and in this episode he shares some of his insights into potential disruptors to the marketplace. From the new generations entering the workforce to emerging technologies, Paul covers a LOT of ground in this episode so sit back, relax, and settle in for one of our best episodes yet!

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.

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!