Agenda

Agenda at a glance

This is a tentative agenda. Please use it for initial planning purposes only. During each breakout time slot there will be a minimum of 4 sessions running concurrently.

Find our session guide below the agenda.

Sunday

October 1
  • 4:00pm-9:00pm
    Registration

  • 5:00pm-6:00pm
    First-timer Orientation

  • 6:00pm-9:00pm
    Welcome Reception 

Monday

October 2
  • 7:30am-8:30am
    Breakfast

  • 8:30am-10:30am
    General Session

  • 10:45am-11:45am
    Breakout Session

  • 11:45am-1:00pm
    Lunch

  • All Afternoon
    Ask the Experts

  • 1:00pm-4:30pm
    Breakout Sessions

  • 4:40pm-6:30pm
    Networking Showcase

  • Evening on Own

Tuesday

October 3
  • 7:30am-8:30am
    Breakfast

  • All Day
    Ask the Experts

  • 8:30am-12:00pm
    Breakout Sessions

  • 12:00pm-1:30pm
    Lunch

  • 1:30pm-5:00pm
    Breakout Sessions

  • 7:00pm-10:00pm
    Customer Appreciation Party

Wednesday

October 4
  • 7:30am-8:30am
    Breakfast

  • All Morning
    Ask the Experts

  • 8:30am-12:00pm
    Breakout Sessions

  • 12:00pm-1:00pm
    Lunch/Departures

  • 1:00pm-4:00pm
    Post-Conference Training

Session Guide

Check out the session content offered at C3 2017 by clicking through the Session Guide below. The sessions can by filtered by “Session Track” and the expertise level is indicated via the icon in the title bar. To find out which products are featured in each session, click on the session title and the associated icon can be found underneath the speaker name.

Visit the agenda page often to see newly added sessions!

Session Tracks

Customer Experience
Employee Experience
IT/General

Product(s) Featured

Analytics
Quality Management
Workforce Management
Platform/Cloud
Best Practices

Expertise Levels

Beginner Level
Intermediate Level
Advanced Level
All Expertise Levels

Sessions by Track

Contact Center Spotlight: J.D. Byrider Moves from Manual QA to Calabrio QM

Ellen Hatton, Risk Oversight Manager, J.D. Byrider
 

In this session, Ellen Hatton, Risk Oversight Manager at J.D. Byrider, will share her experience moving her contact center’s manual quality assurance process to a more automated program within Calabrio ONE. Perfect for young contact centers, Ellen will share the lessons she learned while migrating their spreadsheet-based scorecards to multiple evaluations in Calabrio QM. You’ll take away practical tips and tricks for developing and streamlining your own quality assurance program.

Gaining QA Efficiencies with Evaluator Goals

Josie Trimnal, Operations Quality Analyst, Grand Canyon University
Ryan Mauldin, Senior Telecommunications Engineer, Grand Canyon University
 

Want to get more from your Calabrio QM investment? Josie Trimnal, Operations Quality Analyst, and Ryan Mauldin, Senior Telecommunications Engineer, of Grand Canyon University will share their success in helping to develop and implement the new Evaluator Goals features in Calabrio QM. They’ll walk through their project requirements, how they implemented process changes and the efficiencies they gained in their quality assurance program with Evaluator Goals.

Workforce Engagement Management (WEM) 101

Kat Worman, Workforce Management Consultant, Calabrio

As workforce optimization (WFO) strategies become standard operating procedure in the modern contact center, workforce engagement management (WEM) is emerging as a powerful new way to elevate and sustain the customer experience. Gartner has fully embraced the shift to WEM, predicting that by 2020, employee engagement will be a key differentiator for one-in-five contact centers—and warning that those that don’t focus on WEM “will struggle to meet customer experience objectives due to reduced caliber and engagement level of employees.” In this session, Kat Worman, WFM Consultant at Calabrio, will get to bottom of the shift to WEM and share ideas on how you can put WEM methodologies in place in your contact center.

Think Like Your Audience: Presenting Data to Influence Decisions

Mary Moilanen, Business Intelligence Analyst, Calabrio

Getting the data from your contact center analytics software is only the first step. Next you have to take action! Most of the time that means getting your staff, peers, or managers on-board. Learn how to transform your data into a compelling story to get buy-in from your audience and see how your analytics software can be a catalyst for positive change in your contact center.

What are the Machines Learning in Your Contact Center?

Margaret Potter, Data Scientist, Calabrio

Maybe you’ve heard that machine learning is some kind of Artificial Intelligence (hint: our software isn’t going to wake up and take over the world). What is machine learning and why should you care? Come hear about what it is and what it isn’t. You’ll identify common examples that we see in the real world, and we’ll wrap it all up by talking about how you can leverage machine learning algorithms in your contact center to increase efficiency and quality.

Be the Change: Creating a Positive Culture in the Contact Center

Beth Bax, Quality Assurance Manager, Grand Canyon University

When the QA department at the Grand Canyon University contact center was introduced 5 years ago, agents were wary of being monitored and evaluated, creating tension within the contact center. Fast forward to today, GCU has turned the QA process into a positive experience for the agents. Beth Bax, Quality Assurance Manager at GCU, will share how GCU’s contact center management transformed the culture in the contact center. She will detail how they keep their agents motivated including contests and awards programs and share how Calabrio ONE has helped support agent engagement.

Confessions of a Great Intraday Manager

Brian Henson, Workforce Management Product Manager
Daniel Acosta, Applications Analyst III, Houston Methodist

Back by popular demand! Intraday Management can make or break your contact center operation. In this interactive session, we’ll cover what Intraday Management is and why it’s so important to help you respond flexibly to dynamic customer and agent behavior in your center. You’ll learn the dos and don’ts, key skills, and essential characteristics for successful Intraday Managers. By the end of this session, you’ll be able to recognize when to follow the rules and when to throw them out the window. Also, hear from Calabrio user Daniel Acosta, Applications Analyst III at Houston Methodist, who will share how he handles Intraday Management for the complexity of the healthcare industry.

You’ll leave with answers to the following questions (and many more):

  • What kind of people do I want in my Intraday Management positions, or do I have any business being an Intraday Manager?
  • What is Intraday Management’s role in my daily post-mortem and prep meeting? (You are doing one of these, right?)
  • How do I staff my Intraday Management team?

Contact Center Spotlight: J.D. Byrider Moves from Manual QA to Calabrio QM

Ellen Hatton, Risk Oversight Manager, J.D. Byrider
 

In this session, Ellen Hatton, Risk Oversight Manager at J.D. Byrider, will share her experience moving her contact center’s manual quality assurance process to a more automated program within Calabrio ONE. Perfect for young contact centers, Ellen will share the lessons she learned while migrating their spreadsheet-based scorecards to multiple evaluations in Calabrio QM. You’ll take away practical tips and tricks for developing and streamlining your own quality assurance program.

Gaining QA Efficiencies with Evaluator Goals

Josie Trimnal, Operations Quality Analyst, Grand Canyon University
Ryan Mauldin, Senior Telecommunications Engineer, Grand Canyon University
 

Want to get more from your Calabrio QM investment? Josie Trimnal, Operations Quality Analyst, and Ryan Mauldin, Senior Telecommunications Engineer, of Grand Canyon University will share their success in helping to develop and implement the new Evaluator Goals features in Calabrio QM. They’ll walk through their project requirements, how they implemented process changes and the efficiencies they gained in their quality assurance program with Evaluator Goals.

Now Hiring: How to Find Great Agents

Brian Henson, Workforce Management Product Manager, Calabrio
Shazila Naseer, Director of Customer Service, ACCC Insurance Company

With high consumer expectations and the renewed focus on the customer experience, modern contact centers are under pressure to attract and retain high-caliber employees capable of handling increasingly complex, high-stakes interactions. But how do you make sure you’re bringing in the right candidates? What should you look for? What should you avoid? In this session, Brian Henson, WFM Product Manager at Calabrio, and Shazila Naseer, Director of Customer Service at ACCC Insurance Company, will share tips and tricks on how to identify quality agents and how to develop effective hiring plans and processes.

WFM Implementations: Do's and Don'ts for WFM Users

Nick Aspenwall, Senior Implementation Engineer, Calabrio

Back by popular demand! Building a strong and practical action plan is critical to implementing WFM and establishing its stable foundation. If you are a business user who is new to WFM or adding it soon, this session is perfect for you. You’ll learn from WFM Implementation Engineer, Nick Aspenwall, about the do’s and don’ts of implementing and configuring WFM.

The Doctor is In: Get a WFM Wellness Check-up

Kat Worman, Workforce Management Consultant, Calabrio

A new skill here, a change in routing there. As time marches on your contact center may be making incremental changes, but is your WFM system changing too? More often than not, contact center personnel are not in the loop when changes are made to routing. And even supervisors, in an effort to chase calls, will add or remove skills from the agent profile which can cause your planning to be invalidated. In this session, Kat Worman, a WFM expert, will share common areas within your WFM system that should be reviewed periodically to ensure WFM aligns with your business environment.

Tips and Tricks for Agent Engagement through Onboarding and Beyond

Kim Guzman, Quality Assurance Analyst, Sutter Health Palo Alto Medical Foundation
 

In this session, Kim Guzman, QA Analyst at Sutter Health Palo Alto Medical Foundation, will share her passion for motivating contact center staff. Kim will share how Sutter Health PAMF has built their quality assurance program across six contact centers. You’ll walk away with new ideas about:

  • Helping new employees transition from new hire training to working independently on the phones
  • Communicating with employees to share changes and keep staff informed
  • Incorporating organizational values into scorecards
  • Soliciting agent input into QA processes for greater buy-in
  • Handling ongoing training for the best in patient experience and improved accuracy

What are the Machines Learning in Your Contact Center?

Margaret Potter, Data Scientist, Calabrio

Maybe you’ve heard that machine learning is some kind of Artificial Intelligence (hint: our software isn’t going to wake up and take over the world). What is machine learning and why should you care? Come hear about what it is and what it isn’t. You’ll identify common examples that we see in the real world, and we’ll wrap it all up by talking about how you can leverage machine learning algorithms in your contact center to increase efficiency and quality.

What's New in WFM

Brian Henson, Workforce Management Product Manager, Calabrio

Check out the latest features in Calabrio WFM! In the session, Brian Henson, WFM Product Manager at Calabrio, will walk through the newest features and show how they can benefit your business. Perfect for anyone, especially those due for an upgrade!

Workforce Engagement Management (WEM) 101

Kat Worman, Workforce Management Consultant, Calabrio

As workforce optimization (WFO) strategies become standard operating procedure in the modern contact center, workforce engagement management (WEM) is emerging as a powerful new way to elevate and sustain the customer experience. Gartner has fully embraced the shift to WEM, predicting that by 2020, employee engagement will be a key differentiator for one-in-five contact centers—and warning that those that don’t focus on WEM “will struggle to meet customer experience objectives due to reduced caliber and engagement level of employees.” In this session, Kat Worman, WFM Consultant at Calabrio, will get to bottom of the shift to WEM and share ideas on how you can put WEM methodologies in place in your contact center.

A Recipe for Disaster Planning

Corey Peoples, Level 4 Support Engineer, Calabrio

No technology is fully immune from the defects, malfunctions, or even “Dave, the end user.” How safe are you from a software or hardware failure, and what plans do you have to get your system back up with as little data loss as possible? In this session, Corey Peoples, Level 4 Support Engineer, will cover redundancy and failover vs disaster plans as well as SQL clustering vs always-on HA groups, so that you can choose the right path for your environment.

Ch-ch-ch-Changes! Managing Change For a New Software Roll Out

Aubrey Diaz, PMO Project Manager, Calabrio

Are you a new or prospective Calabrio customer? Are you implementing a new solution, adding on to your Calabrio ONE suite, or considering an upgrade? In this session, Aubrey Diaz, PMO Program Manager at Calabrio, will walk you through what to consider when adapting your current processes to your new system and how to help your staff prepare for and adjust to these changes for a smooth transition.

Cloud, On-Premises, or Hybrid: Same Great Solution in 3 Great Flavors

Austin Messer, Platform Product Manager, Calabrio

Back by popular demand! Calabrio delivers the flexibility for companies to meet their business needs in a manner that fits any architectural environment, and scales in a way that meets their resource needs. Whether you choose the convenience of Calabrio ONE Cloud, the control and customization of an on-premise deployment, or a hybrid environment, you’ll get a consistent user experience across multiple solutions with no variation in functionality. In this session, we’ll cover each deployment option and the reasons why your organization might choose one deployment method over another, including a hybrid approach.

Connecting the Dots: Get the Whole Picture by Integrating Platforms

Austin Messer, Platform Product Manager, Calabrio

Data helps us connect with our customers to provide business value. In this session, you’ll learn about possibilities for platform integration which will help you leverage APIs, survey data and data from the ACD, CRM, ERP, HRMS and beyond. This session will end with a roundtable to address participant questions, and further discuss compliance, customer journey data and user experience.

Cracking the Code of Log Files

Matt Kroulik, Senior Implementation Engineer, Calabrio

Struggling to make sense of your Calabrio ONE log files? In this session, Matt Kroulik, Senior Implementation Engineer at Calabrio, will share tips and tricks for investigating log files for common issues related to recording and playback as well as login issues. You’ll come away with easy ways to decipher events in your logs to support your troubleshooting efforts.

GIS: Three Little Letters, One Powerful Service

Nick Aspenwall, Senior Implementation Engineer, Calabrio

GIS. You may have heard the acronym but what is it and when do should you use it? Nick Aspenwall, Senior Implementation Engineer at Calabrio, will provide an technical overview of Calabrio WFM’s Generic Interface Service (GIS) and explain how it can benefit in the maintenance of custom historical data. This is a great session for IT users whose organizations are considering the move to the cloud.

Grow with Calabrio: Resources to Support Your Success

Brenda Peterson, Growth & Engagement Design Manager, Calabrio

Great for all attendees, especially new customers and those evaluating Calabrio. In this session, Brenda Peterson, Growth & Engagement Design Manager, will review the resources available to help you grow your Calabrio ONE knowledge and skills. She’ll cover the Calabrio Learning Center Online, new engagement features within the Calabrio ONE suite, microlearning videos, and all of the materials available in the new Customer Success Center.

Maintaining Your WFO Environment

Corey Peoples, Level 4 Support Engineer, Calabrio

When was the last time you calculated how much storage space you need? Or backed up your system? What if you could know about performance issues before your users do? From hardware specifications to daily and monthly tasks, in this session, Corey Peoples, Level 4 Support Engineer, will cover the validation of key metrics and describe important procedures to implement. You’ll come away with tactics to keep your Calabrio ONE environment running in peak condition.

Roundtable: Calabrio ONE for an Avaya Environment

Aaron Moneymaker, Senior Network Engineer, Parkview Health
Corey Peoples, Level 4 Customer Support Engineer, Calabrio
Nick Aspenwall, Senior Implementation Engineer, Calabrio

Avaya centers–this one’s for you! This is your chance to meet other Calabrio + Avaya users and discuss topics relevant to your unique Avaya environment. In this interactive session, Calabrio + Avaya experts will share tips and tricks and best practices to help you bring the full power of Calabrio ONE to your Avaya contact center environment. Hear from Calabrio personnel and customers, including Aaron Moneymaker, Senior Network Engineer at Parkview Health (using Avaya Aura). Bring your Avaya related challenges and questions to this discussion. This session will be dynamic and informative and will include topics chosen by you and your peers.

Roundtable: Customer Success Videos

Brenda Peterson, Growth & Engagement Design Manager, Calabrio

Great for all attendees. In this session, Brenda Peterson, Growth & Engagement Design Manager, will showcase some of their microlearning videos created especially to help Calabrio customers succeed. Come to share your opinions on current resources and influence the future of Calabrio video development! Help us help you!

Staffing for Success: Planning Your WFO Team

Aubrey Diaz, PMO Project Manager, Calabrio

New to WFO or adding on a new module to the suite like WFM or analytics? In this session, Aubrey Diaz, PMO Program Manager at Calabrio, will help you think through all of your staffing needs for your new system. You will leave with a staffing roadmap to ensure that you’re able to cover all the functional areas to get the most out of your system.

Testing the Waters: Why You Need a Lab

Corey Peoples, Level 4 Support Engineer, Calabrio

Every company has a lab environment, but some are lucky enough to have a totally separate environment to run production in. In this session, Corey Peoples, Level 4 Support Engineer, will share how your company can benefit from a designated sandbox environment for testing everything from a configuration change to software upgrades. Corey will share tips on how to build a lab of sufficient complexity to mimic your production environment without breaking your budget.

Turning Up the Volume on Evaluation Forms

Mark Silva, Quality Data Analyst, Grand Canyon University

Now that you have a solid evaluation forms library, are you ready to take them to the next level? This session will cover points vs percentage based forms and best practices to keep your evaluations relevant to your business. Mark Silva, Quality Data Analyst at Grand Canyon University, will share how the GCU team is using metadata in evaluation forms to share training materials with agents to enhance their performance management program.

A Recipe for Disaster Planning

Corey Peoples, Level 4 Support Engineer, Calabrio

No technology is fully immune from the defects, malfunctions, or even “Dave, the end user.” How safe are you from a software or hardware failure, and what plans do you have to get your system back up with as little data loss as possible? In this session, Corey Peoples, Level 4 Support Engineer, will cover redundancy and failover vs disaster plans as well as SQL clustering vs always-on HA groups, so that you can choose the right path for your environment.

Be the Change: Creating a Positive Culture in the Contact Center

Beth Bax, Quality Assurance Manager, Grand Canyon University

When the QA department at the Grand Canyon University contact center was introduced 5 years ago, agents were wary of being monitored and evaluated, creating tension within the contact center. Fast forward to today, GCU has turned the QA process into a positive experience for the agents. Beth Bax, Quality Assurance Manager at GCU, will share how GCU’s contact center management transformed the culture in the contact center. She will detail how they keep their agents motivated including contests and awards programs and share how Calabrio ONE has helped support agent engagement.

Ch-ch-ch-Changes! Managing Change For a New Software Roll Out

Aubrey Diaz, PMO Project Manager, Calabrio

Are you a new or prospective Calabrio customer? Are you implementing a new solution, adding on to your Calabrio ONE suite, or considering an upgrade? In this session, Aubrey Diaz, PMO Program Manager at Calabrio, will walk you through what to consider when adapting your current processes to your new system and how to help your staff prepare for and adjust to these changes for a smooth transition.

Cloud, On-Premises, or Hybrid: Same Great Solution in 3 Great Flavors

Austin Messer, Platform Product Manager, Calabrio

Back by popular demand! Calabrio delivers the flexibility for companies to meet their business needs in a manner that fits any architectural environment, and scales in a way that meets their resource needs. Whether you choose the convenience of Calabrio ONE Cloud, the control and customization of an on-premise deployment, or a hybrid environment, you’ll get a consistent user experience across multiple solutions with no variation in functionality. In this session, we’ll cover each deployment option and the reasons why your organization might choose one deployment method over another, including a hybrid approach.

Confessions of a Great Intraday Manager

Brian Henson, Workforce Management Product Manager
Daniel Acosta, Applications Analyst III, Houston Methodist

Back by popular demand! Intraday Management can make or break your contact center operation. In this interactive session, we’ll cover what Intraday Management is and why it’s so important to help you respond flexibly to dynamic customer and agent behavior in your center. You’ll learn the dos and don’ts, key skills, and essential characteristics for successful Intraday Managers. By the end of this session, you’ll be able to recognize when to follow the rules and when to throw them out the window. Also, hear from Calabrio user Daniel Acosta, Applications Analyst III at Houston Methodist, who will share how he handles Intraday Management for the complexity of the healthcare industry.

You’ll leave with answers to the following questions (and many more):

  • What kind of people do I want in my Intraday Management positions, or do I have any business being an Intraday Manager?
  • What is Intraday Management’s role in my daily post-mortem and prep meeting? (You are doing one of these, right?)
  • How do I staff my Intraday Management team?

Connecting the Dots: Get the Whole Picture by Integrating Platforms

Austin Messer, Platform Product Manager, Calabrio

Data helps us connect with our customers to provide business value. In this session, you’ll learn about possibilities for platform integration which will help you leverage APIs, survey data and data from the ACD, CRM, ERP, HRMS and beyond. This session will end with a roundtable to address participant questions, and further discuss compliance, customer journey data and user experience.

Contact Center Spotlight: J.D. Byrider Moves from Manual QA to Calabrio QM

Ellen Hatton, Risk Oversight Manager, J.D. Byrider
 

In this session, Ellen Hatton, Risk Oversight Manager at J.D. Byrider, will share her experience moving her contact center’s manual quality assurance process to a more automated program within Calabrio ONE. Perfect for young contact centers, Ellen will share the lessons she learned while migrating their spreadsheet-based scorecards to multiple evaluations in Calabrio QM. You’ll take away practical tips and tricks for developing and streamlining your own quality assurance program.

Cracking the Code of Log Files

Matt Kroulik, Senior Implementation Engineer, Calabrio

Struggling to make sense of your Calabrio ONE log files? In this session, Matt Kroulik, Senior Implementation Engineer at Calabrio, will share tips and tricks for investigating log files for common issues related to recording and playback as well as login issues. You’ll come away with easy ways to decipher events in your logs to support your troubleshooting efforts.

Gaining QA Efficiencies with Evaluator Goals

Josie Trimnal, Operations Quality Analyst, Grand Canyon University
Ryan Mauldin, Senior Telecommunications Engineer, Grand Canyon University
 

Want to get more from your Calabrio QM investment? Josie Trimnal, Operations Quality Analyst, and Ryan Mauldin, Senior Telecommunications Engineer, of Grand Canyon University will share their success in helping to develop and implement the new Evaluator Goals features in Calabrio QM. They’ll walk through their project requirements, how they implemented process changes and the efficiencies they gained in their quality assurance program with Evaluator Goals.

GIS: Three Little Letters, One Powerful Service

Nick Aspenwall, Senior Implementation Engineer, Calabrio

GIS. You may have heard the acronym but what is it and when do should you use it? Nick Aspenwall, Senior Implementation Engineer at Calabrio, will provide an technical overview of Calabrio WFM’s Generic Interface Service (GIS) and explain how it can benefit in the maintenance of custom historical data. This is a great session for IT users whose organizations are considering the move to the cloud.

Grow with Calabrio: Resources to Support Your Success

Brenda Peterson, Growth & Engagement Design Manager, Calabrio

Great for all attendees, especially new customers and those evaluating Calabrio. In this session, Brenda Peterson, Growth & Engagement Design Manager, will review the resources available to help you grow your Calabrio ONE knowledge and skills. She’ll cover the Calabrio Learning Center Online, new engagement features within the Calabrio ONE suite, microlearning videos, and all of the materials available in the new Customer Success Center.

Maintaining Your WFO Environment

Corey Peoples, Level 4 Support Engineer, Calabrio

When was the last time you calculated how much storage space you need? Or backed up your system? What if you could know about performance issues before your users do? From hardware specifications to daily and monthly tasks, in this session, Corey Peoples, Level 4 Support Engineer, will cover the validation of key metrics and describe important procedures to implement. You’ll come away with tactics to keep your Calabrio ONE environment running in peak condition.

Now Hiring: How to Find Great Agents

Brian Henson, Workforce Management Product Manager, Calabrio
Shazila Naseer, Director of Customer Service, ACCC Insurance Company

With high consumer expectations and the renewed focus on the customer experience, modern contact centers are under pressure to attract and retain high-caliber employees capable of handling increasingly complex, high-stakes interactions. But how do you make sure you’re bringing in the right candidates? What should you look for? What should you avoid? In this session, Brian Henson, WFM Product Manager at Calabrio, and Shazila Naseer, Director of Customer Service at ACCC Insurance Company, will share tips and tricks on how to identify quality agents and how to develop effective hiring plans and processes.

Staffing for Success: Planning Your WFO Team

Aubrey Diaz, PMO Project Manager, Calabrio

New to WFO or adding on a new module to the suite like WFM or analytics? In this session, Aubrey Diaz, PMO Program Manager at Calabrio, will help you think through all of your staffing needs for your new system. You will leave with a staffing roadmap to ensure that you’re able to cover all the functional areas to get the most out of your system.

Testing the Waters: Why You Need a Lab

Corey Peoples, Level 4 Support Engineer, Calabrio

Every company has a lab environment, but some are lucky enough to have a totally separate environment to run production in. In this session, Corey Peoples, Level 4 Support Engineer, will share how your company can benefit from a designated sandbox environment for testing everything from a configuration change to software upgrades. Corey will share tips on how to build a lab of sufficient complexity to mimic your production environment without breaking your budget.

The Doctor is In: Get a WFM Wellness Check-up

Kat Worman, Workforce Management Consultant, Calabrio

A new skill here, a change in routing there. As time marches on your contact center may be making incremental changes, but is your WFM system changing too? More often than not, contact center personnel are not in the loop when changes are made to routing. And even supervisors, in an effort to chase calls, will add or remove skills from the agent profile which can cause your planning to be invalidated. In this session, Kat Worman, a WFM expert, will share common areas within your WFM system that should be reviewed periodically to ensure WFM aligns with your business environment.

Think Like Your Audience: Presenting Data to Influence Decisions

Mary Moilanen, Business Intelligence Analyst, Calabrio

Getting the data from your contact center analytics software is only the first step. Next you have to take action! Most of the time that means getting your staff, peers, or managers on-board. Learn how to transform your data into a compelling story to get buy-in from your audience and see how your analytics software can be a catalyst for positive change in your contact center.

Tips and Tricks for Agent Engagement through Onboarding and Beyond

Kim Guzman, Quality Assurance Analyst, Sutter Health Palo Alto Medical Foundation
 

In this session, Kim Guzman, QA Analyst at Sutter Health Palo Alto Medical Foundation, will share her passion for motivating contact center staff. Kim will share how Sutter Health PAMF has built their quality assurance program across six contact centers. You’ll walk away with new ideas about:

  • Helping new employees transition from new hire training to working independently on the phones
  • Communicating with employees to share changes and keep staff informed
  • Incorporating organizational values into scorecards
  • Soliciting agent input into QA processes for greater buy-in
  • Handling ongoing training for the best in patient experience and improved accuracy

Turning Up the Volume on Evaluation Forms

Mark Silva, Quality Data Analyst, Grand Canyon University

Now that you have a solid evaluation forms library, are you ready to take them to the next level? This session will cover points vs percentage based forms and best practices to keep your evaluations relevant to your business. Mark Silva, Quality Data Analyst at Grand Canyon University, will share how the GCU team is using metadata in evaluation forms to share training materials with agents to enhance their performance management program.

Roundtable: Calabrio ONE for an Avaya Environment

Aaron Moneymaker, Senior Network Engineer, Parkview Health
Corey Peoples, Level 4 Customer Support Engineer, Calabrio
Nick Aspenwall, Senior Implementation Engineer, Calabrio

Avaya centers–this one’s for you! This is your chance to meet other Calabrio + Avaya users and discuss topics relevant to your unique Avaya environment. In this interactive session, Calabrio + Avaya experts will share tips and tricks and best practices to help you bring the full power of Calabrio ONE to your Avaya contact center environment. Hear from Calabrio personnel and customers, including Aaron Moneymaker, Senior Network Engineer at Parkview Health (using Avaya Aura). Bring your Avaya related challenges and questions to this discussion. This session will be dynamic and informative and will include topics chosen by you and your peers.

Roundtable: Customer Success Videos

Brenda Peterson, Growth & Engagement Design Manager, Calabrio

Great for all attendees. In this session, Brenda Peterson, Growth & Engagement Design Manager, will showcase some of their microlearning videos created especially to help Calabrio customers succeed. Come to share your opinions on current resources and influence the future of Calabrio video development! Help us help you!

What are the Machines Learning in Your Contact Center?

Margaret Potter, Data Scientist, Calabrio

Maybe you’ve heard that machine learning is some kind of Artificial Intelligence (hint: our software isn’t going to wake up and take over the world). What is machine learning and why should you care? Come hear about what it is and what it isn’t. You’ll identify common examples that we see in the real world, and we’ll wrap it all up by talking about how you can leverage machine learning algorithms in your contact center to increase efficiency and quality.

WFM Implementations: Do's and Don'ts for WFM Users

Nick Aspenwall, Senior Implementation Engineer, Calabrio

Back by popular demand! Building a strong and practical action plan is critical to implementing WFM and establishing its stable foundation. If you are a business user who is new to WFM or adding it soon, this session is perfect for you. You’ll learn from WFM Implementation Engineer, Nick Aspenwall, about the do’s and don’ts of implementing and configuring WFM.

What's New in WFM

Brian Henson, Workforce Management Product Manager, Calabrio

Check out the latest features in Calabrio WFM! In the session, Brian Henson, WFM Product Manager at Calabrio, will walk through the newest features and show how they can benefit your business. Perfect for anyone, especially those due for an upgrade!

Workforce Engagement Management (WEM) 101

Kat Worman, Workforce Management Consultant, Calabrio

As workforce optimization (WFO) strategies become standard operating procedure in the modern contact center, workforce engagement management (WEM) is emerging as a powerful new way to elevate and sustain the customer experience. Gartner has fully embraced the shift to WEM, predicting that by 2020, employee engagement will be a key differentiator for one-in-five contact centers—and warning that those that don’t focus on WEM “will struggle to meet customer experience objectives due to reduced caliber and engagement level of employees.” In this session, Kat Worman, WFM Consultant at Calabrio, will get to bottom of the shift to WEM and share ideas on how you can put WEM methodologies in place in your contact center.

Post-Conference Training

Calabrio ONE 10.0 and Calabrio ONE Cloud Tenant Administrator

This course covers the configuration of the Calabrio ONE 10.0 and Calabrio ONE Cloud tenants. It will cover the tenant configuration, user administration, storage management and more.

After completion, learners should be able to demonstrate the following skills:

  • Add and manage users
  • Manage tenant connections to the ACD
  • Audit tenant performance

Cost: $300

Are you ready to rock?