Agenda

C3 2017 agenda coming soon…

Session Guide

Check out all of the great session content offered at Calabrio Customer Connect 2016 by clicking on the tracks located in the session menu below. Make sure to pay special attention to the Session Type and Expertise Level. These are shown directly under the instructor’s name in the Session Description dropdown.

Session Guide Key

Track

QM
WFM
Analytics
Cloud/Platform/General

Session Types

Thought Leadership
Product Training & Best Practice
Peer-to-peer

 Expertise Level

Beginner
Intermediate
Advanced
All

Sessions By Track

5 Things You Didn't Know About Calabrio QM

Michael Bailey, Technical Training Specialist
Monday, 2:15pm – 3:15pm, Bergen 3

Calabrio QM is a robust solution that offers easy-to-use tools that go beyond evaluations. If you’re a newer Calabrio QM, user this session is for you. We’ll cover recording controls, the notification client, automatic pause and resume, recording URLs, and recording visibility. You’ll walk away with new tools to streamline your contact center operations.

AMA with the QM Experts

Austin Messer, Product Manager
Chad Norberg, Implementation Services Manager
Mark Jenkins, Training Manager
Martin Hoff, Product Marketing Manager
Rafael Lopez, Support Services Manager

Tuesday, 11:00am – 12:00pm, Bergen 1

This is your chance to ask anything QM! In this interactive session, our panel of experts (including Calabrio users and Calabrio experts from Implementation, Product Management, & Product Marketing) will answer questions submitted by you—our conference attendees! Bring your challenges and questions to the panel.  This session will be dynamic and informative and will include QM topics chosen by you and your peers.

Getting Started with Calabrio QM

Kate Gosewisch, Senior Technical Support Specialist, Vantage West Credit Union
Tom Schreiner, Technical Training Specialist
Monday, 10:30am – 11:30am, New Sweden 3

What is QM? Quiet Monitoring? Quick Motivation? Quirky Mathematics? Yes, but it also stands for Quality Management. We’ll fill you in on many of the ways you can use Calabrio Quality Management to motivate your agents, monitor the health of your contact center and avoid the quirky math. Specifically, we’ll show you how Calabrio Quality Management can be used to archive recordings, evaluate agents, monitor contact center health and keep it simple.

New QM Features that Save the Day

Michael Bailey, Technical Training Specialist
Monday, 1:00pm – 2:00pm, Bergen 3

Contact center challenges, like comic book villains, are constantly changing. Your Quality Management solution, like a comic book hero, needs to adapt to these changes. The latest version of Calabrio Quality Management gives you new powers to face your challenges, old or new.  Get empowered at this session with new ways to approach Goals, Tasks, Retention Options, and Improved Metadata and Survey Integration.

Solving the Puzzle of Motivating Agents Roundtable

Arthur Osmelak, Manager, Northwestern Memorial Hospital
Belinda Eastlack, Salon Support and Service Desk Manager, Regis Corporation
Kate Gosewisch, Senior Technical Support Specialist, Vantage West Credit Unio
Martin Hoff, Product Marketing Manager
Shazila Naseer, Director of Customer Service, ACCC Insurance Company
Tuesday, 9:45am – 10:45am, Bergen 1

Employee motivation can be the most challenging management task – but it also has the biggest impact on overall contact center performance and success.  In this interactive session, learn from other contact center professionals about what they’re doing to motivate agents to be productive and engaged. You’ll come away with some fresh ideas to implement right away!

Taking Evaluation Forms to the Next Level

Beth Bax, Assistant Director, Quality Assurance, Grand Canyon University
Mark Jenkins, Training Manager
Monday, 3:30pm – 4:30pm, Bergen 1

Now that you have a solid evaluation forms library, are you ready to take them to the next level? If so, attend this session to learn the differences between points and percentage based forms. Learn best practices to keep your evaluation results valuable to you and your contact center. Understand why you may have agents do self-evaluations and how you can manage those results.

Tapping into the Customer Experience

Mary Rogers, Contact Center Speech Analyst
Tuesday, 11:00am – 12:00pm, New Sweden 3

Learn how Calabrio Analytics can help you take your quality assurance program to the next level. Customers can be fickle and may stop doing business with you based on a single poor customer service experience.  Learn how Calabrio Analytics can enhance your QM processes by identifying training issues or process improvement opportunities to drive better customer experiences.

The Secret to Agent Success: Coach Them Up or Coach Them Out

Brad Snedeker, Director of Innovation
Kate Gosewisch, Senior Technical Support Specialist, Vantage West Credit Union
Tuesday, 4:00pm – 5:00pm, New Sweden 1 & 2
Wednesday, 8:30am – 9:30am, Bergen 1

Effective coaching and training are critical components of agent development and engagement.  Calabrio QM equips your staff with the knowledge and tools for success while providing an effective way for agents to understand their strengths and weaknesses.  In this session, you will learn how leveraging coaching and training techniques can lead to improved agent performance and better interactions with customers.

The Value of Quality Analytics to Your Organization

Boris Chaplin, Product Manager
Martin Hoff, Product Marketing Manager
Tuesday, 1:30pm – 2:30pm, New Sweden 3
Wednesday, 9:45am – 10:45am, Bergen 2

QM?  Analytics?  Aren’t those two separate products with two separate audiences?  That’s been the traditional line of thinking, but in this session we will unlock the value these two products bring to your organization when paired together.  From targeted quality management to agent benchmarking to predictive call scoring to selling opportunities, you will learn how you can make key strategic business decisions based on the data you receive from utilizing both products.

AMA with the WFM Experts

Brian Henson, Workforce Management Product Manager
David Pritchard, Operations Analyst, Bank of the West
Jarrod Knopfel, Senior Manager of Workforce Management, eHealth
Tuesday, 4:00pm – 5:00pm, Bergen 1

This is your chance to ask anything WFM! In this interactive session, our panel of experts will answer questions submitted by you—our conference attendees. If you have a question or an issue that has been a challenge to your team, bring your question to the panel. This session will be dynamic and informative and will include topics chosen by you and your peers.

Avoid Driving Blind: Long-Term Workforce Planning

Bob Caston, Senior Client Services Consultant
Brian Henson, Workforce Management Product Manager
Monday, 1:00pm – 2:00pm, New Sweden 1 & 2

Take your workforce planning to the next level with this session.  You’ll leave with a solid understanding of the difference between Strategic Forecasting, Capacity Planning and Long Range Forecasting, and why they’re important.  You’ll learn:

  • Which long range planning metrics make the most sense (and which ones are an exercise in insanity)
  • How far into the future “long range” is
  • How the Rule of 3 can help you in communicating “The Plan”
  • Tools, tips, and tricks that you can use right away

Confessions of a Great Intraday Manager

Brian Henson, Workforce Management Product Manager
Daniel Acosta, Workforce Management Analyst, VITAS Healthcare
Tuesday, 8:30am – 9:30am, Bergen 3

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, Workforce Management Analyst at VITAS Healthcare, 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?

Introduction to Dynamic Scheduling

Tim Ling, Technical Training Specialist
Monday, 2:15pm – 3:15pm, New Sweden 3

So you’ve heard about this thing called Dynamic Scheduling or better yet, you are looking at implementing Dynamic Scheduling within your contact center.  But you have questions. How does this thing work? How do I make this work in my contact center? During this interactive session, we’ll use real-world scenarios to illustrate the fundamental concepts behind Dynamic Scheduling, how to use it in your call center, and how it impacts key performance metrics while reducing operational costs.  Participants will:

  • Gain an understanding of the fundamental concepts behind Dynamic Scheduling
  • Learn how to balance the business staffing needs against agent work/life balance requirements with Dynamic Scheduling
  • Learn best practices associated with deploying Dynamic Scheduling
  • Learn how to structure a roll out plan for Dynamic Scheduling

Is Your WFM Out of Touch with Reality?

Kat Worman, Workforce Management Consultant
Tuesday, 9:45am – 10:45am, New Sweden 1 & 2

Remember the day WFM was installed? You were amazed at how easy it was to use and how it saved you so much time. Now, time has passed and you may be adding little tasks to get better results from your system. As time marches on your contact center may change its strategy, is your WFM changing too? Kat Worman, a WFM expert, will share common areas that should be reviewed periodically to ensure your WFM system reflects your business environment.

Join the Work From Home Movement

Joel White, Scheduling Manager, U-Haul
Monday, 10:30am – 11:30am, Bergen 2

With 85% of their agents working from home, Joel White, Scheduling Manager, and his team at U-Haul have perfected the art of managing remote employees. In this session, Joel will walk through how the U-Haul team hires, manages and motivates its work-at-home workforce. He’ll cover some of the challenges (Canadian and State laws) he’s encountered and the opportunities (like work/life balance, employee loyalty, and cost reduction) that can be found by embracing the work from home movement.

No Crystal Ball Needed: Advanced Forecasting for Success

Brad Snedeker, Director of Innovation
Tuesday, 2:45pm – 3:45pm, Bergen 3

Back by popular demand. Whether creating short-term forecasts for scheduling purposes or long-term forecasts for strategic planning, understanding the capabilities of the Calabrio WFM Forecasting Engine allows the Workforce staff to achieve the most accurate forecast possible.  In this session we will discuss how to get the most out of the Forecasting Engine including understanding historical data, long-term vs. short-term forecasting, forecasting for seasonality, and more!

Learning Objectives:

  • Understanding historical data and trends
  • Understanding Intraday Forecasting
  • Forecasting vs. Strategic Planning

The Surprising Habits Behind Effective Scheduling in the Modern Contact Center

Bob Caston, Senior Client Services Consultant
Monday, 3:30pm – 4:30pm, New Sweden 1 & 2

As customer expectations continue to change, assessing and planning the contact center’s workload will become increasingly difficult. As omnichannel expands, scheduling non-voice activities must be a priority for your contact center. In this session, you’ll gain a thorough understanding of the four philosophies behind better schedules. You’ll learn how to model different scenarios to ensure all activities are covered. You’ll also learn tips and tricks to resolve scheduling conflicts and ensure your processes are flexible.

WFM Implementation – Do's and Don'ts

Mark Jenkins, Training Manager
Nick Aspenwall, Implementation Engineer
Monday, 1:00pm – 2:00pm, New Sweden 3

Building a strong and practical action plan is critical to implementing WFM and establishing its stable foundation.  If you’re organization 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.

WFM Strategic Focus Group

Brian Henson, Workforce Management Product Manager
Wednesday, 8:30am – 9:30am, Bergen 2

Join the Calabrio WFM team and peers in a discussion around where the future of your business is going and how this will impact your workforce management. We will discuss trends that you are seeing, such as how millennials are effecting the workforce, creative balance in skill groups as well as how to manage simultaneous chats as a few examples.

WFM: The Blueprint to a Compelling Business Case Your Executives Will Sign Off On

Bob Caston, Senior Client Services Consultant
Brian Henson, Workforce Management Product Manager
Kat Worman, Workforce Management Consultant
Rachel Auer, Product Marketing Specialist
Tuesday, 11:00am – 12:00pm, Bergen 3
Wednesday, 9:45am – 10:45am, Bergen 1

Interested in Calabrio Workforce Management but can’t get your boss on board?  Work with us to create a customized business case for Calabrio WFM in your contact center.  Work with Calabrio experts in small groups to determine the value Calabrio WFM can add to your organization.

4 Steps to Success with Customer Analytics

Jami Blake, Director, Voice of Customer & Change Management, Tiffany & Co.
Monday, 1:00pm – 2:00pm, Bergen 2

Jami Blake will share how she gained buy-in for an investment in analytics and built a Voice of the Customer program at Tiffany & Co.  Jami will outline the four stages of successfully launching analytics in the contact center and explain how Tiffany is transitioning its focus from contact center efficiency to the customer experience. This session a must-see for anyone looking to build a business case for Calabrio Analytics to enhance the value of QM and gain insight into the voice of the customer.

AMA with the Analytics Experts

Brad Snedeker, Director of Innovation
John Eisele
, Manager, Strategic Initiatives
Mark Egge, Contact Center Speech Analyst
Mary Moilanen, Business Intelligence Analyst
Mary Rogers, Contact Center Speech Analyst

Tuesday, 1:30pm – 2:30pm, Bergen 1

Whether you’re a power user or just beginning to consider adding analytics to your contact center, this is your chance to ask anything analytics! In this interactive session, Calabrio’s panel of analytics experts will answer your questions and provide best practice suggestions.  Learn how other customers have gotten started with their analytics project.  Discover what other customers found in their interactions and what they did next.  This session will be dynamic and informative and will include topics chosen by you and your peers.

Analysis 101 to Analytics 404: The Journey to Advanced Customer Analytics

Ryan Bradley, Director, Center of Excellence, Erie Insurance
Tuesday, 8:30am – 9:30am, Bergen 2

In this interactive session, Ryan Bradley will show you how Erie Insurance used a project in Calabrio Analytics to validate $10M in ROI. Skeptical?  Come see for yourself as Ryan walks through the analytics project he championed to confirm the success of a change to a credit card policy. Ryan will answer your burning questions so you too can take your analytics aspirations from gut feeling to growth for your company.

Analytics: The Blueprint to a Compelling Business Case Your Executives Will Sign Off On

Brady Haggstrom, Senior Product Marketing Specialist
John Eisele
, Manager, Strategic Initiatives
Mark Egge, Contact Center Speech Analyst
Mary Rogers, Contact Center Speech Analyst
Tuesday, 4:00pm – 5:00pm, Bergen 3
Wednesday, 11:00am – 12:00pm, Bergen 2

Interested in Calabrio Analytics but can’t get your boss on board?  Work with us to create a customized business case for Calabrio Analytics in your contact center.  Work with Calabrio experts in small groups to determine the value Calabrio Analytics can add to your organization.  Enter to win a Calabrio Analytics Workshop with the Innovation Center to prove the impact Calabrio Analytics can have on your company.

Finding Untapped Potential in Your Organization

Mary Rogers, Contact Center Speech Analyst
Monday, 3:30pm – 4:30pm, New Sweden 3

Uncover the untapped potential in your human capital!  By leveraging analytics to validate and quantify workforce efforts you can improve the customer experience.  In this session, you’ll learn how incorporating analytics and WFM will help you discover and act upon opportunities for efficiency. Learn how to identify root causes of high-customer effort transactions and internal business processes. You’ll also get ideas to re-energize your workforce (cross-training, advanced skills development, capitalize on placement by competency, etc.).

Nailing Down the Details of Phrase Optimization

Mark Egge, Contact Center Speech Analyst
Tuesday, 9:45am – 10:45am, New Sweden 3

Speech Analytics can offer invaluable insights and capture information around contact center quality, business processes, and marketing efforts.  However, to truly hear the voice of the customer or the voice of the agent, the right phrases must be used and combined to tell the whole story.  In this session, you’ll learn the types of phrases you should be looking for in Calabrio Analytics. You’ll gain a better understanding of the importance of tuning your phrases and best practices for phrase tuning for maximum value.

The Power of Desktop Analytics

Mark Egge, Contact Center Speech Analyst
Tuesday, 2:45pm – 3:45pm, New Sweden 3

Desktop Analytics can be daunting but the insights gained from how agents are utilizing applications and websites is key.  In this session you’ll learn best practices to get the most out of your Desktop Analytics findings. How can Desktop Analytics findings be managed and used?  How can you improve your compliance efforts with automated triggers?  These questions and more will be answered in this session.

Unlocking the Enigma of Voice of the Customer Across Channels

Brady Haggstrom, Senior Product Marketing Specialist
John Eisele, Manager, Strategic Initiatives
Monday, 10:30am – 11:30am, New Sweden 1 & 2

Interaction analytics can help you uncover the true voice of the customer, regardless of channel. Whether you’re a new Calabrio Analytics user or are considering adding it to your Calabrio ONE suite, this session will help you understand the valuable information that’s hiding in your customer interactions. You’ll leave this session with a better understanding of how to discover what your customers are thinking and what they will do next.

What are YOU Looking at? Data Visualization for Everyone

Mary Moilanen, Business Intelligence Analyst
Tuesday, 4:00pm – 5:00pm, New Sweden 3

That flashy dashboard or chart may look impressive but how well is it actually helping you get the most out of your data? Understanding data visualization techniques can make the difference between pretty visuals and powerful ones. In this session you’ll learn basic design principles that will take your analytics projects to the next level.

What Your Contact Center Data Could Be Telling You

Mark Egge, Contact Center Speech Analyst
Monday, 2:15pm – 3:15pm, New Sweden 1 & 2

Utilizing the entire Calabrio Analytics suite (speech, desktop, and text analytics) can provide incredible business intelligence about what is currently happening in an organization and, more importantly, how it can be improved. What are your customers saying?  How effective are your agents?  What processes could be improved?  How can you increase revenues while decreasing costs? These are just some of the questions we’ll dig into in this session.

Best Practices for Agent Engagement in the Contact Center

Brad Snedeker, Director of Innovation
Tuesday, 9:45am – 10:45am, Bergen 3

We all know that happy agents are productive agents. But what techniques are most effective for ensuring high levels of agent engagement and motivation? In this session, we’ll discuss gamification and strategies for motivating agents. Session attendees will have a chance to share best practices, too.

Bridging the Gap: Building Strong Relationships Between IT and the Business

Barb Neumann, Information Technology Specialist 4, MNIT Services, State of Minnesota
Jeff House, Telecom Infrastructure IT Specialist, MNIT Services, State of Minnesota
Kathleen Johnson, Voice Network Services Designer, MNIT Services, State of Minnesota
Tuesday, 9:45am – 10:45am, Bergen 2

The State of Minnesota IT Services (known as MNIT Services) isn’t your typical internal IT department. Their unique structure positions them in a technology consultant role for a variety of government entities from the Department of Revenue to the Public Employees Retirement Association. In this session, learn how MNIT Services supports their diverse client base. Find out more about how they set up technical systems, connect new customers with existing customers and even facilitate their own user group to improve knowledge transfer. They will share their lessons learned and best practices.

Calabrio ONE Platform: Same Solution with Flexibility (Cloud, On-Premises, Hybrid)

Martin Hoff, Product Marketing Manager
Tuesday, 2:45pm – 3:45pm, Bergen 1

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 our cloud offering, the control and customization of our on-premise deployment, or a hybrid environment, you get a consistent user experience across multiple solutions built from the ground up on a single platform 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, Product Manager
Mark Egge, Contact Center Speech Analyst
Monday, 3:30pm – 4:30pm, Bergen 3
Wednesday, 11:00am – 12:00pm, Bergen 1

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, post call surveys 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 Centers Around the World: Strategies for Global Deployment

Mynhardt Kitshoff, Voice Architect, Maersk
Tuesday, 4:00pm – 5:00pm, Bergen 2

Mynhardt Kitshoff, Voice Architect for Maersk, will present the challenges of managing the global contact center deployment for the world’s leading shipping company. With hundreds of offices around the world, Maersk must deal with vastly different regulations across regions as well as complications with technology infrastructure. Mynhardt will share his strategy for maintaining a global quality standard and balancing the needs of the business while juggling these challenges. This session is a “must see” for any IT or contact center professional managing multiple locations or preparing for a global expansion.

Insomniac Theater – What’s Keeping You Up at Night?

Paul Stockford, Chief Analyst, Saddletree Research
Monday, 2:15pm – 3:15pm, Bergen 2

The contact center industry is changing at an unprecedented pace with new customer care concepts, strategies, tactics and technologies being introduced at warp speed.  In the meantime, there are challenges that have existed for years and still haven’t been solved.  What should your priorities be for the next six months? How about for the next year or even the next five years? In this session, Saddletree Research chief analyst Paul Stockford discusses the results of 2016 research conducted among customer care professionals that pinpoints which issues and priorities are keeping them up at night.  Don’t lose any more sleep – discover what’s on the collective minds of your peers.

Introducing Calabrio ONE Cloud!

Brian Humenansky, Senior Vice President of Product Development
Monday, 10:30am – 11:30am, Bergen 3
Tuesday, 8:30am – 9:30am, New Sweden 1 & 2

At Calabrio, we’re in a unique spot where we can uncover trends and market shifts in the industry before others.  The Cloud is one of those trends that is truly a game changer for contact centers. That is why we’ve built a Cloud product from the ground up and developed it so Calabrio ONE (QM, WFM, Analytics) has a consistent user experience with no variation in functionality from our on-premise product. In this session, you will learn more about Cloud and why Calabrio Cloud is a superior product to the competition.

Maintaining Your Calabrio ONE Environment

Corey Peoples, Level 4 Customer Support Engineer
Tuesday, 11:00am – 12:00pm, New Sweden 1 & 2
Wednesday, 8:30am – 9:30am, Bergen 3

When was the last time you figured out 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, this session 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 is running in peak condition.

Modernize Your Contact Center in the Cloud

Mayur Anadkat, Vice President of Product Marketing, Five9
Tuesday, 1:30pm – 2:30pm, Bergen 2

Learn how smart customer service organizations are using Five9’s modernized cloud contact center software integrated with Calabrio’s workforce optimization solution to engage today’s omnichannel consumer on their terms, whether it’s email, a phone call or a video chat. Five9 and Calabrio’s consumer centric approach provides needed insights into the customer journey through the predictive web analytics platform that enables businesses to be proactive and predictive about how and when to engage with customers in real-time.

  • Take your customer engagement strategy to the next level with the latest technology in the cloud
  • Leverage the emerging trends that are revolutionizing the contact center industry
  • Optimize your contact center with a fully integrated approach across the customer journey
  • Align your workforce to your workload and deliver a more consistent customer experience

Reduce Ramp-Up Time by Building an Effective Onboarding Program

Brenda Peterson, Learning Center Manager
Tuesday, 1:30pm – 2:30pm, New Sweden 1 & 2
Wednesday, 9:45am – 10:45am, Bergen 3

New agent training is critically important to agent success. How does your organization get new agents up to speed? In this session, we’ll review Calabrio resources available to help with new hire onboarding and also find out what has been working (and not working as well) in your organization. Come to share your best practices and learn a new trick or two!

See the Contact Center Through Change: Strategizing for Growth

Jim Lavery, Vice President of Contact Centers and Credit Services, Desert Schools Federal Credit Union
Monday, 3:30pm – 4:30pm, Bergen 2

Jim Lavery, Vice President of Contact Centers and Credit Services, will share his vision and strategy to keep the Desert Schools Federal Credit Union contact center on course through recent growth, including expanding to 24-hour operations and launching new channels. Jim will explain his “SEE the Difference” plan-Service, Efficiency, Expenses-and how Calabrio ONE helps the organization to track and make improvements in these areas. Don’t miss this session to learn how your fellow contact center professionals are conquering challenges that come with growth.

Supporting Calabrio at Your Organization: Ask the IT Experts

Corey Peoples, Level 4 Customer Support Engineer
Frank Neubecker, Senior Implementation Engineer / Architect
Isaak Shaqalle, Innovation Center Engineer

Steve Schlegel, Instructional Designer
Monday, 2:15pm – 3:15pm, Bergen 1

Here’s your chance to get your questions answered!  The Calabrio experts who implement and support Calabrio ONE every day will help with your IT-focused inquiries and scenarios.  Calabrio Implementation Services, Support Services and Innovation Center will be on hand for this interactive session.

Unleash the Power of Microlearning

Paul Hannan, Instructional Designer
Tuesday, 2:45pm – 3:45pm, New Sweden 1 & 2
Wednesday, 11:00am – 12:00pm, Bergen 3

Brain research consistently finds that humans learn best in 10- to 15-minute spurts. So why are we still training in hours and days instead of minutes? Microlearning is the idea that large concepts can be broken down into small, consumable bits. These chunks tap into the way the human brain is wired and easily fit within the modern workday. Learn the key concepts behind microlearning that you can apply to training in your contact center, how Calabrio is designing microlearning to help reach our users, and help shape the future of Calabrio’s content library.

What are the Machines Learning in Your Contact Center?

Margaret Potter, Data Scientist
Tuesday, 8:30am – 9:30am, New Sweden 3

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 learn real-world use cases, and how to leverage machine learning algorithms in your contact center to increase efficiency and quality.

All Sessions

4 Steps to Success with Customer Analytics

Jami Blake, Director, Voice of Customer & Change Management, Tiffany & Co.
Monday, 1:00pm – 2:00pm, Bergen 2

Jami Blake will share how she gained buy-in for an investment in analytics and built a Voice of the Customer program at Tiffany & Co.  Jami will outline the four stages of successfully launching analytics in the contact center and explain how Tiffany is transitioning its focus from contact center efficiency to the customer experience. This session a must-see for anyone looking to build a business case for Calabrio Analytics to enhance the value of QM and gain insight into the voice of the customer.

5 Things You Didn't Know About Calabrio QM

Michael Bailey, Technical Training Specialist
Monday, 2:15pm – 3:15pm, Bergen 3

Calabrio QM is a robust solution that offers easy-to-use tools that go beyond evaluations. If you’re a newer Calabrio QM, user this session is for you. We’ll cover recording controls, the notification client, automatic pause and resume, recording URLs, and recording visibility. You’ll walk away with new tools to streamline your contact center operations.

AMA with the Analytics Experts

Brad Snedeker, Director of Innovation
John Eisele
, Manager, Strategic Initiatives
Mark Egge, Contact Center Speech Analyst
Mary Moilanen, Business Intelligence Analyst
Mary Rogers, Contact Center Speech Analyst

Tuesday, 1:30pm – 2:30pm, Bergen 1

Whether you’re a power user or just beginning to consider adding analytics to your contact center, this is your chance to ask anything analytics! In this interactive session, Calabrio’s panel of analytics experts will answer your questions and provide best practice suggestions.  Learn how other customers have gotten started with their analytics project.  Discover what other customers found in their interactions and what they did next.  This session will be dynamic and informative and will include topics chosen by you and your peers.

AMA with the QM Experts

Austin Messer, Product Manager
Chad Norberg, Implementation Services Manager
Mark Jenkins, Training Manager
Martin Hoff, Product Marketing Manager
Rafael Lopez, Support Services Manager

Tuesday, 11:00am – 12:00pm, Bergen 1

This is your chance to ask anything QM! In this interactive session, our panel of experts (including Calabrio users and Calabrio experts from Implementation, Product Management, & Product Marketing) will answer questions submitted by you—our conference attendees! Bring your challenges and questions to the panel.  This session will be dynamic and informative and will include QM topics chosen by you and your peers.

AMA with the WFM Experts

Brian Henson, Workforce Management Product Manager
David Pritchard, Operations Analyst, Bank of the West
Jarrod Knopfel, Senior Manager of Workforce Management, eHealth
Tuesday, 4:00pm – 5:00pm, Bergen 1

This is your chance to ask anything WFM! In this interactive session, our panel of experts will answer questions submitted by you—our conference attendees. If you have a question or an issue that has been a challenge to your team, bring your question to the panel. This session will be dynamic and informative and will include topics chosen by you and your peers.

Analysis 101 to Analytics 404: The Journey to Advanced Customer Analytics

Ryan Bradley, Director, Center of Excellence, Erie Insurance
Tuesday, 8:30am – 9:30am, Bergen 2

In this interactive session, Ryan Bradley will show you how Erie Insurance used a project in Calabrio Analytics to validate $10M in ROI. Skeptical?  Come see for yourself as Ryan walks through the analytics project he championed to confirm the success of a change to a credit card policy. Ryan will answer your burning questions so you too can take your analytics aspirations from gut feeling to growth for your company.

Analytics: The Blueprint to a Compelling Business Case Your Executives Will Sign Off On

Brady Haggstrom, Senior Product Marketing Specialist
John Eisele
, Manager, Strategic Initiatives
Mark Egge, Contact Center Speech Analyst
Mary Rogers, Contact Center Speech Analyst
Tuesday, 4:00pm – 5:00pm, Bergen 3
Wednesday, 11:00am – 12:00pm, Bergen 2

Interested in Calabrio Analytics but can’t get your boss on board?  Work with us to create a customized business case for Calabrio Analytics in your contact center.  Work with Calabrio experts in small groups to determine the value Calabrio Analytics can add to your organization.  Enter to win a Calabrio Analytics Workshop with the Innovation Center to prove the impact Calabrio Analytics can have on your company.

Avoid Driving Blind: Long-Term Workforce Planning

Bob Caston, Senior Client Services Consultant
Brian Henson, Workforce Management Product Manager
Monday, 1:00pm – 2:00pm, New Sweden 1 & 2

Take your workforce planning to the next level with this session.  You’ll leave with a solid understanding of the difference between Strategic Forecasting, Capacity Planning and Long Range Forecasting, and why they’re important.  You’ll learn:

  • Which long range planning metrics make the most sense (and which ones are an exercise in insanity)
  • How far into the future “long range” is
  • How the Rule of 3 can help you in communicating “The Plan”
  • Tools, tips, and tricks that you can use right away

Best Practices for Agent Engagement in the Contact Center

Brad Snedeker, Director of Innovation
Tuesday, 9:45am – 10:45am, Bergen 3

We all know that happy agents are productive agents. But what techniques are most effective for ensuring high levels of agent engagement and motivation? In this session, we’ll discuss gamification and strategies for motivating agents. Session attendees will have a chance to share best practices, too.

Bridging the Gap: Building Strong Relationships Between IT and the Business

Barb Neumann, Information Technology Specialist 4, MNIT Services, State of Minnesota
Jeff House, Telecom Infrastructure IT Specialist, MNIT Services, State of Minnesota
Kathleen Johnson, Voice Network Services Designer, MNIT Services, State of Minnesota
Tuesday, 9:45am – 10:45am, Bergen 2

The State of Minnesota IT Services (known as MNIT Services) isn’t your typical internal IT department. Their unique structure positions them in a technology consultant role for a variety of government entities from the Department of Revenue to the Public Employees Retirement Association. In this session, learn how MNIT Services supports their diverse client base. Find out more about how they set up technical systems, connect new customers with existing customers and even facilitate their own user group to improve knowledge transfer. They will share their lessons learned and best practices.

Calabrio ONE Platform: Same Solution with Flexibility (Cloud, On-Premises, Hybrid)

Martin Hoff, Product Marketing Manager
Tuesday, 2:45pm – 3:45pm, Bergen 1

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 our cloud offering, the control and customization of our on-premise deployment, or a hybrid environment, you get a consistent user experience across multiple solutions built from the ground up on a single platform 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, Workforce Management Analyst, VITAS Healthcare
Tuesday, 8:30am – 9:30am, Bergen 3

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, Workforce Management Analyst at VITAS Healthcare, 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, Product Manager
Mark Egge, Contact Center Speech Analyst
Monday, 3:30pm – 4:30pm, Bergen 3
Wednesday, 11:00am – 12:00pm, Bergen 1

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, post call surveys 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 Centers Around the World: Strategies for Global Deployment

Mynhardt Kitshoff, Voice Architect, Maersk
Tuesday, 4:00pm – 5:00pm, Bergen 2

Mynhardt Kitshoff, Voice Architect for Maersk, will present the challenges of managing the global contact center deployment for the world’s leading shipping company. With hundreds of offices around the world, Maersk must deal with vastly different regulations across regions as well as complications with technology infrastructure. Mynhardt will share his strategy for maintaining a global quality standard and balancing the needs of the business while juggling these challenges. This session is a “must see” for any IT or contact center professional managing multiple locations or preparing for a global expansion.

Finding Untapped Potential in Your Organization

Mary Rogers, Contact Center Speech Analyst
Monday, 3:30pm – 4:30pm, New Sweden 3

Uncover the untapped potential in your human capital!  By leveraging analytics to validate and quantify workforce efforts you can improve the customer experience.  In this session, you’ll learn how incorporating analytics and WFM will help you discover and act upon opportunities for efficiency. Learn how to identify root causes of high-customer effort transactions and internal business processes. You’ll also get ideas to re-energize your workforce (cross-training, advanced skills development, capitalize on placement by competency, etc.).

Getting Started with Calabrio QM

Kate Gosewisch, Senior Technical Support Specialist, Vantage West Credit Union
Tom Schreiner, Technical Training Specialist
Monday, 10:30am – 11:30am, New Sweden 3

What is QM? Quiet Monitoring? Quick Motivation? Quirky Mathematics? Yes, but it also stands for Quality Management. We’ll fill you in on many of the ways you can use Calabrio Quality Management to motivate your agents, monitor the health of your contact center and avoid the quirky math. Specifically, we’ll show you how Calabrio Quality Management can be used to archive recordings, evaluate agents, monitor contact center health and keep it simple.

Insomniac Theater – What’s Keeping You Up at Night?

Paul Stockford, Chief Analyst, Saddletree Research
Monday, 2:15pm – 3:15pm, Bergen 2

The contact center industry is changing at an unprecedented pace with new customer care concepts, strategies, tactics and technologies being introduced at warp speed.  In the meantime, there are challenges that have existed for years and still haven’t been solved.  What should your priorities be for the next six months? How about for the next year or even the next five years? In this session, Saddletree Research chief analyst Paul Stockford discusses the results of 2016 research conducted among customer care professionals that pinpoints which issues and priorities are keeping them up at night.  Don’t lose any more sleep – discover what’s on the collective minds of your peers.

Introducing Calabrio ONE Cloud!

Brian Humenansky, Senior Vice President of Product Development
Monday, 10:30am – 11:30am, Bergen 3
Tuesday, 8:30am – 9:30am, New Sweden 1 & 2

At Calabrio, we’re in a unique spot where we can uncover trends and market shifts in the industry before others.  The Cloud is one of those trends that is truly a game changer for contact centers. That is why we’ve built a Cloud product from the ground up and developed it so Calabrio ONE (QM, WFM, Analytics) has a consistent user experience with no variation in functionality from our on-premise product. In this session, you will learn more about Cloud and why Calabrio Cloud is a superior product to the competition.

Introduction to Dynamic Scheduling

Tim Ling, Technical Training Specialist
Monday, 2:15pm – 3:15pm, New Sweden 3

So you’ve heard about this thing called Dynamic Scheduling or better yet, you are looking at implementing Dynamic Scheduling within your contact center.  But you have questions. How does this thing work? How do I make this work in my contact center? During this interactive session, we’ll use real-world scenarios to illustrate the fundamental concepts behind Dynamic Scheduling, how to use it in your call center, and how it impacts key performance metrics while reducing operational costs.  Participants will:

  • Gain an understanding of the fundamental concepts behind Dynamic Scheduling
  • Learn how to balance the business staffing needs against agent work/life balance requirements with Dynamic Scheduling
  • Learn best practices associated with deploying Dynamic Scheduling
  • Learn how to structure a roll out plan for Dynamic Scheduling

Is Your WFM Out of Touch with Reality?

Kat Worman, Workforce Management Consultant
Tuesday, 9:45am – 10:45am, New Sweden 1 & 2

Remember the day WFM was installed? You were amazed at how easy it was to use and how it saved you so much time. Now, time has passed and you may be adding little tasks to get better results from your system. As time marches on your contact center may change its strategy, is your WFM changing too? Kat Worman, a WFM expert, will share common areas that should be reviewed periodically to ensure your WFM system reflects your business environment.

Join the Work From Home Movement

Joel White, Scheduling Manager, U-Haul
Monday, 10:30am – 11:30am, Bergen 2

With 85% of their agents working from home, Joel White, Scheduling Manager, and his team at U-Haul have perfected the art of managing remote employees. In this session, Joel will walk through how the U-Haul team hires, manages and motivates its work-at-home workforce. He’ll cover some of the challenges (Canadian and State laws) he’s encountered and the opportunities (like work/life balance, employee loyalty, and cost reduction) that can be found by embracing the work from home movement.

Maintaining Your Calabrio ONE Environment

Corey Peoples, Level 4 Customer Support Engineer
Tuesday, 11:00am – 12:00pm, New Sweden 1 & 2
Wednesday, 8:30am – 9:30am, Bergen 3

When was the last time you figured out 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, this session 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 is running in peak condition.

Modernize Your Contact Center in the Cloud

Mayur Anadkat, Vice President of Product Marketing, Five9
Tuesday, 1:30pm – 2:30pm, Bergen 2

Learn how smart customer service organizations are using Five9’s modernized cloud contact center software integrated with Calabrio’s workforce optimization solution to engage today’s omnichannel consumer on their terms, whether it’s email, a phone call or a video chat. Five9 and Calabrio’s consumer centric approach provides needed insights into the customer journey through the predictive web analytics platform that enables businesses to be proactive and predictive about how and when to engage with customers in real-time.

  • Take your customer engagement strategy to the next level with the latest technology in the cloud
  • Leverage the emerging trends that are revolutionizing the contact center industry
  • Optimize your contact center with a fully integrated approach across the customer journey
  • Align your workforce to your workload and deliver a more consistent customer experience

Nailing Down the Details of Phrase Optimization

Mark Egge, Contact Center Speech Analyst
Tuesday, 9:45am – 10:45am, New Sweden 3

Speech Analytics can offer invaluable insights and capture information around contact center quality, business processes, and marketing efforts.  However, to truly hear the voice of the customer or the voice of the agent, the right phrases must be used and combined to tell the whole story.  In this session, you’ll learn the types of phrases you should be looking for in Calabrio Analytics. You’ll gain a better understanding of the importance of tuning your phrases and best practices for phrase tuning for maximum value.

New QM Features that Save the Day

Michael Bailey, Technical Training Specialist
Monday, 1:00pm – 2:00pm, Bergen 3

Contact center challenges, like comic book villains, are constantly changing. Your Quality Management solution, like a comic book hero, needs to adapt to these changes. The latest version of Calabrio Quality Management gives you new powers to face your challenges, old or new.  Get empowered at this session with new ways to approach Goals, Tasks, Retention Options, and Improved Metadata and Survey Integration.

No Crystal Ball Needed: Advanced Forecasting for Success

Brad Snedeker, Director of Innovation
Tuesday, 2:45pm – 3:45pm, Bergen 3

Back by popular demand. Whether creating short-term forecasts for scheduling purposes or long-term forecasts for strategic planning, understanding the capabilities of the Calabrio WFM Forecasting Engine allows the Workforce staff to achieve the most accurate forecast possible.  In this session we will discuss how to get the most out of the Forecasting Engine including understanding historical data, long-term vs. short-term forecasting, forecasting for seasonality, and more!

Learning Objectives:

  • Understanding historical data and trends
  • Understanding Intraday Forecasting
  • Forecasting vs. Strategic Planning

Reduce Ramp-Up Time by Building an Effective Onboarding Program

Brenda Peterson, Learning Center Manager
Tuesday, 1:30pm – 2:30pm, New Sweden 1 & 2
Wednesday, 9:45am – 10:45am, Bergen 3

New agent training is critically important to agent success. How does your organization get new agents up to speed? In this session, we’ll review Calabrio resources available to help with new hire onboarding and also find out what has been working (and not working as well) in your organization. Come to share your best practices and learn a new trick or two!

See the Contact Center Through Change: Strategizing for Growth

Jim Lavery, Vice President of Contact Centers and Credit Services, Desert Schools Federal Credit Union
Monday, 3:30pm – 4:30pm, Bergen 2

Jim Lavery, Vice President of Contact Centers and Credit Services, will share his vision and strategy to keep the Desert Schools Federal Credit Union contact center on course through recent growth, including expanding to 24-hour operations and launching new channels. Jim will explain his “SEE the Difference” plan-Service, Efficiency, Expenses-and how Calabrio ONE helps the organization to track and make improvements in these areas. Don’t miss this session to learn how your fellow contact center professionals are conquering challenges that come with growth.

Solving the Puzzle of Motivating Agents Roundtable

Arthur Osmelak, Manager, Northwestern Memorial Hospital
Belinda Eastlack, Salon Support and Service Desk Manager, Regis Corporation
Kate Gosewisch, Senior Technical Support Specialist, Vantage West Credit Unio
Martin Hoff, Product Marketing Manager
Shazila Naseer, Director of Customer Service, ACCC Insurance Company
Tuesday, 9:45am – 10:45am, Bergen 1

Employee motivation can be the most challenging management task – but it also has the biggest impact on overall contact center performance and success.  In this interactive session, learn from other contact center professionals about what they’re doing to motivate agents to be productive and engaged. You’ll come away with some fresh ideas to implement right away!

Supporting Calabrio at Your Organization: Ask the IT Experts

Corey Peoples, Level 4 Customer Support Engineer
Frank Neubecker, Senior Implementation Engineer / Architect
Isaak Shaqalle, Innovation Center Engineer
Steve Schlegel, Instructional Designer

Monday, 2:15pm – 3:15pm, Bergen 1

Here’s your chance to get your questions answered!  The Calabrio experts who implement and support Calabrio ONE every day will help with your IT-focused inquiries and scenarios.  Calabrio Implementation Services, Support Services and Innovation Center will be on hand for this interactive session.

Taking Evaluation Forms to the Next Level

Beth Bax, Assistant Director, Quality Assurance, Grand Canyon University
Mark Jenkins, Training Manager
Monday, 3:30pm – 4:30pm, Bergen 1

Now that you have a solid evaluation forms library, are you ready to take them to the next level? If so, attend this session to learn the differences between points and percentage based forms. Learn best practices to keep your evaluation results valuable to you and your contact center. Understand why you may have agents do self-evaluations and how you can manage those results.

Tapping into the Customer Experience

Mary Rogers, Contact Center Speech Analyst
Tuesday, 11:00am – 12:00pm, New Sweden 3

Learn how Calabrio Analytics can help you take your quality assurance program to the next level. Customers can be fickle and may stop doing business with you based on a single poor customer service experience.  Learn how Calabrio Analytics can enhance your QM processes by identifying training issues or process improvement opportunities to drive better customer experiences.

The Power of Desktop Analytics

Mark Egge, Contact Center Speech Analyst
Tuesday, 2:45pm – 3:45pm, New Sweden 3

Desktop Analytics can be daunting but the insights gained from how agents are utilizing applications and websites is key.  In this session you’ll learn best practices to get the most out of your Desktop Analytics findings. How can Desktop Analytics findings be managed and used?  How can you improve your compliance efforts with automated triggers?  These questions and more will be answered in this session.

The Secret to Agent Success: Coach Them Up or Coach Them Out

Brad Snedeker, Director of Innovation
Kate Gosewisch, Senior Technical Support Specialist, Vantage West Credit Union
Tuesday, 4:00pm – 5:00pm, New Sweden 1 & 2
Wednesday, 8:30am – 9:30am, Bergen 1

Effective coaching and training are critical components of agent development and engagement.  Calabrio QM equips your staff with the knowledge and tools for success while providing an effective way for agents to understand their strengths and weaknesses.  In this session, you will learn how leveraging coaching and training techniques can lead to improved agent performance and better interactions with customers.

The Surprising Habits Behind Effective Scheduling in the Modern Contact Center

Bob Caston, Senior Client Services Consultant
Monday, 3:30pm – 4:30pm, New Sweden 1 & 2

As customer expectations continue to change, assessing and planning the contact center’s workload will become increasingly difficult. As omnichannel expands, scheduling non-voice activities must be a priority for your contact center. In this session, you’ll gain a thorough understanding of the four philosophies behind better schedules. You’ll learn how to model different scenarios to ensure all activities are covered. You’ll also learn tips and tricks to resolve scheduling conflicts and ensure your processes are flexible.

The Value of Quality Analytics to Your Organization

Boris Chaplin, Product Manager
Martin Hoff, Product Marketing Manager
Tuesday, 1:30pm – 2:30pm, New Sweden 3
Wednesday, 9:45am – 10:45am, Bergen 2

QM?  Analytics?  Aren’t those two separate products with two separate audiences?  That’s been the traditional line of thinking, but in this session we will unlock the value these two products bring to your organization when paired together.  From targeted quality management to agent benchmarking to predictive call scoring to selling opportunities, you will learn how you can make key strategic business decisions based on the data you receive from utilizing both products.

Unleash the Power of Microlearning

Paul Hannan, Instructional Designer
Tuesday, 2:45pm – 3:45pm, New Sweden 1 & 2
Wednesday, 11:00am – 12:00pm, Bergen 3

Brain research consistently finds that humans learn best in 10- to 15-minute spurts. So why are we still training in hours and days instead of minutes? Microlearning is the idea that large concepts can be broken down into small, consumable bits. These chunks tap into the way the human brain is wired and easily fit within the modern workday. Learn the key concepts behind microlearning that you can apply to training in your contact center, how Calabrio is designing microlearning to help reach our users, and help shape the future of Calabrio’s content library.

Unlocking the Enigma of Voice of the Customer Across Channels

Brady Haggstrom, Senior Product Marketing Specialist
John Eisele, Manager, Strategic Initiatives
Monday, 10:30am – 11:30am, New Sweden 1 & 2

Interaction analytics can help you uncover the true voice of the customer, regardless of channel. Whether you’re a new Calabrio Analytics user or are considering adding it to your Calabrio ONE suite, this session will help you understand the valuable information that’s hiding in your customer interactions. You’ll leave this session with a better understanding of how to discover what your customers are thinking and what they will do next.

WFM Implementation – Do's and Don'ts

Mark Jenkins, Training Manager
Nick Aspenwall, Implementation Engineer
Monday, 1:00pm – 2:00pm, New Sweden 3

Building a strong and practical action plan is critical to implementing WFM and establishing its stable foundation.  If you’re organization 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.

WFM Strategic Focus Group

Brian Henson, Workforce Management Product Manager
Wednesday, 8:30am – 9:30am, Bergen 2

Join the Calabrio WFM team and peers in a discussion around where the future of your business is going and how this will impact your workforce management. We will discuss trends that you are seeing, such as how millennials are effecting the workforce, creative balance in skill groups as well as how to manage simultaneous chats as a few examples.

WFM: The Blueprint to a Compelling Business Case Your Executives Will Sign Off On

Bob Caston, Senior Client Services Consultant
Brian Henson, Workforce Management Product Manager
Kat Worman, Workforce Management Consultant
Rachel Auer, Product Marketing Specialist
Tuesday, 11:00am – 12:00pm, Bergen 3
Wednesday, 9:45am – 10:45am, Bergen 1

Interested in Calabrio Workforce Management but can’t get your boss on board?  Work with us to create a customized business case for Calabrio WFM in your contact center.  Work with Calabrio experts in small groups to determine the value Calabrio WFM can add to your organization.

What are the Machines Learning in Your Contact Center?

Margaret Potter, Data Scientist
Tuesday, 8:30am – 9:30am, New Sweden 3

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 learn real-world use cases, and how to leverage machine learning algorithms in your contact center to increase efficiency and quality.

What are YOU Looking at? Data Visualization for Everyone

Mary Moilanen, Business Intelligence Analyst
Tuesday, 4:00pm – 5:00pm, New Sweden 3

That flashy dashboard or chart may look impressive but how well is it actually helping you get the most out of your data? Understanding data visualization techniques can make the difference between pretty visuals and powerful ones. In this session you’ll learn basic design principles that will take your analytics projects to the next level.

What Your Contact Center Data Could Be Telling You

Mark Egge, Contact Center Speech Analyst
Monday, 2:15pm – 3:15pm, New Sweden 1 & 2

Utilizing the entire Calabrio Analytics suite (speech, desktop, and text analytics) can provide incredible business intelligence about what is currently happening in an organization and, more importantly, how it can be improved. What are your customers saying?  How effective are your agents?  What processes could be improved?  How can you increase revenues while decreasing costs? These are just some of the questions we’ll dig into in this session.

QM for Administrators Certification Workshop

This optional half-day instructor-led course covers core functionality for administering Calabrio Call Recording and Quality Management (QM), including the Monitoring and Recording Administrator application.  This workshop is intended for Administrators (also known as System Administrators or Network Administrators) who administer QM.

Participating in this hands-on course will help prepare attendees for the Calabrio Certified QM Administrator (CCQA) certification exam. The exam itself is available in the Calabrio Learning Center Online.

Learning Objectives:

  • Effectively navigate the Monitoring and Recording Administrator application
  • Locate and configure key QM settings and options
  • Complete basic tasks for QM user administration, recordings administration and evaluation form administration
  • Access on-demand eLearning courses, resources and certification exams in the Calabrio Learning Center Online

High-level Outline:

  • About QM and Certification
  • QM Administration Overview
  • QM System Configuration
  • QM Record Server Configuration
  • QM Personnel Configuration
  • QM Recordings Configuration
  • QM Interface Configuration
  • Next steps for Certification

Cost: $300

SOLD OUT!