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-8:00pm
    Welcome Reception 

Monday

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

  • 8:30am-10:00am
    General Session

  • 10:15am-12:00pm
    Breakout Sessions

  • 10:15am-4:45pm
    Innovation Center Experience
  • 12:00pm-1:00pm
    Lunch

  • All Afternoon
    Ask the Experts

  • 1:00pm-4:45pm
    Breakout Sessions

  • 5:00pm-7:00pm
    Networking Showcase

  • Evening on Own

Tuesday

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

  • 8:30am-9:30am
    General Session
  • All Day
    Ask the Experts

  • All Day
    Innovation Center Experience
  • 9:45am-11:30am
    Breakout Sessions

  • 11:30am-12:30pm
    Lunch

  • 12:45pm-4:30pm
    Breakout Sessions

  • 6:30pm-9:30pm
    Customer Appreciation Party

Wednesday

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

  • All Morning
    Ask the Experts

  • All Morning
    Innovation Center Experience
  • 8:30am-12:00pm
    Breakout Sessions

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

  • 1:00pm-5:00pm
    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
Customer-led Sessions
Employee Experience
IT/General
Reporting

Product(s) Featured

Advanced Reporting
Analytics
Best Practices
Platform/Cloud
Quality Management
Workforce Management

Expertise Levels

Beginner Level
Intermediate Level
Advanced Level
All Expertise Levels

Sessions by Track

Calabrio Analytics: Quick Wins with Out-of-the-Box Solutions

Mary LaFosse, Contact Center Speech Analyst, Calabrio
  

Looking for ways to reduce to time to value with contact center analytics? Calabrio Analytics comes with a robust set of out-the-box solutions that can help you win big in a short amount of time. In this session, you’ll get an overview of the built-in tools available to help you with employee engagement, operational efficiency, and sales acceleration.

Contact Center Spotlight: Chewy Supports Hyper Growth with Calabrio ONE

Andrew Stein, Director of Customer Service, Chewy
Samneta Kem, Director of WFM, Chewy
   

Andrew Stein, Director of Customer Service at Chewy, is leading the charge in the contact center as the retailer experiences skyrocketing growth—supported by Calabrio ONE. Andrew will share what he learned from implementing Calabrio WFM, growing a 10-person WFM team, and gaining efficiency while still expanding his contact center staff. He will provide tips and tricks to customize Calabrio WFM to adapt the tool to your business model—rather than the other way around.

Contact Center Spotlight: Grand Canyon University Gained 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.

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 transforming her contact center’s manual quality assurance process to a more automated program with Calabrio ONE. Perfect for young contact centers, Ellen will share the lessons she learned while migrating their spreadsheet-based scorecards to multiple evaluations forms in Calabrio QM. You’ll take away practical tips and tricks for developing and streamlining your own quality assurance program.

Contact Center Spotlight: Paychex Standardizes Across Multiple Contact Centers with WFM Center of Excellence

Cassy Dunn, WFM Program Manager, Paychex
   

Here’s a great session for any organization struggling with change management and creating buy-in with staff! In this session, Cassy Dunn, WFM program manager at Paychex, will share how Paychex’s Center of Excellence is supporting employee engagement by standardizing WFM practices across multiple contact center groups. She’ll share her real-world experience with tackling educating staff and supervisors on the benefits of a WFM solution and how she helped her staff feel a sense of ownership in these changes. She’ll also share how the new WFM standards have positively impacted the customer experience.

Contact Center Spotlight: Sutter Health Reduces Average Speed of Answer by 92%

Jeannevie “Vee” Saastad, Application Analyst II, Sutter Health
  

In this session, Jeannevie “Vee” Saastad, application analyst at Sutter Health, will share lessons learned while implementing Calabrio Quality Management (QM) and Workforce Management (WFM). Vee helped the Service Desk group move from Excel spreadsheets to Calabrio and navigate the cultural shift that came with that. Within four months, the Service Desk reduced their average speed of answer (ASA) by 92% while improving SLA metrics and quality scores. Vee is now supporting Calabrio systems for contact centers across Sutter Health and has a wealth of real-world experience to help those who are new to Calabrio or are considering adding WFM to their suite.

Expert Panel: Analytics

Boris Chaplin, Product Manager, Calabrio (Moderator)
Brad Snedeker,
Director of Innovation, Calabrio
Mary LaFosse,
Contact Center Speech Analyst, Calabrio
Todd Marthaler,
Contact Center Analytics Consultant, Calabrio
J. Ryan Bradley,
Center of Excellence Director, Erie Insurance
 

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.

Expert Panel: Challenges in the Healthcare Industry

Brenda Peterson, Growth and Engagement Design Manager, Calabrio (Moderator)
Kim Guzman,
Quality Assurance Analyst, Sutter Health
Daniel Acosta,
Call Center Applications Analyst III, Houston Methodist
Joshua Montemayor,
Quality and Workforce Management Analyst, University of Louisville Physicians 
Arthur Osmelak,
Quality, Training, and Workforce Optimization Manager, Northwestern Medicine
  

Changing consumer expectations are having a large impact on how contact centers in the healthcare industry are approaching patient care. Contact centers in the healthcare field experience unique challenges when it comes to customer–or patient–experience. In this interactive session, healthcare contact center experts from across the country will come together to share their experiences and answer your questions. If you’re in the healthcare or health insurance space, you don’t want to miss this session!

Expert Panel: Quality Management (QM)

Austin Messer, Platform Product Manager, Calabrio (Moderator)
Ellen Hatton, Risk Oversight Manager, J.D. Byrider
Alex Wozniak,
Director of Shared Services, Superior Propane
Mark Jenkins,
Training Manager, Calabrio
Shazila Naseer, Director of Customer Service, ACCC Insurance
  

This is your chance to ask anything QM! In this interactive session, our panel of experts, including customers, Ellen Hatton, Risk Oversight Manager at J.D. Byrider, Alex Wozniak, director shared services at Superior Propane, and Shazlia Naseer, director of customer service at ACCC Insurance, as well as Calabrio experts, 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.

Expert Panel: Workforce Management

Julie Heller, Product Owner, Calabrio
Kat Worman, Workforce Management Consultant, Calabrio

Jaslyne Halter, Contact Center Analyst I, Erie Insurance
Raymon Bickell, Workforce Management Coordinator, Consumer Cellular
  

This is your chance to ask anything WFM! In this interactive session, our panel of experts, including Jaslyne Halter, contact center analyst at Erie insurance, and Raymon Bickell workforce management coordinator at Consumer Cellular, as well as Calabrio experts will answer questions submitted by you – our conference attendees. Bring your WFM challenges and questions to the panel. This session will be dynamic and informative and will include topics chosen by you and your peers.

How to Succeed with Contact Center Analytics

Todd Marthaler, Contact Center Analytics Consultant, Calabrio
  

Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high and this session will set you up for success. Todd Marthaler, contact center speech analyst with the Calabrio Innovation Center, will share best practices for contact center analytics success, including:
• Understanding what “analytics” really is, or can be
• Planning for pre- and post-deployment
• Maintaining ongoing focus, resources and funding

No Crystal Ball Needed: Advanced Forecasting for Success

Brad Snedeker, Director of Innovation, Calabrio
 

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 WFM 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!

Protect Your Business: Calabrio Analytics for Risk & Compliance

Brad Snedeker, Director of Innovation, Calabrio
 

Every business needs to worry about managing risk and complying with rules and regulations. Companies in highly regulated industries are under extra scrutiny. In this session, Brad Snedeker, director of the Calabrio Innovation Center, will share how Calabrio Analytics can be used to track risk and compliance in the contact center. Brad will show you how to set up your analytics dashboard to help you understand what is and is not being communicated in your contact center to help you avoid fines.

Quality Management on Steroids with Analytics

Todd Marthaler, Contact Center Analytics Consultant, Calabrio
   

QM? Analytics? Aren’t those two separate products with two separate users? That’s been the traditional line of thinking, but in this session we will unlock the value your organization can experience when these two technologies are paired together. From targeted quality assurance, to agent benchmarking, to predictive call scoring and identifying sales opportunities, you will learn how to make strategic business decisions through an analytical approach to quality management.

Rock the Experience: Calabrio Analytics for Customer Experience

Mary LaFosse, Contact Center Speech Analyst, Calabrio
 

The focus on customer experience (CX) puts the contact center in the spotlight. Today, more businesses are realizing they have the complete voice of the customer—a goldmine of customer insights—sitting uncultivated in their contact centers in the form of call recordings, chat transcripts, customer service emails and other customer interaction data. Calabrio Analytics makes it intuitive for any business to mine contact center data to reveal insights into the customer experience. In this session, Mary LaFosse, contact center speech analyst in the Calabrio Innovation Center, will show how Calabrio Analytics can be used to understand your CX. She’ll walk through an example dashboard that shows at-risk customers, frustration points, escalation triggers, repeat contacts and more. These insights can be used across your organization to improve products and services or to address operational issues within the contact center itself.

Success in the Customer Experience Era: Connecting Your Customer to Your C-Suite

Rebecca Martin, VP of Marketing, Calabrio
 

Customer experience is a key priority of global business–is your contact center ready? Although businesses are focusing more and more on customer experience, challenges remain in understanding where change is needed, both in terms of process and technology. In this session, Rebecca Martin, vice president of marketing at Calabrio, will share results from a study commissioned by Calabrio that explores these challenges and outlines where businesses can get a head start on the competition. You’ll discover why senior executives are prioritizing the customer experience, understand best practices around customer focused metrics, and learn how to address the key blind spots within your customer service function.

The Contact Center is the CMO's New Best Friend: Calabrio Analytics for Marketing Insights

Tammy Marinac, Product Marketing Manager, Calabrio
 

Marketers spend a lot of money on surveys and marketing research–but you can help them uncover the insights they want by sharing customer feedback collected in the contact center. In this session, Tammy Marinac, product marketing manager, will share how Calabrio Analytics can be used to understand how your company’s marketing efforts are resonating with your customers. Tammy will provide best practices on setting up an analytics dashboard to help your marketing department understand their buyers.
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 Jenkins, Training Manager, Calabrio
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? Mark Jenkins, training manager at Calabrio, will cover points vs percentage based forms and best practices to keep your evaluations relevant to your business. Then, 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.

What are the Machines Learning in Your Contact Center?

Margaret Potter, Data Scientist, Calabrio

Back by popular demand! 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? In this session, Margaret Potter, data scientist at Calabrio, will explain 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 QM

Austin Messer, Platform Product Manager, Calabrio
  

Check out the latest features in Calabrio QM! In the session, Austin Messer, QM & platform 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!

Why Are You Still Tracking the Wrong Metrics?

Robert Vasquez, Manager, Customer Service Call Center Management, San Antonio Water System
 

All contact center pros know that you get what you measure. So why are you still measuring outdated KPIs in your contact center? Robert Vasquez, call center workforce manager at San Antonio Water System, will share his experiences in shifting the focus of leaders from traditional metrics to looking at the root of what’s happening with the service level. Robert will share his tips about strategizing for abandon rate and shrinkage to help you build a capacity plan by looking at the right metrics.

Your Path to the Cloud for Contact Center Users

Austin Messer, Platform Product Manager, Calabrio
Nick Winninger, Platform Owner, Calabrio

Contact center users–Are you thinking of moving to the cloud? In this session, we’ll outline everything involved in transitioning to Calabrio ONE Cloud from a contact center perspective. This session will detail your pre-transition checklist across contact center roles and you’ll walk away with materials to take back to your leadership.

Be the Change: How Grand Canyon University Created 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, assistant director of quality assurance 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 award programs, and share how Calabrio ONE has helped support agent engagement.

Ch-ch-ch-changes! How Freedom Mortgage Managed Change When Introducing a WFM Solution

Kat Worman, Workforce Management Consultant, Calabrio
Lynsay Hannah, Command Center Manager, Freedom Mortgage
 

If you’re looking to implement Calabrio WFM or expand it into a new area of your business–this session is for you! You’ll hear a real-life implementation story and learn how it has benefitted the business. In this session, you’ll hear from Lynsay Hannah, command center manager focusing on WFM at Freedom Mortgage, who will share her experience introducing Calabrio WFM to her teams. She’ll share how she won buy-in from leadership, supervisors and staff. You’ll come away with training tips–including a look at the cheat sheets Lynsay created about everything from logging in to trading schedules. Then she’ll share the biggest wins they’ve experienced since deploying. Kat Worman, workforce management consultant in the Calabrio Innovation Center, will get you up to speed on how Calabrio Innovation Center can support your organization in making the transition to Calabrio WFM.

Confessions of a Great Intraday Manager

Brian Henson, Workforce Management Product Manager, Calabrio
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. Then, hear from Daniel Acosta, Applications Analyst 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: Chewy Supports Hyper Growth with Calabrio ONE

Andrew Stein, Director of Customer Service, Chewy
Samneta Kem, Director of WFM, Chewy
   

Andrew Stein, Director of Customer Service at Chewy, is leading the charge in the contact center as the retailer experiences skyrocketing growth—supported by Calabrio ONE. Andrew will share what he learned from implementing Calabrio WFM, growing a 10-person WFM team, and gaining efficiency while still expanding his contact center staff. He will provide tips and tricks to customize Calabrio WFM to adapt the tool to your business model—rather than the other way around.

Contact Center Spotlight: Grand Canyon University Gained 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.

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 transforming her contact center’s manual quality assurance process to a more automated program with Calabrio ONE. Perfect for young contact centers, Ellen will share the lessons she learned while migrating their spreadsheet-based scorecards to multiple evaluations forms in Calabrio QM. You’ll take away practical tips and tricks for developing and streamlining your own quality assurance program.

Contact Center Spotlight: Paychex Standardizes Across Multiple Contact Centers with WFM Center of Excellence

Cassy Dunn, WFM Program Manager, Paychex
   

Here’s a great session for any organization struggling with change management and creating buy-in with staff! In this session, Cassy Dunn, WFM program manager at Paychex, will share how Paychex’s Center of Excellence is supporting employee engagement by standardizing WFM practices across multiple contact center groups. She’ll share her real-world experience with tackling educating staff and supervisors on the benefits of a WFM solution and how she helped her staff feel a sense of ownership in these changes. She’ll also share how the new WFM standards have positively impacted the customer experience.

Contact Center Spotlight: Sutter Health Reduces Average Speed of Answer by 92%

Jeannevie “Vee” Saastad, Application Analyst II, Sutter Health
  

In this session, Jeannevie “Vee” Saastad, application analyst at Sutter Health, will share lessons learned while implementing Calabrio Quality Management (QM) and Workforce Management (WFM). Vee helped the Service Desk group move from Excel spreadsheets to Calabrio and navigate the cultural shift that came with that. Within four months, the Service Desk reduced their average speed of answer (ASA) by 92% while improving SLA metrics and quality scores. Vee is now supporting Calabrio systems for contact centers across Sutter Health and has a wealth of real-world experience to help those who are new to Calabrio or are considering adding WFM to their suite.

Expert Panel: Analytics

Boris Chaplin, Product Manager, Calabrio (Moderator)
Brad Snedeker,
Director of Innovation, Calabrio
Mary LaFosse,
Contact Center Speech Analyst, Calabrio
Todd Marthaler,
Contact Center Analytics Consultant, Calabrio
J. Ryan Bradley,
Center of Excellence Director, Erie Insurance
 

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.

Expert Panel: Challenges in the Healthcare Industry

Brenda Peterson, Growth and Engagement Design Manager, Calabrio (Moderator)
Kim Guzman,
Quality Assurance Analyst, Sutter Health
Daniel Acosta,
Call Center Applications Analyst III, Houston Methodist
Joshua Montemayor,
Quality and Workforce Management Analyst, University of Louisville Physicians 
Arthur Osmelak,
Quality, Training, and Workforce Optimization Manager, Northwestern Medicine
  

Changing consumer expectations are having a large impact on how contact centers in the healthcare industry are approaching patient care. Contact centers in the healthcare field experience unique challenges when it comes to customer–or patient–experience. In this interactive session, healthcare contact center experts from across the country will come together to share their experiences and answer your questions. If you’re in the healthcare or health insurance space, you don’t want to miss this session!

Expert Panel: IT

Austin Messer, Product Manager, Calabrio (Moderator)
Matt Kroulik,
Senior Implementation Engineer, Calabrio
Judy Owad,
Project Lead of Information Systems, Superior Propane
Corey Peoples,
Level 4 Support Engineer, Calabrio
 

Here’s your chance to get your contact center IT questions answered! Our IT experts, including Judy Owad, project lead for information systems at Superior Propane, and Calabrio engineers who implement and support Calabrio ONE every day will help with your IT-focused inquiries and scenarios. This session will be interactive and will include topics chosen by you and your peers.

Expert Panel: Quality Management (QM)

Austin Messer, Platform Product Manager, Calabrio (Moderator)
Ellen Hatton, Risk Oversight Manager, J.D. Byrider
Alex Wozniak,
Director of Shared Services, Superior Propane
Mark Jenkins,
Training Manager, Calabrio
Shazila Naseer, Director of Customer Service, ACCC Insurance
  

This is your chance to ask anything QM! In this interactive session, our panel of experts, including customers, Ellen Hatton, Risk Oversight Manager at J.D. Byrider, Alex Wozniak, director shared services at Superior Propane, and Shazlia Naseer, director of customer service at ACCC Insurance, as well as Calabrio experts, 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.

Expert Panel: Workforce Management

Julie Heller, Product Owner, Calabrio (Moderator)
Kat Worman, Workforce Management Consultant, Calabrio

Jaslyne Halter, Contact Center Analyst I, Erie Insurance
Raymon Bickell, Workforce Management Coordinator, Consumer Cellular
  

This is your chance to ask anything WFM! In this interactive session, our panel of experts, including Jaslyne Halter, contact center analyst at Erie insurance, and Raymon Bickell workforce management coordinator at Consumer Cellular, as well as Calabrio experts will answer questions submitted by you – our conference attendees. Bring your WFM challenges and questions to the panel. This session will be dynamic and informative and will include topics chosen by you and your peers.

Tips and Tricks for Agent Engagement through Onboarding and Beyond

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

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
– 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 Jenkins, Training Manager, Calabrio
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? Mark Jenkins, training manager at Calabrio, will cover points vs percentage based forms and best practices to keep your evaluations relevant to your business. Then, 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.

Why Are You Still Tracking the Wrong Metrics?

Robert Vasquez, Manager, Customer Service Call Center Management, San Antonio Water System
 

All contact center pros know that you get what you measure. So why are you still measuring outdated KPIs in your contact center? Robert Vasquez, call center workforce manager at San Antonio Water System, will share his experiences in shifting the focus of leaders from traditional metrics to looking at the root of what’s happening with the service level. Robert will share his tips about strategizing for abandon rate and shrinkage to help you build a capacity plan by looking at the right metrics.

Your Definitive Guide to Intraday Dynamic Scheduling

David Pritchard, Operations Analyst, Bank of the West
Kat Worman, Workforce Management Consultant, Calabrio
 

Calabrio WFM’s Intraday Dynamic Scheduling allows contact centers to manage intraday staffing levels while giving agents the ability to flex their schedules. Kat Worman, workforce management consultant in the Calabrio Innovation Center, will walk through how and when to leverage this unique feature. Then, David Pritchard, operations analyst at Bank of the West, will share how his team went from manual intraday management techniques using emails, to Intraday Dynamic Scheduling in Calabrio WFM – saving up to 12 hours per week. David will provide tips on rolling out changes to agents and reveal how Intraday Dynamic Scheduling has impacted operational metrics.

Be the Change: How Grand Canyon University Created 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, assistant director of quality assurance 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 award programs, and share how Calabrio ONE has helped support agent engagement.

Calabrio Analytics: Quick Wins with Out-of-the-Box Solutions

Mary LaFosse, Contact Center Speech Analyst, Calabrio
  

Looking for ways to reduce to time to value with contact center analytics? Calabrio Analytics comes with a robust set of out-the-box solutions that can help you win big in a short amount of time. In this session, you’ll get an overview of the built-in tools available to help you with employee engagement, operational efficiency, and sales acceleration.

Ch-ch-ch-changes! How Freedom Mortgage Managed Change When Introducing a WFM Solution

Kat Worman, Workforce Management Consultant, Calabrio
Lynsay Hannah, Command Center Manager, Freedom Mortgage
 

If you’re looking to implement Calabrio WFM or expand it into a new area of your business–this session is for you! You’ll hear a real-life implementation story and learn how it has benefitted the business. In this session, you’ll hear from Lynsay Hannah, command center manager focusing on WFM at Freedom Mortgage, who will share her experience introducing Calabrio WFM to her teams. She’ll share how she won buy-in from leadership, supervisors and staff. You’ll come away with training tips–including a look at the cheat sheets Lynsay created about everything from logging in to trading schedules. Then she’ll share the biggest wins they’ve experienced since deploying. Kat Worman, workforce management consultant in the Calabrio Innovation Center, will get you up to speed on how Calabrio Innovation Center can support your organization in making the transition to Calabrio WFM.

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. Then, hear from Daniel Acosta, Applications Analyst 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: Chewy Supports Hyper Growth with Calabrio ONE

Andrew Stein, Director of Customer Service, Chewy
Samneta Kem, Director of WFM, Chewy
   

Andrew Stein, Director of Customer Service at Chewy, is leading the charge in the contact center as the retailer experiences skyrocketing growth—supported by Calabrio ONE. Andrew will share what he learned from implementing Calabrio WFM, growing a 10-person WFM team, and gaining efficiency while still expanding his contact center staff. He will provide tips and tricks to customize Calabrio WFM to adapt the tool to your business model—rather than the other way around.

Contact Center Spotlight: Grand Canyon University Gained 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.

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 transforming her contact center’s manual quality assurance process to a more automated program with Calabrio ONE. Perfect for young contact centers, Ellen will share the lessons she learned while migrating their spreadsheet-based scorecards to multiple evaluations forms in Calabrio QM. You’ll take away practical tips and tricks for developing and streamlining your own quality assurance program.

Contact Center Spotlight: Paychex Standardizes Across Multiple Contact Centers with WFM Center of Excellence

Cassy Dunn, WFM Program Manager, Paychex
   

Here’s a great session for any organization struggling with change management and creating buy-in with staff! In this session, Cassy Dunn, WFM program manager at Paychex, will share how Paychex’s Center of Excellence is supporting employee engagement by standardizing WFM practices across multiple contact center groups. She’ll share her real-world experience with tackling educating staff and supervisors on the benefits of a WFM solution and how she helped her staff feel a sense of ownership in these changes. She’ll also share how the new WFM standards have positively impacted the customer experience.

Employee Engagement: Strategies for a People-Driven Industry

Paul Stockford, President and Chief Analyst, Saddletree Research
  

No matter how much technology you introduce to the contact center, at its heart, customer service is a people-driven vocation. In Saddletree Research’s 2017 survey of contact center professionals, a whopping 82 percent of respondents cited employee engagement as a highly important driver of their operational strategy. On top of that, 38 percent of respondents see turnover as a major concern going into 2018. In this session, Paul Stockford, chief analyst at Saddletree Research, will explore the evolution of employee engagement in the contact center and will discuss many of the solutions available to address employee engagement today and in the future as the Millennial workforce becomes the majority.

Expert Panel: Challenges in the Healthcare Industry

Brenda Peterson, Growth and Engagement Design Manager, Calabrio (Moderator)
Kim Guzman,
Quality Assurance Analyst, Sutter Health
Daniel Acosta,
Call Center Applications Analyst III, Houston Methodist
Joshua Montemayor,
Quality and Workforce Management Analyst, University of Louisville Physicians 
Arthur Osmelak,
Quality, Training, and Workforce Optimization Manager, Northwestern Medicine
  

Changing consumer expectations are having a large impact on how contact centers in the healthcare industry are approaching patient care. Contact centers in the healthcare field experience unique challenges when it comes to customer–or patient–experience. In this interactive session, healthcare contact center experts from across the country will come together to share their experiences and answer your questions. If you’re in the healthcare or health insurance space, you don’t want to miss this session!

Expert Panel: Quality Management (QM)

Austin Messer, Platform Product Manager, Calabrio (Moderator)
Ellen Hatton, Risk Oversight Manager, J.D. Byrider
Alex Wozniak,
Director of Shared Services, Superior Propane
Mark Jenkins,
Training Manager, Calabrio
Shazila Naseer, Director of Customer Service, ACCC Insurance
  

This is your chance to ask anything QM! In this interactive session, our panel of experts, including customers, Ellen Hatton, Risk Oversight Manager at J.D. Byrider, Alex Wozniak, director shared services at Superior Propane, and Shazlia Naseer, director of customer service at ACCC Insurance, as well as Calabrio experts, 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.

Expert Panel: Workforce Management

Julie Heller, Product Owner, Calabrio (Moderator)
Kat Worman, Workforce Management Consultant, Calabrio

Jaslyne Halter, Contact Center Analyst I, Erie Insurance
Raymon Bickell, Workforce Management Coordinator, Consumer Cellular
  

This is your chance to ask anything WFM! In this interactive session, our panel of experts, including Jaslyne Halter, contact center analyst at Erie insurance, and Raymon Bickell workforce management coordinator at Consumer Cellular, as well as Calabrio experts will answer questions submitted by you – our conference attendees. Bring your WFM challenges and questions to the panel. This session will be dynamic and informative and will include topics chosen by you and your peers.

How to Succeed with Contact Center Analytics

Todd Marthaler, Contact Center Analytics Consultant, Calabrio
  

Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high and this session will set you up for success. Todd Marthaler, contact center speech analyst with the Calabrio Innovation Center, will share best practices for contact center analytics success, including:
• Understanding what “analytics” really is, or can be
• Planning for pre- and post-deployment
• Maintaining ongoing focus, resources and funding

No Crystal Ball Needed: Advanced Forecasting For Success

Brad Snedeker, Director of Innovation, Calabrio
 

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 WFM 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!

Quality Management on Steroids with Analytics

Todd Marthaler, Contact Center Analytics Consultant, Calabrio
   

QM? Analytics? Aren’t those two separate products with two separate users? That’s been the traditional line of thinking, but in this session we will unlock the value your organization can experience when these two technologies are paired together. From targeted quality assurance, to agent benchmarking, to predictive call scoring and identifying sales opportunities, you will learn how to make strategic business decisions through an analytical approach to quality management.

Roundtable: Best Practices for Agent Engagement

Brad Snedeker, Director of Innovation, Calabrio (Moderator)
  

We all know that happy agents are productive agents. But what techniques are the most effective for ensuring high levels of agent engagement and motivation? In this session, we’ll discuss gamification, variable scheduling, rewards programs and other strategies for motivating agents. Share your own best practices and learn from your peers.

Roundtable: Contact Center Career Paths and How to Develop Agents

Kat Worman, Workforce Management Consultant, Calabrio (Moderator)
 

Employee expectations are changing. Research shows Millennials are looking for a job that sustains them emotionally as well as financially. In short, they want to feel like a valuable part of the business. In this interactive session, we’ll discuss how to construct career paths for your contact center agents that are challenging, engaging, and provide plenty of opportunities for professional and personal growth to keep their knowledge and training from going somewhere else. Share your own experiences, ask questions, and learn from your peers in this roundtable discussion.

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, Workforce Management Consultant in the Innovation Center, 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
 

 

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
– 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 Jenkins, Training Manager, Calabrio
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? Mark Jenkins, training manager at Calabrio, will cover points vs percentage based forms and best practices to keep your evaluations relevant to your business. Then, 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.

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 are the Machines Learning in Your Contact Center?

Margaret Potter, Data Scientist, Calabrio

Back by popular demand! 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? In this session, Margaret Potter, data scientist at Calabrio, will explain 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!

What's New in QM

Austin Messer, Platform Product Manager, Calabrio
  

Check out the latest features in Calabrio QM! In the session, Austin Messer, QM & platform 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!

Why Are You Still Tracking the Wrong Metrics?

Robert Vasquez, Manager, Customer Service Call Center Management, San Antonio Water System
 

All contact center pros know that you get what you measure. So why are you still measuring outdated KPIs in your contact center? Robert Vasquez, call center workforce manager at San Antonio Water System, will share his experiences in shifting the focus of leaders from traditional metrics to looking at the root of what’s happening with the service level. Robert will share his tips about strategizing for abandon rate and shrinkage to help you build a capacity plan by looking at the right metrics.

Workforce Engagement Management (WEM) 101: WEM Scheduling using Calabrio WFM

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.” You may have seen that Gartner has created a Magic Quadrant for this emerging space. Calabrio WFM has several options to help you create the best schedules and meet your service objectives while satisfying the personal needs and engagement levels of your contact center agents. In this session, Kat Worman, workforce management consultant in the Calabrio Innovation Center, 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 with Calabrio WFM.

Your Definitive Guide to Intraday Dynamic Scheduling

David Pritchard, Operations Analyst, Bank of the West
Kat Worman, Workforce Management Consultant, Calabrio
 

Calabrio WFM’s Intraday Dynamic Scheduling allows contact centers to manage intraday staffing levels while giving agents the ability to flex their schedules. Kat Worman, workforce management consultant in the Calabrio Innovation Center, will walk through how and when to leverage this unique feature. Then, David Pritchard, operations analyst at Bank of the West, will share how his team went from manual intraday management techniques using emails, to Intraday Dynamic Scheduling in Calabrio WFM – saving up to 12 hours per week. David will provide tips on rolling out changes to agents and reveal how Intraday Dynamic Scheduling has impacted operational metrics.

Your Path to the Cloud for Contact Center Users

Austin Messer, Platform Product Manager, Calabrio
Nick Winninger, Platform Owner, Calabrio

Contact center users–Are you thinking of moving to the cloud? In this session, we’ll outline everything involved in transitioning to Calabrio ONE Cloud from a contact center perspective. This session will detail your pre-transition checklist across contact center roles and you’ll walk away with materials to take back to your leadership.

A Day in the Life of a Cloud Contact Center

Nick Winninger, Product Owner, Calabrio
 

Thinking of making the move to Calabrio ONE Cloud but not sure what to expect? Nick Winninger, product owner for the Calabrio ONE platform, will share the Calabrio ONE Cloud experience, including implementation, support, daily administration, product updates, preview platform, and communications from Calabrio.

A Recipe for Disaster Planning

Corey Peoples, Level 4 Support Engineer, Calabrio

No technology is fully immune from issues 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, support engineer at Calabrio, 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.

Better Together: CCaaS + Calabrio ONE Cloud

Ross Daniels, VP of Strategic Platforms, Calabrio
 

Contact Center as a Service (CCaaS) platforms have emerged as the cloud-based alternative to traditional on-premises solutions. Calabrio has partnered with the best CCaaS solutions in the industry, including Amazon Connect, BroadSoft, Five9, Serenova, Tata, and more. This session will detail these partnerships and your options when it comes to a “pure cloud” environment with Calabrio ONE.

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 that 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-premises 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.

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.

Expert Panel: Calabrio ONE for an Avaya Environment

Matt Kroulik, Senior Implementation Engineer, Calabrio (Moderator) 
Corey Peoples, Level 4 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. 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.

Expert Panel: IT

Austin Messer, Platform Product Manager, Calabrio (Moderator)
Matt Kroulik,
Senior Implementation Engineer, Calabrio
Judy Owad,
Project Lead of Information Systems, Superior Propane
Corey Peoples,
Level 4 Support Engineer, Calabrio
 

Here’s your chance to get your contact center IT questions answered! Our IT experts, including Judy Owad, project lead for information systems at Superior Propane, and Calabrio engineers who implement and support Calabrio ONE every day will help with your IT-focused inquiries and scenarios. This session will be interactive and will include topics chosen by you and your peers.

Expert Panel: Migrating to the Cloud

Ralph Awad, Director of Cloud Operations, Calabrio (Moderator)
Austin Messer,
Platform Product Manager, Calabrio
Chad Norberg,
Product Owner, Calabrio
Matt Kroulik, Senior Implementation Engineer, Calabrio
 

Thinking about moving to Calabrio ONE Cloud? Here’s your chance to get your migration questions answered! Our Calabrio ONE Cloud experts will help with your cloud related inquiries and scenarios to help you prepare for the move.

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 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

Get the lowdown on the new Calabrio Success Center! Great for all attendees, especially new customers and those evaluating Calabrio. In this session, Brenda Peterson, growth and engagement design manager at Calabrio, will review the resources available to help you grow your Calabrio ONE knowledge and skills. She’ll cover the Calabrio Learning Center Online, microlearning videos, and all of the materials available in the new Calabrio 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, support engineer at Calabrio, 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: 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!

Stepping Up to the Secure Cloud: Benefits & Myths

Ralph Awad, Director of Cloud Operations, Calabrio
 

“The cloud” is all the rage. Why, then, are some organizations still resistant to the idea? In this session, we’ll cover how moving to a cloud WFO solution can benefit your business. Ralph Awad, director of cloud operations at Calabrio, will cover common concerns about cloud computing and steps that Calabrio has taken to address considerations around security, privacy, control, customization vs. configuration, and more.

Teaming for Success: Win-Win Strategies to Get the Most out of your BPO and Technology Investments

Rick Merson, Service Delivery Director/Industry Consultant, Atento

Looking for effective strategies and tactics to align objectives, prevent crises and get measurable business results? In this session, Rick Merson, industry consultant and service delivery director for Atento, will walk through tips for selecting, implementing, and managing your technology investments for maximum value. You’ll walk away with ideas and trends to help you get the most out of your investment in technology and people.

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, support engineer at Calabrio, 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 Value of Integration: Bringing Valuable Insights to the Surface

Chad Norberg, Product Owner, 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–and you’ll see how Calabrio Advanced Reporting can take your business intelligence to the next level. This session will end with a roundtable to address participant questions, and further discuss compliance, customer journey data and customer experience.

Turning Up the Volume on Evaluation Forms

 Mark Jenkins, Training Manager, Calabrio
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? Mark Jenkins, training manager at Calabrio, will cover points vs percentage based forms and best practices to keep your evaluations relevant to your business. Then, 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.

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.

Your Path to the Cloud for IT Users

Matt Kroulik, Senior Implementation Engineer, Calabrio
Nick Winninger,
Platform Owner, Calabrio

IT users–Are you thinking of moving to the cloud? In this session, we’ll outline everything involved in transitioning to Calabrio ONE Cloud from an IT perspective. This session will detail your pre-transition checklist and you’ll walk away with materials to take back to your leadership.

Beginner's Guide to the Intelligent Contact Center

Craig Todd, Director of Sales Engineering, Calabrio
Richard McElroy, General Manager, Calabrio Canada
 

You see the sheer volume of data coming into your contact center and understand the value it represents to your organization. But how can you extract insights without a degree in data science? This session will cover practical tips to help you create intelligence from your contact center data and share it across your organization. You’ll learn what to look for in a contact center reporting solution and then see a short demo of the new reporting capabilities in Calabrio ONE.

Defining Your KPIs: 9 Top Mistakes to Avoid

Richard McElroy, General Manager, Calabrio Canada
 

Key Performance Indicators (KPIs) are those essential measurements that show how the contact center is impacting the company or organization’s business goals. While the process of choosing and defining KPIs is critical to effective performance management, it’s important to be aware of (and hopefully avoid) a few common pitfalls. Richard McElroy, managing director of Calabrio Canada, will share practical tips and tricks on mistakes to avoid when deciding what to measure and how to structure your reports so you can gain better understanding of how your teams are performing.

Expert Panel: Reporting

Tammy Marinac, Product Marketing Manager, Calabrio (Moderator)
Richard McElroy, General Manager, Calabrio Canada
Jason Pape,
Senior Solution Engineer, Calabrio
Craig Todd,
 Director of Sales Engineering, Calabrio
Mary Moilanen, Business Intelligence Consultant, Calabrio
Boris Chaplin, Product Manager, Calabrio 

 

This is your chance to ask anything about our latest reporting capabilities, including the new Data Explorer feature and the Calabrio Advanced Reporting solution. In this interactive session, our panel of experts from our Vancouver-based Center of Excellence for Customer and Employee Engagement and the Calabrio Innovation Center, will answer your burning questions about Big Data, business intelligence, analytics, reporting and more!

Tapping into Big Data: Integrating Systems for Enterprising Reporting

Richard McElroy, General Manager, Calabrio Canada
Frank Gielen, Solution Engineer, Calabrio
 

Take your contact center reporting to the next level by integrating data from across the enterprise. In this session, Richard McElroy, managing director for Calabrio Canada, and Frank Gielen, solutions engineer, will take a deep dive into the technical side of Calabrio Advanced Reporting. Learn about built-in system adaptors that can pull in any data, from any source at any time–including data from HR systems, ERP systems, and more. You’ll come away with an understanding of real-time vs historical data and you’ll learn tips on how to optimize your data for better visual reporting.

Think Like Your Audience: Presenting Data to Influence Decisions

Mary Moilanen, Business Intelligence Analyst, Calabrio

Getting the data from your contact center reporting and 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. Mary Moilanen, business intelligence analyst in the Calabrio Innovation Center, will show you how to transform your data into a compelling story to get buy-in from your audience and see how your reporting and analytics tools can be a catalyst for positive change in your contact center and larger enterprise.

What's New with Reporting and Business Intelligence in Calabrio ONE

Tammy Marinac, Product Marketing Manager, Calabrio
Drew Oswald, Product Owner, Calabrio

Learn about all the recent reporting enhancements made to the Calabrio ONE suite. This session will offer an overview of our new, robust reporting engines and data visualization tools and will demonstrate how they can help your organization optimize performance and improve decision making.

Workshop: Data Explorer 101—Building Custom Reports in Calabrio ONE

Jason Pape, Senior Solution Engineer, Calabrio
Craig Todd,
 Director of Sales Engineering, Calabrio

   

In this hands-on workshop, you’ll gain access to our latest reporting tools. Craig Todd, director of solutions engineering, and Jason Pape, senior solutions engineer, will walk you through the interface and basic functionality and you’ll build your own report. Bring your laptop so you can access the system!

Workshop: Data Explorer 201—Leveraging Advanced Functionality in Calabrio ONE

Jason Pape, Senior Solution Engineer, Calabrio
Craig Todd,
 Director of Sales Engineering, Calabrio

   

Build on what you learned in the 101 workshop in this hands-on session. In this session, Craig Todd, director of solutions engineering, and Jason Pape, senior solutions engineer, will cover more advanced techniques for building reports while you follow along in Calabrio ONE. Bring your laptop so you can access the system!

A Day in the Life of a Cloud Contact Center

Nick Winninger, Product Owner, Calabrio
 

Thinking of making the move to Calabrio ONE Cloud but not sure what to expect? Nick Winninger, product owner for the Calabrio ONE platform, will share the Calabrio ONE Cloud experience, including implementation, support, daily administration, product updates, preview platform, and communications from Calabrio.

A Recipe for Disaster Planning

Corey Peoples, Level 4 Support Engineer, Calabrio

No technology is fully immune from issues 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, support engineer at Calabrio, 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: How Grand Canyon University Created 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, assistant director of quality assurance 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 award programs, and share how Calabrio ONE has helped support agent engagement.

Beginner's Guide to the Intelligent Contact Center

Craig Todd, Director of Sales Engineering, Calabrio
Richard McElroy, General Manager, Calabrio Canada
 

You see the sheer volume of data coming into your contact center and understand the value it represents to your organization. But how can you extract insights without a degree in data science? This session will cover practical tips to help you create intelligence from your contact center data and share it across your organization. You’ll learn what to look for in a contact center reporting solution and then see a short demo of the new reporting capabilities in Calabrio ONE.

Better Together: CCaaS + Calabrio ONE Cloud

Ross Daniels, VP of Strategic Platforms, Calabrio
 

Contact Center as a Service (CCaaS) platforms have emerged as the cloud-based alternative to traditional on-premises solutions. Calabrio has partnered with the best CCaaS solutions in the industry, including Amazon Connect, BroadSoft, Five9, Serenova, Tata, and more. This session will detail these partnerships and your options when it comes to a “pure cloud” environment with Calabrio ONE.

Calabrio Analytics: Quick Wins with Out-of-the-Box Solutions

Mary LaFosse, Contact Center Speech Analyst, Calabrio
  

Looking for ways to reduce to time to value with contact center analytics? Calabrio Analytics comes with a robust set of out-the-box solutions that can help you win big in a short amount of time. In this session, you’ll get an overview of the built-in tools available to help you with employee engagement, operational efficiency, and sales acceleration.

Ch-ch-ch-changes! How Freedom Mortgage Managed Change When Introducing a WFM Solution

Kat Worman, Workforce Management Consultant, Calabrio
Lynsay Hannah, Command Center Manager, Freedom Mortgage
 

If you’re looking to implement Calabrio WFM or expand it into a new area of your business–this session is for you! You’ll hear a real-life implementation story and learn how it has benefitted the business. In this session, you’ll hear from Lynsay Hannah, command center manager focusing on WFM at Freedom Mortgage, who will share her experience introducing Calabrio WFM to her teams. She’ll share how she won buy-in from leadership, supervisors and staff. You’ll come away with training tips–including a look at the cheat sheets Lynsay created about everything from logging in to trading schedules. Then she’ll share the biggest wins they’ve experienced since deploying. Kat Worman, workforce management consultant in the Calabrio Innovation Center, will get you up to speed on how Calabrio Innovation Center can support your organization in making the transition to Calabrio WFM.

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 that 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-premises 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. Then, hear from Daniel Acosta, Applications Analyst 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: Chewy Supports Hyper Growth with Calabrio ONE

Andrew Stein, Director of Customer Service, Chewy
Samneta Kem, Director of WFM, Chewy
   

Andrew Stein, Director of Customer Service at Chewy, is leading the charge in the contact center as the retailer experiences skyrocketing growth—supported by Calabrio ONE. Andrew will share what he learned from implementing Calabrio WFM, growing a 10-person WFM team, and gaining efficiency while still expanding his contact center staff. He will provide tips and tricks to customize Calabrio WFM to adapt the tool to your business model—rather than the other way around.

Contact Center Spotlight: Grand Canyon University Gained 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.

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 transforming her contact center’s manual quality assurance process to a more automated program with Calabrio ONE. Perfect for young contact centers, Ellen will share the lessons she learned while migrating their spreadsheet-based scorecards to multiple evaluations forms in Calabrio QM. You’ll take away practical tips and tricks for developing and streamlining your own quality assurance program.

Contact Center Spotlight: Paychex Standardizes Across Multiple Contact Centers with WFM Center of Excellence

Cassy Dunn, WFM Program Manager, Paychex
   

Here’s a great session for any organization struggling with change management and creating buy-in with staff! In this session, Cassy Dunn, WFM program manager at Paychex, will share how Paychex’s Center of Excellence is supporting employee engagement by standardizing WFM practices across multiple contact center groups. She’ll share her real-world experience with tackling educating staff and supervisors on the benefits of a WFM solution and how she helped her staff feel a sense of ownership in these changes. She’ll also share how the new WFM standards have positively impacted the customer experience.

Contact Center Spotlight: Sutter Health Reduces Average Speed of Answer by 92%

Jeannevie “Vee” Saastad, Application Analyst II, Sutter Health
  

In this session, Jeannevie “Vee” Saastad, application analyst at Sutter Health, will share lessons learned while implementing Calabrio Quality Management (QM) and Workforce Management (WFM). Vee helped the Service Desk group move from Excel spreadsheets to Calabrio and navigate the cultural shift that came with that. Within four months, the Service Desk reduced their average speed of answer (ASA) by 92% while improving SLA metrics and quality scores. Vee is now supporting Calabrio systems for contact centers across Sutter Health and has a wealth of real-world experience to help those who are new to Calabrio or are considering adding WFM to their suite.

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.

Defining Your KPIs: 9 Top Mistakes to Avoid

Richard McElroy, General Manager, Calabrio Canada
 

Key Performance Indicators (KPIs) are those essential measurements that show how the contact center is impacting the company or organization’s business goals. While the process of choosing and defining KPIs is critical to effective performance management, it’s important to be aware of (and hopefully avoid) a few common pitfalls. Richard McElroy, managing director of Calabrio Canada, will share practical tips and tricks on mistakes to avoid when deciding what to measure and how to structure your reports so you can gain better understanding of how your teams are performing.

Employee Engagement: Strategies for a People-Driven Industry

Paul Stockford, President and Chief Analyst, Saddletree Research
  

No matter how much technology you introduce to the contact center, at its heart, customer service is a people-driven vocation. In Saddletree Research’s 2017 survey of contact center professionals, a whopping 82 percent of respondents cited employee engagement as a highly important driver of their operational strategy. On top of that, 38 percent of respondents see turnover as a major concern going into 2018. In this session, Paul Stockford, chief analyst at Saddletree Research, will explore the evolution of employee engagement in the contact center and will discuss many of the solutions available to address employee engagement today and in the future as the Millennial workforce becomes the majority.

Expert Panel: Analytics

Boris Chaplin, Product Manager, Calabrio (Moderator)
Brad Snedeker,
Director of Innovation, Calabrio
Mary LaFosse,
Contact Center Speech Analyst, Calabrio
Todd Marthaler,
Contact Center Analytics Consultant, Calabrio
J. Ryan Bradley,
Center of Excellence Director, Erie Insurance
 

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.

Expert Panel: Calabrio ONE for an Avaya Environment

Matt Kroulik, Senior Implementation Engineer, Calabrio (Moderator) 
Corey Peoples, Level 4 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. 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.

Expert Panel: Challenges in the Healthcare Industry

Brenda Peterson, Growth & Engagement Design Manager, Calabrio (Moderator)
Kim Guzman,
Quality Assurance Analyst, Sutter Health
Daniel Acosta, 
Applications Analyst III, Houston Methodist
Joshua Montemayor,
Quality and Workforce Management Analyst, University of Louisville Physicians 
Arthur Osmelak,
Quality, Training, and Workforce Optimization Manager, Northwestern Medicine
  

Changing consumer expectations are having a large impact on how contact centers in the healthcare industry are approaching patient care. Contact centers in the healthcare field experience unique challenges when it comes to customer–or patient–experience. In this interactive session, healthcare contact center experts from across the country will come together to share their experiences and answer your questions. If you’re in the healthcare or health insurance space, you don’t want to miss this session!

Expert Panel: IT

Austin Messer, Platform Product Manager, Calabrio (Moderator)
Matt Kroulik,
Senior Implementation Engineer, Calabrio
Judy Owad,
Project Lead of Information Systems, Superior Propane
Corey Peoples,
Level 4 Support Engineer, Calabrio
 

Here’s your chance to get your contact center IT questions answered! Our IT experts, including Judy Owad, project lead for information systems at Superior Propane, and Calabrio engineers who implement and support Calabrio ONE every day will help with your IT-focused inquiries and scenarios. This session will be interactive and will include topics chosen by you and your peers.

Expert Panel: Migrating to the Cloud

Ralph Awad, Director of Cloud Operations, Calabrio (Moderator)
Austin Messer,
Platform Product Manager, Calabrio
Chad Norberg,
Product Owner, Calabrio
Matt Kroulik, Senior Implementation Engineer, Calabrio
 

Thinking about moving to Calabrio ONE Cloud? Here’s your chance to get your migration questions answered! Our Calabrio ONE Cloud experts will help with your cloud related inquiries and scenarios to help you prepare for the move.

Expert Panel: Quality Management (QM)

Austin Messer, Platform Product Manager, Calabrio (Moderator)
Ellen Hatton, Risk Oversight Manager, J.D. Byrider
Alex Wozniak,
Director of Shared Services, Superior Propane
Mark Jenkins,
Training Manager, Calabrio
Shazila Naseer, Director of Customer Service, ACCC Insurance
  

This is your chance to ask anything QM! In this interactive session, our panel of experts, including customers, Ellen Hatton, Risk Oversight Manager at J.D. Byrider, Alex Wozniak, director shared services at Superior Propane, and Shazlia Naseer, director of customer service at ACCC Insurance, as well as Calabrio experts, 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.

Expert Panel: Reporting

Tammy Marinac, Product Marketing Manager, Calabrio (Moderator)
Richard McElroy, General Manager, Calabrio Canada
Jason Pape,
Senior Solution Engineer, Calabrio
Craig Todd,
 Director of Sales Engineering, Calabrio
Mary Moilanen, Business Intelligence Consultant, Calabrio
Boris Chaplin, Product Manager, Calabrio 

 

This is your chance to ask anything about our latest reporting capabilities, including the new Data Explorer feature and the Calabrio Advanced Reporting solution. In this interactive session, our panel of experts from our Vancouver-based Center of Excellence for Customer and Employee Engagement and the Calabrio Innovation Center, will answer your burning questions about Big Data, business intelligence, analytics, reporting and more!

Expert Panel: Workforce Management

Julie Heller, Product Owner, Calabrio (Moderator)
Kat Worman, Workforce Management Consultant, Calabrio
Jaslyne Halter, Contact Center Analyst I, Erie Insurance
Raymon Bickell, Workforce Management Coordinator, Consumer Cellular
  

This is your chance to ask anything WFM! In this interactive session, our panel of experts, including Jaslyne Halter, contact center analyst at Erie insurance, and Raymon Bickell workforce management coordinator at Consumer Cellular, as well as Calabrio experts will answer questions submitted by you – our conference attendees. Bring your WFM challenges and questions to the panel. This session will be dynamic and informative and will include topics chosen by you and your peers.

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 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

Get the lowdown on the new Calabrio Success Center! Great for all attendees, especially new customers and those evaluating Calabrio. In this session, Brenda Peterson, growth and engagement design manager at Calabrio, will review the resources available to help you grow your Calabrio ONE knowledge and skills. She’ll cover the Calabrio Learning Center Online, microlearning videos, and all of the materials available in the new Calabrio Success Center.

How to Succeed with Contact Center Analytics

Todd Marthaler, Contact Center Analytics Consultant, Calabrio
  

Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high and this session will set you up for success. Todd Marthaler, contact center speech analyst with the Calabrio Innovation Center, will share best practices for contact center analytics success, including:
• Understanding what “analytics” really is, or can be
• Planning for pre- and post-deployment
• Maintaining ongoing focus, resources and funding

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, support engineer at Calabrio, 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.

No Crystal Ball Needed: Advanced Forecasting for Success

Brad Snedeker, Director of Innovation, Calabrio
 

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 WFM 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!

Protect Your Business: Calabrio Analytics for Risk & Compliance

Brad Snedeker, Director of Innovation, Calabrio
 

Every business needs to worry about managing risk and complying with rules and regulations. Companies in highly regulated industries are under extra scrutiny. In this session, Brad Snedeker, director of the Calabrio Innovation Center, will share how Calabrio Analytics can be used to track risk and compliance in the contact center. Brad will show you how to set up your analytics dashboard to help you understand what is and is not being communicated in your contact center to help you avoid fines.

Quality Management on Steroids with Analytics

Todd Marthaler, Contact Center Analytics Consultant, Calabrio
   

QM? Analytics? Aren’t those two separate products with two separate users? That’s been the traditional line of thinking, but in this session we will unlock the value your organization can experience when these two technologies are paired together. From targeted quality assurance, to agent benchmarking, to predictive call scoring and identifying sales opportunities, you will learn how to make strategic business decisions through an analytical approach to quality management.

Rock the Experience: Calabrio Analytics for Customer Experience

Mary LaFosse, Contact Center Speech Analyst, Calabrio
 

The focus on customer experience (CX) puts the contact center in the spotlight. Today, more businesses are realizing they have the complete voice of the customer—a goldmine of customer insights—sitting uncultivated in their contact centers in the form of call recordings, chat transcripts, customer service emails and other customer interaction data. Calabrio Analytics makes it intuitive for any business to mine contact center data to reveal insights into the customer experience. In this session, Mary LaFosse, contact center speech analyst in the Calabrio Innovation Center, will show how Calabrio Analytics can be used to understand your CX. She’ll walk through an example dashboard that shows at-risk customers, frustration points, escalation triggers, repeat contacts and more. These insights can be used across your organization to improve products and services or to address operational issues within the contact center itself.

Roundtable: Best Practices for Agent Engagement

Brad Snedeker, Director of Innovation, Calabrio (Moderator)
  

We all know that happy agents are productive agents. But what techniques are the most effective for ensuring high levels of agent engagement and motivation? In this session, we’ll discuss gamification, variable scheduling, rewards programs and other strategies for motivating agents. Share your own best practices and learn from your peers.

Roundtable: Contact Center Career Paths and How to Develop Agents

Kat Worman, Workforce Management Consultant, Calabrio (Moderator)
 

Employee expectations are changing. Research shows Millennials are looking for a job that sustains them emotionally as well as financially. In short, they want to feel like a valuable part of the business. In this interactive session, we’ll discuss how to construct career paths for your contact center agents that are challenging, engaging, and provide plenty of opportunities for professional and personal growth to keep their knowledge and training from going somewhere else. Share your own experiences, ask questions, and learn from your peers in this roundtable discussion.

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!

Stepping Up to Secure the Cloud: Benefits & Myths

Ralph Awad, Director of Cloud Operations, Calabrio
 

“The cloud” is all the rage. Why, then, are some organizations still resistant to the idea? In this session, we’ll cover how moving to a cloud WFO solution can benefit your business. Ralph Awad, director of cloud operations at Calabrio, will cover common concerns about cloud computing and steps that Calabrio has taken to address considerations around security, privacy, control, customization vs. configuration, and more.

Success in the Customer Experience Era: Connecting Your Customer to Your C-Suite

Rebecca Martin, VP of Marketing, Calabrio
 

Customer experience is a key priority of global business–is your contact center ready? Although businesses are focusing more and more on customer experience, challenges remain in understanding where change is needed, both in terms of process and technology. In this session, Rebecca Martin, vice president of marketing at Calabrio, will share results from a study commissioned by Calabrio that explores these challenges and outlines where businesses can get a head start on the competition. You’ll discover why senior executives are prioritizing the customer experience, understand best practices around customer focused metrics, and learn how to address the key blind spots within your customer service function.

Tapping into Big Data: Integrating Systems for Enterprise Reporting

Richard McElroy, General Manager, Calabrio Canada
Frank Gielen, Solution Engineer, Calabrio
 

Take your contact center reporting to the next level by integrating data from across the enterprise. In this session, Richard McElroy, managing director for Calabrio Canada, and Frank Gielen, solutions engineer, will take a deep dive into the technical side of Calabrio Advanced Reporting. Learn about built-in system adaptors that can pull in any data, from any source at any time–including data from HR systems, ERP systems, and more. You’ll come away with an understanding of real-time vs historical data and you’ll learn tips on how to optimize your data for better visual reporting.

Teaming for Success: Win-Win Strategies to Get the Most out of your BPO and Technology Investments

Rick Merson, Service Delivery Director/Industry Consultant, Atento

Looking for effective strategies and tactics to align objectives, prevent crises and get measurable business results? In this session, Rick Merson, industry consultant and service delivery director for Atento, will walk through tips for selecting, implementing, and managing your technology investments for maximum value. You’ll walk away with ideas and trends to help you get the most out of your investment in technology and people.

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, support engineer at Calabrio, 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 Contact Center is the CMO's New Best Friend: Calabrio Analytics for Marketing Insights

Tammy Marinac, Product Marketing Manager, Calabrio
 

Marketers spend a lot of money on surveys and marketing research–but you can help them uncover the insights they want by sharing customer feedback collected in the contact center. In this session, Tammy Marinac, product marketing manager, will share how Calabrio Analytics can be used to understand how your company’s marketing efforts are resonating with your customers. Tammy will provide best practices on setting up an analytics dashboard to help your marketing department understand their buyers.
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, Workforce Management Consultant in the Innovation Center, will share common areas within your WFM system that should be reviewed periodically to ensure WFM aligns with your business environment.

The Value of Integration: Bringing Valuable Insights to the Surface

Chad Norberg, Product Owner, 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–and you’ll see how Calabrio Advanced Reporting can take your business intelligence to the next level. This session will end with a roundtable to address participant questions, and further discuss compliance, customer journey data and customer experience.

Think Like Your Audience: Presenting Data to Influence Decisions

Mary Moilanen, Business Intelligence Analyst, Calabrio

Getting the data from your contact center reporting and 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. Mary Moilanen, business intelligence analyst in the Calabrio Innovation Center, will show you how to transform your data into a compelling story to get buy-in from your audience and see how your reporting and analytics tools can be a catalyst for positive change in your contact center and larger enterprise.

Tips and Tricks for Agent Engagement through Onboarding and Beyond

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

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
– 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 Jenkins, Training Manager, Calabrio
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? Mark Jenkins, training manager at Calabrio, will cover points vs percentage based forms and best practices to keep your evaluations relevant to your business. Then, 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.

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 are the Machines Learning in Your Contact Center?

Margaret Potter, Data Scientist, Calabrio

Back by popular demand! 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? In this session, Margaret Potter, data scientist at Calabrio, will explain 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 QM

Austin Messer, Platform Product Manager, Calabrio
  

Check out the latest features in Calabrio QM! In the session, Austin Messer, QM & platform 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!

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!

What's New with Reporting and Business Intelligence in Calabrio ONE

Tammy Marinac, Product Marketing Manager, Calabrio
Drew Oswald, Product Owner, Calabrio

Learn about all the recent reporting enhancements made to the Calabrio ONE suite. This session will offer an overview of our new, robust reporting engines and data visualization tools and will demonstrate how they can help your organization optimize performance and improve decision making.

Why Are You Still Tracking the Wrong Metrics?

Robert Vasquez, Manager, Customer Service Call Center Management, San Antonio Water System
 

All contact center pros know that you get what you measure. So why are you still measuring outdated KPIs in your contact center? Robert Vasquez, call center workforce manager at San Antonio Water System, will share his experiences in shifting the focus of leaders from traditional metrics to looking at the root of what’s happening with the service level. Robert will share his tips about strategizing for abandon rate and shrinkage to help you build a capacity plan by looking at the right metrics.

Workforce Engagement Management (WEM) 101: WEM Scheduling using Calabrio WFM

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.” You may have seen that Gartner has created a Magic Quadrant for this emerging space. Calabrio WFM has several options to help you create the best schedules and meet your service objectives while satisfying the personal needs and engagement levels of your contact center agents. In this session, Kat Worman, workforce management consultant in the Calabrio Innovation Center, 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 with Calabrio WFM.

Workshop: Data Explorer 101—Building Custom Reports in Calabrio ONE

Jason Pape, Senior Solution Engineer, Calabrio
Craig Todd,
 Director of Sales Engineering, Calabrio

   

In this hands-on workshop, you’ll gain access to our latest reporting tools. Craig Todd, director of solutions engineering, and Jason Pape, senior solutions engineer, will walk you through the interface and basic functionality and you’ll build your own report. Bring your laptop so you can access the system!

Workshop: Data Explorer 201—Leveraging Advanced Functionality in Calabrio ONE

Jason Pape, Senior Solution Engineer, Calabrio
Craig Todd,
 Director of Sales Engineering, Calabrio

   

Build on what you learned in the 101 workshop in this hands-on session. In this session, Craig Todd, director of solutions engineering, and Jason Pape, senior solutions engineer, will cover more advanced techniques for building reports while you follow along in Calabrio ONE. Bring your laptop so you can access the system!

Your Definitive Guide to Intraday Dynamic Scheduling

David Pritchard, Operations Analyst, Bank of the West
Kat Worman, Workforce Management Consultant, Calabrio
 

Calabrio WFM’s Intraday Dynamic Scheduling allows contact centers to manage intraday staffing levels while giving agents the ability to flex their schedules. Kat Worman, workforce management consultant in the Calabrio Innovation Center, will walk through how and when to leverage this unique feature. Then, David Pritchard, operations analyst at Bank of the West, will share how his team went from manual intraday management techniques using emails, to Intraday Dynamic Scheduling in Calabrio WFM – saving up to 12 hours per week. David will provide tips on rolling out changes to agents and reveal how Intraday Dynamic Scheduling has impacted operational metrics.

Your Path to the Cloud for Contact Center Users

Austin Messer, Platform Product Manager, Calabrio
Nick Winninger, Platform Owner, Calabrio

Contact center users–Are you thinking of moving to the cloud? In this session, we’ll outline everything involved in transitioning to Calabrio ONE Cloud from a contact center perspective. This session will detail your pre-transition checklist across contact center roles and you’ll walk away with materials to take back to your leadership.

Your Path to the Cloud for IT Users

Matt Kroulik, Senior Implementation Engineer, Calabrio
Nick Winninger,
Platform Owner, Calabrio

IT users–Are you thinking of moving to the cloud? In this session, we’ll outline everything involved in transitioning to Calabrio ONE Cloud from an IT perspective. This session will detail your pre-transition checklist and you’ll walk away with materials to take back to your leadership.

Post-Conference Training

Calabrio ONE v10 and Calabrio ONE Cloud Tenant Administrator

This course covers the configuration of the Calabrio ONE v10 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?