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Breakout Sessions

Join us at C3 for nearly 80 breakout sessions, featuring customer presentations, the latest in the Calabrio ONE suite, hands-on workshops, contact center best practices and more. Click on a breakout session title below to read the full abstract and review the presenter. 

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BREAKOUT SESSIONS

  • 45 Ideas in 45 Minutes: Tips & Techniques for the Contact Center & Beyond
  • A Look Ahead: The Calabrio/Teleopti Integration
  • Adherence: Fact v. Fiction
  • Analytics: Beyond the Basics
  • Assembling the Data Analysis Puzzle with Calabrio Advanced Reporting
  • Best Practices for Cloud Migrations
  • Best Practices for a Successful Upgrade
  • Building a Successful Analytics Practice with Governance Models
  • Cloud Candor with Henry Schein and ConvergeOne
  • Complete the Contact Center Puzzle: Connecting the Pieces of Calabrio ONE
  • Data Explorer Hacks
  • Decoding Calabrio Logs
  • Disruption Defined: When Customer Experience (CX) Meets Generational Expectations (GX)
  • Enabling the Transformation of Your Digital Journey with Calabrio
  • Engage Your Agents for the Win-Win Outcome
  • Frustrated with Having to Wrap Your Business Around a Contact Center Solution?
  • Going Beyond Surveys: Understanding The Customer with Sentiment Analysis
  • Incorporating the Voice of the Customer in Quality Management
  • Integrating Big Data with Voice of the Customer Analytics
  • Introduction to the Calabrio ONE Suite
  • IT & Operations: Bridging the Gap
  • Mapping the Calabrio Environment
  • Performance Management in the Contact Center
  • The Positive Power of WFM Automation
  • Putting Calabrio APIs to Work
  • Rethinking Archaic Quality Assurance Processes
  • Roundtable: Change Management in the Contact Center
  • Step Away from the Spreadsheet! Transitioning from Excel to Data Explorer
  • The Art & Science of Forecasting with Calabrio
  • The Beginner’s Guide to Analytics
  • The Beginner’s Guide to Data Explorer
  • The Beginner’s Guide to Quality Management
  • The Beginner’s Guide to WFM
  • The Connected, Cognitive and Cloud Contact Center: Driving Customer Loyalty and Lifetime Value
  • The Journey of Selecting, Configuring and Managing Change for a new WFM Tool
  • The Role of the Citizen Data Scientist
  • Things You Didn’t Know About Calabrio WFM
  • Transcription & Phonetics: The Hybrid Approach
  • Trends in Data Privacy in the U.S. and Worldwide
  • Under the Hood: Machine Learning and Artificial Intelligence in Calabrio ONE
  • Uplevel Your Staff Planning
  • Wanted! Your Toughest Contact Center Challenges
  • Wrangling Your Evaluation Forms

CONTACT CENTER SPOTLIGHTS

  • Bluegrass Cellular Uses Calabrio Analytics to Do More with Less
  • CentraCare Brings the WOW Factor to their Quality Program
  • How Focusing on Advocacy Language at Radial Resulted in FCR Improvements and Cost Savings
  • How Rackspace Manages WFM in a Non-Traditional Contact Center
  • How Paychex Creates Buy-in to Their WFM Process
  • Next-Level QM at Crossfuze
  • Pacific Life Identifies Opportunities for Call Efficiency Enhancements with Calabrio Analytics
  • The Art of Automation at Consumer Cellular

EXPERT PANELS

  • Analytics in the Contact Center
  • Intraday Scheduling
  • Making the Move to the Cloud
  • Making Remote Workers Work in Your Contact Center
  • Performance Management & Adherence
  • Quality Management
  • Reporting & Business Intelligence
  • Teleopti Workforce Management

PARTNER SESSIONS

  • Best Practices for Effective Configuration and Implementation
  • Business and Technical Discovery How-To
  • Getting Calabrio to the Table with Technical Resources
  • Getting to Yes with Pre-Sales Consulting
  • Maximizing Calabrio ONE with Lifecycle Management
  • Calabrio ONE Solutions Architecture

PRODUCT UPDATES

  • The Latest In Analytics
  • The Latest in QM
  • The Latest in Calabrio WFM
  • The Latest in Teleopti WFM

WORKSHOPS

  • Analytics Call Studies Part One: Call Study Prep
  • Analytics Call Studies Part Two: Where the Rubber Meets the Road
  • Designing the Future of WFM
  • Designing a QM Report with Data Explorer
  • Measuring Agent Adherence with Data Explorer
  • Taking a Fresh Look at Dynamic Scheduling
  • Unlocking the Magic of Homepage Dashboards

BREAKOUT SESSIONS

  • Assembling the Data Analysis Puzzle with Calabrio Advanced Reporting
  • Data Explorer Hacks
  • Performance Management in the Contact Center
  • The Role of the Citizen Data Scientist

EXPERT PANELS

  • Reporting & Business Intelligence

BREAKOUT SESSIONS

  • Analytics: Beyond the Basics
  • Building a Successful Analytics Practice with Governance Models
  • Going Beyond Surveys: Understanding The Customer with Sentiment Analysis
  • Integrating Big Data with Voice of the Customer Analytics
  • The Beginner’s Guide to Analytics
  • Transcription & Phonetics: The Hybrid Approach

CONTACT CENTER SPOTLIGHTS

  • Bluegrass Cellular Uses Calabrio Analytics to Do More with Less
  • How Focusing on Advocacy Language at Radial Resulted in FCR Improvements and Cost Savings
  • Pacific Life Identifies Opportunities for Call Efficiency Enhancements with Calabrio Analytics

EXPERT PANELS

  • Analytics in the Contact Center

PRODUCT UPDATES

  • The Latest In Analytics

WORKSHOPS

  • Analytics Call Studies Part One: Call Study Prep
  • Analytics Call Studies Part Two: Where the Rubber Meets the Road

    BREAKOUT SESSIONS

    • 45 Ideas in 45 Minutes: Tips & Techniques for the Contact Center & Beyond
    • Best Practices for Cloud Migrations
    • Best Practices for a Successful Upgrade
    • Complete the Contact Center Puzzle: Connecting the Pieces of Calabrio ONE
    • Decoding Calabrio Logs
    • Disruption Defined: When Customer Experience (CX) Meets Generational Expectations (GX)
    • Enabling the Transformation of Your Digital Journey with Calabrio
    • Engage Your Agents for the Win-Win Outcome
    • Introduction to the Calabrio ONE Suite
    • IT & Operations: Bridging the Gap
    • Performance Management in the Contact Center
    • Putting Calabrio APIs to Work
    • Roundtable: Change Management in the Contact Center
    • Trends in Data Privacy in the U.S. and Worldwide
    • Under the Hood: Machine Learning and Artificial Intelligence in Calabrio ONE
    • Wanted! Your Toughest Contact Center Challenges

     

    EXPERT PANELS

    • Making the Move to the Cloud
    • Making Remote Workers Work in Your Contact Center

      BREAKOUT SESSIONS

      • 45 Ideas in 45 Minutes: Tips & Techniques for the Contact Center & Beyond
      • Adherence: Fact v. Fiction
      • Enabling the Transformation of Your Digital Journey with Calabrio
      • Engage Your Agents for the Win-Win Outcome
      • Going Beyond Surveys: Understanding The Customer with Sentiment Analysis
      • IT & Operations: Bridging the Gap
      • Making Remote Workers Work in Your Contact Center
      • Roundtable: Change Management in the Contact Center
      • The Journey of Selecting, Configuring and Managing Change for a new WFM Tool
      • Wrangling Your Evaluation Form

      CONTACT CENTER SPOTLIGHTS

      • Bluegrass Cellular Uses Calabrio Analytics to Do More with Less
      • CentraCare Brings the WOW Factor to their Quality Program
      • Combining Concierge Services with Contact Center Efficiencies
      • How Focusing on Advocacy Language at Radial Resulted in FCR Improvements and Cost Savings
      • How Rackspace Manages WFM in a Non-Traditional Contact Center
      • How Paychex Creates Buy-in to Their WFM Process
      • Next-Level QM at Virteva
      • Pacific Life Identifies Opportunities for Call Efficiency Enhancements with Calabrio Analytics
      • The Art of Automation at Consumer Cellular

      EXPERT PANELS

      • Analytics in the Contact Center
      • Intraday Scheduling
      • Making the Move to the Cloud
      • Performance Management & Adherence
      • Quality Management

        BREAKOUT SESSIONS

        • Data Explorer Hacks
        • Performance Management in the Contact Center
        • Step Away from the Spreadsheet! Transitioning from Excel to Data Explorer
        • The Beginner’s Guide to Data Explorer
        • The Role of the Citizen Data Scientist

        EXPERT PANELS

        • Reporting & Business Intelligence

          WORKSHOPS

          • Designing a QM Report with Data Explorer
          • Measuring Agent Adherence with Data Explorer
          • Unlocking the Magic of Homepage Dashboards

          BREAKOUT SESSIONS

          • Incorporating the Voice of the Customer in Quality Management
          • Rethinking Archaic Quality Assurance Processes
          • The Beginner’s Guide to Quality Management
          • Wrangling Your Evaluation Forms

          CONTACT CENTER SPOTLIGHTS

          • CentraCare Brings the WOW Factor to their Quality Program
          • Next-Level QM at Crossfuze

          EXPERT PANELS

          • Quality Management

          WORKSHOPS

          • Designing a QM Report with Data Explorer

          PRODUCT UPDATES

          • The Latest in QM

            BREAKOUT SESSIONS

            • A Look Ahead: The Calabrio/Teleopti Integration
            • Adherence: Fact v. Fiction
            • Mapping the Calabrio Environment
            • The Art & Science of Forecasting with Calabrio
            • The Beginner’s Guide to WFM
            • The Journey of Selecting, Configuring and Managing Change for a new WFM Tool
            • Things You Didn’t Know About Calabrio WFM
            • Uplevel Your Staff Planning

            CONTACT CENTER SPOTLIGHTS

            • How Rackspace Manages WFM in a Non-Traditional Contact Center
            • How Paychex Creates Buy-in to Their WFM Process
            • The Art of Automation at Consumer Cellular

            EXPERT PANELS

            • Intraday Scheduling
            • Performance Management & Adherence
            • Teleopti Workforce Management

            PARTNER SESSIONS

            • The Positive Power of WFM Automation

            WORKSHOPS

            • Designing the Future of WFM
            • Measuring Agent Adherence with Data Explorer
            • Taking a Fresh Look at Dynamic Scheduling
            • Unlocking the Magic of Homepage Dashboards

            PRODUCT UPDATES

            • The Latest in Calabrio WFM
            • The Latest in Teleopti WFM

              *Breakout sessions are subject to change

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              Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behavior and sentiment, and derives compelling insights from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support.