BREAKOUT SESSIONS

• Adherence: Fact v. Fiction
• Analytics: Beyond the Basics
• Best Practices for Cloud Migrations
• Best Practices for a Successful Upgrade
• Bridging the Gap Between IT & Operations
• Data Explorer Hacks
• Decoding Calabrio Logs
• Making Remote Workers Work in Your Contact Center
• Performance Management in the Contact Center
• Putting Calabrio APIs to Work
• Putting Quality Back into Quality Management
• Rethinking Your QA Processes
• Roundtable: Change Management in the Contact Center
• Step Away from the Spreadsheet! Transitioning from Excel to Data Explorer
• The Art & Science of Forecasting
• The Beginner’s Guide to Analytics
• The Beginner’s Guide to QM
• The Beginner’s Guide to WFM
• The Holistic Customer Journey with Calabrio ONE
• The Role of the Citizen Data Scientist
• The Voice of the Customer in Quality Management
• Thinking Outside the Box with Calabrio ONE
• Things You Didn’t Know About WFM
• Transcription & Phonetics: Why You Need Both
• Trends in Global Data Privacy
• Uplevel Your Staff Planning
• Wrangling Your Evaluation Forms

EXPERT PANELS

• Analytics in the Contact Center
• Intraday Scheduling
• Making the Move to the Cloud
• Performance Management
• Reporting & Business Intelligence
• Quality 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
• The Calabrio Difference and Why We Win

PRODUCT UPDATES

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

WORKSHOPS

• Building an Evaluation Form
• Building Your Own Homepage Dashboard
• Designing a QM Report with Data Explorer
• Interactive Workshop: Facilitating Your Call Study
• Interactive Workshop: Preparing for Your Call Study
• Measuring Agent Adherence with Data Explorer