Webinar On-Demand

The Agent Experience in Calabrio's NextGen WFM

Fill out the form to watch the Webinar.

There’s a new way to keep your agents engaged.

You don’t have to sacrifice agent satisfaction to deliver an exceptional customer experience. Increase productivity and engagement in your contact center by giving your agents the freedom and responsibility they’ve been craving!

Calabrio’s product experts dive into the Agent Experience. They walk through some exciting  capabilities of Calabrio’s NextGen WFM that will transform your agent engagement. Find out how you’ll be able to keep your agents focused, driven and invested in their role.

In this webinar, you will learn:

  • How your agents can update their schedules, request time off, and even move their own breaks
  • Why giving your agents control over their own responsibilities matters for the whole team
  • How Calabrio’s mobile app will transform the way your agents work

 

Be sure to register and attend to be entered to win a Solo Stove Bonfire subscription. Plus, attend each of our webinars in our WFM series and have a chance to win a brand new e-Bike, the The Townie Go! 7D.

 

Moderator: Dave Hoekstra
WFM EvangelistDave Hoekstra, WFM Expert at Calabrio

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.

 

Alexander Wareham
Applications Consultant

Alexander Wareham, Applications Consultant, has 20+ years of call center experience ranging from being an agent to managing all facets of the operation. His main expertise is in Workforce management which is where he has spent most of his tenure in call centers ranging from 40 FTE to over 4000 FTE.  During the past 6 years, he had worked for AAA of Western and Central New York as the WFM and Quality manager implementing and administering the full Calabrio’s full suite. During his tenure, he was able to reduce staffing expenses by over $1,000,000 while increasing the impact of WFM through the organization to include non-call center areas such as the truck fleet.  He has been nominated twice for the SWPP call center professional of the year along with speaking at the SWPP, ICMI, IT Expo, and QATC conferences which show’s his passion for what he does.