Webinar on Demand

Forecasting in Calabrio's NextGen WFM

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Imagine a better way to forecast change within your business.

The contact center is changing fast—and Calabrio is building the smart, accurate tools you’ll need to more easily predict the ebbs and flows of contact volume. Our NextGen Forecasting module will help you anticipate shifting patterns and emerging trends, so you can make better decisions for your contact center.

In the first of a four-part webinar series about the next generation of Calabrio Workforce Management, Calabrio product experts walked through our easy-to-use Predictive Forecasting module. Watch to find out how you’ll be able to leverage the new tools so you can achieve the outcomes that matter for your business.

Watch the webinar to learn:

  • How to use multi-date select, special day templates and data validation to boost productivity
  • Why this feature functionality is so important right now
  • How to leverage your WFM tools to make important connects and anticipate changes before they happen

 

Remember to 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.