What does it take to run your contact center remotely and still deliver great customer experience?
In this period of disruption and uncertainty, it's never been more important to be focused on your customers and employees. It's also critical for businesses to run efficiently at times when revenue can be unpredictable. At Calabrio, we want to help our customers to adapt to this disruption.
Watch this webinar and learn how to prepare technically for remote working using your Calabrio/Teleopti solutions, and perhaps more importantly how to ensure that your customers, people and processes are supported.
Ed Creasey, Director Presales International at Calabrio, and a team of experts cover topics including how to:
- Technically set-up your contact center for remote working
- Adapt your BI and Quality Management processes to deliver a consistent customer experience
- Ensure employees are supported and engaged using self-service and shift optimisation
- Deliver efficient business continuity through remote workforce management
Most importantly, this is a practical webinar to help you right now.
We will give you tips on how to configure your Calabrio/Teleopti solution today, and how Calabrio customers can use our advisory services to get started immediately. There will also be a Q&A session where you can ask all your questions to the expert panel.
Ed Creasey
Director of Presales International
Ed Creasey is Calabrio’s Director of Pre Sales for the International market. He brings 28 years’ experience in the Contact Centre and Customer Experience industry. Ed has worked in pre-sales, consulting and operations across a wide range of organisations and market sectors, throughout the world. He has been delivering thought leadership and leading pre-sales and consulting teams for Analytics, Employee Engagement, CX and Robotics. He has a passion for engaging audiences, helping customers solve their business problems and delivering happy, reference-able clients who receive a rapid return on their investment. Previously, Ed has been Nexidia’s, then NICE’s, Director of Consulting for 12 years.
Kendall Wills
Sales Engineer
Kendall is a Solutions Engineer at Calabrio with over 8 years of experience in the contact centre and technology space. Kendall has experience in both managing change within contact centres and deploying new technology. Prior to joining Calabrio, Kendall worked across the full consulting cycle with a focus on managing change and behaviours through implementing new technologies and processes. Her passion for WFM comes from working within contact centres and seeing the value this software brings to organisations and how we can work to engage our agents in new and creative ways.
David Evans
Sales Engineer
David Evans is a Solutions Engineer at Calabrio with over 20 years of experience in WFO both as a resource planner and consultant. Prior to joining Calabrio, David worked across the full consulting cycle from presales to deployment with a focus on workforce management and interaction analytics. He has extensive experience in uncovering insight through WFO and helping organisations develop best practices. His passion for WFO comes from initially working as a Resource Planning Manager, a role in which he implemented planning functions for a number of UK companies covering Retail, Finance and Telecoms.
Ben Willmott
Strategic Account Manager
Ben is a Strategic Account Manager at Calabrio, working with customers to help them realise the full potential of their contact centre through product use and process optimization. Frequently engaged by customers to help building business cases for changes to working practices and new technology; Ben has been working in the contact centre software industry for over a decade with a breadth of experience of CX and WEM solutions from multiple vendors.
