Calabrio is Here to Help
Many of our customers have rapidly moved their workforce to a home-based model, either temporarily or permanently. But moving your contact center operations to a remote setup can be a challenge—especially when it must be done fast.
To help with the rapid shift, we've brought together a team of experts who shared real-world actionable advice on how to quickly (and successfully) implement a work-from-home migration.
Watch the webinar on demand to learn about how to:
- Change your Quality Assurance processes to focus on the WFH agent
- Use reporting to surface areas of improvement for WFM agents
- Adjust schedules to utilize WFH model
- Use speech analytics to identify action phrases that will help you manage a remote workforce.
Implement real-world actions to quickly shift your contact center to working from home.
Tom Goodmanson
President and CEO of Calabrio
Tom Goodmanson, President and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences.
Dave Hoekstra
WFM Evangelist
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.
Doug Zimmerman
QM & Analytics Consultant
Doug Zimmerman is a QM & Analytics Consultant with Calabrio, where he supports customers in their quest to increase their understanding of customers, employees, and their organization. He's been an advocate of Improved Customer Experience for 30+ years. His experience includes stints in a variety of contact centers roles, including IT, telephony, operations, business intelligence, employee performance management, and quality management.
Brian Munoz
Project Manager
Brian Munoz has worked in the contact center space for 12 years and spent the last three years as a Project Manager at Calabrio. With a strong background in workforce management and contact center best practices, he prevails in leading data analysis and performance optimization projects by challenging the status quo – recognized by his ‘Employee of the Year’ status in 2018. Prior to his role with Calabrio, Brian managed a WFM team that supported global operations in the insurance industry.
Laura Lukic
WFM Consultant
Laura spent seven years as a Calabrio WFM customer before joining the team last year. With 20 years of WFM, business analytics, and training experience, she knows the unique business challenges facing today's contact centers. Being a WFM consultant has afforded Laura the opportunity to utilize her skills and best practices in helping teams reach their potential. Whether it’s a new implementation or working with existing customers, finding the best solutions within WFM is the driving force behind Laura’s passion and commitment to contact center excellence!
Chad Norberg
Product Line Manager
Chad Norberg, Product Line Manager of Calabrio ONE and Integrations, focuses on media and data capture in the contact center. Chad has worked in technology for 10 years with experience in infrastructure, mid-range technologies, architecture design, software implementation and application integration. Chad is motivated and driven to utilize technology and automation to make life better (inside and outside of the contact center).
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.
