Agenda

Agenda at a glance

Find our agenda at a glance below for our 2018 event. Please note that this is a tentative agenda and subject to change.

Monday, 8 October

Tank and PaddleMinster Court, 3 Mincing Lane London, 020 7929 8399, EC3R 7AA

18:00 – 20:00
Registration and Welcome Reception

Tuesday, 9 October

Grange City Hotel8-14 Cooper’s Row, London EC3N 2BQ, UK

8:00 – 8:30
Registration

8:30 – 10:00
General Session

10:15 – 11:00
Breakout Session #1

Amplify Your Quality Process and Evaluation Forms, Beauchamp
Intraday Management in Action, Crown
Partner Session: Positioning Calabrio Advanced Reporting and Analytics, Auditorium

11:15 – 12:00
Breakout Session #2

Common Contact Centre Problems Calabrio Advanced Reporting Can Solve, Beauchamp
So You’re Moving to the Cloud?, Crown
GDPR and the Contact Centre: What We’ve Learned in the First Six Months, Auditorium

12:00 – 13:00
Lunch

13:00 – 13:45
Breakout Session #3

The Value of Integration to IT and the Business: Bringing Valuable Insights to the Surface, Beauchamp
Roundtable: Using Calabrio ONE to Improve Agent Engagement and Happiness, Crown
Analytics 101: Everything You Wanted to Know But Were Afraid to Ask, Auditorium

14:00 – 14:45
Breakout Session #4

Getting the Most out of Data Explorer Dashboards that Drive Results, Beauchamp
QM Best Practices: Keeping Your Process Fresh, Crown
Partner Session: How to Spot a WFO Deal and Win with Calabrio
, Auditorium

15:00 – 15:45
Breakout Session #5

How to Complete a Call Study, Beauchamp
Uplevel Your Staff Planning, Crown

15:45 – 17:00
Closing Session & Cocktail Reception

Ask the Experts sessions available from 10:15 – 15:45 for 45 min time slots.

Session Guide

Guide Key

Topic(s) Featured

Analytics
Advanced Reporting
Cloud/Platform
Quality Management
Workforce Management
Partner

Session Descriptions

Amplify Your Quality Process and Evaluation Forms


Quality programs and the use of evaluation forms may be the heart of most contact centres, but it’s important to keep your tools and methods fresh. Discover techniques to tighten your processes, improve your evaluation forms and visualize the results using your current Calabrio solution. Robin Butterfield, Quality Management and Analytics consultant, will share advanced features for automating call selection, innovative scoring and form use, and how to share and visualize quality trending results. You’ll walk away with ways to amp up your Quality program, including:

  • How to efficiently select calls to evaluate, while maintaining complete objectivity
  • Learn how advanced form features, such as decremental scoring, comments and metadata can help identify relevant coaching topics
  • See what types of visualizations are available to view and report on your Quality results

Analytics 101: Everything You Wanted to Know But Were Afraid to Ask

In this session, you will learn Analytics basics and why it’s a trending topic in today’s intelligent contact centres. Robin Butterfield, QM and Analytics consultant will tackle topics such as:

  • The differences between speech, text and desktop analytics
  • Details on different Analytics technologies, such as LVCSR, Phonetics and STT
  • The top 10 Analytics business use cases

After this session, you’ll be able to articulate the ROI Analytics can provide and how it can improve your bottom line.

Common Contact Centre Problems Calabrio Advanced Reporting Can Solve

Today, contact centres are inundated with customer data. In fact, a Forrester study showed the average company houses customer-related data on 15 different data systems. With these multiple, disparate data platforms, the case for using a streamlined customer intelligence hub is stronger than ever. In this session, Richard McElroy, general manager of the Innovation Center and Center of Excellence for Analytics, will take you through three common contact centre challenges you can tackle using reporting, including:

  • How to remove data silos in your multichannel contact centre
  • How to harness all ACD, IVR, WFO, WFM, CRM and ERP data – all without having to be an analytics pro
  • How to see the bigger picture, one which will lead you to an in-depth view of the customer journey

You’ll walk away with a solid understanding of Calabrio Advanced Reporting and how it can help you better understand the customer journey, get ahead of issues and flex to the changing needs of your customers.

GDPR and the Contact Centre: What We've Learned in the First Six Months

As we all adjust to the new normal under General Data Protection Regulation (GDPR), we keep hearing several common questions from our customers. This session will review GDPR’s impact on the contact centre and explain how Calabrio ONE can help your organisation meet GDPR compliance requirements. Manager, sales engineer EMEA Charlie Snedden will cover how Calabrio ONE addresses data protection and transfer, the right to be forgotten, how to supress recording and more.

Getting the Most out of Data Explorer: Dashboards that Drive Results

We know you’ve spent time creating reports and dashboards that don’t quite hit the mark. In this session, Richard McElroy, general manager of the Innovation Center and Center of Excellence for Analytics, will show you how to create dashboards that are more than just pretty pictures. You’ll see examples of completed dashboards, and learn the types of reports that can generate it, so that you can start delivering impactful insights to the business.

How to Complete a Call Study

A call study can help you identify the primary elements of the customer service experience, while at the same time quantifying the effort expended by customers and agents. In other words, you can use call studies to help you spot trends and potential issues before they become unmanageable. In this session, you’ll learn from Robin Butterfield, contact centre analytics consultant, on how to prep for your call study, the ideal methodology to use and how to understand your results. You’ll walk away with a practical strategy for how to apply call studies in your organisation.

Intraday Management in Action

Intraday Management can make or break your contact centre operation. In this interactive session, David Evans, sales engineer EMEA, and Kat Worman, workforce management product owner, will cover what Intraday Management is and why it’s so important to help you respond flexibly to dynamic customer and agent behaviour in your center. You’ll learn the dos and don’ts, key skills, and essential characteristics for successful Intraday managers. Learn how other organisations approach Intraday Scheduling and the steps they’re taking to add Intraday Dynamic Scheduling to their mix.

Partner Session: How to Spot a WFO Deal and Win with Calabrio

Join CEO Tom Goodmanson, SVP of Customer Success Doug Lang, SVP & GM of EMEA Kris McKenzie, plus CMO Rebecca Martin in a fireside chat as they talk about how you can use the Calabrio ONE suite to increase the size of your deals, all while creating stickiness within your accounts. You’ll hear how successful sellers capitalize on contact center changes—such as infrastructure upgrades and the move to the cloud. And you’ll learn how to position Calabrio to address the unique needs of enterprise buyers. You’ll walk away with tools you can use in your opportunities today!

Partner Session: Positioning Calabrio Advanced Reporting and Analytics

Strengthen the value of the WFO and WEM solutions you provide by adding Calabrio Advanced Reporting and Analytics to your product portfolio! In this session, presented by Charlie Snedden, EMEA sales engineer manager and Richard McElroy, general manager of the Innovation Center and Center of Excellence for Analytics, you’ll learn how these products can not only increase the size of your overall Calabrio opportunity, but drive value in your accounts by giving customers access to data for faster decision-making and true voice-of-the-customer insights.

QM Best Practices: Keeping Your Process Fresh

Don’t let the quality management practice you’ve worked so hard to build become stagnant! QM processes can become entrenched within a contact centre, leading to some that are outdated and ineffective. In this session, you’ll learn from David Evans and Tom van Reeuwijk, sales engineers EMEA, on best practices for modern QM, including how often you should review your methods, and focus areas for improved quality.

Roundtable: Using Calabrio ONE to Improve Agent Engagement and Happiness

Employee expectations are changing. Research shows millennials are looking for a job that sustains them emotionally as well as financially. In short, they want to feel like a valuable part of the business. In this interactive session lead by Charlie Snedden, manager, sales engineering EMEA, you’ll participate in a discussion on topics such as how to introduce agent self-service features, how to leverage alerts and build goals, gamification best practices and keeping that knowledgeable agent in your organisation. Share your own experiences, ask questions, and learn from your peers in this roundtable discussion.

So You're Moving to the Cloud?

So you’re thinking of moving to the cloud? Then this session is perfect for you. Calabrio is in your corner providing the flexibility to meet your business needs in a manner that fits any architectural environment and scales in a way that meets your resource needs. If you’re thinking of transitioning to the convenience of the Calabrio ONE Cloud, Calabrio’s got your back! In this session, Mynhardt Kitshoff, manager of professional services, will cover your transition options, including a hybrid approach that’s perfect for those looking for a phased approach to the cloud.

Uplevel Your Staff Planning

You’ve created your forecasts and schedules for the next few weeks, but how can you elevate this function to drive greater impact to the business? In this session, David Evans, sales engineer EMEA, and Kat Worman, workforce management product owner, will help scheduling analysts learn how to partner with business leaders to review the risks and opportunities to achieving the service goals of the organisation, all while fulfilling the offline needs of the agents. With a little bit of effort and great communication, you can transform your planning into a powerhouse function that:

  • Effectively plan for future events like company meetings
  • Reduces use of overtime
  • Predicts upcoming staff changes due to promotions and attrition
  • Formalises a strategy to overcome call volume peaks
  • Utilises periods of overstaffing effectively

The Value of Integration to IT and the Business: Bringing Valuable Insights to the Surface

Data helps us connect with our customers to provide business value. In this session, Nick Aspenwall, implementation technical lead, will take you through the possibilities for platform integration, which can help you leverage APIs, survey data and data from the ACD, CRM, ERP, HRMS and beyond – and you’ll see how Calabrio Advanced Reporting can take your business intelligence to the next level. You’ll then get a technical overview of Calabrio WFM’s Generic Interface Service (GIS) and explain how it can benefit in the maintenance of customer historical data.

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