Shift Bids can be intimidating. If your organization is thinking about trying a shift bid, or have been doing them and looking to get better, this is the episode for you. Dave and Mark discuss the Pros and Cons of shift bidding, things to avoid, and things to pay attention to. We promise this is the most entertaining discussion on Shift Bids that you will ever hear!

Do you empower your agents to make their own decisions? Is your attrition where you want it to be? Let's talk about Agent Empowerment and how it can revolutionize your agent base. By letting them make decisions on their own schedules, it changes how you are viewed as a leader, as an employer, and as a mentor. Listen as Mark Beards talks about what it means to empower your agents, and how to treat them like adults.

What is Shrinkage? A question that has been asked many, many times. Mark Beards, WFM Consultant at Calabrio and Dave Hoekstra attempt to break it all down. Answers to questions like, How do I define shrinkage? What should shrinkage include? What are the different types of shrinkage? Answers to all of that and more on the latest episode of Calabrio Shorts!

How do the pieces all fit? When talking about Service Level, ASA, CSAT and other KPI in your contact center, how do you balance those critical KPI with cost? Join Dave and Hussein Kamel, Strategic Consultant with Calabrio, as they discuss how to focus on multiple data points without causing all of the others to be affected.

Listen in as DaNeece Sheldon, customer success manager at Calabrio gives out all of her QM Calibration secrets. Find out what is a calibration, why do we need calibrations and how can calibrations create fairness, build morale, keep the integrity of the process and more!

Changing evaluation questions can invalidate your contact center data. That is why creating great evaluation questions from the start is key.
Dave Hoekstra is joined by program enablement manager, Therese Fruth, to discuss how to create great questions. Therese Fruth has firsthand experience building a contact center from the ground up. She shares strategies on how many evaluation questions to include, examples of good and bad questions, as well as tips for keep the organizational goals top of mind.

WFM forecasting is the blending of science and art: It needs to be fluid as things are constantly changing within contact centers. Although at times it can be challenging, forecasting is the key to running a successful contact center. But how do you plan for the anomalies, ensure you're using the right historical data, and adapt your forecast as needed?

In this episode, Dave and Matt discuss useful tips for generating a more accurate WFM forecast. While the key to accurate forecasting lies within your data, it takes an artful approach (and a willingness to adapt and change). Learn how to leverage this data and create a stronger forecast formula.

A solid look at how callback solutions can affect a WFM strategy; How can we make sure we are counting the calls in the right spot, how does it affect staffing, and what are some things to look out for when introducing a callback strategy? Join a panel of Calabrio experts as we discuss all of this and more!