Working Smarter: Presented by Calabrio

In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.

Working Smarter: Presented by Calabrio is a business podcast hosted by Calabrio, with 52 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Calabrio hosts Working Smarter: Presented by Calabrio, a business show with 52 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #13

  The Real-Time Awakening: How Hargreaves Lansdown Rebuilt Workforce Planning with Calabrio

  Jan 30, 202638 minS5

  <p>In this episode, Dave Hoekstra of Calabrio sits down with Jinesh Nair, Head of Service Planning & Performance at Hargreaves Lansdown, to discuss how one of the UK’s leading financial services organizations transformed its approach to workforce planning.</p><p>Jinesh shares how a 350-agent operation spanning 25 departments tackled declining schedule adherence, 43% shrinkage, and highly manual real-time management by building a service planning function from the ground up. With Calabrio at the center, the team introduced greater agent autonomy, meaningful adherence and performance KPIs, and a data-driven real-time approach that shifted planners from manual adjustments to proactive insights.</p><p>...

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  Episode #12

  From AI to “Speed to Happiness”: Dan Eddie on Simplyhealth’s CX Transformation

  Jan 15, 202647 minS5

  <p>In this episode of Working Smarter, Dave Hoekstra speaks with Dan Eddie, Customer Services Director at Simplyhealth - loyal Calabrio customer -  about the evolution of customer service in the healthcare sector. Together, they explore Simplyhealth’s mission to improve access to healthcare in the UK, the shift from voice to digital contact channels, and how AI is being integrated to enhance the customer experience.</p><p>Dan shares practical insights on the importance of business readiness, employee satisfaction, and the real-world challenges of implementing AI in the contact center. The conversation highlights why having a clear purpose and str...

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  Episode #11

  AI, Performance, and the Modern Agent with Steve Morrell

  Dec 16, 202547 minS5

  <p>AI is saving contact centers time, but is it actually making life better for agents? In this episode of Working Smarter, Dave Hoekstra chats with Steve Morrell from ContactBabel about new research into agent burnout, the evolving role of the agent, and what really happens when productivity goes up but KPIs don’t change. From AI-powered self-service and agent assist to analytics that tell us why customers are calling, they explore whether time saved is being reinvested wisely, or quietly driving new pressures. The conversation also digs into manager empathy, agent empowerment, and why up to 25% of call time is...

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  Episode #10

  Voice of the Agent: What 540 Agents Really Think About Life on the Frontline

  Dec 3, 202542 minS5

  <p>In this episode of Working Smarter, Dave Hoekstra is joined by Martin Teasdale, Founder of Get Out of Wrap, to unpack the findings from our latest Voice of the Agent research. This year, 540 frontline agents opened up about the realities, challenges, and hidden truths of working inside today’s contact centers.</p><p>Last year’s report was groundbreaking, revealing that while agents were largely satisfied and proud of their work, major gaps remained around AI readiness, training support, and overall enablement. </p><p>This year, we dig even deeper. From evolving expectations and shifting workforce dynamics to surprising new t...

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  Episode #9

  Women, Working Smarter: Ritu Maheshwari on Mentorship, Leadership & AI

  Oct 8, 202544 minS5

  <p>In the first episode of Women, Working Smarter, host Jennifer Docken (Product Marketing Manager, Calabrio) welcomes Ritu Maheshwari (VP of Product Management, Calabrio) to talk about her journey from engineering to product leadership. Ritu shares how mentors shaped her path, why building strong teams matters most, and what excites her about the future of AI in the contact center. From leadership lessons to the power of Excel, this episode is full of insights on how women are shaping customer experience today, and how AI and technology will help us all work smarter tomorrow.</p>

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