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On the show
From 10 epsHost
Recent guests
Recent episodes
The Real-Time Awakening: How Hargreaves Lansdown Rebuilt Workforce Planning with Calabrio
Jan 30, 2026
38m 01s
From AI to “Speed to Happiness”: Dan Eddie on Simplyhealth’s CX Transformation
Jan 15, 2026
46m 57s
AI, Performance, and the Modern Agent with Steve Morrell
Dec 16, 2025
46m 32s
Voice of the Agent: What 540 Agents Really Think About Life on the Frontline
Dec 3, 2025
42m 09s
Women, Working Smarter: Ritu Maheshwari on Mentorship, Leadership & AI
Oct 8, 2025
43m 32s
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| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 1/30/26 | The Real-Time Awakening: How Hargreaves Lansdown Rebuilt Workforce Planning with Calabrio✨ | workforce planningreal-time management+2 | Jinesh Nair | CalabrioHargreaves Lansdown | UK | schedule adherenceshrinkage+3 | — | 38m 01s | |
| 1/15/26 | From AI to “Speed to Happiness”: Dan Eddie on Simplyhealth’s CX Transformation✨ | customer servicehealthcare+2 | Dan Eddie | SimplyhealthCalabrio+1 | UK | CX transformationSpeed to Happiness+2 | — | 46m 57s | |
| 12/16/25 | AI, Performance, and the Modern Agent with Steve Morrell✨ | AIcontact centers+4 | Steve Morrell | AI-powered self-serviceagent assist+3 | — | self-serviceagent assist+2 | — | 46m 32s | |
| 12/3/25 | Voice of the Agent: What 540 Agents Really Think About Life on the Frontline✨ | Voice of the Agentcontact centers+3 | Martin Teasdale | Get Out of WrapWorking Smarter+1 | — | agent satisfactionworkforce trends+1 | — | 42m 09s | |
| 10/8/25 |  Women, Working Smarter: Ritu Maheshwari on Mentorship, Leadership & AI✨ | mentorshipleadership+2 | Ritu Maheshwari | ExcelCalabrio | — | women in leadershiptechnology+1 | — | 43m 32s | |
| 10/3/25 |  New Series Coming! Women Working Smarter with Jen Docken and Ritu Maheshwari✨ | women in techcustomer service+1 | Ritu Maheshwari | CalabrioWorking Smarter+1 | — | womenleadership+2 | — | 3m 31s | |
| 9/15/25 | Big news - The Next Evolution of Contact Center WFM: Introducing Calabrio Workforce Intelligence✨ | Workforce ManagementArtificial Intelligence+1 | Magnus Geverts | Calabrio Workforce IntelligenceWorkforce Management+2 | Dallas | Predictive ActionsAgent Assist+1 | — | 22m 55s | |
| 8/11/25 | Dan Smitley - What do we want from AI in WFM?✨ | AIWFM+2 | Dan Smitley | CalabrioLinkedIn | — | Will Ferrell gifsAI assistants+1 | — | 54m 25s | |
| 6/2/25 | Why Every Contact Center Should Have a Developer On Staff with Ericc Whetstone✨ | APIscontact center+2 | Ericc Whetstone | — | — | APIcontact center staff+2 | — | 39m 52s | |
| 2/7/25 | AI Reporting and the future with AWS✨ | AIreporting+1 | — | Amazon Web ServicesAWS | — | Amazon Web Servicesfuture of reporting+1 | — | 21m 43s | |
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| 12/17/24 | Martin Teasdale of Get Out of Wrap - Contact Centre or Contact Center? | Working Smarter is joined by Martin Teasdale, the founder of Get out of Wrap, a UK-based podcast and consulting firm that specializes in contact centers...or is that centres? Martin talks about his career, the challenges of finding a vendor, and the Calabrio "Voice of the Agent" survey results that were recently published. | 54m 51s | ||||||
| 10/14/24 | Irina Hollatz of RightWFM - How do product roadmaps work? | Irina Hollatz stops by the podcast to explain what RightWFM does, and why it is important to challenge the norm. The discussions also leans towards how software development takes place, and how Calabrio approaches the multiple demands of creating dynamic software that people actually want to use. | 46m 31s | ||||||
| 5/22/24 | Klaus Bang, The Danish WFM Ninja - Using Data to Set Goals | Klaus Bang, otherwise known as the Danish WFM Ninja, shares his thoughts on a long career in WFM, his approach to determining a Service Level target, and how he used Calabrio WFM to consolidate several contact center practices into one. | 33m 17s | ||||||
| 2/5/24 | Wysdom - How AI turns bots into intelligent agents with Tariq Bethune | Virtual Agents, Chatbots, Bots...whatever you call them, they need love too. Calabrio is excited to welcome Wysdom into the portfolio to help customers of any size make their bots better. How does it work? What kind of KPI can be delivered on your virtual agents? Join Tariq from Wysdom as we understand how conversational AI assists in making your virtual and human agents better at servicing your customers. | 33m 53s | ||||||
| 10/4/23 | Successful Agent Self Scheduling with Precious Bucher from Zappos | Have you ever wanted to enable agent self-scheduling, but are afraid of the process? Never fear, Precious Bucher from Zappos is here. Precious covers in detail Zappos' agent scheduling process and how they have significantly reduced attrition in doing so. Spend some time as Precious also recounts her career and how she came to lead the scheduling team at Zappos. | 37m 18s | ||||||
| 8/7/23 | The Power of Honesty, Transparency and Communication with Bryce Ackerman | Bryce Ackerman from Roche Diagnostics joins Dave to discuss the role of WFM in CX, some of the biggest myths about WFM and how important honesty and transparency are when dealing with the workforce. Bryce shares some history of his journey in WFM and some of the life lessons he has learned along the way. | 48m 25s | ||||||
| 6/26/23 | WFM for a Global and Digital Organization with Trent Ryan from Netflix | Trent Ryan from Netflix joins the podcast to discuss how he got into WFM, what processes Netflix does well, and what he has learned over the years as the "key" to a sucessful WFM professional. Fresh off his nomination to SWPP's Workforce Management Professional of the Year, Trent gives great insight into how running the WFM practice for one of the most successful digital companies in the world. | 32m 23s | ||||||
| 5/31/23 | WEM in Healthcare Organizations with Daniel Acosta | Join our discussion with Daniel Acosta, a healthcare workforce management expert, in an eye-opening journey through the world of Workforce Engagement Management (WEM) in healthcare. In this thought-provoking podcast, Daniel shares his expertise and insights on optimizing patient access centers, revolutionizing call menu strategies, and leveraging data-driven decision-making to improve patient outcomes. Discover how WEM can transform your organization, expand your limits, and redefine the impact of patient access centers in healthcare. | 33m 49s | ||||||
| 5/3/23 | Building a World-Class WFM Team | With years of combined experience in WFM Management, this panel of experts dispenses wisdom and expertise on what to pay attention to when building a WFM team. Questions answered, amongst others, are: What is the proper ratio of WFM staff to agents? How does someone get into WFM and succeed? How to prep for a WFM interview and what pitfalls to watch out for? How to have tough conversations with operations staff? How to deal with the pain of change? and, most importantly, How do I get promoted in WFM? | 33m 22s | ||||||
| 3/7/23 | Chris Warticki - Customer Service, Customer Experience and Customer Success | What is the difference between Customer Service, Customer Experience and Customer Success? Join Chris Warticki, VP of Customer Experience at Epicor as we discuss how organizations can differentiate their customer service from their customer experience and truly impact the customer journey. | 34m 23s | ||||||
| 1/31/23 | Back to Basics with Jim Davies | Before a contact center organization looks to the future, getting back to the basics is the smarter first step. Calabrio's CXO Jim Davies stops by to provide wisdom and common sense advice on how to start at the beginning. | 33m 33s | ||||||
| 1/9/23 | Machine Learning and Artificial Intelligence - What is it and how are contact centers using AI/ML? | What is Machine Learning? What is AI? And how does it impact contact center operations? | 39m 01s | ||||||
| 12/14/22 | Using CX to Defend Your Brand with Nate Brown | Great customer service starts with supporting your frontline team. Dave Hoekstra and Nate Brown, Senior Director of CX at Arise, discuss how to find the spark of customer service in your agents while offering training to close information gaps. | 41m 34s | ||||||
| 12/1/22 | Empowering Agents: Amazon Web Services & AI in Contact Centers | Amazon Web Services’ Shalima Bhalla joins the podcast to discuss the partnership between AWS, Amazon Connect, and Calabrio. The pair talk advanced contact center tech and how it improves the agent and customer experience. | 34m 54s | ||||||
| 11/2/22 | Part 2- State of the Contact Center 2022 with Shep Hyken | Key findings from Calabrio's State of the Contact Center 2022 Report with Customer Service and Experience Expert Shep Hyken. | 22m 11s | ||||||
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