In recent years, the role of the contact centre agent has undergone a significant transformation. It has become more complex, visible, critical, and strategic than ever before. It's clear that when agents are supported, empowered, and equipped with the right tools, they deliver superior customer service. However, with enquiries flooding in from multiple channels, agents are more stretched than ever, facing increased pressure to manage complex and unpredictable customer interactions. This makes it challenging to provide empathetic and expert service consistently.

Join Ed Creasey, VP of Sales Engineering at Calabrio, and Johanna Viklund, Global WFM Manager at H&M Group, as they explore strategies for empowering agents in today’s multiskilled, multichannel environment. Discover how H&M has used Calabrio to enhance agent performance, enabling agents to handle complex interactions with greater empathy and expertise.

Ed will showcase how Calabrio’s Quality Management and Analytics tools, enhanced by AI, can transform training and coaching with data-driven insights. Learn how Calabrio Workforce Management optimises forecasting and staffing for seasonal and dynamic needs, ensuring your team is always prepared.