Working Smarter: Presented by Calabrio

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

  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.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. This year, we dig even deeper. From evolving expectations and shifting workforce dynamics to surprising new trends that leaders can’t afford to ignore - this conversation pulls back the curtain on what it really means to be an agent in 2025.Tune in to uncover what’s changed, what hasn’t, and what every contact center leader needs to know next.

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

  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.

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• New Series Coming! Women Working Smarter with Jen Docken and Ritu Maheshwari

  Get ready for an all-new series from Calabrio’s Working Smarter podcast! Hosted by Jennifer Docken, this series celebrates women leading the way in tech, contact centers, and customer service. In the preview episode, Jennifer teams up with Ritu Maheshwari from Calabrio to kick things off and share what’s to come.

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• Big news - The Next Evolution of Contact Center WFM: Introducing Calabrio Workforce Intelligence

  Hot off the press from Calabrio’s largest annual user conference, C3 in Dallas, comes the launch of Calabrio Workforce Intelligence - the next evolution of Workforce Management. With AI at the core, not bolted on, Calabrio Workforce Intelligence introduces capabilities like Predictive Actions, Agent Assist, and more to help organizations make smarter, proactive decisions at scale. In this episode, Magnus Geverts, VP of Product Marketing, explores the history of WFM and explains why Calabrio Workforce Intelligence is more than just an upgrade - it’s the evolution that outpaces change and redefines the future of the industry.

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• Dan Smitley - What do we want from AI in WFM?

  Dan Smitley is a WFM Guru - You may have seen him posting Will Ferrell gifs on LinkedIn every Friday, but for this episode he joins Calabrio to talk about AI in WFM and how we might get real-world, practical uses out of AI and what that means to the average user. Topics include how WFM can benefit from AI, especially in the "Art vs. Science" front, and what we as humans need from AI assistants. Want to be a guest on the Calabrio podcast?  Send us an email! [email protected]

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