In this episode of the ACP, we dive into the intricacies of workforce optimization (WFO), workforce management (WFM), workforce engagement management (WEM) with Scott Budding and Rich Pennington from Calabrio. 

As experts in this area, they discuss the evolution of traditional workforce management practices towards a more agent-centric approach, emphasizing the importance of engaging and empowering call center agents for both efficiency and quality service.

The episode also explores Calabrio's suite of solutions, their integration with Amazon Connect, and the impact of AI on enhancing WFO, WFM, and WEM.

From predictive analytics to bot efficiency evaluation, this episode will give you insights into the future of workforce management and optimization in the era of cloud-based contact centers.

Join us as we unpack how Calabrio and Amazon Connect work together to help businesses optimize their contact center operations while keeping agent well-being front and center.


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