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Florian Garnier

Florian Garnier, Product Marketing Manager for WFM, Calabrio.

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The Secrets to Scheduling Multi-Skilled Agents

The Secrets to Scheduling Multi-Skilled Agents

What’s Next for Voice of the Customer (VoC)?

What’s Next for Voice of the Customer (VoC)?

Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

Top Tactics to Improve First Contact Resolution (FCR)

Top Tactics to Improve First Contact Resolution (FCR)

How to Prioritize Urgent Queries

How to Prioritize Urgent Queries

How to Measure Chatbot Performance

How to Measure Chatbot Performance

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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