Florian Garnier Archives - Call Centre Helper

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Florian Garnier

Florian Garnier, Product Marketing Manager for WFM, Calabrio.

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Recent Articles Most Viewed Articles

What’s Happening With Forecasting Right Now?

What’s Happening With Forecasting Right Now?

The Secrets to Scheduling Multiskilled Agents

The Secrets to Scheduling Multiskilled 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

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

10 Steps to a Better CX Ambassador Programme

MiaRec and Alianza Announce New Integration

Zoom Cares Announces $2.75m AI Grant Funding

Webinar Replay: Are You Wasting Your CX Data’s Potential?

CX Landscape Report 2026

Upcoming Events

24th September 2026

CX Excellence Masterclass: Explore the Link Between QA and CX

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

Customers Still Want Email: Why AI Email Triage Beats Channel Deflection

How AI-Driven AHT Spikes Are Changing Workforce Management

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?