Dave Hoekstra's guest appearances

Dave Hoekstra

Rick Kogan

Nocturnal Journal with Dave Hoekstra

Prine Time

Secrets To Contact Center Success

The Inflow Experience Podcast

Dale Watson

John Hughes

John Kelly

John Prine

Pete Seeger

Jack Kerouac

David Stone

Tony Fitzpatrick

Dave Cobb

Mike Veeck

Will Kimbrough

Michael Frank

DAN COOPER

Peter Guralnick

Bob Weir

OwlTail

More about Dave:Dave Hoekstra  was a columnist-critic at the Chicago Sun-Times from 1985 through 2014, where he won a 2012 Peter Lisagor Award for arts reporting and criticism and a 2013 Studs Terkel Community Media Award.His book “The People’s Place (Soul Food Restaurants and Reminiscences From the Civil Rights Era to Today)” was released Oct.,2015 on Chicago Review Press. He has also written books about Midwest supper clubs and camping across America.Dave wrote and co-produced the WTTW-Channel 11 PBS special “The Staple Singers and the Civil Rights Movement,” nominated for a 2001-02 Chicago Emmy for Outstanding Achievement for a Documentary-Cultural Significance. Dave wrote and produced the award winning 2020 full-length documentary "The Center of Nowhere (The Spirit and Sounds of Springfield,Mo.)," available on Google Play, Vimeo, XBOX, DVD and BluRay.He most recently was content developer-writer for the exhibit  "The State of Sound (A World of Music From Illinois),"  up through January, 2022 at the Abraham Lincoln Presidential Library and Museum in Springfield, Ill.He lives on John Prine's old mail route in Westchester, Ill.

More about Dave:Dave Hoekstra  was a columnist-critic at the Chicago Sun-Times from 1985 through 2014, where he won a 2012 Peter Lisagor Award for arts reporting and criticism and a 2013 Studs Terkel Community Media Award.His book “The People’s Place (Soul Food Restaurants and Reminiscences From the Civil Rights Era to Today)” was released Oct.,2015 on Chicago Review Press. He has also written books about Midwest supper clubs and camping across America.Dave wrote and co-produced the WTTW-Channel 11 PBS special “The Staple Singers and the Civil Rights Movement,” nominated for a 2001-02 Chicago Emmy for Outstanding Achievement for a Documentary-Cultural Significance. Dave wrote and produced the award winning 2020 full-length documentary "The Center of Nowhere (The Spirit and Sounds of Springfield,Mo.)," available on Google Play, Vimeo, XBOX, DVD and BluRay.He most recently was content developer-writer for the exhibit  "The State of Sound (A World of Music From Illinois),"  up through January, 2022 at the Abraham Lincoln Presidential Library and Museum in Springfield, Ill.He lives on John Prine's old mail route in Westchester, Ill.

Dave Hoekstra: Route 66 and Beyond (Season Two, Episode 9)

Dave Hoekstra is a Workforce Management (WFM) Evangelist at Calabrio. He has more than 20 years’ experience in the contact centre industry, much of that spent in Workforce Management. Dave spends much of his time talking with Contact Centre Leaders and staying abreast of the latest developments in WFM. As a result, Dave has deep insight into the trends in WFM which will transform your contact centre.   Dave’s Top 3 Trends:   There’s a shift to empowering agents to have more of a say in their schedule, to lift their engagement (03:59).   The computing power of the cloud is unlocking functionality which has never before been cost effective. Like Speech Analytics now able to transcribe 100% of calls, and WFM Planners being able to change the roster throughout the day (16:56).   With the ease of updating the roster in WFM software, WFM teams are able to focus on the bigger picture. Like working with HR to find the right type of agent (25:55).     You'll Learn:   The problems associated with letting agents design their schedules (05:14).   Why employee empowerment and employee engagement will only become more important (07:00).   Dave’s key question when he’s asked for job advice (09:33).   The piece of technology that has ruined us all (11:05).   What Dave thinks of the quote from Paul Stockford (Director of Research at the National Association of Call Centers) - that contact centres are “white collar sweatshops” - and the change Dave’s seeing across centres (13:27).   What new functionality is coming to contact centre software (22:30).   How we’re almost at the tipping point where centres will be able to create better Customer Experience for lower cost (30:14).     Connect with Dave here: https://www.linkedin.com/in/davehoekstrawfm/   Tune in to Dave’s podcast, ‘Working Smarter: Presented by Calabrio’: on Apple, Spotify, or your favourite podcast app.   If your priorities include strengthening employee engagement, lifting customer experience, or increasing your focus on coaching and development, I can help you out with a few ideas that you can steal. Send me an email (at blairs@bravatrak.com) and we can organize a 15-minute call over Zoom or Teams.

Dave Hoekstra is a Workforce Management (WFM) Evangelist at Calabrio. He has more than 20 years’ experience in the contact centre industry, much of that spent in Workforce Management. Dave spends much of his time talking with Contact Centre Leaders and staying abreast of the latest developments in WFM. As a result, Dave has deep insight into the trends in WFM which will transform your contact centre. Dave’s Top 3 Trends: <ol> <li> There’s a shift to empowering agents to have more of a say in their schedule, to lift their engagement (03:59). </li> <li> The computing power of the cloud is unlocking functionality which has never before been cost effective. Like Speech Analytics now able to transcribe 100% of calls, and WFM Planners being able to change the roster throughout the day (16:56). </li> <li> With the ease of updating the roster in WFM software, WFM teams are able to focus on the bigger picture. Like working with HR to find the right type of agent (25:55). </li> </ol> You'll Learn: <ul> <li> The problems associated with letting agents design their schedules (05:14). </li> <li> Why employee empowerment and employee engagement will only become more important (07:00). </li> <li> Dave’s key question when he’s asked for job advice (09:33). </li> <li> The piece of technology that has ruined us all (11:05). </li> <li> What Dave thinks of the quote from Paul Stockford (Director of Research at the National Association of Call Centers) - that contact centres are “white collar sweatshops” - and the change Dave’s seeing across centres (13:27). </li> <li> What new functionality is coming to contact centre software (22:30). </li> <li> How we’re almost at the tipping point where centres will be able to create better Customer Experience for lower cost (30:14). </li> </ul> Connect with Dave here: <a href="https://www.linkedin.com/in/davehoekstrawfm/" rel="noopener nofollow" target="_blank">https://www.linkedin.com/in/davehoekstrawfm/</a> Tune in to Dave’s podcast, ‘Working Smarter: Presented by Calabrio’: on <a href="https://podcasts.apple.com/us/podcast/working-smarter-presented-by-calabrio/id1467998499" rel="noopener nofollow" target="_blank">Apple</a>, <a href="https://open.spotify.com/show/6AIQ5TAMBoJNSWQNBKIuWk" rel="noopener nofollow" target="_blank">Spotify</a>, or your favourite podcast app. If your priorities include strengthening employee engagement, lifting customer experience, or increasing your focus on coaching and development, I can help you out with a few ideas that you can steal. Send me an email (at blairs@bravatrak.com) and we can organize a 15-minute call over Zoom or Teams.

3 Key Trends in Workforce Management that will Transform Your Contact Centre - with Dave Hoekstra