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In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.
Dave Hoekstra: Welcome to Working
Smarter, presented by Calabrio, where
we discuss contact center industry
trends and best practices, as well
as sharing success stories and pain
points with some of the most innovative
professionals in the industry.
We're really glad you're joining us
to learn and grow together in order to
provide world class customer service
to each and every one of our clients.
My name is Dave Hoekstra.
I'm the product evangelist
here at Calabrio, and my
guest today is Tarek Bethune.
Tariq comes to us in a unique
fashion because Tariq comes to
us from the Calabrio Acquisition.
very recently, as of the recording of this
podcast episode Calabrio acquired a, let's
call it a Bot quality management platform.
and we'll get into what
that means, called Calabrio.
And now we have, many new,
coworkers that are spending their
time working on providing quality
management to more than just humans.
we now have virtual agent management
or bot quality management.
Now, Tarek is the manager
of managed services.
Here at Calabrio now, but we're gonna
talk a little bit how he arrived at
Calabrio and how he got to where he is
today But first of all, welcome Tarek.
Thanks so much for joining me on the
podcast and Tell us a little bit about
who Tarek is and why how he arrived at the
Tariq Bethune: Yeah, absolutely.
Thank you, Dave.
It's a pleasure to be here.
I started my journey maybe three years
ago now at, at Calabrio and now Calabrio.
so I came in, entry level.
Oh, let's start a little bit further back.
university, did a bachelor's, commerce.
So a little bit of a different
industry that I've jumped into, but
I've always been, I've always known
I wanted to work in tech and I've
always been very entrepreneurial.
So I did, I had my BCom, but I
did a minor in entrepreneurship.
And so when I was starting out in the
workforce, I wanted a company that
was, had that startup feel to it.
and was working on some
really interesting.
Revolutionary tech and this job
came along and, was a really cool
opportunity for me to do that.
So I joined Calabrio as an entry
level conversational AI specialist.
And the focus there really is on the bot
building kind of aspects of the role.
you jump in, you're working with
clients and you're helping them build
bots on our internal, platform that
we, have at the, Have at the moment.
and from there, I progressed.
I became a senior in that role.
I then branched out a little
bit and, dabbled in some CSM.
So client success management,
especially with the operations
center tool that, Calabrio developed.
And so I worked closely with our
existing, bot clients to help them use
the operation center and the analytical
suite and acted as the CSM in that regard.
And I was doing that at the
same time as, that senior role.
And, back in October now, so four,
four months ago, jumped into this
manager role where I now oversee a
team of, conversational AI specialists.
I also oversee a lot of the CSM
components that we work with.
I also oversee a lot of the, pre
sales and, Aspects of Calabrio.
So I feel a few roles, there, um, but
yeah, no, it's, excited to be here
with you and, speak more to what we do.
Yeah.
Dave Hoekstra: okay.
So if I had, okay, I'm a Gen X er,
Which means that I grew up in the age of
Saturday morning cartoon and TV shows.
And one of my favorites was Pee wee's.
Playhouse, right?
And if you remember Pee wee's Playhouse,
they always had a secret word of the day.
And if anybody said the secret
word of the day, the buzzer would
go off and everyone would cheer.
Congratulations, because you have
said the secret word of the day,
which is conversational AI, right?
Nobody's talking about that in
the industry, so we're gonna be
the first to really bring this
up because nobody's even heard.
No.
And I think So that's where,
that's where I love the.
The idea that we get to work
together now because conversational
AI is such a big part.
And I know the, what you called
the operation center, which is
Calabrio's platform that is provided.
tell me a little bit about.
What that does because I know we can
talk about bots and virtual agents and
that kind of thing and I think that
general Consensus is they suck right?
That's that's that And I'm smiling when
I say that you can't see that on the
podcast because the whole point of the
Calabrio Operations Center, or what
we're calling Bot Quality Management,
is to make bots not suck, right?
Isn't that the goal?
Tariq Bethune: Absolutely.
That's, the goal.
That's the ultimate goal.
So why,
Dave Hoekstra: why do
people think that bots suck?
Let's start there.
Tariq Bethune: Absolutely.
I think the main thing about bots
within the industry at the moment is,
a lot of time is spent Building them,
and once that bot is up and running,
no time is spent optimizing them.
And that really is, the missing component
there is, especially with machine learning
and, the artificial intelligence that we
now use to build these bots, they need,
it needs to be fine tuned over, time.
And, that part is neglected, quite often.
Dave Hoekstra: You, You, don't know
this, but the, first time we met,
was on a, a call here and you said
something that I immediately wrote
down and you have, you're now quoted,
multiple times in different things.
You said, building bots is easy.
Building good bots is hard and measuring
the success of those bots is even harder.
And to me that encompasses what
the, what the entire bot quality
management platform is all about.
So tell us how that works.
Tariq Bethune: Yeah, absolutely.
It's a great question.
And, yeah, I'm glad that you quoted
me on that because that's, the reality
that everyone that has a bot in this
industry is realizing and is facing.
and this, analytical suite,
this, what would we call it?
Bot quality.
Bot, quality Management Bot.
Quality Management Suite
helps you with everything.
So you plug in your bot, you've,
built one, you've spent a lot of
time, you've got it up and running.
You think that it's covering
everything that you needed to cover.
people are asking questions about this
and that, and you're almost positive
that your bot's able to handle it.
But how can you validate this?
How can you make sure
that this is the case?
And how can you make sure that.
there's not other topics that people are
asking about that it needs to be covering.
How can you make sure that
the experience is good?
How can you make sure that people
aren't having a poor experience and
escalating and trying to communicate
with somebody real instead of,
sticking with the digital assistant?
That's, really where this tool comes in.
And so you can plug in your bot and it
doesn't matter where you've built it,
doesn't matter what platform you're on.
you can, you get.
all these metrics that help you
really quickly understand what
that performance looks like.
we break it at Calabrio, has built
several internal metrics as well, that
kind of aggregate some of those key,
mark, conversational AI, uh, market
leading, metrics, like containment and
true resolved and all of these, but we've
put, we've defined them into some key.
Overall metrics.
And so there's the bot experience
score, the bot automation score,
and the agent experience score.
And so you get this, really great
holistic view, with these three
numbers of how your bot is performing.
Dave Hoekstra: So if I'm going to break
it down to a fundamental level, it's what
are, your customers asking of your bot?
To do is that fair?
Okay.
then it does the bot actually help
that customer or is it just passing
everything over to a live agent because
it's effectively useless, right?
Which I think is the experience that
a lot of us that aren't really in the
industry have, I'm a Gen Xer like I
said earlier, and it's, I grew up in
the era of when computers required a
lot of fairly specialized knowledge to
get things out of the result, right?
And I'm not afraid to try a new thing.
I'm not afraid to say,
sure, I'll give this a shot.
and, but every time a bot comes
through And wants me to help them.
I'm usually pretty skeptical.
And I think that's the experience.
That's, what we're trying to get.
We're trying to get rid of, As we're
trying to make wow, these, that
was actually a super useful thing.
And I didn't even have to talk to
a human and, that's what I did.
So that is that bot experience
score that you're talking about
is, how does the, how well does
the experience go for the customer?
And is the bot helping that?
So what kind of things does.
That measure, like, how does that work
without revealing the source code?
Tariq Bethune: That's a great question.
And just to elaborate on, why
this tool is so impactful.
a lot of, in a lot of cases, Enterprise
companies within this industry are
trying to measure, these metrics, but
all they're really doing is sending out
a survey at the end of a, conversation
and expecting the user to answer that
survey and really data shows that maybe
10, maybe 15 percent of users actually
answer that question and even such.
Maybe two out of the four questions
get answered and it doesn't
dive deep enough into kind of
what that experience was like.
It's more would you
recommend this to a friend?
Would you buy from us again?
It's not really giving us enough
information about the bot.
So the bot experience score, just to
bring it back, really has all of these
signals that we look for throughout a
conversation that helps us define it.
And so it's looking for things
like that bot repetition.
It's looking for Customer paraphrasing.
Did the customer have to repeat
themselves or change the way that
they phrase something just to get
the correct experience with the bot?
Did the customer abandon the experience?
So they, they tried the bot, they didn't
really get an answer and they just left.
We're looking for things like negative
sentiment, negative feedback, so that
thumbs up, thumbs down from the customer.
We're even looking for things
like profanity, so we can really
quickly see, okay, was the customer
frustrated with this experience and
flag that and use these signals.
To define the score and later on,
within the tool, you can actually
filter for these signals so that you
can really quickly find the transcripts.
that were, had the biggest issues and,
see what was going on so that you can
go ahead and, try and solution them.
Dave Hoekstra: So we're taking
that, that very high level question
that an organization will ask, how
do we, help our bot answer more?
is really the ultimate goal of
the entire operations center
Calabrio platform, right?
it's, again, going, if I take this
back to very early days of call
centers, right back in the day when
it was just, you record a call and you
listen to a call and then over, over
two or three calls, you go, there's
an interesting pattern that's there.
And then you have to go
and validate that pattern.
And then you have to take steps to
mitigate that pattern from negatively
impacting the customer experience.
Same thing we're doing, right?
We're just doing it with a virtual
agent and on every single, virtual
agent interaction as opposed to
just randomly picking them out.
Is that fair?
Tariq Bethune: Yeah, that's fair, and
topic creation is a huge component of it.
Of course, you want to make sure
your bot can handle all these topics.
It's not like a live agent who
can make it up on the spot.
the bot is going to serve a,
hey, sorry, I don't know, rather
than try and give you something.
so that's certainly a component,
but I think the building of bots
can be very technical as well.
And so there's a lot of areas
in which mistakes can be made.
And so it's important that we're tracking
a lot of the other metrics that we do
so that you can, also see, okay, I've
built this experience, it covers the
topic, but something's broken, there's
a gap, there's looping that's happening,
or the NLU is not trained on this
topic, it exists, but we're really not
understanding a lot of what's coming in.
And we give you all of those metrics
to help you train your model to
help you identify issues and root
causes within your experiences.
How to fix those, but then also giving you
that holistic idea of is your bot covering
everything that it needs to be covering?
Dave Hoekstra: Okay.
So nothing tells the story
like a real world use case.
So can you hit me with a use case
of how the operations center?
Was able to take a bunch of
conversational AI, turn it into a
success story for an actual customer.
Tariq Bethune: Yeah, absolutely.
I got plenty of those.
we get a lot of retail clients, right?
So that's, that's definitely one.
We also get a lot of, telco clients.
So let's go with telco.
so telco and sorry, just to
elaborate as a telecommunications.
cell phone related, internet related.
and that's the focus.
so we've, had a customer come to
us and they, it was a couple of
years ago now, they came to us, big,
company, and they said, Hey, We know
our containment rates are showing
us that we have about 70 60 percent
containment So that looks good on paper,
but when we review these transcripts
Dave Hoekstra: before you go too
far define containment, right?
Tariq Bethune: What are we talking about?
Yes containment means that the Digital
assistant or the bot did not have to
hand off that conversation to an agent.
So the conversation contained,
was contained within the chat bot.
And that's, usually that one metric
that people are looking for because
every time it hands off to an
agent, it costs the company money.
So if it doesn't hand off to the agent.
Great, we saved money there.
but it doesn't give you
the full picture, right?
So, this, company came to us, um,
really high containment, but, they
would review transcripts, and they had
a couple other metrics that they were
working with, and they were really
trying to understand what was going on.
Their containment looked good, their
bot performance did not look good, and
this was just from manually reviewing.
They couldn't get a good
sense of, was this the case?
we worked with them, we plugged
their bot into OC, and Immediately,
they could, they, a lot of their,
concerns were validated, right?
So they had bot automation
rate of around five percent.
Their bot experience score was
really low in the thirties.
they had a cost per automated chat,
which is that ROI on your bot program,
at ten dollars a conversation.
and their, monthly volumes, were
around thirty thousand and they
wished that they could increase these.
and so, yeah, we plugged them in.
Showed them and validated all these
metrics for them, and we spent several
months working with them, consulting for
them, putting together, some insights
reports, walking them through some of
the best practices of what they could
do better on, in their bot, and, after,
five or six months, I think it was, we
had their automation, score up closer
to 30%, With a goal of 45%, which we did
eventually hit, their experience score.
We brought that up to 60 from,
like I said, low thirties.
and the, really, the key factor there
for them was the cost per automated chat.
So we had that, it started at 10 and we
brought that down to 2 and 60 cents per.
conversation, which was
really, great for them.
and their retention went up.
So their volumes, their bot volumes
went from around 30, 000 to 80, 000,
month, monthly conversations, because
people had more trust, had more faith
in the chatbot experience and weren't
just trying to reach, someone else or
just, use a different channel to call
in through, and, to get their answer.
Dave Hoekstra: Wow.
Okay.
So, we're talking, the, you, the,
seedy underbelly of our Industry is
that everything is about cost, right?
And people do get hung up
on cost a lot of times.
So it's really great to
hear to go from 10 to 2.
That's, especially if we're increasing the
volume of chats by 50, 000, that's we're
talking real dollars and cents there.
as somebody who has.
Spent lots of time on the phones in a
contact center and working with customers.
I always loved to hear that the
experience became better because and
just like you said once I start to
trust the bot I The, I'm sure there's
a little bit of a diminishing return
because the more I trust the bot, the
harder questions I'm going to ask it.
And eventually I'm going to
exceed the limitations of the bot.
But, it's so great to hear that
people, customers, whether we're
talking about telco, retail, insurance,
whatever the case may be, customers
just want their question answered.
They don't necessarily care if it's
a human or a virtual agent, they
just want their question answered.
And anything that these organizations
can do to increase the amount
of positive experiences with a
customer is always a big part of it.
And now, so you mentioned that
you guys tapped into that.
we also can fully manage
that whole bot experience.
Correct?
Tariq Bethune: Absolutely.
So we, can build you a bot
on any platform, right?
And so we work, we have partnerships with
a lot of the big guys, there's Google
Dialogflow, there's Salesforce, Einstein,
Microsoft PVA, big, platforms that
have, great bot building capabilities.
and you may have some kind of
partnership with them already.
We work with them and you'll
come to us and say, Hey, we want.
you to build us a bot and, and
yeah, we'll, do just that for you.
And, ultimately, we'll spend
a few months building it.
We'll have people on your end working
with us, helping us create that content,
focus on those topics and those use
cases that they want to have covered.
and then, again, at the end of it,
plugging it into OC when we push
it to production or push it live,
helping you validate all of the,
what's been built and making sure
that, over time it's improving.
Dave Hoekstra: And why wouldn't you, if
you are looking into building a bot, why
wouldn't you want to have not only the
people who know what they're doing, but
the people who can then analyze it, right?
And, it's if you were to go out and buy a
new phone system and not get any reports.
That's what a lot of organizations
are doing right now is they're
basically like implementing a
system and then doing almost no
evaluation of whether it truly works.
And that's really the gap that
the Calabrio platform takes.
And what's really exciting is how.
How we are going to be implementing
a lot of this technology to
the human agent as well, right?
I'm really curious about
the topic analysis.
How, does that work?
we're talking about conversational AI and
really putting that analysis into work.
how does the topic analysis work
and what does that provide to a
customer that uses the platform?
Tariq Bethune: Yeah, absolutely
A great question there.
and I'm not gonna get too technical with
it, but from a bot building standpoint, a
bot is built using intent and utterances.
And an intent is essentially, a topic,
an action or a reason that a customer is
speaking to the bot and the utterance is
what we use to train those models with
so that it can recognize when a user
asks their question, where to send them.
In a, in any bot experience, there can
be, several, intents that, that come up.
And, from a bot management
perspective, very valuable.
Absolutely.
You wanna know what all these
intents were, that were triggered.
but from a, more holistic kind of overview
of what topics are coming up in your
bot, it's a little too granular for that.
And so that's where the topic modeling.
Comes in and we have a page
within the operations center.
it's called conversation topics and
when you take a look at it What it's
what's done is all of the transcripts
and all the conversations that have
happened Get ingested into the tool and
an additional topic model is run over
them to help define one main topic.
and the idea behind that is you can
look at this, page and get a really
quick breakdown of what are those key
topics that are coming up in the, bot.
and from there, you may be, you
may be a little more high level.
You might be like an executive or someone,
someone from the leadership team who's
just really trying to get a sense of,
this program and, what's going on.
and so you'll hop into a page like
this to, see that breakdown and get
an idea of what those main topics are.
whereas someone who's just Maybe
more on the bot building aspect.
We'll jump into something like
the, like just the intent breakdown
to see what all the intents were
that came up with an account.
So like
Dave Hoekstra: a topic for
a retailer, a topic might be
refunds or it might be returns.
And then I can drill down into there
and see subcategories of like returns.
For running shoes or returns for right.
and based on what those people
are typing in there, it's auto
categorizing in a sense, is that exactly
Tariq Bethune: how you
explain that better than me?
yeah, auto categorizing is, we
can call it that it's, it is,
using a topic classification,
But it's just based off of, it's
reviewing all of the user messages.
in that conversation
before it defines a topic.
Whereas, a bot performs based on each user
message, not every user message, right?
It matches an intent to each user message.
We look at every user message
before we come up with a, topic.
Does that explain it?
Or is that absolutely.
Yeah,
Dave Hoekstra: it helps.
It helps round it out and I'm, like you
said, we don't want to get too granular
and too, into the weeds on this, but I
think a lot of people are curious because
for example, for me, just as a, personal
aside, I'd never said the words human
quality before because in my mind it's
always been Just quality and now with
the introduction of how the Calabrio,
bot quality platform works into this.
Now, all of a sudden, human quality
and virtual agent quality or bot
quality are two different things, but
you can approach them in the same way.
people are still saying things.
And so the exciting thing is how
this is going to, be utilized
for all these organizations
that had these virtual agents.
But now how can we translate this
technology into what we're doing with
human agents as well and really start
to get the insight that, cause it's
always about what are people saying?
Like, how can we be better at our jobs by
knowing what is contained in this mountain
of information that we've constantly
been on the search for to clean up?
So I think that leads
me to my next question.
Who are the biggest benefactors?
Tariq Bethune: Yeah, there's
several benefactors, absolutely,
for the operations center, and
especially those that are, directors
of, contact center management.
so anyone that works in that department
of, customer success, but, maybe they have
a more of a focus on, how those live agent
contact centers are performing, or if they
have a bought how that digital assistant.
is performing.
The Operations Center really helps them
get an idea of what those topics are
that, that are, being communicated with
those live agents or with those bots,
but then also how they're performing.
And because we have both live agent and
bot metrics, you get a sense of both.
So you can really quickly
and really easily see, how
your agents are performing.
And handling certain questions and certain
topics, as you can with your bots, but it
really helps streamline that role because,
reporting is so much easier, right?
You get it, you get a generator report,
that you can, use monthly, weekly,
whatever it is, you can filter for,
and you can, Report on those and, over
time you can get a sense of are your
live agents improving, is your bot
improving, and you really don't have
to go in and manually start looking
at all these transcripts that you
were maybe downloading before from, if
you had live agents, they were being
transcribed and then you were looking at
these, conversations and trying to see,
okay, what are people talking about?
All of this is,
automatically done for you.
Yeah.
And, put into a suite that you
can really quickly go in and view.
So it certainly streamlines a lot of,
positions for, those directors that
oversee contact center and, a customer
experience, customer experience,
customer service, all of that.
Dave Hoekstra: Yeah, that's, I,
think it just really shows how much
of a, geek I am towards this because
that, that genuinely sounds like
something that like the, I think about.
the absolute joy of someone like a contact
center director or a VP of customer
experience, something like that, the
absolute joy of loading that dashboard
up in the morning and it shows you last
week and it shows elevates this flag
that says, we are receiving significantly
more, topic, hits in this particular area.
And all I have to do is
drill down, go into it.
Oh my gosh, that's a real problem.
I think I know where to go.
And then immediately starting
to work on that as opposed to.
Six weeks later, downloading a bunch
of transcripts and just scrolling
and hoping I noticed something right
or loading them into some weird word
cloud software or something like that.
I'm sure that people are trying
that But that's genuinely
that's genuinely cool stuff.
All right.
So I think I have one more question
for you as we get close to wrapping up.
So The Calabrio platform, now part
of Calabrio, the operations center,
as we've talked about it, whether
we're talking about bot quality
management, the managed services
of building the bots, how does that
compare to some of the other providers?
I know the Calabrio approach was
fairly unique, but there's, what, how
does this compare to what's available
out there from other providers?
Tariq Bethune: Yeah, absolutely.
That's a, great question.
And a lot of our customer base, especially
for the, just the operations center
side of things, come to us from, folks
who've built with, those big providers
like, like Google Dialogflow and
Microsoft PVA and Salesforce Einstein.
after that bot is all set and done,
they can see either, we've, we have
a partnership with these, platforms
where they recognize that our
analytical capabilities go Beyond
what exists on their platforms.
And so we have these, partnerships
where they recommend, our, analytical
capabilities and we recommend their bot.
capabilities.
and, a lot of the, what exists in the
market, you'll, get your out of the
box analytics and you'll get things
like your volume and your containment.
But I think it's recognized that,
Calabrio takes it, 10 steps further
with what we offer and, you get not
only those, those base metrics there,
but, but so much more that helps you.
Yes, understand your customers and
how they're using and engaging with
your bot, but also from the building
perspective, what needs to be done to,
to fix and enhance these experiences.
Dave Hoekstra: It reminds me of
back in the earlier days of contact
centers, how every provider had
these reports that you could run.
You'd click, it's a, html report.
You'd pick your little drop downs.
You click go and the columns you
got are the columns you got right?
And somebody would say, Boy, it'd sure be
great if we could add this column to it,
and they said, you can go out and buy this
really expensive reporting package that's,
attached to it, but nothing you can do.
That used to be, and then
BI was introduced, right?
And now these platforms have BI built into
it, and where it's easy to add columns and
move things around, and then The Calabrio
platform is now taking all of that data
and running really cool analytics on it
in the background and giving you, like you
said, 10 steps beyond what's out there.
So it's very reminiscent of that.
And I'm crazy excited to see what,
the Calabrio customer base and
even beyond is able to do this.
So final question, who's
the target consumer?
Of this operation center, bot quality
management, whatever we want to call it
at the moment, who's the target consumer?
Cause I imagine it extends far
beyond just the organizations
that have contact centers.
Tariq Bethune: Absolutely.
It can go way beyond that.
You may, contact centers can be
very costly to, to start and set up.
So you may take the, bot
building, route instead.
you've, got a company, we do focus
a lot on enterprise level, customer
base, but, it really comes down to
the, volume and the numbers that
you're looking at on a monthly basis.
So you may build a bot for your company
in, lieu of building a contact center.
And you might say, great, okay,
we've got this bot, but we have
no idea how it's performing.
Is there something we can plug it
into to at least start getting a
sense of what we can be improving on?
And so really to answer your question,
our, target are people who've built a bot
and don't know how it's performing and
want to plug it into the operation center
so that they can get a sense of that.
And that's strictly for the
operation center, right?
we also, if you really do want us to build
a, if if you don't have a bot and you need
help building one, we're more than happy
to be involved in that aspect as well.
So
Dave Hoekstra: basically any
organization with customers,
Tariq Bethune: any
organization with customers.
Yes,
Dave Hoekstra: there you go.
See, we just defined
the whole market, right?
That's, what's going on.
All right.
as, we get closer to wrapping up, I,
first to say, Tarek, thanks for joining.
really helps clear up a lot
of things and I'm sure a lot
of questions that people have.
I'm, I'm excited to get this
information out to the group.
what I always do with, my podcast
guests is I, Give them the final word.
So what's the, one thing you want
someone to take away from this
conversation or, make a, personal
political statement, whatever you want.
It's the floor is yours.
So go for
Tariq Bethune: it.
I'll keep it in tune of
the operation center.
I think, lastly, all I want to say
is we've got the tools, we've got
the resources for you to have a
very well versed bot, come check
it out, reach out to us and,
inquire a little bit more about it.
I was, I
Dave Hoekstra: was really hoping you
would say, building a bot is easy,
building a good bot is hard, and
analyzing that is even harder, right?
But that's, the, thing to take away is,
anybody can throw a bot on their website.
and it will, someone will click on it.
whether it's actually good or not,
remains to be seen, but how do you
analyze whether it's good or not,
and that's what Calabrio and Calabrio
are here to deliver for you guys.
alright Tarek, thank you so much
for joining, really appreciate it.
as always to everybody that's out there,
appreciate the time you spend with us.
we will, gently ease this episode
into the future, and looking forward
to the many cool things that The
Calabrio and Calabrio platforms
Joining Forces is going to deliver.
So Tarek, thanks for joining.
Tariq Bethune: Looking forward to it.
Thank you so much for having me.
Dave Hoekstra: All right, everybody.
Have a great rest of your day.
Great rest of your week.
And we'll talk to you soon on the next
episode of, Working Smarter with Calabrio.
Thanks everybody.