Check out the featured speakers from our 2016 conference. More details on next year’s speakers to come!
Tom Goodmanson, President and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences.
Matt Matsui, Senior Vice President of Products, Markets, & Organizational Strategy at Calabrio, oversees company-wide go-to-market efforts. Matt joined Calabrio with more than 25 years of experience leading product and marketing organizations for a broad range of companies, including ACNielsen, Cognos, Fair Isaac and numerous early stage analytics firms. Through this experience, Matt has developed a keen sense for growing markets with a heavy emphasis on big data and business analytics.
Guy Winch is a clinical psychologist, author, TED and keynote speaker. He received his Ph.D. in Clinical Psychology from New York University and completed several years of post-doctoral work. His first book,The Squeaky Wheel (Walker and Company, 2011)--a science-based examination of complaining psychology and customer service–has been translated into 8 languages. His most recent book, Emotional First Aid (Plume, 2014), has been translated into 19 languages and his viral TED Talk based on the book has been viewed over 3.5 million times and is rated as the 5th most inspiring TED Talk of all time on TED.com. Dr. Winch is a go-to expert for national and international media outlets and has been featured on morning TV shows, The New York Times, Time, CNN, Forbes, Fortune, Fast Company, Ink, Entrepreneur, Salon, New York Magazine, Reader’s Digest, and many others. Dr. Winch also writes The Squeaky Wheel Blog for Psychology Today. He lives and practices in New York City.
Breakout Session Speakers
northwestern memorial healthcare
Arthur Osmelak is a Quality, Training, and Workforce Optimization Manager at Northwestern Medicine with over 10 years of healthcare leadership experience. Arthur is a performance operations professional with extensive experience planning, developing and implementing quality, training, and workforce initiatives in newly integrated contact centers. Arthur is a proven leader in achieving operational effectiveness and staff retention in an ever-changing healthcare field.
Austin Messer is a Product Manager at Calabrio focusing on the Calabrio One Platform. Austin has over 15 years telecommunications and networking experience, including architectural design and implementation of multiple Unified Communications and Contact Center vendors. Austin specializes in Platform Integrations as well as furthering Calabrio’s strategy around advancing data and media capture techniques. Austin has many years of experience with Calabrio’s Quality Management experience both from a design and implementation standpoint as well as Product Management position.
Barb Neumann is part of the core team that has been delivering and managing the State of Minnesota’s VoIP infrastructure and services since 2003, with a focus on applications and service delivery. The VoIP services are used by many branches and levels of government statewide, including state agencies and offices, counties and educational institutions. The State’s system has over 30,000 phones at 300 locations, and over 70 contact centers with 2,500 contact center agents. The Calabrio footprint covers over 1,500 QM and 400 Workforce Management seats. The State first deployed Calabrio software five years ago, and since that time, the use of Calabrio products has grown steadily as government organizations see the value to be gained from them.
Barb has worked in voice services with the State of Minnesota and at a telephone company. Her 38-year career includes customer service, sales, marketing, project management, service development and voice applications.
Belinda Eastlack is a Salon Support and Service Desk Manager at Regis Corporation and has over 8 years of experience translating data into action plans that drive change and innovation through cross-functional teams. She is a support leader with broad team building and change management experience. Belinda is a proven leader in cultivating strong partnerships across business groups to create a holistic approach to support improvements and training, leading to better end user experience.
grand canyon university
Beth Bax is a Quality Assurance Professional with 13 years of experience in Higher Education. With a keen focus on enabling communication and engagement between all departments and stakeholders, Beth uses effective leadership skills to implement and improve workforce management through systems and policy development. Her knowledge and expertise has allowed her to successfully facilitate change and improve quality procedures by sharing her passion for organizational success.
Bob Caston, Senior Client Services Consultant at Calabrio, draws upon over 20 years of experience within the contact center industry with a focus on Workforce Management best practices and strategy. Caston works with Calabrio customers to help them leverage their existing functionalities to optimize their contact centers and maximize customer satisfaction levels.
Boris is a Product Manager for Calabrio Analytics. Boris has 10+ years of experience in delivering best in class cloud based applications. Boris has built his skills through working with travel management, innovative marketing and logistics companies helping global teams drive the product from inception to delivery and market launch. Boris is passionate about product innovation and is working to accelerate the growth of Analytics product.
With over 15 years in the industry, Brad Snedeker has extensive knowledge of the contact center space. As Calabrio’s Director of Innovation, he ensures that customers have access to the best training available for Calabrio products. He works directly with users to develop new and innovative techniques to implement Workforce Optimization best practices. Workforce Management has been Brad’s primary focus for over 7 years.
Brady Haggstrom is a Senior Product Marketing Specialist at Calabrio, with a focus in the Analytics platform. In his role, he works to deeply understand problems within the market and the challenges customers face. He has a background in product marketing with enterprise-level B2B software companies, focusing on helping bring new products to market, amplifying brand awareness, and driving growth for businesses.
Brenda Peterson is the Learning Center Manager and has over 15 years of experience in training, instructional design and eLearning. Brenda has created and managed technical training programs in industries including technology consulting, healthcare, insurance, finance, retail and non-profits. Brenda has a Master’s Degree in Adult Education and Distance Education and experience supporting contact centers.
Brian Harris is responsible for the Customer Experience Solutions organization, an essential part of Carousel’s customer-centric methodology. With over 18 years of sales leadership experience in the customer experience space and expertise in multiple contact center platforms to include, both premise and cloud solutions, he is well-positioned to grow the overall contact center revenue and expand the Customer Experience Solutions teams. Since joining in early 2016, his ability to communicate with C-Level executives down through engineers and IT administrators has helped to better position and articulate the value Carousel brings to this space. Before Carousel, Brian was VP and GM for VortalSoft – a platinum partner of Aspect Software and Genesys and prior to that, led International sales growth for Noble Systems.
Brian Henson brings over 20 years of experience within the contact center industry, spanning from end user to consultant. Henson is currently a Product Manager at Calabrio, guiding products to market and interacting with business and technical users daily.
Specializing in improving the call center process, Henson delivers a dynamic perspective that focuses across workforce management, quality management, call recording, and analytics platforms.
Brian Humenansky, Senior Vice President of Product Development for Calabrio, has more than 25 years of experience in enterprise software engineering and management. He has led teams and initiatives around new development methodologies, quality strategies, globalization and business intelligence (BI) development. Before joining Calabrio, Brian held positions as Global Director and Vice President of Product Development at Lawson Software, where he was responsible for global development activities for the Lawson Business Intelligence product line and Software as a Service (SaaS) offerings. Prior to Lawson, Brian was Global Director of Software Development for Cognos Corporation, where he led software development for the performance management division, with global responsibilities for development, product direction and strategy. Brian also has extensive experience in innovation patents, technology integration through mergers and acquisitions, and offshore strategies. Brian has a B.A. degree in Computer Science with a Minor in Mathematics from Augsburg College in Minneapolis, Minnesota.
Corey Peoples is a Level 4 Support Engineer with Calabrio Support Services. He has been with the company since the beginning of 2012 and specializes in Quality Management. His previous work has included everything from server installation and systems maintenance to contact center agent and supervisory positions, which allows him to see the user’s perspectives. Corey’s recent projects have been to improve the training for customers and engineers, help customize reports for customers, and develop new lab resources for the support engineers.
Daniel Acosta leads the Workforce Management Team at VITAS Healthcare. Along with 3 intraday coordinators, his team oversees over 400 agents across 6 different locations, 3 time zones, and many different hours of operation. Calabrio plays a big role in day to day operations, helping the management teams maintain good performance standards, and of course, a high level of customer service for the patients and families they serve.
Calabrio WFM/QM has been part of the contact centers at VITAS since their 8.2 Version and currently are using 9.5 SR3. Because of Calabrio, they have been able to better evaluate agents performance, identify areas of improvement, and set new standards for the teams.
bank of the west
David Pritchard leads the Workforce Management team for Bank of the West, with close to 400 employees over two sites and also working from home. Bank of the West switched to Calabrio WFM in April 2012, and Calabrio has helped the team manage through a period of great change: expanded customer contact channels, customer segmentation, agents working from home, variable schedules, multi-skilled agent queues and more.
Dave graduated from the University of Nottingham with a bachelor’s degree in Economics, subsequently working as a financial advisor for HSBC Bank. Since moving to the US, Dave has 13 years of experience managing change within contact centers and is excited to see how Calabrio WFM enhancements can inspire further change for the Bank.
Frank Neubecker is a Senior Implementation Engineer and Architect at Calabrio. Frank has been at Calabrio for over 10 years specializing in Quality Management and Analytics. In his role at Calabrio, Frank helps sales with system designs, integrates with new technologies, and provides consultation to customers who want to improve their usage of Calabrio products. Frank specializes in API integration questions and customized design solutions.
With over 10 years of industry experience in IT system operations, Isaak Shaqalle focuses on building, maintaining, and supporting Calabrio’s demo system and Innovation Center infrastructure. Isaak also brings his technical knowledge to many proof of concept initiatives for Calabrio Analytics. Prior to joining Calabrio’s Innovation Center, Isaak was a key Engineer with Calabrio Support Services. His previous experience in operations support provides him with a unique perspective on actual system operations concerns, needs, and solutions. Isaak holds a Management Information Systems B.B.A from the University of Minnesota-Duluth.
tiffany & co.
Jami Blake, Director, Voice of Customer & Change Management, Tiffany & Co. is a business disrupter and an agent of change. Her background is rooted in training and organizational effectiveness. She has nearly 20 years of experience, spanning globally recognized brands in the industrial/manufacturing, telecommunication and luxury retail verticals. She applies advanced academic theory into practical skills that create her action-oriented, results-driven leadership style. Jami cultivates a climate of synergy; her track record shows repeated success of implementing change and evolving teams to stay in front of the curve. She is strategic in her approach and emphasizes the importance of being ahead of customer demands in order to remain competitive.
Jami is classically educated in the Communication and Organizational Development fields of study with educational credentials that include:
- BS in Communication Studies with addition concentration in psychology, Old Dominion University
- MA in Communication, Organizational Development, West Chester University
- Certified Facilitator “7 Habits of Highly Effective People”
- Certified Inside-Out Coach
- Certified Coach, New York University
- Certified in (MBTI) Meyer-Briggs Type Indicator
- Certified Facilitator “Speed of Trust”
- Certified Prosci Change Manager
Jarrod Knopfel is the Senior Manager of Workforce Management at eHealth. He is responsible for all WFM activities at eHealth including forecasting, scheduling, reporting, and provides counsel and input for call routing decisions and capacity planning.
Jarrod has been in the call center space for over 20 years with 13 years of workforce planning experience. He and his team have been Calabrio users since version 8.6 in 2011 and have successfully implemented a variety of new features in the contact center as the product has added functionality.
Jarrod has attended each annual Calabrio event since 2012, but this is his first time as a participant in a session.
Jeff House is part of the core team that has been delivering and managing the State of Minnesota’s VoIP infrastructure and services since 2003, with a focus on infrastructure and design. The VoIP services are used by many branches and levels of government statewide, including state agencies and offices, counties and educational institutions. The State’s system has over 30,000 phones at 300 locations, and over 70 contact centers with 2,500 contact center agents. The Calabrio footprint covers over 1,500 QM and 400 Workforce Management seats. The State first deployed Calabrio software five years ago, and since that time, the use of Calabrio products has grown steadily as government organizations see the value to be gained from them.
Jeff has a B.S. in computer science and an M.S. in telecommunications, and has worked designing and supporting servers, networks and telecommunications for the State for 22 years.
desert schools federal credit union
Jim Lavery is the Vice President of Contact Centers and Credit Services for the Desert Schools Federal Credit Union, based in Phoenix, Arizona. He has been actively engaged in the contact centers and customer service industry for more than twenty years across multiple industries, including software development, telecommunications, airlines and financial services. He holds a Bachelor’s of Science degree from San Jose State University, with an emphasis in Business Management and a minor in Economics.
Joel White is the Scheduling Manager for the U-Haul Contact Center. Joel is responsible for developing strategies for forecasting and scheduling, as well as managing the oversight of attendance and compliance. Joel’s team is comprised of three scheduling analysts and five attendance/compliance coordinators who provide services for 2,500+ agents across 13 individual work groups. 90% of the agents being scheduled work from home in all time zones across the United States, with agents also located in the Province of Quebec, Canada. In addition to his scheduling and compliance responsibilities, Joel also represents the contact center related to all employment decisions. Joel has been a member of the U-Haul Team since 2010. In addition to U-Haul, Joel has 10 years of contact center experience, including both sales and workforce planning for several major retailers.
John Eisele is a Manager, Strategic Initiatives at Calabrio. In his role, he manages programs and relationships necessary to ensure achievement of strategic goals and objectives. John develops and implements go-to-market strategies with key business partners. He has spent his career promoting and evangelizing events, products and services. John holds a BS from the University of Wisconsin-Platteville.
Kathie “Kat” Worman has been working in the contact center industry longer than she cares to admit! With more than 20 years of experience, Kat has held numerous contact center positions including management, data analysis, strategic operations, and service level planning. Prior to joining Calabrio, Kat was a Principal Consultant specializing in the implementation of process and applications within the contact center. She has provided consulting services to Fortune 500 companies throughout North America, Europe and Australia. Kat specializes in partnering with key stakeholders and workforce planning teams to deliver unique solutions to contact center challenges.
vantage west credit union
Kate Gosewisch, Senior Technical Support Specialist, has worked in the financial industry for the past 9 years, 7 of which in IT. She is currently pursuing a master’s degree in Information Technology Telecommunications Management. Kate is the sole system administrator of the Vantage West Credit Union phone system, maintaining over 20 servers, 560 phones and almost 400 end user voicemail boxes. She expertly administers 4 contact centers with 110 agents.
Kate was charged with administration of Calabrio immediately upon integration by Vantage West 5 years ago. Kate has since implemented Calabrio for 3 new contact centers. She has also organized and seen through 3 Calabrio upgrades since it’s origination within the credit union. As the administrator for the system, Kate works with multiple departments which have many different expectations of the Calabrio software putting her at the center of many viewpoints.
Kathleen Johnson is part of the core team that has been delivering and managing the State of Minnesota’s VoIP infrastructure and services since 2003, with a focus on service management and financials. The VoIP services are used by many branches and levels of government statewide, including state agencies and offices, counties and educational institutions. The State’s system has over 30,000 phones at 300 locations, and over 70 contact centers with 2,500 contact center agents. The Calabrio footprint covers over 1,500 QM and 400 Workforce Management seats. The State first deployed Calabrio software five years ago, and since that time, the use of Calabrio products has grown steadily as government organizations see the value to be gained from them.
Kathleen has over 47 years of technical, financial and management experience in the telecommunications and computing fields, in both industry and government.
Margaret Potter is a Data Scientist at Calabrio where she focuses on applying analytics to the WFM space. Margaret has been at Calabrio for 3 years and has a Master’s Degree in Applied Mathematics.
With over 20 years of experience in business and education, Mark Egge has extensive knowledge of organizational behavior and management. As a Contact Center Speech Analyst, Mark provides clients with Calabrio Analytics expertise and guidance as well as tailored consulting services across the entire Calabrio WFO Suite.
Mark’s passion is empowering others to perform their jobs more effectively which ultimately leads to improved processes and performance within client organizations. Mark has been with Calabrio for over 3 years and holds an MBA from Concordia University.
Mark Jenkins has over 25 years of experience helping customers get the best value out of their technology investments. He has trained users around the world on everything from smartcards to mobile data solutions to, of course, workforce optimization. Mark has trained customers on all of Calabrio’s products and platforms. Mark takes pride in building a training team that is both engaging and expert in the products we sell.
Martin Hoff is a Product Marketing Manager and has over 15 years of experience in Product Marketing. He is a marketing professional with extensive B2C and B2B experience developing and implementing marketing plans and strategies. Martin is a proven leader in bringing new products and services to market, increasing market share, and improving quality and effectiveness of communications and training materials.
From custom reporting to data visualization, Mary Moilanen’s work as a Business Intelligence Analyst helps users transform data into actionable insights. She takes pride in creating solutions that enable users to quickly and easily find value in their data, regardless of their level of analytical expertise.
With a previous career in Actuarial Science, Mary is comfortable working at the intersection of business and technical users, and enjoys finding ways to satisfy the needs of different audiences. She looks forward to sharing her knowledge to empower Calabrio’s users to discover what their data is telling them.
Passionate about the customers’ experience, Mary Rogers brings over 18 years of contact center operational experience to Calabrio as a Contact Center Speech Analyst. Mary began her contact center career sitting in the agent seat during the earlier years of the industry. Over the next two decades, Mary cultivated her expertise across all functions of operations, emerging as a seasoned subject matter expert – contributing the value of a holistic portfolio of operational & industry knowledge that she garnered from first-hand experience and best practices networking.
Mary has a penchant for illuminating the story behind big data, enabling her to facilitate change management within two well-renowned fortune 500 companies. With energetic ambition, Mary’s aptitude is around challenging people to think differently about business processes – encouraging leadership to reconsider the purpose and function of service centers from the outside-in as they relate to the customers’ experience and ease of doing business. Mary holds the Contact Center Operations Manager (CCOM) certification and a Bachelor’s in Business Management.
Mayur Anadkat is the Vice President of Product Marketing at Five9 where his responsibilities include driving ongoing market assessment, positioning the solution, and creating business development initiatives in the contact center market. He has more than 15 years of experience in the contact center industry working in a variety of strategic marketing roles. Prior to Five9, Mayur worked at Genesys, Avaya, and Hyperion, in various product and solutions marketing roles. Mayur specializes in technology marketing, brand and product messaging, and competitive analysis for the enterprise software industry.
Michael Bailey is a Technical Training Specialist with over six years of contact center experience. He started with Calabrio as a Support Engineer for QM before moving to the Training team in 2015. Michael has worked as everything from an agent to a contact center manager in his previous stints at two Fortune 50 companies. He enjoys consulting with customers on WFM to find new ways to streamline contact center operations.
Mynhardt Kitshoff is the IP Contact Centre Subject Matter Expert, as well as one of the Global Voice Architects, for the global Maersk Group. Maersk has more than 50.000 users in 250 locations globally on the Cisco UC platform and has recently started rolling out Calabrio QM to almost 3,000 agents in 100 locations around the globe. Maersk also uses the Calabrio WFM solution for 450 users across multiple locations in North America. The Calabrio QM roll out is an interesting challenge for Maersk due to the global spread of agents, government regulatory restrictions and worker’s council limitations in some countries, as well as network & IT maturity in some key locations.
Mynhardt graduated from the University of Stellenbosch in South Africa with a BComm degree and started working with the Cisco UC platform in 2001. After working in Germany for 5 years with the Cisco Contact Centre platform, and more recently in the UK, Mynhardt has had 16 years’ experience working with the Cisco UC platform and 6 years’ experience with the various Calabrio solutions.
Nick Aspenwall is a Senior Implementation Engineer concentrating in the design, testing, and implementation of Calabrio’s Workforce Management application. He started at Calabrio in November 2011 in Support Services and moved to Implementation in August of 2013. Nick also works with new and existing customers to review their Workforce environment and provide insight as to how best to utilize Calabrio’s WFM solution.
Paul Hannan is an instructional designer at Calabrio, where he focuses on creating easily consumable digital content for customers. Paul is devoted to giving customers the ability to help themselves in their moment of need. Prior to Calabrio, Paul was a Manager of Academic Quality Assurance with an ED Tech startup using technology to reach students and break down barriers of traditional higher education degrees.
Paul Stockford is the President and Chief Analyst at Saddletree Research, a veteran-owned business based in Scottsdale, Arizona. An industry analyst for the past 27 years, Paul has also done contact center research and analysis at Cahners In-Stat Group, Vanguard Communications and Dataquest.
Paul is currently a member of the board of directors at the National Association of Call Centers (NACC), a 501(c)(6) not-for-profit industry organization based at The University of Southern Mississippi. He also serves as research director for the NACC where he is directly involved in research activities on behalf of the NACC membership.
Rachel Auer is a Product Marketing Specialist at Calabrio, with a focus on Calabrio’s Workforce Management product. In her role, she develops product messaging as well as a large focus on enabling the organization with content and training. Rachel has prior experience in product marketing roles at an enterprise B2B cloud software company.
Rafael Lopez is a manager in Calabrio Support Services with over 10 years in the IT industry. As a consistent leader with a reputation for placing customers first, he ensures customer success by focusing both on reactive support and proactive services to enable the customer to successfully maintain their Workforce Optimization solutions and achieve targeted business benefits. Rafael has a BA in IT Management from Rasmussen College and is currently attending Capella University to obtain an MBA in IT Management. He also served our country in the military for 7 years, including 2 tours to Iraq.
Ryan Bradley is the Director of the Center of Excellence at Erie Insurance. He oversees the Business Intelligence, Workforce Management and Quality Assurance Teams at Erie. Ryan joined Erie in early 2015. In his 20 months of leadership at Erie Insurance, he has deployed Calabrio’s full suite of services in their major contact centers. Prior to joining Erie Insurance, Ryan worked at Farmers Insurance for almost 15 years. He has held senior leadership roles in contact centers, claims, finance and analytics throughout his twenty-year career. He graduated from Ohio Wesleyan with a BA in History and later earned his MBA in Finance from Oklahoma City University.
accc insurance company
Shazila Naseer is the Director of Customer Service at ACCC Insurance Company. She joined ACCC Insurance Company in 2013, and currently oversees the customer service operations in multiple locations. Shazila is a Call Center professional with over eleven years of experience. She is passionate in performance management and driving quality control metrics towards higher efficiency and productivity. She has worked in BPO call centers as well as internal call centers where she has led special projects within the call centers to pilot new systems, various implementations, and process development. She has kept customer focus and employee development high on her priority list in her roles as a call center Supervisor, Operations Manager, and now in her current role as Customer Service Director.
Improving the customer experience is the driving force in all her efforts. By implementing creative solutions and quality guidelines, she encourages her team to create positive interactions with every customer.
Coaching and development of all levels of staff is a challenge Ms. Naseer thrives off of. She teaches her staff techniques to improve KPIs, identifying trends and behaviors, and most importantly, overcoming obstacles. She has adapted many different styles of development and management to build strong teams in every role.
She believes in constant growth and development and she continues to learn new ways to obtain optimal performance in the Call Center industry.
Steve Schlegel is an instructional designer at Calabrio, where he is responsible for Learning Managment Systems administration as well as online curriculum development. He has a passion for sharing information in a streamlined fashion. With over 20 years of experience in various training roles, Steve is always taking in the world from a learner’s perspective.
With a Master’s in Education and 22+ years of experience in the Contact Center industry, Tim Ling brings a unique set of skills to the Calabrio Training Team. As a Technical Training Specialist, he combines his breadth of knowledge with a passion for learning, thus giving our C3 attendees the learning experience they have come to expect.
As a Technical Trainer with over a dozen years of experience in training users around the globe, Tom Schreiner enjoys helping customers discover the various aspects of Quality Management. Having joined Calabrio in 2015, Tom has since trained well over 100 companies on QM administrative and user courses. The most satisfying part about training new people according to Tom is hearing their excitement in working with the Calabrio system for the first time.