Meet the change agents
Check out the featured speakers at our 2017 conference.
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.
Colette Carlson is a human behavior expert and keynote speaker who inspires individuals to connect and communicate in real and relevant ways. How to create effective connections, and leverage them for greater success, is the thread that is woven into every one of Colette’s presentations.
With a Master’s Degree in Human Behavior, a fascination with communication trends, and extensive experience in the personal development industry for over 20 years, Colette knows the difference between trendy topics and timeless truths when it comes to successful business practices.
Colette is a Certified Speaking Professional (CSP), a designation held by fewer than 10% of the members belonging to the International Federation for Professional Speakers. Her articles have been featured in Success, Business Management Daily, and Working Mother magazines.
Through her real-world, highly-engaging, and laugh-out-loud funny programs, Colette teaches organizations how mindful communication creates powerful connections. Every presentation is customized and personalized, and audience members learn how to form and sustain connections that drive productivity, engagement, and collaboration. From the top leadership to the front line, it’s all about the power of connection.
Every person at every level of an organization benefits from the power of connection. Most importantly, that power begins within. The awareness and discipline of connecting with yourself first, in order to genuinely connect with others, is what Colette inspires in people everywhere.
Her clients include Boeing, Microsoft, Cisco, Pepsi, Procter & Gamble, Shell, Great Clips, Davidson Hotels, the United States Government, and numerous others.
Colette grew up in Chicago and now lives in San Diego, but she still prefers pizza over tofu.
Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences.
Ian comes to Forrester with two decades of experience as a marketer, journalist, and analyst in the software market. He has held several senior-level analyst roles in both the CRM and customer experience fields, and he most recently crafted corporate vision and messaging as the customer experience evangelist at Genesys (Daly City, California).
Ian earned a bachelor’s degree in comparative literature and sociology from Rutgers University and a master’s degree in journalism from Stanford University.
Breakout Session Speakers
With over 15 years utilizing and running call centers onshore and abroad, Alex Wozniak is the Director of Shared Services for Superior Propane. Alex joined Superior to begin the evolution of the Shared Service environment starting with implementing the Calabrio platform. His key focus areas include quality, workforce management, training, multi-channel communications and contact center reporting and analysis.
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.
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.
Boris Chaplin 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.
Brenda Peterson is the Growth & Engagement Design 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 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.
Cassy Dunn is a Business Process Improvement Manager at Paychex Inc., a recognized leader in the payroll and human resource industry serving approximately 605,000 businesses nationwide. Paychex employs over 12,000 people across the U.S. in 155 locations. Cassy is in charge of the Workforce Management and Planning Program and Workforce Management Center of Excellence which provides strategy, expertise, standards, process improvement, change management and project work for centers throughout the organization. Cassy holds degrees in Human Resources, Technology Management, Human & Computer Interaction and Project Management and is a Lean Six Sigma Blackbelt and ITIL certified.
Chad Norberg is a Manager, Calabrio Implementation Services (CIS) where he focuses on new deployments and upgrades of the Calabrio ONE suite. Prior to joining Calabrio, he worked in infrastructure supporting VMware, Linux, Windows, SQL, Oracle, SAP and other midrange technologies for an enterprise consumer products organization. He has a BA in Computer Science and Management Studies from St. Olaf College in Northfield, 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.
Craig Todd, director of solutions engineer at Calabrio, is a veteran of the business intelligence software industry, most notably working with over 700 software partners as head of pre-sales for the OEM division of Crystal Reports. Prior to joining Calabrio, he was Vice President of Customer Success at Stytch, the cloud reporting platform for Symmetrics Business Intelligence, and Worldwide Director of Presales at 90 Degree Software, a report writing technology acquired by Microsoft to enhance SQL Server Reporting Services. In addition, Craig spent several years in the CRM community, as Director of Sales Engineering with GaleForce Solutions, working with financial services industry leaders using Microsoft CRM. Craig is a respected and invited speaker at many software industry events and holds several industry accreditations.
houston methodist hospital
With more than 10 years of contact center experience, and more than 7 years in the healthcare field using Calabrio, Daniel leads the call center support team at Houston Methodist Hospital. With the knowledge acquired as a call center agent, all the way up to management positions, he is responsible for providing recommendations, and setting best practices for small offices with simple IVR menus, as well as setting up complex call centers company-wide.
bank of the west
David Pritchard leads the Workforce Management team for Bank of the West, with 350 employees in two sites and 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, expanded hours of operation, increased 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’ experience managing change within contact centers, and is excited to see how Calabrio WFM enhancements can inspire further change for the bank.
Ellen Hatton is an operational risk professional with 8 years of experience in the highly-regulated Financial Services space. Ellen has a broad risk management background, including policy and procedural oversight, control design and implementation, risk assessment, and quality control. Ellen is currently focused on managing operational controls and contact center quality at J.D. Byrider.
Jaslyne Halter is a Contact Center Analyst focusing on workforce management at Erie Insurance. Jaslyne currently assists with real-time coordination and analysis for various centers across the Erie enterprise, with a majority of her time spent focused on the First Notice of Loss group. She holds diverse experience in the customer service and security industries. Jaslyne has been with Erie Insurance for two years and has held prior roles with Disney. Jaslyne holds a B.S. in Intelligence Studies and will finish her M.S. in Information Technology and Data Analytics at the end of this year.
univ. of louisville physicians
Joshua Montemayor is a quality and workforce management analyst at the University of Louisville Physicians Group. Joshua holds diverse experience in contact center initiatives both in and outside of the healthcare market. Joshua currently aids Provider Clinics, along with the IT team, in rolling out new phone tree options and transitioning to a Cisco environment while also supporting a team of centralized agents as they take over appointment scheduling calls for clinics. He has held past positions with Humana Government Business as a workforce management analyst with the Tricare contract with Avaya, Aspect, and Nice applications, and the Nielsen Company (Nielsen TV Ratings), where he worked as the scheduling leader for a multi-location call center dealing predominantly in outbound survey calls.
grand canyon university
Josie Trimnal is an Operations Quality Analyst at Grand Canyon University with 8 years of experience in higher education. Her current focus is the administration of and engagement with Calabrio solutions throughout her organization. Josie’s effective communication and leadership skills have been fundamental to improving and implementing changes to organizational processes and goals within various departments. Her knowledge and expertise have allowed her to successfully expand the understanding and use of Quality Management to create organizational success.
Judy Owad, Project Lead, Information Systems, has worked in the IT department at Superior Propane managing the call center and telephony environment for over 15 years. She was the project lead in the implementation of the Calabrio ONE suite in 2016. Judy manages both Calabrio ONE and the Avaya platform. In her leisure time, Judy enjoys spending time with the dogs and riding her horses.
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.
Kim Guzman is a Quality Assurance Analyst at Sutter Health Palo Alto Medical Foundation with over 10 years of Contact Center leadership and training experience. She began her career as a Contact Center Operator, and worked her way up to her role as QA Analyst/Trainer for the Contact Centers. Kim takes pride in making learning engaging and fun for new hires. She uses her effective training skills to implement, improve and reinforce what she has taught staff to ensure their success. She is responsible for successfully launching the current QA program within her company’s six Contact Centers.
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.
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.
grand canyon university
Mark Silva is a Data Analyst in the Quality Assurance department at Grand Canyon University. He has 10 years of experience in Higher Education and more than 15 years working in analytics. Mark has successfully built and implemented a platform for the Quality Assurance department with Calabrio ONE as its foundation. This platform has been instrumental in department’s growth from 1,000 calls scored monthly to nearly 5,000 scored in an effective and efficient manner. Calabrio allows Mark to capture, extract and analyze any and all data needed which is key to his success in creating informative reports that are viewed throughout the organization.
Passionate about the customers’ experience, Mary LaFosse brings over 18 years of contact center operational experience to Calabrio as a Contact Center Speech Analyst. Mary has cultivated expertise across all functions of operations, emerging as a seasoned subject matter expert with experience garnered from first-hand experience in the contact center. Mary has a penchant for illuminating the story behind big data, enabling her to facilitate change management within two well-renowned Fortune 500 companies. She is passionate about 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 customer experience and ease of doing business. Mary holds the Contact Centre Operations Manager (CCOM) certification and a Bachelor’s in Business Management.
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.
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 Stockford is the President and Chief Analyst at Saddletree Research, a veteran-owned business based in Scottsdale, Arizona. An industry analyst for more than 20 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 Middle Tennessee State University (MTSU). He also serves as research director for the NACC where he is directly involved in research activities on behalf of the NACC membership.
Raymon Bickell, Workforce Management Coordinator at Consumer Cellular, has worked in a call center environment for 16 years. He started at the CSR level and worked in many different departments before finding his niche in Workforce Management. Raymon manages a team of 3 WFM Coordinators in maintaining scheduling and finding a proactive approach to staffing needs on a daily basis by building a reporting structure through spreadsheets with using Visual Basic Application for the coding. In the past 16 years, he has worked in the learning and development departments and in a floor support role. During this time, Raymon found ways to enhance the customer experience while balancing the employees’ needs with company needs.
In his spare time, Raymon is heavily evolved in his community. He teaches K-5th grade at his local church and volunteers at two high schools in their theater department. He spends most of his time building the minds and values of the future workforce.
Richard McElroy, managing director of Calabrio’s Vancouver-based Center of Excellence for customer and employee engagement, brings 20 years of high tech and Business Intelligence software industry experience. Prior to joining Calabrio, he played a leading role at Symmetrics in spearheading the company’s significant revenue, customer base, channel and vendor partner growth along with setting and executing on the company’s overall product, sales and marketing strategies. As an experienced, hands-on senior leader, Richard is instrumental in the evolving development and marketing of Calabrio Advanced Reporting, a multi-tiered contact center performance management application which delivers data integration, reporting, analytics and information management.
Before joining Symmetrics, Richard served as Vice President of Sales and Marketing of Enterpol Inc., a software and services company serving the Law Enforcement/Public Safety market, and sister company Enter Infosystems, a technology consulting and services company serving the enterprise market. He played a key role in the company’s unprecedented revenue growth, customer installed base expansion and international business development, eventually positioning Enterpol for acquisition in 2000. With a range of other senior and strategic positions held throughout his career, Richard brings to Calabrio a wealth of knowledge and great strength in building teams, driving organizational vision and growth, and catalyzing business success.
A graduate of Wilfrid Laurier University School of Business and Economics in Waterloo, Ontario, Richard holds a Honours Bachelor’s degree in Business Administration.
Rick Merson is the US & Nearshore Operations Director for Atento, a global CRM BPO provider with over 150k employees in 14 countries and $2.0B revenues. Atento outsources end-to-end processes for Fortune 200 companies in most industries, providing innovative and high-quality customer experience solutions across multiple touch points, including digital channels. Rick is a former Accenture partner and his background includes senior consulting, operations and outsourcing leadership roles at Verizon Wireless, AT&T Wireless, and American Express. Rick’s articles on industry topics have been published in Call Center IQ, Tech Target, destination CRM and ICMI.
san antonio water system
Robert Vasquez is a success-oriented, tenacious, and highly energetic leader, acknowledged for the ability to provide superior customer service, motivate and direct teams, build and sustain relationships. He consistently provides high levels of results to executive level decision makers. He is a process improvement champion and efficiency expert. With over 20 years of operational management experience, Robert joined San Antonio Water System (SAWS) in 2015 as a Manger in the contact center.
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 2014, and currently oversees the customer service operations in multiple locations. As a call center professional with over 12 years of experience, Shazila is passionate about customers and developing employees to drive quality, efficiency and productivity. She has worked in BPO call centers as well as internal call centers where she has led special projects such as piloting new systems, deploying software implementations and developing new processes.