Breakout Sessions

Pacific Life Identifies Opportunities for Call Efficiency Enhancements with Calabrio Analytics

In this Contact Center Spotlight session presented by Pacific Life, Knowledge Management and Data Analytics Manager Ryan Dicecca and Service Platform Transformation Analyst Matt White will share how Calabrio speech analytics has allowed them to identify opportunities for efficiency improvements in nearly all of their 700,000+ annual calls. They will dive into how they have used key phrases to narrow in on redundancies and inefficiencies in call scripts and how they plan to implement changes with the goal of reducing their average handle time.

Speakers: Ryan Dicecca, Pacific Life, Matt White, Pacific Life
Expertise Level: All

MATT WHITE

Service Platform Transformation Analyst, Pacific Life

Matt White, service platform transformation analyst, has worked at Pacific Life since 2014 and began his career in customer service. Matt, in conjunction with project management experience, has leveraged his product and industry expertise to drive key strategic initiatives for his division. Those initiatives include the integration of Salesforce, Amazon Connect, as well as Calabrio to help transform the service center at Pacific Life and establish a cadence of continuous innovation.

Thinking Outside the Box with Calabrio ONE

In this session Solution Architect Nate Isham and Product Marketing Manager Tammy Marinac will provide examples of the innovative ways in which Calabrio ONE can being used to create unexpected but useful contact center tools. We’ll go beyond the standard use cases of first call resolution, quality analytics, workforce engagement and customer satisfaction and instead highlight the less common and more creative things Calabrio ONE can do. Examples will include integrating Calabrio ONE with Jabber, embedding Amazon Connect phones into the Calabrio ONE homepage dashboard and more. Watch for the opportunity to submit your out-of-the-box ideas before attending the session!

Speakers: Nate Isham, Calabrio, Tammy Marinac, Calabrio
Expertise Level: Beginner, Intermediate, Advanced

Putting Calabrio APIs to Work

One way to make Calabrio ONE more personalized to your business is through API integrations. Join Peter Jarosak, lead implementation developer, and Nate Isham, solution architect, for this in-depth technical session, in which they’ll demonstrate the data and integrations that can be brought into Calabrio using APIs available today. They’ll show examples such as GIS integrations from a CRM such as Salesforce, importing text for analytics for evaluations, user synchronization and more. They’ll discuss pitfalls to avoid and the basic requirements for each API. If you’re in a technical or IT role and want to return to work with ideas on how to make Calabrio ONE smarter and more personalized, this is the session to attend!

Speakers: Peter Jarosak, Calabrio, Nate Isham, Calabrio
Expertise Level: Intermediate, Advanced

DENA BALABAS

Senior Director, Professional Services, Calabrio

As Senior Director of Professional Services, Dena leads the implementation arm of Calabrio for the Americas. She joined the Calabrio team with a focus on leading our customers and partners to success with ‘Business First’ project delivery, using an enterprise quality methodology, a consultative best practice approach, and providing the ability to customize solutions to achieve customer goals. She brings over 18 years of experience leading professional services teams, with a specific focus in Enterprise Contact Center and Unified Communications software deployments. Dena has built services teams from the ground up in a rapid growth startup company, as well as managing and growing a large scale delivery organization for a Fortune 150 company.

ROBERT BERGMAN

Product Owner, Calabrio

Robert Bergman is a product owner at Teleopti, a Calabrio company, in Stockholm. His main responsibility is to plan and prioritize the work of several R&D teams, understand the customer needs and ensure an implementation that brings customers value. Before joining Teleopti in 2017, Robert had 10+ years’ experience as a workforce manager at a business process outsourcer, gaining hands-on experience in the challenges of a contact center.

Performance Management & Adherence

In the contact center, we often set a goal with outcomes of pass or fail, with the focus on whether the agent met or not meet the performance indicator. The modern contact center evaluates performance with metrics that encourage good behavior and maximize productive time. Performance management coupled with employee engagement gives your agents the wiggle room to make good judgments when determining how they should manage their performance. Hear from Jes Harris, customer support manager at Hulu, Gina Cates, flex and workforce manager for Exact Sciences, Gloria San Miguel, workforce specialist at Behr Paint Company and Workforce Management VP Kimberley MacKinnon from Support Services Group, as they talk about successful strategies they have used in their contact centers to empower agents while still getting a meaningful assessment of how the center is performing.

Speakers: Kat Worman, Calabrio, Jessica Harris, Hulu, Gina Cates, Exact Sciences, Gloria San Migel, Behr Paint Company, Kim MacKinnon, Support Services Group
Expertise Level: All

Making the Move to the Cloud

Cloud adoption is rapidly accelerating. As companies search for accessibility, scalability and flexibility, the cloud has proven to be an effective delivery model. In this session, moderated by Product Marketing Manager Terri Kocon, Product Manager Chad Norberg will be joined by Rackspace, GE Appliances and Delta Air Lines to tackle questions around moving to the cloud, the benefits of making the switch and the scenarios to consider if you’re preparing for a move.

Speakers: Terri Kocon, Calabrio, Chad Norberg, Calabrio, Chris West, Rackspace, Paul Grubic, GE Appliances, Dan Kaczynski, Delta Air Lines
Expertise Level: All

Intraday Scheduling

Join this popular session to hear lively discussion around intraday scheduling! Moderated by WFM Expert Kat Worman, this session will dive into all things intraday including why it’s so important to help you respond flexibly to changing customer and agent behavior in your center, dos and don’ts, key skills and essential characteristics for successful intraday managers. Kat will be joined by Crysta Moretto, workforce analyst from Superior Propane, Jim Burdick, Customer Care workforce manager for Priority Health and Travis Desjardins, WFM manager for Shopify, who will share their expertise around Intraday Scheduling.

Speakers: Kat Worman, Calabrio, Travis Desjardins, Calabrio, Crysta Moretto, Superior Propane, Jim Burdick, Priority Health
Expertise Level: All

45 Ideas in 45 Minutes: Tips & Techniques for the Contact Center & Beyond

Join us for this fast-paced session, moderated by WFM Expert Kat Worman. Four Calabrio customers will be given one minute to share a quick tip or a word of advice. As soon the buzzer goes off, it’s off to the next speaker! These customers will keep going and share their fresh ideas and advice related to the contact center, your career and beyond! This session is product and role agnostic – so come one, come all!

Speaker: Kat Worman, Calabrio, Arthur Osmelak, Northwestern Medicine
Expertise Level: All

CentraCare Brings the WOW Factor to their Quality Program

In this Contact Center Spotlight session, you’ll meet contact center leaders of operations and triage at CentraCare, a Minnesota-based health system. QA & Training Analyst Kristin Suggs and Manager of Triage Allyson Mezera, RN, will share how they’ve moved away from percentage-based forms and are instead using points-based forms in their WOW Factor program, which focuses on patient experience. They’ll also discuss the importance of calibration within both the leadership team and agents as well as the importance of allowing agents to self-review calls.

Speaker: Kristin Suggs, CentraCare, Ally Mezera, CentraCare
Expertise Level: All

PAUL GRUBIC

Director, Quality/ Training/ Workforce Management, GE Appliances, a Haier company

Paul Grubic is the director of Quality, Training, and Workforce Management at GE Appliances, a Haier company. He has more than 15 years of experience in business management, development, IT, and finance, including roles as a corporate controller at KL Energy Corporation and as director of Finance & Estimations at Schad Companies. Paul is Green Belt DMAIC Six Sigma Certified and lives in Rapid City, South Dakota.

KRISTIN SUGGS

Quality Assurance & Training Analyst, CentraCare Health

Kristin has been a quality assurance and training analyst with CentraCare Health for over 2 years. She focuses on the day-to-day operations for the 24/7 patient scheduling, nurse triage and telemedicine contact center in which more than 50% of the staff works from home. Kristin is the administrator for Calabrio WFM for the organization, spending a lot of time scheduling, forecasting and analyzing data. Kristin strives to put best quality metrics in place to meet and exceed the needs of their patients.

JES HARRIS

Manager, Viewer Experience Operations Center, Customer Support, Hulu

Jes Harris is a seasoned workforce leader with 20 years of experience. She performs well in the global workforce environment and is adept at managing all phases of the project life cycle from needs assessment all the way through implementation. Jes has a diversified skill set that includes project management, forecasting, scheduling, attrition and staff analysis, presentation and training, coaching and development, and process and requirement writing.

COLBY HUTH

Vice President, Senior IT Build Engineer, Broadway Bank

With over 20 years of IT experience and having specialized in managing contact center technologies over the past 11 years, Colby brings a variety of experiences, uses cases and best practices to developing a better contact center environment. With seven years of experience in hospitality and four years in the financial industry, he understands the need to communicate technical topics in non-technical ways. Whether building out voice environments in Cisco Call Manager and Contact Center Express or helping to redesign a Cisco UCS with NIMBLE storage, Colby has worked with a variety of technologies to ensure that designs are established in a way to best optimize the entire environment and not just an individual request for change. Colby continues to embrace change and work with those around him to ensure that change is the only constant.

Equifax Reduces Cancellation Requests Using Speech Analytics

In this Contact Center Spotlight, presented by Aaron Pacheco, business analyst for Equifax, you’ll see how his Costa Rica-based team is using Calabrio technology to make their contact centers more efficient. Aaron will share how they used speech analytics to identify calls containing language indicating a customer’s intent to cancel. After they were able to identify a core set of root causes, the Equifax team was able to review internal processes and update their contact center training. The result? They reduced 12,000K cancellation requests per month down to a mind-boggling 120. Not only were they able to use Calabrio Analytics to identify the root cause of these cancellation requests, they were able to use it to ensure agents were using the updated language designed to reduce these requests.

Speaker: Aaron Pacheco, Equifax
Expertise Level: All

NATE ISHAM

Solution Architect, Calabrio

Nate has nearly 20 years of contact center experience including over 10 with Calabrio ONE as a former customer and now as a solution architect in the Calabrio Innovation Center. His focus is on helping customers solve their most difficult challenges by bringing customer-driven innovation to life.

Next-Level QM at Virteva

In this Contact Center Spotlight session, presented by Zach Brand, quality and delivery manager for Virteva, you’ll dive into the inner workings of an IT managed services provider. Zach will walk through how they use Calabrio as a function of quality management, the ways this program has allowed Virteva to differentiate themselves from the competition and what they have planned for the future as they focus on customer experience analytics. If you’re struggling to get started with quality management or need to reinvigorate your program, you won’t want to miss this session!

Speaker: Zach Brand, Virteva
Expertise Level: Beginner, Intermediate

Under the Hood: Machine Learning and Artificial Intelligence in Calabrio ONE

Does machine learning and artificial intelligence (AI) make you think of chat bots and soulless automatons? Surprise! Machining learning and AI are already at work within Calabrio ONE, with the goal of making customers smarter and more efficient. In this session led by Kyle Smaagard of the Calabrio Rapid Prototyping team, you learn how these tools work behind these scenes to help you. Kyle is an engaging presenter who can make these complex concepts accessible to all attendees, so make sure to catch this session!

Speaker: Kyle Smaagard, Calabrio
Expertise Level: All

The Journey of Selecting, Configuring and Managing Change for a new WFM Tool

Are you constantly missing service levels and don’t know why? Are you and your team buried in manual administrative processes and constantly firefighting to the point you cannot be proactive? If any of these sound like a typical day, this session might be perfect for you. Jim Burdick, Customer Care workforce manager and Terri Henry-Brotz, senior customer service operations analyst for Priority Health, have lived through several WFM system installations, upgrades, configurations and change management programs. In this session, you’ll learn best practices for workforce system implementations, including selling the business benefits of a new system, engaging your internal customers, configuration considerations and pitfalls to avoid. Jim and Terri will share their best practices and lessons from the trenches to consider for your WFM system implementation.

Speakers: Jim Burdick, Priority Health,Terri Henry-Brotz, Priority Health
Expertise Level: Intermediate, Advanced

The Beginner’s Guide to WFM

Are you completely new to workforce management? Or do you have experience with WFM but are looking for a reinforcement on the fundamentals? Get back to basics with WFM consultant Shane Corey as he provides a walkthrough of key WFM components. Shane will cover common terminology, with a focus on driving a common understanding. He’ll also dip into forecasting and scheduling best practices to get you off on the right foot.

Speaker: Shane Corey, Calabrio
Expertise Level: Beginner

The Beginner’s Guide to Quality Management

Are you new to quality management and unsure where to begin? QM and Analytics Consultant Robin Butterfield will walk you through best practices for modern quality management, including how to create innovative forms, benefits of having your forms within Calabrio, how to select calls to evaluate while remaining objective, along with other advanced features such agent appeals, creative use of metadata and effective QA reports.

Speaker: Robin Butterfield, Calabrio
Expertise Level: Beginner

Integrating Big Data with Voice of the Customer Analytics

Unleash the power of your data lakes by tapping into a new stream of insight from your agent and customer interactions. In this strategy discussion, Strategic Principal Consultant Doug Mancinelli and VP of Strategic Sales Initiatives Chris Dickhans will show you how to leverage this incredibly valuable and previously hidden reservoir of information by integrating your calls, chats, email and social media to existing big data sources for a holistic understanding of your customers’ experience and journey with your organization. Make plans to attend this session if you’re a contact center leader, business analyst or data scientist.

Speakers: Doug Mancinelli, Calabrio, Chris Dickhans, Calabrio
Expertise Level: Intermediate, Advanced

Going Beyond Surveys: Understanding The Customer with Sentiment Analysis

In this session, join Quality Supervisor DaNeece Sheldon as she shares how she is utilizing sentiment analysis at Radial to extract customer meaning from the thousands of calls they handle for clients every day. Sentiment analysis has allowed them to uncover how agents can adjust their speech and move beyond canned responses to change customers’ perceptions. She’ll share details on the eight-week pilot program they ran and how they’re using those results to train and educate agents. DaNeece will be joined by Anthony Gadient, Chief Strategy Officer and co-founder of Voci Technologies, the engine that fuels Calabrio speech-to-text capabilities. He’ll connect the business value of sentiment analysis with a look into how speech-to-text functions alongside Calabrio’s machine learning to power sentiment analysis.

Speakers: DaNeece Sheldon, Radial, Anthony Gadient, Voci Technologies
Expertise Level: All

Building a Successful Analytics Practice with Governance Models

Don’t let your investment in Calabrio Analytics become sub optimized. Strategic Principal Consultant Doug Mancinelli and VP of Strategic Sales Initiatives Chris Dickhans will show you how a governance model, aligned with your business objectives and corporate culture, will drive sustainable improvements, reduce customer effort and attrition while lowering operational costs. Doug and Chris will also discuss how Calabrio Analytics should be integrated with change management and communication strategies to build a best-in-class analytics practice. This session is perfect for customer experience leaders, contact center VPs and directors and key stakeholders responsible for business transformation.

Speakers: Doug Mancincelli, Calabrio, Chris Dickhans, Calabrio
Expertise Level: Intermediate, Advanced

Making Remote Workers Work in Your Contact Center

Finding great agents can be challenging, so in order to find the talent they need, many companies are offering work-at-home options to their agents. Is your contact center ready for this change? Join Terri Kocon and Tammy Marinac, product marketing managers, as they moderate this panel, featuring CentraCare QA & Training Analyst Kristin Suggs and Shopify WFM Manager Travis Desjardins, who will dive into why you might want to consider offering remote options to your employees, best practices for making the transition and how to make remote workers successful.

Speakers: Terri Kocon, Calabrio, Tammy Marinac, Calabrio, Kristin Suggs, CentraCare , Travis Desjardins, Shopify
Expertise Level: All

Introduction to the Calabrio ONE Suite

In this session, presented by Director of Customer Advocacy Brad Snedeker, you’ll dive into how you can uncover compelling insights and enrich human interactions with a complete workforce optimization suite. Brad will demonstrate how the complete Calabrio ONE toolset, which includes Call Recording, Quality Management, Workforce Management, Analytics and Advanced Reporting, can help you deliver outstanding customer experiences and increase employee engagement.

Speaker: Brad Snedeker, Calabrio
Expertise Level: All

GINA CATES

Flex & Workforce Manager, Exact Sciences

Gina Cates is the flex & workforce manager at Exact Sciences Laboratories and has been with the company for four years. Prior to WFM, she has experience in healthcare management, customer service, project management, and large scale system implementation for organizations. She joined Exact Sciences due to the company’s strong and impressive workforce culture and it’s core mission to eradicate cancer through early detection. As a part of Exact Sciences Customer Care Center Leadership team, she helps drive aggressive service level goals through staff forecasting and KPI monitoring. When she isn’t managing KPI’s, Gina enjoys traveling with her family and going to music festivals and concerts.

DOUG MANCINELLI

Strategic Principal Consultant, Calabrio

Doug Mancinelli has over 25 years of executive and operational experience managing business units and consulting at the enterprise level across all major verticals, including financial, health care, insurance and utilities to name a few. He specializes in customer contact/support centers with an emphasis on voice of the customer analytics and workforce optimization, helping companies improve the customer experience and enterprise performance. Companies have not only leveraged Doug’s skills to improve sales, closure rates, and support models, but also to develop and implement strategies to identify improvement opportunities that help transform companies into leaders in their market segments. Sig Sigma certified Doug has presented at many in industry conferences, including DMA, IQPC and the ATSI discussing business governance models, CRM and transforming into a truly customer-centric organization.

CHRIS DICKHANS

Vice President, Strategic Sales Initiatives, Calabrio

Chris Dickhans has spent over 20 years in the software consulting space. She is an executive leader in global enterprise software and currently reports to the SVP of sales. Her role includes developing and leading:

– Holistic Short and long term growth and sales strategies
– Global business strategy, account management, and principal consultants
– Sales operations and sales analysts

Chris is a results-driven, disciplined and consultative professional with a strong mix of business and technical background, interacting with all levels of the organization. She has a history of consistent achievement of revenue goals while maintaining a trusted advisor role with a comprehensive roster of Global 2000 clients worldwide.

Chris inspires and influences cross-functional teams to reduce cost, increase revenue, and improve customer experience. She has a quantifiable record of consistent results across geographies, industries, and functional areas. She demonstrates strong leadership, with a process and analytical focus, and international experience. She improves operational efficiencies by refining processes, reducing risks, and cultivating an efficient workforce. Chris helps to increase customer loyalty by creating an organization that is easy to do business with and maintaining a trusted advisor role.

CHRIS WEST

Workforce Optimization Program Manager, Rackspace

Chris West is the workforce optimization program manager at Rackspace. He has been involved in the technology industry for 20+ years and has been at Rackspace for eleven of those years, where he has served in various capacities, including front line support, people manager, and working with the WFO team. Knowledge of these different areas, along with a highly technical background, has helped Chris integrate Calabrio in what is considered a “non-traditional” contact center and has allowed him to showcase the value that Calabrio brings. The integration of Calabrio into this type of contact center earned Rackspace the 2018 Calabrio “Integrator” award.

TRAVIS DESJARDINS

Workforce Planning Manager, Shopify

Travis is a workforce planning manager at Shopify with four years of experience in the eCommerce environment, with three of those years having been spent in workforce planning. He also has over 10 years of experience in telecommunication systems.

Travis is an outside the box thinker with a very analytical mind that’s perfect for solving complex problems. He has created custom solutions for his team when necessary and has helped grow support’s primarily remote team to match Shopify’s rapid growth. He started his Shopify journey as a guru and quickly advanced to a support manager, followed by his move to workforce planning. Travis strives to create a culture of equality and progress and encourages everyone he works with to experiment, even if that means failure. He believes that there is no real failure if you are innovating and learning from your experiences.

KYLE SMAAGARD

Rapid Prototype Product Owner, Calabrio

Kyle Smaagard has nearly 10 years of experience on the leading edge of consumer and business technology. As an accomplished speaker at local technology events, he is considered a subject matter expert on the business applications of AI/ML. He joined Calabrio as product owner for the newly formed Machine Learning Rapid Prototype team and he is responsible for building processes, determining business objectives, and ensuring team success in applying AI/ML technologies to Calabrio’s suite of products.

DAN KACZYNSKI

Global Sales Support Operations Manager, Delta Air Lines

Dan Kaczynski is a Global Sales Support Operations manager for Delta Air Lines. He has responsibility for worldwide contact center teams that provide B2B support for corporate and agency partners doing business with Delta. The teams have been a Teleopti/Calabrio customer since 2013.

DIANA BERMUDEZ

Sales Engineer, Calabrio

Diana is a sales engineer at Teleopti, a Calabrio company. Started her career in workforce management over 8 years ago with Walt Disney and has built her experience by having exposure to workload, staffing and management roles, as we well as introducing workforce management practices to new companies. Diana started her path at Teleopti in 2017 with a hybrid role as project manager/sales engineer for both domestic and Latin American projects. Now as a full-time sales engineer, she shares her customer and user experience with prospects and provides consultancy, while demonstrating product functionality and features.

The Magic of Dashboards

In this session, Workforce Management Analyst Mary Kathryn Dorr will bring the interactive magic of Calabrio ONE v11 dashboards to your home page. Bring your laptop to this hand-on workshop to learn how to make a WFM-specific homepage dashboard. We’ll be highlighting out-of-the-box features, like embedding a webpage and adherence widgets while also touching on a custom report. The options are limitless, but you’ll leave this workshop with a homepage dashboard foundation that will enable you to bring the fun back to your center. Note: You’ll get the most value out of this session if you have access to Data Explorer!

Speaker: Mary Kathryn Dorr, Calabrio
Expertise Level: All

Taking a Fresh Look at Dynamic Scheduling

In this workshop, hosted by WFM Expert Kat Worman, you’ll explore how Calabrio takes an agent-centric approach to scheduling, allowing managers the flexibility to run schedules when and how they choose. Kat will walk attendees through how to build work conditions and events, all with an eye on extracting the most value out of your dynamic scheduling program. Bring your laptop and get ready to roll up your sleeves!

Speakers: Kat Worman, Calabrio
Expertise Level: Beginner, Intermediate

Measuring Agent Adherence with Data Explorer

The ability to measure adherence in your contact center is critical for driving agent performance. In this workshop hosted by Laura Lukic, WFM consultant, she’ll show you how you can use Data Explorer to easily create adherence reports and dashboards. Bring your laptop to follow along and you’ll soon have this important information at your fingertips.

Speakers: Laura Lukic, Calabrio
Expertise Level: Beginner, Intermediate

Designing a QM Dashboard with Data Explorer

Looking for a one-stop shop for QM insights? Need to identify your rock stars and who could use some help? Wondering where you should you focus your training efforts? You don’t need a data scientist to create a dashboard that can tell you all this and more! In this hands-on workshop with Senior Business Intelligence Consultant Mary Moilanen, you’ll build a basic QM dashboard from the ground up – all in 45 minutes! This workshop will be ideal for users who have been exposed to the basic functionality of Data Explorer and are looking to learn more about using QM-specific data.

Speaker: Mary Moilanen, Calabrio
Expertise Level: Beginner, Intermediate

Analytics Call Studies Part Two: Where the Rubber Meets the Road

Bring your laptops, roll up your sleeves and get ready to dive into Calabrio ONE in the interactive portion of the two-part call study series. In this session, you’ll get first-hand experience inside Calabrio ONE Analytics to apply the methodology of executing a call study. Attendees will actively participate in this hands-on workshop utilizing Calabrio ONE through small group breakouts to identify opportunities, root cause for performance and journey defects, and ultimately make recommendations for improvements. You’ll walk away with real-world experience and a practical strategy for applying the call study methodology and gain practical tips for how to tell the story of the qualitative customer journey from quantitative results. You’ll also learn strategies for how to illustrate the value of voice-of-the-customer analytics within your own organization.

Speaker: Mary LaFosse, Calabrio
Expertise Level: Intermediate, Advanced

Analytics Call Studies Part One: Call Study Prep

A call study is designed to identify best practices as well as possible root causes for performance and customer journey issues. In other words, you can use call studies to help you spot trends and potential issues before they become unmanageable. In part one of this two-part call study series, Contact Center Speech Analyst Mary LaFosse will share best practices for prepping your Calabrio Analytics environment for everything from day-to-day trends and discoveries to executing call study root cause analyses. You will learn about call study methodology and review foundational tasks that are critical keys to success for managing the governance your Analytics environment.

Speakers: Mary LaFosse, Calabrio
Expertise Level: Beginner

The Latest in Teleopti WFM

Advanced automation opportunities, adaptive forecasting with machine learning, agent self-scheduling, intelligent reporting and WFM chatbots. Workforce management has moved well beyond basic labor scheduling and a WFM product should match the growth and development of customer needs. In this session, join Teleopti WFM Evangelist Dave Hoekstra and Product Knowledge Manager Rebecca Philp as they discuss new features and product releases.

Speakers: Dave Hoekstra, Calabrio, Rebecca Philp, Calabrio
Expertise Level: All

The Latest in Calabrio WFM

Join Director of Customer Advocacy Brad Snedeker and WFM Product Owner Julie Heller for a lively conversation on the latest and greatest in Calabrio Workforce Management product functionality. Whether you’re new to Calabrio or due for an upgrade, this session will get you up to date.

Speakers: Julie Heller, Calabrio, Brad Snedeker, Calabrio
Expertise Level: All

The Latest in QM

Get an update on the latest and greatest features in Calabrio Quality Management! In this session, our product experts, Product Manager Chad Norberg and Product Marketing Manager Terri Kocon, will show you the newest features, including the radically modern and intuitive new media player, along with use cases and business benefits. Whether you’re new to Calabrio or due for an upgrade, this session will get you up to date.

Speakers: Terri Kocon, Calabrio, Chad Norberg, Calabrio
Expertise Level: All

The Latest in Analytics

You won’t want to miss the latest and greatest Calabrio ONE features in analytics. Product Marketing Manager Tammy Marinac will walk you through:

• Embedded analytics – you’ll learn how we’ve surfaced analytics throughout the application so you can gain access to the insights you need without having to go outside your everyday workflows

• Unified, self-service dashboards – compelling and personalized insights within dashboards that can double as your homepages

• Enterprise KPIs – out-of-the box performance management tools

• Speech-to-text enhancements – how we’ve increased the accuracy and speed of our transcription tool

Speaker: Tammy Marinac, Calabrio
Expertise Level: All

The Art of Automation at Consumer Cellular

Staffing in the contact center can truly be an art! Get the most of out of your workforce management suite by using a proactive approach. In this session, you’ll hear how Raymon Bickell, workforce management planner for Consumer Cellular, has seen a reduction in shrinkage by using a unique approach to automated workflows. If you are new to WFM or an experienced WFM guru and are not using workflows to cut back on excessive work, this session is meant for you!

Speakers: Raymon Bickell, Consumer Cellular
Expertise Level: All

How Paychex Creates Buy-in to Their WFM Process

Are your workforce management initiatives met with a stony wall of silence from your agents? Do your agents not understand how their actions impact the entire contact center? In this session, Caryn Yurkstas, senior workforce management analyst at Paychex, will share details on the training program she’s created for agents to combat this very problem. As a former agent herself, Caryn remembers not understanding the “why” of WFM and how it impacted her work. She’ll walk through why Paychex decided to create this program for agents, how the content was developed and the results they’ve seen since implementing it in their new-hire training program. Caryn will also share insights on the training they created for supervisors, showing them how to coach to the new metrics introduced by WFM. This session is ideal for those looking to drive a change in perspective among their agents and supervisors.

Speakers: Caryn Yurkstas, Paychex
Expertise Level: All

Enabling the Transformation of Your Digital Journey with Calabrio

In this session, you’ll join Calabrio customer and perennial C3 favorite, Radial, as they share how Calabrio can become an integral part of your customer experience tech stack. Director of COE & Technology Enablement Robin Gomez and Customer Experience Manager Nicole Price will show attendees how to maximize the potential of their Calabrio investment, how to improve ROI in the short and long term and how Calabrio can continually act as a key component in your customer experience toolkit. Don’t miss this session–the team from Radial are Calabrio power users and on the bleeding-edge of customer experiences trends and initiatives!

Speakers: Nicole Price, Radial, Robin Gomez, Radial
Expertise Level: Intermediate, Advanced

The Role of the Citizen Data Scientist

You don’t need to hire a data scientist to get value from your systems! Each of us has unique qualities, education and experiences that, when combined with intuitive, modern BI technologies like Calabrio Advanced Reporting and Data Explorer, can lead to powerful insights for the business. Business Intelligence Product Manager Craig Todd will share what a citizen data scientist is and why they’re more important than ever. He’ll share how Calabrio tools such as KPIs, content attributes, dashboards and briefing books can empower you to tell a story with data, even without a data science background.

Speakers: Craig Todd, Calabrio
Expertise Level: Beginner, Intermediate

Teleopti Workforce Management

This interactive session brings Teleopti workforce management experts together for a live Q&A opportunity. Ranging from in-depth product knowledge to best practices in the workforce management space, these four experts live and breathe Teleopti WFM and invite you to come with questions!

Speakers: Dave Hoekstra, Teleopti, Rebecca Philp, Teleopti, Diana Bermudez, Teleopti, Carlos Munoz, Teleopti
Expertise Level: All

breakouts_Adherence

Adherence: Fact vs. Fiction

“If an agent has perfect adherence, that means they’re a top performer!” “All teams should have the same Average Delay to Handle goal.” Most contact centers agree that agent adherence is an important metric to measure, as it drives agent performance and directly impacts staffing costs. However, there are many myths surrounding adherence, and these can quickly derail your goals and customer experience. Join Laura Lukic, Calabrio WFM consultant, Dave Hoekstra, WFM evangelist, and Jessica Harris, Viewer Experience Operations Center manager for Hulu, as they bust the top myths surrounding agent adherence in the contact center. Adherence is a hot topic in most organizations, so this session is sure to drive lively discussion. If you’re new to WFM or struggling to bring understanding around adherence goals to agents or leadership, you’ll want to be sure to attend!

Speakers: Laura Lukic, Calabrio, Dave Hoekstra, Calabrio, Jessica Harris, Hulu
Expertise Level: Beginner, Intermediate

KIM MACKINNON

Vice President, Workforce Management, Support Services Group

Kim MacKinnon has over 16 years of experience in the contact center industry. Currently, Kim is the vice president of workforce management at Support Services Group and leads the WFM team across multiple locations. She has held prior roles in the contact center industry as an account manager, director of operations, and director of workforce management.

RYAN DICECCA

Manager, Data Analytics & Knowledge Management, Pacific Life

Ryan Dicecca, manager of both the data analytics and knowledge management teams, has worked at Pacific Life since 2007; starting in operations’ call center. Ryan’s focus is on guiding global operations resource coordination efforts, facilitating and ensuring accuracy of reporting, validating underlying benchmarks, and developing reporting to support forecasting, modeling, and budget planning.

Trends in Data Privacy in the U.S and Worldwide

In this session presented by Product Owner Mark Mironer, who is a Certified Information Privacy Professional/Europe (CIPP/E), you’ll get an introduction to data privacy, from the point of view of the contact center. Mark will cover the EU General Data Protection Regulation (GDPR) and upcoming U.S. regulations, including the California Consumer Protection Act (CCPA) and the implications for the contact center industry. You’ll also leave with an understanding of the Calabrio approach to data privacy.

Speaker: Mark Mironer, Calabrio
Expertise Level: All

The Art & Science of Forecasting with Calabrio

Make no mistake–workforce management and forecasting attempt to predict the future. As any meteorologist can tell you, predicting the future can be more art than science. In this session, Director of Customer Advocacy Brad Snedeker will show you how to uncover the power of the Calabrio forecasting tools and share ways to improve your forecast accuracy. This session will include a deep dive into our newest advanced forecasting algorithm.

Speakers: Brad Snedeker, Calabrio
Expertise Level: Beginner, Intermediate

DAVE HOEKSTRA

Workforce Management Evangelist, Calabrio

Dave has been around contact centers since the beginning of his adult life. Starting as an agent in the late 90’s, Dave meandered his way through the career path of a typical call-center lifer, eventually ending up in the WFM department. With 20+ years of experience in WFM, Dave is now a thought-provoking speaker, engaging fellow WFM converts in discussing topics of the day relating to contact centers and workforce management.

SHANE COREY

Workforce Management Consultant, Calabrio

Shane is a visionary leader and contact center professional with 18 years proven experience achieving breakthrough results for both contact center and technology companies. He has a reputation for being a strong motivator, having an impeccable work ethic, high energy level, and consistent commitment to contact center operational success. Shane is extremely active in the contact center and workforce management space delivering multiple onsite client consulting sessions, sharing industry-leading content, attending industry and user-related conferences including speaking engagements, blog contribution, e-book creation, webinars, and industry expert panels. Shane is striving to be one of the world’s leading experts in workforce management and one of Calabrio’s most respected thought leaders for anything WFM.

Reporting & Business Intelligence

This is your chance to ask anything about our reporting capabilities, including Data Explorer and Calabrio Advanced Reporting. In this interactive session, our panel of experts will answer your burning questions about big data, business intelligence, analytics, data visualization, reporting and more!

Speakers: Craig Todd, Calabrio, Mary Moilanen, Calabrio, Richard McElroy, Calabrio
Expertise Level: All

Quality Management

This is your chance to ask anything QM! In this interactive session, our panel of customers and product experts will answer questions submitted by you – our conference attendees! Bring your challenges and questions to the panel. This session will be dynamic and informative and will include QM topics chosen by you and your peers.

Speakers: Terri Kocon, Calabrio, Daniel Acosta, Houston Methodist, Zach Brand, Virteva
Expertise Level: All

Analytics in the Contact Center

Whether you’re a power user or just beginning to consider adding analytics to your contact center, this is your chance to ask anything analytics! In this interactive session, Calabrio’s panel of analytics experts and customers will answer your questions and provide best practice suggestions. Learn how other customers have gotten started with their analytics project. Discover what other customers found in their interactions and what they did next. This session will be dynamic and informative and will include topics chosen by you and your peers.

Speakers: Tammy Marinac, Calabrio, Boris Chaplin, Calabrio, Nicole Price, Radial
Expertise Level: All

NICK HAMILTON

Business Operations Analyst, Workforce Optimization, Rackspace

An experienced workforce management professional, Nick has worked in a range of markets providing analysis and insight to WFM operations. With forecasting and analysis as his core skills, he has designed and executed successful WFM initiatives based on data. At Rackspace, he employs his knowledge to navigate non-traditional contact center operations. Prior to joining Rackspace, Nick was the senior manager of workforce planning and analytics at Carenet Health, one of the largest telehealth providers in the nation. Before Carenet, Nick managed WFM operations for Allstate, USAA and Red Ventures.

How Rackspace Manages WFM in a Non-Traditional Contact Center

In this Contact Center Spotlight session, the team from Rackspace will share how they’ve used Calabrio workforce management with a group that doesn’t view itself as a traditional customer service center. Christine Kolbeson, senior manager, business operations, Chris West, WFO program manager and Nick Hamilton, business operations analyst, have successfully balanced culture with operational discipline, while maturing their business and driving down costs by focusing on contact center analytics.

Speakers: Christine Kolbeson, Rackspace, Chris West, Rackspace, Nick Hamilton, Rackspace
Expertise Level: All

Wrangling Your Evaluation Forms

New to QM or evaluation forms? Join Beth Bax, assistant director of Quality Assurance at Grand Canyon University, as she walks through evaluation forms and scoring. She’ll share how GCU made the choice to use percentage versus points scoring, how they developed their questions and scoring guides and how they use reporting to identify trends. You’ll walk away with ideas you can bring directly to your business, including how metadata, hyperlinks and calendars have assisted with evaluations.

Speakers: Beth Bax, Grand Canyon University
Expertise Level: Beginner, Intermediate

Wanted! Your Toughest Contact Center Challenges

Join this interactive session as members of the Calabrio Innovation Center team share how they tackle big hairy problems for customers. You’ll be asked to give input and feedback on a number of projects in the works. Plus, come ready to share the toughest problems facing your contact center! This dynamic team is looking for new projects to tackle to continue delivering on Calabrio’s promise of customer-driven innovations.

Speakers: Richard McElroy, Calabrio, Nate Isham, Calabrio
Expertise Level: All

Transcription & Phonetics: The Hybrid Approach

Wondering which voice-of-the-customer analytics technology is right for your contact center? Why limit your options when you can have the best of both worlds? In this thought-provoking session, Contact Center Speech Analyst Mary LaFosse will illustrate the value proposition for implementing a hybrid approach utilizing both technologies–phonetics and transcription or LVCSR (Large Vocabulary Continuous Speech Recognition). Mary will outline the benefits and challenges presented by each of these technologies and provide a framework to position why the hybrid approach is considered a best practice in your voice-of-the-customer analytics and business intelligence model.

Speakers: Mary LaFosse, Calabrio
Expertise Level: All

Things You Didn’t Know About Calabrio WFM

Calabrio Workforce Management is an evolving tool set that is constantly tackling new contact center challenges. In this session, Workforce Management Analyst Mary Kathryn Dorr will explain the difference between projects and exceptions, revisit features that could be hidden in your contact center like Optimize Breaks and Lunches and show you how to create a custom WFM Data Explorer report. This definition and how-to session will be packed with the who, what, where, when and how to uniquely leverage WFM in your contact center.

Speakers: Mary Kathryn Dorr, Calabrio
Expertise Level: Beginner, Intermediate, Advanced

DANEECE SHELDON

Quality Supervisor, Radial, a bpost company

DaNeece Sheldon is the quality supervisor for Radial. She has a team of eight dedicated QA evaluators to support various clients and manages the day to day customer experience analysis for the business. Prior to QA supervisor, DaNeece held the position of supervisor for customer service and found professional success in coaching agents on how to provide “exceptional customer experience,” while maintaining KPIs to achieve critical organizational goals. She is focused on closing customer experience gaps throughout the business, enhancing the customer experience and providing QA analysis that helps drive the desired results.

ALLY MEZERA

Nurse Manager, CentraCare Health

Ally has worked in the healthcare industry for over 24 years, 15 of those as an RN in leadership. Her background consists of home care, assisted living, long term care, hospital inpatient, wound care, and clinical triage. She fell in love with clinical triage and the challenges of assisting and educating patients over the phone. Ally managed triage departments for different health care organizations in the Twin Cities prior to moving to central Minnesota and joining CentraCare Health. She has been with CentraCare Connect since the department started, a little over 2 years ago. Ally has a passion for wholehearted living and work-life balance. She utilizes both Kristin Suggs and Calabrio to their full potential to provide flexible, “self-scheduling” for her working-from-home nursing staff. Together they are able to provide a work-life balance for the team while meeting the needs of their patients and the projected call volumes.

ANTHONY GADIENT

Executive Vice Chairman, Chief Strategy Officer & Co-Founder, Voci Technologies

Anthony has years of experience creating and leading successful technology companies. Prior to Voci, he was group director of Cadence Design Systems, which acquired Neolinear, a semiconductor design automation firm that he co-founded in 1997. He also was the technical director with SCRA Advanced Technology Institute. Anthony earned a B.S. degree in electrical engineering from the University of Virginia, a Ph.D. in electrical and computer engineering from Carnegie Mellon University, and an MBA from Wright State University.

CARYN YURKSTAS

Senior Workforce Management Analyst, Paychex

Caryn has been with Paychex since 2004 and has been in the role of senior workforce management analyst since 2017. She has partnered with multiple business units within Paychex to execute and standardize workforce management practices on scheduling, forecasting, analyzing data trends and making recommendations for delivering service. She has a Yellow Belt in Lean Six Sigma Process Improvement and is viewed as a subject matter expert in the Paychex Workforce Management program. Most recently, Caryn was named a “2019 WFM Professional of the Year” finalist by the Society of Workforce Planning Professionals (SWPP).

The Beginner’s Guide to Data Explorer

With Data Explorer, you can create highly customized or ad hoc reports, working with everyday business terms you understand. In this session, Craig Todd, product manager for Business Intelligence, will walk you through the basic functionality of Data Explorer and show you how to build your first report. You’ll then see how you can turn your reports into interactive dashboards to drive business intelligence from your contact center data. Attend and make sure you’re utilizing this valuable feature!

Speakers: Craig Todd, Calabrio
Expertise Level: Beginner

The Beginner’s Guide to Analytics

In this session, you will learn Analytics basics and why it’s a trending topic in today’s intelligent contact centers. Robin Butterfield, QM and Analytics consultant, will tackle topics such as:

• The differences between speech, text and desktop analytics
• Details on different Analytics technologies, such as LVCSR, Phonetics and STT
• The top 10 Analytics business use cases

After this session, you’ll be able to articulate the ROI Analytics can provide and how it can improve your bottom line.

Speakers: Robin Butterfield, Calabrio
Expertise Level: Beginner

Step Away from the Spreadsheet! Transitioning from Excel to Data Explorer

People love spreadsheets! And why wouldn’t they? Spreadsheets have been a critical business tool for over 30 years. In this session Craig Todd, product manager for Business Intelligence, and Mary Moilanen, senior Business Intelligence consultant, will share the unintended consequences of using spreadsheets as a business intelligence tool and why they may be costing you more than you think. Not only will they show you how Data Explorer can easily replace those complex pivot tables, you’ll also learn how to replicate your favorite Excel features.

Speakers: Craig Todd, Calabrio, Mary Moilanen, Calabrio
Expertise Level: All

Roundtable: Change Management in the Contact Center

Change is difficult, but critical for managing a best-in-class contact center. In this session, you’ll join a discussion with fellow Calabrio customers around how they’ve tackled change in their contacts centers. Join Lynn Kaminski, workforce manager at Cummins, Crysta Moretto, workforce analyst for Superior Propane and Melissa McKenzie, contact center operations manager with Delaware Life, as they share their experiences and advice for gaining buy-in and input into contact center initiatives. Hosted by WFM expert Kat Worman, this session will consist of table discussions and larger group conversations. Come with stories and ideas to share!

Speakers: Lynn Kaminski, Cummins, Crysta Moretto, Superior Propane, Melissa McKenzie, Delaware Life, Kat Worman, Calabrio
Expertise Level: All

Rethinking Archaic Quality Assurance Processes

Contact Center Speech Analyst Mary LaFosse will be your guide as you consider retooling your quality assurance program to enhance and personalize your customer’s total experience while fostering a culture of employee engagement. Mary will show you how to empower your agents to create a personalized experience using interpersonal communication, instead of offering mechanical responses executed for the purposes of “checking the box” on an evaluation form. In this session, we’ll present a daring challenge to the status quo around why you are evaluating customer interactions. We will challenge outdated ways of thinking such as “we’ve always done it that way” and test the relevancy of historically sound quality assurance processes that no longer resonate with today’s customer experience demands. You will walk away from this session with ideas you can implement in your own centers!

Speakers: Mary LaFosse, Calabrio
Expertise Level: Intermediate, Advanced

Performance Management in the Contact Center

Performance management in your contact center revolves around both your employees and your customers. Do you have a full view into the performance of your agents? Are you able to provide meaningful feedback on a regular basis? Being able to provide easy-to-use, role-based performance views to visually track and view key performance metric results is critical to a solid performance management environment. Director of Strategic Consulting Robert Nyberg will show how Calabrio solutions can help provide you a simple, smart and personalized interactive environment for your employees and managers.

Speakers: Robert Nyberg, Calabrio
Expertise Level: Intermediate, Advanced

Mapping Your Environment

Accurately modeling your contact center in Calabrio Workforce Management is the single most important factor in determining the accuracy of your forecasts and schedules. Join Director of Customer Advocacy Brad Snedeker and Workforce Management Analyst Mary Kathryn Dorr as they discuss the processes and best practices surrounding the configuration of your skill groups and agent mapping in order to ensure that you are getting the most out of your schedules.

Speakers: Brad Snedeker, Calabrio, Mary Kathryn Dorr, Calabrio
Expertise Level: Beginner, Intermediate

IT & Operations: Bridging the Gap

The relationship (or lack thereof) between IT and Operations can have big impact on the success of contact center initiatives. In this session, Colby Huth, VP, Senior IT Build Engineer and Lisa Gomez, Operations Manager for Broadway Bank, will share how they’ve found it critical for IT professionals to understand and speak the language of the business units they serve. Colby and Lisa will cover topics such as acronyms common to IT and the contact center, versioning and how it affects application performance and capabilities and operational topics such as why IT should care about average handle time, WFM topics and the process for moving calls around the organization. They’ll give examples of how IT and Operations can understand each other’s point of view and understand goals from both perspectives. If you’re an IT person or work with one, be sure to check out this session!

Speakers: Colby Huth, Broadway Bank, Lisa Gomez, Broadway Bank
Expertise Level: Beginner, Intermediate, Advanced

Incorporating the Voice of the Customer in Quality Management

Infusing the Voice of the Customer into your training and coaching programs is incredibly important in today’s ultra-competitive landscape. In this session Brad Snedeker, director of customer advocacy, will discuss the tools and mindset required to improve your visibility to the Voice of the Customer and to drive your customer service to the next level.

Speakers: Brad Snedeker, Calabrio
Expertise Level: Beginner, Intermediate

Engage Your Agents for the Win-Win Outcome

In this session, Tyler McGary, senior workforce analyst for Avant, will draw on his contact center experience to share his strategy for creating an employee engagement program that can be used in times of constant change in the contact center. He’s seen firsthand how giving agents a seat at the table can lead to improvements in agent performance and help to sell changes to the rest of the contact center. When there is transparency among leadership and agents are given a voice, your staff can truly become change agents.

Speaker: Tyler McGary, Avant
Expertise Level: All

Decoding Calabrio Logs

In this in-depth session focused on Calabrio versions 10 and 11, Corey Peoples from Calabrio Support Services will show you how read and understand Calabrio service logs. See visually how data flows between services, from the desktops and data servers, all the way to the platform components. Get tips on how to use logs to identify issues within your system and learn what resources are at your fingertips to fix issues before your WFO users even learn about them.

Speaker: Corey Peoples, Calabrio
Expertise Level: Intermediate, Advanced

Data Explorer Hacks

Got a clever report you’re trying to build? In this session, Craig Todd, product manager for Business Intelligence, will coach you on the pro tips necessary to mine for the data you need, build charts the right way, execute the trickiest of queries and make those dashboards come to life with interactive and helpful features for your users. Bring your questions, you’ll walk away with answers!

Speaker: Craig Todd, Calabrio
Expertise Level: Intermediate, Advanced

Complete the Contact Center Puzzle: Connecting the Pieces of Calabrio ONE

In this session, Speech Analyst Mary LaFosse and Workforce Management Analyst Mary Kathryn Dorr will bring Calabrio Quality Management, Analytics, Workforce Management and Data Explorer together in this reflective session. While drawing from real-life experiences with Managed Services, Mary and Mary Kathryn will discuss how the products in Calabrio ONE have influenced each other and show valuable parallels to insights for customers in many industries. They will touch on focused coaching, adherence, and other contact center metrics, while showing ways to get the most bang for your buck in your Calabrio ONE suite.

Speakers: Mary LaFosse, Calabrio, Mary Kathryn Dorr, Calabrio
Expertise Level: Intermediate, Advanced

Best Practices for Cloud Migrations

Do you have a cloud migration project on the horizon? If so, we want you to be successful and avoid a “close your eyes and hope for the best” strategy. Join Senior Director of Professional Services Dena Balabas and Product Marketing Manager Terri Kocon as they share points to consider, industry best practices, and real-world advice to help complete a successful migration.

Speakers: Terri Kocon, Calabrio, Dena Balabas, Calabrio
Expertise Level: Intermediate, Advanced

Assembling the Data Analysis Puzzle with Calabrio Advanced Reporting

Being unable to analyze your data in one place is like putting together a puzzle with missing pieces. It’s infuriating, time consuming, and you end up missing vital elements of the final picture. This is the reality for many contact centers – thousands data points scattered in disconnected systems. Join Director of Strategic Consulting Robert Nyberg as he shows how Calabrio Advanced Reporting brings all of the pieces together and creates the full data picture. Advanced Reporting will dramatically improve the experience your customers deliver to their own customers. Plus, it will not only save your customers time and money, but also strengthen the value of the WEM solutions you provide by adding contact center “business intelligence” to your product portfolio.

Speaker: Robert Nyberg, Calabrio
Expertise Level: All

breakouts_beyondthebasics

Analytics: Beyond the Basics

Go beyond the basics of analytics with Robin Butterfield, Calabrio QM and Analytics consultant. Let’s say you’re using Analytics and started with a few hundred phrases and a dozen or so categories and found some interesting insights. It’s time to dive into what’s next. Robin will guide you on phrase and category management, how to get more insights out of your desktop analytics and best practice use cases from other Calabrio Analytics customers. You’ll leave this session feeling motivated and energized to get more out of your analytics solution.

Speaker: Robin Butterfield, Calabrio
Expertise Level: Intermediate

A Look Ahead: The Calabrio/Teleopti Integration

Calabrio and Teleopti have combined forces to create the global standard for customer experience intelligence. This combination brings Teleopti workforce management (WFM) together with Calabrio’s customer experience solutions to create the market’s only global, scalable, cloud-based suite. Join company leaders for insights on the plan to fully integrate the best of the companies’ WFM products into a single product within the Calabrio ONE suite, resulting in the most comprehensive customer experience intelligence offering in the market. Be a witness to the future in the making!

Speaker:
Expertise Level: All

Uplevel Your Staff Planning

You’ve created your forecasts and schedules for the next few weeks, but how can you elevate this function to drive greater impact to the business? In this session, Kat Worman, WFM product owner and expert, will show schedule analysts how to partner with business leaders to review the risks and opportunities to achieving the service goals of the organization, all while fulfilling the offline needs of the agents. With a little bit of effort and great communication, you can transform your planning into a powerhouse function that:

– Effectively plans for future events like company meetings
– Reduces use of overtime
– Predicts upcoming staff changes due to promotions and attrition
– Formalizes a strategy to overcome call volume peaks
– Utilizes periods of overstaffing effectively

Speakers: Kat Worman, Calabrio
Expertise Level: Intermediate, Advanced

GLORIA SAN MIGUEL

Customer Care Workforce Specialist, Behr Paint Company

Gloria has been a member of the Behr Customer Care team since 2010. As a workforce specialist, Gloria’s main goal is to create effective plans and strategies that will lead the call center to attain its service level targets. In 2015, she was part of the team that implemented Calabrio WFM, transitioning from an Excel-based planning and scheduling system to its current Calabrio WFM platform. She works daily with Calabrio WFM creating forecasts, plans and schedules for the phone and web care teams. Gloria lives in Southern California with her husband, two sons, and two dogs. She loves traveling, reading, watching films and meeting new people.

Disruption Defined: When Customer Experience (CX) Meets Generational Expectations (GX)

The expectations and CX requirements of millennials are already driving change in the contact center industry. As more members of Generation Z approach adulthood and begin to flex their collective customer muscles, the effect of GX on the contact center will be disruption unlike anything the industry has seen before. Join industry analyst Paul Stockford of Saddletree Research as he discusses generational evolution and what contact centers MUST do to prepare for the inevitable changes that lie ahead.

Speaker: Paul Stockford, Saddletree Research
Expertise Level: All

CARLOS MUÑOZ

Global Director, Sales Engineering, Calabrio

Carlos Muñoz is the global director of sales engineering at Teleopti, a Calabrio company. With nearly two decades of workforce management/contact center operations experience, Carlos has run WFM operations for Fortune 50 companies where he developed expertise in capacity planning, OpEx/staff budgeting as well as WFM organization design and implementation. Since joining Teleopti in 2013, Carlos has leveraged his know-how to help scores of some of the most well-known and successful companies in the world with WFM solution deployments and consulting engagements. Today, his team is responsible for cultivating relationships with potential clients; serving as trusted advisers, demonstrating WFM acumen and helping organizations in their evaluations of WFM solutions.

BRAD SNEDEKER

Director, Customer Advocacy, Calabrio

With over 20 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s director of product marketing and customer advocacy, he ensures that customers have access to the best information and resources available for Calabrio products. He works directly with users to develop new and innovative techniques to implement workforce optimization best practices. Workforce Management and Analytics have been Brad’s primary areas of focus for over 10 years.

KAT WORMAN

Workforce Management Consultant, Calabrio

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.

CRAIG TODD

Product Manager, Calabrio

Craig Todd, product owner, reporting and analytics, 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 pre-sales 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.

REBECCA PHILP

Product Knowledge Manager, Calabrio

Rebecca is product knowledge manager at Teleopti, a Calabrio company, in Stockholm. Her main responsibility is to make sure that Teleopti’s internal delivery organization has the necessary competence in Teleopti WFM and that they are updated on all changes in the product in time for delivery. In other words, Rebecca acts as a bridge between different internal functionalities regarding product changes and knowledge transfer. Before joining Teleopti, Rebecca has +7 years of working experience in retail banking and this was also when she first got in contact with WFM. When joining Teleopti in 2015, she started as a project manager/WFM consultant.

COREY PEOPLES

Customer Support Engineer, Calabrio

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.

ROBERT NYBERG

Director, Strategic Consulting, Calabrio

Robert Nyberg has spent over 20 years in the contact center industry holding roles ranging from contact center manager, workforce manager, management and business optimization consultant, call center analyst, and application administrator across a variety of businesses including Airborne Express/DHL. Robert is Six Sigma certified and holds a B.A. in business administration management with a minor in computer sciences from Florida Atlantic University. He has helped companies both large (80,000 plus employees) and small (25-50) optimize and transform their operations by leveraging existing technology more effectively and exploring a wider enterprise view of department interactions. Robert effectively partners with customers and sales and engineering organizations to develop a strategic plan for improving customer interactions through software or managed business services.

CHAD NORBERG

Product Manager, Calabrio

Chad Norberg, product manager, focuses on media and data capture in the contact center. Chad has worked in technology for 10 years with experience in infrastructure, mid-range technologies, architecture design, software implementation, and application integration. Chad is motivated and driven to utilize technology and automation to make life better (inside and outside of the contact center).

MARY MOILANEN

Senior Business Intelligence Consultant, Calabrio

From custom reporting to data visualization, Mary’s work as a business intelligence consultant 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.

AUSTIN MESSER

Director, Product Management, Calabrio

Austin Messer is the director of project management at Calabrio. He has over 15 years of 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, both from a design and implementation standpoint as well as a product management position.

MARK MIRONER

Product Owner, Calabrio

Mark Mironer, product owner of the Calabrio ONE suite, focuses on globalization initiatives. Mark has worked in technology for over 25 years, with experience in implementation, sales support and organizational improvement for global customers. Through his work in Europe, Latin America, Singapore, China, India and Australia, Mark has gained insights into maximizing the productivity of employees across the globe.

RICHARD MCELROY

General Manager, Calabrio Canada & Innovation Center, Calabrio

Based in Vancouver, BC, Richard McElroy leads Calabrio Canada and the company’s Center of Excellence for Analytics, as well as Calabrio’s Innovation Center. He brings over 20 years of high tech and business intelligence software industry experience. Richard joined Calabrio with the acquisition of Symmetrics Business Intelligence Solutions Inc. where he was a founder and president. Richard is instrumental in evolving the development and marketing of Calabrio Advanced Reporting – a multi-tiered contact center business intelligence platform that delivers data integration, reporting, analytics, and information management capabilities.

TAMMY MARINAC

Product Marketing Manager, Calabrio

Tammy Marinac is a product marketing manager for Calabrio Analytics and Advanced Reporting. With more than 10 years of experience in marketing telecom, web analytics, and investigative tools, Tammy has spent much of her career focused on solutions in the government, legal, and healthcare markets. Tammy is happiest when she’s evangelizing software that changes the way people think about innovation.

LAURA LUKIC

Workforce Management Consultant, Calabrio

Laura spent seven years as a Calabrio WFM customer before joining the team two years ago. With 20 years of WFM, business analytics, and training experience, she knows the unique business challenges facing today’s contact centers. Being a WFM consultant has afforded Laura the opportunity to utilize her skills and best practices in helping teams reach their potential. Whether it’s a new implementation or working with existing customers, finding the best solutions within WFM is the driving force behind Laura’s passion and commitment to contact center excellence!

MARY LAFOSSE

Contact Center Speech Analyst, Calabrio

Passionate about customer experience, Mary LaFosse brings over 20 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 100 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 a Contact Center Operations Manager (CCOM) certification and a bachelors in business management.

TERRI KOCON

Product Marketing Manager, Calabrio

Terri is a marketing professional with almost 20 years of industry experience. She is responsible for developing and executing go-to-market plans for Calabrio products and services. Terri leverages her unique skill set and technical knowledge to translate the capabilities of a technology solution into sales messaging and positioning. Her past experience includes channel marketing strategy and execution and digital marketing.

PETER JAROSAK

Professional Services Developer, Calabrio

Peter has been in the unified communications and contact center software industry for over 17 years, designing and implementing customized contact center solutions and specializing in product integrations. As Calabrio’s professional services lead implementation developer, he works with partners and customers to design and develop customized solutions integrated into the Calabrio ONE platform to meet the customer’s business requirements and to extend Calabrio’s capabilities beyond off the shelf functionality.

JULIE HELLER

Product Owner, Calabrio

Julie Heller is a WFM product owner at Calabrio. She is responsible for translating customer business needs into product features through concise technical direction. Prior to her three and a half years with Calabrio, Julie focused on online product management and marketing for software product launches, e-commerce, customer data analysis, and online user experience. Julie is Pragmatic Marketing Certified – Level 3 (PMC-III).

MAGNUS GEVERTS

Chief Business Development Officer, Calabrio

Magnus Geverts is head of Business Development at Teleopti, a Calabrio company. He has two decades of experience in workforce management as a consultant, head of development, head of marketing and head of global sales for Teleopti, a market leader in workforce management solutions. In 2010 he relocated to New York where he successfully built up Teleopti operations in both North and South America before moving back to Teleopti’s Swedish headquarters to take responsibility for product management, marketing, and strategic partnerships.

MARY KATHRYN DORR

Workforce Management Analyst, Calabrio

Mary Kathryn graduated with an international business degree and has worn many hats in call centers such as customer service representative, inside sales representative, third shift team lead, workforce management analyst, and forecasting analyst. Understanding the CSR’s struggle for balance and working in smaller teams gave her a natural transition WFM analyst for the Managed Services product in the Calabrio Innovation Center.

BORIS CHAPLIN

Product Manager, Calabrio

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 the analytics product.

ROBIN BUTTERFIELD

Contact Center Analytics Consultant, Calabrio

Robin has three decades of experience working with technology including data networking, telephony, and enterprise: ERP, CRM, and WFO solutions. After 20 years in product management and marketing, Robin has found her greatest passion in application and business consulting. For the past 8 years, she has focused on quality management and analytics and has provided consulting services to Fortune 500 companies whose contact centers range from dozens of agents to thousands of agents. Robin has partnered with key stakeholders and contact center management to provide effective solutions to address business pain points and ensure optimum use of their enterprise solutions, resulting in improved customer/agent experience along with increased business performance.

NICOLE PRICE

Customer Experience Manager, Radial, a bpost company

Nicole Price has been in the eCommerce industry for 9 years, beginning with eBay, and now with Radial, a bpost company. As the customer experience manager, Nicole oversees quality management, voice of the customer, and customer experience analytics. She is passionate about closing the gap between current-state customer service and desired future-state customer service, using Six Sigma methodology, technology enhancements, and coaching/quality techniques to create best in class customer service.

ARTHUR OSMELAK

Manager of Access, Northwestern Medicine

Arthur Osmelak is the manager of access at Northwestern Medicine with more than 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.

CRYSTA MORETTO

Workforce Analyst, Superior Propane

Crysta Moretto is a workforce analyst who has been with Superior Propane for three years. Prior to WFM, she has experience with customer service, transitional sales and as an office coordinator. She joined the Superior Propane team to aid in contact center scheduling and real-time intraday updates for key KPIs. When she isn’t managing the contact center, Crysta enjoys spending her spare time fishing at the lake.

MELISSA MCKENZIE

Contact Center Operations Manager, Delaware Life

Melissa McKenzie, an experienced contact center operations manager and mother of two from Indianapolis, Ind., currently works for Delaware Life, an insurance company specializing in life insurance and annuities. Over the last 3 years, she has specialized in starting up contact centers, including at Delaware Life, building working culture from the ground up. Melissa strives to build a foundation of trust and integrity into the businesses she works with and understands that employee engagement and work-life balance are integral parts of bringing a business to the next level.

CHRISTINE KOLBESON

Senior Manager, GTS Business Operations, Rackspace

Christine Kolbeson has led business operations for Rackspace’s Global Technical Support organization since 2018 but has served as a proud Racker since 2010. Currently, she supports a global organization of 1,500 employees focusing on improving the day-to-day operations in areas of workforce management, call flow operations, tooling/automation and business intelligence. Her focus is to continue to drive the business forward through process improvement and efficiency gains focusing on the “Fanatical Experience.”

LYNN KAMINSKI

Workforce Manager, Cummins, Inc.

Lynn Kaminski is a workforce manager at Cummins, Inc. Lynn is based out of Shoreview, Minnesota and has over 20 years of call center experience.

ROBIN GOMEZ

Director of COE & Technology Enablement, Radial, a bpost company

Robin Gomez has been in the retail/BPO/eCommerce industry for 20 years, beginning with catalog-based fulfillment and customer service through the growth and evolution of eCommerce. He is responsible for data and analytics for operations inclusive of fulfillment, transportation, and customer care. He is focused on enhancing the consumer experience through the use of process improvement, technology, and consumer insight. His specific focus is on data and analytics for internal and client process improvement, engagement, prescriptive and predictive analysis through storytelling and data engagement. Robin has a B.S. in Psychology with an M.S. in Industrial/Organizational Psychology.

BETH BAX

Assistant Director, Quality Assurance, 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 have allowed her to successfully facilitate change and improve quality procedures by sharing her passion for organizational success.

DANIEL ACOSTA

Call Center Applications Analyst III, 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.

RAYMON BICKELL

Workforce Management Planner, Consumer Cellular

Raymon Bickell, workforce management planner at Consumer Cellular, has worked in call center environments 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 three WFM coordinators in maintaining scheduling and finding a proactive approach to staffing needs on a daily basis. 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 involved in his community. He teaches K-5th grade at his local church and volunteers at two high schools in their theater departments. He spends most of his time building the minds and values of the future workforce.

JIM BURDICK

Workforce Manager, Priority Health

Jim Burdick has nearly 10 years experience in the contact center industry and a wealth of experience in customer experience management, analytics, continuous improvement, and financial planning. He has lived through several WFM system installations, upgrades configurations, and change management programs. Jim holds degrees in Marketing and Information Systems from Miami of Ohio and an MBA from Western Michigan University. When not working he enjoys the outdoors of Michigan, cooking, volunteering, sailing, and exploring his passions of learning new cultures and global travel from his home base in Grand Rapids, MI.

JOSIE TRIMNAL

Operations Quality Analyst, Grand Canyon University

Josie Trimnal is an operations quality analyst at Grand Canyon University with ten years of experience in higher education and six years of experience working with Calabrio. 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 has allowed her to successfully expand the understanding and use of quality management to create organizational success.

TYLER MCGARY

Senior Workforce Analyst, Avant

Tyler McGary was born in Idaho and recently moved to Tennessee. He has been working in contact centers for 15+ years and has been working in WFM for 10 years. Tyler is an avid collector of comic books and board games and enjoys going on nerdy adventures with his wife and two kids.

BREAKOUT SESSIONS

CONTACT CENTER SPOTLIGHTS

EXPERT PANELS

PARTNER SESSIONS

PRODUCT UPDATES

WORKSHOPS

BREAKOUT SESSIONS

EXPERT PANELS

BREAKOUT SESSIONS

CONTACT CENTER SPOTLIGHTS

EXPERT PANELS

PRODUCT UPDATES

WORKSHOPS

BREAKOUT SESSIONS

EXPERT PANELS

BREAKOUT SESSIONS

CONTACT CENTER SPOTLIGHTS

EXPERT PANELS

BREAKOUT SESSIONS

EXPERT PANELS

WORKSHOPS

BREAKOUT SESSIONS

CONTACT CENTER SPOTLIGHTS

EXPERT PANELS

WORKSHOPS

PRODUCT UPDATES

BREAKOUT SESSIONS

CONTACT CENTER SPOTLIGHTS

EXPERT PANELS

WORKSHOPS

PRODUCT UPDATES

Questions?

Explore C3