The latest capabilities are designed to address your biggest customer service challenges in:
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David is the product marketing manager for Calabrio WFM. He has been in the customer service and customer support space for over 8 years in various roles (SaaS, Consulting, Corporate).
When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.
Jennifer Docken joined Calabrio’s product marketing team as the QM Product Marketing Manager in 2021. As an experienced B2B marketer she brings with her 10+ years of marketing experience across multiple industries. She is innovated minded with a strong drive to understand customer constraints and how to break down barriers. She strives to better understand the pressures put on the modern Contact Center and how to drive customer satisfaction and agent engagement.
Terri Kocon is a strategic marketing professional with 20+ years of industry experience with a focus on strategy and execution in product marketing, channel marketing, and digital marketing in the high-tech industry. She excels at translating the capabilities of complex technology solutions into effective product messaging and go-to-market plans that drive results across various channels and audiences.
Cassie Jarnigin is the Product Knowledge Manager for WFM at Calabrio. In her role, Cassie works closely with our customers and internal departments throughout Calabrio to promote the voice of the customer, tackle complex problems and help drive product direction that delivers solutions to our customers biggest challenges. She has previously been a Project Manager and Customer Success Manager working with many of Calabrio’s Enterprise customers.
With a decade of experience, Florian has held many roles within the contact center industry. After moving to the US and starting as a bilingual agent, he now has the privilege of sharing his experience and knowledge as a Product Marketing Manager at Calabrio. Apart from playing guitar or flying planes, he is inspired daily by his wife and daughter, living in a coastal town on the Easter seaboard.
Florian has a unique take on the technology and challenges that Customer Experience organizations face today and looks forward to every interaction with CX professionals.