In “The State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian,” Calabrio surveyed 500 consumers and contact center professionals across the US, UK, DACH, and the Nordics. We uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians.
Join our webinar to learn from a panel of experts, including customer experience leader Nate Brown, as they dive into the results—and create an action plan for what contact centers need to do next for true brand guardianship.
In this webinar, you’ll learn:
Let’s cut to the chase—the contact center has never been in such a powerful position. Join this webinar to make sure the gap between consumer beliefs and contact center manager perceptions doesn’t ruin this opportunity for you.
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.
Nicole Price is a Principal Strategic Consultant at Calabrio with over a decade of experience coxswaining Global Workforce Engagement Management and Customer Experience programs, first in High Tech and later in BPOs. Nicole geeks out on empowering organizations to use technology and data to drive exceptional Customer Experiences and enjoys hyper-focused research. A typical Xennial, Nicole can be found in her natural habitats riding the rail at rock concerts and drinking margaritas on the beach with her husband, or obsessing over the latest Jane Austen adaptation with her friends.
Dave Hoekstra has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.
David has been with GreenPath Financial Wellness for 15 years and oversees the client-facing world of the workforce — from the team that handles the very first call a client makes, to the team that advise and support clients as they work to meet their financial goals. David also oversees the Workforce Management and Quality Assurance teams which ensure that team members are providing clients with a world-class financial wellness experience. David is a graduate of the Jacob D. Fuchsberg Law Center of Touro College in New York, and earned a bachelor’s degree in Political Science at Michigan State University where he was a student manager for the Men’s Basketball team, under Coach Tom Izzo.