Work life will never be the same again. For contact center managers, this is both an opportunity and a challenge.
Simply put—we are in uncharted territory. It’s better to embrace that reality and adapt to meet ever-changing customer and employee needs.
Those needs are the focus of our newest report, “The State of the Contact Center: Embracing the Evolving World of Work." This unveiling webinar summarized key statistics from the report and offered additional questions for managers looking to lead in this "next normal."
The report examines:
- How the contact center has changed—permanently
- How the pandemic is driving a new customer experience mindset
- How the demand for contact center analytics drives new investments
- How workplace flexibility will evolve and standardize
As the dust settles and new paradigms emerge, contact centers will need to move toward a more proactive approach. Calabrio stands ready to help you meet these challenges.
Dave Hoekstra
WFM Evangelist
Dave 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.
Maribel Lopez
Founder & Principal Analyst, Lopez Research
Maribel is the founder of Lopez Research, a market research and strategy consulting firm. She's also the co-founder of the Emerging Technology Research Council, a community of business and technical leaders in Fortune 1000 companies focused on driving innovation and business value by leveraging emerging technologies. Currently her firm researches mobility, cloud, IoT, customer experience and Artificial Intelligence. Her clients range from start-ups to global firms, including 10 of the Fortune 30.
Paul Stockford
Chief Analyst, Saddletree Research
Paul Stockford is the President and Chief Analyst at Saddletree Research, based in Scottsdale, Arizona. Founded in 1999, Saddletree Research focuses its research efforts on innovative, high-growth-potential companies, technologies, and solutions in the contact center industry. 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.
Brad Snedeker
Director of Innovation
Brad Snedeker is the Director of Customer Advocacy at Calabrio. With over 20 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s head of Customer Advocacy, he works directly with users to teach and develop new and innovative techniques to implement customer engagement and WFO best practices.
Adrian Swinscoe
CX Advisor & Best-Selling Author
Adrian is an independent advisor, speaker and best-selling author on customer service, experience and engagement. He has worked with a range of well known brands as well as numerous fast-growing and entrepreneurial firms. He also has published a best-selling book (April 2016 - Pearson) called How To Wow and have recently published a new one: PunkCX.
