Webinar On-Demand
A Proactive Approach to Forecasting Beyond the Contact Center
Featuring Calabrio Customer Cummins, Inc.
Cummins Inc., a global power leader and winner of Calabrio’s Trailblazer award, is a corporation of complementary business units that design, manufacture, distribute, and service a broad portfolio of power solutions. With a unique approach to forecasting that helps them anticipate customer and business needs, Cummins has developed a new and highly effective service model.
In this ssion, John Weippert, Global Customer Support Systems Manager at Cummins, and Dave Hoekstra, WFM & Product Evangelist at Calabrio, discussed Cummins’ unique approach to delivering proactive service solutions, both within and beyond the contact center.
Watch the webinar to learn how Cummins:
- Uses technology to predict service needs and maintenance for their machines
- Increases efficiency and ROI for the business by taking a proactive versus reactive approach
- Utilizes workforce technology in a forward-thinking, innovative way to address business and customer needs
John Weippert, Cummins, Inc.
Global Customer Support Systems Manager
John has nearly 20 years of experience leading contact center groups, including sales, and serving teams ranging from a handful to several hundred agents. In his current role with Cummins, John leads the WFO team for Cummins Care including WFM, CQM, Analytics and Advanced Reporting. The Cummins Care organization is comprised of a Level 1 contact center located in Nashville and Level 2 contact center agents remotely spread throughout North America. John brings excitement to leverage his years of contact center management experience and the Calabrio suite of tools to create a best-in-class customer experience to all Cummins Care customers.
Dave Hoekstra, Calabrio, Inc.
Product Evangelist
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.