C3 2017 Speaker Spotlight: Q&A with Cassy Dunn, Business Process Improvement & Program Manager, Paychex

We’re less than one month away from C3 and here’s another installment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series.

Cassy Dunn, business process improvement and program manager at Paychex, will present about change management and how the Paychex Center of Excellence is supporting employee engagement during C3, October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas.

Name: Cassy Dunn

Company: Paychex

Title: Business Process Improvement & Program Manager

Years of Experience: 12 years with Paychex

Q: What are you most looking forward to for C3 2017 and why?

Cassy: There are so many things to be excited for this year at C3! I am excited to have the opportunity to network with other workforce management professionals and to learn how they have been leveraging Calabrio ONE to drive operational excellence. Also, I’m excited to learn about the direction of the industry and what new products/features Calabrio is bringing to the forefront to address those trends. Finally, this year I get to share the experience with my team!

Q: What are you passionate about?

Cassy: I am passionate about empowering people with the right data to make crucial business decisions both for our clients and for our employees. As workforce management professionals, we need a rich understanding of people, process and data. Making sense of all three so that we can enact meaningful change is what drives me.

Outside of the contact center I am a mom of three, which keeps me busy!

Q: Why should people attend your session? What will they learn?

Cassy:  Anyone who has been confronted with the following questions should attend my session:

• How do you approach WFM metrics and tool standardization across multiple geographically and content diverse centers?
• How do you tackle the challenges of varying levels of workforce management maturity?
• How do you crack the culture and drive an appetite for WFM where there was none before?

About Calabrio Customer Connect (C3)

Calabrio’s annual user conference, Calabrio Customer Connect (C3), is two and a half days of in-depth learning and networking. Through dozens of breakout sessions and roundtable discussions, attendees will learn from experts spanning industries. Share best practices and lessons learned with your peers. Speak with Calabrio executives and technical experts to get more value from your investment in Calabrio solutions and to provide feedback for future products.

For a full agenda and more information about C3, visit calabriocustomerconnect.com.

Magnus Geverts

Magnus Geverts is the Vice President of Product Marketing at Calabrio. He has over two decades of experience in the workforce engagement management and customer service space, working in a mix of roles and departments across the world: from R&D to consultancy to his role as Chief Business Development Officer at Teleopti. Today, he oversees Calabrio’s product go-to-market efforts. Magnus works closely with product line managers who shape the roadmap and strategies for the full Calabrio suite and oversees the product marketing team to offer software that enables users, engages frontline employees and elevates the end-customer experience.