C3 2017 Speaker Spotlight: Q&A with Jaslyne Halter, Contact Center Analyst II at Erie Insurance

(C3) is just around the corner! Check out our latest in the 2017 Speaker Spotlight series.

Jaslyne Halter, contact center analyst II at Erie Insurance, will be discussing how to transition from a part time contact center into a fully functioning, 24/7 contact center with Calabrio Workforce Management (WFM) at the center of the change. C3 takes place October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas.

Name: Jaslyne Halter

Company: Erie Insurance

Title: Contact Center Analyst II

Years of Experience: 2 years

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

Jaslyne: I am looking forward to sharing my experiences with Calabrio users and speaking with other Calabrio customers to learn how I can better leverage Calabrio WFM. With that said, I might be more excited to meet and speak with the potential Calabrio customers. It’s so easy for a company to give their pitch for why their product is the best investment for an organization to make, but when you can talk to real customers, it makes all the difference.

Q: What are you passionate about?

Jaslyne: I think my biggest passion inside the contact center is identifying the trends and patterns in the center—whether it’s call distribution or staffing patterns—and doing whatever I can to ensure that the customers get their “Above all in sERvIcE” experience. That’s our motto here at Erie Insurance.

Also, I take pride in making sure that employees feel like they are getting taken care of. There must be a balance between customer and employee experience, and when an employee makes a point to reach out and tell me that they appreciate me, it makes me happy to know that I’m doing my job well!

Outside of the office, I spend most of my time working on my master’s coursework. I’m counting down the days until I’m done! I also enjoy volunteering and making wine. I try to assist with at least one Habitat for Humanity build each summer, and when winter rolls in, I do a lot at the local overflow shelters. I love knowing that I am really making a difference to someone. Outside of volunteering, I live in the heart of the Lake Erie Wine Trail, so I enjoy wine tastings and making my own wines. Riesling and cabernet are my staples.

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

Jaslyne:  When implementing any WFM system, there are going to be bumps in the road to get it fully operational. My experience is coming from a center that is still working to get over the hurdle of transitioning from an after-hours, part-time center, to a full-time, 24/7 center. Attendees will learn what we are currently working on in that center, and perhaps it will give them some ideas. The learning will be interactive between myself, Raymon, the Calabrio experts, and the audience. I’m confident that I will be leaving C3 with a list of ideas to make my own work environment a better one!

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.