C3 2017 Speaker Spotlight: Q&A with Ryan Bradley, Director of Center of Excellence

With Calabrio Customer Connect (C3) 2017 fast approaching, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series.

I connected with Ryan Bradley, director of the Center of Excellence at Erie Insurance, to talk employee engagement and data strategy. Ryan will be a part of our analytics expert panel at C3, October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas.

Name: Ryan Bradley

Company: Erie Insurance

Title: Director of Center of Excellence

Years of Experience: 21 years in the industry, 2 years with Erie Insurance

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

Ryan: I love interacting with my industry peers and all the Calabrio experts. I have the opportunity to learn new functionalities with Calabrio ONE and am able to connect with people who are facing the same business challenges and opportunities that I am. To have this all in one place is an incredible learning experience that I always have marked on my calendar.

Q: What are you passionate about?

Ryan: Inside the contact center, I am passionate about enhancing the agent experience with agile technology tools that can leverage information to drive engagement. It is very rewarding to create an environment where agents can thrive with minimal supervision.

Outside of my professional life, I am a baseball fan. More specifically, Branch Rickey and modern sabermetrics. Branch Rickey was the general manager of the Dodgers in the 1940’s who helped break the color barrier when he brought Jackie Robinson to Major League Baseball. His alternative views on baseball performance measurements are the most widely used methodology across all sports today.

Q: You’re participating in an expert panel on contact center analytics. Why should people attend this session? What will they learn?

Ryan: We are going to have a values-based conversation around data and analytics. As someone who has built an analytics department from the ground up, I can offer straight talk on data and analytics and help your company and contact center do more with your contact center data.

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.