C3 2018 Speaker Spotlight: Q&A with Mike Hedin, Young Living Essential Oils

With Calabrio Customer Connect (C3) 2018 less than a month away, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series.

Mike Hedin, forecasting and scheduling manager at Young Living Essential Oils, will be sharing best practices for rolling out a new WFO tool globally, and ways to keep improving your contact center even after you have implemented Calabrio. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville, TN.

Name: Mike Hedin

Company: Young Living Essential Oils

Title: Forecasting and Scheduling Manager

Experience: 2.5 years with Young Living and 8 years in the contact center industry

Q: What are you most looking forward to for C3 2018 and why?

Mike: I’ve had the chance to attend C3 the last two years, and each year I have walked away with something that I can immediately implement with my team and in our contact center. I’m excited to see what we will learn this year and how what we learn will help our center. I’m looking forward to learning during the breakout sessions and to gaining insight from fellow Calabrio users. The conference is a great opportunity to be surrounded by people who share the same passion and excitement for contact centers.

Q: What are you passionate about?

Mike: When I’m at work, I’m passionate about innovating, moving forward and helping to support a legendary customer experience. I’m also passionate about implementing new processes and procedures and helping my team grow. When I am not at work, I love spending time with my wife and five kids.

Q: Why should people attend your session, The Human Side of WFM and Change Management? What will they learn?

Mike: I would recommend my session if you are:

• In the process or about to implement Calabrio
• In the process of upgrading to a new version of Calabrio
• If you are looking for tips and tricks on how to manage change in your contact center

This presentation is for new to intermediate users of Calabrio.  I hope that this session will help others navigate the change that comes from implementing or upgrading and that people will walk away knowing what can be done to ensure ongoing success.

Q: The theme of this year’s conference is Amplify the Connection. What’s one song you’d love to hear amplified at the C3 customer appreciation party?

Mike: I am a self-proclaimed nerd, but like any good nerd I love music. I would love to hear “Don’t Stop Believin’” by Journey. It’s a classic.

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.

Ella McKown

Ella McKown, Sr. Customer Marketing Specialist, is responsible for creating captivating moments for Calabrio customers. Ella works to amplify customer stories and foster relationships, while adding joy to our customers’ experience. She joined Calabrio in 2020 and has been a B2B tech marketer for six years. She holds a B.A. in Business Leadership and French from the University of Puget Sound.