The Beginner’s Guide to the Intelligent Contact Center

You see the sheer volume of data coming into your contact center and understand the value it represents to your organization. But how can you extract insights without a degree in data science?

This session will cover practical tips to help you create intelligence from your contact center data and share it across your organization. You’ll learn what to look for in a contact center reporting solution and then see a short demo of the new reporting capabilities in Calabrio ONE.

Craig Todd, Director of Solutions Engineering, Calabrio
Craig Todd, Director of Solutions Engineering for Calabrio’s Vancouver-based Center of Excellence for customer and employee engagement, is a veteran of the business intelligence software industry, most notably working with over 700 software partners as head of pre-sales for the OEM division of Crystal Reports. Prior to joining Calabrio, he was Vice President of Customer Success at Stytch, the cloud reporting platform for Symmetrics Business Intelligence, and Worldwide Director of Presales at 90 Degree Software, a report writing technology acquired by Microsoft to enhance SQL Server Reporting Services. In addition, Craig spent several years in the CRM community, as Director of Sales Engineering with GaleForce Solutions, working with financial services industry leaders using Microsoft CRM. Craig is a respected and invited speaker at many software industry events and holds several industry accreditations.

Richard McElroy, General Manager, Calabrio Canada
Richard McElroy, managing director of Calabrio’s Vancouver-based Center of Excellence for customer and employee engagement, brings 20 years of high tech and Business Intelligence software industry experience. Prior to joining Calabrio, he played a leading role at Symmetrics in spearheading the company’s significant revenue, customer base, channel and vendor partner growth along with setting and executing on the company’s overall product, sales and marketing strategies. As an experienced, hands-on senior leader, Richard is instrumental in the evolving development and marketing of Calabrio Advanced Reporting, a multi-tiered contact center performance management application which delivers data integration, reporting, analytics and information management.