Webinar on Demand: Human Centered Design -

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Enhancing Customer and Employee Experiences Through Human-Centered Design

About the Webinar

Clare Muscutt, Founder and Director, CMXperience

Clare Muscutt is a Customer Experience Entrepreneur and well-rounded strategic problem solver, who decided to make the leap from client side, into the freelance and consultancy world.
Having held a number of senior CX leadership roles in Marketing and Retail, across a number of sectors, working with some of the UK’s best known brands, Clare has finely tuned her expertise to be able to design and deliver industry leading customer experiences and services, yielding innovative concepts that deliver the desired results for her clients at pace.

Dave Hoekstra, Product Evangelist, Calabrio, Inc.

When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.

Dave Hoekstra - Calabrio

RESEARCH REPORT

State of the Contact Center 2021: Cloud is here. What’s next?

The modern multi-channel contact center has entered a Cloud-Smart Era.

WFM Product Demo

Elevate Your Approach to
Workforce Management

Watch the Calabrio Workforce Management demo to learn about our modern approach to workforce management.

Webinar On-demand

Expert Panel: Empower your workforce
with a smarter approach

Join our panel as they travel through a smarter approach to maintaining proactive empowerment, education and management of remote and hybrid teams

Report

DMG 2020-2021 Workforce Optimization
Product and Market Report

The 2020-2021 Workforce Optimization and Market Report foucuses on customer satisfaction in four different areas: overall vendor satisfaction, WFO suite module satisfaction, WFO suite feature satisfaction and WFO suite effectiveness.

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