The Contact Center as Your Brand Guardian: How 3 Companies Drove Real Revenue Using Analytics | Calabrio

The Contact Center as Your Brand Guardian: How 3 Companies Drove Real Revenue Using Analytics

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Common misbeliefs about the contact center: it stands apart from the rest of the organization; it is a cost center; agents just answer support calls. No, today’s contact center is the virtual front door of the company, making it the real brand guardian for your organization. Agents and the service contact centers provide are often the make-or-break factor in consumer loyalty. In fact, 87% of contact center managers agree that brand perception directly impacts overall company revenue.

But the common question is how to build this brand guardianship and drive tangible impact? The answer: More intelligent, value-driven programs backed up by technology that is analytics fueled, and human centered. But don’t take our word for it.

In this webinar, you’ll hear how three organizations dug into voice-of-the-customer intelligence and uncovered genuine insights to produce tangible results:

  • Peckham drove an impressive $2.7 million in top-line revenue
  • Idaho Central Credit Union eliminated 9,000 repeat calls
  • Cummins recovered nearly 160k due to non-productivity


Learn from the real-life projects of Peckham, ICCU and Cummins and discover how you too can turn your contact center into a brand guardian by transforming challenges into opportunities using interaction analytics.

Dave Hoekstra,

Product Evangelist, Calabrio

Dave Hoekstra has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.

Wendy Cutler,

IT Service Desk Workforce Specialist and Calabrio SME, Peckham Inc.

Wendy has been with Peckham Inc., a non-profit vocational rehabilitation organization that provides job training for persons with disabilities and other barriers to employment for six years. She is the IT Service Desk Workforce Specialist and Calabrio SME, leading the workforce team for one of their U.S. government contracts, assisting in training of staff and working with IT on all things Calabrio. She strives to optimize agents work/life balance while also exceeding client expectations.

Brian Bunderson,

Member Contact Center Manager, Idaho Central Credit Union

Brian Bunderson is the Member Contact Center Manager at Idaho Central Credit Union, one of the fastest growing credit unions in the Nation. He graduated from Idaho State University with a bachelor’s degree in Human Resources/Training and Development in 2007. He has been at Idaho Central Credit union since 2015. Idaho Central is a premier credit union in Idaho and offers full-service locations throughout Idaho and Spokane, Washington. Brian and his wife Jen have three children. They spend many of their evenings trying to keep up with all of the sports their kids are involved in. He really enjoys coaching his kids in sports and is actively involved in volunteering in the community.

Charlie Brown,

Sr. Supervisor of WFM, Quality, and Analytics, Cummins Care

Charlie Brown is a military veteran that has been working for Cummins Care for 6 years and has almost 20 years of experience in the automotive industry as a technician, project manager, and in call center operations. He currently is the Sr. Supervisor of WFM, Quality, and Analytics for the Cummins Care organization. Charlie lives in Murfreesboro, TN with his wife and 2 children and enjoys working in the garden, riding his motorcycle, woodworking, and spending time with his kids.


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