C3 2017 Speaker Spotlight: Q&A with Cassy Dunn, Business Process Improvement & Programme Manager, Paychex

We’re less than one month away from C3 and here’s another instalment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series.

Cassy Dunn, business process improvement and programme manager at Paychex, will present about change management and how the Paychex Centre of Excellence is supporting employee engagement during C3, October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas.

Name: Cassy Dunn

Company: Paychex

Title: Business Process Improvement & Programme Manager

Years of Experience: 12 years with Paychex

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

Cassy: There are so many things to be excited for this year at C3! I am excited to have the opportunity to network with other workforce management professionals and to learn how they have been leveraging Calabrio ONE to drive operational excellence. Also, I’m excited to learn about the direction of the industry and what new products/features Calabrio is bringing to the forefront to address those trends. Finally, this year I get to share the experience with my team!

Q: What are you passionate about?

Cassy: I am passionate about empowering people with the right data to make crucial business decisions both for our clients and for our employees. As workforce management professionals, we need a rich understanding of people, process and data. Making sense of all three so that we can enact meaningful change is what drives me.

Outside of the contact centre I am a mom of three, which keeps me busy!

Q: Why should people attend your session? What will they learn?

Cassy:  Anyone who has been confronted with the following questions should attend my session:

• How do you approach WFM metrics and tool standardisation across multiple geographically and content diverse centres?
• How do you tackle the challenges of varying levels of workforce management maturity?
• How do you crack the culture and drive an appetite for WFM where there was none before?

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 practises 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.

Ashley Kessler

As Senior Manager of Marketing in EMEA, Ashley oversees all marketing initiatives for Calabrio in the region, including lead generation, business development and customer and partner engagement programs. Since joining Calabrio in 2012, she has held positions in technical writing and product marketing and relocated to Calabrio’s London office in 2018. Ashley holds a B.A. degree in philosophy from the University of Saint Thomas in Saint Paul, Minnesota.