C3 2017 Speaker Spotlight: Q&A with Andrew Stein & Sam Kem from Chewy

We are just a week out from Calabrio Customer Connect (C3), October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas. Check out the latest from the 2017 Speaker Spotlight series.

Andrew Stein, director of customer service, and Sam Kem, director of workforce management, at Chewy, will share what they learned from implementing Calabrio WFM, and gaining efficiency while still expanding their contact centre staff.

Here’s a quick preview of what to expect from this dynamic duo.

Name: Andrew Stein and Sam Kem

Company: Chewy

Title: Andrew Stein, Director of Customer Service & Sam Kem, Director of Workforce Management

Years of Experience: Over 15 years of contact centre experience between them

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

Andrew: I’m interested in learning how other companies are overcoming similar obstacles as Chewy. Namely, balancing efficiency with ultra-rapid growth in a high-service-level environment.

Sam: I’m looking forward to meeting other contact centre professionals who are using the same tools as I am, and learning how they are solving their real-world challenges.

Q: What are you passionate about?

Andrew: Inside the contact centre, I love finding ways to improve speed without affecting the customer experience. When I can make a customer service representative faster without them even realising it by improving the system around them, I get giddy inside. Outside of work, I love a good game of chess and re-watching episodes of Seinfeld.

Sam: I am extremely interested in the use of advanced technologies and best practises to improve the customer experience and deepen employee engagement.

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

Andrew: People use the term “unique” a lot, but Chewy uses it correctly. We are quite literally unique. Everything from our growth—275 to 1,000 people in less than 12 months—to the record-breaking service levels, to the customer stories, and becoming the largest e-commerce acquisition of all time. We’ve done all of that while maintaining a strong focus on customer engagement. Adding a layer of efficiency on top is both entertaining and scholastic.

Sam: At our session, you’ll have a chance to hear from an organisation going through exponential growth and the ups and downs that comewith scaling to that growth. Like Andrew stated, it’s truly a unique and amazing story that will leave you with plenty of takeaways.

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.