C3 2017 Speaker Spotlight: Q&A with Ryan Bradley, Director of Centre of Excellence.

With Calabrio Customer Connect (C3) 2017 fast approaching, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series.

I connected with Ryan Bradley, director of the Centre of Excellence at Erie Insurance, to talk employee engagement and data strategy. Ryan will be a part of our analytics expert panel at C3, October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas.

Name: Ryan Bradley

Company: Erie Insurance

Title: Director of Centre of Excellence

Years of Experience: 21 years in the industry, 2 years with Erie Insurance

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

Ryan: I love interacting with my industry peers and all the Calabrio experts. I have the opportunity to learn new functionalities with Calabrio ONE and am able to connect with people who are facing the same business challenges and opportunities that I am. To have this all in one place is an incredible learning experience that I always have marked on my calendar.

Q: What are you passionate about?

Ryan: Inside the contact centre, I am passionate about enhancing the agent experience with agile technology tools that can leverage information to drive engagement. It is very rewarding to create an environment where agents can thrive with minimal supervision.

Outside of my professional life, I am a baseball fan. More specifically, Branch Rickey and modern sabermetrics. Branch Rickey was the general manager of the Dodgers in the 1940’s who helped break the colour barrier when he brought Jackie Robinson to Major League Baseball. His alternative views on baseball performance measurements are the most widely used methodology across all sports today.

Q: You’re participating in an expert panel on contact centre analytics. Why should people attend this session? What will they learn?

Ryan: We are going to have a values-based conversation around data and analytics. As someone who has built an analytics department from the ground up, I can offer straight talk on data and analytics and help your company and contact centre do more with your contact centre data.

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.