C3 2018 Speaker Spotlight: Q&A with Raymon Bickell, Consumer Cellular

Calabrio Customer Connect (C3) 2018 is next week! We can’t wait to see you all there. Check out our latest in the 2018 Speaker Spotlight series.

Raymon Bickell, workforce management planner at Consumer Cellular, will be sharing how his company takes a proactive approach to staffing, in addition to his best practises for building a successful cross-functional staffing meeting, how to use automation to your advantage and how to engage front-line employees using fun exercises and games. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Centre in Nashville, TN.

Name: Raymon Bickell

Company: Consumer Cellular

Title: Workforce Management Planner

Experience: I have been with Consumer Cellular for 6 years and have been in the WFM/scheduling world for over 22 years working closely with multi-site scheduling

Q: What are you most looking forward to at C3 2018 and why?

Raymon: I’m really looking forward to putting on my cowboy boots and hitting the dance floor! On a serious note, I’m mostly looking forward to networking with people that are in my field and learning new ways to streamline call centre processes to help balance the customer and the employee experience while balancing the company’s needs.

Q: What are you passionate about?

Raymon: In the contact centre, I’m passionate in educating people on scheduling strategies, creating and building processes that will have a positive ROI for the company, and building a proactive and effective partnership with my peers. Bringing knowledge, planning, buy-in and effective execution on business directives is always the goal. I love watching departments come together and become one team.

Outside the contact centre, I’m passionate about working in the community. I’m a children’s director at my church where I run the K-5th department. I also volunteer my time at two high schools in their theatre department. I love leaving a legacy in building the minds and values of the future workforce.

Q: Why should people attend your session, Take Charge! Why Consumer Cellular Chose a Proactive Approach to Staffing? What will they learn?

Raymon: I would recommend my session if you are:

• A new or potential Calabrio user
• Either in the planning or implementation phase in building a WFM department
• Wondering how to get in front of call curve before it happens

In this presentation, we will cover the planning phase for the different roles that WFM has, what it takes to build a successful staffing meeting, and how to use automation to its full potential. We may even play a game that helps build engagement among frontline employees.

Q: The theme of this year’s conference is Amplify the Connection. What’s one song you’d love to hear amplified at the C3 customer appreciation party?

Raymon: My favorite country singer is Reba, but my favorite swing dance song is either “Callin’ Baton Rouge” by Garth Brooks, or “Sold” by John Michael Montgomery.

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.

Julianna Thomas

Julianna Thomas, Customer Marketing Specialist, is responsible for creating captivating experiences for Calabrio customers. Julianna works to create engaging content and relationships, and add a little fun to each Calabrio customers’ day. She has been with Calabrio for a little over a year and holds a B.A. in marketing from the University of Minnesota.