C3 2018 Speaker Spotlight: Q&A with Josie Trimnal, Grand Canyon University

With only a few weeks remaining until Calabrio Customer Connect (C3) 2018, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series.

Josie Trimnal, operations quality analyst at Grand Canyon University, will be sharing the results her organisation has seen since implementing evaluator goals on a full-time basis and the lessons they’ve learned along the journey. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Centre in Nashville, TN.

Name: Josie Trimnal

Company: Grand Canyon University

Title: Operations Quality Analyst, Calabrio Administrator

Experience: I have been with Grand Canyon University for 9 years and we’ve been using Calabrio for the past 5 years

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

Josie: C3 has become a highlight of my year!  I am really looking forward to seeing all the people that I’ve met over the past few years and learning new tips and tricks that I can apply when I return.  Each year, I focus on one or two major items that I learn at the conference and spend the next year working to implement that knowledge to perfect processes within our organisation.

Q: What are you passionate about?

Josie: Because of my position, I live, breathe, sleep and eat Calabrio QM.  I am very passionate about creating processes that will make the jobs of the admins and end users as efficient as possible.  I love working with the Calabrio engineers to implement new ideas that can do this.  For the past 2 years, I’ve been working diligently with my partner in crime, Ryan Mauldin, to make the Goals process as efficient as possible.

Away from work, I am passionate about my faith, my family, my friends, the beach and all things Star Wars and Disney.

Q: Why should people attend your session, Contact Centre Spotlight: Grand Canyon University Gains QM Efficiencies with Evaluator Goals? What will they learn?

Josie: I would love for anyone who would like to streamline their call evaluation process to attend my presentation.  We will explore the process of creating and using goals and how to use this process to improve efficiencies, not only for those who evaluate calls but also for the organisation as a whole.

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?

Josie: The best song that I think will amplify the party is “Am I the Only One?” by Dierks Bentley.

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.