C3 2018 Speaker Spotlight: Q&A with Ankur Shah, LendingClub

Calabrio Customer Connect (C3) is just around the corner! Check out the latest instalment of our 2018 Speaker Spotlight series.

Ankur Shah, senior manager of operations analytics at LendingClub, will be sharing how to use Calabrio WFM to drive efficiencies in back office environments during C3 2018, September 10-13 at the Gaylord Opryland Resort & Convention Centre in Nashville, TN.

Name: Ankur Shah

Company: LendingClub

Title: Senior Manager, Operations Analytics

Experience: 3 years with LendingClub, 13 years in analytics

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

Ankur: I’m looking forward to hearing about the new features in Data Explorer and predictive CSAT scores! I also want to meet other customers that have already transitioned to Calabrio Cloud and how they are using Data Explorer to build custom dashboards and derive insights.

Q: What are you passionate about?

Ankur: We use so many disparate systems to run our business that it can seem daunting to understand the inter-relationships between them. That’s where I come in. My team combines data across our contact centre, workforce management and proprietary databases to build unified dashboards that our business partners can use to understand performance, derive insights and make informed decisions. I’m also passionate about building scalable analytics solutions that last the test of time, and finding answers to questions before the business has thought to ask them.

Q: Why should people attend your session, To Boldly Go: Using Calabrio to Drive Efficiencies in the Back Office? What will they learn?

Ankur: The principles of workforce management in a contact centre can be extended to other domains, including non-interactive customer facing roles–think document processing, underwriting or claims processing. At LendingClub, we have iterated through several approaches to arrive at a solution that works for our credit review team. We got here by conducting time study tests, modularizing workload and using Calabrio to treat those modules as virtual queues.

We would love to share our journey and ideas with you–hopefully you can find parallels in your own business and we can get new ideas from your experiences!

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?

Ankur: Maroon 5 “Girls Like You.”

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.