C3 2018 Speaker Spotlight: Q&A with Alex Wozniak, Superior Propane

With Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting a few of our customer presenters on the Calabrio blog in a Speaker Spotlight series.

Alex Wozniak, director of shared services at Superior Propane, will be sharing what Intraday Management with Calabrio (WFM) is and why it’s so important for the success of your contact centre. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Centre in Nashville, TN.

Name: Alex Wozniak

Company: Superior Propane

Title: Director of Shared Services, Customer Experience

Experience: Two years at Superior Propane, 15+ years in shared services focused on setting up and leading captive call centres, onshore and in South East Asia, five years managing a BPO relationship offshore prior to building our own captive site

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

Alex: I’d say there’s a couple things I’m really looking forward to.  First, it would be the feedback and questions that will come during the Intraday Management in Action session. I always enjoy providing input for others on their workforce journey, but equally look forward to their feedback and unique ideas that we may be able to capitalise on.  Second, analytics, analytics and analytics.  We’ve just begun a managed services programme with the Calabrio team that will enable us to enhance our use of the analytics platform, I really want to learn more about how to take our data to the next level and drive results. My last focus is networking with the other attendees and the Calabrio team. The depth of knowledge at the conference is always outstanding and a great way to get new ideas for your own roadmap.

Q: What are you passionate about?

Alex: People are my first passion. Being directly involved with an individual’s development is one of the most exciting things I get to do. That moment when I see them get it and run with something is just an awesome feeling.  Watching someone move up the ranks to take your role as you progress yourself is a phenomenal experience.

Right behind people–crunching data. I love the essence of being elbow deep in data and analysing it as it goes from a problem to a solution.

Q: Why should people attend your session, Intraday Management in Action? What will they learn?

Alex: Whether you’re new or a seasoned vet when it comes to intraday contact centre management, I think we’ll show you some cool ways to analyse the day’s activities real-time, and how to provide a simple view of the core metrics to management which can be understood in seconds.  For anyone that hasn’t adopted a full intraday analyst role, our session will show you a typical day-in-the-life of a workforce analyst and how the output they provide enables contact centre leadership to make real time decisions that can impact your customer experience.

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?

Alex: “Run to the Hills” by Iron Maiden. Yes, I said it–Iron Maiden in the country music mecca.

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.

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.