C3 2018 Speaker Spotlight: Q&A with Mike Hedin, Young Living Essential Oils

With Calabrio Customer Connect (C3) 2018 less than a month away, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series.

Mike Hedin, forecasting and scheduling manager at Young Living Essential Oils, will be sharing best practises for rolling out a new WFO tool globally, and ways to keep improving your contact centre even after you have implemented Calabrio. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Centre in Nashville, TN.

Name: Mike Hedin

Company: Young Living Essential Oils

Title: Forecasting and Scheduling Manager

Experience: 2.5 years with Young Living and 8 years in the contact centre industry

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

Mike: I’ve had the chance to attend C3 the last two years, and each year I have walked away with something that I can immediately implement with my team and in our contact centre. I’m excited to see what we will learn this year and how what we learn will help our centre. I’m looking forward to learning during the breakout sessions and to gaining insight from fellow Calabrio users. The conference is a great opportunity to be surrounded by people who share the same passion and excitement for contact centres.

Q: What are you passionate about?

Mike: When I’m at work, I’m passionate about innovating, moving forward and helping to support a legendary customer experience. I’m also passionate about implementing new processes and procedures and helping my team grow. When I am not at work, I love spending time with my wife and five kids.

Q: Why should people attend your session, The Human Side of WFM and Change Management? What will they learn?

Mike: I would recommend my session if you are:

• In the process or about to implement Calabrio
• In the process of upgrading to a new version of Calabrio
• If you are looking for tips and tricks on how to manage change in your contact centre

This presentation is for new to intermediate users of Calabrio.  I hope that this session will help others navigate the change that comes from implementing or upgrading and that people will walk away knowing what can be done to ensure ongoing success.

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?

Mike: I am a self-proclaimed nerd, but like any good nerd I love music. I would love to hear “Don’t Stop Believin’” by Journey. It’s a classic.

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.