After two years of being apart, we are excited to bring Calabrio Customer Connect (C3) to the Gaylord Palms in Orlando, Florida, from September 26 to 29. To get you fired up about the event, we’re spotlighting a longtime Calabrio customer who will be in attendance.

Hear from Josie Trimnal, Quality Assurance System Administrator/Calabrio Administrator, as she shares tips and tricks for getting back into the networking game, recognizing employees and ensuring quality.

Name: Josie Trimnal
Company: Grand Canyon Education
Title: Quality Assurance System Administrator/Calabrio Administrator
Experience: Grand Canyon Education employee for 13 years and Calabrio customer for the past 9 years

Q: THIS YEAR’S THEME IS “POWER UP.” WHAT ARE YOU MOST LOOKING FORWARD TO AT C3 2022 IN ORDER TO POWER UP YOUR CONTACT CENTER AND CAREER?

JOSIE: Since the last C3, in person, we have upgraded our Calabrio ONE Suite and are very excited to learn more about Data Explorer (DX) and how it can help to power up our reporting. Attending sessions specific to DX will help us improve on what we have already learned, leverage data to improve our customer experience, conduct risk analysis and power up what we can share with the organization in meeting our objectives. On a personal level — as a career objective — I’m really excited to learn more about performance coaching.

Q: OF THE SESSIONS RELEASED THUS FAR, WHAT SESSION(S) ARE YOU MOST LOOKING FORWARD TO? WHO ARE YOU EXCITED TO SEE?

JOSIE: Some of the sessions that I’m really looking forward to are:

• The Great Reshuffle: How to Manage it and Drive Employee Engagement
• 45 Ideas in 45 Minutes! (Hosted by Dave Hoekstra, this one is always SUPER fun!)
• Reinvigorate Your Training: Beginner’s Guide to Performance Coaching
• Power Up Your Reporting with Calabrio Data Management

YOU CAN VIEW ALL THE SESSIONS HERE. 

I’m really looking forward to seeing people that I’ve met and developed relationships with at past C3 events and people that I’ve “met” virtually through the monthly Customer Linkups. I ALWAYS look forward to seeing the Calabrio team, having a drink and some laughs. They are what make C3 super special in my opinion.

Q: WHAT ARE SOME OF THE WAYS YOU KEEP YOUR AGENTS FIRED UP ABOUT THE WORK THEY’RE DOING?

JOSIE: One of the most exciting ways we have been able to keep our agents fired up is the use of a recognition program called the QA 100 Club. Successful teams and individuals are recognized amongst their peers, teams and groups with monthly and quarterly emails, certificates of recognition and points that can be turned in for prizes. We’ve found that our agents take great pride in being part of the QA 100 Club and receiving the recognition they deserve for a job well done.

Q: AFTER TWO YEARS OF BEING APART AND FINALLY COMING BACK TOGETHER, DO YOU HAVE ANY TIPS AND TRICKS FOR NETWORKING AT C3?

JOSIE: My biggest tip is to meet EVERYONE you can. When you don’t know the person next to you, introduce yourself. Ask them where they work, what they do, what they like most about Calabrio and what are areas that can possibly be improved on. By doing this, you may find someone who can become a great resource as you navigate your own job. I’ve also met people who I’ve been able to refer others to when I’m asked questions that I am unable to answer. Get to know the Calabrio employees. They LOVE to meet customers and are also amazing resources to have in your pocket. Lastly, meet Tom and the other executives! Don’t be afraid to introduce yourself to the executive team. Even as the company has grown, they still love to meet us and socialize.

Q: WHAT ARE YOU PASSIONATE ABOUT, BOTH IN AND OUT OF WORK?

JOSIE: At work, since it is my main responsibility, I am incredibly passionate about learning all things Calabrio. I love to learn the intricacies of the suite and how it can be leveraged to make the jobs of everyone in my organization easier and more efficient while maintaining an incredible customer experience. My brain is always working to figure out the next best thing we can do.