Vicki Herrell - SWPP and QATC, helping WFM and QM Professionals Grow and Network

06/23/21 • 38 min

Vicki Herrell is the Executive Director of SWPP (Society of Workforce Planning Professionals) and QATC (Quality Assurance and Training Connection) and her goal is to help WFM and QM professionals grow and network. Join Dave as he talks to Vicki about the history of the organizations, how the events help call center pros expand their knowledge set, and have some fun at the same time!
qatc.org
swpp.org
calabrio.com

Previous Episode

John Weippert - Cummins - Forecasting for Gigantic Engines

Cummins uses a unique forecasting method in Calabrio ONE that deserves some attention, so Dave talks with John Weippert about how to forecast for non-traditional interactions. Cummins is able to save their customers huge amounts of money in providing a proactive service to their operations, and we are excited to hear all about it!

Next Episode

Katie Martell - Marketing Influencer - How to bridge the gap between Marketing and the Contact Center

In this episode, Dave talks with Katie Martell about how Contact Centers and Marketing Departments can not only get along, but help each other accomplish their goals. Dave and Katie talk about:
1. How can the marketing department and customer service co-exist?
2. What is the fundamental role of marketing?
3. How has our understanding of the voice of the customer changed over the last 10 years?
4. How call center data makes marketing more effective, and vice versa.
If your contact center struggles in communication with the marketing department, this episode is for you. In fact, send it to your Marketing leader and discuss!