The Virtual Summit

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2023 Mar Connected Customer 300x80

Your Briefcase

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Proactive Problem Solving to Improve the Customer Journey

Wednesday Mar 15, 12:00 PM – 1:00 PM EDT — RECORDING

Imagine being able to solve a problem with a customer BEFORE they ever pick up the phone. Responsive customer service includes being able to see the future with what is available today. We are bombarded with terms like ‘Interaction Analytics’, ‘Artificial Intelligence’ and ‘Machine Learning’. But, what do these tools do? Where are they helpful? Which, if any, are best employed to decrease volumes and make the customer experience soar? 

Join this session for a practical overview of what goes into the implementation of these solutions and what to realistically expect. We will bring in audience problems and discuss where these tools have the potential to help. 


Dave Hoekstra, Product Evangelist, Calabrio

Calabrio.Dave-Hoekstra Dave Hoekstra, Product Evangelist, Calabrio

When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.

Florian Garnier, Product Marketing Manger, WFM, Calabrio

Calabrio Florian Garnier Florian Garnier, Product Marketing Manager, WFM, Calabrio

As the Product Marketing Manager for WFM at Calabrio, Florian matches extensive experience in the contact center space with a unique bilingual worldview that gives a distinctive take on contact center challenges and technology. A contact center veteran with years of experience helming WFM teams, Florian loves to share his knowledge with other CX professionals. He can often be found walking the beach with his family hunting shells, playing guitar, or even flying the occasional airplane, but his inspiration is found in his wife and daughter. A quick "Bonjour!" to Florian will have him reminiscing of his Mother's French cuisine.