C3 2018 Speaker Spotlight: Q&A with Daniel Acosta, Houston Methodist

With only a few days remaining until Calabrio Customer Connect (C3), we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series.

Daniel Acosta, call center applications analyst III, will be sharing how Houston Methodist created a positive partnership between their IT and operations departments in order to ensure the proper maintenance of their Calabrio environment and provide the best possible customer experience. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville, TN.

Name: Daniel Acosta

Company: Houston Methodist

Title: Call Center Applications Analyst III

Experience: 20 months with Houston Methodist, over 8 years in Healthcare, more than ten years working in call centers

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

Daniel: I am looking forward to networking, and finding out new things that can be done and new ways to push the limits with the Calabrio application.

Q: What are you passionate about?

Daniel: I have a definite passion for customer service and employee empowerment. I believe that empowered employees create a superior customer experience and that they should understand and feel the role they play in the success of the company. I believe that by empowering employees to reach their full potential, they will lift others up and pave the way to success for generations to come!

Q: Why should people attend your session, Contact Center Spotlight: Houston Methodist Leverages IT Partner to Create Successful WFO Environment? What will they learn?

Daniel: The relationship between IT and operations is not a topic that a lot of people talk about, as the two departments tend to point fingers at each other when they depend on each other more than they would like to admit. Attendees of this session will learn the value of a good relationship between IT and operations and the impact that it has on maintaining a smooth and sustainable environment that in turn will allow you to provide a better 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?

Daniel: “Connection,” by OneRepublic.

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 practices 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.

Ella McKown

Ella McKown, Sr. Customer Marketing Specialist, is responsible for creating captivating moments for Calabrio customers. Ella works to amplify customer stories and foster relationships, while adding joy to our customers’ experience. She joined Calabrio in 2020 and has been a B2B tech marketer for six years. She holds a B.A. in Business Leadership and French from the University of Puget Sound.