C3 2018 Speaker Spotlight: Q&A with Art Gomez, Piedmont Healthcare

With Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting a few of our customer presenters on the Calabrio blog in a Speaker Spotlight series.

Art Gomez, contact center analyst, will be presenting on how Piedmont Healthcare uses Calabrio WFM to manage rapid growth and rising call volumes. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville, TN.

Name: Art Gomez

Company: Piedmont Healthcare

Title: Contact Center Analyst

Experience: I’ve been with Piedmont Healthcare for 7 years. Piedmont is my first time working in the healthcare industry, but I have worked in the call center industry for more than 20 years.

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

Art: I am looking forward to meeting others who have a passion for their work.  Both Calabrio and those attending always have great ideas and are always willing to share what they know.

Q: What are you passionate about?

Art: As an analyst who supports our contact center, I’m always looking at what I can do to make their job easier.  More than that, I always strive to make our patient experience the best possible.

Q: Why should people attend your session, Using WFM to End the Downward Death Spiral? What will they learn?

Art: Calabrio has so much to offer, but we often find ourselves falling into routines and using only what we know.  In our session, we’ll be sharing the challenges we faced and how, with the help of Calabrio, we discovered ways to identify the issue and monitor the progress made in achieving our solution.  I hope to offer a forum to discuss similar situations others might face and how Calabrio can help mitigate them.

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?

Art: Garth Brooks’ “Friends in Low Places.”

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.

For a full agenda and more information about C3, visit calabriocustomerconnect.com

Magnus Geverts

Magnus Geverts is the Vice President of Product Marketing at Calabrio. He has over two decades of experience in the workforce engagement management and customer service space, working in a mix of roles and departments across the world: from R&D to consultancy to his role as Chief Business Development Officer at Teleopti. Today, he oversees Calabrio’s product go-to-market efforts. Magnus works closely with product line managers who shape the roadmap and strategies for the full Calabrio suite and oversees the product marketing team to offer software that enables users, engages frontline employees and elevates the end-customer experience.