Presidents, Olympians, & Super Bowls: How Political and Sporting Events Impact the Contact Center

Love to geek out about data? So do we! We're digging into customer contact data from the 2016 U.S. Election as well as other planned events like the Olympics and the SuperBowl. We invite you to join our hosts, Dave Thrailkill and Matt McConnell, as they dissect the data and discuss observations and impacts from different industries. You’ll get insight from other professionals in the audience and hear from our special guest speaker who will discuss his experience on how planned events are handled at a major financial organization.

November 17, 2016

Dave Thrailkill

Senior WFM Leader

With over 20 years of Operations and Financial Management leadership, Dave's repertoire includes strategic planning, business process improvement and technology. He has benchmarked operational standards and metrics, then applied them to other businesses to create a common and consistent language across the contact centers. He's led his team in optimizing staff, processes, and technology to promote an environment which maximizes the customer experience while increasing sales and efficiency. 

Matt McConnell

Chief Executive Officer

Intradiem

Matt McConnell is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 250,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor’s degree in industrial and systems engineering.

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