From Challenges to Opportunities: Synchronizing Teams for Success
6 May 2025 l Free CX Network Webinar Series
Vince Mavente
Corp. Director Contact Centers Herschend Family EntertainmentWith nearly thirty years of progressive experience in the contact center industry, my journey began right out of school, taking calls for a large PBM. Since then, I have remained dedicated to this field. Currently, at Herschend Family Entertainment, I focus on consolidation, technology, and delivering top-tier service in the entertainment and hospitality sectors. I have cherished every role I've held, and I am grateful for the daily diversity that allows me to work with technology, data, and people. This blend is what makes managing contact centers truly special. Experience: PSC Director Contact Center –Herschend Family Entertainment Vice President/General Manager/COO –Medical Answering Service Customer Care Director -Xerox Corp Vice President Member Services -National Medical Health Card, an SXC Company Director of Pharmacy Customer Service -Medco Health Solutions
Day One - 6 May 2025
12:00 PM FIRESIDE CHAT: Optimizing Workforce Management for the Modern Contact Center
In today’s fast-paced contact center environment, scaling effectively is about more than just hiring more agents—it’s about investing in the right strategies, metrics, and technologies to drive efficiency and customer satisfaction. This fireside chat brings together industry experts to discuss how to:
- How top-performing contact centers ensure agents spend more time selling, not just handling calls.
- Beyond traditional KPIs, what data truly drives performance and customer experience?
- Leverage omni-channel solutions & tech integration – Seamlessly connecting voice, chat, email, and AI-driven interactions for a unified customer journey.
- Balance human and ai – Finding the right mix of automation and human interaction to enhance efficiency without losing the personal touch.
Join us for an insightful discussion on how to scale smarter, not just bigger, and future-proof your contact center operations.
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