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Calabrio.Mary LaFosse Mary LaFosse, Contact Center Speech Analyst, Calabrio

Passionate about customer experience, Mary brings over 20 years of contact center operational experience to Calabrio as a contact center speech analyst. She has cultivated expertise across all functions of operations, emerging as a seasoned subject matter expert with experience garnered from first-hand experience in contact centers. Mary is passionate about challenging people to think differently about business processes - encouraging leaders to reconsider the purpose and function of service centers from the outside-in as their value relates to customer experience and ease of doing business. Mary holds a Contact Center Operations Manager (CCOM) certification and a Bachelors in Business Management.