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WFO2020

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Panel: The Human Side of Quality Management

Monday Nov 9, 12:00 PM – 1:00 PM EDT — Recording

 

Join a panel of experts as they discuss improving the customer experience by supporting agents in difficult times.

Presenters:

Mary LaFosse, Principal, Strategic Consultant, Calabrio

Calabrio.Mary LaFosse Mary LaFosse, Principal, Strategic Consultant, Calabrio

Passionate about customer experience, Mary LaFosse brings over 21 years of contact center operational experience to Calabrio. Mary has cultivated expertise across all functions of operations, emerging as a seasoned subject matter expert from a wide-range of experiences in the industry. Mary has a penchant for illuminating the story behind big data, enabling her to facilitate change management within well-renowned Fortune 100 companies. She is passionate about challenging today’s stakeholders to “think differently” about processes—encouraging leadership to reconsider the purpose and function of service centers as they relate to workforce engagement, customer experience, and the ease of doing business. 


Erick Sawyer, Assistant VP and Head of Claims Quality, Compliance and Training at AmTrust Financial Services, Inc.

AmTrust.Erick_Sawyer Erick Sawyer, Assistant VP and Head of Claims Quality, Compliance and Training at AmTrust Financial Services, Inc.

Erick currently serves as the Assistant Vice President and Head of Claims Quality, Compliance and Training at AmTrust Financial Services, Inc., a Fortune 500 commercial insurance carrier. He has over 10 years of direct quality assurance and regulatory oversight experience as well as an operational management background in a call center environment. In his current role, he leads teams responsible for measuring the overall organizational health of a dispersed claims department to include quality optimization, compliance oversight, and the learning and development program serving over 1,200 claim professionals. Prior to joining AmTrust, Erick was the Director of P&C Quality Management at USAA, a Fortune 100 diversified financial services group. Personally, he is pursuing his Doctorate in Business Administration at the University of Incarnate Word and resides in the Greater Atlanta area.


Penny Tootle, Director of Customer Engagement, Utilligent

Penny Tootle Penny Tootle, Director of Customer Engagement, Utilligent

Helping individuals navigate and embrace change in the workplace has been a constant theme in Penny Tootle’s career. She is currently initiating research on the perceptions of public service employees in pursuit of an Industrial and Organizational Psychology PhD. Her Bachelors is in Business Administration and she has earned two Masters degrees, one in Human Service Counseling from Liberty University and the other in Leadership Studies from Luther Rice Seminary. She is a Prosci® certified change practitioner and QATC board member. Penny is known for an endearing and personally impactful communication style that drives listeners inward to understand their strengths!


Chaunte Johnson, Manager of QA and WFM, Cox Automotive Media

Chaunte_Johnson Chaunte Johnson, Manager of Quality Assurance and Workforce Management, Cox Automotive Media
Chaunte Johnson is Manager of Quality Assurance and Workforce Management at Cox Automotive Media. With over 15 years in contact center, Chaunte extends QA & WFM support across multiple departments within Cox. Prior to joining Cox team in 2015, Chaunte held several positions related to Contact Center, particularly on the performance management side. From Human Resources Management at Orkin, Inc., to over 10 years in Learning & Development, Chaunte is well rounded in Contact Center industry practices.