When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.

Robert (Bob) Dobson is the Director of Workforce Management for Webster Bank, previously with InterContinental Hotels Group (IHG) Reservations and Customer Care and StubHub organizations for 20+ years. Bob currently leads the Workforce Managements teams at Webster Bank supporting Planning, Scheduling, Real Time Call and Staff Management, and WFO Reporting and Analytics. The Webster Bank WFM Team supports teams across their In House and Outsource contact centers that include both in office and remote agents. Bob was named the SWPP Workforce Management Professional of the Year in 2012.

Jessica has over 20 years career experience, specializing in workforce optimization, outsourcing, technology modernization, project management, data analytics and business continuity. She was a finalist for the 2017 SWPP Workforce Management Professional of the Year.