LEADERSHIP PANEL: MEN IN CONTACT CENTERS

While women represent two-thirds of call center agents, they only make up one-third of contact center senior leadership.

What accounts for this disproportionate statistic? Is there unconscious bias at time of hire? Are women viewed as more compliant and less assertive? There is certainly a lot of debate regarding this topic.  

On Wednesday, May 26, 2021 at 12:00 PM CST, Kleid Gjataj of Mindsight and Vince Fulgenzi of Vitec will be joined by two contact center leaders for an in-depth discussion on leadership practices, hiring and decision making processes, and management styles.

Our speakers will discuss:  

• The attributes these leaders believe made them successful
• The qualities they look for in other great leaders
• Their criteria and processes for making decisions
• Advice for those preparing to step into a contact center leadership role
• Steps to inspiring teams to show up, stay motivated, engaged, and feel fulfilled amidst the pandemic and beyond

THE PANELISTS

Brent Baker, Chief Customer Officer, City Utilities of Springfield: Brent is responsible for customer-focused strategy, customer operations, advanced metering infrastructure initiatives as well as the transit system. Prior to joining City Utilities in May of 2020, Brent was National Vice President of Customer Experience for Liberty Utilities and oversaw the Customer Experience teams in thirteen states and two provinces in the U.S. and Canada, respectively. He also lead the Innovations Team for Liberty Utilities, which was responsible for developing initiatives for the “Utility of The Future”, including Electric Vehicles, Micro Grids, Solar, Storage, and Smart Cities among others. 

Shawn Hoy, Senior Health Care Leader of Specialty Pharmacy, OptumRx: Shawn is responsible for providing strategic leadership and direction to the Specialty Pharmacy Supervisors and Technicians who process 300,000 monthly prescriptions being mailed to customers’ homes and medical infusion facilities. Shawn has over 20 years of customer service experience in telecommunications, financial services and health care. His background includes senior leadership positions with inbound customer contact centers, all aspects of account receivable collection management and extensive experience managing vendor outsourcing.  Shawn has served on the Board of Directors for the Association of Call Center Professionals for the last five years.  

Kleid Gjataj, Principal Consultant, Mindsight: Kleid is the Principal Consultant at Mindsight, an IT Solutions and Consulting firm located in the Chicago area. With nearly 15 years of experience in both domestic and international consulting, Kleid has helped contact centers of all sizes to bridge the gap between business and technology. His extensive experience with IVR, ACD, screen pop, omnichannel, speech analytics, quality management, outbound dialer, and custom applications is grounded in understanding the critical value of the customer journey.

Vince Fulgenzi, CEO, Vitec Inc: Vince Fulgenzi threw open the doors of VITEC Inc. in 1989 and has never looked back. Vince is a trusted advisor for centers around the globe. He is called upon regularly to counsel executives, leadership groups and teams interested in improving the effectiveness and efficiencies of their contact centers. Vince’s two-term stint as president of the Association of Contact Center Professionals (ACCP) further solidified his perch as a proven specialist in advocacy for the customer experience.