Rock your Customer Experience! Tips for Success from Award-Winning Contact Centers
Empowering contact center excellence for 30 years!

Rock your Customer Experience! Tips for Success from Award-Winning Contact Centers

Date: Available On-Demand

Time: Watch It Now

Presenters: Patrick Hurley, Heather Magaha, Patrick Perl, Mitchel Forney, Terri Robertson, Kevin Hegebarth


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Learn from our 2014 Global Contact Center Award winners as they discuss VOC programs.

According to ICMI research, 49% say improving customer satisfaction is a top contact center challenge for 2014. Customer satisfaction continues to be a key business driver, but improving and reporting on the customer experience can be daunting.

Does your contact center have an effective Voice of the Customer (VoC) program in place?  Do you know what data to collect, how to measure success, or even where to begin?

Join us for this complimentary webinar featuring award-winning contact center leaders!  Our Global Contact Center Awards winners will share how they’ve created and implemented effective VOC programs, and arm you with the tools and tips needed to successfully track and act on what truly matters to customers.

During this webinar you will learn:

  1. The steps needed to implement a successful VOC program
  2. The most important customer experience metric
  3. How to design successful customer surveys
  4. How to break down all the contact center data and determine what customers REALLY want

Join us for this highly engaging and informative hour!


Patrick Hurley

Assistant Vice President, OppenheimerFunds

Patrick Hurley –Vice President, OppenheimerFunds
During Patrick’s nine year career at OppenheimerFunds he has held key roles in both the Intermediary Operations and Client Relations Departments.  Patrick currently has responsibility Intermediary Operations team, which handles all back office related functions for OppenheimerFunds. 

With over eleven years of financial services experience, primarily in middle and back office operations, he has focused on continually evolving the customer experience while developing change oriented leaders to advance that evolution.  He is best known for his high energy and collaborative management style emphasizing strong results and relationships.       

Patrick holds his investment company products/variable contracts license (series 6) and the applicable securities and MSRB principle licenses (Series 26 & 51). He is actively involved in the industry previously serving as a member of the College Savings Plan Network (CSPN) Operations Sub-Committee, the College Savings Foundation (CSF) Operations Sub-Committee, the NICSA Retirement Plans Sub-Committee, and the ICI Technology and Processing Efficiencies Sub-Group.  Currently Patrick represents OppenheimerFunds on the ICI’s Broker Dealer Advisory Committee (BDAC).  

Patrick has a B.S. in Organizational Leadership from Colorado State University.  He currently lives in Denver Colorado with his wife Jennifer and daughter Emily.

Heather Magaha

Sr. Vice President, National Client Service Manager, Wells Fargo & Company, Treasury Management Client Services

As a National Client Service Manager for Wells Fargo Treasury Management Client Delivery, Heather Magaha oversees Dedicated Client Services for Wholesale clients with treasury products. She manages service sites in Winston Salem, Charlotte, San Francisco, Los Angeles, Minneapolis, and Jacksonville.  Heather’s passion is leading her teams to deliver A+ service to make it easier for customers to achieve financial success.

Previously, Heather managed the National Service Group, servicing clients through 1-800-AT-WELLS. Heather also spent time managing domestic and international sites for Technical Consulting Services and Implementations, and gained sales experience as a Small Business Banker. Heather started her career in the Investment Operations Management Training program and held various analyst and management positions within Trust Operations.   

Heather earned her M.B.A. from Wake Forest University. She completed her B.S. in Business Administration at High Point University with all Presidential Scholar honors.

Patrick Perl

Senior Manager, Workforce Analysis , MINDBODY

Patrick Perl is the Senior Manager of Workforce Analysis at MINDBODY, focusing on agent productivity and process efficiency through WFM optimization. He was MINDBODY’s first Workforce Analyst, and quickly grew his influence from just the Technical Support team to 10 teams contact center wide. His team forecasts and reports on 24/7 workload handled by 3 international offices, through 30 queues, and across 6 channels and growing. His reporting includes audience-specific metrics from frontline staff up to executives, and every level in between. In addition to managing WFM, he also assists in the implementation and management of contact center technologies including the ACD, IVR, CRM, and VOC platforms. Outside of MINDBODY, he is also the co-founder of Cinnamon Cleaning, a local health and wellness-focused, environmentally friendly cleaning service.

Mitchel Forney

Marketing Director, Voiance Language Services

As Brand Manger with Voiance, Mitchel has overseen the development of the largest published research projects on language services in contact centers.

Mitchel joined Voiance in 2010. His responsibilities include market research, content creation, marketing campaigns in print, digital, and in-person formats, and the successful development of multi-million dollar contract proposals.

Mitchel holds a Bachelor’s degree from the Eller College of Management at the University of Arizona, where Mitchel currently serves a member of the Marketing Department’s Board of Advisors. Prior to joining Voiance, Mitchel held a management role with the Northwestern Mutual Financial Network.

Terri Robertson

SVP Client Services and Operations, iQor

With over fifteen years call center Account Management experience, Terri has been with iQor since 2012 where she manages both dedicated and shared programs supported in domestic, off-shore and near-shore centers. Prior to iQor, she was with Interactive Response Technologies (IRT) responsible for managing all aspects of Client Services and Account Management including up-front scope of services, recruitment, training, quality assurance, documentation of system / reporting requirements and operational execution.   She has managed projects in various lines of business for both Inbound (Customer Service, Sales Channel Support, Technical Support, and Contract Processing Services) and Outbound (Sales and Retention) programs.

Kevin Hegebarth


Kevin Hegebarth is Vice President of Marketing and Product Management for HireIQ Solutions, Inc. He has over 30 years’ experience in providing software and technology solutions designed to improve the recruiting, hiring, performance, and quality of customer service professionals.

He has held executive marketing, product management and business development leadership roles with leading companies in the customer experience market.  He is a frequent contributor to industry publications and has spoken at numerous industry events on topics such as workforce acquisition and optimization, the role of social media in recruiting and customer service, and innovative human capital management strategies.

He is an inventor on a number U.S. patents relating to the use of predictive analytics in hiring and employee performance optimization.  Kevin is also an AIPMM-certified product manager.

He can be reached at [email protected].

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Topics: Customer Experience, Multichannel Contact Center, Social Media