A holistic view of what WFM is

In this episode, we have the pleasure of speaking with Dave Hoekstra. When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90s 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 every interaction.