Upcoming Webinar


Fighting COVID Fatigue in the Contact Center: Employee Engagement that Works

The early stages of COVID were sudden and traumatic for Contact Centers around the world. But as customers and businesses alike were coping with and generally accepting of short term disruptions, that was then, and this is now – almost one year later.

Customer expectations have rebounded, agent absenteeism is back to normal levels, and everyone is still at home — during work and after. The weather is cold and forbidding, the sun sets earlier every night, and the sense of isolation is higher than ever.

What’s a contact center manager to do? Join John Monreal Senior Director of Contact Center at Ent & Allergy and Max Ball, Director of Product Marketing at RingCentral as they discuss practical and straightforward ways to battle COVID fatigue in the contact center including:

  • Informal gatherings and conversations that make a difference to agents
  • The right way for managers to engage employees to build a stronger sense of belonging
  • Gamification to bring some action and fun to your team

Meet Our Speakers

Max Ball
Director of Product Marketing, Contact Center

Max has been in the Contact Center world for over twenty years. He has worked in a variety of roles including Product Marketing and Management, and Sales and Professional Services for a variety of companies including Edify, IBM, 8×8, and Genesys. Max now manages Contact Center Product Marketing for RingCentral. Max’s background includes expertise on web based banking applications and natural language text interpretation software.


John Monreal
Call Center and Purchasing Senior Director
ENT and Allergy

John has greater than 20 years of call center experience and is responsible for overseeing all business operations for inbound calls to ENT and Allergy’s 40 clinical practice sites. Their centralized call center (Patient Rapid Response Center – PRRC) handles over 35,000 phone calls per week, the company’s web appointments and physician preferences.


Chad McDaniel
Execs In The Know

Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today’s Customer Executive.

Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights – “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner.

Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.