Trevonda Kelly


Executive Director of Customer Service and Operations
NYC Department of Education


1:30 PM PROJECT ANALYSIS: Integrating CRM and Knowledge Base for Optimized Employee Engagement

Disparate technology systems continue to be one of the biggest challenges preventing employees from delivering world class service with speed and efficiency. Moreover, troublesome technology is one of the leading pain points in employee journeys. In this session, hear how Trevonda Kelly was able to the NYC Department of Education’s CRM system with their organizational knowledge management solution. Learn how to overcome challenges in integration implementation and the next steps for how to retrain employees on newly integrated systems quickly.

11:00 AM Scaling Contact Center Operations: Making the Most of Both Busy and Slow Seasons

  • Key to scaling success including workforce management and redundancy planning
  • How to maximize customer engagement during slower call volumes


Check out the incredible speaker line-up to see who will be joining Trevonda.

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