Contact Center CSE
Jeff Hursey is currently a Contact Center CSE within Cisco’s Central Engineering Team. He has worked for Cisco Systems for approximately 5 1/2 years. His areas of expertise include: Contact Center Consulting, Contact Center Project Management, Cisco Unified Contact Center Enterprise (UCCE) Design, Development, and Testing, and Unified Customer Voice Portal (UCVP) Design. He has broad experience with a number of contact center related adjuncts, such as Quality Management, Performance Management, and Workforce Management systems.
As a Contact Center Consulting Systems Engineer, Jeff often leads discussions and presentations around Customer Experience (CX). Although his primary role is to demonstrate the value of Cisco's Contact Center solutions, he recognizes the tremendous value in first demonstrating the strong correlation between customer experience and profitability and growth.