Experience the shift. Empowering contact center futures through exceptional EX, one interaction at a time.

Future of Contact Center Employees
February 27-28 | 12PM ET

Barbara Ann Hagen

Vice President, Sales and Marketing Thriftbooks

Barbara Hagen is the Vice President of Sales and Marketing of ThriftBooks, the world’s largest online independent seller of used and new books. Hagen has more than 20 years of experience as a senior marketing executive with an exceptional track record of success at Fortune 100 companies spanning Retail, CPG, and Tech and proven expertise in many areas including global strategy; loyalty and retention; eCommerce, inclusive of digital and performance marketing; omnichannel marketing; media, social, and multi-channel communications. Her previous roles include executive marketing leadership positions at Target, Microsoft, Best Buy and Johnson & Johnson.

As a data-driven marketer she leverages her experience to drive profitable sales growth, establish deep customer loyalty, and bring to market innovative strategies for ThriftBooks. Her extensive background has enabled her to successfully deliver continued top-line and bottom-line growth for ThriftBooks while strengthening the brand’s overall market position within the industry.

Hagen received her undergraduate degree in Marketing and Advertising from Syracuse University, an MBA in International Marketing from NYU’s Stern School of Business, and a Master of Science in Business Analytics also from NYU’s Stern School of Business. She lives in the Seattle area with her husband, three kids, and two much-loved cats.

Day 2: Wednesday, February 28th

1:00 PM Deploying Digital In The Contact Center Shouldn't Stay On Your TBR: How Thriftbooks Optimizes Technology For The Agent Experience

Barbara Ann Hagen, Vice President of Sales and Marketing at ThriftBooks.com, joins CCW Digital to share how the dot com boom of the 2000s catapulted the book resale site to success and real-time guidance on leading agents through tech changes in the contact center. From workforce and knowledge management tools to integrating AI into employee workflows, Hagen highlights how the legacy system learning of the past can act as a building block for the agent experience of the future.

In this session attendees will gain insights on:

  • How to scale a business within a rapidly changing digital environment
  • Prioritizing agent knowledge in the omnichannel contact center
  • What industry leaders should be prioritizing in terms of EX in 2024 and beyond