No time to watch now?

Share your email and we'll send you a link to the presentation and provide full access to the presentation deck.

Privacy Policy


R E C O R D E D  W E B I N A R

Digital Transformation in the Contact Center:

How HotSchedules Navigated Cloud Migration to See Maximum ROI


About the webinar

Sheila McGee-Smith of McGee-Smith Analytics and Ray Gallagher of HotSchedules will walk you through the logistics of moving a contact center from on-prem to the cloud.

Benefits of a cloud-based contact center abound but migration mistakes can derail success.

This 30-minute webinar will help you navigate your on-prem to cloud migration, based on lessons learned from HotSchedules. HotSchedules is the leading provider of innovative technology and services for the restaurant, retail, and hospitality industries, serving more than 30,000 customers worldwide.

Contact center industry analyst, Sheila McGee-Smith of McGee-Smith Analytics will lead a focused discussion with HotSchedules Vice President of Client Services, Ray Gallagher.

In this webinar, you’ll learn:

  • What drove Ray and the HotSchedules team to move to the cloud
  • Ray’s selection criteria for a cloud-based contact center solution
  • Migration best practices and lessons learned
  • Benefits of the migration

Who should watch:

  • Contact center managers & supervisors
  • Customer experience officers
  • CTOs, CIOs & IT directors

About your speakers:

Ray Gallagher

Vice President of Client Services, HotSchedules

Ray has 10-plus years of experience in Senior Director and VP roles in charge of Client Services, Global Support and Operations for companies in the software and restaurant industries. At HotSchedules Ray is responsible for delivering an unparalleled customer experience by maintaining the highest quality Customer Care, Implementation, Client Services and Training programs.

Sheila McGee-Smith

President & Principal Analyst, McGee-Smith Analytics

Sheila has 30-plus years of experience as a Contact Center Analyst advising on topics ranging from new product development and competitive assessment, to market research and sales strategies for customer care solutions and services. Sheila serves as the Contact Center Track Chair for Enterprise Connect and is a frequent contributor to No Jitter.

Pam Hynes

Chief Operating Officer, Sharpen Technologies

Pam has 30-plus years of experience in Senior Services roles at global tech companies helping to develop and maintain industry-leading customer programs. As a dedicated and passionate leader of Education, Support and Professional Services teams, Pam has helped hundreds of companies realize maximum value from their contact center solutions.


Murph Krajewski

Vice President of Marketing, Sharpen Technologies