Pac Biz CEO leads Think Tank discussion on Empathy in Contact Centers at Customer Contact Week in Nashville, TN

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Pac Biz co-founder and CEO Eric Mulvin will be leveraging his 15 years of experience in the contact center space this week at Customer Contact Week in Nashville, TN at the JW Marriott. Mulvin will be leading his first Think Tank discussion at CCW around the topic of Empathy and How to Leverage Design Thinking Principles for a Human Centered Customer Experience.

“We are always working on adapting the latest technology, but at the end of the day, if we don’t have a human-first focus on how we design our processes and systems, the focus easily shifts to numbers and results"

Pac Biz, a 24/7 customer-focused call center based in Phoenix, Arizona and Dumaguete, Philippines, will be hosting a Think Tank discussion on empathy at this week’s CCW Winter Conference at the JW Marriott in Nashville, TN. The discussion will be led by Pac Biz CEO and co-founder Eric Mulvin and will be centered on using design thinking principles to bring a better and more human-focused customer experience.

Also joining Pac Biz will be one of their clients who is operating a San Diego-based health and wellness company and works with Pac Biz for omnichannel support. They will be on hand to also share their experience on empathy in the contact center, where delivering empathic customer experience is key to retaining customer loyalty.

Pac Biz is also excited to have Operations Manager Jake Cayang from Dumaguete, Philippines on hand in Nashville during the Think Tank discussion, sharing his leadership experience on what it takes to bring about change and drive a more empathic experience for customers. "I've been working with Eric Mulvin for 7 years now, and with Pac Biz since day one and I've seen the difference over the years on how we've improved the customer experience for our clients," Cayang said about what he can bring to the Think Tank.

“Running a contact center means we all are 100% in the people business,” shared Pac Biz CEO, Eric Mulvin. “We are always working on adapting the latest technology, but at the end of the day, if we don’t have a human-first focus on how we design our processes and systems, the focus easily shifts to numbers and results, and in the long run, that delivers poor results to our staff and to our customers.”

Mulvin believes contact center leaders of any role or industry would benefit from the empathy Think Tank. “Regardless of if attendees have been using the design thinking principles for years or they are learning the concept for the first time, everyone should come away from this with actionable tasks that they can take back to their organization and try out this new way of thinking,” added Mulvin about what guests can expect.

You can find Pac Biz this Friday. January 31st at the 10:50 a.m and 11:40 a.m session. Pac Biz will not have a booth at the CCW Winter Conference but will be on hand throughout the conference and will be available to meet on Saturday morning on-site or around Downtown Nashville. To meet with Pac Biz, please text CX to (480) 771-3009.

About Pac Biz
Pac Biz helps ecommerce and transportation companies improve service levels by 421% or more and helps improve the customer experience for their clients with amazing contact center agents. Pac Biz is a 24/7 quality-focused call center ran from Phoenix, Arizona but operated out of Dumaguete, Philippines. Established in 2015 with over 200 staff today, Pac Biz agents provide voice, email, chat/messaging support with clients in the US, Canada, and the UK. For more information, visit

About Customer Contact Week (CCW)
Started in 1999 at Call Center Week, CCW is the world’s largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. CCW is brought to you by the Customer Management Practice—the Analyst, Advisor, and Industry Network for all things Customer Management. For more information, visit

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