Cynthia Lancaster is a dynamic Software Manager at Ticketmaster, where she leverages over five years of specialized experience in call center technology solutions, including Genesys and Salesforce, to drive innovation and efficiency within the organization. In her current role, Cynthia oversees a talented development team...
Cynthia Lancaster is a dynamic Software Manager at Ticketmaster, where she leverages over five years of specialized experience in call center technology solutions, including Genesys and Salesforce, to drive innovation and efficiency within the organization. In her current role, Cynthia oversees a talented development team dedicated to creating cutting-edge agent and fan-facing applications. These applications are pivotal in enhancing the operational capabilities of Ticketmaster’s contact center, enabling agents to deliver exceptional customer service experiences while optimizing cost efficiency for the business.
Cynthia's expertise in CRM systems and call center technologies allows her to implement strategic solutions that not only streamline workflows but also foster a culture of continuous improvement within her team. Her hands-on experience with platforms like RightNow Technologies and Inbenta further enriches her ability to identify and resolve complex challenges in high-pressure environments. As a proven motivator, Cynthia excels in nurturing talent and promoting collaboration, ensuring that her team remains focused on achieving customer loyalty and satisfaction.
Currently, she is spearheading key projects aimed at integrating advanced analytics into the contact center operations, which will empower agents with real-time insights to enhance decision-making and personalize fan interactions. With her excellent communication and problem-solving skills, Cynthia is dedicated to transforming the customer service landscape at Ticketmaster, making every fan interaction a memorable one. Her commitment to excellence and innovation positions her as a thought leader in the industry, driving forward the future of customer engagement in entertainment.
