Matthew Storm is the director of innovation and solutions for NICE Systems. He has more than 14 years experience in the contact center industry and got his start at Dell Computer where he implemented solutions for workforce management, recording, analytics, predictive dialers, and CRM. Storm speaks regularly at industry events on topics such as customer satisfaction, predicting churn, speech analytics, multichannel communications, and real-time guidance. He has presented in more than 20 countries. Storm holds a degree in accounting from Oklahoma State University and an MBA in human resource management from St. Edward’s University.