Event
Customer Contact Week Nashville 2025
Join Modulate at CCW Nashville! We'll be hosting an interactive workshop led by CEO & Co-founder Mike Pappas and giving live demos with free giveaways at our booth (#1003).
October 22-24, 2025
18:00 - 22:00 PDT
Omni Hotel, Nashville, TN
Workshop
Call To Action: Designing an Optimized Call Escalation Strategy
Every customer call carries unique levels of risk, urgency, and complexity; however, too often escalation decisions either overload senior staff or frustrate customers with long handle times.
This interactive 90-minute workshop will walk through three real-world call scenarios to explore how to balance caller context, agent expertise, and AI/IVR coverage when determining escalation paths. Through group discussion and scenario mapping, attendees will examine the tradeoffs of escalating too early versus too late and learn how to tune systems for smarter, faster outcomes.
This interactive 90-minute workshop will walk through three real-world call scenarios to explore how to balance caller context, agent expertise, and AI/IVR coverage when determining escalation paths. Through group discussion and scenario mapping, attendees will examine the tradeoffs of escalating too early versus too late and learn how to tune systems for smarter, faster outcomes.
What You'll Learn:
- How to identify the optimal moment to escalate without adding friction
- Frameworks to align AI coverage and human expertise
- Strategies to reduce costs, shorten call times, and prevent agent burnout
- How to identify the optimal moment to escalate without adding friction
Live Demos & Giveaways
Booth #1003
Get an Inside Look at our Capabilities
Explore how voice-native conversational intelligence is transforming customer experience, agent performance, and operational safety.
Test Your Skills
Can you spot the deepfake? Play our Deepfake Detective mini-game to see how you compare to our deepfake detection models.
Snag Giveaways & Goodies
Pins, pens, bags, and more!
Meet the Team
Mike Pappas
CEO & Co-founder
Mike leads Modulate, which builds voice-native conversational intelligence for content moderation, fraud prevention, CX, and more.
Mike leads Modulate’s commercial segment, advises customers on best practices for social and financial safety and ideal customer experience, and sits on a number of boards and working groups related to compliance and online safety, including a board seat with the Family Online Safety Institute in D.C.
Mike leads Modulate, which builds voice-native conversational intelligence for content moderation, fraud prevention, CX, and more.
Mike leads Modulate’s commercial segment, advises customers on best practices for social and financial safety and ideal customer experience, and sits on a number of boards and working groups related to compliance and online safety, including a board seat with the Family Online Safety Institute in D.C.
Brandon Wilson
Strategic Account Executive
Brandon is a sales leader with over a decade of experience helping startups and established companies drive meaningful growth.
He specializes in enterprise sales, business development, and go-to-market strategy, bringing a hands-on, relationship-driven approach to every engagement. Known for his adaptability and strategic insight, Brandon excels at aligning teams, building trust with customers, and turning complex challenges into clear paths for success.
Brandon is a sales leader with over a decade of experience helping startups and established companies drive meaningful growth.
He specializes in enterprise sales, business development, and go-to-market strategy, bringing a hands-on, relationship-driven approach to every engagement. Known for his adaptability and strategic insight, Brandon excels at aligning teams, building trust with customers, and turning complex challenges into clear paths for success.
Mike Tom
Marketing Manager
Mike heads up brand content marketing at Modulate, shaping the company’s voice across the trust & safety and AI sectors.
He drives mission-driven storytelling through strategic content, events, and partnerships that elevate Modulate’s presence and impact. Passionate about online safety and meaningful social change, Mike focuses on connecting technology, empathy, and purpose helping showcase how Modulate’s innovations make digital spaces safer.
Mike heads up brand content marketing at Modulate, shaping the company’s voice across the trust & safety and AI sectors.
He drives mission-driven storytelling through strategic content, events, and partnerships that elevate Modulate’s presence and impact. Passionate about online safety and meaningful social change, Mike focuses on connecting technology, empathy, and purpose helping showcase how Modulate’s innovations make digital spaces safer.
About Modulate
Modulate builds conversational voice intelligence technology that combats online toxicity, fraud, and digital harms, elevating the health, safety, and trust of online communications. Its proactive voice moderation platform, ToxMod, empowers community teams at leading organizations like Activision, Riot Games, Rockstar, and Rec Room, protecting tens of millions of users from harassment and toxicity. With the launch of VoiceVault, Modulate now extends the capabilities of its Voice Intelligence Platform to proactively safeguard enterprises from fraud, creating safer, more trustworthy interactions across every voice channel.