18th Annual Customer Service Conference
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  18th Annual Customer Service Conference

Sessions

Wednesday Schedule
Time Track 1 Track 2
7:30-8:00 Registration & Breakfast
8:00-8:15 Opening Remarks from the President, Dolly Konzelmann
8:15-9:15 Keynote Speaker
How Social Media is Changing Your Business in the Next 5 Years
Darrell Keezer
CEO
Candybox Marketing
9:15-10:15 Session 1A
Performance Coaching
Corey Atkinson
Senior Facilitator/Trainer
Cutting Edjj Consulting
Session 1B
Take an Enterprise View of your Customer Service Strategy
Luisa Armstrong
Business Architect
TSSA
10:15-10:45 Networking & Expo
10:45-11:45 Session 2A
Building a Culture of Continuous Process Improvement
Fred de Haan
Director, Respondent Contact Centres
Numeris
Session 2B
How to Increase Revenue through Customer Satisfaction
Tibor Shanto
Principal
Renbor Sales Solution
11:45-12:45 Lunch & Expo
12:45-1:45 Panel Discussion
Moderator: Howard MacNair, ArcelorMittal Dofasco
Karen Webb, KWebb Solutions
David Forget, Town of Ajax
Jacqueline Spencer, ServiceOntario
1:45-2:45 Session 3A
Increasing the Customer Experience using the “Lean Philosophy” and NPS Indicator
Debbie Buzzell & Ketan Bedi
Director, Call Centre & Manager, Call Centre
Industrial Alliance
Session 3B
ForeverCare – Increase Loyalty and Profitability through Red Carpet Customer Service
Eric Esguerra
Director, Customer Service & Operations
Miele Limited
2:45-3:15 Networking & Expo
3:15-4:45 Table Talk Discussions
Facilitator: Lindsey Anslow, DependableIT
4:45-6:30 Networking Hour: Best Practices and Cocktails, Sponsored by Interactive Intelligence
Thursday Schedule
Time Track 1 Track 2
7:30-8:00 Registration & Breakfast
8:00-8:15 Opening Remarks from the President, Dolly Konzelmann
8:15-9:15 Fireside Chat
Moderator: David Wojcik, BizTV Canada Inc.
Domenic Meffe, Monte Carlo Inns
David Lush, Prime CarCare Group
9:15-10:15 Session 4A
End-to-End Customer Experience
Carol Hyams
Director, Customer Experience
Sunwing Vacations
Session 4B
ServiceOntario's 'Digital First' Strategy
Asim Hussain & Alex Jannetta
Director, Strategy and Policy & Senior Business Consultant of Strategy Branch
ServiceOntario MGCS
10:15-10:45 Networking & Expo
10:45-11:45 Session 5A
Better Budgets
John Cockerill
President
The Taylor Reach Group, Inc.
Session 5B
“Leading Up” Influentially
Gail Levitt
Senior Facilitator / Trainer
Cutting Edjj Consulting Ltd.
11:45-12:45 Network Lunch & Expo
12:45-1:45 Session 6A
Building an Engaging Culture in the Workplace
Andrew Pryse
Director, Toronto Customer Contact Centre
CIBC
Session 6B
A New Perspective on Customer Experience - Give your Customers Control
Dave Gussin
Solutions Engineer
Interactive Intelligence
1:45-2:45 Session 7A
Optimizing Workplace Performance
Julie Sullivan
Manager, Learning & Performance
Assurant Solutions
Session 7B
The First 90 Days in a New Role
Michael Geraghty
Executive Advisor
Verity International Ltd.
2:45-3:15 Network & Expo
3:15-4:15 Breakout Session / Best Practices
Facilitator: Sarah Hines, ResponseTek
4:15-4:30 Closing Remarks
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