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 | |