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 |