Featured Speaker
Connie Smith
Connie Smith has been involved with contact center operations for more than 20 years. As a consultant, she has helped world-class contact centers such as Southwest Airlines, Staples, Cabelas, Nordstrom, NIKE, Alaska Airlines and SAFECO with assessments, technology selection, design and implementation, metrics, performance management, culture, customer service and leadership skill development, training initiatives, workforce management and quality monitoring and coaching programs.
Free White Paper
Read Smith's latest white paper "What’s Driving the Future Direction of Contact Centers: What you Need to Know". Smith has written over 50 articles and white papers and has spoken to over 100 audiences worldwide offering her practical experience as a contact center leader and consultant.
Shane Quint
Shane has more than 20 years of hands-on and management experience in Information Systems. Prior to joining ESM in 2005, he was a senior systems architect at Level(3) Communications, responsible for defining and implementing processes and procedures for various operations departments. As part of the mergers and acquisitions team, he gained extensive knowledge in telephony systems including VOIP and PSTN-based networks. Previous experience includes owning and operating an independent consulting firm and working as an IT developer. Shane has expertise in database technologies and development platforms including .NET, SQL Server and ORACLE, along with various Web development programs. In addition to his technical skills, he has managed IT teams both in the U.S. and overseas.
The Contact Center Evolution:
What you need to know To elevate the customer experience
This educational and interactive forum explored how contact centers must evolve to survive and thrive in this changing environment.
Undeniable influences are impacting contact centers around the world and there is no doubt that we are undergoing an operational and generational evolution. These changes make it imperative that centers find innovative ways to train and develop their employees, master multiple customer interaction channels, elevate the customer experience and produce better bottom line results.
Agenda: Denver, February 18
| 9:30am | Registration |
| 10 am | Introductions |
| 10:30am | Featured Speaker: Connie Smith What’s Driving the Future Direction of Our Contact Centers and What you Need to Know to Succeed |
| 12:15pm | Lunch (complimentary) |
| 12:45pm | Frank Tersigni, Altivon Technology Adaptations for Successful Contact Center Evolution |
| 1:30pm | Networking Break |
| 1:45pm | ESM Customer Case Study |
| 2:15pm | IPA Demo |
| 2:30pm | Demo (optional) Customer Interaction Center (CIC) |
Guest Speakers
Connie Smith of SpotOn Enterprises, is a well-known contact center expert. She led an interactive discussion and share contact center trends and best practices around:
- Social media - The next customer interaction channel
- At-home and distributed workforces – Why it matters to you
- How Gen “X’ers” and the “Millennials” will change the way we operate
- Why contact center technology must be agile, simple and breed center collaboration
- Delivering the Customer Experience: 10 Things Customers Want
Shane Quint of ESM, shared his perspective on the implementation of new Contact Center technology. Education Sales Management (ESM) was founded in 1995 to serve as the sales arm for Sylvan Learning Center franchises in Colorado. When conversion rates soared from 20% to 85% and revenues increased dramatically at those centers, more than 250 Sylvan locations began outsourcing their lead management and sales to ESM. It was our success with Sylvan and a sincere desire to help people improve their lives through education that served as the catalyst for ESM to become the premier provider of sales and admissions support for the education industry.
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Location
The event was held on February 18, 2010 at the InIn Regional Development office.
ININ Denver Regional Office
Legacy Center
5613 DTC Parkway, Suite 500
Greenwood Village, Colorado 80111