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Speakers

Lori Bocklund

Strategic Contact, President
Sessions: Look at Clouds from Both Sides Now | Contact Center Technology 101: What Every Professional Needs to Know

Lori Bocklund is a recognized industry leader in contact center strategy, technology, and operations. During her more than 23 years in the call center industry, 18 of them as a consultant, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. She shares her knowledge and experience through speaking engagements, articles, call center technology courses and seminars, and her book, "Call Center Technology Demystified" (Call Center Press). In her consulting work, Lori helps develop strategies for clients that focus on, structured approaches that address the client's specific needs, and ensure high value in the delivery process. She is an effective communicator across all levels of management, and she uses her facilitation skills to help people with diverse goals and concerns come together to create and execute plans that deliver real business benefits.

Nate Brown

Underwriter's Laboratories (UL), Client Services Manager
Sessions: Next Wave of Organizational Culture – 3 Perspectives | Thought Leaders Tell All: 2018 Trends to Prepare for Now

Randi Busse

Workforce Development Group, Inc., President
Sessions: Moving Employees from Complacent to Committed

Randi Busse is the Founder and President of Workforce Development Group, Inc., a training and coaching organization that specializes in improving the customer experience, increasing customer retention, and maximizing revenue. Randi challenges business leaders and employees to think in innovative ways when it comes to taking care of their customers. Randi is a proven partner to companies and business leaders who rely on her unparalleled customer service knowledge. She is regularly called upon by the media to share her expertise, and she has been published in Newsday, the Long Island Business News, and several trade publications. She has also appeared on television and radio, most recently on FIOS TV. She is also the co-author of Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU!, written for CEOs, business owners, and managers who want to improve the experience they are providing to their customers. Randi is a dynamic speaker with the ability to make audiences listen, nod, laugh, and connect the dots between their own experiences as a customer and how their behaviors and the way their employees treat customers affects their bottom line.

Florence Chang

MultiCare Health System, Executive Vice President & Chief Operating Officer
Sessions: Creating a Compelling Customer Service Strategy

Florence Chang oversees the overall operations of MultiCare Health Systems which includes four adult hospitals, children's hospital and pediatric network. In addition, she is responsible for multiple business units and system support services, including Pulse Heart Institute, Behavioral Health, Retail Health & Community Based Care, Information Services & Technology and Facility Management. Ms. Chang has 30 years' experience in health care. She came to MultiCare in 2006 and was instrumental in leading the system-wide implementation of the organization's "One Patient, One Record" electronic health record. MultiCare has received multiple recognitions under her leadership, including national HIMSS Davies Awards for using information technology to substantially improve patient outcomes. Prior to joining MultiCare, Ms. Chang was a partner and senior vice president at Dearborn Advisors. She also held multiple leadership positions in clinical operations and information technology at Kaiser Permanente in California. She currently serves on the Board of the Washington State Hospital Association, the Advisory Board of the University of Washington Tacoma, the Advisory Board of Health System Informatics, and the Asian Healthcare Leaders Forum (within the American College of Healthcare Executives). Ms. Chang received her Bachelor of Science in Medical Technology from California State University, Dominguez Hills and her MBA from Pepperdine University, California.

Brad Cleveland

ICMI, Senior Advisor and Co-founder
Sessions: The Principles of Effective Contact Center Management

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today's service leaders Apple, HP, American Express, and others among his clients. Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world. One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant. His current research is focused on the future of customer service.

Art Coombs

KomBea Corp., President & Ceo
Sessions: Don't Just Manage―Lead!

Patrick Cox

TRUSTID, inc., CEO
Sessions: Stopping Identify Fraud in the Contact Center

Dan Davidson

West Monroe Partners, Senior Manager
Sessions: Creating a Compelling Customer Service Strategy | Leverage Customer Segmentation to Improve the Service

Dan Davidson is a senior manager in West Monroe Partners' Customer Experience practice, based in Seattle. Applying more than 25 years of consulting and management experience in customer service and field service, he specializes in helping clients create high performance contact centers.

Tim Decker

NICE, Director Advisory Consulting
Sessions: ROI: How to Measure and Maximize Your Contact Center's Value

Change Agent w/ 15 years process re-engineering experience Six-Sigma "Master Black Belt" Delivered over $150M in benefit savings P&C: Policy Service, Claims, Subro, U/W, Actuary, Marketing 15 years contact center experience Led teams of 300+ agents and 3rd party outsourcers (Contact Center & Back-Office) Contact Center & Back-Office Consultant 12 years Insurance Industry Experience: USAA, Erie Ins, Progressive, Safeco/Liberty Mutual, Verisk Analytics (ISO), Blue Shield Google, GE, TIAA-CREF, Kaplan (Non-Insurance) At NICE, he is Responsible for leading consulting efforts in the areas of contact center, performance management, workforce management and process improvements with NICE clients. He has a Black Belt is Six Sigma

Jenny Dempsey

DMV.ORG, DIRECTOR OF CUSTOMER CARE
Sessions: Thought Leaders Tell All: 2018 Trends to Prepare for Now | The #FreeToHelp Movement

With almost a decade of customer service experience under her belt, Jenny Dempsey strives to bring creativity, compassion, and optimism to everything that she does. Jenny is the co-founder and regular contributor to the blog, CustomerServiceLife.com. As the Director of Customer Care for DMV.org, an internet publishing company for DMV content (not your state DMV), she works to change the game for customer service in the motor vehicle realm. Previously, Jenny was the Customer Service Manager for Phone.com, a growing VoIP company in which she wore many hats with onboarding and training, documentation, webinars, number transferring and much more. You can often find Jenny singing songs to customers as well as declining customer marriage proposals. Jenny resides in San Diego with her boyfriend and their very hungry cat, Taquito.

Dianne Durkin

Loyalty Factor, Inc., President & CEO
Sessions: Sparking Creativity and Innovation in Your Contact Center | Journey Mapping: Creating an Exponentially More Effective Customer Experience

Dianne Durkin, President and CEO of Loyalty Factor, is a nationally known keynote speaker and author of The Loyalty Factor: Building Employee, Customer and Brand Loyalty, and The Power of Magnetic Leadership: It's Time to Get R.E.A.L. Durkin has over 30 years' experience in finance, direct sales, international marketing and training and development. Dianne's proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization's profits, productivity and people. A graduate of Rivier College, Durkin holds a Master's Degree from Duquesne University and has completed advanced programs at University of Santa Clara and Babson College. In addition to being active in Boston Club and Founding NH's EYE Team, Durkin is a champion golf player and is fluent in French and Polish.

Bob Furniss

Bluewolf, Director, Global Service Cloud Practice
Sessions: Next Wave of Organizational Culture – 3 Perspectives | The Future Frontline: How AI, Cognitive and Chatbots Will Change Contact Centers Forever!

For more than 35 years, Bob Furniss' career has focused on helping companies improve customer experience. As the Director of Bluewolf's Service Cloud practice, he leads a team of consultants that help companies set a new course in three key areas: Customer Service and Support strategy; Digital/Social strategy; Service Cloud implementations. The practice has more than 350 Certified Service Cloud consultants. Before joining Bluewolf, Bob founded Touchpoint Associates, Inc. in 2002 – a boutique consulting practice with a focus on Customer Experience Management and contact center strategies. Bob likes to say he "grew-up in the contact center space" – filling almost every position – from agent to director before moving into the consultant space. This experience drives his passion for frontline employees and the leadership skills required for success. Bob earned the designation as a Certified Associate by International Customer Management Institute (ICMI). He is an avid author for industry publications and blogs for Bluewolf. He was named a Senior Consultant at the Cutter Consortium – a unique IT advisory firm, comprised of more than 150 internationally recognized experts who offer research, consulting, training, and executive education. On a personal note, Bob is married with two adult children and one grandchild. He lives in Memphis, TN, loves photography and is an avid Pittsburg Steelers fan. He has a heart for the people of Honduras and serves on the board of Point of Impact, a children's charity located in Tegucigalpa.

Cindy Garrett

West Monroe Partners, Director
Sessions: Creating a Compelling Customer Service Strategy

Cindy Garrett is a director in West Monroe Partners' Customer Experience practice, with over 25 years of experience in contact center and customer experience. She leads the contact center practice for the organization, overseeing delivery of innovative strategies that apply leading technologies to drive performance and advantage.

Phil Gerbyshak

Make It Great Institute, Biz Tech Coach
Sessions: The Seven Secrets of Self-Leadership

Phil Gerbyshak is a former Vice President of Information Technology and Help Desk Manager at Robert W. Baird & Co. Inc. Phil led award-winning internal and external customer support teams, and was himself awarded for outstanding customer service - twice. Now Phil works with organizations and their people to increase their influence, impact, and income, by connecting their online and offline personas. Phil Gerbyshak is also the author of Service Desk Manager's Crash Course, and the co-author of Help Desk Manager's Crash Course (with Jeffrey M. Brooks). In addition, Phil has collaborated with Cherwell Software on several eBooks, including the upcoming 5 Habits of Highly Effective Service Desk Leaders. Phil is a dynamic, high-energy speaker. He engages and inspires audiences with his insider's knowledge of the help desk industry, and proven tactics for keeping internal teams engaged and exceeding customer expectations, boosting retention rates and overall profitability.

John Goodman

CCMC, Vice chairman
Sessions: Using VOC Data to Turn the Tide at a Major Cable Provider

Mr. John Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). CCMC's customer satisfaction and loyalty surveys and analytics have been used by over 45 of the Fortune 100 companies as well as startups with less than ten employees to produce a better ROI from their investments in customer experience. He assists executives in quantifying the payoff of enhanced service and selecting the most impactful strategies. John has managed more than 1,000 separate customer service and customer experience studies, including the White House sponsored evaluation of complaint handling practices and studies of word of mouth and consumer education sponsored by Coca-Cola USA. CCMC has replicated this study seven times, mot recently as the 2015 National Rage Study. He originated the well-known lessons, "it costs five times as much to win a new customer as to keep an existing one" and "twice as many people hear about a bad experience as a good one". His clients have included ChickFilA, USAA, Apple, Toyota/Lexus, J&J and LLBean. The American Management Association published his second book, Customer Experience 3.0, in 2014 and it has been published in Japanese and Chinese. He has spoken on quantity and customer experience in 15 countries around the world.

Sean Hawkins

Framework Homeownership, Director Contact Center & Customer Service
Sessions: Thought Leaders Tell All: 2018 Trends to Prepare for Now | Measure What Matters – How to Boost Agency Efficiency & Customer Satisfaction

Todd Hixson

Cabelas, WOLF Manager
Sessions: Knowledge Sharing: A Collaborative Method for Building Engagement

Bio: Todd has been in contact center operations/management for around 20 years, working for Travelocity and Intuit prior to joining Cabela's. He has been an out-source, and in-source and an us-source with a belief in efficiencies realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization focusing on delighted customers and engaged employees. He has driven back-office utilization of WFM practice, multiple channel skill based operations practices, and cross functional "day in the life of WFM" workshops. His current projects include deep dives into Omni-channel functionality and creative workforce team design. He has served on ICMI's advisory board, consulted in industry standard certification with CIAC, working on last update to industry standards and is a frequent industry speaker.

Lynn Holgrem

Comcast, VP Customer Care
Sessions: Using VOC Data to Turn the Tide at a Major Cable Provider

Ms. Holmgren has served as VP of Customer Care for Whirlpool, Frontier Communications, SVP for International Customer Care for Millicom with 60 million customers in Latin America and Africa, and is now VP Customer Care for Comcast.

Kris Hopkins

CafeX Communications, Chief Product and Strategy Officer
Sessions: Boost Performance with Real-Time Agent Assistance

Kris Hopkins serves as the chief product and strategy officer at CaféX. He is responsible for implementing the company's product vision and delivering leading edge customer engagement, video collaboration and enterprise communications solutions to the marketplace. Previously a VP of strategic product management at Acme Packet, Inc. (Bedford, MA), Kris successfully sold the software business of Newfound Communications to Acme Packet (Nasdaq: APKT) and spun out the hosting business into Surgent Networks, LLC. Kris remains a board member of Surgent Networks. As CEO of Newfound Communications, Kris was responsible for the overall vision, leadership and direction of the company. An experienced technical leader, Kris is the driving force behind Newfound's technology and software. Prior to founding Newfound, Kris was a manager of business development for service providers at Lucent Technologies. Kris is a graduate from Cornell University where he was the recipient of the Dorman Family Award for Entrepreneurship and Personal Enterprise Excellence.

Mike Hull

TradeGlobal, DIRECTOR, BUSINESS ANALYTICS
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Mike Hull is the Director of Business Analytics at TradeGlobal. Since joining the team as an agent in March of 2006, Mike has held a variety of positions within the organization. He moved to the training department in July of 2006, redesigned the training program, and helped launch several new clients. After training, Mike also held positions as a team supervisor and department manager. From there, he became the Training Manager and took over the supervision of the QA group. He built the team from one trainer to four and expanded the Quality Assurance department from one specialist to eight. With the continued growth of the company and the addition of CallMiner's Eureka voice analytics platform, Mike was CallMiner BIA certified, created the role of Business Intelligence Manager, and took responsibility for all contact center reporting, voice analytics, and payroll. During the recent acquisition of Tradeglobal by Singapore Post, Mike was promoted to Director of Business Analytics and continues to oversee reporting, payroll, and voice analytics with plans to greatly expand the use of CallMiner's ever increasing capabilities. Prior to joining Tradeglobal, Mike spent 17 years in the restaurant industry. His experience ranges from fast food to fine dining, but customer service has always been his primary passion. Mike anticipates continued growth at TradeGlobal and accepts the challenge of maintaining a world class customer care center.

Charles Kamweru

Eastern Municipal Water District, Customer Service Operations Manager
Sessions: Leverage Customer Segmentation to Improve the Service

Charles is the Customer Service Operations Manager for Eastern Municipal Water Department The Eastern Municipal Water District of Southern California was formed in 1950 to secure additional water for a lightly populated area of western Riverside County. In addition to water service, responsibilities now include sewage collection, water desalination and water recycling. EMWD also sells to eight other water agencies, which in turn, serve their own customers. They are Elsinore Valley MWD, Western MWD of Riverside County, Lake Hemet MWD, City of Perris, City of Hemet, Nuevo Water Company, City of San Jacinto, and Rancho California Water District.

Jim Knight

Hard Rock Café, Former Head of "School of Hard Rocks"
Keynotes: Culture That Rocks!

Jim Knight is a former head of training and development, Hard Rock International who has put his experience and creativity to work to develop cutting-edge training concepts. During his time with the Hard Rock brand, his team won coveted Telly Awards in 2000 for their guest service video, took top honors in 2007 for their menu rollout video, garnered Training Directors Forum's 1998 prize for "Reengineering Training" and won Brandon Hall's Gold Best in Class Award for their "Service Recovery" e-learning course. Jim Knight was also recognized by Training Magazine as representing one of the Top 125 training companies in the world, out of all industries and businesses.

Amber Krueger

US Bancorp Fund Services, LLC, Operations Manager, AVP
Sessions: Maximizing Contact Center Talent

Amber Krueger serves as the Lewis Center Contact Center site manager for U.S. Bancorp Fund Services' Investor Services & Process Solutions department, located in Milwaukee, Wis. Mrs. Krueger has served in this role since 2013 and joined U.S. Bancorp Fund Services in 2007. She has served in a management capacity since 2011.

Peter McGarahan

First American Title Insurance Co., Senior IT Director, Infrastructure Corporate IT
Sessions: 10 Knowledge Management Best Practices That Lead to Success

Pete McGarahan is the Senior Director of IT for First American, as well as an industry expert and thought leader in global IT Service Management. He was also the founder of McGarahan & Associates and has thirty years of business, IT, and service leadership experience. He enjoys sharing lessons learned and career experiences through published articles and presenting at industry conferences. He has received various industry awards and honors, including the Help Desk Institute's Team Excellence Award for his work with the Taco Bell support organization, the "Top 25 Professionals in the Service and Support Industry" from IT Support News, and "The Legend of the Year" (twice) at the STI Knowledge Symposium and Help Desk Professionals conference. Pete is well known in the support industry for his endless positive energy, leadership, mentoring, and advisory services

Debi Mongan

The Mindful Call Center, Founder
Sessions: Next Wave of Organizational Culture – 3 Perspectives

Debi Mongan is a tried and proven leader in the Call Center and Customer Service field with over 25 years experience. She is an innovator and has excelled at managing call centers both inbound and outbound, handling sales and customer service. She has held call center management positions in the publishing, E-commerce, professional baseball and travel industries. Debi has had particular success with retention of agents and employee engagement, creating a culture in her call centers that is nurturing while tough, fun while productive and extremely employee-centric. She has crafted a way to help agents use mindfulness techniques to reduce stress in the call center and increase KPIs and Employee Satisfaction. Professionally, she served as Vice President on the Board of Directors for C.A.R.E., was on the Strategic Planning Committee for Travel Advantage Network and was Director of Operations for Maryland Baseball Telemarketing. Debi is also a certified Reiki practitioner and LOA Coach in the mindfulness field. She is dedicated to combining these two worlds and helping Customer Service employees and their companies blossom. In 2016, Debi was voted as one of the ICMI Top 50 Thought Leaders to follow on Twitter.

Tim Montgomery

Alamo City STAT, Principal Consultant
Sessions: Secret Weapons for the Seven Most Common Contact Center Headaches | Moving Metrics into Action

Tim Montgomery is a Principal Consultant at Alamo City STAT (ACS). ACS is led by a team of call center veterans that built and sold one of the first 100% cloud based BPO call centers. His proven expertise in customer service and contact center operations has made him a sought-after advisor to companies in a variety of vertical industries. Tim has personally assisted some of the world's most recognized service organizations – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, Premera Blue Cross, Deluxe Corporation, Allstate, Kodak, Liberty Mutual, Cinergy, Prudential, Meguiar's, Isagenix, Department of Veterans Affairs, The Gartner Group, Amerigroup, Prime Therapeutics, Harvard Medical School, and many more. Tim is an accomplished author and has written numerous insightful and forward-thinking articles and whitepapers on a wide range of leadership/management, customer service, and contact center topics. His work has been featured in many global publications, industry journals and position papers. He is also a contributing author to highly regarded books on Leadership and Business Management, Customer Relationship Management, Call Center Operations Management and People Management.

LESLIE O'FLAHAVAN

E-WRITE, Owner
Sessions: The #FreeToHelp Movement | Coach Your Customer Service Agents to Be Better Writers

Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, and social media. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline's domestic and international contact centers. In 2017, Leslie became a Lynda.com author of the courses How to Write Customer Service Email and Customer Service: Writing for Social Media. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Anne Palmerine

UPMC Health Plan, Associate VP
Sessions: UPMC Health Care Concierge Program: Personalized Customer Service

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan. Anne has led UPMC Health Plan in Customer Service for the past fourteen years, including Enrollment and Retail. Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving first call resolution and service recovery, integration of an omnichannel experience, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats). Anne has managed in customer service call centers for the past 24 years with a focus on customer retention, growth, and sales. She has a bachelor's degree from West Virginia University and an MBA from the University of Pittsburgh.

Anaal Patel

Sparkcentral, VP of Marketing
Sessions: Redefining Customer Service in a Digital World

Anaal Patel's expertise in digital customer engagement and building brand loyalty stems from nearly a decade of experience in the marketing and technology space. As vice president of marketing for Sparkcentral, Anaal leads marketing and communication efforts for the leading social and customer engagement platform, which empowers clients such as Delta Airlines, JetBlue, T-Mobile and Uber to deliver amazing customer service experiences.

Peg Peterson

NICE, Business Consultant
Sessions: ROI: How to Measure and Maximize Your Contact Center's Value

Peg Peterson is a 20-year veteran of the telecommunications industry and a seasoned performance improvement and coaching expert. As a master coach, consultant and performance management guru, she advises on call-center operations and leadership. She drove adoption of NICE Performance Management from 45 percent to 98 percent in her organization and frequently coaches C-level executives, leaders, teams and individuals. Her "Data+Behaviors" approach applies data-informed strategies to coaching for change on the behavioral level. The process has generated proven results across all areas of business: contact centers, vendors, retail sales, partners, telesales, chat, back office and online support.  Part of her success was her ability to measure the success of her coaching program, enabling highest levels of support for her program. A Green Belt in Six Sigma, she has always loved the "investigation" aspects of uncovering data to find ways to measure success!

John Rossman

, Former Amazon Executive, Author on Digital Disruption, Innovation and IoT
Keynotes: Becoming Obsessed with the Customer

John Rossman is a Managing Director with Alvarez & Marsal in Seattle, specializing in technology strategy, multi-channel operations scaling and platform enablement in multiple industries including retail, service and public sector. With more than 28 years of technology strategy, design, implementation and operating experience, Mr. Rossman has led several complex businesses and programs resulting in innovative business models. He has worked with clients across a broad range of industries including retail, insurance, education, forest products, industrial products and transportation.

Michele Rowan

Customer Contact Strategies, President
Sessions: Work at Home: Best Practices for Performance Support, Training, and Engagement

Michele Rowan is President of Customer Contact Strategies and former VP of Performance Management for Hilton Hotels, where she led the strategy and implementation for the company's 1000+ home working program. Through regional workshops, web trainings and customized on-site consulting, Michele has worked with 500+ companies in financial, healthcare, travel, retail, entertainment, telecom /tech support, BPO, and non-for-profit sectors in remote working program expansions for contact centers, support functions and enterprise.

Jeff Rumburg

MetricNet, LLC, Managing Partner
Sessions: Benchmark Your Way to World-Class Performance | Contact Center Cause and Effect: The True Impact of Your KPIs

Jeff Rumburg is co-founder and Managing Partner of MetricNet, LLC. He was awarded the 2014 Ron Muns Lifetime Achievement Award by HDI for his contributions to the IT Service and Support industry. He has authored a best-selling book on Benchmarking, and has published more than 100 whitepapers on Call Center Best Practices. He has also been retained as a contact center expert by more than half of the FORTUNE 1000, including such well-known companies as HP, Intel, General Motors, IBM, and American Express. Equally broad is his industry experience, which includes call center project management and benchmarking for virtually every major industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in benchmarking and competitive analysis. As president of The Verity Group, Mr. Rumburg launched a syndicated benchmarking service that provided call center benchmarks to more than 1,000 corporations worldwide. Additionally, Mr. Rumburg has held executive positions at META Group, and Gartner. As vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was focused on Call Center Benchmarking and reengineering. Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

Art Schoeller

Forrester, Vice President & Principal Analyst
Sessions: Stopping Identify Fraud in the Contact Center

Anne Slough

LSA Global, VP, Client Solutions
Sessions: A Proven Approach to Continuous Improvement in the Contact Center

Located in Raleigh, North Carolina, Mrs. Slough serves as a leading consultant to the contact center industry. She has a rich history of directing senior level executives in the development of their corporate strategies and contact center initiatives. She has an extensive background in helping contact centers to develop business plans, to diagnose operational gaps, and to implement results-oriented cultures. Ms. Slough has both a breadth and depth of experience in establishing and growing high-performing teams. From selecting technology to establishing recruiting and selection procedures, goal setting processes, feedback systems, coaching models and implementing sales and service skills, she has an expansive understanding of the complexities facing contact centers today. Ms. Slough has worked with contact centers of all sizes and industries, both in the United States and abroad. She is a frequently requested speaker at leading contact center conferences and symposiums. She holds a BA and MA from East Carolina University.

Erica Strother

ICMI, Community Strategist
Sessions: Thought Leaders Tell All: 2018 Trends to Prepare for Now

Jeff Toister

Toister Performance Solutions, Inc., President
Sessions: How to Define Your Culture with a Powerful Vision Statement | Tackling Five Hidden Causes of Poor Customer Service | How to Quickly Design and Develop Agent Training

Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored four train-the-trainer videos on Lynda.com including Needs Analysis, Adult Learning Principles, and How to Measure Learning Effectiveness. Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute. Jeff holds Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.

Grace Vaughey

airbnb, Head of Global Training
Sessions: The Airbnb Approach to Training Analysis

Grace has worked in all areas of the Training & Development space for over 10 years – From Fortune 500s, to Bay Area Startups. An energetic, versatile & passionate educator, Grace Vaughey has worked in the world of Training & Development her entire life. From instructional design, facilitation, training analytics and training management, she has made it her life's purpose to consistently drive innovation in learning. Grace currently serves as the Head of Global Training for airbnb.

Greg Yarbrough

USAA, Executive Director, Technical Fellow
Sessions: Routing with Robots: New Innovations in Service

Greg is a Technical Fellow in USAA's Chief Technology & Design Office, where he is a champion, evangelist, and sponsor of new methods, technologies, and projects, driving innovation, and promoting strategic priorities. He currently provides technical oversight for the Contact Center, CRM, Business Process, and Business Rules domains. Greg joined USAA in 2007 after working with IBM, HEB Grocery, Koch Industries, and Southwest Airlines.

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