| TABLE |
TOPIC & SPEAKER |
| 1 |
Building a Sustainable Rewards Program for Employees
Kelly Thomas, Assistant Vice President, OppenheimerFunds |
| 2 |
Catastrophe Strikes…And You Are Ready!
Coreen A. Gaffney MSIM, CPCU, Director, Claim Shared Service Operations,
The Hanover Insurance Group |
| 3 |
Creating a Culture of Engagement Through Rewards and Recognition
Cortney Jonas-Burnos, Workforce Management Director, CareCentrix |
| 4 |
Transforming Peformance in a Union Environment
Debra Russell, Director, Customer Response Division, Seattle Public Utilities |
| 5 |
Performance Management using Speech Analytics
Maria Gentile Feay, Director, Learning and Quality, Cardinal Health |
| 6 |
Leveraging Agents to Improve Employee Engagement
Keith Davis, Operations Manager, MurphyUSA |
| 7 |
Speech Analytics: How Call Analysis Can Lower Cost and Improve Service
Shane Chestnut, Process Improvement Analyst, HD Supply |
| 8 |
Measuring Customer Satisfaction Through Multiple Channels
Josh Chapman, Vice President, Operations, Cars.com |
| 9 |
Satisfact ion Surveys on a Shoestring
Vickie Friece, Vice President, Zions Banccorp |
| 10 |
Innovation: Getting the Ideas From Your Employees
Heather Magaha, National Client Service Manager, Wells Fargo Bank |
| 11 |
Molding Technology in the Shape of Your Business
Sara Riggenbach, Project Coordinator for Call Center Division, Accelovance |
| 12 |
Implementing a Virtual eLearning and Simulation Training Program
Ramona Browne, RN, MSNC, all Center Manager, KP OnCall |
| 13 |
Implementing A YMCA Quality Program Boosts Quality AND Engagement!
Lindy Butterfield, Vice President of Operations, The Beryl Companies |
| 14 |
Improving Employee Engagement Through an Effect ive Development Program
Eric Halvorson, Senior Vice President, National Services Group, Wells Fargo Bank |
| 15 |
Launching a QA Program WITH Agent Buy-In
Valerie Brecht, Director of Learning and Development, iContact, Corp. |