Join ICMI as we unveil the 2011 Spirit of Service / Agent of the Year Awards winners! We'll also name our Sliver award winners -- those agents who play critical supporting roles in raising call center morale and saving the day.
Bring your whole team to celebrate -- and take away some terrific team-building and concept-driving games!
Your whole team will come away buzzing with excitement and ideas around…
- How top-performing agents do their jobs -- and how they can model these winners
- The agent's critical role in the success of the call center and the organization
- Everyday, fun ways to look at their customer service career
Register now for this can't-miss celebration and learning experience>>
CEO Of Harrington Consulting Group Inc.
ICMI Certified Associate
Laura is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans.
Laura, a frequent speaker at conferences, enjoys sharing her passion for customer service and exploring alternative and innovative ways to efficiently and effectively gain loyalty and retain customers. She has taught and lectured at several universities, and has published many articles on different facets of call center management including strategy development, deployment of resources, motivation of associates and forecasting and scheduling. Laura holds a master's degree in business administration.
Vice President of Marketing, Five9
Ken is responsible for all facets of marketing at Five9, including demand generation, product marketing, marketing communications, and public relations. He has more than fifteen years of experience in cloud computing, CRM and Enterprise software. Ken was previously at salesforce.com, where he led marketing efforts for the Service Cloud, the next billion dollar product line for salesforce.com, substantially growing the market awareness of the advantages of cloud computing for Customer Service and Support organizations. Ken also spent a number of years at SAP in Product Marketing and Product Management leadership roles, working on flagship products such as Business ByDesign and CRM. He holds a BSME from the University of Vermont.