Institute for International Research

This page will be used to provide paid delegates of the conference with access to any presentations that were not included in the conference documentation. Only paid conference delegates have permission to access IIR online documentation.

While these presentations were not available to be included in your conference documentation, IIR is pleased to make them available to all conference delegates through this web site.

You will need the freely available Adobe Acrobat Reader, which is available by clicking here. To access the presentations:

• Click the title of the session
  
• You can choose to view the file online or save the file to your computer
• You can print the files and add them to your other conference materials

The Value of Customer Satisfaction Measurement for the Contact Center
Lesley Fierro, SANOFI-AVENTIS
Richard Shapiro, THE CENTER FOR CLIENT RETENTION

Business Continuity- An All Hazards Approach
Jeffery St. Clair & Robbie LaRocca, WYETH PHARMACEUTICALS

Simple Steps to Creating an Inspection Ready Environment for Your Call Center
Amyas Huston, CUBIST PHARMACEUTICALS
Pete Guillot, CENTERFIRST CONSULTING, LLC

Insourcing vs. Outsourcing
Jennifer Connolly, ABBOTT LABORATORIES

Mastering IVR's
CJ Stafford, STAFFORD COMMUNICATIONS GROUP