Registration
Online Registration is open!
Customer Service
Have a question about this event?
Customer Service representatives are available to help from 8 AM - 6 PM EST
Call 888-670-8200
Need Technical Assistance With this Website?
Send an email to IIR's Web Department
Send To A Friend
Invite a colleague to join you at this event
Add Event To Calendar
Save the event dates in your Outlook calendar
Pre-Conference Symposium
Pre-Conference Symposium
MONDAY, OCTOBER 20, 2008 : CALL CENTER TRAINING AND LEADERSHIP | |
| 8:15 | Registration, Morning Coffee and Networking |
| 8:45 | Opening Remarks |
| 9:00 | KEYNOTE: Managing the Human Side of Employees and Customers Jim Asplund, Principal, Gallup & co-author, "Human Sigma: Managing the Employee-Customer Encounter" |
| 10:00 | Optimize Your Key Assets – Leadership in Today’s Organization Elizabeth M. Haley, Senior Manager—Supply Chain, CONAGRA FOODS |
| 10:45 | Break: Time to Mix & Mingle |
| 11:15 | Hot Topic Session If you have a hot topic or great case study to share, please contact Lisa Deutsch at ldeutsch@iirusa.com to inquire about speaking during this session. |
| 12:00 | YOUR Space Please submit theme suggestions to kpaulick@iirusa.com |
| 12:45 | Lunch |
| 1:45 | Creating a Team Environment in a Call Center Denise Irish, Team Operations Manager, LIBERTY MUTUAL |
| 2:30 | Break: Relax, Recap & Meet New People! |
| 3:15 | Take Your Education Department to the Next Level: Using Analysis and Feedback Tools to Design and Implement Major Training Initiatives Patti Castro, RN, BSN, CCP, Education and Development Manager, LIFEMASTERS |
| 4:00 | Games, Not Just for Fun Anymore! Richard Vars, E-Learning Manager, Customer Development Centers, COCA-COLA ENTERPRISES INC. |
| 4:45 | End of Symposium Day |
