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Pre-Conference Symposium

Pre-Conference Symposium

MONDAY, OCTOBER 20, 2008 : CALL CENTER TRAINING AND LEADERSHIP
8:15Registration, Morning Coffee and Networking
8:45Opening Remarks
9:00KEYNOTE: Managing the Human Side of Employees and Customers

Jim Asplund, Principal, Gallup & co-author, "Human Sigma: Managing the Employee-Customer Encounter"
10:00Optimize Your Key Assets – Leadership in Today’s Organization

Elizabeth M. Haley, Senior Manager—Supply Chain, CONAGRA FOODS
10:45Break: Time to Mix & Mingle
11:15Hot 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.
12:00YOUR Space
Please submit theme suggestions to kpaulick@iirusa.com
12:45Lunch
1:45Creating a Team Environment in a Call Center

Denise Irish, Team Operations Manager, LIBERTY MUTUAL
2:30Break: Relax, Recap & Meet New People!
3:15Take 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
4:00Games, Not Just for Fun Anymore!

Richard Vars, E-Learning Manager, Customer Development Centers, COCA-COLA ENTERPRISES INC.
4:45End of Symposium Day

Conference Brochure

Media Partners

  • CRMAdvocate

  • 1to1 Media

  • Brand Channel

  • CMO council

  • Customer Care Coach

  • Customer Care Institute (CCI)

  • Customer Service Group

  • Customer Service Manager

Event Sponsors

  • American Customer Care (ACC)