RECOMMENDED EVENTS
Day 2 Track 6
CONTACT CENTER OPTIMIZATION
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8:00 - 8:45 | Developing Metrics for Managing Representative Performance
Beverly Mitchell, First Vice President, Atlanta Contact Center Manager, SUNTRUST ONLINE, SUNTRUST BANKS, INC. |
| 9:00 - 9:45 | Building a Service-Focused Company Culture: Giving Your Employees Free Rein to Make Your Customers' Day
Jane Judd, Senior Call Center Manager, ZAPPOS.COM |
| 9:45 |
Networking Break in the Exhibit Hall |
| 10:15 - 11:00 | Tiered Customer Care: Can You Afford to Treat All Customers the Same?
Fabian Rucker, Senior Director, Customer Experience Strategy, BELL CANADA |
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11:15 - 12:00 | Empowering & Motivating Your Call Center Team
Debbie Cote, Director, Retirement Services Call Center, MASSMUTUAL Kate Quinlan, Director, Disability Income Service Center, MASSMUTUAL |