Ask Mr. Lee Workshop
Keynotes
- Ross Shafer - Customer Empathy Expert
- Hotwheels to Transformers: How to Develop your Employees –Linda Alexander, VP, United Healthcare and Angie Kirk, VP, Church Pension Group
Product Track
- Call Recording Developments and Roadmap – Steve Graff, VP Technology and Chief Architect
- Exploring Multi-channel Interaction Analysis – Matthew Storm, Product Marketing Manager
- Hands-On Evaluation Form Design with Qfiniti Advise – Matthew Storm, Product Marketing Manager
- Surveying with Qfiniti – Steve Turner, Survey Support Analyst
- Unlocking Agent Potential: Coaching, Training, and Knowledge Assistance – Chris Olszak, Solution Architect
- Why You Need a Speech Analytics Assessment - Barry Dalton, Account Executive and Roger Lee, Director Consulting Services
Technology Track
- Security Features and Consideration in Qfiniti – Steve Graff, VP Technology and Chief Architect
- Is Hosted Archiving Right for You? – Cheryl O’Neil, Autonomy ZANTAZ
- Extending Quality Management with Qfiniti Web Access – Dan Barnes, Director, Software Development
- Understanding Qfiniti Architecture – Steve Graff, VP Technology and Chief Architect
- Deploying Qfiniti in the Enterprise – Julie Nolf, Voice Engineering Consultant, Nationwide Insurance
- Autonomy etalk Implementation and Site Readiness – Gary Sheroke, Solution Implementation Manager
Best Practices Track
- Get More From Your Contact Center - Innovative Ways to Move It From a Necessary Evil to a Strategic Resource (2 hour session) – Tim Montgomery, Founder, the Service Level Group
- Moving from "Efficiency" to "Customer Productivity" - Tim Montgomery, Founder, the Service Level Group
- Applying Lean Six Sigma in the Contact Center – Art Hall, Management Consultant, Alvarez and Marsal
- Net Promoter Scores 101 – Roger Lee, Director, Consulting Services
- Roundtable: Getting More from Reporting – Matthew Storm, Product Marketing Manager
Case Study Track
- Progress over Perfection: Improving Your Quality Monitoring Program by Listening to the Front-Line – Laura Ondriezek, Sr. Operations Manager, Embarq
- Using Speech Analytics to Solve Contact Center Problems – David Grant, Garlands
- Calibration: Getting Your Evaluators on the Same Page – J.M. Nixon, Omni Hotels
- Instilling an Effective Feedback Model that Drives Learning, Development and Process Improvement -Tracy Johnson, Implementation Manager, Wells Fargo Home Mortgage and Christy Kerekes, Implementation Consultant, Wells Fargo Home Mortgage