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Ask Mr. Lee Workshop
Coaching Competencies: Techniques for Effective Communication and Motivation – Roger Lee, Director, Consulting Services
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