September 8th - Opening Reception & Bonus Workshop
Making your job easier starts with getting creative and regularly 
challenging conventional contact center wisdom by asking why and why not. During this session, Tim Montgomery, CEO of Cooney Solutions Group a highly regarded industry consultant, widely published author and popular speaker will share highlights from his experience working with some of the world’s most recognized service organizations. After the session, you’ll be able to return to your workplace with new ideas to help you address the seven most common contact center headaches – front line retention, outbound integration, agent incentives, coaching, performance metrics, size vs. productivity and communicating the center’s value to others.
September 9th - SPEAKER INFORMATION
SESSION ONE
Metrics and Performance Improvement
Measuring and Managing the Customer Experience
Robin Kibota, Six Sigma Master Black Belt, Director Business Process Improvement, Volt Workforce Solutions
Robin brings to Volt over ten years of project management and enterprise-wide process improvement experience. Working as a Solutions Consultant, he is focused on providing clients with an expert resource skilled at utilizing Lean Six Sigma for variety of strategic activities including: mission + goal development, solution design, and specific process improvement.
As chief architect of Volt’s Customer Relationship Management (CRM) Initiative, he also directs Volt’s effort to consolidate the sales processes and systems for all Volt Information Sciences. Prior to Volt, Robin worked as a dedicated Black Belt driving numerous Six Sigma projects that led to significant benefits for Toshiba America. He holds an Bachelors of Science degree in Aerospace Engineering from the University of Colorado at Boulder and an MBA from the University of California at Irvine.
Tools & Technology
Contact Centers Go Social
David Lover, CTO, Cross
Telcom
David is a leading industry expert in teaching and speaking to all issues of converged technologies, skilled at identifying, articulating and managing strategic technology. He is a former Senior Engineer at Lucent Technologies and Avaya and a highly regarded national keynote speaker. He has a B.S. in Electronic Engineering and a master's degree in Technical Training and the recipient of Training Magazine’s Top Young Trainers award.
HR & Talent Management
Beyond Performance Management: Developing Employees that Delight Customers
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Marshall Vuong, Customer Service Representative Senior
Marshall’s tenure at Austin 3-1-1 over the last 5 years has allowed him to serve the citizens of Austin as an "Ambassador" to the city. He brings to Austin
3-1-1 over ten years of call center, troubleshooting, and customer service experience. Working as a Customer Service Representative Senior, he is focused on providing solutions to enhance the quality of service and improve service delivery processes.
As a peer leader, he is devoted to helping others develop skills to achieve their career goals. Marshall assisted in the creation of Austin 3-1-1’s Peer Assistance Leaders (PAL) program which is considered the initial step in their structured career path. Prior to Austin 3-1-1, he worked as a training lead and ensured center wide improvement through call and process evaluations for Harte-Hanks.
SPEAKER INFORMATION
SESSION TWO
Metrics and Performance Improvement
Innovative New Models for Managing Quality Performance
Thomas Najar, Quality Program Manager, Apple Computers
Thomas Najar has worked for Apple's award winning technical support organization, AppleCare, since 2003. He has served as a Quality Program Manager for Apple since 2006. Prior to this, Thomas worked in various roles for another technical support and customer service outsource provider. He graduated from the University of California - San Diego in 1996 with a Bachelor's degree in Philosophy.
Charlotte Banks, Quality Assurance Manager, Farmers InsuranceCharlotte Banks oversees the Quality program for Farmers ServicePoint® which h as over 1,500 contact center employees operating in five locations across the United States. Charlotte has 20 years of experience at Farmers with a background in Customer Service and Internal Auditing. Charlotte has a B.S in Business Administration and a Masters in Education with a specialization in needs assessment.
Oscar Alban, Principal Global Market Consultant Verint Witness Actionable Solutions , Moderator
Oscar Alban serves as Global Market Consultant for Verient Witness Actionable Solutions, a leading provider of analytics-driven workforce optimization (WFO) software and services for contact center, branch and remote office, and back-office operations environments. Strengthening his role is the unique “real world” experience he brings. Prior to joining the company in 1997, Oscar spent 12 years working for a Fortune 500 company in its call center division. In addition to running the state-of-the-art 1,200 person inbound/outbound center, his responsibilities also included attaining results as a regional sales manager, as well as a regional training manager.
Oscar performs consulting engagements at customer sites worldwide, where he focuses on the different facets of workforce optimization with an emphasis on the re-engineering of quality assurance strategies, the mission-critical aspects of capturing customer intelligence and optimizing workforce performance, and the impact enterprise workforce optimization can have in back-office operations departments and functions that help shape the customer experience. He regularly serves in a speaking capacity at industry conferences and events across the world, and is a frequently published author of articles in a variety of industry publications.
Tools & Technology
The Call Center of the Future: Emerging Trends
Mary Murcott, CEO NOVO 1
Mary Murcott is a Call Center Futurist who assists companies in transforming their customer’s experience. Ms. Murcott designs strategies and develops the technical and leadership competencies within companies to deliver world-class sales and service at best in class economics. Ms. Murcott is founder and president of Performance Transformations, Inc. Her clients include high profile Fortune 100 companies, as well as medium size companies in financial, healthcare, travel and other service industries. As a senior executive, Ms. Murcott was instrumental in driving performance turnarounds, startups and consolidations at many companies including American Express, DHL, Ryder, Budget Rent a Car and Cox Communications.
A frequent speaker at industry conferences, Ms. Murcott recently delivered keynotes at IQPC’s European Consortium in Monte Carlo, the Telecommunications Users Conference in New Zealand,
ICMI in Shanghai, Time Warner Customer Service Conference and IMI’s Call Center Conference in Istanbul. A noted authority on Sales and First Contact Resolution, Ms. Murcott has designed a series of webinars and in person seminars, which are held both in the US and in 26 countries. Ms. Murcott recently authored an ICMI published book entitled Driving Peak Sales Performance in Call Centers.
HR & Talent Management
Performance Management Practical and Legal
Adam Boland, is a Labor Attorney with Ogletree, Deaking, Nash, Smoak & Stewart, PA in San Antonio.
He practices in a variety of areas of Labor and Employment Law including employment discrimination, wage and hour, workers compensation and wrongful discharge law. Mr. Boland has represented employers in numerous employment discrimination matters including sexual and racial discrimination and harassment, ADEA and FMLA claims in Texas and Texas federal jurisdictions. He has also represented clients during investigations by administrative agencies including the Equal Employment Opportunity Commission and the Texas Workforce Commission-Civil Rights Division. He received his J.D from St Mary's University Law School where he graduated cum laude.
SPECIAL SESSION
Award Winner Best Practices Panel
Moderator, Carol Trostle, CEO of Trostle & Associates; Carol is a sought after advisor for companies that want to enhance servcie quality and win new customers while reducing cost. She has served on the Professional Teleservice Management Association (PTMA) Board of Directors for 7 years, including two terms as president.
Linda Cardenas, VP Service Center Operations, SWBC; Prior to joining SWBS, Linda was VP of Customer Care for the Scooter Store and held management positions with QVc, AT&T and Paragon Cable Systems.
SWBC Winner: Best Work Environment
Candy Weed, Director of Kinetic Concepts, Inc. National Contact Center has over 12 years of Contact Center experience. and held several leadership positions within the KCI National Contact Center.
KCI Winner: Best Use of Technology
Susan Wonder is a Manager for the Personal Lines Service Center in Nationwide Insurance in San Antonio . She is responsible for 150 associates in San Antonio providing policy and billing services to customers across 46 states. Susan’s previous experience includes various management positions within multiple inbound and outbound outsourcing call centers.
Nationwide Insurance 2010 Contact Center of the Year
AND Winner Best Use of Voice of the Customer
Best Employee Engagement Practices
CLOSING SESSION
The Importance of Contact Centers to Austin's Economy
CHARISSE BODISCH, CEcD
VICE PRESIDENT, AUSTIN CHAMBER OF COMMERCE
Charisse Bodisch is the Vice President of Economic Development for the Austin Chamber of Commerce. She specializes in the recruitment of contact/call centers, back office operations, data centers, life science companies and general manufacturing. She also serves as the Chamber’s Regional Partner liaison.
Prior to coming to the Austin Chamber of Commerce, she served as CEO of the Allen Economic Development Corporation (north of Dallas) and was involved with the recruitment and retention of 53 companies and over 4,300 jobs.