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Conference
/ Speaking Schedule
-
Tecdo 2008 - Parque
Cibernetico, Santo Domingo, DR
° October 23, 2008 - The 5 W's of
World Class Customer Service Skills Training
- NCOF (National Conference on Operations &
Fulfillment) - Chic.
- April 30, 2007 - The 5 W's of World Class
Customer Service Training
- April 30, 2007 - Customer Service Policies
- Women's Entrepreneurial Networking - Patterson,
NY
April 18, 2007 - Communication Is Not A 4-Letter
Word
- IQPC Call Centre Week Conference - Toronto, CA
- August 30, 2006 -
The Human Aspect of
Customer Service: The 5 W’s of World Class Customer Service
- Government
Customer Support Conference - Arlington, VA
- June 14, 2006 -
1:30 pm - First Call Resolution: What About that 14%?
- June 15, 2006 -
8:00 am - Self Service: Is It Working?
- North American Conference on Customer
Management (NACCM) - Orlando, FL
- November 14, 2006 - 10:15 - 11:00 am -
Communication Is Not a 4-Letter Word!
- November 15, 2006 - 8:00 - 11:30 am Post
Conference Workshop - The 5 W's of World Class Customer Service Skills
Training
- DCI, a Division
of Shared Insights -- Teleconference
- May 4, 2005
-- 4:00-5:00 EST-- First Call Resolution: What about the Other 14%?
- Hampton Road Call
Centers (HRC˛) - Norfolk,
VA
- June 9, 2005
8:00 - 9:00 am - Turning Challenges Into Opportunities
- Toastmasters International District 53 Fall
Conference -
Fishkill, NY
- November 3, 2007 - 9:00 am -
Communication is Not A 4-Letter Word!
- Toastmasters International District 53 Spring
Conference - Wallingford, CT
- May 13, 2006 - Communication Is Not A 4-Letter
Word!
- Toastmasters International
Regional Conference, Falls Church, VA
- June 11, 2005
- Turning Challenges Into Opportunities
- Toastmasters International
Regional Conference - Boston, MA
- June 5, 2004
- Communication is Not A Four Letter Word!
- Progressive
Business Conferences Audio Conference
- June 23, 2005 -
1:00 -2:00 PM - First Call Resolution: 5 Keys to Ending Repeat Calls
- SAXPO (Service
Automation Expo - San Francisco, CA
- February 22,
2005 - Leveraging the Human Touch: Expert Advice on Call Center
Productivity
- Western States
Telemessaging Association (WSTA)
- May 12, 2004
- Excaliber Hotel, Las Vegas -
Wake
Up Your Contact Center
- WORLDWIT - Appel
Farm Arts Center, Elmer, NJ
- May 22, 2004
- www.camp.worldwit.org
- Customer Service
and The Human Experience
- Stress: Turning
Challenges Into Opportunities
- Speechtek - New
York, NY
- August 8,
2006 - How to Kick Customer Service Up A Notch
- September 14,
2004 - Automation vs. The Human Touch:
Usability
to the Rescue
- HDPA - New Orleans,
LA
- October 5,
2004 - World Class Customer Service Skills Training and the Bottom
Line - Pre-Conference Workshop
- October 6,
2004 - Define, Measure, and Improve First Call Resolution
- http://www.dci.com/brochure/hdno/schedule.asp
- HDPA - New York,
NY -
- August 27,
2003 - Challenges in Today's Contact Center
- HDPA - Los Angeles,
CA - Pre-Conference
Workshop
- October 13,
2003 - The 5 W's of World Class Customer Service Training http://www.dci.com/brochure/hdla/
- HDPA - Boston,
MA -
- September 30,
2002 - Training for the Multi-Tasking Help Desk Workshop
- October 1,
2002 - Stress Management: Turning Challenges Into Opportunities
- October 2,
2002 - Time Management - Prioritization
- HDPA - Phoenix,
AZ -
- April 10,
2001 - Turn Challenges Into Opportunities Workshop
- April 11, 2001
- ER in the Help Desk
- June 26-29,
2000 - Boston -Humanizing Your Call Center
- HDPA'S
e-Customer Service & Support Conference - Miami -
- December
11, 2000 -
e-Communication & Training Workshop
- December 12,
2000 - Training, Re-Training & Education for Call Center Agents
- Call Center Campus
- Key West, FL
- April 6, 2004
- World Class Customer Service Training & ROI
- Call Center Campus
- Coral Gables, FL
- April 9, 2003
- The 5 W's of World Class Customer Service Training - www.callcentercampus.com
- Call Center Campus
- Purdue University -
- July 12, 2005
- How To Define, Measure, and Improve First Call Resolution
- July 12, 2005
- The 5 W's of World Class Customer Service
- July 7, 2004
- World Class Customer Service Training & ROI
- July 16, 2003
- The 5 W's of World Class Customer Service Training - www.callcentercampus.com
- July 10, 2002
- Training for the Multi-Tasking Contact Center
- July 16, 2001
- Training for the Multimedia Contact Center
- July 17, 2001
- e-Customer Service Today
- July 18, 2000
- ER in the Call Center
- July 13,
1999 - Wake Up Your Call Center II
- June, 1998
- Wake Up Your Call Center
- Call Center Campus
- Disney Institute -
- March 28, 2001
- Training for the Multimedia Contact Center
- March 29, 2001
- e-Customer Service Today
- Call Center Campus
- Las Vegas, NV -
November
13, 2002
- Training for
the Multi-Tasking Contact Center
- DCI Action Workshop
- Benchmarking, Best Practices & Beyond
- March 1-2,
2004 - Chicago
- June 16-17,
2003 - Boston - Hynes Auditorium
- FIK International
Workshops - Humanizing
Your Call Center
- April 15-16,
2002 - Mumbai, India
- April 18-19,
2002 - Kuala Lumpur, Malaysia
- April 22-23,
2002 - Singapore
- April 25-26,
2002 - Hong Kong
- LOMA Contact Center
Workshop - Chicago - October
22, 2002
- Opening Keynote
- Humanizing Your Contact Center
- Call Center Measurement
Summit - New Orleans
- January 15-16,
2002 - Keynote Speaker
Call Center 2000
- Dallas, TX -
- January
24 - 26, 2000
- Training, Motivating and Retaining Your Best Agents
- ICCM - Chicago
-
- August 2, 2000
- Agent Skill & Career Path Development
- August, 1998
- CRM - San Diego
-
- October 19-20,
2000 - The Human Side of CRM
- CT Expo - 1997,
1998, 1999
- Support Services
West - September, 1998
Other
Links
Call
Center News
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