16th Annual Call Center Week

June 15 - 19, 2015

The Mirage, Las Vegas, Nevada

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Meet the Speakers

Call Center Week is designed 100% by the industry’s feedback. 75% of the 2014 speaker faculty and keynote speakers are new customer service leaders to Call Center Week who will share their best practices and expertise. Download the agenda for more information.

Keynote speakers

   Kyle Cleaver
Kyle Cleaver
VP, Global Customer Care & Operations
CareerBuilder
   Keith Ferrazzi
Keith Ferrazzi
Founder and CEO - author of #1 NYT Bestseller
Ferrazzi Greenlight, Greenlight Research Institute
   Jasmine Green
Jasmine Green
Chief Customer Advocate
Nationwide
   Jenn Lim
Jenn Lim
CEO & Chief Happiness Officer
Delivering Happiness & Zappos Culture Book Creator
   Michael Mendoza
Michael Mendoza
Senior Product Marketing Manager
Microsoft
   Jerry Nadal
Jerry Nadal
Senior Vice President
Cirque du Soleil Residential Shows Worldwide
   Adriana Torres
Adriana Torres
Globa Head of Customer Care Services
Visa Inc

Speakers

   Terri Abbe
Terri Abbe
Recruiting Manager, Customer Service
Amazon
   Chris Abel
Chris Abel
Director, Contact Center Operations
Bright Horizons
   Deborah Alvord
Deborah Alvord
Customer Engagement Management
Hewlett-Packard Company
   Ronald Anderson
Ronald Anderson
Director, Contact Center And In House Mobile Comm.
University of Southern California
   Bruce Belfiore
Bruce Belfiore
CEO
BenchmarkPortal
   Marybeth Jenkins
Marybeth Jenkins
Chief Operating Officer
UPMC Health Plan and UPMC WorkPartners
   Eric Berg
Eric Berg
Co-Founder and Treasurer
Midwest Contact Center Assoication
   Shai Berger
Shai Berger
Chief Executive Officer
Fonolo
   Lyca Bhatti
Lyca Bhatti
Senior Manager Call Center
Ufone Pakistan
   Jeremy Booth
Jeremy Booth
VP
Cambridge Investment Research
   Patrick Botz
Patrick Botz
Vice President Workforce Optimization
VPI - Voice Print International
   Rich Brecht
Rich Brecht
Director, Contact Center and Retail Operations
MAG Retail Group
   Asad Amjad Butt
Asad Amjad Butt
GM, Call Center, Support Center & BPO
Ufone
   Terry Byrnes
Terry Byrnes
VP of Total Service
Caesars Entertainment
   Christopher Cardenas
Christopher Cardenas
Vice President Customer Care
Time Warner Cable
   Steve Chirokas
Steve Chirokas
Vice President of Marketing
Voltdelta
   Maura Dailey
Maura Dailey
Customer Loyalty Leader
Zappos
   Thomas Dalton
Thomas Dalton
Head of the Relationship Coordinator Unit
HealthFirst
 
Joel Davis
Senior Director of Customer Care Operations
Walgreens
   Todd Davis
Todd Davis
Director of Human Resources Worldwide Operations
Amazon
   Catherine DeFrancesco
Catherine DeFrancesco
Senior Health Administrator, Engemann Student Health Center
University of Southern California
   Mary Ann Dennis
Mary Ann Dennis
SVP Enterprise Teleservices
Caesars Entertainment
 
James Dickey
VP and Managing Director
TeleTech
 
LeAnne Edgeton
Leader Partner Support
Cambridge Investment Research, Inc.
   Lisa Figura
Lisa Figura
Vice President
Harte Hanks
   Jeff Foley
Jeff Foley
Director Product Marketing
Pegasystems
   Tony Gaines
Tony Gaines
Chief Customer Officer
LOGIC Electronic Cigarettes
 
Monica Girolami
Head of North America Marketing
NewVoiceMedia
 
Sonya Hansen
Customer Marketing Manager
inContact
   Eric Head
Eric Head
Senior Director, Sales
ForeSee
   Kevin Hegebarth
Kevin Hegebarth
Vice President of Marketing and Product Management
Hire IQ Solutions, Inc.
   Jesse Hoobler
Jesse Hoobler
VP Software Support Americas
Pitney Bowes
 
Neil Hooper
Senior Marketing Manager
Plantronics
   Joe Huffnagle
Joe Huffnagle
Sr. Director of Enterprise Systems
Medical Alert/Connect America
   Jim Iyoob
Jim Iyoob
Senior Vice President Corporate Development
Social Strategy1
   Ian Jacobs
Ian Jacobs
Customer Experience Evangelist
Genesys
   Michael Jones
Michael Jones
Engagement Leader
Convergys Analytics
 
Michael Jones
Engagement Leader
Convergys
   Ashley Kohlrus
Ashley Kohlrus
Chief Experience Officer
Allegacy Federal Credit Union
   Steve Kraus
Steve Kraus
Senior Director of Product Marketing
Mattersight
   Amy Latzer
Amy Latzer
Chief Operating Officer
211 LA County
   Mike Lewis
Mike Lewis
Chief Executive Officer
ILD Corp.
   Alex Marxer
Alex Marxer
President
ResortCom International
   James Merlino
James Merlino
Chief Experience Officer
Cleveland Clinic Foundation
   Troy Mills
Troy Mills
Divisional Vice President of Customer Care Operations
Walgreens
   Christopher Mulligan
Christopher Mulligan
Chief Executive Officer
TalentKeepers
   Harry Nachnani
Harry Nachnani
Head of Call Center Technology
Google
   Leann Nicholson
Leann Nicholson
Senior Manager, Operations Strategic Initiatives
Cars.com
 
Leslie Noffsinger
General Manager Customer Service
Williams-Sonoma
   Mike Oeth
Mike Oeth
CEO
OnSIP
   Mikko Ollila
Mikko Ollila
Senior Product Manager
Expedia
 
Daniel Padgett
Director of Voice User Experience
Walgreen Company
   Rajat Paharia
Rajat Paharia
Founder and Chief Product Officer
Bunchball
   Tim Passios
Tim Passios
Director of Solutions Marketing
Interactive Intelligence
 
Patrick Patton
Manager, Pre-Sales Consultant
Interactive Intelligence
   John Peitler
John Peitler
Vice President
MicroAutomation
   Kai Petzelt
Kai Petzelt
Senior Director, Product Marketing
SAP
   Michael Politz
Michael Politz
Senior Vice President of Operations
Cross Country Home Services
   Matthew Price
Matthew Price
Sr. Director of Product Strategy Oracle RightNow
Oracle
   Abhay Rajaram
Abhay Rajaram
Vice President of Customer Success
Hightail - formerly You Send it
   Heather Rattin
Heather Rattin
Director, Customer Care
Cars.com
   Steve Riddell
Steve Riddell
Chief Sales Officer
Blinds.com
   Brian Salvatori
Brian Salvatori
VP Business Development
SPi CRM
   Doug Sash
Doug Sash
Senior VP Customer Engagement
Experian
   Tyler Schrauben
Tyler Schrauben
Contact Center Specialist
iDashboards
   Niren Sirohi
Niren Sirohi
Vice President, Predictive Analytics
iKnowtion
 
Tim Smaby
Chief Learning Officer
Kaplan Education
   Dennis Stoutenburgh
Dennis Stoutenburgh
Co-Founder
ILD Corporation
   Rhonda Tate
Rhonda Tate
VP of Direct Response
Positec
 
Matt Tognelli
Tech Lead
RedBeacon
   Greg Troxell
Greg Troxell
Business Intelligence
Stratix Corporation
   Graham Tutton
Graham Tutton
VP Consumer Insights
Comcast
 
Gloria Walker
Director, Customer Care
CVS Caremark
 
Ron Walker
Site Director
Walgreens
 
Robert Webb
Vice President of Sales
Pipkins
 
Matt Wheat
National Sales Manager
Texas Digital
   John Wolf
John Wolf
Chief Marketing Officer
Intradiem
   Crystal Wyland
Crystal Wyland
VP Customer Experience
Transamerica
   Russ Zilles
Russ Zilles
CEO/Board of Directors
IQ Services

Download the Agenda

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