Morning Keynote Session:
Speaker: BARBARA SANFILIPPO, Leading Author, Consultant, Coach on Customer Service & Sales

Breakout Sessions

1. Making the Consumer Contact Center the Department Marketing, Sales and Operations Can't Live Without
   • Pat Nicholson, Tom Kiesau - Alto Resources
2. Test Messaging as an Emerging Channel
• Johann Leitner - Touchwork USA
3. Blending Self-Service and Assisted Service Applications
• Sabrina Barsh - Upstream Works Software
4. Reconnecting with Your Consumers through Product Placement, Surveys and Product News
• Karl Feld - Johnston, Zabor, McManus Inc.
5. Capturing and Retaining the 50+ Consumer
• Ruth Mittman - The Mittman Group

Breakout Sessions

1. Turning the Voice of Customer Feedback to Actionable Information for Your Business
• Karen Beck – iSky Inc.
2. Keeping and Enhancing Consumer Loyalty
• Dorothy Millman – Sears Business Solutions
3. VOIP Opportunities, Limitations and Trends
• Rob McDougall – Upstream Works Software
• Michael Cormier – One Connect
4. Best Practices in Training and Staffing: Motivating Your Contact Center and Creating Consumer Loyalty
   Sponsored By: The Jay Group
• Doug Swope – ClientLogic
• Andres Harris – Westfield
5. How Canada Became the Customer Service Capital of the World
• Jeff Shave – Bell Canada
• Eric Hochstein – Ontario Ministry of Economic Development and Trade

Breakout Sessions

1. Best Practices in Training and Staffing: Motivating Your Contact Center and Creating Consumer Loyalty
• Kate Oswald – Kellogg Company
• Doug Swope - Client Logic
• Andres Harris – Westfield
2. How Canada Became the Customer Service Capital of the World
• Jeff Shave – Bell Canada
• Eric Hochstein – Ontario Ministry of Economic Development and Trade
3. Don't Just Survive, Thrive During Mergers, Acquisitions and Expansions
• Sheila Sullivan – Coty Inc.
• Linda Pell – Kellogg Company
• Jeff Hagen – General Mills
4. Incentives and Compensation in the Contact Center
• Rita Wood – Network Direct, Inc.
5. Interactive Voice Response (IVR): The Catalyst for Creating Strong Consumer Loyalty
• Wade Hauser – Prosodie Interactive
• C.J. Stafford – Stafford Communications
• Richard Shapiro – The Center for Client Retention
6. How the Voice of the Consumer Impacts Your Organization
• John Goodman – TARP
• Scott Williams – Canadian Tire Financial
7. Protecting Your Call Center from Liability and Litigation
• Rachelle Wassell – Meyer, Darragh, Buckler, Bebenek & Eck
• Anthony Kiefner – Campbell Soup

Breakout Sessions

1. Develop a People-Focused Culture and Build Positive Brand Recognition for Your Call Center
• Jeff Doran – Contact Center Employer of Choice
2. Conducting Satisfaction Surveys: A Customer Care Professional’s Best Friend
• Richard Shapiro – The Center for Client Retention
• Sandra Hofer - SunRype
3. How Consumer Affairs Can Help Marketing Increase Promotion Efficiency& Customer Satisfaction
• Hal Stinchfield – Promotional Marketing Insights
4. The Benefits of Word-of-Mouth Marketing for Your Customer Care Department
• Leslie Forde - CommuniSpace Corporation
5. Serving as a Comfort to Your Consumers During Times of Emergency
• Skip True – Daimler-Chrysler
6. What Consumer Experts, Legislative Trends, and Why It's All Important to Your Business
• Frank Torres - Microsoft

Bob Eubanks

For four decades, Bob Eubanks wrote television history as host of the incredibly successful The Newlywed Game. Along with The Newlywed Game, Bob has served as the genial host for game shows on all three networks, including Rhyme & Reason and Trivia Trap for ABC; Card Sharks for CBS; and Dream House and Family Secrets for NBC. Currently Bob can be seen four times a day on Sony's Game Show Network. Eubanks has also hosted Prime Time Country for the Nashville Network and currently is hosting Powerball, The Game Show for the Multi-State Lottery Association and Jonathan Goodson Productions.

Using outtakes from his popular Newlywed Game, Bob makes his points in hilarious style. Bob’s presentation, “It’s All About People”, is not just limited to partnership in the workplace. He also talks about how to maintain partnerships in our personal lives.

• Enhancing people skills in order to maximize partnerships with customers and co-workers
• Personal relationships
• Relationships in the work place
• How to handle ethnic diversity
• The elderly and their increased presence in the workplace
• The use of humor as a communication skill

Keith Harrell

Barbara Sanfilippo

As both an inspirational speaker and business consultant, Barbara has two objectives: 1) to help individuals define success, live an on-purpose life and Dream Big! and 2) to help companies out-service, out-smart and out-sell the competition.

Her enthusiastic and entertaining style combined with her idea-packed programs have earned her high marks and repeat business from associations, corporations, and entrepreneurs in nearly every industry segment including: financial services, healthcare, hospitality, mortgage, real estate, retail, government, and many more. Specializing in motivation, customer service and sales, Barbara draws upon her background as a Vice President and Regional Sales Manager with Bank of America. In addition, her training and consulting company, Romano & Sanfilippo, assists organizations in building a sales and service culture. The combination of her hands-on experience and research into the specific needs of your group assures a tailored presentation that addresses the unique challenges facing your audience.