Friday, October 13th, 10:15 - 11:00 am Dr. Jon Anton (also known as 'Dr. Jon') is the director of benchmark research at the Center for Customer-Driven Quality at Purdue University. He specializes in enhancing customer service strategy through inbound call center, and e-business centers, using the latest in telecommunications (voice), and computer (digital) technology. He also focuses on using the Internet for external customer access, as well as Intranets and middleware.
Since 1995, Dr. Jon has been the principal investigator of the annual Call Center Benchmark Research first launched by the Center for Customer-Driven Quality. This data is now collected at the BenchmarkPortal.com website, where it is placed into a data warehouse that currently contains over ten million data points on call center and e-business center performance. Based on the analysis of this data, Dr. Jon has authored well-known columns in Call Center Magazine and in Call Center News. His current publications include Customer Inter@ation Solutions and Customer Interface Magazine. Dr. Jon has assisted over 400 companies in improving their customer service strategy/delivery by the design and implementation of inbound and outbound call centers, as well as in the decision-making process of using teleservice providers for maximizing service levels while minimizing costs per call. In August of 1996, Call Center Magazine honored Dr. Jon by selecting him as an Original Pioneer of the emerging call center industry. In October of 2000, Dr. Jon was named to the Call Center Hall of Fame. In January of 2001, Dr. Jon was selected for the industry�s 'Leaders and Legends' Award by Help Desk 2000.
Continued ... Dr. Jon has guided corporate executives in strategically re-positioning their call centers as robust customer access centers through a combination of benchmarking, re-engineering, consolidation, outsourcing, and web-enablement. The resulting single point of contact for the customer allows business to be conducted anywhere, anytime, and in any form. By better understanding the customer lifetime value, Dr. Jon has developed techniques for calculating the ROI for customer service initiatives. Dr. Jon has published 75 papers on customer service and call center methods in industry journals. In 1997, one of his papers on self-service was awarded the best article of the year by Customer Relationship Management Magazine. Dr. Jon has published eighteen professional books. For a complete listing, visit our bookstore.
Dr. Jon is the editor for a series of professional books entitled Customer Access Management, published by the Purdue University Press. Dr. Jon�s formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Masters of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive Executive Education program in Business at the Graduate School of Business of Stanford University.
Donald E. Brown, M.D. co-founded his third software company, Interactive Intelligence, in October 1994 and has served as Chief Executive Officer since April 1995 and President since inception. Dr. Brown also serves as Chairman of the Board, a position he has held since July 1998. Dr. Brown has been a director since inception.
In March 1988, Dr. Brown co-founded Software Artistry, Inc., a developer of customer support software that became a public company in March 1995 and was subsequently acquired by IBM Corporation in January 1998. At Software Artistry, Dr. Brown served as Chief Executive Officer and director from inception through September 1994. Dr. Brown's first software company was acquired by Electronic Data Systems, Inc. in September 1987.
Dr. Brown graduated from the Indiana University School of Medicine in 1985. He also holds two additional degrees from Indiana University, an M.S. in computer science and a B.S. in physics.
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