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March 17, 2010

IQPC and Customer Management IQ to Organize Call Center Week in June

By Anshu Shrivastava, TMCnet Contributor


IQPC and Customer Management IQ have announced details for the 11th Annual Call Center Week, scheduled to take place June 14-18, 2010 at Caesars Palace in Las Vegas, NV.

Call Center Week focuses on growing the top line by enhancing customer experience via employee development and engagement, leveraging tools and technology. In addition, it also prepares call centers to become the focal point in Voice of the Customer initiatives.

Lisa Schulman, executive producer and sector leader at IQPC, said that, last year, the theme for Call Center Week was actually “Turn Adversity into Advantage.”

And, now that “we made it to 2010, we can look back at some positive results,” said Schulman, adding that they expect to hear story after story of companies that excelled and grew, even an adverse economy -- all because of the customer experience.

IQPC has brought together over 35 practitioner experts involved with contact centers and customer service. These include Richard Cox (News - Alert), vice president for customer experience at Orbitz Worldwide; Karen Vaughn, vice president of vendor management at Guthy-Renker.

Other practitioner experts are Melissa O’Keefe, director for customer service at Netflix; Tish Whitcraft, senior vice president of customer experience and operations at MySpace (News - Alert); Darrell Robertson, vice president at New York Life; Brian Mullaney, senior vice president of contact center operations at The SCOOTER Store; and Steve Kaay, vice president of Call Center Operations at US Auto Parts.

Some of the participating companies at the five-day event are IBM (News - Alert), Comcast, Microsoft, CVS Caremark, Zappos.com, AT&T, Citation Air, Bluegreen, Novo Nordisk, Lennox International, and more.

The 11th Annual Call Center Week is expected to also include the Call Center Excellence Awards. It honors, recognizes, and promotes the most innovative call center solutions and individuals over the past year.

IQPC said that the eight awards, including 4 new categories for 2010, are slated to be announced and presented on June 16, 2010 during the conference.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Patrick Barnard




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