Driving Revenue, Profit and Customer Satisfaction in a Contact Center

Kevin Higgins
This FREE webinar was recorded on:
Monday, October 25, 2010
12:00 PM - 01:00 PM EDT
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Gain practical ideas from our roundtable discussion with key executives from American Express, Aviva and PartSource

Contact Center Leaders are constantly looking at how their Agents can make better calls, be more efficient, and improve sales and services results.  Some leaders believe they must sacrifice one to impact the other.

Hear about how you can positively impact all three. "If you want to change the result, change the conversation."

Join us for an interactive Webinar with Kevin Higgins, President of Fusion Learning leading an executive roundtable of world-class Contact Center executives.

During this webinar, we will discuss issues like:

  • Cost center to profit center - key success factors and pitfalls to avoid
  • Transaction to interaction - how to create more value in every customer call
  • Shift the bell curve on Agent participation rates  
  • Unique approach to sustaining behaviour change with Agents and Team Leaders

This is the Contact Center Webinar you and your colleagues should not miss!

Kevin Higgins
Kevin Higgins
Managing Partner
Fusion Learning

Kevin Higgins is the President of Fusion Learning.  He has consulted organizations on leadership, sales and learning effectiveness in North America, South America, Europe and Asia.  Higgins’ career includes time with Xerox, the Ivey School of Business (University of Western Ontario) and the Forum Corporation, an international training organization.  At Forum, he was an Executive Vice President, who led the Central Region with accountability for 60 professionals in Canada and the Midwest USA.  Higgins is a graduate of the Ivey Business School.

Scott Williams
Scott Williams
AVP, Commercial Sales

Scott Williams has years of experience in both Marketing and Customer Experience leadership. His most recent leadership role being in customer service and operations management, where he lead a team of 500 customer service professionals. Williams lead the transformation from a service organization to a sales channel for Canadian Tire Financial Services (CTFS), which has been recognized as having the top contact centre in North America for the past three years by Service Quality Measurement Group. Williams is also a recognized speaker around driving customer and employee satisfaction.

Tony Turco
Tony Turco
AVP, Contact Centre Infrastructure

Tony Turco, AVP Contact Centre Infrastructure, has been with Aviva for 6 years.  He has over 15 years of experience in contact centre leadership, specializing in Customer Experience, Contact Centre Technology, Project Management, Strategic Planning and Development and more.  At Aviva, Tony has created a centralized shared services infrastructure team to support multiple contact centres across Canada resulting in increased customer satisfaction.  More specifically, he has been instrumental in the implementation of key contact centre services, such as the customer experience program, In-house training, workforce management, management information reporting and analysis, business recovery program, capacity planning, sales planning and business process re-engineering.

David Schmidlin
David Schmidlin
Director – World Service Toronto
Amex Canada Inc.

David joined Amex in 2004 to lead Amex Bank of Canada’s day-to-day operations and support the building of new investment products and grow the investment portfolio.  He went on to lead Cardmember Financial Services and revenue generation for the US division, delivering 50%+ of the Amex US Consumer network results, with 33% of the network’s full time employees.  Previously spent 13 years in retail branch banking, including managing branches and driving revenue and cross sell.

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