Pre-Conference Workshop Speaker - September 21, 2011
Coaching and Quality Monitoring in the Contact Center
Dayne Petersen, Benchmark Portal, West Lafayette, IN
Dayne has had extensive experience in contact center management including customer service, helpdesk and inside sales. She has proven skill in forecasting, scheduling, training, quality assurance, process design and most of all the technologies supporting the contact center, i.e. ACD, email management, knowledge management, quality management, IVR and networking. As a practitioner at AT&T, she had extensive personal experience managing complex contact centers including inbound customer service and sales centers for more than 20 years. She also managed service centers for another Fortune 100 company. In 2003 Dayne joined BenchmarkPortal in consulting with client organizations to assist in the deployment of best practices in process and technologies for client organizations. She is currently the Sr. Consultant at BenchmarkPortal and the Lead Instructor for the College of Call Center Excellence’s Manager Certification Pr.jpg)
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Sponsored by:
Opening reception and 8 Minute Ripple Networking Event September 21, 2011
Steve Harper, Author and Founder, The Ripple Effect
Steve Harper has become one of the most sought after speakers and business strategists on the power of deepening and strengthening the power of connections through a process he calls “Rippling.” Steve’s unique and refreshing approach to how and why individuals, organizations and even our society can and must reach outside the box to connect, is literally changing lives and impacting corporate bottom line dollars. A serial entrepreneur, professional speaker, author and leading business strategist, Steve has successfully uncovered the secret to creating powerful long-lasting connections and their impact on one’s personal and professional life. Steve has transitioned his years of business experience and unyielding customer focus into a successful consulting practice appropriately named The Ripple Effect after his successful first book by the same title. By building a strong network of referrals and repeat customers, Steve has honed his ability to foster client relationships into a leveraged system for achieving solid business success. That system is represented in his book The Ripple Effect.
Sponsored by: 
2011 OPENING SESSION - September 22, 2011
The Importance of Contact Centers to Austin's Economy
CHARISSE BODISCH, CEcD, VICE PRESIDENT, AUSTIN CHAMBER OF COMMERCE
Charisse Bodisch is the Vice President of Economic Development for the Austin Chamber of Commerce. She specializes in the recruitment of contact/call centers, back office operations, data centers, life science companies and general manufacturing. She also serves as the Chamber’s Regional Partner liaison.
Prior to coming to the Austin Chamber of Commerce, she served as CEO of the Allen Economic Development Corporation (north of Dallas) and was involved with the recruitment and retention of 53 companies and over 4,300 jobs.
KEYNOTE SPEAKER:
From Catepillars to Butterfiles: Helping Supervisors Become True Leaders
Mary Murcott, CEO-NOVO1
SPEAKER INFORMATION-SESSION ONE WORKSHOPS
HR & Talent Management
Top Tactics in Agent Motivation and Retention
Liisa Pursiheimo-Marcks, SPHR, Talent Management, EZCORP, Austin, TX
With fifteen years of experience in international business, training and organizational development, Liisa Pursiheimo-Marcks is passionate about creating sustainable change in behaviors, skills and performance. Currently, Liisa leads the talent management function at EZCORP, a leading provider of specialty consumer financial services. As a Talent and 
Development Consultant at Freescale Semiconductor, Liisa led numerous, Liisa led numerous organizational change initiatives and was in charge the succession planning and professional development of the Global Sales and Marketing function of over 1000 employees worldwide.
Liisa has a Master's degree in Economics and Business Administration, majoring in International Marketing. Having led global teams and lived on four continents, Liisa provides deep insight on navigating national and organizational cultures. She speaks English, Finnish, Spanish, plus some Swedish and German. She is a certified Senior Professional in Human Resources (SPHR). She is also a DDI certified facilitator (Development Dimensions International). After growing up in the nordic
Finland, Liisa loves the hot summers of her chosen home town
Austin, Texas.
For Liisa’s blog on talent and performance, go to www.forteconsulting.wordpress.com .
Tools & Technology
Special Panel Discussion: Current Trends in Call Center Technology
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David Lover, Vice President – Strategy and Technology, Cross
David is responsible for predicting the future and working with the various teams within Cross and their customers to make sure they are prepared to thrive in that future. He is a nationally recognized authority on integrated communications solutions. He developed and oversees the management of Cross University - A world-class training facility with state-of-the-art equipment to help facilitate hands-on learning. David is a nationally recognized keynote speaker and presenter at numerous industry conferences, forums, and seminars across the United States.
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Doug Lang, Vice President – Cross Services, Douglas is a recognized industry speaker with a clear understanding of operational effectiveness and superior management. His top-notch technical knowledge and project experience help him exceed customer expectations.
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Laura Bassett, Director of Marketing, Emerging Products and Technology, Avaya
Over seventeen years in applications consulting, development and delivery.Specifically focused on contact center (customer service) and customer relationship management solutions for the past nine years. Currently she manages the creation/development/go to market of customer service solutions for delivering next generation customer service.
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Dave Huber – Contact Center Consulting Systems Engineer, Avaya.
He has been consulting with customer experience-focused organizations to analyze their specific requirements and develop solutions to address these initiatives since 2000. Prior to this, Dave held a wide variety of contact center positions with a large transportation provider, starting as an agent and moving on to manage agents, workforce management systems, training programs, and business analytics.
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SPEAKER INFORMATION-SESSION TWO WORKSHOPS
Customer Service
Standing in the Future of Customer Contact
Lori Bocklund, President, Strategic Contact, Inc.
Strategic Contact is an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Strategic Contact h
elps companies develop and execute plans tied to business goals, conduct assessments and build roadmaps, develop technology requirements and select appropriate solutions, and manage projects to successful implementation.
Lori is a recognized industry leader in contact center strategy, technology, and operations. With over 22 years in the industry, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. She shares her knowledge and experience through speaking engagements, seminars, articles, and the book she co-authored. Attendees of Lori's seminars and courses appreciate her enthusiasm, energy, and humor, and her ability to make today's complex contact center environment more readily understood. Lori has a B.S. in Electrical Engineering from
South Dakota State Universityand an M.S. in Electrical Engineering from The George Washington University.
HR & Talent Management
Mentoring and Coaching in the New Workplace
Pat Schnee
Pat is a multi-faceted global management training consultant, keynote speaker and change agent who has been helping individuals and organizations for over 20 years to engage and encourage new ideas, raise employee skills and increase productivity.
Pat’s broad-based experience in business and program development, operations and staff management, in both private and non-governmental organizations in domestic and international markets, has honed her skills as a trainer and has afforded her a strong understanding of human behavior and how interaction can effect or influence a positive working environment. She is an enthusiastic communicator and quickly establishes rapport, builds credibility and works well with all levels of professionals, who are interested in developing and leading change in their organizations.
Her passion and extensive 13 years of ongoing research on generations in the workplace has culminated in a brand new skill-based mentoring program that aligns employees’ needs to organizational needs in order to create a “Learning Organization” that truly values and fosters growth through its human capital.
SPEAKER INFORMATION-SESSION THREE WORKSHOPS
Customer Service
Measuring Success
Bruce Belfiore, CEO, Benchmark Portal/Purdue University for Customer Driven Quality, West Lafayette, IN
Bruce is the author of the books Benchmarking for Profits!, a manual for best 
practices benchmarking, as well as its sequel, Benchmarking at its Best for Contact Centers. He is currently working on another book, Shareholder Value and Customer Contact with Dr. Jon Anton of
Purdue University. He holds an A.B. degree from Harvard College, a J.D degree from Harvard Law School, and an MBA degree from
Harvard Business School, where he also attended the HBS Entrepreneur's Tool Kit program. 
HR & Talent Management
Performance Management Practical and Legal
Adam Boland, The Law Office of Adam Boland, P.C.,
San Antonio, TX
Mr. Boland advises and defends clients in federal and state employment-related lawsuits and agency claims, including actions alleging discrimination, harassment, and retaliation. He also draws on his background in commercial litigation to represent employers in contract and tort disputes. Along with his litigation practice, Mr. Boland provides advice to employers concerning litigation avoidance, wage and hour laws, leaves of absence, employee discipline, hiring and termination issues, privacy claims, reductions in force, and other issues arising in the human resources context. He received his J.D from St Mary's University Law School where he graduated cum laude.
