Call Centre Week Canada
Creating a Superior Customer Experience Through the Next Generation of Call Centre Management
August 18 - 21, 2008 • The Grand Hotel & Suites, Toronto, ON
www.iqpc.com/us/callcentrecanada
CCW Canada is the premier Canadian event to feature primarily end-user, customer service executive case studies, and in-depth discussions on talent management, metrics/process improvement, remote agents and technologies.
The event will include: 16+ case studies: 4 site tours (American Express, Bell Canada, Cogeco Cable and The Shopping Channel), 2 interactive panel discussions, roundtable discussions, 4 practical workshops, and tons of opportunity for networking!
Speakers Include:
• Theresa Hull-Clarke, Associate Director, Call Centre Specialist - ICT Bell Canada Solutions
• Belinda Banks, Service Director, US Telephone Service Centre - American Express Canada Inc.
• Peter Van Hezewyk, Director, Operations, Burlington Contact Centre - Cogeco Cable
• Kevin Pierre, Senior Manager, Workforce Management - Rogers Communications Inc.
• Kimberley Mason, VP, Sales & Client Service - RBC Contact Centres (GTO - Global Technology and Operations)
• Scott Williams, Associate VP, Professional Dispatch Group & Corporate Support Services - Canadian Tire Financial Services
• Patsy Bertoia, Managing Director, Customer Service - FedEx Canada
• Dominique Gauthier, Director, Reader Services Centre - Sun Media Corporation
• Kimberley Mason, VP, Sales & Client Service - RBC Contact Centres (GTO - Global Technology and Operations)
• Andrew Fennell, Manager of Business Development, Distribution - WestJet Airlines
• Nancy Tichbon, VP of Customer Experience - Virgin Mobile Canada
• Faith LeGendre, VP of Training - 1-800-FLOWERS
• Andrea Jones-Wigglesworth, Shared Services Head - Bank of Montreal (BMO) Financial Group
As a customer of CRMXchange you are entitled to receive a 20% discount. To register please call 1-800-882-8684 or visit www.iqpc.com/us/callcentrecanada and quote this code IUS_CRMX_#4.