This track will explore the critical role that monitoring, assessing, surveying, and analyzing plays in managing the quality of the total customer experience.  Attend these sessions to learn how focusing on the experience can result in increased profits, more effective performance, improved morale and even increased sales!

102: Taking Control of the Customer Experience
Pete McGarahan President, McGarahan and Associates

202: What You Can Learn From Your Least Satisfied Customers
David Lewy VP, Knoah Solutions

203: Taking Control of the Customer Experience
Pete McGarahan President, McGarahan and Associates

302: Total Quality Management
Brian Flagg Senior Client Executive, Cincom Systems, Inc.

402: Supporting the Mobile User
Bobbi Chester Director, Solutions Marketing, Interactive Intelligence

602: Your Quality Team's Auditing and Speech Analytics - What Now?
Craig Antonucci Vice President, Client Strategies, BPA Quality

702: Balance the Expectations of Agent Efficiency and Effectiveness
Matt McConnell President & CEO, Knowlagent

802: Maximizing the Multimedia Customer Experience Through the Contact Center
Ernie Wallerstein President, Zeacom

902: Make a Great Impression on Customers with MAGIC E-Mails
Tom Larkin President and CEO, Communico Ltd

904: Future Contact Resolution
John Quaglietta Leader, Customer Experience Solutions Group, Avaya

1002: Intelligent Virtual Agents Integrate with Call Center to Achieve 100 Percent Resolution
Pamela Kostka Chief Marketing Officer, VirtuOz