KEYNOTES
Victor Antonio -
Strategist, Leadership Expert
Wednesday, October 10,
9:00am -
10:15am
In this high-energy keynote, Victor digs into what the best leaders in the world do to create best-of-class organizations and teams. Why is it that some leaders seem to have a natural affinity for driving winning behavior in their teams while other struggle to do so? What do they do consistently that inspires others to want to work for them and strive beyond their job descriptions? Leadership is truly based on the ability to influence others. Even those with an abundance of talent and a wealth of good ideas will fail as leaders if they cannot influence their teams to follow them. Leadership Influence is about how to transfer your vision to your team in such a way that they will simply ‘get it’ and be fired up to make the vision happen!
Speaker Biography
Author, trainer and speaker Victor Antonio is proof that the American dream of success is alive and well. A poor upbringing from one of the roughest areas of Chicago didn't stop Victor from earning a B.S. Electrical Engineering, an MBA and becoming CEO of a multimillion dollar high-tech company. Victor was selected from over 500 sales managers to join the President’s Advisory Council for excellence in sales and management.
Norm Merritt -
President & CEO, iQor
Wednesday, October 10,
1:30pm -
2:15pm
Contact centers handle millions of customer interactions each day. Every call, text, email, chat session, and social media response yields information: a series of important data points – elusive but useful clues, like DNA strands, that can be harvested to map the “genome” of a customer. In this informative presentation, iQor President and CEO Norm Merritt will discuss the digital network, tools, and processes needed to capture, decode, and act upon the unique genome of any given customer in the fundamental belief that by understanding each customer’s unique DNA signature, you can improve the customer experience.
Speaker Biography
Norm Merritt is President & CEO of iQor, a provider of intelligent customer interaction and outsourcing solutions. A contact center veteran, Norm joined iQor in 2003 and has pioneered the digitization of the contact center with the development and implementation of teQ21TM, iQor’s proprietary technology platform. Prior to joining iQor, Norm held several senior positions with prominent companies, including as President of the Consumer Direct Division of the largest privately held mortgage bank in the U.S., President and Founder of an internet games of skill company, and Vice President of Product Development and Travel Industry Marketing for the Walt Disney Company. Norm is a Cum Laude graduate of Brigham Young University and holds an MBA from Harvard Business School.
Barry Maher -
Author, Management Expert
Thursday, October 11,
9:00am -
10:15am
In this high-energy, humor-rich presentation, Barry Maher offers the antidote to presentations that are simply “let’s all think happy thoughts and everything will be wonderful” fluff. It is chock full of nuts and bolts content and straight-talk tactics you can apply immediately. Yet it’s real-world motivational, and perfect for the most cynical veteran AND the most starry-eyed (or the most discouraged) novice.
Occasionally blunt, always honest . . . Maher will help you fill your own glass through a skillful mix of case studies, tips, tactics and hard headed, reality-based inspiration. Based on his best-selling book, Filling the Glass, this keynote presentation will provide the innovative strategies and tactics that actually work. The session will focus on personal growth, development and career issues like: motivation, humor, leadership, management, attitude, self-esteem, entrepreneurship, inspiration; work/life balance, empowerment, change, and customer relationships.
You may have seen Barry on the Today Show, the NBC Nightly News, CBS or CNBC or read about him in USA Today, the New York Times or the Wall Street Journal. Now Barry Maher brings his real world tactics for increasing productivity AND job satisfaction to the Contact Center Conference Fall 2012.
“We keep hearing that some people see the glass as half empty, others see it as half full. The person I want to be, the person I want to hire, and the person who will be more successful and more useful to his company, his society, his family, his friends, his dog, his parakeet and himself is the person who isn’t concerned with whether the glass is half empty or half full, but with figuring out what he has to do to fill the thing up.”
—From Filling the Glass: The Skeptic’s Guide to Positive Thinking by Barry Maher
Speaker Biography
Barry Maher first made his mark as a management and sales consultant, helping clients improve their productivity--often dramatically. It soon became apparent that the strategies that were so effective in helping managers and salespeople succeed, worked every bit as well with the issues all of us face in business.Today Barry Maher is in demand for business audiences of all types. And whether as a speaker or a consultant, he's hired to get results: to improve productivity and attitude and ultimately, the bottom line.
Christine Cashen -
Humorist, Life Coach
Friday, October 12,
9:00am -
10:15am
The fact is: we are all forced to do more with less – fewer staff, declining resources, and 40 hours of stuff to do in a 24-hour day. This can really wear us down! What to do? Sure you can waste energy complaining, but how productive is that? Be part of the solution, not part of the problem. Christine will share the secret to getting what you want with what you’ve got, and she’ll show you that you have what it takes right now to make a difference in your workplace and your life.
With her incredibly humorous and relatable style, Christine gives you the tools to identify, understand and approach conflict creatively. Learn the secrets to defuse anyone in any situation, blow off steam before you boil over, and bring peace to all across the land. You’ll also discover the keys to having more fun, improving productivity and morale, while at the same time lowering stress and improving job satisfaction! Make sure to attend this keynote to end your conference with a bang!
Speaker Biography
Fasten your seatbelt and enjoy the ride! Christine Cashen delivers a fast-paced, hilarious program with useful content that makes her a sought after speaker worldwide. For more than 14 years, she has jazzed an amazing variety of audiences throughout the United States, Canada, South Africa and Australia. Christine is an authority on sparking innovative ideas, handling conflict, reducing stress and energizing employees.