Live Chat Software
June 18-22, 2018
The Mirage, Las Vegas

June 21: Genesys

9:50 am - 10:10 am Expo Hall Opens/Networking Break/Meet the Customer

10:10 am - 10:20 am Host's Opening Remarks

Ludy Morales-Dunning - Director, Marketing Genesys
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Ludy Morales-Dunning

Director, Marketing
Genesys

10:20 am - 10:50 am You're My Hero! Telling the Story of Victorious Customer Relationships

Dan Rood - VP Product Marketing Genesys
In this session, you’ll learn about the structure of classical storytelling and how to apply these principles to create and maintain valuable customer relationships. Explore the roles of the hero and the guide in business interactions, as well as how the impact of telling the right story effectively is a powerful tool to drive business outcomes.
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Dan Rood

VP Product Marketing
Genesys

10:50 am - 11:00 am 10 minute transition

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Martin Lampman

Director Customer Support Operations, Social Responsibility and Communications
British Columbia Lottery Corporation (BCLC)

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Max Ribitzky

Global Head of Sponsorship & Business Development
Customer Management Practice

11:30 am - 11:40 am 10 minute transition

Ann Moreth

Manager Medicare/UPMC for Life Member Service
UPMC Health Plan

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Alan Winters

Deputy Chief Global Compliance Officer, Chief Privacy Officer & Chief Data Protection Officer
Teleperformance Group

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Michael DeJager

Principal Analyst & Divisional Director
Customer Management Practice

12:10 pm - 12:20 pm 10 minute transition

12:20 pm - 12:50 pm Enhance Your Workforce Management Solutions with Strategic Long-term Planning

Steve Kosiba - Product Marketing Manager Genesys
If you were to ask a seasoned contact center executive the definition of workforce management, they would reply with some form of this... workforce management is the art and science of ensuring the contact center has the right number of resources available at the right time in order to hit specific service standards. But traditional workforce management software doesn't do so well with longer term planning. Join us as we discuss exactly why we need to think about strategic planning, how to optimize strategic plans, decision analyses that strategic planning models enable, and the benefits associated with doing so.
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Steve Kosiba

Product Marketing Manager
Genesys

12:50 pm - 2:00 pm Late Night Lunch in the Expo Hall

2:00 pm - 2:10 pm Host's Opening Remarks

Ludy Morales-Dunning - Director, Marketing Genesys
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Ludy Morales-Dunning

Director, Marketing
Genesys

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Holly VandeWalle-Gore

Director, Customer Center Training and Quality
Terminix

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Sandy Ko

Research Development Analyst
Customer Management Practice

2:55 pm - 3:25 pm Pavilion Content Concludes