Keynotes

Francis Hawthorne, Contact Center Manager, Epiq Systems

Process Automation is a Game Changer for ININ Customers
Learn how Epiq Systems transformed their contact center application into an enterprise-wide process automation application, delivering terrific customer service and satisfaction and a compelling ROI. Epiq Systems, a market leader in Legal Services, has a track record of innovation in claims processing. With a process improvement initiative underway, Contact Center Manager Francis Hawthorne will discuss the application, justification, rewards and next steps as process automation rolls into all areas of the organization.

Francis has been in contact center operational management for the past 12 years. During that time he has overseen call centers for General Motors and EarthLink. In his current role he is responsible for ensuring all service level objectives and client expectations are satisfied. Francis has been intimately involved in the rollout of process automation from the contact center and beyond.

Ashwin Iyer, Global Program Director, Frost & Sullivan

Passport to the Future of Customer Care - Emerging Trends and Technologies Shaping the Contact Center Industry Landscape
Contact Centers are the "tip of the spear" when it comes to their role as the primary channel for interacting with customers and driving customer satisfaction and loyalty. In this presentation, Frost & Sullivan will discuss some of the key trends and technologies shaping the future of the contact center industry and helping organizations raise the bar in delivering exceptional customer service through contact center interactions.

Ashwin Iyer is the Global Program Director for the Contact Center practice at Frost & Sullivan, where he is responsible for the strategic and tactical direction of Frost & Sullivan’s research and advisory services in the contact center industry. In his current role, he oversees a global team of research analysts and consultants monitoring and analyzing contact center market dynamics, trends, strategies, operations, and technologies in North America, Latin America, Europe, and Asia Pacific regions.

Scott Casson, Principal, Contact Center Improvement Solutions

Five Proven Solutions to Dramatically Reduce Customer Dissatisfaction in Your Contact Center
This presentation will provide five (5) relevant and highly actionable solutions that can be deployed immediately, and with limited cost, to dramatically reduce dissatisfaction levels of those that we are in business to serve - our customers. Dispelling age-old myths about what makes our customers happy, or unhappy, when interacting with us will be the foundation for each solution. Case studies of contact centers that have leveraged these solutions will be discussed and their results shared.

With more than 15 years of Contact Center operations and Process Improvement experience, Scott Casson offers a proven track record of identifying and executing upon initiatives to significantly improve quality, boost revenues, and cut unnecessary spending. Casson’s unique blend of people, process, and technology experience enables him to develop and execute upon strategies and solutions that result in substantial business and financial benefit. Casson understands the operations side of the business as he has successfully directed contact center operations for multiple Fortune 500 companies. While serving in these roles he managed all functions and systems necessary to successfully operate nationwide contact center operations.