The College Of Call Center Excellence Faculty
Below is our faculty staff. Click the thumbnail or the "More Info" link to read more about each faculty member.
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Dr. Jon AntonDeanYears Experience: 25 Education: Dr. Jon’s formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Master of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive Executive Education program in Business at the Graduate School of Business at Stanford University. Bio: Dr. Jon Anton (also known as “Dr. Jon”) is the Director of Benchmark Research –The Center for Customer-Driven Quality at Purdue University. He specializes in enhancing customer service strategy through inbound call centers, and e-business centers, using the latest in telecommunications (voice), and computer (digital) technology. He also focuses on using the Internet for external customer access, as well as Intranets and middleware. Since 1995, Dr. Jon has been the principal investigator of the Purdue University Call Center Benchmark Research. This data is now collected at the BenchmarkPortal.com Web site, where it is placed into a data warehouse that currently contains over ten million data points on call center performance. Based on the analysis of this data, Dr. Jon authors the following monthly publications: “The Purdue Page” in Call Center Magazine, “Dr. Jon’s Benchmarks” in Call Center News, “Dr. Jon’s Industry Statistics” in Customer Interface Magazine, and “Dr. Jon’s Business Intelligence” in the Call Center Manager’s Report. Dr. Jon has assisted over 400 companies in improving their customer service strategy/delivery by the design and implementation of inbound and outbound call centers, as well as in the decision-making process of using teleservices providers for maximizing service levels while minimizing costs per call. In August of 1996, Call Center Magazine honored Dr. Jon by selecting him as an Original Pioneer of the emerging call center industry. In October of 2000, Dr. Jon was named to the Call Center Hall of Fame. In January of 2001, Dr. Jon was selected for the industry’s “Leaders and Legends” Award by Help Desk 2000. Dr. Jon is also a member of the National Committee for Quality Assurance. Dr. Jon has guided corporate executives in strategically re-positioning their call centers as robust customer access centers through a combination of benchmarking, re-engineering, consolidation, outsourcing, and Web-enablement. The resulting single point of contact for the customer allows business to be conducted anywhere, anytime, and in any form. By better understanding the customer lifetime value, Dr. Jon has developed techniques for calculating the ROI for customer service initiatives. Dr. Jon has published 117 papers on customer service and call center methods in industry journals. In 1997, one of his papers on self-service was awarded the best article of the year by Customer Relationship Management Magazine. ... More Info |
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Dr. Richard FeinbergInstructorYears Experience: 23 Education: PhD Bio: Richard Feinberg, Ph.D. is a consumer psychologist and Professor in the Department of Consumer Sciences and Retailing and the Director of the Center for Customer-Driven Quality at Purdue University and was Head of the Department of Consumer Sciences and Retailing (1989-1998; 2001-2002). He teaches courses in consumer behavior, retailing, “e”-retailing, customer relationship management and leadership. He has directed over 85 PhD and masters theses. He is responsible for the development and delivery of executive education programs and has been a consultant for many companies on customer service/satisfaction. He is the author of over 200 research and trade articles, and hundreds of presentations and seminars. With Ko deRuyter and Lynne Bennington he authored “Call Center Management: Great Ideas Th(at) work.” And was a contributing author to Jon Anton’s “Customer Relationship Management.” He is Consulting Editor and Reviewer for professional journals and has been a member of the Advisory Board for OneBlue World, an Internet start-up. Feinberg was a member of the Board of Directors for Paul Harris Stores, the Purdue University Press, Benchmarkportal and the FightBack Foundation. He has consulted with a multitude of companies (some big ones) and has served as an expert witness and consultant on some extremely interesting law suits. ... More Info |
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Catherine GilmoreInstructorYears Experience: 22 Education: Catherine has an MBA from Columbia University and undergraduate degree from St. Michaels College. Bio: Catherine is the Vice President of Educational Services for BenchmarkPortal.com. In that capacity she leads the AT&T College of Call Center Excellence and manages the BenchmarkPortal.Com/Anton Institute partnership. As a former Director of a large call center handling sales, customer service, and order processing she led the turnaround effort that resulted in the center moving from a ranking of 29 of 31 to 2 of 31 in 18 months. In addition, she has extensive experience in Product Management and Marketing, Sales, Change Management and Human Resources. Catherine has extensive experience in the International market having consulted and trained at all levels in the contact center environment. ... More Info |
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Greg Van ZandtInstructorYears Experience: 18 Education: - Bio: Greg Van Zandt, Director of Call Center Solutions, a call center consulting firm assisting call centers in driving results through people, process and technology: optimizing operational efficiencies and customer satisfaction by developing and implementing customer-focused initiatives. Greg has extensive experience developing and managing customer service organizations for predominately Fortune 1000 companies. His experience includes consulting in customer service operations and contact centers, contact flow optimization, computer telephony integration, customer relationship management, knowledge management, and training. Previously, with AT&T Solutions, Greg was a Senior Call Center Consultant focusing on operations. His engagement experience includes work in the Hospitality, Financial Services, Healthcare, Telecommunications, and Consumer Electronics Industries. Additionally he was Director of Educational Services, directed the AT&T College of Call Center Excellence and various call center skills building training programs. Prior to AT&T Greg held senior management and director level customer service positions with Sharp Electronics, Sony Electronics, NEC, and Minolta. Greg is part of the Purdue University Center of Excellence Certification consultant team providing on-site consulting and assessment for contact centers applying for Center of Excellence Certification. He is also a founding member of The Center for Customer Driven Quality at Purdue. Greg is a Purdue University Certified Contact Center Auditor working with Jon Anton at Benchmark Portal specializing in all areas of contact center operations. ... More Info |
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Mike CholakInstructorYears Experience: 15 Education: Mike holds a B.S. degree (Cum Laude) in business from Miami University and graduated with honors with his M.B.A. in marketing from the University of Cincinnati. Prior to joining Convergys, Mike worked as a Marketing Research Analyst at Market Facts headquarters in Chicago, where he serviced several Fortune 500 accounts. Bio: Mike Cholak is Vice President of Convergys Customer Intelligence Services, where he has complete management responsibility for the division including the Research Sales Organization and the entire Research Operations area. Mike works to ensure that Convergys Customer Intelligence Services provides clients with world-class quality research delivered in a timely, cost-effective manner. Serving as head of the company's Strategic Planning Committee, Mike directs overall company strategy, planning, policies, and procedures. He is integrally involved with implementing Convergys’ quality initiatives. Additionally, Mike serves as a resource for project design and consultation, offering technical support for transactional-based research. Other responsibilities include supplying clients with myriad research support services. This entails furnishing clients with complete custom quantitative and qualitative research in a broad span of industry and product categories. Under Mike’s leadership, Convergys Customer Intelligence Services has become recognized for its leading edge solutions focused on providing clients with actionable research services and results. He has led the integration of marketing research product and service offerings into the broader Convergys Corporation’s suite of customer management solutions. ... More Info |
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Dayne PetersenInstructorYears Experience: 17 Education: Dayne graduated from Minnesota State University and has completed graduate level courses in various business disciplines. Bio: Dayne Petersen has experience managing and operating both business-to-business and business-to-consumer call centers. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements. At Carlson Companies as Director of Call Center Operations, she acted as the internal “best practice and benchmarking consultant,” leading the Gallup employee satisfaction surveys, introducing of Six Sigma for call center process improvement and design, and implementing multi-media in the contact center. Dayne also spent several years with AT&T Solutions where she consulted with many of the Fortune 100 companies focusing on contact center technologies particularly network services, intelligent call processing, IVR and ACD solutions. Dayne focuses on driving results through the fine-tuning of people, process and technology that your business currently owns. Dayne Petersen, Senior Consultant with Minnesota based Call Center Solutions is a Purdue University certified contact center auditor specializing in all areas of contact center operations. ... More Info |
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J.R. HardenburghInstructorYears Experience: 23 Education: Education / Professional Development • Bachelor of Science / Business Administration / University of Connecticut • AT&T Systems Integration Course Curriculum / Massachusetts Institute of Technology • Acclivus Sales Training / AT&T School of Business Bio: Areas of Expertise • Contact Center Operations - Relied upon by clients for in depth knowledge of Contact Center technology, platform migration, human resource management, benchmarking, vendor evaluation, leadership principles, and strategy determination. • Engagement Management - Led consulting teams in delivery of proposed work efforts. Responsible for resource utilization, quality of deliverable content, client satisfaction measures and financial success of consulting engagement. • Presentation Skills – Developed and delivered customized contact center educational symposiums to the Banking Automation Industry (BAI) and Center for Business Intelligence (CBI) Pharmaceutical conferences, and regional contact center customer symposiums • Self-service channel optimization – Competency in delivering both self-service optimization and user experience testing for web and voice response channels within a contact center operation. Professional Experience President Comprehensive Contact Center Consulting (C4) Current Position C4 assists clients in developing contact centers, performance improvement programs and customer care technology platforms to help them provide their customers with world-class sales, service, customer care and technical support. J.R. has responsibility for both business development and delivery to multiple clients. His current projects include reengineering the call flows, routing platform and defining the customer satisfaction drivers for a large financial services client; assisting with the evaluation and technical architecture migration for a health services client; developing a loyalty program and virtual topology for a manufacturing client. Senior Consultant, Contact Centers AT&T Professional Services 1997 to 2003 Accountable for profit and loss responsibilities, cost management, profit margins, and client satisfaction evaluations on over twenty contact center consulting engagements. - Partial client list includes Blue Cross of MA, DirecTV of Mexico, Internal Revenue Service, Verizon Wireless, US National Passport Center, US Customs, British Telecom and Federal Reserve Bank of Boston. • Designed, developed and delivered a customized leadership symposium, incorporating, human resources, workforce management, strategy and technology for American Express International’s worldwide contact center operation. - The symposium contributed significantly to improving agent performance for availability (+4%) and occupancy (+3%). • Successfully delivered a contact center agent life cycle and email process improvement program for Hasbro’s consumer affairs department. - Analysis, optimization and automation efforts resulted in a 207% increase in consumer contacts handled with no increase in contact center staff. • Created an innovative, international call flow design for Emerson Process Management. Consulting effort resulted in the fully functional Help Desk in Manila, Philippines receiving initial trouble calls from clients worldwide and providing seamless routing to the Texas based Tier Two & Tier Three engineering teams. • Designed an enterprise-wide Internet Protocol (IP) reference architecture for contact centers, including a phased migration plan for Lexmark International. Plan included vendor evaluations, best practices, plus channel optimization and integration analysis. ... More Info |
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Paul KowalInstructorYears Experience: 19 Education: He received a BA from Amherst College and an MBA from the Harvard Business School. Bio: G.P. Paul Kowal is founder and President of Kowal & Associates, Inc., a leading customer service consulting firm whose mission since 1988 is “to improve the link between companies and their customers.” During the past 17 years, under Paul’s leadership, the firm has been helping clients of all sizes in a variety of industries to maximize the effectiveness of their multi-channel customer contact strategies. Kowal & Associates was one of the first consulting firms in the country to adopt the contact center as its focus. Kowal & Associates’ consulting specialties fall into three areas: • outsourcing strategy and execution, • call quality assessment and improvement, and • interactive voice response systems. Paul began the firm to help Fortune 100 companies develop an outsourcing strategy, identify and select outsourcing partners (both domestically and abroad) and manage their outsourced relationships. He developed this specialty well before call center outsourcing became the common business practice it is today, and was a pioneer in off-shore outsourcing, working with service bureaus in Canada, Jamaica, Ireland and Japan during the 1990s. Ten years ago, Paul recognized the growing need in call centers to formalize the quality assessment process. He and his team began to design innovative quality programs, implementing them both locally in the contact center and remotely from third party sites. He also began to work with leading edge companies who had already established quality programs to refocus them more directly on improving customer satisfaction. Kowal & Associates’ quality activities include both consulting and actual third party monitoring on behalf of its clients. Paul began his involvement with speech recognition in 1998, when the industry was in its infancy. As an early evangelist for the technology, he has been delivering seminars at industry conferences and writing articles for seven years, spreading the word about the business and financial successes of early adopters. His mission is to train managers in the basics, to enable them to investigate the technology further for their own organization. As the technology has become more widely established, Paul has begun to concentrate his focus on the interaction between the automated portion of a call and its eventual transfer to a “live” call center for completion. Prior to founding Kowal & Associates, Paul founded a full-service database marketing agency, Boston Direct, which he built for two years before moving into consulting. He previously gained customer service, advertising and marketing experience at a telemarketing service bureau, two advertising agencies and a pioneering database marketing agency, as well as two consumer packaged goods firms. He has been the lead consultant to Fortune 100 companies regarding teleservices and customer service for a variety of well-known brands, and has designed and executed promotion and support strategies for the largest packaged goods product in the world. He has given seminars on teleservices throughout the country, and consulted in both Canada and Japan. His articles have appeared in numerous contact center and industry-specific journals and magazines, and he has been quoted in many publications, including the New York Times, USA Today, Entrepreneur magazine, and National Public Radio (NPR). Paul is a member of several call center-related professional associations, including the Society of Consumer Affairs Professionals (SOCAP), the International Customer Service Association (ICSA), the Society of Workforce Planning Professionals (SWPP), and the American Teleservices Association (ATA). He belongs to the leading speech recognition developers’ association, AVIOS (the Applied Voice Input-Output Society). ... More Info |
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Dru PhelpsInstructorYears Experience: 20 Education: Dru has received the following education: Adjunct MBA Faculty member and published at the University of Phoenix, Master of Science in Systems Mgt. at the University of Southern California, B. S. from Purdue University, distinguished alumni in Industrial Engineering, Organizational Leadership Bio: Dru Phelps, Vice President of Certification shares with you 20 years of pragmatic expertise in customer service, quality management systems and performance engineering. Currently, Dru leads the certification of specialist in the methodology and measurement with thousands of peer groups with BenchmarkPortal. Her experience includes quantifiable assessments to process assimilation within the industries of finance, utilities, banking, and hospitality; specializing in Human Resources, Business Strategy, and Sales/Service/Support in validation of Certified Centers of Excellence. As consultant, manager, speaker, and author, she has actively been engaged in a variety of responsibilities in more than 180 international Contact/Call Centers and educates at over 30 events per year. DruPhelps@BenchmarkPortal.com 312 822-1080, 805 331-6284 * Lead Certified Auditor of Purdue’s Center for Customer Driven Quality * Author of How to Conduct a Call Center Performance Audit: A to Z, 2002. * World-wide speaker on Customer Care Optimization and Benchmarking * Assimilation Partner on e-Business change: Calls to IVR/Web contact * Performance Director in 200-seat fulfillment Call Center for 18 clients * Project Manager to integrate 600 agents to Self-Directed work teams * National Trainer for help desk outsource partners, corporate acquisitions * Quality Assessor for Malcolm Baldrige, ISO/QS 9000, TQM consulting * Quality Engineer to monitor, measure, calibrate complete call resolution * QIC Developer of usability templates and qualitative decision models * Change Agent mapping process, retention, marketing, business rules * On Course facilitator for community and personal development seminars * Industrial Engineer returning 3:1 profitability on consulting engagements * Researcher with Dr. Jon Anton, Dr. Edward Deming, Dr. Greg Barnes Key Clients: Cambridge Technology Partners, Sun MicroSystems, Motorola, McDonnell Douglas/Boeing, Northern Telecom, TM TeleServices, Delta/JFK Airport, United Airlines, NovaMed Eye Care, Bank of Montreal, Bank of America, Nations Bank, Rogers Cable/Wave Internet, LA Times, Reuters, Caesars Palace, Chicago Art Museum, Auto Club of Southern California, Marathon Oil, Northern Trust Bank, Capitol One, ComEd, SaskTelephone Canada, Koll Real Estate, LCA-Japan, International Profit Associates. ... More Info |
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Adam CincoskiGuest InstructorYears Experience: 10 Education: Adam graduated from St. Cloud State University with a BA in Business Economics. Bio: Adam Cincoski has managed contact centers in the United States as well as launching and managing a multi-lingual center in Amsterdam, Holland. He has also provided consultative services to contact centers in the US, Canada and Australia. At Carlson Companies as Director of Workforce Management, he led the implementation of the software solution and the ongoing operation of workforce management and practices in 2 divisions and 6 contact centers where he received 2 awards for innovative workforce practices from one of the major software providers. His team was also instrumental in 2 centers being certified as compliant with the rigorous COPC-2000® standards for workforce management. Adam is currently working as a Sales Center Operations Manager for a Minnesota based direct marketing firm with a focus on developing telecommunications solutions for a roster of more than 60 advertisers. ... More Info |
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Anita RockwellGuest InstructorYears Experience: 15 Education: Anita graduated Cum Laude from Bethel College with a Bachelors Degree in Business Management with an emphasis in Organizational Studies. She is also currently working toward her Masters in Psychology. Bio: Anita Rockwell is the President & CEO and Director of Business Intelligence at BenchmarkPortal, Inc. She is a Purdue University certified contact center auditor specializing in assisting contact center managers in optimally integrating people with processes and technology. Anita’s primary passion is around creating the optimal environment in the contact center, with a special emphasis on the dynamics required to release the potential of each team member. In 2001, Anita co authored a popular professional book called, “Minimizing Agent Turnover” with Dr. Jon Anton. Anita’s other core competencies include all of the following human resource challenges: 1) recruiting and screening, 2) hiring and training, 3) employee development, 4) organizational structure, 5) agent monitoring, coaching, and motivation, 6) change management, customer satisfaction surveys, and finally 7) agent quality measurement and benchmarking. Anita has also developed a proven methodology to first discover the root causes of workflow process problems in a customer service contact center (including telephone and e-mails), and then to recommend specific solutions to improve efficiency and effectiveness to acceptable, best practice levels. Anita was the Vice President of Customer Service with Simon Delivers.com where she designed, implemented, and managed an inbound customer service contact center for customer support. Anita also spent sixteen years with the Blue Cross and Blue Shield of Minnesota where she was quickly promoted to Vice President of Customer Service, which included all aspects of customer contact management. In this capacity she was responsible for over 1 million members, 235 employees, 7 regional offices and an annual budget of over $10 million. Anita lists the following as her major accomplishments while with the Blue Cross and Blue Shield organization: 1. Re-organized the division, and championed technology enhancements. 2. Increased percent of inquiries resolved on first contact by 20%. 3. Increased customer satisfaction for regional service team from 75% to 87% in less than a year. 4. Dramatically reduced service employee turnover rate from over 50% to under 10% and improved employee satisfaction to a level 15% above the company average. 5. Developed and piloted first Intelligent Customer Service Workstation to streamline service delivery. 6. Increased market share in the region she managed grew from 45.5% to 49.5%. 7. Developed innovative client review tool that resulted in the identification of 250 initiatives to improve service. 8. Developed, implemented and directed one of the company’s first successful pay-for-performance initiatives which increased claims productivity by over 20% while incurring no additional costs. 9. Developed processes and tools that enhanced effectiveness of the team resulting in the retention of key provider partners and turning around the satisfaction ratings of the providers with her company. 10. Worked directly with a Senior Vice President and CIO and other senior staff members on key corporate projects as part of the company’s overall performance improvement strategy. ... More Info |
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Bruce BelfioreGuest InstructorYears Experience: 18 Education: Bruce holds an A.B. degree from Harvard College, a J.D degree from Harvard Law School, and an MBA degree from Harvard Business School, where he also attended the HBS Entrepreneur’s Tool Kit program in 2000. Bio: Bruce Belfiore is Chairman of BenchmarkPortal, Inc., which provides best practices information to the customer contact industry worldwide. Bruce holds both U.S. and European nationality, and has divided his career between North America and Europe, and has fulfilled work assignments in Asia and Africa. He worked with Chemical Bank (later merged with Chase Manhattan Bank) in New York and Milan, Italy, as well as with the Credit Suisse First Boston group in New York and London, where he specialized in mergers and acquisitions. He worked with the Bain & Co. management consulting group in Italy and formed a specialty group advising clients in the field of corporate finance, which was later merged into a private banking group. His work at CSFB and Bain included many transactions, including the largest food sector acquisition ever consummated in Italy. While in Europe Bruce was also a speaker and writer on business topics in English and Italian. Bruce returned to the United States in 1997 as managing partner and CFO for an international risk management group. In that capacity he was responsible for executing a corporate restructuring of the group, which had operations in 15 countries. Bruce became involved in the call center sector several years ago and joined BenchmarkPortal, Inc. in 2000. Bruce is the author of the books Benchmarking for Profits!, a manual for best practices benchmarking, as well as its sequel, Benchmarking at its Best for Contact Centers. He is currently working on another book, Shareholder Value and Customer Contact with Dr. Jon Anton of Purdue University. . Bruce is married with two children and lives in Santa Barbara, California and is active in local community organizations. He can be reached at BruceBelfiore@BenchmarkPortal.com. ... More Info |
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Colin AdamsonGuest InstructorYears Experience: 16 Education: - Bio: Colin Adamson has worked with customers and the organizations that serve them from a variety of perspectives: marketing brand management; consumer advocacy and information; government at both local and central level; international consultant specialising in customer response and service. He has worked with both the private and public sectors as well as voluntary groups and has been a member of governing bodies representing the consumer and customer interest. He was founder President of the UK’s leading professional organization for customer service and consumer affairs managers. Colin set up the European office TARP Europe Ltd. One of his current principal interests is the culture and role of the smaller call centre serving multi-lingual and multi-cultural markets. ... More Info |
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Dee BuellGuest InstructorYears Experience: 22 Education: - Bio: Dee Buell is a Sr. Business Consultant at Metlife. She has over 20 years experience managing in MetLife’s Customer Response Center, where she has managed different call groups that include inbound and outbound service, as well as inbound and outbound sales. Dee currently is one of the managers of an inbound service team of 300+ service representatives. Dee has responsibility for driving customer satisfaction results for her team, along with raising the level of employee satisfaction ... More Info |
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Ed GlisterGuest InstructorYears Experience: 20 Education: - Bio: Ed is an Associate Partner in IBM's Business Service Consulting organization. Ed has over 20 years experience working within customer service organizations and 9 years of consulting experience, with a focus on contact center strategy, processes, technology and organization improvement. Ed has published numerous articles on call center optimization and has been a speaker at many conferences. He is pursuing his Doctorate in Management, with his dissertation on Call Center Outsourcing. ... More Info |
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Gina MagnusonGuest InstructorYears Experience: 14 Education: Gina holds a Masters degree from the University of St. Thomas in Education and an undergraduate degree in Psychology from the University of Minnesota. Bio: Gina has served most recently as the FairCompare, agent satisfaction survey coordinator at BenchmarkPortal. She additionally manages corporate accounts for ECHO customer satisfaction surveys. Her experience includes a background in call center work, research and adult education. ... More Info |
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Jay JethsGuest InstructorYears Experience: 8 Education: Jay holds a Masters degree (1998) in Economics from Erasmus University in Rotterdam, The Netherlands. Bio: His final thesis was awarded with a grant that allowed him to study at Purdue University's Center for Customer Driven Quality. This is where Jay got to work with Dr. Jon Anton for a period of 12 months. During this period Jay got involved in the wonderfull world of call centers and has been working in this area of business eversince. Jay returned to Europe in 2000 where he started his professional career at eLoyalty corporation for whom he worked all over Europe on several CRM related projects. In 2002 Jay decided to become an independent consultant. Together with his brother he is currently running a small consulting company called Calyx, specialized in customer contact consulting. Jay has strong knowledge of call center management information systems and workforce management related issues. ... More Info |
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Jeff AdamsGuest InstructorYears Experience: 15 Education: - Bio: Jeff Adams has been with Continental Airlines for 13 years and is based at the company’s headquarters in Houston, Texas. In his current position as Director of Reservations Training & Quality Assurance, he oversees the policies, procedures, training and development for 4,000 + reservations agents in their domestic and international call centers. Jeff is also responsible for Reservations’ Quality Assurance Program which focuses on overall results vs. behaviors in the areas of customer service, sales and production. ... More Info |
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John ChatterleyGuest InstructorYears Experience: 23 Education: - Bio: John Chatterley is Director of Content & Analysis and Chief Editor at BenchmarkPortal, Inc. John has published numerous books, customized benchmarking reports, research reports, One-Minute Survey reports, and White Papers. Mr. Chatterley authored a comprehensive study entitled “Improving Contact Center Performance through Optimized Site Selection,” and co-authored books entitled “Offshore Outsourcing Opportunities” and “Selecting a Teleservices Partner.” Mr. Chatterley is also senior content writer of the books “Contact Center By The Numbers” and “Automated Self-Service Using Speech Recognition.” Mr. Chatterley is the editor of the annual series of 42 detailed Benchmarking Industry Reports covering the spectrum of contact center vertical industry sectors. John is a Purdue Certified Contact Center Auditor, Certified AT&T Call Center College Instructor, and BenchmarkPortal Certified Benchmarking Instructor and Analyst. John’s professional career spans more than 20 years of experience in contact center management and consulting. Prior to joining BenchmarkPortal, Mr. Chatterley was Director of Operations, Site Development and Facilities Management for MicroAge Teleservices, a Fortune 500 teleservices provider. Mr. Chatterley designed, implemented, staffed and managed three 500+ seat contact center sites in Arizona, Nevada, and California. He possesses extensive first-hand knowledge and experience at all levels of contact center operations including front-line technical support agent, supervisor, team lead, reports analyst, contact center design, contact center manager, and operations director. ... More Info |
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Joe MangiaracinaGuest InstructorYears Experience: 27 Education: Joseph holds a degree in Business Management from Philadelphia University. Bio: Joseph Mangiaracina is Sr. Vice President of Customer Relationship Management for Broadview Networks, a competitive local exchange carrier (Telecommunications) with responsibility for all Front and Back office service Operations for the company (Contact Centers, and Order Management and Billing Resolution). He has been with the company for six years. He has over 25 years of experience in the Customer Service and Technical Support field having held positions at Wang Laboratories where he was a District Technical Specialist and Branch Service Manager in the Federal Systems Division in Washington, DC, Okidata where he was Director of North American Service and Support Operations responsible for all customer, field service, and logistics operations for the U.S. and Canada in support of a $25M P&L line of business, and Vio Worldwide (a joint venture of British Telecom and Scitex) where he had the role of V.P. of Worldwide Service establishing new operations in the UK, Asia, and Australia. Joseph is an alumni member of The Center for Creative Leadership, and recently wrote the forward to Dr. Jon Anton’s new book “Contact Center Management by the Numbers.” ... More Info |
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Joe OrdynaGuest InstructorYears Experience: 14 Education: Joe Ordyna graduated from Weber State University with a Bachelor’s degree in Operations Management and Master’s of Business Administration from the University of Phoenix. Bio: Joe Ordyna is the Manager of Global Satisfaction Solution at eBay Customer Support. Mr. Ordyna’s primary passion includes creating the optimal workflow process for reporting on the customer-to-business feedback loop, with a special emphasis on dynamic data mining and analysis. Mr. Ordyna’s other core competencies include the following values: 1) statistical analysis, 2) six sigma methodology, 3) process improvement, 4) quality engineering, 5) agent reporting, and tool design, 6) change management, and finally 7) customer satisfaction surveys. Previously, Mr. Ordyna served as the Manager of Customer Quality Engineering with Iomega Corp. where he designed, implemented, and managed an OEM customer service reporting process. ... More Info |
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Kamál WebbGuest InstructorYears Experience: 11 Education: Kamál’s professional education includes undergraduate work at the University of Phoenix. Bio: Kamál Webb is Director of Benchmarking Practices and Manager of Help Desk Operations at BenchmarkPortal. In this capacity, he works with companies to benchmark and improve their contact center performance up to a level where they can attain the coveted Purdue University Center for Customer-Driven Quality Certification as a “Center of Excellence.” Kamál is a Purdue Certified Contact Center Auditor, and BenchmarkPortal Certified Benchmarking Instructor and Analyst. Kamál has been the engagement leader and consultant on over 200 benchmarking studies and has assisted in the research of numerous customized benchmarking reports, research studies, and white papers. Kamál’s background includes experience as a front-line agent, team leader, call center trainer, supervisor, and manager. He has brought this experience to bear on his work, performing call center best practice assessments and certification. ... More Info |
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Mark BrodskyGuest InstructorYears Experience: 28 Education: - Bio: Mr. Mark W. Brodsky was recruited by a Greek shipping magnate to establish and lead a new performance improvement company that would dramatically change the world of corporate learning...and the business results achieved through corporate learning initiatives. The year was 1997; the company was called Ulysses Learning. As President and CEO of Ulysses Learning, Mr. Brodsky was charged with a unique mission. He was asked to search industry-wide and 1) identify the areas of business that could benefit most from developing human performance through technology-enabled training and related services; 2) uncover the toughest barriers to improvement; and 3) assemble a world-class team of experts to develop the best combination of training solutions to achieve and sustain demonstrable performance results. Mr. Brodsky accepted the challenge and - thanks to the Ulysses' blue-chip team he leads - has accomplished this mission. Ulysses' research identified contact centers as an opportune place to begin developing frontline judgment and customer interaction skills to improve service, sales and coaching performance so higher levels of revenue and customer loyalty results can be achieved. Mr. Brodsky has over twenty-five years experience as a senior executive, consultant, and relationship manager for international consulting and training firms. His areas of expertise include sales, service, quality, measurement, organizational development, performance improvement and management - at all levels in the organization. A popular speaker and author, Mr. Brodsky is highly regarded for his straight talk and keen insight. He has the unique ability to separate fact from fiction, providing fresh, innovation solutions for improving sales, service and organizational profitability and growth. ... More Info |
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Mark SteinwegGuest InstructorYears Experience: 13 Education: Mark has a Bachelor’s in Accounting from the University of Minnesota, a MBA from the University of St. Thomas and is also a Certified Public Accountant. Bio: As General Manager for Carlson Leisure Travel Services (CLTS), Mark Steinweg is responsible for re-engineering key business processes, bringing in new technologies and capabilities to maximize organizational productivity, enhancing quality and customer satisfaction and improving overall business efficiencies. He directs CLTS’s compliance to the COPC-2000® STANDARD, a globally recognized designation of call center excellence, the Six Sigma process improvement organization and the technology infrastructure. He reports to Eric Burdon, Executive Vice President. He has over 25 years of financial and business management experience. In addition to CLTS, Steinweg has served in several executive positions at Carlson Companies Inc. Prior to joining Carlson, he held numerous financial leadership positions with Alliant Techsystems Inc., Honeywell Inc., and National Car Rental Systems Inc. ... More Info |
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Mark FeinerGuest InstructorYears Experience: 20 Education: He is accredited as a Certified Business Consultant by the University of Central Florida, College of Business Administration, Institute for Certified Business Consultants, internationally recognized in 17 countries by APEC (Asia-Pacific Economic Cooperation). Bio: S. Mark Feiner has led call center operations at director level at CuraScript Pharmacy/Express Scripts, Veritas Software, Voxeo Corporation and Seagate Technology. Mr. Feiner lectured for several years at the Computer Centre of the West Indies in Kingston Jamaica and then at Full Sail College. Mr. Feiner is certified in Management Core Competencies from DDI (Development Dimensions International, one of the nation’s foremost executive leadership programs) and earned an MBA from an international distance learning university. Also a member of SOCAP (Society for Consumer Affairs Professionals) and the International Customer Service Association, Mr. Feiner is a Certified Benchmarking Specialists by Purdue University (Center for Customer-Driven Quality) and Benchmark Portal. ... More Info |
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Mary ProcGuest InstructorYears Experience: 19 Education: Ms. Proc holds a Masters degree in Political Science from McMaster University in Canada. Bio: Mary Proc is an experienced call centre leader currently based in Toronto, Ontario with a prominent Canadian national bank. In her role as Senior Director, she leads a staff of 400 serving over 3 million retail clients annually. Last year she led her centre to achieve 128% of its sales targets while at the same time achieving the highest employee satisfaction ever. For the same bank, Ms. Proc led a call centre servicing large corporate clients which was Siebel CRM-enabled. She brought this centre from start-up to steady-state operations, achieving all targets along the way. She summarized her experience in a presentation to the Customer Contact Strategy Forum in Toronto and Vancouver called, “10 Lessons Learned from a Successful CRM Implementation”. Ms. Proc also has operational and call centre experience in the public sector. She led the largest call centre in the Government of Ontario for the Ministry of Finance. Her success in reengineering in a public sector environment was summarized in a report she co-authored in the British Journal of Business Change and Reengineering, entitled, “The Premier of Ontario’s Correspondence Unit: Strategic Design of the Communications Process”. Ms. Proc also led the operations of the Toronto Reservations Office of Canadian Airlines, a call centre of 300 unionized sales staff responsible for sales of $112 million annually. ... More Info |
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Mary Ellen RocheGuest InstructorYears Experience: 23 Education: Mary Ellen's background includes a BS in Marketing from Boston College, an MA in Psychology, focusing on group efficacy and an MA in Education, focusing on career counseling from Catholic University. Bio: Mary Ellen's experiences range from providing executive coaching to C-level business leaders to individual life coaching to designing and managing critical people processes for a Fortune 50 company. Mary Ellen was the Director of Leadership Development & Diversity, launching groundbreaking processes to identify, develop and utilize talent across a multi-billion, global, 100,000+ person firm. These processes included the conception, design and implementation of an intranet-based Coach's Toolkit. This toolkit offered all line managers access to just-in-time tools and development options for all key skills related to the critical manager role. Mary Ellen also launched the firm's most robust Succession Planning process, working closely with the CEO to align business strategy with future skill needs for positions including C-level and two levels down in the firm. She launched the first Executive Mentoring program, personally matching and coaching more than 100 of the firms top leaders in a mentoring relationship with diverse high potentials from across the organization. Mary Ellen led an initiative to define the firm's Management & Leadership Competencies, used in all key people processes (Development, Performance Management, Hiring, Force Reductions). She led a comprehensive evaluation of executive bench strength and proposed associated development plans, assignment changes and needed executive hires. ... More Info |
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Michael TamerGuest InstructorYears Experience: 25 Education: - Bio: As the former President and CEO of Teknekron Infoswitch, Michael introduced the industry’s first quality monitoring product, which led to the “this call may be monitored for quality purposes” phenomenon heard today on almost all 1-800 numbers. This gained Michael recognition from prestigious publications such as the Wall Street Journal and The London Financial Times. A 25-year veteran of the customer contact industry, Michael recently published the book, The Four-Minute Customer, which outlines his Customer Relationship Management philosophies. These tenets have continually helped all types of organizations increase customer loyalty, improve service and raise revenues. Michael was among the first to address the balance between privacy issues and quality in the work environment. Throughout his career, Michael has been teaching the benefits of quality to organizations all over the world, including the United States Senate. Michael has received honors for his career achievements including Call Center Magazine’s Pioneer Award and induction into the Call Center Hall of Fame. Michael is known for his innovative approach to presentations, including audience participation, multi-media and real-life experience. He’s been a featured speaker for corporate, industry and nonprofit organizations such as: AT&T, Ford Motor Company, Rockwell International, Dell Corporation Inc., Pier 1 Imports, The ICCM Conference and Expo, Handango, Larry North Fitness, Purdue University, the Young President’s Organization and more. A variety of audiences respond to Michael’s high-energy messages and expertise. To executives he brings strategic insight and ideas about how to improve customer retention and successfully lead companies to the next level by improving leadership, quality, employee morale and customer loyalty. For supervisors and middle managers, his message reaches out to their key challenges – people, people and people. Michael has a dynamic message designed to motivate and excite the front line employees who make or break a company’s customer relationships every day. ... More Info |
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Oscar AlbanGuest InstructorYears Experience: 18 Education: - Bio: Oscar Alban serves as principal, global market consultant for Witness Systems. Strengthening his role is the unique “real world” experience that he brings to his engagements. Oscar spent 12 years working for MCI’s call center division, prior to joining the Witness Systems team in 1997. In addition to running the state-of-the-art 1,200 person inbound/outbound call center, his responsibilities also included attaining results as a regional sales manager, as well as a regional training manager. He has also performed call center consulting with an emphasis on agent and supervisor performance. Oscar is a sought after motivational speaker to the call center industry. He also speaks at industry conferences and trade shows in the United States, Canada, Australia, Asia, Latin America and Europe where he focuses on the mission critical aspect of performance optimization. ... More Info |
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Rich PalomboGuest InstructorYears Experience: 17 Education: Rich holds a degree in Communications/Media and is a Certified Consumer Affairs Professional. Bio: Rich Palombo has applied his skills in the Consumer Affairs industry over the past 15 years. Currently, he is the Manager of Consumer Affairs, Executive Division at Starwood Hotels and Resorts Worldwide. His responsibilities include: handling escalated guest issues directed towards the CEO and conducting global customer service training. Rich also held Consumer Affairs positions at Colgate-Palmolive, James River Corporation and Pepsi-Cola Company. Rich has been a member of the Society of Consumer Affairs Professionals in Business (SOCAP) since 1992. In 1998, SOCAP’s NY Metropolitan Chapter recognized him with the prestigious “Representative of the Year” award. Rich has served on the NY Metro SOCAP Board of Directors as Community Events Chairperson (1999), Programs Chairperson (2002), Treasurer (2003-2004) and Vice President and President Elect (2005) and will assume the President position in 2006. ... More Info |
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Dr. Rosanne D'AusilioGuest InstructorYears Experience: 23 Education: - Bio: ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, master trainer, consultant and President of Human Technologies Global, Inc., specializes in profitable call center operations in human performance management. Over the last 20 years, she has provided needs analyses, instructional design, and customized, live customer service skills trainings. Also offered is agent and facilitator university certification through Purdue University’s Center for Customer Driven Quality. Known as 'the practical champion of the human,' she authors the best sellers “Wake Up Your Call Center: Humanize Your Interaction Hub,” 4th ed, “Customer Service and the Human Experience” (co-authored with Dr. Jon Anton) and Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck (includes a 32-card deck of cards), available at www.human-technologies.com. New is a free ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! at www.HumanTechTips.com. Rosanne is also a Certified Call Center Benchmarking Auditor through Purdue University's Center for Customer Driven Quality. This certification training focused on the access and use of key performance data to help better understand benchmarking results so as to advise on practical solutions for improvement. The Impact of Conflict Management Training on Customer Service Delivery—Rosanne’s case study in partial fulfillment of her doctoral degree--took place at a utility’s call center. At their request, it focused on their longest and hardest call—a complaint call. The results, not only statistically significant for academia, had quite an impact on the center’s bottom line. By the utility’s calculations, it saved $325,000 annually, or the equivalent of twelve agents. For 10 years prior to starting her own organization, Rosanne had responsibility for marketing, budgeting, promoting and ultimately producing domestic and international computerized trade shows in the US, London, Belgium, and Frankfurt. She inaugurated, created, trained and directed a telemarketing on-site staff (which today would be called a ‘call center’). She sits on the Advisory Board of Help Desk Professional Association, is a columnist for TMCnet.com on Call Center Training, and represents the human element on the Advisory Board for an Italian software company. She authors numerous articles for industry newsletters, and is a much sought after dynamic, vibrant, internationally prominent keynote speaker. ... More Info |
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Dr. Scott SperaInstructorYears Experience: 24 Education: - Bio: Dr. Scott Spera is a Program Director at Convergys Customer Intelligence Services. He is responsible for designing and implementing best practice customer experience measurement and improvement programs. Scott emphasizes using the “voice of the customer” in prioritizing areas for process improvement, helping uncover root causes of dissatisfaction, and evaluating the effectiveness of process changes put in place by contact center management. As a Six-Sigma Black Belt, he consults with contact center management on organizing and implementing process improvement initiatives. Since 1992, Dr. Spera has led marketing and employee research programs for Fortune 500 companies in the telecom and information technology industries (e.g., AT&T and NCR). He has delivered insights regarding market segmentation, direct marketing campaigns, new product development and customer loyalty to his clients. Additionally, he has led international and cross-functional teams to research and improve employee retention and individual and team performance. ... More Info |
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Tom HammondGuest InstructorYears Experience: 16 Education: He has an MBA and a BS Degree in Information Management from San Diego State University. Bio: Tom Hammond has been in the Financial Services industry for over 20 years. His experience ranges from development and direction of Direct Response Marketing, and Operational Research for Segmentation and Customer Satisfaction, to, more recently, Customer Contact Center strategies like Computer Telephony Integration (CTI), online score-carding, after call surveys, call center certification, and decision support coaching tools. He has been focused on closed loop systems for improvement of the Customer Experience in efficiency and effectiveness. Tom is the VP of Customer Experience Management for The Hartford's Property and Casualty Service Operations. ... More Info |
