Customer Service Skills Training, Customer Service Experts

 

Conference / Speaking Schedule

 

  • NCOF (National Conference on Operations & Fulfillment) - Chic.
    • April 30, 2007 - The 5 W's of World Class Customer Service Training
    • April 30, 2007 - Customer Service Policies
       
  • Tecdo 2008 - Parque Cibernetico, Santo Domingo, DR
         ° October 23, 2008 - The 5 W's of World Class Customer Service Skills Training
     
  • Women's Entrepreneurial Networking - Patterson, NY
          April 18, 2007 - Communication Is Not A 4-Letter Word
  • IQPC Call Centre Week Conference - Toronto, CA
    • August 30, 2006 - The Human Aspect of Customer Service:  The 5 W’s of World Class Customer Service
       
  • Government Customer Support Conference - Arlington, VA
    • June 14, 2006 - 1:30 pm - First Call Resolution:  What About that 14%?
    • June 15, 2006 - 8:00 am - Self Service: Is It Working?
       
  • North American Conference on Customer Management (NACCM) - Orlando, FL
    • November 14, 2006 - 10:15 - 11:00 am - Communication Is Not a 4-Letter Word!
    • November 15, 2006 - 8:00 - 11:30 am Post Conference Workshop - The 5 W's of World Class Customer Service Skills Training
       
  • DCI, a Division of Shared Insights -- Teleconference
    • May 4, 2005 -- 4:00-5:00 EST-- First Call Resolution: What about the Other 14%?  

  • Hampton Road Call Centers (HRC˛) - Norfolk, VA
    • June 9, 2005 8:00 - 9:00 am - Turning Challenges Into Opportunities

  • Toastmasters International District 53 Fall Conference -
    Fishkill, NY
    •  November 3, 2007 - 9:00 am - Communication is Not A 4-Letter Word!
  • Toastmasters International District 53 Spring Conference - Wallingford, CT
    • May 13, 2006 - Communication Is Not A 4-Letter Word!
  • Toastmasters International Regional Conference, Falls Church, VA
    • June 11, 2005 - Turning Challenges Into Opportunities
  • Toastmasters International Regional Conference - Boston, MA
    • June 5, 2004 - Communication is Not A Four Letter Word!
  • Progressive Business Conferences Audio Conference
    • June 23, 2005 - 1:00 -2:00 PM - First Call Resolution: 5 Keys to Ending Repeat Calls
       
  • SAXPO (Service Automation Expo - San Francisco, CA
    • February 22, 2005 - Leveraging the Human Touch: Expert Advice on Call Center Productivity
  • Western States Telemessaging Association (WSTA)
    • May 12, 2004 - Excaliber Hotel, Las Vegas - Wake Up Your Contact Center

  • WORLDWIT - Appel Farm Arts Center, Elmer, NJ
    • May 22, 2004 - www.camp.worldwit.org
    • Customer Service and The Human Experience
    • Stress: Turning Challenges Into Opportunities
  • Speechtek - New York, NY
    • August 8, 2006 - How to Kick Customer Service Up A Notch
    • September 14, 2004 - Automation vs. The Human Touch: Usability to the Rescue
  • HDPA - New Orleans, LA
    • October 5, 2004 - World Class Customer Service Skills Training and the Bottom Line - Pre-Conference Workshop
    • October 6, 2004 - Define, Measure, and Improve First Call Resolution
    • http://www.dci.com/brochure/hdno/schedule.asp
  • HDPA - New York, NY -
    • August 27, 2003 - Challenges in Today's Contact Center
  • HDPA - Los Angeles, CA - Pre-Conference Workshop
    • October 13, 2003 - The 5 W's of World Class Customer Service Training http://www.dci.com/brochure/hdla/
  • HDPA - Boston, MA -
    • September 30, 2002 - Training for the Multi-Tasking Help Desk Workshop
    • October 1, 2002 - Stress Management: Turning Challenges Into Opportunities
    • October 2, 2002 - Time Management - Prioritization
  • HDPA - Phoenix, AZ -
    • April 10, 2001 - Turn Challenges Into Opportunities Workshop
    • April 11, 2001 - ER in the Help Desk
    • June 26-29, 2000 - Boston -Humanizing Your Call Center
  • HDPA'S e-Customer Service & Support Conference - Miami -
    • December 11, 2000 - e-Communication & Training Workshop
    • December 12, 2000 - Training, Re-Training & Education for Call Center Agents
  • Call Center Campus - Key West, FL
    • April 6, 2004 - World Class Customer Service Training & ROI
  • Call Center Campus - Coral Gables, FL
    • April 9, 2003 - The 5 W's of World Class Customer Service Training - www.callcentercampus.com
  • Call Center Campus - Purdue University -
    • July 12, 2005 - How To Define, Measure, and Improve First Call Resolution
    • July 12, 2005 - The 5 W's of World Class Customer Service
    • July 7, 2004 - World Class Customer Service Training & ROI
    • July 16, 2003 - The 5 W's of World Class Customer Service Training - www.callcentercampus.com
    • July 10, 2002 - Training for the Multi-Tasking Contact Center
    • July 16, 2001 - Training for the Multimedia Contact Center
    • July 17, 2001 - e-Customer Service Today
    • July 18, 2000 - ER in the Call Center
    • July 13, 1999 - Wake Up Your Call Center II
    • June, 1998 - Wake Up Your Call Center
  • Call Center Campus - Disney Institute -
    • March 28, 2001 - Training for the Multimedia Contact Center
    • March 29, 2001 - e-Customer Service Today
  • Call Center Campus - Las Vegas, NV - November 13, 2002
    • Training for the Multi-Tasking Contact Center
  • DCI Action Workshop - Benchmarking, Best Practices & Beyond
    • March 1-2, 2004 - Chicago
    • June 16-17, 2003 - Boston - Hynes Auditorium
  • FIK International Workshops - Humanizing Your Call Center
    • April 15-16, 2002 - Mumbai, India
    • April 18-19, 2002 - Kuala Lumpur, Malaysia
    • April 22-23, 2002 - Singapore
    • April 25-26, 2002 - Hong Kong
  • LOMA Contact Center Workshop - Chicago - October 22, 2002
    • Opening Keynote - Humanizing Your Contact Center

  • Call Center Measurement Summit - New Orleans
    • January 15-16, 2002 - Keynote Speaker

    Call Center 2000 - Dallas, TX -
    • January 24 - 26, 2000 - Training, Motivating and Retaining Your Best Agents
  • ICCM - Chicago -
    • August 2, 2000 - Agent Skill & Career Path Development
    • August, 1998
  • CRM - San Diego -
    • October 19-20, 2000 - The Human Side of CRM
  • CT Expo - 1997, 1998, 1999
  • Support Services West - September, 1998

     

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