JULY 26
The Role of Social Media in the Contact Center
Instructors:
Linda Dickerhoof
Director of Marketing & PR
VIPdesk
Linda Dickerhoof is an experienced marketing and PR professional who has spent more than 10 years helping organizations including VIPdesk, Network Solutions, ASAE and UUNET improve their name recognition, increase their visibility, positioning their brands as leaders in their respective industries.
Linda is the Director of Marketing and PR with VIPdesk, which is trusted by global industry leaders to enhance their brands through its customer care and loyalty programs. VIPdesk’s Brand Experience Management solutions deliver memorable customer experiences, business insights, and actionable intelligence that generate customer advocacy and drive business growth.
Linda is very involved in her community, and has volunteered with organizations including the Animal Welfare League of Arlington and the World Adult Kickball Association. She currently serves as the Chair of WOMMA’s Customer Service Subcommittee, and is a member of the Public Relations Society of America and the National Press Club. In addition, Linda is an adjunct instructor of public speaking at Northern Virginia Community College, and has taught in the communication departments of George Mason University and the University of Phoenix.
A long-time resident of the Washington D.C. area, Linda received her M.A. in Public Communication from American University and her B.A. in Speech Communication from George Mason University.
|
Neil Beam
Senior Manager of Channel Strategy
AT&T
As Senior Manager of Channel Strategy at AT&T, Neil serves as a guiding voice on projects affecting the customer’s web experience. With an emphasis on social media, Word of Mouth and customer loyalty his expertise influences Wireless and Wire-line customer interactions on att.com.
Recently, Neil lead the implementation of an enterprise-wide social media monitoring analysis and engagement platform where 10 departments and divisions are simultaneously combing though over 10 thousand mentions of AT&T on a daily basis for actionable and reportable data.
Beginning in early 2010 Neil began kicked off a click-based social sharing infrastructure that spans the entirety of att.com. This project continues to drive revenue and net an ROI that is nearly 100 times the investment cost.
Other projects include the development of a social media customer service ROI and operations model; successful user-generated video campaigns and advisory on Social CRM requirements. Neil is a member of the Digital Leadership Council at AT&T.
In addition to his role at AT&T, Neil is currently the vice-chair of the WOMMA Research and Measurement Council and authored the ROI chapter for WOMMA’s 2009 Measurement and Metrics Guidebook. Most recently he oversaw the development of the WOM in the Customer Contact Center Best Practice Guidebook. Neil also oversees the ROI and Social Media Monitoring sub-committees.
Prior to joining AT&T in 2009 he was Director of Enterprise Programs at Lithium Technologies. In this role Neil oversaw the launch of Lithium’s Community Health Index product. He was a lead on the May 2009 KeiBi acquisition and initiated the research and diligence that resulted in the acquisition of Scout Labs 1 year later.
Neil holds an MBA from the University of Missouri, Columbia and BS in Bio-Medical Engineering from Washington University in St. Louis. Currently he calls Seattle home with his amazing wife Rebekah and beautiful daughter Landyn.
|
JULY 28
Operationalizing Social Media: A Strategic Look at Integrating Web 2.0 into the Contact Center
Instructors:
Mont Wright
Customer Satisfaction Manager
Ford
Mont Wright has over 26 years of experience and has held a variety of positions including: Executive Liaison Manager, where he handled all customer concerns for the Executive Leadership of the Company, e-Commerce Manager within Customer Service. Mont is a Ford College Graduate Program Manager where he developed, coordinated and was responsible for all the training for new hires into Marketing Sales and Service. He has also helped the position of International Market Representation Planning. During this time he traveled the world meeting with government officials and conducting research to identify and locate Ford dealerships in 3rd world countries.
|
Liz Foley
FCSD Social Media and Call Center Operations Manager
Ford
Liz Foley currently manages FCSD Social Media operations for Ford. She is also responsible for various customer and dealer call center operations including Contests and Incentives, Marketing and In-Vehicle Technology. Liz earned a Masters degree in Applied Economics from Eastern Michigan University.
|
AUGUST 2
Best Practices for Integrating WOM into the Contact Center
Instructors:
Mark Clayton
Director of Community Support
House Party
Mark Clayton has been with House Party for nearly four years and currently serves as the Director, Community Support where he oversees and manages the continually expanding House Party community. Focusing specifically on Customer Support for over 800,000 members, Mark is responsible for seeing that all applicants, hosts, and guests have the information and supplies they need to carry out a successful House Party event. Mark’s role at House Party has evolved over time with the rise of social media and this new age of marketing.
Originally born and raised in Burke, VA, Mark holds a B.A. degree in Political Science from Davidson College in Davidson, NC.
|
Kelly LaVaute
Social Media/Community Manager
Quicken Loans
Kelly LaVaute, Social Media Manager for Quicken Loans, is focused on engaging clients, answering questions, and educating consumers on the ins and outs of personal finance and the mortgage process. Kelly is well versed in web marketing, social media and the financial sector, and has been recognized as a leader in corporate social media and relationship building. She earned her bachelor's degree in Communications from Eastern Michigan University.
|
AUGUST 4
Voice of the Customer 2.0: How New Contact Channels Change Traditional Voice
Instructors:
Nazli Attaran
Consumer Information Manager
Kraft Foods
Nazli Attaran is the Consumer Information Manager at Kraft Foods in Consumer Relations with over 12 years of experience in consumer analysis. In her role, Nazli manages a team of seasoned consumer Analysts responsible for Nabisco, Cadbury, Beverages and Canada businesses. Nazli and her team are viewed as the voice of the consumer inside Kraft.
Nazli holds a BS in Psychology and French. Prior to her CIM position with Kraft Foods in the US, Nazli held various positions with increasing responsibilities within the Analyst team at Kraft Foods in Canada.
|
Jola Oliver
Associate Director of Reporting and Analytics
Kraft Foods
Jola Oliver is the Associate Director of Reporting and Analytics within Consumer Relations. She brings over 12 years of experience in consumer insights and analytics at Kraft Foods. In her role, Jola manages a team of analysts who provide consumer feedback analytics and consumer insights for over 100 Kraft North America brands including Oreo, Kraft Macaroni & Cheese and Cadbury. Jola’s reporting team are experts in both contact center reporting and social media reporting and provide reporting services to many functions within Kraft including Quality, Marketing, Insights, and Corporate Affairs. Jola holds an BA in Mathematics and an MBA in Marketing. Prior to her career at Kraft, Jola was Associate Director, Analytics and Testing Services at IRI, progressing through a series of analytics positions.
|
AUGUST 9
Social Analytics: Measuring & Reporting Social Media
Instructors:
Jeff Hagen
Director, Consumer Services
General Mills
Jeff Hagen has been with General Mills for over sixteen years as Director, Consumer Services where he is responsible for the oversight of three contact centers that respond to inquiries received from consumers and foodservice customers, for the technologies employed to support these centers, and for the reporting/analysis of consumer contact information gathered during these interactions with consumers.
|
AUGUST 11
10 Keys to Implementing a Successful Social Customer Program
Instructors:
James Clark
Co-founder, Social Media Strategist
Room 214
James is a social media strategist dedicated to helping companies build user experiences that drive sales, awareness and brand recognition. He plays a lead role in rapidly examining and radically improving an organization’s connected communities and social media ROI.
In 2004 James co-founded Room 214 – a social media agency integrating business research and intelligence, program management and application development to assist in launching sustainable social media efforts to address strategic business initiatives such as brand visibility, customer service, product development, sales and voice of the customer campaigns.
James’ experience includes leading social media strategies for: Horizon Organic, Travel Channel, Jarden Consumer Solutions, Xcel Energy, Hello Kitty, Qwest and SmartyPig. In addition he has authored several papers including Fire Your PR Firm and The Seven Deadly Sins of Social Media.
James holds a BA in technical journalism from Colorado State University and serves on WOMMA Research and Measurement Council.
Twitter: @jamesoclark and @Room_214
|
Jean Maday
Marketing Manager
Commercial Real Estate at National Association of REALTORS®
Jean’s primary responsibilities include developing innovating and relationship building strategies to promote NAR’s services for commercial practitioners across the country as well as managing national trade show participation. Jean is the primary voice for NAR’s commercial real estate presence in social networks and has helped people from across the country connect and build their business networks. She has developed a reputation as one of the most relevant and authoritative voices for commercial real estate in social media.
Previous to coming to NAR, Jean spent nearly 10 years leading membership development initiatives for the YMCA organization in Connecticut, Boston, Dallas and San Diego – and also services as for the YMCA of the USA Faculty for Membership and Marketing coursework, volunteering time to teach YMCA professionals across the country. Now a Chicago resident, she enjoys travel, running and working on a business plan for making and distributing healthy (and delicious) organic cookies. Jean also tweets about her cookies and travel experiences at twitter.com/sweetjean.
|
|
|
|
|
