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2010 SQM Call Center Conference Speakers |
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Mike Desmarais President and Founder Mike Desmarais is the President and Founder of SQM Group. Mike has over 20 years of call center service quality benchmarking, measurement and management experience. As a consultant, Mike has experience in working with leading North American call centers on their call quality assurance, customer satisfaction measurement and management efforts. Mike has also written and published dozens of articles on call center service quality benchmarking in many leading journals and call center customer service publications and is the author of World Class Call Center book. Mike is considered North America's leading authority on call center first call resolution and service quality measurement and management. In addition, Mike owns and operates his own call center, located in Vernon B.C., with over 100 frontline representatives who conduct telephone customer satisfaction surveys and call quality assurance assessments. |
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Sarah Kennedy Partner and Senior Vice President of Client Services Sarah Kennedy, BSc, is a senior managing partner for business development and customer relationship management with SQM Group. Sarah has 16 years in the service quality field. She is the co-founder of the Customer Contact Strategy Forum, an association of senior contact center executives in North America. Sarah uses her skills of facilitation and speaking to work closely with clients to develop service quality improvement action plans. She has also written and published many articles on contact center service quality benchmarking for many contact center customer service publications. |
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Lara Pow Vice President of Quality and Analytics Lara Pow, MSc, is Vice President of Quality and Analytics with SQM Group. Lara has her Master's degree in Mathematical Physics. She has 4 years of research and analysis experience and 8 years of educating and training experience. Lara manages quality assurance and the reporting of data collection. Her responsibilities include data analysis, report compilation and quality compliance. |
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Kevin Greaves Vice President of Client Services Kevin Greaves, BA, is Vice President of Client Services with SQM Group. He has worked in the call center industry for over 25 years. Starting his vocation as a CSR, he went on to a career that included operations and technical architecting of contact centre technologies and systems. Kevin has had the opportunity to design call centres from the ground up in North America and abroad and has worked in the telecommunications, financial, travel and hospitality industries. Kevin's responsibilities include customer account management and business development. Kevin joined SQM in January 2008. |
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Guest Speakers |
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Janet Calloway VSP Vision Care Customer Care Division I Manager, Service Delivery |
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Sharmane Good LoyaltyOne Airmiles Group Senior Director, Customer Care Operations |
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Kant Trivedi Rogers Communications Senior Director, Business Customer Care |
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Jeanie Schuler Blue Cross Blue Shield of Kansas Director Member Relations |
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