November 13 - 15, 2024
| The Wigwam | Phoenix, AZ
Why James?
James Walterick is Gallagher Affinity Specialty Program’s Senior Vice President of Operations. James is in charge of Affinity’s customer care center, ensuring a dynamic customer experience and overseeing operations, retention, sales, as well as Gallagher Specialty Program’s call center strategy. Since joining Gallagher in 2018, James has played an important role in restructuring the call center central to conveying a positive customer and employee experience. Prior to Gallagher Affinity, James worked as an internal consultant and headed the brokered service call center at the Auto Club Group. He earned his bachelor’s degree and MBA from the University of South Florida, and has a Master’s in Organisational Leadership from The University of Oxford, U.K.
Day 2 | Thursday, November, 2
9:00 AM FIRESIDE CHAT | From Acquisition to Integration: Cultivating Culture & Tech in Call Centers
Mergers and acquisitions are never just about integrating systems — they're about weaving together cultures, mindsets, and technologies to form a coherent whole. In the realm of call centers, where the pace of change is swift, this integration is particularly intricate. Join us for a candid conversation with James Walterick, SVP of Call Center Operations at Gallagher as we explore the nuances of integrating diverse call centers post-acquisition, both from a tech and a cultural perspective.
Key Takeaways:
- Gain insights into managing the fine balance between legacy systems and cutting-edge tech
- Address generational divides in technology adoption and ensuring that every member of the team is equipped for the future
- Learn strategies to ensure a smooth transition, optimum agent performance, and consistent customer experience across the board
Check out the incredible speaker line-up to see who will be joining James.
Download The Latest Agenda
