Bombardier Customer Support Lead to Reveal Strategies for Monitoring Customer Experience

Proving again why it reigns supreme as Canada’s leading customer management conference, Call Centre Week Canada proudly announced today that a customer support lead from world-renowned Bombardier will topline its 7thannual event, which takes place April 23-26, 2012 in Toronto, Ontario.

As the opening keynote presenter, Lanny Schindelmeiser, director of customer support for Bombardier Aerospace, will reveal how to guarantee a quality customer experience through customer monitoring.

The keynote, which will arm attending professionals with strategies for delivering proactive care to today’s increasingly-demanding customers, analyzes the mistakes many businesses make by focusing their quality monitoring on the call centre agent rather than the voice of the customer.

"As Program Director of the 7thAnnual Call Centre Week Canada, I am so pleased to welcome Lanny and Bombardier on to the program. The insights Lanny will bring are invaluable to the summits development," says producer Matt Barber of Schindelmeiser, who will draw on his unparalleled experience with Bombardier Aerospace, one of Canada’s most recognizable enterprises and one of the top aircraft manufacturers in the world.


IQPC’s 7th Call Centre Week Canada event in Toronto, presented by Call Center IQ from April 23-26, will give attendees the know-how to transform the traditionally perceived call centre model into one that is digitally-enabled, understand the return-on-investment and qualitative benefits to be gained, develop effective voice of the customer programs and learn how to better engage front line employees to drive workforce productivity amid change.

In addition to Bombardier’s Schindlemeiser, other standout presenters include Scott Wells, manager of call centre and customer service operations, Direct Energy, Sharmane Good, vice president of customer care operations, Loyalty One, Cliff Martiz, vice president of call centre operations and portfolio management, Pitney Bowes, Erika Van Noort, contact centre director, Bell Canada and Nick Kossovan, social media director and call centre manager, The Travel Corporation.

A full speaker list, along with a complete agenda and registration details, is available at

About Call Center IQ

A division of IQPC Worldwide, Call Center IQ connects thought leaders responsible for strategy in contact centers, customer service, customer experience, social media and marketing. Through industry-leading live conferences, as well as online events, webinars, articles, videos and podcasts, CCIQ serves as a link between customer management executives facing challenges and the knowledge and best practices needed to overcome those challenges. Get more details—and the latest customer management news, interviews, research and analysis—at