Customer Service Manager of the Year Reveals Call Center, Customer Experience Strategies



Brian Cantor
10/07/2011

New York, NY – Customer management and call center professionals are about to learn from the best--literally. Call Center IQ today announced that Debbie Maniglia, the 2010 International Council of Customer Service Organizations (ICCSO) Customer Service Manager of the Year, will deliver a keynote at the 7thAnnual Call Center Summit, January 23-26, 2012, in Orlando, Florida.

In her presentation "Creating a Culture Based on Continuous Improvement and Supported by a Strong Business Philosophy," Maniglia (pictured), the global customer service manager for Intralox, will share how she transformed her call center from a small, two-man shop into an international standout that excels against demanding benchmarks and manages hundreds of millions of dollars in business.

Maniglia, whose hotly-anticipated presentation will center on how her organization has remained customer-centric without compromising its productive, business-driven culture, toplines a new speaking faculty of elite customer management leaders.

Other standout speakers include Tracy Wright, director of North American customer care, Avon, Beth Dockins, director of customer care, Scott’s Miracle-Gro, Michael Kim, director of support services, Esri, and 2011 IQPC Call Center Excellence Awards winner Jason Heupel, head of sales and executive team member, ING Direct.

Held at the Hilton in Orlando, Florida, January 23-26, 2012, the Call Center Summit represents a sister event to the iconic Call Center Week. Through high-profile keynotes, groundbreaking case studies, intense panel discussions and limitless networking opportunities, attendees will engage with their senior-level peers and gain invaluable insights into overcoming persistent call center challenges and preparing for the future of customer management.

Collectively, the faculty of innovative call center and customer experience leaders will tackle topics like positioning your contact center as a driver of business imperatives, profiting from a multi-channel/multi-media contact center, creating a culture inspiring excellence, empowering and engaging employees, creating a one call guest experience and driving digital customer care that leverages social media.

According to Lisa Schulman, executive producer, IQPC, "Attendees will find out how to play an even bigger role in the success of their companies as they position the customer experience as a strategic business driver."

Registration for the 7thAnnual Contact Center Summit is now open. Details are available here in the Call Center IQ events section.

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