7:00 AM

Breakfast – Golf Tournament Registration

8:00 AM

ATA Open Golf Tournament

9:00 AM – 12:00 PM

ATA 3^rd Annual Tennis Tournament

12:00 – 1:00 PM

Awards Luncheon for Golfers

12:00 – 5:00 PM

REGISTRATION

Chapter Presidents’ Meeting

ATA-SRO Trustee Committee Meeting

Past ATA Chair Roundtable

6:00 – 7:30 PM

OPENING RECEPTION

8:00 – 9:00 PM

Exhibitor/Sponsor Appreciation Reception

7:30 AM – 4:00 PM

REGISTRATION

8:00 – 8:50 AM

Breakfast

9:00 – 9:50 AM

OPENING SESSION

Answering the Call

Phil Grudzinski, VP/General Manager for International Insurance Services, American Express/ ATA Chairman

David Vitter, U.S. Senator, Louisiana

10:00 – 10:50 AM

Social Media: Impact on You & Your Business
Lon Safko, President/CEO, Innovative Thinking – Author, The Social Media Bible

What it All Means for Outsourcers

John Redinger, Vice President-Sales & Marketing, DialAmerica
Tim Searcy, CEO, American Teleservices Association

A Case Study in Increased Efficiency, Effectiveness & Empowerment

Neil Crane, Director of Product Strategy, Cicero, Inc.

Creative Ideas for Recruiting and Retaining Top Talent

Steve Brubaker, Senior Vice President – Corporate Affairs, InfoCision Management Corporation

11:00 – 11:50 AM

Purchasing Power Panel

James Baker, Direct Marketing Executive for the Insurance Services Group, Bank of America
Jane Alexander Bulman, Executive Director-National Teleservices, Comcast
Michael Eubanks, Senior Vice President and General Counsel, AEGON Direct Marketing Services
Phil Grudzinski, VP/General Manager for International Insurance Services, American Express
Mike Rauscher, CEO, Home Service USA
Bob Simmonds, Vice President of Travel Operations, Disney Destinations, LLC
Tim Searcy, CEO, American Teleservices Association (Panel Moderator)

911 – How to Answer the Call of a Government Investigation

Michele Shuster, Partner, Mac Murray, Petersen & Shuster, LLP

Shaun Petersen, Partner, Mac Murray, Petersen & Shuster, LLP

Ted Bernard, Senior Vice President, Influent, Inc.

Using What We Learned from the ATA:  A Case Study on Agent Performance and Quality

Stephen Dawson, Director of Communication & Strategic Planning, The Heritage Company

Lisa DeFalco, President, TPG Telemanagement

Welcome to the Evolution – The Common Denominators of Successful Call Centers

Gary Pudles, President & CEO, AnswerNet

12:00 – 1:20 PM

Lunch in ATA Expo Hall

1:30 – 2:20 PM

KEYNOTE PRESENTATION

How to Create a Positive Culture in the Service Industry

Joe Gilliam, Joe Gilliam Seminars

2:30 – 3:20 PM

ATA Expo Hall OPEN

3:30 – 4:20 PM

360 Degrees of Customer Care:  Introducing Social Media to the Contact Center

Yianni Garcia, Marketing Manager for Grade Guru/McGraw Hill

Failure is Not an Option – The Audit and Certification Process

Jane Bulman, Executive Director – National Teleservices, Comcast – ATA Board of Directors
Rob Marshall, COO, 360CRM – ATA-SRO Certified Auditor
Dave Sutcliffe, CFO, 360CRM – ATA-SRO Certified Auditor
Mark Boehmer, Senior Vice President, 360CRM – ATA Board of Directors

Capitalize Your Data for Acquisition, Retention and Growth

Georgianna Crosby, Principal, Customer Value Partners (CVP)

Jeanie Schuler, Customer Service Director, Blue Cross Blue Shield of Kansas

New Management Tools to Boost Call Center Revenues

Mitchell Lieber, President, Lieber & Associates

4:30 – 5:30 PM

ATA Expo Hall Reception

5:30 – 6:30 PM

ATA Chapter/New Members’ Reception

7:00 PM

ATA-PAC Fundraiser Event
“Zydeco Romp in the Swamp”

New Orleans House of Blues– TICKETS REQUIRED

8:00 – AM – 2:30 PM

REGISTRATION

8:00 – 8:50 AM

Breakfast

9:00 – 9:30 AM

GENERAL SESSION

State of the Industry and the Future of the ATA

Tim Searcy, CEO, American Teleservices Association

9:30 – 10:20 AM

KEYNOTE PRESENTATION

Technology + Communications = Customer Satisfaction

Tina Waters, Senior Vice President of Customer Service Operations, Comcast Cable Communications

Marty Marcinczyk, Vice President of Business Solutions & Technology, Comcast Cable Communications

10:30 – 11:20 AM

Proven At-Home Agent Strategies:  The Hilton@Home Story

Michele Rowan, President, Customer Contact Strategies

Answering the Call to Reduce Employment Liability

Chad Richter, Partner, Jackson Lewis, LLP

The Case for Off-shoring

Paul Gilson, Managing Partner, Supera Intelligent Business Growth

Federico Jaramillo, Commercial SVP of US and Northern Latin America, Allus Global BPO Center

Fernando Peydro, CEO, Clienting Group S.A.

Monica Ramirez, Investment Officer, Invest in Bogota

Fred Shadding, Vice President of Business Development, Cyber City Teleservices

Rafael Manzon, Director of Business Affairs, ATA

Why Smart People Do Stupid Things

Keith Fiveson, CEO, Management Consultant, ITESA

11:30 AM – 1:20 PM

Lunch in ATA Expo Hall

1:30 – 2:20 PM

Building a Customer Focused Culture

Maura Sullivan, Customer Loyalty Team Manager, Zappos.com

Bringing Jobs Back to America – Investing in Your Future

Joe Jacoboni, President/CEO, Contact Centers of America

Agent Retention Through Positive Coaching

Sally Cordova, Partner, McKee Consulting, LLC
Judy McKee, Partner, McKee Consulting, LLC

Compliance Talk

Dean Garfinkel, CEO, Call Compliance

Stephen Dawson, Director of Communication & Strategic Planning, The Heritage Company

Josh Scism, Director of Government Affairs, ATA

2:30 – 3:20 PM

ATA Expo Hall OPEN

3:30 – 4:20 PM

Using Social Networking and Emerging Channels for Customer Service

Aphrodite Brinsmead, Associate Analyst, Datamonitor

Federal and State Legislation Update

Mitchell Roth, Partner, Williams Mullen & ATA General Counsel

Janel Iturbe, Attorney, Williams Mullen

Using Speech Analytics to Get More Bang for the Quality Monitoring Buck

Donna Denehy, Director – Shared Services, Hartford Life Global Operations
Kristen Emenecker, Director – Solutions Marketing, Verint Witness Actionable Solutions

Using Inside Sales to Drive Revenue

Tom Leidigh, CEO, Infinity Contact

Steve Griggs, President, Infinity Contact

Dave Nemtuda, Vice President – Sales, Experian Automotive

Bob Coleman, Manager - AutoCheck, Experian Automotive

6:30 – 8:30 PM

Reception / ATA Annual Awards Gala
(All attendees invited)

8:30 – 11:00 PM

Casino Night

11:00 PM

After Hours on Bourbon Street
Bourbon Vieux

8:15 – 8:30 AM

Buses Load and Depart

9:00 AM

Service Project

3:00 PM

Buses Return to Hotel