June 1 - 4, 2008
Driving
Innovation 2008, The Verint Witness User Conference -
Orlando, FL
Keynote
Presentation: Brand Energy Power
Session:
Customer Service Optimization Program
Presenter: Kathleen Peterson
Conference Website
April 8 to 10, 2008
NCOF - Orlando, FL
Website:
http://www.ncof.com/ncof2008/public/enter.aspx
Session: Case Study - The Corporate Express
Customer Experience
Co-presenters: Kathleen Peterson and Mark
Newhall, VP of Strategy, Corporate Express
http://ncof.com/NCOF2008/Public/SessionDetails.aspx?SessionID=839
Session: Case Study -
Customer
Service Inspirations - A Legendary Learning Experience
Co-presenters: Kathleen Peterson and Deborah
Gefteas, Ed. D.
http://ncof.com/NCOF2008/Public/SessionDetails.aspx?SessionID=861
Session: Customer Contact Preferences -
Technology's Role
Presenter: David Peterson, RCDD
http://ncof.com/NCOF2008/Public/SessionDetails.aspx?SessionID=876
March 24 - 26, 2008
Call Centre 2.0 2008 - Dubai, UAE
Keynote Presentation: Brand Energy Power:
Branding the Experience Takes Vision, Action,
Leadership, and YOU
Presenter: Kathleen Peterson
Website:
http://www.insights-me.com/callcentre/
March 9 - 12, 2008
Aspect Customer Experience Conference - Atlanta,
GA
Topic: The Customer Experience Optimization
Program™
Presenter: Kathleen Peterson
Website:
https://www.amireg.com/info.cfm?regwebID=258
January 28 - 29, 2008
7th Annual Bio/Pharmaceutical and Medical Device
Contact Centers - Philadelphia, PA
Interactive Panel: Future Trends in the Medical
Device and Bio/Pharmaceutical Contact Centers
Panel Member: Kathleen Peterson
Website:
http://www.cbinet.com/show_conference.cfm?confCode=PC08000&field=daytwo
January 21 - February 7, 2008
Private Seminars - Cape Town and Port Elizabeth, South
Africa
Seminar: Call Centre Operations and Workforce Management
Presenter: Ann Gray
January 16, 2008
Verint/Witness Technology Day for Analysts and
Investors - New York, NY
Topic: Mining the Customer Experience - Contact
Center Workforce Optimization
Presenter: Kathleen Peterson
Website:
http://verint.com/corporate/microsite.cfm?article_level2a_id=251
December 12, 2006
NorthEast Contact Center Forum (NECCF) - Winter Forum, Weston,
MA
Turnover, Co-Presenter
October 19, 2006
Society of
Telecommunications Consultants, San Francisco, CA
Keynote Topic:
The Good, the Bad and the Ugly: Lessons Learned
September 11 - 13, 2006
Annual Call Center Exhibition (ACCE), Seattle, WA
Topic: How to Develop a Strategic Model for Your Contact Center
- TODAY!
(Session
Selected For Delivery to Korean Contingent and General
Conference Attendees)
April 9 - 12, 2006
National
Conference of Operations and Fulfillment 9NCOF), Orlando, FL
Pre-conference
Workshop: Aligning Strategy and Tactics to Manage the Call
Center: Navigating the Contact Center Metric Map
Conference Session: Getting the Most from Your Time and Your
Metrics
Roundtable
Facilitator: Scheduling Strategies for Seasonal Employees
November 9,
2005
October 16,
2005
Third
Annual North American Conference on Customer Management 2005
- Orlando, FL
Day One
Workshop: Creating an Award-Winning Call Center Through
Powerful Leadership
September
27,
2005
May 25, 2005
New Hampshire Community Technical
College - Manchester, NH
Commencement Address
Website:
http://ms.nhctc.edu/nhctc_home.php
May 4, 2005
Driving Innovation, Witness Systems User
Conference - Las Vegas, NV
Closing Keynote Address
Website:
http://www.witness.com/content/
February 1, 2005
Witness Systems Annual Sales Kick-off
Meeting - Atlanta, GA
Keynote
November 7 - 10, 2004
North American Conference on Customer
Service Management – Orlando, FL
November 7-10, 2004
Conference Chair
November 10, 2004
Topic: “Powerful Leadership and Communication Skills for Contact Center Managers”
Website: http://www.ecustomerserviceworld.com
October
26, 2004 (Philadelphia)
October 28, 2004 (Boston)
November 4, 2004 (Columbus, OH)
Pathways to Excellence Seminar Series (IEX) - Best
Practices in Contact Center Management
Special Keynote Session
Website:
Pathways-to-Excellence.com
October
5, 2004; October 7, 2004
Executive Forum for Service Monitor -
Johannesburg / Cape Town, South Africa
Kathleen Peterson - Topic: "Raising Your Leadership Consciousness:
Seven Strategies for
Contact Center Executives"

This event is sponsored by Siemens Information
and Communication Networks

October
4, 2004; October 7, 2004
Executive Forum for Service Monitor –
Johannesburg / Cape Town, South Africa
David Peterson -
Topic: “Six Steps Toward a Successful ACD System Acquisition”

This event is sponsored by Siemens Information and Communication
Networks

September 14 - 15, 2004
ACCE (Annual Call Center Exhibition) - Seattle, WA
Moderator, ICMI Knowledge Exchange - Outsourcing Plenerary Session:
"What's That Giant
Sucking Sound? What Outsourcing Means To You, Your Company, and the
Industry"
Website: http://www.cmpevents.com/ccw4
September 13, 2004
Shelburne Conference 2004 - Burlington, VT
Industry Expert: "Customer Care and Consumer Fulfillment"
September
10, 2004
(SOCAP) Society of Consumer Affairs Professionals
Meeting - Omaha, NE
Topic: "Raising Your Leadership Consciousness"
August 10, 2004
World Conference on Incoming Call Center Management (ICCM)
– The Navy Pier, Chicago, IL
Keynote Presentation
http://www.iccmchicago.com
July 17 - 18, 2004
"Women's Summit" at "Golden Pond" hosted by Kathleen
Peterson, held at Squam Lake, NH.
Agenda: Amid the tranquil unplugged setting of Squam Lake, a group
of women professionals
representing nearly 100 years of Customer Service excellence will
meet to explore how women
can "break the glass" in the Customer Contact arena. The group will
assess the state of the
industry with regard to the status of women in leadership roles.
Results of this momentous event
will be compiled and published.
June 16, 2004
Gillette Stadium – Foxborough, MA
NorthEast Contact Center Forum (NECCF)
Keynote Presentation
http://www.neccf.org
June 9, 2004, Toronto
Witness User Group – Driving Innovation 2004
Topic: “Raising Your Leadership Consciousness: Seven Strategies for
Contact Center Leaders”
Website:
http://www.witness.com
May 17, 2004
Siemens National Sales Meeting – Boca
Raton, FL
Closing Speaker: Trends Translation & You – Navigating the Obstacle
Course
of Communicating Technology
May 15, 2004
Society of Telecommunications
Consultants
(STC) Conference – Pittsburg, PA
Locknote Presentation
April 18 - 20, 2004
NCOF (National Conference on Operations
and Fulfillment) – Chicago, IL
April 18, 2004
Topic: "Auditing Your Contact
Center for Operational Effectiveness"
April 19, 2004
Topic: "Raising Your Leadership Consciousness: Seven Strategies for
Contact Center Leaders”
April 20, 2004
Topic: “The Great Debate: Point Counterpoint: Contact Center
Operations”
Website:
http://www.ncof.com
February 10, 2004
Corridor Nine Chamber of Commerce - Westborough, MA
Topic: "Strategic Business Communication"
Website:
http://www.corridornine.org
November 2003
North American Conference on Customer
Service Management - Orlando, FL
August 25 - 28,
2003
The Top Seven Characteristics of Effective Call Center Leaders -
Chicago, IL
Website:
http://www.iccm.com
May 13 - 14, 2003
2003 European Conference on Customer Management - London, England
Session: "Behind the World's Best Contact Centres: Lessons in
Transformation"
Session: "How to Be Positive, Happy, and Successful in Your Contact
Centre Career"
Website:
http://www.ecustomerserviceworld.com/conference
April 14 - 15, 2003
NCOF - Orlando, FL
Website: http://www.ncof.com
March, 2003
Executive Forum sponsored by Service Monitor - Johannesburg, Cape Town, South
Africa
Topic: "Are You Sure? ... The Role of Uncertainty in Achieving
Customer Contact Excellence"
September
9 - 10, 2002
Witness Systems Executive Roundtable - Philadelphia, PA & Chicago, IL
Keynote
July
31, 2002
World Conference on Incoming Call Center Management (ICCM)
Chicago Session:
"The Elevator Challenge: Three Minutes to Your Future"
Click here for Session Abstract.
June
25, 2002
New England Call
Center Forum: Quarterly Meeting
Waltham, MA
Keynote
May
9, 2002
Call Center Exposition - Orlando, FL
Joint Keynote with Brad Cleveland of ICMI
April
28, 2002
National Cataloguers Operational Forum - Nashville, TN
Workshop Session
April
11, 16 - 18 and June 4 - 6, 2002
Witness Systems Sales Meetings - Multi City Tour
Keynote
March
19, 2002
Kickoff: Federal Reserve Bank PIQ Conference - Philadelphia, PA
Keynote Presentation
January
31, 2002
Performance Optimization in Government Call Centers - Washington,
D.C.
Keynote: "Developing and Implementing a Performance Management
Strategy"
January
17, 2002
Witness Systems International Sales Meeting - Atlanta, GA
Keynote: "Rising to the Occasion - Connecting to the Contact"
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