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"