Speaking Engagements

September 21, 2011, 1:00 PM EST
International Contact Center Academy (ICCA)
Webinar Topic: Making Your Call Center Case to Senior Management - Seven Steps
Presenter: Kathleen Peterson
Webinar Description

February 24, 2011, 2:00 PM EST
Callahan and Associates Live Events Series
Webinar Topic: How to Build a Professional Call Center
Presenter: Kathleen Peterson
Webinar Description

February 14 and February 16, 2011
VERINT 2011 America Sales Summit - Las Vegas, NV
Session: The 2011 Enterprise Call Center
Presenter: Kathleen Peterson

October 21, 2010
VERINT Creative Practices Series - Philadelphia, PA
Guest Speaker Topic: Customer Experience Driven Operations - What Leaders Need to Know and Do
Presenter: Kathleen Peterson

October 19, 2010
New Mexico Credit Union League - 2010 Credit Union Call Center Conference - Las Vegas, NV
Keynote Presentation: Strategy, Brand and the Member Experience - What Leaders Need to Know and Do
Presenter: Kathleen Peterson

October 18, 2010
New Mexico Credit Union League - 2010 Credit Union Call Center Conference - Las Vegas, NV
Breakout Session: Maximizing People and Operational Performance in Today’s High Tech Member Service World
Presenter: Kathleen Peterson

October 5, 2010
VERINT Creative Practices Series - Toronto, Canada
Guest Speaker Topic: Customer Experience Driven Operations - What Leaders Need to Know and Do
Presenter: Kathleen Peterson

September 23, 2010
2010 AVTEX User Group - Minneapolis, MN
Topic: Revving Up The Customer Experience Engine - 21st Century Essentials to Enhance Interactions
Presenter: Kathleen Peterson

September 17, 2910
DM Co Op Group - Lake Morey Resort - Fairlee, VT
Topic: The Brave New World of Communicating With Customers
Presenter: Kathleen Peterson

May 13, 2010
Women Inspiring Women: Celebration of Women Event – Portsmouth, NH
Keynote Presentation – Charting the Course
Presenter: Kathleen Peterson

February 23, 2010
Verint Workforce Optimization Creative Practices Workshop – New York, NY
(Complimentary Workshop)
Guest Speaker Topic: Customer Experience Driven Operations
What Leaders Need to KNOW and DO
Presenter: Kathleen Peterson
Registration

December 1, 2009
Verint Workforce Optimization Creative Practices Workshop - Boston, MA
Guest Speaker Topic: Customer Experience Driven Operations
What Leaders Need to KNOW and DO
Presenter: Kathleen Peterson

November 2 - 5, 2009
NACCM Customers 1st Conference - Phoenix, AR
Conference Chairperson: Kathleen Peterson
Conference Website

November 4, 2009
NACCM Customers 1st Conference - Phoenix, AR  
Session: Get With It: Designing and Developing Performance-Support Learning Programs
Presenters: Kathleen Peterson and Deborah J. Gefteas, Ed. D.
Agenda at a Glance

June 17, 2009
Siemens Regional User Group Meeting: "Open Minds User  Summit" - San Jose, CA
Featured Speaker Topic: Brand Energy Power
Presenter: Kathleen Peterson

June 4, 2009
Siemens Regional User Group Meeting: "Open Minds User  Summit" - Chicago, IL
Featured Speaker Topic: Brand Energy Power
Presenter: Kathleen Peterson

March 25, 2009
NCOF - Las Vegas, NV 
Keynote Presentation: Brand Energy Power
Presenter: Kathleen Peterson
Conference Website

March 19, 2009
NH Division of Economic Development,
NH Mirror, and Manchester Wolves
Women of the Workplace (WOW) Conference - Manchester, NH
Keynote Presentation: Becoming the CEO of Y-O-U
Presenter: Kathleen Peterson

September 18, 2008
Northern New England Energy Council - Durham, NH
Workshop: Lead! Communicate! Manage!
Presenter: Kathleen Peterson

September 16, 2008
ICMI Annual Call Center Exhibition (ACCE) - Phoenix, AZ
Session: From Outsource to In-House - How to Get the Job Done
Presenter: Kathleen Peterson
Session Description

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

June 1 - 4, 2008
Driving Innovation 2008, The Verint Witness User Conference - Orlando, FL
Session: Converting to IP - What Decision Makers Need to Know
Presenter: David Peterson
Conference Website

May 22, 2008
Annual Meeting: Women Inspiring Women
Keynote Presentation: Building Brand - One Woman’s Journey
Presenter: Kathleen Peterson

April 8 - 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

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