Meeting held October 1, 2015!
The IAOP Rocky Mountain Chapter, co-chaired by
StarTek, Cooley LLP and Western Union in conjunction with the IAOP Contact/Call Center chapter, co-chaired by
Deloitte Consulting, HGS, Microsoft and
Hewlett-Packard held a webinar on October 1, 2015 at 11am EDT.
Virtual Meeting Topic:
"Driving Customer Experience in a Digital World"
Deb Alvord, Head of Customer Experience Transformation at
Hewlett Packard, discussed how you can transform your customer engagement through digital technologies.
Driving Customer Experience in a Digital World
Meeting held June 25, 2015!
The IAOP Rocky Mountain chapter, chaired by StarTek, Cooley LLP and Western Union held a meeting on June 25, 2015, from 3:45 pm to 6:00 pm, at the Cool River Cafe - Denver, 8000 E. Belleview Avenue, Suite C 10, Greenwood Village, CO, 80111.
During the meeting we shared:
· A Debrief from the Summit
· A discussion about How to drive Quality & Customer Satisfaction, while increasing customer “wallet share” as a result
We discussed the topics as a group as well as the options we’ve experienced which have resulted in great improvements over the years. We’ll also took a look into many of the newly emerging tools which enable much greater control, coaching & development in Quality & CSAT operations, driving the customer excellence - results that everyone is striving for.
Meeting held January 8, 2015!
The IAOP Rocky Mountain chapter, chaired by StarTek, Cooley LLP, Western Union, and DTSI Group held a meeting on January 8, 2015, from 3:45 pm to 6:00 pm, at the Cool River Cafe - Denver, 8000 E. Belleview Avenue, Suite C 10, Greenwood Village, CO, 80111.
Topic: "Cloud Computing in the Contact Center?"
A panel of experts, Michael Ringman, Vice President of IT at TELUS International and Chris Paoletti, Vice President Partner Operations of Apria Healthcare, shared insights and discussed the following key issues:
- Identifying Cloud uses in the Contact Center
- Where Cloud doesn’t work?
- Comparing different solutions in the market
- Determining Business Value/ROI
- Outsourcing vs. Insourcing staff challenges
- Pilot Period and Measuring Success
- Stories – Good/Bad
A Networking session followed.
Meeting held July 10, 2014!
The IAOP Rocky Mountain chapter, chaired by StarTek, Cooley LLP, Western Union, and DTSI Group held a meeting on July 10, 2014, from 3:45 pm to 6:00 pm, at the Cool River Cafe - Denver, 8000 E. Belleview Avenue, Suite C 10, Greenwood Village, CO, 80111.
IAOP's Rocky Mountain Chapter met at the Cool River Cafe in Greenwood Village. Jim Arnot of DTSI Group moderated a panel discussion about The Effectiveness of the RFP Process. Panelists included: Tim Langley-Hawthorne from Western Union, Ian O'Neill from Cooley LLP and Donna Martin from Startek. This panel represented a cross-section of the IAOP community and gave their perspectives on various parts of the RFP Process. There was a lot of interactive discussion followed by a networking opportunity.
Meeting held September 23, 2013
A meeting of the IAOP Rocky Mountain chapter, chaired by StarTek, Cooley LLP, Western Union and ISG, was held on September 23, 2013, from 4:00 pm to 6:00 pm, at the Cooley LLP offices, 380 Interlocken Crescent, Suite 900, Broomfield, CO, 80021.
The program included a keynote presentation delivered by Tim Langley-Hawthorne, Vice President – IT Governance from Western Union entitled “Service Provider Governance – the deal is signed, now what?” followed by a panel discussion with representatives from the provider, advisor and customer communities.
Agenda:
3:45p Registration
4:00 – 4:05p Introduction to IAOP and the Rocky Mountain Chapter - Donna Martin, VP, StarTek
4:05 – 4:15p Welcome and IAOP Updates – Debi Hamill, CEO, IAOP
4:15 – 4:30p Lessons from the Summit – Michael F. Corbett, Chairman, IAOP
4:30 – 4:50p – Keynote Presentation -
“Service Provider Governance – the deal is signed, now what?” from Tim Langley Hawthorne, Vice President-IT Governance, Western Union
Tim shared key insights around the most important service provider governance processes and activities that need to be established after contract signature.
4:50 – 5:00p Q&A
5:00 – 5:10 – Panel Discussion - Representatives shared insights from their organizations perspective.
Panelists include:
Donna Martin, Vice President, Sales, StarTek
Keith Berets, Partner, Cooley LLP
Tim Langley-Hawthorne, Vice President, Western Union
5:10 – 5:15 – Wrap up and Conclusion
5:15 – 6:00 – Networking Reception