Stacy Bartnik, Assistant Vice President and Director of Field Services, CARSTAR
Knowledge Management:Optimizing People and Skill Sets
Alesio Chiccheli, Regional Director Technical Operations, Rogers Cable Communications Inc
Defining & Executing Metrics To Accommodate Customer Expectations
Tom Chowaniec, VP Customer Care, Cardinal Health
Capturing and Exploring Support Center Metrics
Dick Ellis, Customer Care, Philips
Customer Services, Virtual Staffing
Dr. Wolfgang Heimsch, CEO Customer Services, Siemens AG Healthcare
UPTIME Services: Solving Tomorrow´s Problems Today
Curt Hill, VP Technical Support, Cisco Systems
Talent Management: Developing a Contingency Plan to Manage Headcount
Neil Johnson, VP of Technical Solutions & Support, Fujifilm Graphic Systems, U.S.A., Inc.
Combining Technology & Professional Services
Steve Kohler, Executive Director, Marketing and Business Development, BÖWE BELL + HOWELL
Productivity Enabling Systems
Michael Kovash, Senior Project Manager, Mobile Solutions Services
Creating Interfaces Between Mobile And Back- Office Applications
Sandeep Kulkarni, Quality and HW Operations Support, Hewlett Packard Company
Areas of Focus for Call Center Quality Processes
Art McGinn, Sr. Director Service, Central Zone, Canon Business Solutions
Effectively Measuring & Managing For Profit
Paul Mercina Sr. Director, Software and Services Product Management, Diebold
Accelerating Services Transformation
Phil Pietrowski, Sr. Director, North America Global Services, Lexmark International
Exploring The Advantages Of Owning An Offshore Technical Assistance Center
Steve Pullins, Team Leader, NETL Modern Grid Initiative
Building the Smart Grid Team
Janet Ramey, Sr. Director, Cisco Services
Why Today's Downturn Is the Best Time to Build Tomorrow's Service Workforce
Steve Remis, Ph.D. Senior Engineering Manager, Service Engineering
Engineering Remote Connectivity Solutions for the Enterprise
Robert Rose, Director of Knowledge Management, Global Enterprise Support Services, Symantec
Innovations in Knowledge Management Developing a Trusted Internal Community
Richard Springer, VP Customer Support, Tomotherapy
Global Consistency: Deciding on Distribution or Direct Customer Support Worldwide
Jai Sudharsan, Vice President, Strategy & Offers, Avaya
Design for Supportability
Mike Urban, Director, Technical Support and Training, IKON
Mobilizing a Field Service Organization