ATA Announces Keynotes and Sessions for Annual Convention in New Orleans

The American Teleservices Association (ATA) announced speakers and presenters for its annual Convention & Expo at the Sheraton New Orleans, October 4-7, 2009.  United States Senator David Vitter (Louisiana) will open the conference, explaining how the economic improvement efforts of businesses and government collaboration have “answered the call” in the aftermath of Hurricane Katrina.

Keynote Presenter Joe Gilliam will deliver the keynote address, “How to Create a Positive Culture in the Service Industry.”  Joe’s motto of “excellent and exceptional” has been chosen to motivate business professionals to achieve the best possible working culture inside their own organizations.

Attendees will also hear addresses on a unified communications strategy and examples on how the proper combination of technology and communication leads to exceptional customer service.

The convention will offer more educational breakout sessions than in several recent years. Topics include: social media and the contact center; the work-at-home model; how to reduce employment liability; offshore vs. onshore; agent retention and coaching; build a customer focused culture; recruiting and retaining top talent; bringing jobs back to America; updates on federal and state legislation; and industry regulatory compliance.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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Peter DeHaan is the president of Peter DeHaan Publishing, Inc., (http://peterdehaanpublishing.com) the publisher and editor of Connections Magazine and AnswerStat, and editor of Article Weekly.