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WELCOME! President Wes Tindal Universal Orlando

WELCOME! President Wes Tindal Universal Orlando. ICSA Member Benefits. Networking Opportunities Monthly Chapter Meetings at Local Call Centers Varied Programs and Topics Sharing Best Practices Circle of Excellence Program. Corporate Members. Universal Orlando Mark Travel Corporation

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WELCOME! President Wes Tindal Universal Orlando

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  1. WELCOME! • President • Wes Tindal • Universal Orlando

  2. ICSA Member Benefits • Networking Opportunities • Monthly Chapter Meetings at Local Call Centers • Varied Programs and Topics • Sharing Best Practices • Circle of Excellence Program

  3. Corporate Members • Universal Orlando • Mark Travel Corporation • Starwood Vacation Ownership • Popular Community Bank • The Institute of Internal Auditors • OUC • Duke Energy • SeaWorld Parks & Entertainment • BioPlusRX • Tourico Holidays

  4. Chapter Meeting Update • August 15th – Popular Community Bank • (Commodity Circle & John Young Parkway) • September 19th – UCF Roundtable Event • (UCF – downtown Orlando) • October 10th - Circle of Excellence • Citrus Club (downtown Orlando) • November 21st - TBD • December 5th - Annual Holiday Event • January 16th, 2014 – Annual Kick-Off Event • With your paid attendance today, you automatically receive complimentary Chapter membership through the end of 2013!

  5. Circle of Excellence • 8th Annual Circle of Excellence Awards Breakfast to be held on October 10, 2013 at The Citrus Club • Advertising Opportunities in our Event Program

  6. Summit Chairperson • Caryn Reiker • Maxis360

  7. Presentation Schedule • 7:45 – 8:00 AM Registration • 8:00 – 8:30 AM Breakfast & Networking • 8:30 – 10:30 AM Justin Robbins – Manager of Training & Development, ICMI • Topic: Contact Center Agent Coaching: Improving Performance Through Effective Coaching • 10:30 – 10:45 AM Break • 10:45 – 11:45 AM Bob Shappell, Manager Technical Sales, Interactive Intelligence • Topic: The State of the Contact Center…Present and Future – Featuring Social Media and Speech Analytics • 11:45 – 12:00 PM Break • 12:00 – 1:00 PM Lunch

  8. Justin Robbins • ICMI • Contact Center Agent Coaching: Improving Performance Through Effective Coaching

  9. Bob Shappell • Interactive Intelligence • The Collision Between Mobility, Analytics, and the Cloud, and how it’s Changing Customer Service

  10. THANK YOU! • We’ll see you next year at the • 2014 ICSA Customer Service Summit!

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