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Three Key Technologies to Support Customer Success: KM, CRM, and LMS

Want to deliver superlative customer experiences?  Join our session where we will discuss strategies leading contact centres use to get the most from their three most important technologies:  KM, LMS, and CRM, and how using them in tandem can provide exponential lift in your CSAT scores. Our session will reveal how investment and strategy rooted in these technologies can engage teams, ensure consistent service and enhance operational effectiveness and customer experience.

  
Brad Sellors - Managing Director, InfiniteKM
 

Brad is the driving force behind Infinite Media and the InfiniteKM (Knowledge Management) platform. Since founding the company in 1994, Brad’s creative vision has been instrumental in designing and developing innovative solutions that maximize the impact of sales and marketing, learning and education, knowledge management, and production initiatives. Trained at Apple Computer for Interface Design, Brad also studied Instructional Design at the postgraduate level. By inspiring the design and development team with his passion and enthusiasm for every project, Brad has successfully created an environment that encourages experimentation and generates innovation to ensure Infinite Media consistently produces industry-leading, brand enhancing solutions. Brad has successfully and creatively integrated key innovative solutions across a variety of multimedia platforms for a broad base of global companies such as Johnson & Johnson, WIND Mobile, Royal Bank, CIBC, Xerox NA/Global, Scotiabank, GE, BMO, Fairmont Hotels & Resorts, PC Financial, Government of Ontario and BMW.

 
Laurel Halliwushka - Training Manager, Tangerine
 

Laurel Halliwushka is a dynamic leader whose extensive skill set includes developing and implementing strategies that maximize employee performance and engagement. In her position at Tangerine, Laurel uses her significant experience with adult learning principles, managing external vendors, and leveraging industry knowledge and networks to enable a team of learning professionals across the country. She has long been recognized for her ability to identify issues, develop solutions, and motivate others to achieve business results.

 
Phoutsady Naovarath - Director of Learning and Development, CI
 

Phoutsady Naovarath is the Director of Learning & Development. In her role she oversees the strategy, design and delivery of most training programs across the organization. She has about 13 years of industry experience and will be celebrating her 10 year anniversary at CI this December. She has a BA in Economics and Finance and an MBA from the Rotman School of Management at U of T.

 
 
 
 
     
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