3/8/2017 - GTACC Panel Event: April 18, 2017
GTACC Panel Event - Transformation Using Technology
April 18, 2017
8:00 - 11:30am
Novotel Hotel, North York (3 Park Home Ave, North York, ON, M2N 6L3)
Cost: Free. Many thanks to Genesys for sponsoring this event!
Seating is limited to CC Ops and GTACC sponsors
Register here: Sangeeta@gtacc.ca
This half-morning session will cover several topics:
Agenda
8:00 - 8:15am – Networking and Refreshments
8:15 - 9:30am Panel discussion about 12-18 month strategy of Transformation using Technology
- Marc Hollenberg, Vice President, Customer Experience, Moneris
- Lisa Moody, Director Contact Centre Workforce, Customer Care Department, World Vision
- Louise Andrew, Director, Workforce Planning, Global Reservation Centre, AccorHotels
- Pankaj Arora, VP Business Planning, Analytics and Performance Enablement, TD Bank
9:30 - 10:00am Wellness and Networking break
10:00 - 11:00am Gamification with Daniel Lafrenière, Greatify
11:00 - 11:30am Group roundtable brainstorming 30 ideas in 30 minutes!
Session A
Genesys, TD, World Vision, Moneris and AccorHotels (formerly Fairmont)
Genesys has assembled a panel of their customers and contact centre consultants for some realistic insight into what many Canadian contact centre businesses are focusing on for the next 12-18 months.
Our panelists will share strategic planning initiatives, some innovative staffing strategies, tips on change management, and priorities for optimizing the effectiveness of their Contact Centre business.
Bring your questions, network with the panelists, and leave with some new ideas for business optimization.
Networking and Wellness Break
Session B:
Gamification as tool in Employee Engagement by Daniel Lafrenière, Greatify
Daniel is Chief Experience Officer at Greatify, author, speaker, foodie and motorcyclist. Throughout his career, he has been fascinated by human psychology.
For the past 30 years, he has contributed to the dissemination and understanding of customer and employee experience through 4 books published on the subject, numerous conferences in Canada, the United States and Europe, and the development and establishment of many university-level courses. He has taught at the Bachelor’s and Master’s degree level at Université Laval, Université de Montréal and Université de Lyon (France).