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SMP » Press Releases, Comcast and ING Direct Share Ways to Leverage Customer Experience for Growth and a Strengthened Front Line

Call Center Summit (Business Wire) - 29 October 2009, Comcast and ING Direct Share Ways to Leverage Customer Experience for Growth and a Strengthened Front Line at the Call Center Summit

5th Annual Call Center Summit

NEW YORK & ORLANDO, Fla.--(BUSINESS WIRE)--Customer Management IQ and IQPC announced the details for the 5th Annual Call Center Summit, taking place January 26-29, 2010 at the Gaylord Palms Hotel & Conference Center in Orlando, FL.

The 5th Annual Call Center Summit focuses on the next step of driving performance improvement, leveraging tools and technology and enhancing both call center agents and customer satisfaction levels. IQPC has assembled experts involved with call centers and customer service to lead discussions, including:

  • Stormy Simon, SVP Branding and Customer Care, (The 2009 1to1 Customer Champion)
  • David Bradshaw, Vice President of Sales and Service, ING Direct
  • Frank Eliason, Senior Director of National Customer Operations, Comcast
  • Tom Hammond, VP Contact Center Strategy, The Hartford Financial Services Group
  • Mark Weiner, Vice President of Customer Care and Reservations, Choice Hotels International
  • David Taliancich, VP, Claims Shared Services, Liberty Mutual

While we may not be out of the economic downturn completely, organizations need to shift from defensive strategies to proactive approaches, and prepare for a ramp-up, including hiring, growth, and reenergizing staff for a strengthened front line.

“Talk about what is in for them, about our future accomplishments and how they play a part. Talk about them sharing in success,” suggests David Bradshaw, Vice President of Sales and Service, ING Direct, when asked what tools and tactics ING Direct utilizes for to mobilize their front line team.

Since every customer interaction can be seized as an opportunity to build trust and create advocates, the call center becomes the driver of an organization’s rise to world class excellence – and it’s key that the frontline workers are armed with the right training and attitude to handle all customer calls. Other topics for discussion at the summit include call center efficiency, latest tools and technology, talent management, leadership excellence and workforce optimization.

The 4-day conference is slated to be one of the most important events within the Call Center space this year, with its expansive agenda, strong lineup of speakers and the networking opportunities provided. Customer Management IQ and IQPC will be posting content, including speaker interviews, articles, podcasts and other resources on the conference website at

For completely details on the 5th Annual Call Center Summit, please visit or contact Lisa Schulman at for event inquiries.

IQPC provides business executives with tailored practical conferences, large-scale events, topical seminars and in-house training programs. Producing over 1,500 events annually around the world, IQPC continues to grow and has offices in cities across six continents.




Kim Vigilia, 212-885-2753