Presenters

Call Center Senior Leader, DeLoitte Services

Gerry Barber is a twenty-five year veteran of the call center industry. He is currently the Call Center Leader for Deloitte Services, LP internal call center. Gerry is responsible for the strategic delivery of support services to Deloitte U.S. firms' 45,000 person employee base. Throughout his career, Gerry has attained operational success through blending the right technology with people, work processes and performance management techniques. He has engaged in award winning start ups, growth expansions and re-engineering projects. Gerry's experience in contact management leadership spans single and multi-site call centers, both large and small with experience in sales, service and support oriented applications.

Vice President of Customer Service Operations, Cross Country Home Services

Tom Canterberry is Vice President of Customer Service Operations at Cross Country Home Services, Inc. (CCHS). In this role, his responsibilities include the management of the company's entire call center operations, which include customer care, service authorizations, service purchasing, training, quality assurance and national service network management.

Since his promotion to Vice President in 2001, Mr. Canterberry has focused on both corporate and departmental strategic planning, cost management, and technology and automation initiatives to help drive continuous process improvement, customer service processing efficiency and service delivery quality. He has also been instrumental in helping CCHS achieve significant revenue growth and a 97% customer satisfaction rating for its customer service claims management, while expanding its customer service operations to three sites. He joined CCHS in 2000 as Director, Vendor Operations, where he managed the service network approval department and service contractor network management team.

Senior Advisor and Former President and CEO, ICMI

Brad is recognized as one of the world's foremost authorities on call center management and customer services. He is a passionate advocate of customer contact services that deliver higher returns to organizations and better experiences to customers. His enthusiasm and leadership set the standards for success that drive the entire organization. An engaging speaker and sought-after consultant, he has now worked across 40 states and in over 50 countries. His clients have included small startups, national governments, and multinational corporations.

VP, Call Center Operations, Duke Energy

Larry Eiser has been with Duke/Cinergy for 30 years, and currently holds the role of Vice President of Call Center Operations. Larry's responsibilities have included the web, IVR and walk-in contact channels and designing the technology platform to support all contact channels. Prior to the Duke/Cinergy merger, which closed in April of 2006, Larry had served as General Manager, Customer Contact Services for Cinergy since 2000. Prior to moving to the customer contact arena in 2000, Larry held a number of positions in IT and then took a leadership role in previous merger and reengineering efforts. Larry is CIAC-Certified as a Call Center Strategic Leader.

President, TouchPoint Associates, Inc.

Bob brings over 25 years of experience as a speaker, consultant and leadership coach. He draws on his early experience as a customer service agent and frontline manager to help companies improve their customer experiences - especially in the areas of contact and support centers. Bob's company, Touchpoint Associates, offers strategic consulting and leadership training. He has helped some of the top companies in the world re-align their customer service strategies and improve their bottom line.

President, Harrington Consulting Group

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans.

Director of Community Services, ICMI

Layne Holley oversees content, peer channels and other programs and services for ICMI community members and stakeholders. Her deep respect for frontline representatives and their leaders began long ago as a college student in retail book sales and sales management. An award-winning journalist, Layne has spent more than 10 years as a business and technology writer and editor covering the people, processes and technologies in the contact center.

Director of Training & Certification, ICMI

Linda Riggs has a wealth of experience in operations, training, development and instructional design in contact and technical support centers. She has worked with centers in the fields of banking, finance, insurance, internet, healthcare, military, news, retail, travel and utilities. Linda has a talent for creating, developing and delivering easy-to-understand customer service, sales, technical and behavioral assessment training. With an uncanny ability to reach audiences of all levels of learning, regardless of their experience or position within the contact center, Linda's energy and enthusiasm endears her to her students and promotes an environment conducive to learning.