Confirmed Speakers to Government Contact Center:

  • Monroe Mary Ann Monroe
    Program Director
    National Cancer Institute’s Cancer Information Service (NCI CIS)
  • Laura Zink Marx
    Executive Director
    NJ 211 PARTNERSHIP
  • Yolunda Davis
    Associate Director, Employee Resource Center
    INTERNAL REVENUE SERVICE

Removing Barriers to Citizen Engagement, Delivering Superior Customer Service and Improving Operational Performance

IQPC’s Government Contact Center taking place December 6-8, 2010 in Washington, D.C. area will focus in on the specific challenges and opportunities in the public sector for call centers.

Government contact centers face unique challenges and pressures to deliver the highest level of information delivery in the most cost-effective manner. With reduced budgets, changing customer needs and the immense task of motivating and retaining staff, call center professionals are looking for strategies to increase overall team performance.

IQPC’s Government Contact Center conference will feature interactive benchmarking sessions, keynote discussions, knowledge exchanges and networking opportunities.

This is the One and Only people-focused contact center event of its kind!

Speaker Spotlight

We asked our speakers why this event is a must-attend for all public sector contact center leaders. Here’s what they had to say:

Every call center's technology must evolve to serve today’s always-on customers.
Morad David Morad
What callers know about your service before the call is key to their success.
Marx Laura Marx
Take the sting out of change. Learn how to defuse the negative impact of change in your workgroup.
Davis Yolunda Davis

Who will attend:

This program is intended for federal, state, municipal and 311/911 contact center directors, commissioners, managers, advisors and other support staff responsible for the following:

  • Contact Center
  • Call Center
  • Citizen Services
  • Service/Support/Help Desk
  • Customer Service
  • Customer Satisfaction
  • Customer Experience
  • Information Services
  • IT Projects
  • Employee Resources
  • Quality Assurance
  • Process Improvement
  • Process Management
  • Operations

About Customer IQ:

Customer Management IQ is an online community for finding Customer Management and Call Center information, discussing ideas about CRM and Call Center Management and sharing marketing best practices. Join today and interact with a vibrant network of Customer Management and Call Center professionals. Keep up-to-date with the Customer Management and Call Center industries by accessing our wealth of articles, videos, online seminars, live conferences and more.

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