Speaking Calendar

2009

May

CADM Basic Course
Call/Contact Centers
The Gleacher Center - University of Chicago (loop campus)
Chicago, Illinois May 7, 2009

2008

November

CADM Basic Course
Call/Contact Centers
The Gleacher Center - University of Chicago (loop campus)
Chicago, Illinois November 6, 2008

October

Direct Marketing Association DMA 08
International ECHO Awards Gala with Jay Leno, Presenter
The Bellagio Hotel
Las Vegas, Nevada October 14, 2008

July

Measuring and Improving First-Call Resolution
E-Business Consortium - University of Wisconsin
First Call Resolution - The Customer Service Challenge
University of Wisconsin
Madison, Wisconsin July 17, 2008

June

20th Annual Conference of Physician Referral
and Health Information Services
Keynote: The Wider World of Call Centers
Chase Park Plaza Hotel
St. Louis, Missouri June 13, 2008

May

CADM Basic Course
Call/Contact Centers
The Gleacher Center - University of Chicago (loop campus)
Chicago, Illinois May 1, 2008

2007

November

CADM Basic Course
Contact and Call Centers - Building Relationships One At A Time
The Gleacher Center - University of Chicago (loop campus)
Chicago, Illinois November 1, 2007

October

Direct Marketing Association DMA 07
International ECHO Awards Gala, with Howie Mandel, Presenter
Union Station
Chicago, Illinois October 16, 2007

April

CADM Basic Course
Contact and Call Centers - Building Relationships One At A Time
The Gleacher Center - University of Chicago (loop campus)
Chicago, Illinois May 3, 2007

March

CADM Monthly Luncheon Program
Making Call Centers Work for You - Real World Cases
Petterino’s Restaurant
Chicago, Illinois March 14, 2007

2006

October

CADM Basic Course
The Basics of Call Centers
Building Relationships One At A Time
410 Club and Conference Center - Wrigley Building Chicago, Illinois October 5, 2006

July

National Council of Higher Education Loan Programs (NCHELP) and Education Finance Council (EFC)
2006 Student Loan Finance and Legal Issues Meeting
Using Technology to Communicate with Customers
Marriott New York - East Side New York, New York July 31, 2006

Southwest Carpenters Training Fund
2006 Customer Service Training
Hyatt Regency Islandia Hotel and Marina San Diego, California July 24, 2006

May

DMA International ECHO Awards Judging
10 Ways to Improve Your Call Center's Value and Profits
NYU - New York University New York, New York May 16, 2006

March

CADM Basic Course
The Basics of Call Centers
Building Relationships One At A Time
410 Club and Conference Center - Wrigley Building Chicago, Illinois March 23, 2006

2005

December

American Teleservices Association
High Performance Series Seminar
Leveraging Data and Technology
December 7-8, 2005 Phoenix, Arizona

November

CADM Basic Course
The Basics of Call Centers
November 10, 2005 Chicago, Illinois

October

DMA05 Annual Conference - DMEF Educators Conference
Revisiting the Conceptual Definition of Direct Marketing: Perspectives from Scholars and Practitioners
Industry Discussant (panel member)
October 16, 2005 Atlanta, Georgia

June

American Teleservices Association
High Performance Series Seminar
Integrating Teleservices and Direct Response
June 29-30, 2005 Dallas, Texas

Direct Marketing Association (DMA) Teleservices Conference
Better Inbound Results Now! - Measure More to Manage Better
June 23, 2005 Orlando, Florida

April

CADM Basic Course
The Principles of Call Centers
April 21, 2005 Chicago, Illinois

2004

November

DePaul University
Pennebaker Certificate in Direct and Interactive Marketing
Call and Contact Centers for Direct and Interactive Marketers
November 2, 2004 Chicago, Illinois

CADM Basic Course
The Basics of Call Centers
November 4, 2004 Chicago, Illinois

June

DMA Teleservices Conference
Why the "Service Level" Metric is Inadequate - How to Measure Service for a True Picture and Competitive Edge
June 4, 2004 Palm Beach, Florida

The Sixteenth National Conference on Physician Referral and Health Information Call Centers
Demystifying Call Center Technology - Half Day Workshop
June 23, 2004 Chicago, Illinois

May

Direct Marketing Days New York
The Future of Call Centers - Are You Ready?
May 25, 2004 New York City, New York

April

CADM Basic Course
The Basics of Call Centers
April 15, 2004 Chicago, Illinois

Chicago Tempo Awards
Featured Speaker: Direct Marketing - Yesterday, Today and Tomorrow
April 21, 2004 Chicago, Illinois

Chicago Direct Marketing Days
The Basics of Call Centers
April 22, 2004 Chicago, Illinois