Attend the HDI Music City Chapter Meeting May 8, 2014

Join HDI Music City for our upcoming local chapter meeting on Thursday, May 8, 2014 where our topic will be, "What Makes a Good Rep - Great".

What Makes a Good Rep – Great

Great call center reps are not born that way. While indeed there are some of us who are inherently more predisposed than others to be effective communicators and “helpers,” it is possible to improve our communication habits and behaviors. A critical component in being a “great rep” is realizing what our words and actions “mean” to the customer or the other party. This session will discuss some of the communication factors that influence every interaction and what we can do to be more effective in helping others.

Free Lunch will be provided during our meeting which will be held from 11:00 am to 1:00 pm at LifeWay. The doors will open at 11 am for registration and networking lunch.

Directions to LifeWay can be found to the left of this message.

Please RSVP by Monday, May 5th to reserve a seat.

Our Guest Speaker : James G. Quiggins

Jim Quiggins has over 25 years of experience in technology sales, marketing and business development in the contact center industry. Currently he does private consulting with contact centers in the area of workforce optimization, quality monitoring, and operational reporting & analytics. He is also a member of a group of contact center professionals that have formed a consortium called Call Center Training Associates (CCTA). CCTA provides training for call center staff including frontline agents as well as supervisory training. They also provide training for quality and WFM analysts.

Throughout his career, Jim has built sales and marketing organizations in several early-stage growth companies leading them to dominance in their industry.

Most recently, as Sr. Vice President of the Americas for injixo, inc., the wholly-owned subsidiary of InVision Software AG, Jim was responsible for the injixo cloud-based, SaaS WFM offering as well as two other lines of business owned by InVision; The Call Center School, which was acquired by InVision in 2011, and the injixo labor consulting unit called Core Practice.

Prior to his work with InVision, he was Global Vice President of Sales and Marketing at TCS Management Group, Inc. (later acquired by and now known as Aspect Communications). After leaving Aspect, he took a similar position with IEX Corporation and led the sales and marketing efforts that allowed the IEX TotalView WFM solution (later acquired by NICE Systems) to overtake the leading market position in the same industry. Between these two assignments, Jim was a founding principal and VP of Sales and Marketing for Carrefour Research, a contact center consulting firm.

Jim began his career in higher education as a professor and department chairperson. His research and teaching concentrations were in the areas of interpersonal, small group, and cross-cultural communication, as well as organizational development and leadership. He holds a B.A. in Speech Communication and Psychology from Trevecca University, an M.S. in Speech Communication from Illinois State University and a PhD. in Communication and Human Relations from The University of Kansas.

Meeting Sponsors

Annual Sponsor

We look forward to seeing you at our event!

Sincerely,

HDI Music City Board of Directors