Regional Event - Atlanta, February 2019
Thursday, February 28, 2019
10:00 AM - 4:00 PM
Emory Conference Center Hotel
|10:00 AM - 10:30 AM||Registration|
|10:00-10:15 AM||PACE Introduction|
|10:15-11:15 AM||Keynote Speaker - Glen Wasser
“Making Love Out of Nothing at All – What I Learned Launching the First Resolution/Retention Queue at Comcast”.
|11:15 AM-12:00 PM||
What every contact center manager, owner or director needs to know about compliance
|11:15 AM-12:00 PM||Operations
What it takes to operate a first class contact center
|12:00 -1:00 PM||Networking Lunch/Exhibit Hall|
How technology helps with compliance
What a client expects of an outsourced partner
|1:45-2:45 PM||Featured Solutions Session|
|2:45 - 3:00 PM||Break|
|3:00-4:00 PM||Afternoon Session:|
Principal at Mount Vernon Consulting
Session Title: “Making Love Out of Nothing at All – What I Learned Launching the First Resolution/Retention Queue at Comcast”.
Session Description: Regardless of whether it is goes by resolution, retention or save team, the growing reliance on this specialized contact center function is a proven winner for enhancing customer satisfaction, longevity and improved financial results.
After joining Comcast in 1996, Glenn Wasser had the opportunity to spend the next 22 years with the Company in both senior marketing and contact center roles. He was the Senior Vice President and leader for over 2,500 US based agents handling Inbound Sales, Retention, and Outbound Telemarketing. Glenn led the new Comcast initiative to establish dedicated contact centers focused on improving customer retention for all key lines of business. This group delivered “Best in Class” results and established new internal benchmarks for maintaining customer revenue and revenue generating units.
As the Senior Vice President of Marketing, Glenn was responsible for all areas of acquisition marketing and new product launches. During his tenure, Comcast successfully introduced digital cable services, Triple Play multi product bundles, an expanded portfolio of internet speed tiers, Xfinity Home Security, new Hispanic programming tiers and a wide range of new in-home equipment.
Before joining Comcast, Glenn held marketing and sales roles at Coca-Cola, Canada Dry, Suntory Waters and HoneyBaked Ham. He and his wife Joan have two daughters, at least 2 Labrador retrievers and live in Atlanta.