Denver Regional Contact Center Summit - October

Understanding Compliance,
Improving Operations

Keynote Speaker
Karin Hurt
Founder, Let's Grow Leaders
Building a High-Performance, High-Engagement Contact Center Culture

Additional Speakers
John Stanovcak - CSG
Michele Shuster, Partner, MS Law
Jake Bush, CEO of Infocu5
Nevres Genc, Allied Global
Chintan Shah, Uber
Harvey Livingston, RVP, AT&T
Dave Bukovinsky, Executive Director, Product Management, CSG
Christian Montes - NobelBiz
 Kevin George - Dish 
Fred Stacey - Outsource Consultants

Agenda
 

9:30 - 9:45	Welcome & PACE intro - Stuart Discount
9:45 - 10:45	Keynote - Karin Hurt
10:45 - 11:00	Break
11:00 - 12:00	The Climb:  Overcoming Operational Challenges Moderator: John Stanovcak, CSG Bill Haack, Allied Global Harvey Livingston, AT&T
12:00 - 12:45	Networking Lunch
12:45 - 1:45	Featured Solutions Providers
1:45 - 2:45	Trail Guides:  What Way are Regulatory and Compliance pointing? Michele Shuster, Mac Murray & Shuster Christian Montes, NobelBiz Jake Bush,  Infocu5 Olga Feldman, Comcast
2:45 - 3:00	Break
3:00 - 4:00	View to the Horizon:  Creating A Future-Ready Contact Center Moderator: John Stanovcak, CSG Nevres Genc, Allied Global Chintan Shah, Uber Fred Stacey, Cloud Call Center Search
4:00 - 5:00	How’s the Air Up There?  Perspectives on CX Dave Bukovinsky, CSG Kevin George, Dish

 

 

Karin Hurt, Founder of Let’s Grow Leaders, helps leaders around the world achieve breakthrough results, without losing their soul. A former Verizon Wireless executive, she has over two decades of experience in sales, customer service, and HR. She was recently named on Inc's list of 100 Great Leadership Speakers and American Management Association's 50 Leaders to Watch. She’s the author of: Winning Well: A Manager's Guide to Getting Results-Without Losing Your Soul, Courageous Cultures (Harper Collins 2020), Overcoming an Imperfect Boss, and Glowstone Peak.




John Stanovcak
Director, Strategic Sales, CSG 
A true customer engagement industry expert, John Stanovcak brings over 15 years of knowledge and proficiency in support of large sales and operations initiatives. As a sales leader, John generates and grows business partnerships for world-class providers of telecommunications, software and customer engagement solutions by combining sales strategies, business intelligence and sales process improvements.






Michele Shuster
Michele is a founding partner of Mac Murray & Shuster where she brings extensive experience in working with clients of all sizes involved in highly regulated industries. She has established a solid record of representing clients in consumer protection matters before state attorneys general, the FTC, and FCC, in addition to conducting regulatory compliance audits and providing counsel on advertising and privacy issues.
Michele currently serves as General Counsel to PACE (Professional Association for Customer Engagement) and oversees its Self-Regulatory Organization program. In this role, and with her significant depth of experience related to TCPA compliance, she has been an integral part of PACE’s current challenge to the FCC’s TCPA order. She has an exceptional foundation in U.S. privacy laws and regulations and is accredited as both a Certified Information Privacy Professional (CIPP/US) through the International Association of Privacy Professionals (IAPP) and Customer Engagement Compliance Professional (CECP) through PACE.

Jake Bush
Jake entered the call center industry while acquiring his B.A. in Film and Media Studies at the University of California Santa Barbara. After moving into an executive role, he founded a full-service direct marketing agency named Direct Action Group. DAG delivered A-Z marketing services to direct-to-consumer product companies and was eventually acquired and merged in 2014. He has created and grown numerous consumer product brand companies over the course of the last 12 years. Now CEO and Co-Founder of INFOCU5, Bush has blended his lifelong passion for technology and software with his experiences in the call center space to create a SaaS company that delivers a marketplace of on-demand customer service, sales, and marketing services to direct-to-consumer businesses.

Chintan Shah
Chintan is a senior engineering manager at Uber. He leads several teams and initiatives including Customer Engagement, Customer Loyalty and Customer Care which provides unique high quality experience to customers across all Uber business units - Rides, Eats, Jump, Freight and Transit. 
 
Prior to Uber, most recently, he led Studio Engineering at Netflix, where he scaled the original content production at multiple orders of magnitude more than the traditional studio approach. Chintan holds a graduate degree in Computer Science and post-grad in Cryptography. 


David Bukovinsky
David is responsible for CSG’s Customer Communication Management portfolio, setting the vision and delivering solutions that enable brands to orchestrate their customer engagement across digital, print, and voice channels.

He has over 25 years of experience in driving innovation at companies such as Motorola, Intuit, Thomson Reuters, Microsoft, CableLabs, and Level 3. He is a frequent author and speaker on best practices for delivering a differentiated customer experience, and consults with customers as they embark on digital transformation initiatives.

David has a BS of Computer Science from the Ohio State University / College of Engineering, and an MS of Computer Science from the Illinois Institute of Technology.



Christian Montes
Christian Montes is the Executive Director of Sales at NobelBiz helping contact centers improve business outcomes through contact center software and telecom technology. He leads the sales organization including the Client Advocate group driving product optimization and implementing industry best practices to achieve better business performance.
 
With over 15 years of leveraging technology and creative tactics to drive outcomes he has worked with some of the largest Enterprise Contact Centers, BPOs, and Global CCaaS providers in the world. As a native San Diegan, Christian is living the dream in sunny San Diego, California.

Kevin George 
Kevin first joined Dish in 2008 as an Operations Manager leading a small team that calculated sales commissions for thousands of Dish 3rd Party Retailers.  While at Dish Kevin has also served as General Manager of Retail Compensation and Director of Billing & Credit.  In 2018 Kevin become part of the Dish Customer Experience team as a Customer Journey Lead.  The Dish Customer Journeys team is at the forefront of Dish’s continuous dedication to transcending customer experience for the Pay-TV industry.  This CX-centric team collaborates with every department at Dish to understand what Dish customers need & expect and developing creative solutions that elevate the experience through multiple journeys.  Previous to his career at Dish, Kevin served as an Officer in the United States Air Force and is a graduate of the United States Air Force Academy in Colorado Springs, Colorado.



Fred Stacey
Fred Stacey is the General Manager and Co-Founder of Cloud Call Center Search which is a division of Outsource Consultants.  Fred has been in the contact center industry for over 25 years, starting out manning the phones as an agent before moving to the operations side where he worked to recover failing call centers and start new ones.  During that time he worked in leadership roles, involved in technology acquisitions and center build outs while overseeing the ongoing center operations and selecting future leadership.
Prior to joining Corey Kotlarz to start Cloud Call Center Search, Fred held executive level roles in contact center and debt collections software companies.  He has managed every aspect of a software company, from running Europe, Middle East and Asia Pacific operations to co-founding startups where he served as COO.  Fred specializes in contact center and debt collections software, selection, business operations and strategy.
As General Manager of Cloud Call Center Search he assists companies in identifying the right technologies for their contact center needs, and is constantly evaluating products from artificial intelligence to workforce optimization – and everything in between.