Mastering Retail: Optimize Your Customer Experience Year-Round

The Journey to Operational Excellence

Operational excellence is a must-have for great customer experience 365 days a year. Our expert panel details the process from recruiting to hiring to onboarding to achieving team proficiency in delivering excellent customer service. We'll discuss modern recruitment and onboarding techniques using AI and the importance of ongoing training and development. This discussion also explains how iQor deploys an effective operations process honed over several decades that enables many retailers to outsource some or all of their customer experience with confidence.

Meet the speakers

Tone Holmen
Senior Vice President, Operations
iQor

Tone is an executive with 15+ years in leadership roles in contact center management, including strategy, P&L, recruiting, coaching/development, and client relationship management in retail.

John Swain
VP, Account Management, Retail
iQor

John is an executive with over 20 years' experience in BPO operations as a provider and a client leading domestic and international teams with a focus in retail.

Brian Madonna
Vice President, Operations
Universal Screen Arts, Inc.

Brian is an executive with 25 years of experience in operations overseeing day-to-day activities in customer service, distribution, and production. He directs and implements operational strategies and ensures the organization meets its profitability goals.

Meet the moderator

Judy Mottl
Editor
Networld Media Group

Judy Mottl is an experienced editor, reporter and blogger who has worked for top media including AOL, InformationWeek and InternetNews. She's written everything from breaking news to in-depth trend