• March 07, 2013
  • 7:30 AM - 9:00 AM
  • FortisBC Conference Centre, 1111 W. Georgia St
  • 4


  • plus HST
  • plus HST

Advance registration and payment is required. Cancellation: 48-hour notice

Registration & Continental Breakfast begins at 7:30am
Registration is closed
How do you fast-track new hires to maximize results?

The cost of recruitment, training and development for new employees is significant. Managing the development of new agents in the contact centre is a challenge that every organization faces. We are very fortunate this year to have expert panelists from a diverse selection of companies to present on this complex topic. Please join our panel discussion on March 7 to learn how other organizations are managing these ever-present challenges!

This event will appeal to directors, managers, trainers and team leaders in the contact centre domain. Our expert panel discussion events ALWAYS sell out – so avoid disappointment and register early!

Rosa Clausell-Rountree, CEO and GM, EGIS Canada
Rosa joined Egis in December 2008 as the Chief Executive Officer and General Manager of Egis Projects Canada Inc.  She has over twenty-one years of financial, management and customer service experience.  Demonstrating the ability to lead, plan, and cultivate a productive workforce, Rosa has supported over 14 toll agencies, transit projects and credential processing for commercial trucking. She recently served on the Executive Committee for TRB and Board of Director for IBTTA.  Rosa is currently managing the first All Electronic Toll Collection in British Columbia, the Golden Ears Bridge.  She is the Chair of the Revenue Systems Committee for ITS Canada.  She is also a board member of the Pitt Meadows Economic Development Council. In 2008, she was recognized by WTS - Atlanta as Woman of the Year in Transportation

Helen Martin, Manager Inside Sales, Rocky Mountaineer
Helen has been part of the Rocky Mountaineer sales team for 4 years.  Her Sales Centre team of 30 is responsible for sales and guest inquiries from direct guests, Travel Agents and Wholesalers from around the globe.  Prior to joining Rocky Mountaineer, Helen led sales and customer service teams with Robeez Footwear and the Canadian Springs Water Company.
Rocky Mountaineer is the world renowned, luxurious sightseeing train which travels by daylight linking Seattle and Vancouver by rail, to the majestic Canadian Rockies.  Over the past 20 years, Rocky Mountaineer has grown to become the largest privately owned passenger rail service in North America and has welcomed more than one million guests onboard from around the world and is the eight time winner of the prestigious World Travel Award as “World’s Leading Travel Experience by Train”.

Colin McKenna, Manager Individual Plans Administration, Pacific Blue Cross
Colin has been part of the contact Centre community in Metro Vancouver for the past 16 years. As the Manager of Individual Plans Administration at Pacific Blue Cross, Colin and his team are responsible for growing, maintaining and retaining the company’s individual health and dental business (for non-group plan members), as well as the company’s expanding individual travel insurance business. Over the years, Colin has worked extensively with teams of contact centre agents on and off shore, in both the telecom and insurance industries

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