Publications and Presentations

PUBLICATIONS

2008

	Contact Professional Magazine Turn Your Contact Center into a Preferred Place of Employment
	Contact Management– January/February Top Ten Training Tips
	Contact Management– May/June How to Improve Management/Employee Relations

2007

	Contact Management – July/August Tips for Building a People-Focused Contact Center – Rewards & Recognition
	Contact Management – September/October Leadership Tips for Building a People-Focused Contact Centre
	Contact Management – November/December Ideas for Creating a People-Focused Environment & Facility

2006

	SOCAP CRM Magazine Taming the Stress Tiger in Your Contact Center
	Contact Center World - Executive Interviews Jeff Doran – President, Contact Center Employer of Choice On Recruitment

2005

NICE Customer Newsletter
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2004

	Customer Relationship Management Magazine (SOCAP) June 2004 Becoming a Contact Center Employer of Choice in Today’s Labor Market.
	Ontario Ministry of Economic Development Call Centre Newsletter – Winter 2004 Call Centre Newsletter – Fall 2003
	Direct Marketing News March 2004, Press Release January 2004, Press Release October 2003, Press Release

Presentations

2008

	Federated Press – Performance Measurement for Call Centres Date: January 16 & 17 Place: Calgary, Alberta Canada Presentation: Building a People-Focused Culture in Your Call Centre
	Manitoba Contact Centre Association – Annual General Meeting & Conference Date: May 14th. Place: Winnipeg, Manitoba Canada Keynote: Be the Best You Can Be; Be a Contact Centre Employer of Choice.
	Nova Scotia Contact Centre Association – Annual General Meeting Date: May 15th. Place: Halifax, Nova Scotia Canada Keynote: Standing Out as an Employer of Choice
	Canadian Institute – Managing Contact Centres – Driving Profit in Your Facility Date: June 9 & 10. Place: Toronto, Ontario Canada Presentation: Embarking on a Journey to Becoming an Employer of Choice Contact Center
	IQPC – 9th Annual Call Center Week Date: June 23 – 27. Place: Las Vegas, Nevada USA Workshop: Building a Contact Center Employer of Choice

2007

	British Columbia Contact Centre Association – Breakfast Meeting Burnaby, British Columbia Canada Presentation – Develop a People Focused Culture & Build Positive Brand Recognition
	IQPC – 2nd Annual Call Center Summit Atlanta, Georgia USA Presentation – Building a People Focused Organization through Incentives, Motivation and Employee Enrichment
	GTACC – Quarterly Meeting Toronto, Ontario Canada Presentation – Build a People Focused Culture in Your Contact Centre

2006

	ORCCA – Development Meeting Ottawa, Ontario Canada Presentation: Develop a People Focused Culture & Build Positive Brand Recognition
	ICSA – Annual Conference Toronto, Ontario Canada Presentation: People, Culture and Branding in Your Contact Center
	SOCAP International – 2006 Annual Conference Toronto, Ontario Canada Presentation: Develop a People Focused Culture & Build Positive Brand Recognition
	Ryerson University Toronto, Ontario Canada Presentation: Contact Centres in Canada

2005

	NICE Usergroup – Teleconference Presentation: Becoming a Contact Center Employer of Choice
	Contact Professional Alliance Belleville, Ontario Presentation: Becoming a Contact Center Employer of Choice
	SOCAP Toronto, Ontario Presentation: Becoming a Contact Center Employer of Choice

2004

	SOCAP Annual Conference – New York, New York, October 2004 “ Taming the Stress Tiger in Your Contact Center”
	Contact Canada Summit – Saint John, New Brunswick, September 2004 “The Importance of Branding Excellence — Contact Center Employers of Choice”
	SOCAP International Symposium – Colorado Springs, Colorado, April 2004 “Becoming a Call Center of Choice”
	Ryerson University – Faculty of Business (Toronto), March 2004 Human Resources Management

2003

	Hamilton Call Centre Training Program/Call Centre Association “How to Become a Contact Center Employer of Choice”
	Ryerson University – Faculty of Business (Toronto) Human Resources Management 4th Year Business Strategy
	Greater Toronto Marketing Alliance “How to Become a Contact Center Employer of Choice”

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