Nathalie Milot, Regional Director - Bell Canada (Canada)
No. of Agents: 1300, Type of Center: Inbound
Our contact center operates in the Telecommunications industry offering local and long distance phone service, voice and data services, internet access, satellite television, and a host of other solutions and services to Canadian homes. We are generally recognized as an inbound contact center however we are performing limited outbound activities. Our 1200 call center representatives, led by 84 supervisors and 7 leaders, service 12.5M calls / year in 7 locations across 2 provinces (Ontario and Quebec). Our services are provided in both official languages (English and French) as well as Chinese, Cantonese and Mandarin.

Armando Augusto Viegas, Director - Cara Operations (Canada)
Type of Center: Inbound
The primary functions within our contact center are vast. Sales constitutes 13% of our business while Customer Relations and the ‘Guest Experience’ Department services high level investigation and research on guest-escalated concerns, complements, inquiries etc for all our brands from all dining channels.

Desiree Amanda Bombenon, President, COO - PDL Contact Centres (Canada)
No. of Agents: 80, Type of Center: Inbound and Outbound
PDL Contact Centres is a multi-award winning international company with offices in Canada and clients across North America, Europe and Asia. Started in 1982, our areas of specialty are in customer communication solutions. PDL provides 24/7/365 Bilingual (English & French) call centre service solutions. We have been in business since 1982, focusing on leading edge technology platforms combined with award winning customer care programs. Today our company designs innovative and cost effective outsourced call centre solutions for our clients using proven technology and a skilled workforce.

Roy Gaunce, Director of Beneficiary Services, CCCM - Humana Military Healthcare (USA)
No. of Agents: 250, Type of Center: Inbound
The primary function of the contact center is to assist our customers and providers with all aspects relating to the health benefits of their program (nine programs in all). Our representatives complete a new associate four week intensive training program. This training enables them to maneuver through our 10 computer systems and websites to handle questions that may arise.

Arronda W Hurst, Call Center Manager - Influent Inc.
Type of Center: Inbound and Outbound
Influent is among the nation’s largest call center outsourcing solution providers offering a suite of inbound, outbound, customer care and business process outsourcing solutions to a wide range of Fortune 500 firms and other industry leading companies. Privately held and based in Dublin, Ohio, Influent operates eleven company-owned domestic, near shore and offshore customer contact centers employing over 2,300 employees worldwide.

Robert O'Leary, Call Center Director - Startek (USA)
No. of Agents: 325, Type of Center: Inbound Customer Care, Inbound Sales
StarTek, Inc. (NYSE: SRT) is a leading provider of high value business process outsourcing services to the communications industry. Since 1987 StarTek has partnered with their clients to solve strategic business challenges so that fast-moving businesses can improve customer retention, increase revenue and reduce costs through an improved customer experience. These robust solutions leverage industry knowledge, best business practices, highly skilled agents, proven operational excellence and flexible technology.

Ricky Arriola, CEO - Inktel (USA)
No. of Agents: 250, Type of Center: Inbound and Outbound
Inktel Direct provides outsourced business solutions to some of the world's leading brands. Our goal is to help our clients build and strengthen relationships with their customers and, at the same time, help them reduce costs, increase revenue, enhance loyalty and achieve real results. Some of our services include contact centers, fulfillment, data management, direct mail, and e-commerce.

Julie Shartzer, Front Line Leader - Humana Military HealthCare Services (USA)
No. of Agents: 250, Type of Center: Inbound
The primary function of the contact center is to assist our customers and providers with all aspects relating to the health benefits of their program (nine programs in all). Our representatives complete a new associate four week intensive training program. This training enables them to maneuver through our 10 computer systems and websites to handle questions that may arise.

Cindy Edwards, Global Sales Executive - Etech (USA)
No. of Agents: 1700, Type of Center: Outbound, Inbound Sales and Service
Etech, Inc. has been a leading provider in customer contact solutions for over ten years and under our current corporate structure for approximately four years. The company originated as BERRYDirect on June 30th 1997, a division of L. M. Berry & Company, a wholly owned subsidiary of BellSouth. Etech is composed of approximately 1700 team members with three facilities located domestically in Texas, and three facilities located in Gujarat and Thane, India. The center located in Pasadena, Texas is a dedicated Bilingual Center providing services in both Spanish and English.

Donna Azevedo, Team Lead - American Heart Association (USA)
No. of Agents: 50, Type of Center: Inbound and Outbound
The National Service Center is a department within the American Heart Association tasked with answering all customer inquiries via phone, email or postal mail. The NSC's mission is to “a connection to life-saving information for all people.” Beyond customer service, the staff at the National Service Center act with compassion and kindness to help millions of Americans battle disability and death from cardiovascular disease and stroke.

Michael McAllister, Director, Client Services - Ontario Teachers' Pension Plan (Canada)
Type of Center: Inbound and Outbound
OTPP contact centre provides both customer service and pension plan administration for plan members.
The centre operates as a multi-channel, blended skill entity where agents are responsible for both customer service and immediate retirement benefit processing.

Meg Frantz, VP Service Desk Services - CCSI Technology (Canada)
Type of Center: Inbound Technical Support Service Desk
CCSI Technology Solutions Corp. (CCSI), a CompuCom subsidiary, offers extensive technology and industry-specific expertise to help clients move to the high-value, integrated infrastructures that help them achieve their business goals. CCSI is a leading IT managed services provider. As a vendor-independent, single-source supplier, CCSI offers IT outsourcing, application development, systems integration, and consulting, as well as the procurement and management of hardware and software.

Richard Schuetz, Senior Vice-President of Operations - Dynamic Funds (Canada)
Type of Center: Inbound
The primary function of the contact center is customer service. Inbound queries can range from simple account balance to more complex operational issues right through to detailed explanations of product offerings and the pros and cons of each for a particular segment of the investor community.

Kimberly Lyn Tildon, Sales Architect - Hewlett-Packard
Type of Center: Inbound and Outbound
Hewlett-Packard is a technology company that operates in more than 170 countries around the world. We explore how technology and services can help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work. No other company offers as complete a technology product portfolio as HP. We provide infrastructure and business offerings that span from handheld devices to some of the world's most powerful supercomputer installations.

Shamesh Ramsunder,  - Bell Canada (Canada)
Type of Center: Inbound and Outbound
The CDMC Ontario / Quebec is an integral part of Bell Canada’s marketing operations. We are the leaders in the North American Telecommunications industry offering local and long distance phone service, voice and data services, internet access, satellite television, wireless and a host of other solutions and services to Canadian homes. CDMC does both inbound as well as outbound calling activities. With a diverse demographic employee force of 500 call center representatives, led by 15 team coordinators, 28 Sales Managers, 28 Support Managers and 12 Associate Directors we boast ourselves as one of the largest call centers in Toronto! We handle 3 million calls / year in 1 locations across 2 provinces (Ontario and Quebec). Our services are provided in both official languages (English and French)

Brian Edwin Hunt - Bell Aliant (Canada)
Type of Center: Inbound
Aliant is one of North America’s largest regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline business in Ontario and Quebec, Bell’s majority interest in Bell Nordiq, and the Aliant wireline business, its information technology company, xwave, and its knowledge solutions through Innovatia. Guided by our strengths, our people, and our experience, we will provide the highest-level products and services available anywhere to our customers across Ontario, Quebec and Atlantic Canada. We will be a recognized leader among North America’s information and communication technology providers, focused on making life, business, and entertainment simple for the people we serve.

Jeffrey Andrew Folkins - Bell Aliant (Canada)
Type of Center: Inbound
Aliant is one of North America’s largest regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline business in Ontario and Quebec, Bell’s majority interest in Bell Nordiq, and the Aliant wireline business, its information technology company, xwave, and its knowledge solutions through Innovatia.Guided by our strengths, our people, and our experience, we will provide the highest-level products and services available anywhere to our customers across Ontario, Quebec and Atlantic Canada. We will be a recognized leader among North America’s information and communication technology providers, focused on making life, business, and entertainment simple for the people we serve.

Chowdhury Ahmed Nur, Sales Agent - Sage Software (Canada)
Type of Center: Inbound and Outbound
Sage Software is the North American business of UK-based The Sage Group plc. Sage Software supports the needs, dreams, and challenges of small and midsized businesses (SMB) by offering leading business management products and services. More than 2.8 million North American small and midsized businesses currently rely on Sage Software applications. For more than 30 years, Sage Software has delivered easy-to-use, scalable, and customizable software for accounting, customer relationship management, human resources, merchant services, time tracking, and the specialized needs of the construction, distribution, healthcare, manufacturing, nonprofit, and real estate industries.