Annual Contact Centre Conference Event Since 1999
2022 Conference Theme: "Invigorate!"
We have been surviving a surreal pandemic environment for the past two years. We have had to reimagine how we do business in this new environment.
We wish to thank all our Speakers, Sponsors and Attendees who helped to make the 2022 ContactNB Conference a success! We hope you all left the event feeling "Invigorated".
Huge thanks as well to our incredible conference planning committee for all their hard work to put this event together!
Please note that all paid attendees of the event may access the recordings from the conference by logging back into the platform, going to event, past, and clicking on the conference event. Anyone who did not attend the event may also view the recorded sessions by purchasing a ticket to the event for $65 plus HST. Please reach out to us at ContactNBassociation@gmail.com if you wish to purchase a ticket.
2022 Contact Atlantic Sponsors:
We are grateful for the support of our sponsors for this event and our industry.
2022 Speaker Lineup:
Neetu Sidhu
Director, Equity & Inclusion
Moneris
12:15 - 13:10 Atlantic Time
Diversity, Equity & Inclusion (DEI): Working Inside Out
In this talk with DEI leader Neetu Sidhu, we will explore what Diversity, Equity and Inclusion (DEI) truly is and why it is one of the most powerful differentiators for a company’s culture – especially through this period of the Great Resignation/Reshuffle. You’ll learn how embedding DEI into the employee experience translates and defines the customer experience and, in turn, contributes to being a purpose-driven organization ... by working inside out.
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Neeta Sidhu (she/her) has been an equity and inclusion leader in Canada, the United States and India for the past 15 years. As a social entrepreneur, her strengths lie at the intersection of purposeful profit, leveraging strategy, business and technology to drive positive social change. Neetu has collaborated with global stakeholders to develop strategies, implement programs and scale initiatives, fostering greater inclusion across the technology, banking, education, fashion and social sectors. She has partnered with the United Nations Global Compact Network to co-create the official gender equity blueprint for Canada’s private sector.
Currently, as the Director of Diversity, Equity and Inclusion (DEI) at Moneris, she leads an integrated strategy that explores the linkages between innovation, culture, DEI, mental well-being and ESG. Outside of Moneris, Neetu serves as a Board member for purpose-driven organizations, including Chic Geek, Local Laundry and QB Consulting.
13:15 - 14:10 Atlantic Time
Panel Discussion: Creating an Invigorating Culture!
Join host Mike Aoki as he moderates a panel discussion with three industry professionals about the topic of Creating an Invigorating Culture. Meet our panelists (Below, L to R):
Mike Aoki (Moderator), Reflective Keynotes
Kristine Turner, Moneris
Renee Taylor, RBC Advice Centre
Angela Hawkins, Accenture
Let's meet our panel ...
Mike Aoki is the President of Reflective Keynotes Inc. (reflectivekeynotes.com), a Canadian training company that helps contact centres improve their sales and customer experience results. Mike was chosen by ICMI.com as one of the "Top 25 Customer Experience Thought Leaders for 2022." He is a frequent contributor to "Contact Center Pipeline" magazine. He also co-authored the Amazon #1 bestselling leadership book, "Called to Action."
Kristine Turner has worked in customer service industry for over 15 years. Currently managing Moneris’ overnight (contact center) team, she is focused on streamlining processes and improving employee engagement. She starting her career as a front line associate, working with various departments in a startup where she developed an interest in contact centre operations. Her passion for people and problem-solving got her involved in with recruitment, retail management, employee development and training. As a life-long learner, Kristine frequently attends seminars and courses to improve her craft, and is currently learning about teaching adults and facilitation. After work, Kristine enjoys spending time outdoors with her son Odin. She is also excited that live music is back, and is looking forward to seeing the Red Hot Chili Peppers, Lady Gaga, and Justin Bieber this summer with her partner Mike.
Renee Taylor, currently Centre Director, Moncton Advice Centre, joined RBC in 1995 after graduating with a Bachelor of Business Administration from UNB in Fredericton. Twenty-six years later, she has had the opportunity to grow and develop in over ten different roles within RBC. The bulk of her career has been with the Advice Centre in a variety of roles: Advisor, Team Manager, Coach, Manager of Coaches and a Business Manager roles across multiple lines of business and channels, both locally and leading remote teams across Canada. Prior to joining as Centre Director for Moncton, Renee worked in the Atlantic region as a Regional Enablement Coach, partnering with teams of Mortgage & Investment and Retirement Experts across Atlantic and Ontario North East. Renee's passion is people and ensuring everyone achieves collective success that inspires personal growth with the ultimate goal of helping our clients thrive and communities prosper!
Angela Hawkins a Senior Manager with Accenture in Fredericton NB where she has been employed for the past 21+ years. She began her career journey as a Customer Service Representative on the phone and quickly realized she had a true passion for people and the industry as a whole. Welcoming every opportunity along the way, she has established herself as an expert in Operations and is inspired by the growth of those on her team. Outside of the office Angela is married with two children (Cody 22, Claire 14). She spends her spare time staying active in many ways, volunteering as President of a female hockey association, coaching volleyball, watching her daughter play hockey & camping seasonally in the summer months.
Sheri Coburn, MSW
Master's Level Clinical Therapist
13:15 - 14:10 Atlantic Time
The Psychology of Leadership: The Key to Unlocking and Unblocking Your Team's Potential
This inspirational presentation will introduce you to the hidden gems that make good leaders great, and already great leaders unstoppable during transition, crisis or unexpected change. Once completed, you will be able to:
- Recognize the unique emotional, behavioral, professional reactions of members of your team during change/crisis that impede professional performance
- Quickly identify and effectively manage individual stress reactions that undermine team dynamics and stall progress
- Implement strategies that will minimize unhelpful reactions of team members and effectively capitalize on individual and team strengths to expedite desired outcomes
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Sheri Coburn is a master’s level clinical therapist who holds a Master of Social Work Degree from Dalhousie University. With almost two decades of experience, Sheri has an exceptional understanding and skill set in the areas of improving mental and workplace wellness.
Sheri is a contributing author of two published books; Counselling Insights and Counselling in Relationships.
Her detailed understanding of human behavior and relationships gives her a unique understanding of leadership both through the lens of the leader and through the lens of the team and the its members. Her shared knowledge and experience will help leaders capitalize on that influence and ignite and reignite motivation in both themselves and their teams.
John Wilkinson
Sr. Solutions Engineer
PCI Pal
13:15 - 14:10 Atlantic Time
Keep Calm and Simplify: Contact Centre Best Practices for Payment Security in the Era of PCI DSS 4.0
These are unprecedented, complex times in payment security. They require companies to be calm and focus, adapt and be agile during sudden international restrictions, rapid digital transformations, marked reductions in supply chain management, evolving forms of payments, and the residual impacts of COVID-19. As the threats increase, PCI DSS 4.0 makes compliance more complex, and companies have to take action in order to reduce or eliminate risks.
In this session, the audience will:
* Learn how to answer the call for better payment security and CX within contact centres
* Discover the state of data security through the eyes of the consumer
* Hear the benefits of removing contact centres from scope
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John Wilkinson is PCI Pal’s lead Solutions Engineer in Canada and resides in Montreal. John has over twenty-five years of telecommunications engineering experience and has worked for several of the world’s most progressive service providers, equipment manufacturers and software makers. John consults with PCI Pal’s partners and end users to ensure business requirements, high-quality customer experience and PCI compliance are seamlessly delivered. John is passionate about customer experience and welcomes any opportunity to engage with PCI Pal’s customers to help make their contact centres more efficient and secure.
14:45 - 15:40 Atlantic Time
Panel Discussion: Adapability and Resilience
Join host Sangeeta Bhatnagar as she moderates a panel discussion. You will hear stories of Adaptability and Resilience during these challenging and rapidly changing times!
Your peers will share insights and valuable lessons learned to empower you and your team to adapt, “bounce-forward” and continue to grow as we continue to be of service and IMPACT to our teams, customers, and the greater community!
Meet our panelists (Below, L to R):
Sangeeta Bhatnagar (Moderator), Principal, SB Global Human Capital Solutions
Keith MacKinnon, Director, Medtronic
Chris Eagles, Site Director, Tangerine Bank
David Tsang, Neurolign Technologies
Let's meet our panel ...
Sangeeta Bhatnagar, is Founder of the boutique Human Capital firm, SB Global Human Capital Solutions, which focuses on talent acquisition and training (live and virtually) for top-tiered Contact Cenre & CX/EX professionals. With an emphasis on Human Behaviour, Sangeeta helps companies to attract, retain and develop top talent using behaviour models, strategies and Emotional Intelligence principles. Sangeeta is a best-selling author of the anthology “Called to Action,” as well as the Chair of the Greater Toronto Area Contact Centre Association.
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Keith MacKinnon is a Customer Experience leader with over 25 years’ experience. Keith currently leads the MiniMed Customer Solutions Team; this includes Customer Service, Product Support, and National Accounts at Medtronic. Keith has spent more than 25 years in the Diabetes industry in Canada with companies like Abbott Laboratories, MediSense, TheraSense, and the last eleven years at Medtronic.
Keith’s passion is helping people with Diabetes. He believes, “there are no days off for our customers who need our products and services, and we need to be there for them. We need to continue to push ourselves to make it easy for our customers to do business with us.”
Originally from Truro, NS, Keith now resides in the GTA.
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Chris Eagles is the National Director of Contact Centres for Canada’s Leading Digital Bank, Tangerine. Chris has been working in the Contact Centre industry for the past two decades, starting his career as a front line associate, and through his career journey, has gained experience in many areas including Learning and Development, Resource Planning and Scheduling, Process Excellence, Quality and Compliance, as well as his primary focus, People Leadership. Chris is also a member of the ContactNB Board of Directors, and is a passionate supporter of our industry, both within the province, as well as Nationally.
In his personal time, Chris spends all of his time with his family, (Alison and their 3 kids Liam, Aubrey and Kailyn), can be found bouncing back and forth between the rink and basketball court.
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David Tsang is a seasoned leader with proven success in building, transforming, and championing complex support operations. Recognized as an effective Change Agent in People, Process and Technology improvements with the ability to translate multi-faceted business requirements into actionable mandates to meet overall organizational objectives.
In the last 20+ years, David has held leadership positions in reputable organizations in the Telecommunication, Pharmaceutical, Retail, Government Agency, Heavy Equipment/Machinery, Cannabis and BPO sectors. His expertise includes Business Transformations, Start-Ups, Contact Centre Operations, Customer Experience, Consulting and People Leadership.
David is currently building the operational functions of Neurolign Technologies as it continues to gain market share in the clinical area as well as launching a brand-new wellness product in the consumer space.
David volunteers his time as a board member at GTACC (Greater Toronto Area Contact Centre Association) and as the Secretary and Director of the Board at ANAC (Acoustic Neuroma Association of Canada).
Margaret Tsuji
Co-Founder, Leap2Digital
14:45 - 15:40 Atlantic Time
Embracing the Digital Momentum to Supercharge the Customer Experience
The pandemic has accelerated digital transformation at rapid speed, “we have covered a "decade in days" in adoption of digital” according to McKinsey. Join us to learn more about the impact on the customer service ecosystem and how brands are harnessing new digital customer behaviours to amplify their customer support through growing their digital customer service capabilities. Get ready to embrace the next normal with insights to help you identify the right experience for your customers.
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Hear from Leap2Digital Co-Founder Margaret Tsuji. Leap2Digital is a digital customer service consultancy that leads with humanity and empathy. They partner with clients to create a vision for the future of their business that puts customers and employees at the centre of how they work.
They bring industry-leading digital customer service expertise to leaders who need guidance as they navigate the increasingly complex customer service space.
Leap2Digital helps you develop and execute the right digital customer service strategy accelerating your business results. They are award-winning digital customer service practitioners with 40+ years combined experience. They don’t settle for mediocrity, and they won’t let you.
From live chat and social media support to community forums, messaging and email, they help you take a leap into digital.
Liam Hickey
RBC Paralympian, Silver Medalist
2022 Beijing Paralympic Games
15:45 - 16:40 Atlantic Time
Breaking Barriers
Join us for an inspiring presentation by this year's RBC Olympian. In this session, Liam will talk about his journey and how he’s handled adversity to become successful. Learn how to stay motivated and to ensure you keep a fresh mentality while working hard.
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Liam Hickey was born in St. John’s, Newfoundland and started playing Para sport when he was 8 years old, missing the femur in his right leg. He is now one of the few dual-sport Paralympians to play for Canada, having competed in three games including 2022 in Beijing where the Team Canada men’s para-ice hockey team won a silver medal.