Conference Presentations Available for Downloading

Privacy Matters!
Paula L. Mango, CLU, FLMI, ALHC, ACS, CIPP
Asst. Vice President and Privacy Officer, Jefferson Pilot Financial, Customer Service


Creating a Service Culture at UnumProvident
Ann Hibbard, Vice President, Market Development & Communications, UnumProvident
Thomas Thompson, Senior Vice President, Client Services, UnumProvident 


Avoiding Common Pitfalls in Call Center Quality Assurance
Tom Vander Well, Vice President, c wenger group


Virtual Service Center and Electronic Statement Delivery
Dr. Sundeep Dronawat, FLMI, FFSI, ACS, AAPA, Vice President E-Commerce, Western Southern Financial
Michael Bruning, AVP, Client Management, Jefferson-Pilot Financial 


Staffing Models -- Dynamic Work Management Practices
Vivian Myers, Assistant Vice President, New York Life Insurance Co.
William Tate, Corporate Vice President, New York Life Insurance Co. 
Ed Fenwick, Nolan Vice President, Robert E. Nolan Company, Inc.


Know Your Customer: Not Just a Good Idea, It is the Law
Cleve Shultz, Vice President, Penley, Inc.


The Truth About Outsourcing
Keith F. Johnson, BPO Lead for North America, Accenture


Why Customers Hate IVR...and How to Make Them Love Yours!
Rex A. Stringham, President, Enterprise Integration Group


Web Collaboration with Real-Time Data Mining
Marty Dow, Chief Architect of Sales Systems, GEICO Internet Business Unit
Allan Hess, Client Success Officer, Proficient Systems


Technology in Customer Service: The Winner's Checklist
Craig Weber, Senior Analyst, Celent Communications


Developing an Effective Customer Management Strategy
Cynthia Saccocia, Research Director, Insurance, Tower Group

For More Information
Call 770-984-6446
E-mail insops@loma.org 

LOMA Conferences