Keynotes

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Dr. Robyne Hanley-Dafoe

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Dr.Ivan Joseph

Virtual Networking

Connect with leading industry suppliers in the Virtual GTACC café – Exhibitor Hall. Be ready to connect, participate in some FUN interactive activities with the sponsors and get your name on the Leader Board!

Industry breakouts throughout the day

Detailed timings will be available soon. Closing remarks and prizes!

Coming together to serve the greater community! It takes a village

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Instead of purchasing a ticket, we are requesting a minimum $50 donation per attendee to one of our two pillar charities, Daily Bread Food Bank and Cure SPG 50. You choose. All we ask for attendance to the conference is that you donate the minimum of $50 to at least one. Of course we would be thrilled if would consider donating more and/or to both but to register, the minimum donation is $50. Thank you in advance for supporting these really critical causes.

Donations can be made using the links below on their logos.

Step 1: CHOOSE your charity where you would like to make the minimum $50 donation.

Step 2: When donating, please use links below and use the email that you would like the event link sent to. ****Note: If you doing large volume donations to get event links for others, please send attendee details (name, email, cell, company) to sangeeta@gtacc.ca. Click here for the form.

Step 3: Come back to https://gtacc2020.vfairs.com/ and login with the email used to make your donation.

Step 4: Once you are logged in, Click on Auditorium and Press Click to Play. You can choose to play recordings from On Demand & Live Webinars

Thank you for donating to either CureSPG50 or Daily Bread Food Bank.

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This Virtual Conference is possible because of the generous support of our sponsors!

Meet The Speakers

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Heather Arthur

Vice President, Rogers Customer Care Operations

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Eric Scipio del Campo

Vice president Canada Contact Centres, Scotiabank

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Cathy Honor

Senior Vice President and Head Global Contact Centres, RBC

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Anu Aduvala

VP Operations, Toronto Parking Authority

speaker

David Bradshaw

Vice President Client Care at ATB Financial

speaker

Harriet Thornhill

VP, RBC Contact Centres

speaker

Sharon Stines

AVP Customer Care AIR MILES Rewards Program

speaker

Tony Porciello

Director Retail Operations/Consumer Care, Spin Master

speaker

Mike Aoki

President, Reflective Keynotes

speaker

David Tsang

Director Customer Support, WAJAX

speaker

Lisa Running

VP Client Service, CI Financial

speaker

Penny St. Antoine

SVP, MCAP

speaker

Brad Sellors

Managing Director, InfiniteKM

speaker

Martin Tracey

CEO, LANtelligence

speaker

Laurent Philonenko

CEO, Servion

speaker

Micah Peterson

VP Product Management, ProcedureFlow

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Samantha Thompson

Quality & WFM Specialist, MTD Products

speaker

Quinn Agen

VP Business Development, Omilia

speaker

David Fairweather

Registered Psychotherapist, Speaker, Trainer, Coach

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Lynda King

Director, Knowledge Management, ServiceNow

speaker

Grafton Potter

SVP, Strategic Accounts & Alliances, PCI Pal

speaker

Ian Tarrant

Director Digital Transformation, MCAP

speaker

Ivan Kovacevic

Vice President Client Services, Star Telecom

speaker

Jamie Broughton

CEO, Avenue

speaker

Jeff Doran

President, CCEOC

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Jess Barker

Director of Customer Support, FreshBooks

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Karen Smith

CRO, Uniphore

speaker

Kevin W. Hornidge

Sr. Director, Transformation and Strategic Initatives

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Kevin Krempulec

Vice President Field Operations, RingCentral Canada

speaker

Melissa Hurley

Director, Learning & People Development Global Training, Bill Gosling Outsourcing

speaker

Shai Berger

CEO, Fonolo

speaker

Afshan Kinder

Partner, SwitchGear Ltd.

speaker

Magdalena Nedelcu

Principal Solutions Architect for Amazon Connect

Agenda

GTACC 2020 – VIRTUAL SUMMIT AGENDA

8:45 – 9:00 a.m

Opening Remarks

Opening Remarks,Introduction

Event Date

9:00 – 10:00 a.m

Morning Keynote

Dr. Robyne Hanley-Dafoe
Everyday Resiliency in Times of Uncertainty

Event Date

10:00 – 10:35 a.m

Morning Break

Wellness Break / Networking/ Connecting with our Sponsors in the Virtual GTACC Café

Event Date

10:40 – 11:25 a.m

Session 1A

Join in the “fireside chat” as two leaders share their stories of how they led through crisis.

Speakers

Heather Arthur
Vice President Customer Care Operations, Rogers

Eric Scipio del Campo
Vice President Canada Contact Centres, Scotiabank

Event Date

10:40 – 11:25 a.m

Session 1B

Rising Above with Technology – Panel 1B

Speakers

Micah Peterson
VP Product Management, ProcedureFlow

Laurent Philonenko
CEO, Servion

Martin Tracey
CEO, LANtelligence

Facilitator

Ian Tarrant
Director Digital Transformation, MCAP

Event Date

10:40 – 11:25 a.m

Session 1C

Rising Above with Technology – Panel 1C

Speakers

Jess Barker
Director Customer Support, FreshBooks

Ivan Kovacevic
Vice President Client Services, Star Telecom

Samantha Thompson
Quality and WFM Specialist, MTD Products

Event Date

Facilitator

Melissa Hurley
Director, Learning & People Development Global Training, Bill Gosling Outsourcing

Event Date

11:30am – 12:15 p.m

Lunch Break

Wellness Break / Networking/ Connecting with our Sponsors in the Virtual GTACC Café

Event Date

12:20 – 1:05 p.m

Session 2A

Stories of Crisis Leadership during COVID-19 – Panel Discussion – Followed by Q&A

Three Service Leaders from small to medium sized companies will share stories of the challenges they faced and overcame during the early days of the pandemic. Each story is different and yet common themes emerged. They will share how they handled high volumes in imaginative ways, dealt with internal COVID concerns, and built trust within their teams and across their organizations.

As they continued to lead, their primary function of Service, they found new ways to deliver service to customers creatively and compassionately to meet the needs of their team members.

Speakers

Penny St. Antoine
SVP Residential Servicing, MCAP

Lisa Running
VP Client Service, CI Investments Inc.

David Tsang
Director Customer Support, WAJAX

Event Date

12:20 – 1:05 p.m

Session 2B

Diversity and Inclusion: Where do we go from here? – Followed by Q&A

You will walk away with takeaways on what you can do in your workplace to move forward. Be prepared to leave the session motivated and energized and ready to make a difference in your own life and that of others.

As they continued to lead, their primary function of Service, they found new ways to deliver service to customers creatively and compassionately to meet the needs of their team members.

Speakers

Harriet Thornhill
VP, RBC Contact Centres

David Bradshaw
VP Client Care, ATB Financial

Anu Aduvala
VP Operations, Toronto Parking Authority

Event Date

12:20 – 1:05 p.m

Session 2C

Rising Above with Technology – Panel 2C

Speakers

Brad Sellors
Managing Director, InfiniteKM

Karen Smith
CRO, Uniphore

Grafton Potter
SVP, Strategic Accounts & Alliances, PCI Pal

Lynda King
Director, Knowledge Management, ServiceNow

Facilitator

Jeff Doran
President, CCEOC

Event Date

1:10 – 1:55 p.m

Session 3A

How to keep WFH Team Members Balanced and Engaged? – Followed by Q&A

Learn how toy manufacturer, Spin Master, transferred its office culture of fun, high energy and customer focus to a WFH environment. Hear how Air Miles leveraged technology and good old fashioned curiosity to engage WFH team members. Find out what you can do to inspire and support your WFH team to be their best!

Speakers

Sharon Stines
AVP Customer Care, AIR MILES Reward Program

Tony Porciello
Director Retail Operations/Global Consumer Care, Spin Master

Mike Aoki
President, Reflective Keynotes

Event Date

1:10- 1:55 p.m

Session 3B

Creating Trust and Psychological Safety in Remote Work

There’s no question people-leaders are facing new challenges in managing their teams through these unpredictable times. In this session, we will reveal the latest research on the shift to remote work and the key leadership attributes that directly influence engagement and the employee experience. Now, more than ever, is the time to build trust, get connected, and cultivate collaboration with and amongst teams – but how do we do it from a distance? Join us as we discuss the role of leadership in uncertain times and walk away with new insights into managing your remote teams

Speakers

Jamie Broughton
CEO, Avenue

Cathy Honor
Senior Vice President and Head Global Contact Centres, RBC

Event Date

1:10- 1:55 p.m

Session 3C

Rising Above with Technology – Panel 3C

Speakers

Kevin Krempulec
Vice President – Canada, RingCentral

Shai Berger
CEO, Fonolo

Quinn Agen
Vice President, Omilia

Facilitator

Kevin Hornidge
Sr. Director Transformation, RBC

Event Date

1:10- 1:55 p.m

Session 3D

Product Demo – AWS

Magdalena Nedelcu
Principal Solutions Architect, Amazon Connect

Event Date

2:00 – 2:30 p.m

Afternoon Break

Wellness Break / Networking/ Connecting with our Sponsors in the Virtual GTACC Café

Event Date

2:35 – 3:35 p.m

Afternoon Keynote

Dr. Ivan Joseph
Fueling Success Through Inclusivity and Diversity

Event Date

3:35 – 3:55 p.m

Closing

Wrap-up & Closing Remarks
4:00 – 5:00 p.m

Social Hour Invitation

Social Hour – Hosted by RingCentral
Grab Your Favourite Beverage, Turn on Your Cameras, Celebrate & Connect with the Community!

A Glance At The Past

We are working to bring you the same energy in this new Virtual format!
Check out last year’s event!

Contact Us

Delegate and Sponsor Inquiries: Sangeeta Bhatnagar
sangeeta@gtacc.ca
416-564-0399