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17th Annual

November 7-8, 2007

Mike Kennedy, President & CEO, BCC Consulting
Delivering World Class Customer Service

Mike Kennedy has nearly 25 years of management and operational experience in the contact center industry. He has worked as a teleservices, call center, and customer experience consultant at Customer Interface Strategies, Digitas, Wasatch Solutions Group, and now at his own firm, BCC Consulting.  Mike also spent several years with Convergys Corporation as an operations director in Salt Lake City, overseeing several high-profile accounts.  Other previous experiences include holding several senior-level contact center and operations management positions at L.A. Cellular (now Cingular Wireless); Lockheed Information Management Systems; and HealthRider, Inc., where he pioneered a number of innovative customer contact initiatives.  Mike graduated Cum Laude from Loyola Marymount University in Los Angeles with a BA in communications and is certified in performance benchmarking by Benchmark Portal and Purdue University’s College of Call Center Excellence.

Partners in Business Home Page Jon M. Huntsman School of Business