Laurel Buchanan
Call Center Recruiter
American Online

Biography
  Laurel Buchanan is the call center recruiter for America Online, Inc. in Utah.  In this role she is responsible for recruiting for entry level professional and administrative support positions.  Prior to accepting her current assignment, Laurel held a variety of customer relation positions with AOL, SPS and the IRS.  Laurel holds two BA’s from Weber State University.  Founded in 1985, AOL is the world’s leader in interactive services, Web brands, Internet technologies, and e-commerce services.

Presentation Title
The Battle for Customer Loyalty

Presentation Summary
 Laurel Buchanan will share her insights on how Call Centers have evolved rapidly during the 90s.  When you leave this session you will have learned how in the battle for customer loyalty the industry has had to change.  Several elements such as trend setting call centers, technology, customer expectations, labor conditions and turnover are driving this change.