Joe Bannon Speaks at Call Center Success Summit 2011 Consumer Services Program Director at AutoTrader.com Joe Bannon is a 30 year veteran of the advertising and media industry who has recently turned his attention and talents to the customer service industry in his role as Consumer Services Program Director at AutoTrader.com Joe’s career has allowed him to work in all major traditional media—and eventually onto the Internet at companies like Monster and AutoTrader.com. Previous employers include Procter & Gamble, Monster, J Walter Thompson, The Atlanta Journal and Cox Enterprises. While at Monster and JWT, Joe consulted with call center executives at Wells Fargo, BellSouth, Microsoft, Capital One and many others, helping them with recruiting and hiring practices, branding and employment advertising. Joe was born in Missouri and grew up as an Air Force brat, moving around frequently until settling in Florida. He graduated from the University of Florida where he earned a B.S. in Advertising and as well as an MBA from the University of West Florida. Speaking on: Who Are You Serving – Aligning Contact Center Operations with Customer Demands  Muddled by so many “best practices,” performance metrics and cost discussions, the development of a contact center operations strategy often misses the most important question—how does the customer service delivered align with the expectations of the audience? The benefits of generic workflow management strategies pale in comparison to the costs of losing the connection to the audience, and in attempting to create positive CRM opportunity from your contact centers, you must strengthen the alignment between your organization and its buyers. From setting the cultural tone in your insourced and outsourced call centers to selecting the most efficient media for conversation to re-tooling response rate and quality of care benchmarks, establish best practices that yield success in your organization.