Jonathan Whitaker is an Assistant Professor of Management in the Robins School of Business at the University of Richmond ( Virginia , USA ). His primary research focus is business process outsourcing and off shoring. He earned a PhD from the University of Michigan , an MBA from the University of Chicago , and a BA from the University of Southern California . He is also a member of the American Institute of Certified Public Accountants (AICPA). Prior to his academic career, Jonathan worked 10 years in consulting and professional services with A.T. Kearney and Price Waterhouse, where his clients included ABB, Bank of America, Cargill, DuPont and General Motors.

LaVeta has had operational responsibility for the frontline Technical Assistance Center , Corporate Operators in US and UK , and the cross functional frontline team – The Customer Interaction Network. Today, as Director of Contact Center Strategies, she works with customers to define future business models, driving global call center strategies, and has been selected as a ‘thought leader' in the industry. She has championed the implementation of global call routings, globally shared phone queues, and global web/phone access. She has led Cisco in leveraging the latest call center technology to increase productivity and customer satisfaction while reducing overall workload and leveraging the internet.

Axel Baran has 12 years of telecommunication industry experience around Contact Centers and Unified Communications in companies such as Avaya and Nortel Networks. He evolved in various roles such as product management, product marketing and channel marketing, through North America, Latin America and EMEA.

Cássio Caldas is Planning Senior Manager of Telesales and Collecting Operations at Contax, Brazilian outsourcer with national impact, present in 7 states with around 100 active and receptive operations. He is a specialist in Outbound and Inbound Planning for Contact Centres, with a profound knowledge of automatic diallers. Cássio is also a developer of scientific works based on mathematical concepts, statistics and data mining, searching for the growth of results with a lower operational cost.

Eliav manages a team of professional IT experts implementing various technologies in the Orange contact center. Eliav was a key player in the implementation of NICE analytics solution in Orange . Eliav has more than 6 years of experience in the contact center market. Eliav holds Bs.C in computer sciences.

He is a Professor at the Portuguese Catholic University and in the Military Academy , lecturing Intelligence, Knowledge Management, Information Management, Corporate Strategy and IT Management and Consultancy. He has been working with NATO as a Scientific Adviser for Electronic War and he is Vice-President for the Portuguese AFCEA - Armed Forces Communications and Electronics Association.

Former student of Charles Lepierre French High School and with MBAs from ESSEC, France , and University of Chicago , he joined Arthur Andersen Management in 1992, changed to the European Customer Care Management in Alcatel Business Systems in 1998, and in 2000 he founds ACTIVE BRAIN. He is a very highly credentialed coach.