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11th Annual Call Center Week


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The 11th Annual Call Center Week is the fastest growing call center event in the world! This event designed to help companies create a customer-centric culture that inspires excellence and grows the …

The 11th Annual Call Center Week is the fastest growing call center event in the world! This event designed to help companies create a customer-centric culture that inspires excellence and grows the top line. Attend Call Center Week and find out how to efficiently create a customer experience that produces engaged employees, drive performance improvement, leverage tools and social media for enhancing agent and customer satisfaction and prepare your organization for Voice of the Customer initiatives. Our practitioner speakers will share practical, measurable success stories needed to enhance business results.

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  • 1. IQPC is proud to feature a BRAND NEW speaker faculty! Learn from Leading Innovators: New speakers, new topics and new take-home strategies! Zappos ’10 Fortune 100 Best Companies to Work for Sun Life Financial ’09 SQM World Class Certified Supervisor of the Year CUNA Mutual Group InfoWorld 100 Awards CIO 100 Award Hyundai Motor America ’09 BusinessWeek Best Global Brands AT&T June 14-18, 2010 Creating a Customer-Centric Culture that ’09 Fortune – World’s Most Admired Companies; Fortune 100 Caesars Palace, Las Vegas, NV Inspires Excellence and Grows the Top Line AEGON Direct Marketing Services ’10 Corporate Advisor Awards – Best Group Pensions Provider Featuring 35+ End-User Speakers from Diverse Industries, Including: The Heritage Company ATA Outstanding Philanthropic Award Brian Mullaney Melissa O'Keefe Scott Long Chase Student Loans Best Place for Women to Work Senior Vice President of Contact Director, Customer Service Senior Program Manager of Global Center Operations Netflix Consumer Support ’08 Laureate Computer World Honors Program The SCOOTER Store #1 Retail Website, ForeSee Microsoft CitationAir ’10 Fortune 100 Best Companies Results Majority Owned and Controlled by Cessna to Work for; ’09 Inc 500 Darrell Robertson Aircraft, a Textron, Inc Co. – Fortune 500 Frank Eliason Vice President Cbeyond New York Life ’09 Forbes Fastest Growing Tech Companies Steve Kaay Senior Director of National MyPublisher Vice President of Call Center Customer Operations Fortune '09 World's Most Admired Applicant 2010 Call Center Excellence Awards Operations Comcast Companies Bluegreen US Auto Parts ‘09 Fortune – World’s Most '08 Best Place to Work Finalist, South Florida ’09 Information Management’s Admired Companies Gordon Pullan Business Journal Innovation Solution Award Assistant Vice President, Participant Bendbroadband Information Center Top 10 Systems in the Nation Tish Whitcraft SWBC Richard Cox SVP of Customer Care MassMutual Financial Services #1 Fast Track Company in San Antonio in the Vice President Customer MySpace ’09 IQPC Call Center Excellence 'Over $100 Million/Under $500 Million' Category Experience Award Winner (San Antonio Business Journal) Orbitz Worldwide Ken Fisher Novo Nordisk ’10 Fortune 100 Best Companies to Work for 2008 Extra Mile Award VP Customer Care Olivette Whipple Lennox International CVS Caremark Vice President ’09 NA Green Innovation and Leadership of the Year Karen Vaughn ‘09 Fortune – World’s Most IBM VP Vendor Management Admired Companies ’10 Corporate Citizenship Guthy-Renker LLC Plus, Featuring Industry “Gurus!” 2010 SOCAP Board of Directors Graziadio School of Business and Management, Pepperdine University American Teleservices Association The Outsourcing Institute Sponsors: Site Tours Include: EPpy Award Winner - Best Internet Shopping Experience Visit us at or call 1-800-882-8684 2010 Fortune - #15 on The 100 Best Companies to Work for
  • 2. Who Should Attend: VPs, Directors and Managers of: • Call Centers • Contact Centers • Operations • Customer Affairs • Consumer Relations • Customer Service Dear Executive: • Process Management • Customer Experience Last year was a tough year. Our them • Employee Development & Training e for Call Center Week 2009 was actu made it to 2010, we can take a look ally “Turn Adversity into Advantage.” back at some positive results. We: Now that we • Sales & Marketing • Improved our process to gain efficienc ies and become more productive • Telemarketing • Enhanced the customer experience • Business Analysts • Boosted the morale and engagement of our reps And any customer-focused executive There is always light at the end of tunnel. In 2010, smart companies customer experience. ARE YOU? are now looking to grow the top line Here’s a snapshot of who by enhancing the How is it possible that US Auto Part attended last year’s event: s realized a 500% increase on NAS advocate customer base to increase DAQ in 2009 no less? How can Netf Industry both share and cross selling? It’s all lix leverage its 90%+ ■ 3% Credit & between a great customer experienc about the customer experience….Ther e and both the top-line and the bott e is a direct link Collections om-line. ■ 3% IT A recent J.D. Powers five-year stud ■ 3% Education y revealed organizations which impr while those organizations whose serv oved customer service increased shar ■ 3% Travel/Hospitality ice declined lost 28% of their value. eholder value by 52%, customers in most markets DO NOT TARP Worldwide research indicates ■ 2% Government buy primarily based on price; they that 2/3 of buy on convenience, service and wor ■ 2% ISP d of mouth. ■ 2% Cable & Internet IQPC is pleased to present our 11th Annual Call Center Week - the faste ■ 2% Information unique because a large number of st growing call center event in the practitioner speakers and senior-level world! This event is ■ 12% Health ■ 2% Police what it takes to achieve world-class call center professionals will provide call center status. We have a COM real-world insight on ■ 11% Call Center ■ 2% Marketing measurable successes as well as lesso PLETELY NEW SPEAKER FACULTY who ns on what didn’t work! Attend Call will relate practical, ■ 7% Telecommunications Services • Efficiently create a customer experienc Center Week and find out how to: ■ 7% Insurance ■ 2% Machinery Mfg e that produces growth, engaged • Drive performance improvement and employees and positive word of mou ■ 6% Drug Stores ■ 1% Gambling/Casinos leverage tools/technology for enhancin th • Prepare your organization to become g both the agent and the customer ■ 5% Energy/Utilities ■ 1% Publishing the focal point for the Voice of the satisfaction level ■ 1% Postal experience and earns a seat at the Customer that proactively manages ■ 5% Retailer table with the CFO and CMO the customer ■ 5% Financial Servies ■ 1% Transportation ■ 4% Pharmaceutical ■ 1% R&D At this year’s event, you’ll see a rene wed focus on employee hiring, deve ■ 3% Software Publishers ■ 1% Legal satisfaction. Companies will demonst lopment and engagement and how rate best practices for creating a cultu it links to customer ■ 3% Other after story of companies that have re that inspires world-class excellenc been excelling and growing, even e. We’ll hear story Attend the 11th Annual Call Center in the existing adverse market. Week and gain the insight and know Job Function: business results in a social media wor ledge needed to enhance the custome ld. r experience and ■ 6% Sales Get ready for a week of learning, netw ■ orking and strategizing. I look forw 6% HR ard to seeing you in Vegas! ■ 5% Business Strategy Sincerely, /Development ■ 5% Quality Assurance /Operations/Logistics P.S. Don’t miss the site tours ■ 5% IT/Technology ■ 4% Telecom to award-winning companies – ■ 16% Call Center ■ 3% Finance ■ 14% Customer ■ 3% Engineer Lisa Schulman and Service/Client Services ■ 13% Management: ■ 2% Legal Executive Producer and Sector Lead MD/VP/Director/CEO ■ 2% Media er ■ 2% Education Customer Management IQ, a Divi ■ 12% Marketing sion of IQPC ■ 2% Consultants /Advertising 2 Visit us at or call 1-800-882-8684 Sponsors:
  • 3. Turn Lemons into Lemonade! Many of our innovative speakers not only survived the economic crisis but actually thrived by focusing on enhancing the customer experience. Find out how US Auto Parts had a remarkable 500% increase on NASDAQ! Discover how Cbeyond realized a 20% year over year growth! The 2010 Call Center Excellence Awards honor, recognize, and Hear the “Cinderella story” of Bluegreen doubling its revenues! Realize promote the most innovative call center solutions and individuals lessons learned from a downturn economy! over the past year. With Awards given in five categories, the Call Center Excellence Awards are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions. Why Should I Attend? Join us during the Awards Luncheon on Wednesday, June 16th as Call center executives are still expected to reduce operating costs WHILE making their call centers more winners are recognized for their unique achievements. Don’t miss efficient and productive than ever before. There is renewed focus on employee engagement and how it your opportunity to meet with current and future leaders in call links with customer satisfaction. In order to achieve our lofty goals, changes must be made to people, centers. processes and technology. But, how do we accomplish all of this seamlessly across touch points? Award winners will receive a beautiful customized award and have the opportunity to present during a conference panel session. They IQPC is pleased to present our 11th Annual Call Center Week event. The Call Center Week is the fastest will garner world wide recognition through post event press releases growing call center event in the world! What makes this event unique is the large number of and in industry publications. practitioner speakers. Senior level call center professionals provide real world insight on what it takes to achieve world-class call center status. Apply online at Applications are due May 8, 2010 with finalists announced on May 28, 2010. Board the Bus! Don't Miss Our Site Tours! Site tours are a great opportunity to visit a leading company and find out what makes their company so successful. Get an inside look at their customer-focused culture, technology and leadership philosophies. Bus trips to and from the tours, as well as the tours themselves, offer a great Why Apply for a Call Center Excellence Award: networking opportunity. We encourage delegates to take advantage of this • Be recognized in front of hundreds of your call center peers unique opportunity and see “call centers in action!” Site tours include: a • Add to your professional development with an industry recognized presentation, a walk around tour of the facilities, the opportunity to meet accolade call center agents, and an interactive question & answer period. • Be featured in post-event press including press releases and media publications • Share your expertise during the Award Winners Discussion Panel on Thursday, June 17, 2010 The 2010 Categories Include: Introducing Our Distinguished Brand • Best-in-Class Call Center (over 200 staff) • Best-in-Class Call Center (under 200 staff) New Speaker Faculty! • The Call Center Leader of the Year For biographies, awards and more information on • Best Performance Leveraging Customer Feedback – NEW FOR 2010! all the speakers, visit • Best Technology Solutions Provider – NEW FOR VENDORS! • First-Class Job Leveraging Technology For Efficiency and Automation • Greatest Job Creating a Culture that Inspires World-Class Excellence – NEW FOR 2010! • Best Outsourced Provider – NEW FOR VENDORS! 3
  • 4. Pre-Conference Master Classes DAY1 Monday, June 14, 2010 1:00-6:00 (Registration at 12:30) Choose A or B A Metrics and Processes: Identifying and Implementing the Right Indicators and Process Updates to Lead your Call Center to Prosperity In this workshop you will be taken from benchmarking and basic indicators to examining clearly defining the metrics that matter in unique and innovative ways to combine metrics and processes to drive tangible benefits. your contact center and who they will Features a "Price is Right" matter to. Mr. Flores will also share his Style Game! WHAT WILL BE COVERED experience in identifying key audiences for Mr. Flores will feature the ‘old guard’ indicators as well as present the evolution of new and the various indicators. Essential take-a-ways include: significant metrics that, coupled with process mapping will enable you to have an accurate • Combining metrics to see a complete picture ‘pulse’ of your contact center and yield significant improvements. These points will include: • Identifying uncommon audiences of your indicators • Service Level: Identifying and Meeting your Goals • Process mapping to identify quick benefits • Process Mapping and Documentation • Tips on implementation • Performance Reporting • Departmental Impacts Darryl Flores, Workforce & Contact Center Professional Service Manager, SWBC • Meaningful Dashboards • …and many more Named one of the Top 10 "Best Places to Work" by the San Antonio Business Journal (# 8) #1 Fast Track Company in San Antonio in the 'Over $100 Million/Under $500 Million' WHAT YOU WILL LEARN Category by the San Antonio Business Journal Play a “Price is Right” style game and participate in group activities that will assist you in OR B Understanding the Mathematics of Call Center Operations WHAT WILL BE COVERED will understand the value of training call Check out our website The objective of this class is to present the mathematics of call center operations in a way that center reps and how to measure its value. for rave call center executives will understand how to eliminate the “Keystone Kop” syndrome. In order You will also be able to examine whether or to understand how to manage call center queues, it is necessary to understand how queues not you should train reps to be specialists or reviews of Dr. Bleuel’s previous work. The class will cover the: generalists. Finally, you will understand how speaking engagements • Key elements of call center systems to plan your workforce to become more • Factors that will most impact the manpower requirements responsive to the changes in call volume during each shift. • Difference between strategic and tactical forecasts • The five key measures necessary to understand call center operations • Forecast techniques of most software programs • Why we need to develop special measures to improve forecasts • The key statistics of call center queues WHAT YOU WILL LEARN • The non-linear nature of call center queues We will examine the structure of all queuing systems. From the knowledge of the structure of • Why training is so very important queues you will uncover the secrets on how to utilize your workforce more effectively. You will examine how technology affects your workforce and the performance of the call center. You Dr. Bill Bleuel, Professor of Decision Science, Graziadio School of Business and Management, Pepperdine University of the great benefits is that this conference brings together all aspects of call center management under one roof in a short time span. It allows you to connect the dots between each department's responsibilities and allows us all to hear such diverse perspectives. It allows us to see gaps in a lot of our departments by comparing all the different aspects that we need to know about. - Mark Verna, Manager of Customer Satisfaction Loyalty, Sprint Nextel 4 Visit us at or call 1-800-882-8684 Sponsors:
  • 5. Pre-Conference Workshops and Site Tour DAY2 Tuesday, June 15, 2010 8:00-11:00 (Registration at 7:30) Choose C or D C Cost Effective Business Process Management (BPM) Strategies to Improve Efficiency and Elevate the Customer Experience WHAT WILL BE COVERED • A Major Hardware and Services Company reduced the time needed to prepare sales In this interactive workshop, you will walk away with methods to identify business process that opportunity data from 15 minutes to 4 minutes negatively impact productivity and the customer experience and a ‘top 10’ list of BPM solutions • A Fortune 500 Insurance Company reduced training time from 6 to 4 weeks to address them. WHAT YOU WILL LEARN Attend this workshop and find out how to: This session, will provide the following benefits: • Follow practical steps to streamline processes and optimize the customer experience • Guide to methods of identifying the key processes used during each customer interaction • Implement strategies to help you achieve more with less • Examples of some of “the little things” that can add up to big customer wins • Take advantage of the resources you already have in place • A collaborated “Top 10 List” of action items to take back to your service center to focus on productivity and elevating the customer experience using existing resources Plus, this session will include actual case study examples, including: • A Major Call Center Outsourcer reduced Average Handle Time (AHT) by approximately Neil Crane, Director of Product Strategy, Cicero, Inc. 10 percent resulting in savings of one million dollars per year OR D First Call Resolution Doesn’t Cut it. First Contact Resolution is the Key WHAT WILL BE COVERED WHAT YOU WILL LEARN • Find out how to effectively use feedback as a catalyst for affirmative change Learn how leading organizations are leveraging the voice of the customer (VOC) to drive first • What components should you look for in an effective feedback system contact resolution, performance, and profitability. Today’s customers have a variety of • Tactical applications of VoC data for each customer touch point preferences and expectations that make managing the customer experience more complex than ever. Adding to the complexity of expectations is the increased touch points that customer’s interact with an organization, especially in the contact center. A company’s ability to Erich C. Dietz, Sales Director, Mindshare Technologies, Inc. analyze these interactions can enable them to provide optimal experiences at every touch point. 11:15-2:15 (Registration at 11:00 - Lunch included) Choose E or F E Harnessing the Consumer Revolution: 8 Steps to Great Customer Experiences WHAT WILL BE COVERED WHAT YOU WILL LEARN Organizations interacting with today’s consumer are facing a rare combination of This workshop will focus on the eight steps you an take today towards achieving a fully circumstances: sky-high expectations, unlimited options and the sweeping consumer optimized customer experience. empowerment driven by the social web. Mr. Hull will share the following information with you: Delivering superior experiences throughout the customer lifecycle is the critical factor for driving • Explore the three experiences that matter most – web, social and contact center experiences sustainable competitive advantage, customer loyalty and ultimately revenue. The question is: • Learn about the eight step best practice methodology that allows you to systematically take how precisely do you drive those experiences especially in light of consumer engagement in the steps toward improving your customer experience and reducing your operating costs social web? In this discussion we will explore the three experiences that matter most when • A quantitative scorecard for diagnosing your contact center delivering an exceptional customer experience and the eight step best practice methodology to achieve those experiences. Andrew Hull, Director Product Marketing, RightNow Technologies OR F VEGAS.COM SITE TOUR When planning your trip to Las Vegas, chances are you used some of Rob Cate, Director,’s services. Did you know that is the single largest city EPpy Award Winner - Best Internet Shopping Experience destination website in the world; handling more than 3 million interactions a month? Did you also know that they have increased their revenue by 347% with virtually 0% agent turnover rate? Impossible? Not if you’re Learn more by visiting this innovative, dynamic, award-winning contact center! 5
  • 6. 2:30-5:30 (Registration at 2:15) Choose G or H G Contact Center Communications-As-A-Service (CaaS) Deployment WHAT WILL BE COVERED • Determining where you will buy from This session will address how to leverage CaaS Deployment with low/no upfront costs, reduced - Start-up call center CaaS vendors IT requirements, and shorter implementation times. What are the analysts saying about this - Carriers (SIP and Traditional) innovation? According to Gartner 2/09, “The number of CaaS agent positions will grow from - Premise based contact center vendors 107k in 2008 to 331k in 2013.” In March 2008, the Yankee Group reported “Given today’s - Traditional ASPS tight economic environment and these potential savings the hosted or on demand call center • Five key questions for prospective vendors solutions must be considered when an SME is considering implementing or revamping a • What can you expect to pay? customer interaction software application. “ • Case studies of implementation approaches will help you decide whether CaaS is a good fit for your call center WHAT YOU WILL LEARN • Understanding the key CaaS benefits: Five key questions for prospective vendors - Shorter implementation time - Minimize capital expenditures What can you expect to pay? - Minimize operating expenses - Less technical IT expertise required Case studies of implementation approaches will help you decide whether CaaS is a good fit for - Easier to deal with seasonal demands your call center. - In some cases – a lower Total Cost of Ownership (TCO) - Flexible deployment models Debbie Thornburg, Manager, HNS Business Development, Interactive Intelligence - CaaS to Purchase options OR H Finding, Keeping and Developing the Best! Faced with the challenges of today’s industry – better service, higher results, lower cost and WHAT YOU WILL LEARN slashed budgets – how does one create solutions and achieve the desired picture? It’s like trying to • A clear process to help identify the true team culture - barriers to success and keys to taking it put together a puzzle when you are sure there are pieces missing! This workshop is designed to to the next level help you find the pieces you have and create the pieces you don’t. Learn how to find and develop • Methods and ideas to utilize the outstanding traits of the team and ensure the challenging the talent and resources you need to be successful. This interactive workshop is full of ideas, best ones are not getting in the way practices from all over our industry and actual tools and training that you can take back into your • Tools and techniques for recruiting talent at every level of the organization. • Ideas to leverage the talent you currently have in order to drive improvement into the results center to help make your picture of success complete. and throughout the organization WHAT WILL BE COVERED • If the team is only as good as your weakest member - then how do you find the best? Linda Chando, Vice President, Call Center Services & Customer Care, Cyber City • How do you keep them? Teleservices • How can you develop the people you have to be the best? I love Call Center Week because the conference definitely allows us to understand the innovation that is going on in the business; the technology that is emerging and how we can apply it to drive our customer satisfaction higher. - Larry Willis, Director Sales Operations and Customer Service, Black & Decker 6 Visit us at or call 1-800-882-8684 Sponsors:
  • 7. Main Conference Sessions DAY3 Wednesday, June 16, 2010 7:15 Registration and Coffee 11:20 Peer to Peer Roundtables – Back by Popular Demand! These popular peer to peer roundtable sessions are designed to take advantage of the talent 8:00 Chairperson’s Opening Remarks in the room and provide an open forum to discuss challenges/solutions. The roundtables are an excellent way to develop future networking contacts and they are led by experienced 8:15 KEYNOTE: Mastering Performance through the Company Culture practitioners from diverse industries. DON’T FORGET TO BRING YOUR BUSINESS CARDS! The SCOOTER store, America’s leading supplier of scooters and power chairs for people with The 3 C’s of Revenue Creation: Conversion, Customer Lifetime Value and Cross Sell limited mobility, employs over 2600 people and has both inbound and outbound call center Learn how you can use real-time analytics and scoring to get more revenue out of your existing operations. The Scooter Store has been honored in Fortune Magazine as one of the “100 call flow. In this discussion, filled with practical tips and real-life examples, find out how to: Best Companies to Work for” in large part to the culture the company built. Find out how • Instantly identify hot prospects and jump them up the queue engaged employees, clearly focused on owning the customer experience, and fulfilling the • Route callers to the most appropriate agents to drive conversion and order value company mission helped catapult the company to the Inc. Magazine’s list of fastest growing • Customize offers, messages and cross sell promotions to individual callers companies in America for five consecutive years. • Improve resource allocation to optimize conversion rates • Taking advantage of CEO support and involvement in “drilling down” your mission • Getting people “wrapped around” your mission Paul McConville • Leveraging principles from “Mastering the Rockefeller Habits” by developing “rocks,” Vice President TARGUSinfo building off quarterly themes that directly impact the performance result • Designing innovative and low cost reward and recognition programs Dorean Kass Director Brian Mullaney TARGUSinfo Senior Vice President of Contact Center Operations The SCOOTER Store Employee Documentation for Reviews, Counseling, Warnings and Termination • Smoothing the annual review process • Dealing with problematic employees 9:00 KEYNOTE: Lessons Learned from Consumer Purchases in Hope for Economy • Reviewing company procedures for documenting difficult employee sitations a Downturned Economy Good things are happening in the economy. Industries are rebounding, profits are recovering Kimberly Warrick and these are all positive indicators for the future. Discover how US Auto Parts had a 500% Client Service Center Manager A 4 time delegate of the IQPC increase on NASDAQ skyrocketing from $1/share in January 2009 to $6/share in January NJ Shares Call Center Week Vegas event 2010 – all in a poor economic climate. Higher customer touch directly translated into higher Embracing Empowerment sales and higher loyalty. • New ways to engage employees and remove personal growth inhibitors • Understanding how customers spend money and make choices • Revamping quality programs with a 2 tier enhanced quality scorecard • Creating value added services to your customers’ purchase • Developing customer loyalty programs to compete on service Darryl Flores Learn strategies for competing on customer experience instead of on price – even if you are Workforce and Contact Center Manager in a commoditized market! SWBC Steve Kaay How Social Media and Information Ubiquity are Transforming Customer-Centric Vice President of Call Center Operations Organizations • Where are call centers heading and what can we do now to get prepared for changes and US Auto Parts facilitate our continued success? • How can high performing organizations align their existing strategy to what customers are saying? 9:45 Morning Networking Break and Vendor Showcase • How is social media transforming customer experience and the modern call center? 10:30 KEYNOTE: Using VOC to Transform Service Culture Jeff Johnson Every corporation is interested in strategies for improving the customer experience as a VP Americas means of increasing customer retention and driving customer loyalty. However, day to day ATTENSITY customer interactions are often overlooked and can impact retention and loyalty. In this Catherine H van Zuylen enlightening keynote, learn strategies for identifying customer data points, creating a VP Product Marketing continuous improvement culture and engaging your reps. ATTENSITY • How to methodically identify VOC touch points • Leveraging VOC data points to drive specific culture change initiatives Overcoming the Pitfalls of Technology Integration • Closing the gap between what you’re looking for with technology, what you’re missing and • Incorporating customer feedback into day-to-day activities • Identifying specific actions that will quickly engage reps and continuously improve behavior what you’re actually getting + emerging customer experience technologies • Get the greatest return from your technology investment Find out how the VOC efforts at Orbitz Worldwide have lead to a 25+% boost in customer • Reexamining your current technology to take full advantage of the applications satisfaction scores and a 20% improvement in First Call Resolution • Leveraging vendor expertise for initial implementation and ongoing training/ support Richard Cox Vice President Customer Experience 12:10 Call Center Excellence Awards Luncheon Orbitz Worldwide Join us during the gala awards luncheon as winners are recognized for their unique achievements. 7
  • 8. Concurrent sessions begin. Choose Track A, B or C Track B: Tools and Technology for Efficiency and Automation Track C: Performance Measurement, Strategy, Process Improvement and VOC Track A: Talent Management and Employee Engagement Chairperson: Barry Maners, Managing Director, The Fraser Group Chairperson: Michelle Craft, VP Marketing, CallMiner 1:45 What's the Future of Labor in Call Centers? Maintaining Efficient Business Operations Leveraging Lean Six Sigma to Set Performance Someone, somewhere must answer the phone and offer your NCO’s client case study will focus on how to improve your Standards and Improve the Customer Experience customers timely and accurate information. But labor sources are efficiency and productivity by discovering strategies to plan your In an effort to streamline work and reduce waste, MassMutual more complex than ever. As you fill critical agent roles, labor options business utilizing proven processes and tools. Hear about Financial Services has embarked on 2 Lean Six Sigma Projects. are shifting beyond the traditional in-house seat to the popular at- software tools that can deliver successful results, including our Find out how the company is holding employees accountable home agent model, self-service technologies (no agents at all!), and Why Customers Call model, Insite Reporting capabilities, and to high standards and giving them the opportunity to excel. various combinations of off-shore & domestic live operators. Systems Integrator technology. Find out how to structure your • Lean 6 Sigma for Average Handle Time – Discover how • What are the key drivers for selecting the labor mix that will staff with flexibility, involve them in their own success, and align handle time went from 560 seconds to a sustained 440 best support consistent business results? employee development with your strategic company goals. seconds, with improved quality scores • How do you implement call routing and/or cloud routing to get The presentation will focus on these key points: • Lean 6 Sigma Black Belt on 1st Contact Resolution the right customer to the right agent in a captive or • Tools that can be utilized to identify and solve efficiency • “The Year of the Customer Service Rep” initiative – career outsourced environment opportunities with involvement of the employees pathing and providing additional incentives for employee Our panelists will explore the impact of call center labor options, • Processes that have effectively streamlined business loyalty discuss trends that will likely evolve based on future labor operations and enhanced resource proficiency • Find out how to set high standards and hold onto top choices, and anticipate some of the outcomes. performers as the market rebounds and job opportunities Vania Lively open up. Moderator: Vice President – Business Development Tim Searcy NCO Customer Management Gordon Pullan CEO Assistant Vice President, Participant Maureen Triolo American Teleservices Association Information Center Director, Outsourcing MassMutual Financial Services Panelists: AT&T Karen Vaughn VP Vendor Management Guthy-Renker LLC Michael Eubanks General Counsel & Senior Vice President AEGON Direct Marketing Services 2:35 Inspire Employee Happiness and Engagement to Improving Call Center Performance through Digital Harnessing the Consumer Revolution: 8 Steps to Wow your Customers Signage Great Customer Experiences, a leader in online apparel and footwear sales, was This panel will address how communication of real-time data along Organizations interacting with today’s consumer are facing a named to FORTUNE Magazine’s Annual “100 Best Companies with other multi-media content can improve agent productivity (in- rare combination of circumstances: sky-high expectations, to Work For” list, ranking #15 on the 2010 list. In this session, house & home-based), agent morale, and customer service. unlimited options and the sweeping consumer empowerment you’ll find out how company culture continues to fuel its success • Provide visibility to key metrics in various areas of your driven by the social web. and growth to annual sales of one billion dollars. business to drive productivity and improve service Delivering superior experiences throughout the customer • Changing the mindset to • Use existing technologies to do more, improve communication lifecycle is the critical factor for driving sustainable competitive empower agents while with your agents, and drive improvement with better feedback advantage, customer loyalty, and ultimately revenue. The removing fear of poor #15 on Fortune’s 100 Best • Enhance "team approach" by consistently communicating question is: how precisely do you drive those experiences performance Companies to Work for list goals and performance in a dynamic fashion especially in light of consumer engagement in the social web? • Focusing on employee In this discussion we will explore the three experiences that Moderator: happiness to create an optimal customer experience matter most when delivering an exceptional customer Matt Wheat • Shaping your culture with core values that are utilized inside experience and the eight step best practice methodology to National Sales Manager and outside the office achieve those experiences. Texas Digital While the call center environment is often structured and based You will hear from Tish Whitcraft, SVP of Customer Care of on efficiency, learn techniques to avoid this from being an anchor. Panelists: MySpace, as she walks you through the transformational journey Inspire people to stretch their minds, think outside the box, and Jimmy Tucker of MySpace, and shows you how MySpace is delivering superior take risks in your pursuit of a great customer experience. Process Manager customer experiences to 250 million users (and counting). Lennox International Maura Sullivan Andrew Hull Customer Loyalty Manager Quyen Tran Director Product Marketing Project Lead RightNow Technologies Lennox International Tish Whitcraft Edgar Rosero SVP of Customer Care Associate Telesales Manager MySpace Novo Nordisk 8 Visit us at or call 1-800-882-8684 Sponsors:
  • 9. 3:25 Afternoon Networking Break and Vendor Showcase 4:10 Leveraging Quality to Improve Agent Performance Aligning Internal SQM World Class Certified Striving for Greatness- Go from Good to Discover a brand new way to leverage quality control staff. Take Quality with External Supervisor of the Year Closing the Performance Excellent and Close your advantage of existing resources to improve agent performance Customer Feedback Gap from Where you Performance Gaps! and adherence issues. Lisa Jones started her call center career 19 years ago, making are and Where you • Improving scripting to enable agents to improve response rates outbound calls for a collection agency. After many years of Want to Be • Working together so that quality control is not always the experience, Lisa became the proud recipient of the 2009 Find out how Netflix, Inc., the world’s largest online movie bearer of bad news Service Quality Measurement (SQM) Award for World Class rental service, has boosted customer satisfaction to levels • Overcoming the change management challenge of “teaching Supervisor of the Year. Along with Lisa's personal where more than 90% of Netflix members evangelize the old dogs new tricks” achievement, Sun Life Financial also won the World Class service. It’s easy to grasp that low hanging fruit, but how do Find out how Heritage Company, a fund raiser in the b to b and Certification award for Call Resolution and Customer you then reach higher when you’re almost at the desired b to c space since1958, increased its revenue by $100k in the Satisfaction. performance level? first year without any investment of additional staff and • Getting the “right talent” resources! Find out how Lisa wears “the SQM smile” and helps inspire • Transforming your knowledge base so that it’s simple and agents to deliver “an opening night performance” on every searchable Stephen Dawson call. • Revamping new hire training Director of Communication and Strategic Planning • “Wowing” your customers • Providing agents with access to performance metrics on a The Heritage Company • Turning customer feedback into action daily basis • Finessing agents’ soft and hard skills • Creating the right management structure Find out how Netflix is posting videos of employees on Find out how to maintain consistency across your teams, Facebook and other social media as a candid method for talent improve first call resolution, and translate the Voice of the recruitment! Customer into product or process improvement. Melissa O'Keefe Lisa Jones Director, Customer Service Supervisor, Group Retirement Services Call Center Netflix Sun Life Financial 5:00 KEYNOTE: Leveraging Customer Listening Posts to Optimize the Enterprise Every organization listens to its customers across multiple dimensions -- the contact center, help desk, chat, social networks, etc. Learn how to leverage the voice of your customers This has been a really awesome conference, a lot of good across multiple touch points and multiple LOBs using speech analytics, text analytics and various other tools to quickly identify, track and address customer issues and emerging innovative ideas. I have been a call center manager for 12 years trends/whispers. Learn how Microsoft has improved its consumer experience and customer satisfaction while simultaneously increasing organizational efficiencies. and I am still hearing ideas that I have not heard before. That is Scott Long the awesome thing about this conference! Senior Program Manager of Global Consumer Support Microsoft - Susan Evilsizer, Product Support Manager, McKesson Jeff Gallino Chief Technology Officer CallMiner I am at Call Center Week because I believe that all of us really 5:50 Cocktail Reception Bring plenty of business cards! believe about putting the customer first and one of the things I Sponsored by: really want to celebrate is that this event is twice as big and better than last year. It is so great to be here! - Patti Crowley, Director of Customer Experience, Bath & Body Works 9
  • 10. Main Conference Sessions DAY4 Thursday, June 17, 2010 7:30 Registration and Coffee world of CRM. What started as a simple idea at Comcast– talking to customers in real time on Twitter – has become well known as an innovative use of social media for Customer Service. 8:05 Chairperson’s Opening Remarks Taking the approach of asking “Can we help” has created new communication channels for Customers and an improved Customer experience. The work of our distinguished speaker was 8:15 KEYNOTE: Customer Relationship Management: A Concept that was recognized by ABC News, New York Times, Business Week, Frank Eliason was one of the Developed but Never Delivered and many media forums. This real life case study will share top rated speakers at January, The real meaning of CRM. Hint: It’s not technology. This session will discuss the “real meaning best practices for interacting with customers online. 2010 Call Center Summit! of CRM and what it means to your revenue line versus the expense of direct labor. We will also Frank Eliason explore how understanding your customers’ culture and environment is key to determining their Senior Director of National Customer Operations current and future needs (the foundation to developing a customer relationship). Other topics Comcast will include the true cost of off-shoring, causes of poor customer satisfaction and retention. Discussion will also include recent results from CCA client engagement’s using a unique 9:45 Morning Networking Break and Vendor Showcase workforce strategy, Cloud/SaaS technology and other steps on how to refine your contact center to develop a positive relationship with your customers which will result in increased revenues. 10:30 PANEL DISCUSSION: Call Center Excellence Awards Panel Joe Jacoboni What does it take to be an award-winning contact center? The 2010 winners will address CEO key business initiatives including: creating a customer-centric culture that inspires excellence, Contact Centers of America positioning the call center is a key enabler of growth and profit, realizing the profitability of connecting the customer and employee experience, leveraging technology for efficiency and Client co-presenter to be announced. automation, and putting the Voice of the Customer to Work for process and product innovation. To find out how you can enter a submission and receive recognition, visit 9:00 KEYNOTE: How Customer Service is Leading the Way in Social Media Blogs, Facebook, Twitter, You Tube and many other social media websites are changing the Concurrent sessions begin. Choose Track A, B or C Track B: Tools and Technology for Efficiency and Automation Track C: Performance Measurement, Strategy, Process Improvement and VOC Track A: Talent Management and Employee Engagement Chairperson: Michelle Craft, VP Marketing, CallMiner Chairperson: Barry Maners, Managing Director, The Fraser Group 11:20 Creating a Customer Strategies for Closing Partnership Strategies: Featuring 3 practitioner Making the Call Center a Key Contributor to Culture through the Feedback Loop Overcoming the Issues that perspectives from Hyundai’s Corporate Success Communication Arise with Outsourcing diverse industries! Hyundai has taken market share from key competitors and With the strong backing of Find out how to navigate through some of the challenges that may significantly improved customer satisfaction metrics. Part of the executives, the next key step in creating a customer focused arise with outsourcing by fostering a collaborative relationship. You success of the strategy is to enhance the service delivery process culture is closing the feedback loop. This presentation will talk will hear solutions to the following common stumbling blocks: from dealer and web to contact center. This presentation will about: • Evaluating and selecting vendors outline the strategy and tactics used to achieve improvement as • How the culture can indicate preparedness for creating a • Staffing and scheduling challenges well as lessons learned, including: customer-centric culture that inspires excellence • Breakdown between customer issues and management • Five myths highlighted in John Goodman’s book, Strategic • Role of executives in promoting steps for a customer focused • Quality control Customer Service, that many executives believe about what culture • Cultural and/or language differences leads to call center effectiveness • The importance of transparency -strengthen understanding Walk away with an understanding that successful outsourcing is • Partnering with Finance, Marketing and Sales to get the with customers and create value for employees about involvement and not just cost reduction. necessary support for an effective call center and measure the • Our path toward further enhancing the communication- ROI of those resources Moderator: challenges and opportunities • Making the call center a real time Voice of the Customer, Frank Casale Find out about how to use your executives, promote producing actionable information, and Founder, CEO transparency, and drive actions. • Selecting the right tools and metrics to assure both inhouse The Outsourcing Institute and outsourced center success Stephen H. Arnold Panelists: All attendees will receive a free copy of Goodman’s book and Director, Voice of the Customer Misty Hall Goodman will do a book signing after the session. CUNA Mutual Group Vice President of Operations Kelly Kawaguchi David B. Polet Chase Student Loans National Manager, Consumer Affairs Program Manager, Voice of Customer Darren C. Lyons Hyundai Motor America CUNA Mutual Group Director of Outsourcing Customer Experience Barry Ratzlaff David B. Polet was a delegate at IQPC’s Customer Experience Director Service Operations Week (March 2009) and has now “graduated” to the speaker Olivette Whipple Hyundai Motor America faculty. Do YOU have an interesting story to tell? Write to me Vice President and tell me what you’re working on IBM 10 Visit us at or call 1-800-882-8684 Sponsors:
  • 11. 12:10 Networking Luncheon 1:10 Extreme Customer IQPC puts a reality show SUCCESS! Leveraging Automated Cross-Channel Revamping and Social media and viral Service: Satisfying spin on Call Center Week Customer Interaction Management Solutions for a Relaunching marketing strategies Demanding Customers with an Extreme Customer Consistent, Empowering Customer Experience Customer Service in a Do you ever struggle with Service story! This client case study will demonstrate how automated multi- Social Media World demanding customers? Is it channel customer interaction management solutions can Social media is constantly evolving. Customers are finding new ever challenging for your reps to either relate or show empathy positively supplement current customer contact strategies. ways to use Facebook, Twitter and social media on a daily basis. to customers? Who “owns” the customer experience at your • Deploy a seamless cross-channel communications strategy for Find out how MyPublisher, a leader in photobooks, cards and company? Citation Air is a private jet travel company whose a consistent customer experience calendars has been taking advantage of viral marketing clients are extremely high net worth individuals who sign pricey • Realize significant cost savings and efficiencies from opportunities to better service their customers. yearly contracts (minimum $100,000). They are often celebrities automated self-service solutions • Designing the customer service experience around the or athletes who are accustomed to getting what they want – • Turn more customer interactions into profitable transactions customer’s needs when they want it. Find out how to apply extreme customer Find out how to realize significant cost savings, increase • Creating opportunities for accelerating customer velocity rates service and retention strategies to your business! customer satisfaction, and ultimately secure longer lasting by simply being “real” • Empowering reps to use their resources to creatively “blow profitable customer relationships by intelligently steering your • Becoming a true partner with marketing team and integrating your customers hair back” customer communication strategies based on customer customer care into marketing strategies • Developing strategies for dealing with extremely demanding preferences. • Encouraging customers to communication with you - and sometimes aggressive customers Feedback is a Gift! Ann Cannon • Making your customers feel that they need you • Creating metrics, service levels and dashboards to measure Vice President • Keeping reps motivated, inspired and engaged with customers the right components of the business and the customer CSG Interactive Messaging, Inc. This session will include a case study of how CitationAir experience successfully engaged all employees – customer service, Client co-presenter to be announced. • Leveraging Facebook as a mechanism for customers to act as dispatchers, schedulers, pilots and technical people – to “take ambassadors for your product or service ownership” of the customer experience. Frank Burhance Jean Kelly Department Head- Customer Service Operations Senior Vice President, Product Delivery MyPublisher CitationAir 2:00 Best Practices for 4 time Call Center Week Leveraging Customer Featuring take-home tools Doubled in revenue despite Hiring and Retaining delegate that “graduated” Satisfaction as a Key and techniques to leverage challenging economic times Agents to the speaker faculty! Differentiator for your contact center as a Transitioning from Don’t miss this session by a Growth key retention organization Cost Center to Profit four time Call Center Week Cbeyond is a leading Center delegate with some of the lowest turnover rates in the Industry! business phone service Find out how Cbeyond Bluegreen is a leader in vacation ownership resort and (VoIP), broadband Internet, realized a 20% year over residential real estate business with 3,100 employees and over Pre-hiring strategies mobile voice and data, and year growth in last year’s 208,000 owners. Hear the "Cinderella Story" about how the • Defining key expectations for matrix hiring IT application service downturn economy! company doubled revenue from '08 to '09 with projections for • Competency and behavioral based assessment provider built exclusively to doubling again from '09 to '10 despite challenging economic Recruitment methods serve the communication needs of small businesses operating conditions. Discover how the company is developing new • Leveraging Facebook and social media in13 cities with major expansion goals. While providing excellent revenue channels, upselling and launching social media • Value of employee referrals products at a competitive price, best in class customer support is initiatives. the real differentiating factor in Cbeyond's capability to sell and • Enhancing the product for a better experience Onboarding talent retain customers. The company is the industry frontrunner when • Marketing extra inventory through social media and viral • Creating an orientation process for buying into the company it comes to the managed service business with a Net Promoter marketing culture/vision • Feedback and employee satisfaction Score above 40% and monthly controllable Customer Churn of • Developing operational efficiencies with call reporting less than 0.5%. Find out the company is positioning customer Wendy Poe satisfaction and support as a unique retention proposition by: Walk away with a roadmap for retaining agents when we’re on Senior Vice President, Club Services • Engaging in proactive monitoring of network and services the bubble of new job creation. Bluegreen • Focusing quality assurance on process improvement Kelley Ann Carson • Designing six sigma to improve mean time to repair Angela Blevins Director of Customer Services • Translating the VOC into policy and process improvement Vice President, Club Services Bendbroadband • Employing tools for scanning and replying to customer comments Bluegreen in social media, including MySpace, Twitter and Facebook Angela is a 2010 Call Gain take home tools and techniques to leverage your contact Center Summit delegate center as a key retention organization with the customer that has advanced to the experience as your focal point! Call Center Week speaking faculty Ashish Bisaria VP of Customer Service Operations Cbeyond 11
  • 12. 2:50 Afternoon Networking Break & Vendor Showcase 3:20 KEYNOTE: Driving Consumer Engagement through all Customer 4:05 CLOSING KEYNOTE: Putting the VOC to work – Improving Processes that Touchpoints Promote Customer Engagement and Drive Bottom Line Results Find out how CVS Caremark is building a consumer engagement platform to help coordinate Customer feedback is a strategic and critical measurement of service delivery. Find out how the customer experience across all touchpoints, including: retail, call center, web, IVR, mailed New York Life utilizes the following six Quality Measurement Tools in order to improve letter and outbound calls. Early indicators are demonstrating that this approach results in processes that promote customer engagement while driving bottom line results. high customer satisfaction. We’ll hear about the company’s approach to implementing this • Internal Quality Monitoring Program to measure customer feedback platform and will learn strategies for: • Voice of the Customer (VOTC) Program • Leveraging consumer engagement to support your brand • Industry Benchmarking • Maintaining a consistent experience across channels • Annual client-driven Customer Satisfaction Surveys • Offering specialized opportunities for callers based on their greatest need • Automated After Call Satisfaction Surveys • Speech analytics Ken Fisher Discover how New York Life captures customer feedback through multiple channels and Vice President Customer Care routinely incorporates customer feedback into business practices. Find out how to CVS Caremark continuously build customer loyalty while positively reducing unnecessary expense. Darrell Robertson Vice President New York Life 4:45 Main Conference Concludes Post-Conference Workshop and Site Tour DAY5 Friday, June 18, 2010 8:30-11:30 (Registration at 8:15) Leveraging Technology to Enable Seamless Interactions and Justifying your Investment I Collaboration with customers can mean many different things depending on your target • Mobile applications and the customer experience market, your products, your business objective and the technology you utilize to address your • Personalized access from anywhere, anytime customers. Companies have no choice but to leverage technology in order to realize a customer service and sales strategy that can enable seamless interactions across modalities and offer WHAT YOU WILL LEARN simple portals for customers. The first step is knowing what those technologies are. The second • What technologies are enabling multi-modal interactions step is building a solid business case to justify the investment in those technologies. • What must be considered to measure cost benefits of adding these technologies to the contact center • Building an ROI model WHAT WILL BE COVERED • New multi channel technologies and how to leverage them • Best practices for implementing multi-channel strategies • Taking advantage of social media in the contact center Michael S. Kulik, Director of Marketing & Business Development, Bucher + Suter 11:45-3:45 (Registration at 11:30 - Lunch included) SITE TOUR J: ZAPPOS.COM - #15 Fortune 2010 Best Companies to Work for J Don’t miss this exciting site tour to Zappos, the Las Vegas-based e-commerce This exciting site tour will also include a panel session of customer-focused site with 1,500 perpetually happy, customer focused employees. In 2009, the employees addressing: company’s debut as No. 23 on the Fortune 2009 Best Places to Work made it • Aligning recruiting and hiring with core values – “getting the right people on the bus” the highest-ranking newcomer. In 2010, Zappos jumped to the #15 position. • Breaking old habits of customer service and instilling new habits based on the Zappos culture “Creative types abound at the online shoe retailer…Now an subsidiary, the online • Providing ongoing leadership development retailer has vowed to maintain its zany culture.” (Fortune February 8, 2010). In 10 years, predicts that 85% of their leadership team will be developed from the customer service team. Zappos is a service company that happens to sell clothing, shoes, handbags, eyewear, watches (and eventually a bunch of other stuff). Some of Zappos’ highlight features include their excellent 24/7 We will be touring their Henderson, Nevada facility and getting a first hand look at their fun culture, customer service, free overnight shipping and free return shipping with a 365 day return policy. dedicated employees, and how they “deliver wow through service.” Find out how the environment leads to customer loyalty and retention with 75% of purchases coming from repeat customers! 12 Visit us at or call 1-800-882-8684 Sponsors:
  • 13. About Our Sponsors RightNow is helping rid the world of bad experiences one consumer quality goods and services to federal agencies for over 70 years. More recently, UNICOR prioritize and score leads in real time, remarket to lost prospects and provide a better interaction at a time, seven million times a day. RightNow CX, the has been authorized to partner with private sector firms currently sending work offshore customer experience. The result is a greater return on marketing investment —measured customer experience suite, helps organizations deliver exceptional or in lieu of sending work offshore. Website: by increased order values, shorter call times, reduced costs, improved efficiencies and customer experiences across the web, social networks and contact centers, increased conversion rates. Website: all delivered via the cloud. With more than eight billion customer interactions delivered, CallMiner is the leader in advanced speech analytics providing RightNow is the customer experience fabric for nearly 2000 organizations around the business intelligence to enterprise organizations from recorded CFI Group conducts its measurement consulting practice worldwide, globe. Website: customer conversations. Eureka, the company's flagship product, is the only speech through offices on four continents. Launched in 1988 by University analytics solution that automatically and accurately discovers the content, context and of Michigan professor Claes Fornell, CFI Group is headquartered in Firstsource offers a complete client life cycle outsourcing solution purpose of an entire conversation and of every call, enabling companies to understand Ann Arbor, Michigan. It uses rigorous measurement science to diagnose its clients' comprised of five vertical components: (1) Research and Analytics; (2) why customers call and how agents respond. With this knowledge, CallMiner customers customer relationships, resulting in exacting advice on actions that strengthen these Customer Acquisition; (3) Customer Services; (4) Fulfillment and (5) are able to significantly improve customer service, enhance agent quality, increase sales relationships and improve clients' overall financial performance. The CFI Group Billing and Collections. We have assisted industry leaders in lowering their operating costs and impact marketing effectiveness. Website: methodology is used as the basis for calculating the American Customer Satisfaction Index and more effectively managing their cash flows through our customizable outsourcing (ACSI). CFI Group clients include Best Buy, British Telecom, U.S. Federal Government, UPS, solutions. Website: Mindshare's Enterprise Feedback Management (EFM) tools Yahoo! and other leading companies around the world. Website: help companies improve operations and minimize customer attrition Sword Ciboodle customer interaction software helps improve through personal customer involvement. Mindshare's proprietary Building on more than 35 years of innovation, Texas Digital is proud to the way large organizations interact with their customers, driving survey technology captures customer and employee feedback in real-time and be a leading provider of integrated communication solutions that down the overall cost to serve whilst enhancing the customer experience. Recently immediately transforms it into actionable intelligence. With Mindshare, companies can deliver exceptional value for the call center, cinema, distribution center, recognized by Forrester as the global leader in process-centric customer service solutions, determine the type of information they collect, who can access it, and how it's reported. financial institution, help desk, network data center and quick-serve restaurant markets. Sword Ciboodle was also commended for expediting time to market by being the only Mindshare is affordable and flexible, surveys and reports can be modified on the fly, and Texas Digital's QuickCOM is a leading enterprise solution that provides real-time vendor to score full marks in 'time-to-value' in CRM implementations. Clients that are data may be accessed from anywhere. Mindshare serves more than 25 different industries communication of business vitals to contact centers, help desks, command centers and already experiencing the tangible benefits of Sword Ciboodle, in a matter of days rather including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients more. Backed by a unique Best Value Guarantee, this complete solution collects, manages than years, include Standard Bank, Sears and Vodafone. Website: range from small regional chains to large multinational corporations. Website: and communicates up-to-the-second information to empower fact-based decisions that will improve performance, customer satisfaction and profitability. Website: Contact Centers of America is a new concept in contact center The Fraser Group, LLC is a management-consulting firm with services designed by industry pioneer, Joe Jacoboni, and staffed by extensive experience in helping operations and management Allegiance, Inc. offers next generation feedback management industry veterans who understand balancing customer satisfaction in improve performance based on voice of the customer research. For software to help organizations grow customer and employee shifting economic times. CCA delivers its proprietary solution, Extreme over a decade, The Fraser Group has focused on research designs that provide actionable loyalty and engagement. The Allegiance Engage Software C-Sat 2.0, through a consultative operations approach, hosted, on-demand technologies information to management in the areas of customer loyalty and satisfaction, customer platform facilitates survey creation and gathers responses and unsolicited comments in and a strategic workforce model, which uses "natural human resources" available in the relationship management (CRM) and employee satisfaction measurement and real-time into a centralized online system, saving time, effort and money. Allegiance United States - students, special needs individuals, retirees, stay-at-home parents and improvement. Clients of The Fraser Group include a winner and two site visit recipients of solutions measure customer and employee engagement, revealing precise actions to grow veterans, to bring jobs back to America. For more information visit the Malcolm Baldrige National Quality Award. Website: engagement and increase revenue. Allegiance Enterprise Feedback Management (EFM),, call 1 877 999-6222 or email predictive analytics, and professional services combine to help businesses capitalize on Website: Attensity provides enterprise software applications based on deep engagement. Website: text analysis to find, understand, and use information trapped in text CSG Interactive Messaging will help you optimize your customer to drive critical decision-making. The comprehensive suite of InteliWISE - Better customer experience with Self Service Avatar Agents. engagement strategies with the most complete cross-channel applications addresses social media monitoring; collective intelligence in social media and InteliWISE delivers a cloud – based, new generation Conversational customer interaction management solutions on the market. Backed by forums; voice of the customer analysis; customer response management; self-service and Agents providing a better user experience in customer service and our advanced customer intelligence and analytic capabilities, we'll help service portals; information retrieval and discovery; risk and compliance; and intelligence ecommerce, through natural language recognition & interactive video. InteliWISE Agents, you acquire, retain, up-sell and increase the overall value of each customer relationship. analysis. With more than 500 installations worldwide, Attensity Group's award-winning or Web Avatars, supported by Knowledge data bases, and gifted with text-to-speech Seamlessly integrating Inbound and Outbound Interactive Voice, SMS/text, Print/Direct software is used by large government agencies and such innovative enterprises as Airbus, engines, can provide amazing capabilities for Enterprises who seek to lower their cost Mail, Email, Web and Fax, CSG Interactive Messaging helps the world's leading companies Charles Schwab, Bosch, JetBlue, Nokia Siemens Networks, Royal Bank of Canada, structures, provide enhanced customer service, and wish to provide fast access to query engage their customers across multiple communication channels at lower cost, and turn Travelocity and Vodafone. Website: and response data bases on websites. The behavioral rich analytics provide companies more interactions into profitable transactions. No matter how you use it, our cross- with visibility into the questions customers want answered allowing for continuous channel customer interactions platform will help you: Cicero Inc. provides software integration solutions for contact process improvement. Intel Capital and several other investors have provided initial - Successfully supplement current customer contact strategies centers and other complex information environments. Cicero funding as well as the support for our vision, and enterprises such as Comcast, T-Mobile, - Communicate with customers via their preferred communication channels solutions align underlying technology with business processes, Lot Airlines, and Kraft Foods have deployed our SaaS solution. Website: - Empower customers with convenient self-service options streamline user interactions, improve total productivity, assure completeness and - Create direct, personalized marketing opportunities compliance, reduce turnover, and raise knowledge-worker morale and effectiveness. - Increase customer loyalty and satisfaction Cicero's technology serves thousands knowledge workers at Merrill Lynch, Nationwide Bucher + Suter (b+s) is a global provider of contact center solutions & - Secure long-term, profitable customer relationships Financial, and others, large and small. In one recent implementation, Cicero integrated services. As a Value Added Reseller and Systems Integrator for Cisco Contact Website: eight applications for nine hundred agents' desktops in just seven weeks and reduced Centers; b+s helps companies achieve business goals by going beyond average call times by approximately 40 seconds. The results include improved customer traditional voice. Bucher + Suter Software goes further to unify contact center solutions NCO is the industry leader in providing clients with successful business service and a $1 million per year operating cost reduction. Website: by offering an add-on suite of applications which consist of multi-channel agent desktops, process outsourcing (BPO) solutions including customer relationship universal queuing adapters and advanced mobile application integrations. b+s corporate management, accounts receivable management, and back office for a offices are located in Bern, Switzerland and Heppenheim, Germany, with support for the diversified customer base. NCO's solutions support essential functions across key portions Cyber City Teleservices (CCT) provides cost-effective inbound and Americas based in Atlanta Georgia. Website: of the customer lifecycle, including acquisition, growth, care, retention, and resolution. outbound bilingual call center services delivering exceptional sales We provide our solutions through Customer Lifecycle Management, a unique customer- conversions and service results through tailored offshore call center Interactive Intelligence is a global provider of unified business driven model that delivers optimal performance, leading-edge technology, proven solutions. Through our award-winning PCI & ISO certified call centers located in the communications solutions for contact center automation, enterprise IP efficiency, and exceptional quality. NCO operates a global network of over 100 operations Philippines, Panama and Colombia coupled with leading technologies, over 3,000 telephony, and business process automation. The company’s standards-based, centers running on a centralized data platform with the flexibility to respond to a rapidly motivated employees and an unshakeable focus on superior quality and sales results, CCT single-platform, all-in-one architecture was designed to eliminate the cost and changing marketplace, and to scale operations to meet client specifications. Our clients is the "Go-To” call center and BPO partner for a variety of industries. Website: complexity introduced by multipoint products. Interactive Intelligence was are empowered to successfully address immediate business needs, while enabling long- founded in 1994 and has over 3,000 customers worldwide. Website: term growth across the entire customer lifecycle. Website: TARGUSinfo delivers precise and actionable consumer insights from MTI is the solution for all of your outsourcing needs. We have been UNICOR, also known as Federal Prison Industries, was established by the moment the phone rings to enable you to acquire, retain and grow assisting Fortune 500 companies achieve their marketing objectives and executive order in 1934 with the goal of employing federal inmates in today’s high-value customers. With our real-time analytics platform shape customer relationships for nearly 20 years. We are known productive work, and training them in valuable job skills. As a self- and unmatched accuracy and coverage of consumer data, we enable you to identify your nationwide for delivering outstanding sales results and first-rate customer sustaining, self-funded government corporation, UNICOR has supplied a wide range of most valuable callers, that fuel skills-based routing, to optimize messaging and offers, care with the highest regard for accuracy. Expertise and Services: 13
  • 14. - Sales - Outbound Call Management MicroAutomation is a leading systems integrator offering Language Line Services, the world’s leading provider of language-based - 24/7 Live Inbound - Data/Order Entry call center technology solutions. Since 1991 services, is a trusted partner to thousands of organizations whose focus is to - Outbound Lead Generation - Live Transfer Lead Generation MicroAutomation has designed, developed and effectively serve the rapidly expanding market of limited English speakers. - Appointment Setting - Auto Dialer Functionality implemented solutions worldwide in a variety of industries. Each solution fulfills our The company delivers a dynamic suite of solutions spanning translation, - Verification Services - Win-back and Retention mission to enhance the customer experience through automation. Core services include: transcription, phone and video interpretation, interpreter certification, localization and - VOIP - Wireless - Self-Service IVR (outbound and inbound) to obtain information quickly and efficiently, localized software and devices, enabling clients to communicate with customers in their - Contract Renewal - Multi Lingual Resource authenticate callers and reduce agent interaction time preferred language. Through its leading-edge technology infrastructure, Language Line - Web Care - Call List Management - Call Control and CTI options for improving the management of inbound and outbound Services provides support for more than 170 languages to its industry-leading portfolio of - Upsell - IT Services calls, Universal GUI and increasing agent efficiency clients across markets including health care, financial services, government, telecom, - Software as a Service (SaaS) - Analytics and Reporting to monitor and maximize the performance in all areas of your manufacturing, insurance, entertainment, travel, and more. Website: Website: call center Website: OSF Global Services is a dynamic IT Services & Consulting provider, Language Services Associates (LSA) is a world-class language offering call center-dedicated solutions and services, including: IT NobelBiz is a facilities-based carrier providing value-added service provider headquartered in Willow Grove, Pennsylvania. support outsourcing, software development & application testing, telecommunications services to high call-volume clients operating more Leading the industry in technological innovation with the software integration services (service management, workforce management), CRM than 300 contact centers and collection agencies worldwide. Focused groundbreaking over-the-phone interpreting service, INTERPRETALK®, LSA serves implementation and optimization, on-demand CRM & ERP development and business exclusively on the collections and call center market, NobelBiz provides technology and countless clients across the globe in over 200 languages. Rapid connect times, non-stop process automation (BPA) and optimization. The company also has a strong background in services designed to enhance their effectiveness. Our patent pending technologies availability, web-based reporting, competitive pricing, and total customization are just a IT consulting and enterprise applications that enhance business processes through LocalTouch™ and SMRT Touch® (ATA Technovation Award recipients) are designed to few of the features that make INTERPRETALK® the most attractive over-the-phone unparalleled usage of technology as competitive leverage. OSF Global Services was increase the efficiency of collection agencies and call centers and are exclusively provided interpreting solution for any business. In addition to INTERPRETALK®, LSA also provides established in 2003, and is headquartered in Quebec, Canada with development branch- by NobelBiz. As a long distance provider, NobelBiz delivers the highest quality voice superior Translation and Localization, On Location Interpreting, Video Remote Interpreting offices in Romania and Ukraine. The company is ISO 9001:2008 certified and Microsoft service, competitive rates and the absolute best technical support in the business. (VRI), and American Sign Language services spanning an array of industries including Gold Certified Partner. Website: Website: government, insurance, legal, financial, and healthcare. Website: Sitel is a global Business Process Outsourcing (BPO) leader. The company Client Services, Inc. is a full service receivables management and Tele- Symphony8 is a high performance multilingual offshore business meets clients' customer care and transaction processing needs through Services provider. We offer a diverse selection of call center solutions from process outsourcing (BPO) provider that offers customer 60,000 associates in 27 countries. Sitel provides world-class solutions from first party, early stage to third party, post charge off recovery to a variety management/acquisition services, and other back office functions from on-shore, nearshore and offshore locations across 155+ facilities throughout North of customer care solutions. As a company with full call center capabilities, Client Services, its fully owned centers in several countries. We work with a broad range of clients from America, South America, EMEA and Asia Pacific. The company's award-winning services Inc. has the expertise and the resources to manage the life cycle of your customer base. the small to medium to multinationals corporations. Clients look to Symphony8 as a provide clients with the strategic insight, scale and diversity of offerings to ensure the best Website: partner delivering value-added services that have an immediate impact on revenue, and a return on their customer investment. The company is privately held and majority owned long-term impact on brand equity. Symphony8 serves a broad range of industries with an by Canadian diversified company, Onex Corporation. Website: The LiveXchange HomeSourcing System. The Proven Way even broader range of programs. Through our unique, value-driven approach, Symphony8 Home. LiveXchange is North America’s leading “homesourcing” has consistently lowered costs on its client programs, while improving quality and VoltDelta On-Demand provides telephony-based customer care service, chosen by a growing list of award winning call centers delivering more efficient service. Website: solutions with Software as a Service (SaaS) efficiency. Contact both as a means of cutting significant costs and improving service levels. Access to the center and home agent call distribution and management , inbound LiveXchange network service provides your contact center with all the tools, processes, Synergy Solutions is a premier provider of outsourced contact center and outbound voice recognition with unique CrystalWAVE technology, and voice of the technological infrastructure and trained people you need to seamlessly supplement your services focused on elevating the service experience and ensuring customer call + agent screen recording to monitor each call through any transfer work to internal operations with your own (not outsourced) home-based workforce. Welcome to customer delight. Synergy specializes in both inbound and outbound enhance caller satisfaction without capital investment. VoIP and TDM access currently the unique capability of going to and recruiting on-line from an customer acquisition, customer care, retention and loyalty management programs in supports over 2 Billion calls per year and tens of thousands of agent seats with 99.99% international pool of certified home-based agents who can be used flexibly within your English, Spanish and French with a network of call centers throughout the United States. reliability. Website: daily customer operations on a simple, pay as you go, basis. It proven a great way to go Website: for companies like Direct Energy, The Shopping Channel, British Gas Services, L’Oreal and 360'CRM is a CRM professional services and intellectual property provider of Pizza Hut and many more…. Website: The Connection is a leading U.S.-based provider of outsourced contact call center solutions, specialized in assisting our clients in optimizing services including inbound & outbound calls, email response, live web chat customer experience and maximizing channel performance. Our key Call Centers leverage the OpenSpan Platform to integrate and IVR services. For almost 30 years, we have helped leading corporations consulting services provide a full suite of Internal Call Center and/or Outsourced Vendor applications, service-enable legacy systems, automate business reduce costs and optimize performance by outsourcing their sales and Management solutions; including RFI/RFP Administration and execution, Quality processes, extend functionality and build new composite applications in order to realize customer service support. Several industries we work with include: retailing, insurance, Monitoring, and Certified ATA-Self-Regulatory Organization (SRO) Call Center Audit immediate value on their IT investments. OpenSpan is now deployed on more than healthcare, wireless, telecommunications, broadband, catalog, non-profit, pharmaceutical, capabilities. 360'CRM's specialized IT solutions enable measurable Customer Experience 120,000 enterprise desktops, helping customers accelerate service-oriented architecture financial services and direct response television (DRTV). Our customized training, quality improvement as well as bottom-line efficiency gains across the enterprise value chain; (SOA) projects and increase call center desktop productivity. The OpenSpan Platform will programs and advanced technology ensures that our highly-trained agents will optimize from initial Customer Contact through End-Results Reporting. Website: support more than one billion customer support calls in 2009, saving organizations more sales conversion results and deliver an unparalleled customer service experience. We can than $100 million. A venture-backed company, OpenSpan is headquartered in Alpharetta, be reached at 1-800-883-5777 or Website: GA. Website: Envision is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class Comcast Business Services provides a variety of services to businesses Improved Performance Solutions is a consulting customer service. Envision Centricity®, the company's innovative including Teleworker service, a commercial level Broadband service firm that specializes in developing management workforce optimization (WFO) platform, fully integrates Envision's landmark designed for employees based in a home office or utilizing remote access professionals, business teams and training Click2Coach® offering (including quality monitoring and e-learning) with powerful for essential business activities. With downloads speeds of up to 16Mbps and 24/7 structures for sales teams,call centers and customer service centers no matter how small or analytics, performance and workforce management capabilities. The result is a robust and support, Comcast Teleworker is a smart solution enabling your remote access workforce large. We provide the proper training to convert conversations into sales and positive highly adaptable WFO suite designed to meet the critical and unique needs of customer- to easily and consistently communicate, interact and collaborate. Comcast, the nation's customer service experiences. From Personal training for the executive or manager to focused organizations worldwide. Website: largest cable company, is a leading provider of entertainment, information and management seminars and team building programs, our energetic, straight forward style communications products and services, with 23.9 million cable customers, 15.3 million of coaching and training will connect with your employees to help them to apply their Interior Concepts specializes in designing and high-speed Internet customers and 7 million voice customers. Our high-speed Internet new skills immediately and get the results you desire. Call us for a free consultation. 732- manufacturing green call center furniture that provides cost- service operates across our vast network, with more than 145,000 miles of fiber. We 261-5472 Website: effective utilization of floor space. Whether utilizing the currently serve 18 of the top 21 markets delivering multi-tier Ethernet, broadband and available floor space to increase the number of workers, or to enhance the work area for wideband services. Website: The Stratasoft product suite consists of call center software solutions each employee, the objective of Interior Concepts is to improve the performance and including the multi-award winning StrataDial©.VC2™ Virtual Call profitability of our customer. Additionally, we offer a Lifetime Warranty, complimentary Konexo Contact + Solution Center is a leading Contact Center Center. StrataDial®.VC2™ consists of an open and highly flexible space planning & project management, and the best wire/cable management system in specializing in customer care solutions where we have help our clients to architecture which includes an advanced predictive dialer, robust the industry. Website: improve customer satisfaction, build customer loyalty and lower operating inbound ACD, IVR, flexible script designer, web collaboration and home-based call center cost. A business unit of Grupo Posadas, Latin America's largest hotel agent technology. This Stratasoft solution is available as either a customer premised based LivePerson is a provider of online engagement solutions that operator. Konexo is centrally located in Morelia, Michoacan with over 1,600 work-stations or fully hosted solution. StrataWFM® is our revolutionary web based work force facilitate real-time assistance and expert advice. Connecting staffed 24/7 by bilingual agents who serve as an extension of your company, we provide management system featuring High Fidelity Forecasts™; the first fully modern approach businesses and experts with consumers seeking help on the Web, LivePerson’s hosted essential customer service solutions such as: Customer services support, Customer to forecasting, eliminating all of the distortions of the 100-year-old methods used by the software platform creates more relevant, compelling and personalized online experiences. retention, Complaint handling, Welcome calls, Loyalty programs, sales and promotions market leaders. StrataWFM® also features; Uniform Scheduling®, skills based Every month, LivePerson’s intelligent platform helps millions of people succeed online; campaigns. Our clients are companies focused on service and customer satisfaction from a forecasting, real time adherence and scheduling to name a few of the many functions. more than 7,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and wide range of industries including Airlines, Hotels, financial services, travel, entertainment, Website: Verizon, rely on LivePerson to maximize the impact of the online channel. LivePerson is and more. Website: headquartered in New York City. Website: 14 Visit us at or call 1-800-882-8684 Sponsors:
  • 15. Sponsorship And Exhibition Opportunities ❑ YES! Please register me for the Sponsorships and exhibits are excellent opportunities for your company to showcase its products and services to high-level, targeted decision-makers attending the 11th Annual Call Center Week. IQPC and Customer Management IQ help companies like yours achieve important sales, marketing and branding objectives by setting aside a limited number of event sponsorships and exhibit spaces – all of which are tailored to assist your organization in creating a platform to maximize its exposure at the event. For more information on sponsoring or exhibiting at the 11th Annual Call Center Week, please contact Mario Matulich at Please register the following people from my organization: 212-885-2719 or Name Title Pricing Register By April 16, 2010 Register by May 14, 2010 Standard Pricing Company Conference Only (Save $800) (Save $200) Telephone Fax $1,199 $1,799 $1,999 All-Access Pass (save $2,895) (save $2,295) (save $2,095) Email $2,099 $2,699 $2,899 Mailing Address Workshop(s) $549 each $549 each $549 each Site Tour(s) $549 each $549 each $549 each City/StateZip Master Class(es) $799 each $799 each $799 each (use separate sheet for additional attendees) All-Access Pass grants admission to all workshops, site tours and main conference days. Payment Information Total Price for Your Organization ❑ VISA ❑ M/C ❑ AMEX (Add total of all individuals attending): About the Venue Card Number: Exp. Date: Caesars Palace Name On Card: CVM Code: 3570 Las Vegas Boulevard Las Vegas, NV 89109 Signature: Phone: 1-866-227-5938 (toll free) Website: Billing Address if Different From Above: IQPC has secured a special group rate for 11th Call Center Week City/State/Zip: participants at Caesars Palace of $169 per night (+ applicable taxes) for Palace Tower Rooms. For reservations, please contact Caesars Palace directly at Important! To speed registration, provide the customer registration code located on the back page—even if it is not addressed to you! 1-866-227-5938. Please book before May 24, 2010 and identify that you are part of the Please note multiple discounts cannot be combined. IQPC/Call Center Week Group to ensure this special rate. Rate is based on availability. A $99 processing charge will be assessed to all registrations not accompanied by credit card payment at the time of registration. About Caesars Palace MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC From the moment you walk through the doors of Caesars Palace, you know you've arrived at the most prestigious resort in the * CT residents or people employed in the state of CT must add 6% sales tax. world. Impeccable service. Luxury. All the little details that make the difference between an ordinary visit and a spectacular Details for making payment via EFT or wire transfer: experience are yours. JPMorgan Chase Penton Learning Systems LLC dba IQPC: 957-097239 Caesars Palace wants to lavish you with all the amenities that will make your stay with us one you'll always remember. Discover ABA/Routing #:021000021 Reference: Please include the name of the attendee(s) and the event number: 10711.004 indulgence beyond expectation at Qua Baths & Spa, featuring never before seen amenities like Roman baths, a dry-heat Laconium Payment Policy: Payment is due in full at the time of registration and includes lunches room and a stunning, snow-filled Arctic Ice room. Caesars Palace is also the home of celebrity stylist Michael Boychuck, "colorist to and refreshments. Your registration will not be confirmed until payment is received and the stars." Every spa in town he's touched has become a must-visit destination, and now he's exclusively at Caesars Palace may be subject to cancellation. Please go online to: to view our cancellation policy Scholarships Available: IQPC sets aside a limited number of discounts that may be Media Partners applied to its conferences for delegates from the non-profit sector, government and military organizations and academia. For more information about scholarships to this event, please call Customer Service at 1-800-882-8684. Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1-800-882-8684 to discuss your specific needs. ©2010 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham Act and common law principles. 15
  • 16. International Quality & Productivity Center ❑Yes! Please Register Me For 535 5th Avenue, 8th Floor New York, NY 10017 ❑ Main Conference Only ❑ Choose your Master ❑ All-Access Pass Class(es)/Workshop(s)/Site Tour(s) ❑ Workshop(s)/Site Tour(s) Only ❑A ❑B ❑C ❑D ❑E ❑F ❑ Master Class(es) ❑G ❑H ❑I ❑J Your customer registration code is: When registering, please provide the code above. Network with us! Call Center Week and IQPC Customer Management IQPC's Call Center Week 5 EASY WAYS TO REGISTER: Visit and 1 Web: for exclusive, 2 Call: 1-800-882-8684 complimentary content! 3 Email: • Speaker and practitioner • News Articles • 4 Fax: 1-646-378-6025 Q&As Presentations from • Podcasts past events 5 Mail: IQPC • Webinars 535 5th Avenue, 8th Floor 10711.004/AL New York, NY 10017 IQPC is proud to feature a BRAND NEW speaker faculty! New speakers, new topics and new take-home strategies! June 14-18, 2010 Creating a Customer-Centric Culture that Caesars Palace, Las Vegas, NV Inspires Excellence and Grows the Top Line Featuring 35+ End-User Speakers from Diverse Industries! Sponsors: Visit us at or call 1-800-882-8684