Call Center Summit 2009 Dpt

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Call Center Summit 2009 Dpt

  1. 1. Award-Winning Speaker Faculty Includes: Drive revenue, achieve a competitive advantage and maintain a cost-effective customer experience Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com Sponsored by: Organized by: Focused Takeaways: • Capture customer insight and integrate it with the enterprise for company-wide growth and process improvement • Develop strategies for success in a downturn economy to stay ahead of competition • Create a unified culture that provides exceptional service – internally and externally to retain customers • Drive performance improvement by leveraging tools and technology to enhance the agent and customer satisfaction • Implement innovative and effective performance and measurement strategies • Examine your customer experience strategy and identify cost effective hidden growth opportunities • Understand the pros and cons of Offshore/Onsource strategies Michael Chen President and CEO of Media, Communications, and Entertainment, GE COMMERCIAL FINANCE Vice President and Officer of GE 2008 Pinnacle Award from Asian American Business Development Center, Outstanding 50 Award Napolean Barragan Founder and CEO, 1-800-MATTRESS Crain’s New York Business: 100 Most Powerful Minority Business Leaders Stephen Hilliard Vice President, THE ST. JOE COMPANY 1to1 Impact Award Winner James R. Danz Chief Marketing Officer DIAMOND RESORTS INTERNATIONAL Linnea Johnson Director of Consumer Services UNILEVER CONSUMER SERVICES. N.A. Fortune’s Most Admired Companies, Fortune Global 500 David Ciccarelli President / Chief Executive Officer, Voices.com 1to1 Impact Award Winner, CRM Elite Award Winner 2007 Bob Simmonds VP of Travel Operations DISNEY DESTINATIONS Karen Vaughn VP, Vendor Management GUTHY-RENKER Electronic Retailer Award Winner Julie Marks Miller Vice President, ADP TRAINING AND LEADERSHIP #2 on Fortune’s Most Admired Companies 2008 See inside for details… IncreasingCustomer Satisfaction January 26-29, 2009 | Disney Contemporary Resort | Orlando, FL LEARN FROM LEADING PRACTITIONERS: US GREEN BUILDING COUNCIL CIT GROUP INC. Fortune 500 CANADA POST Canada’s Top 100 Employers 2008, EMPIRE TODAY #1 Specialty Retailer in the U.S., Top 200 Brands in the USA HUMANA Fortune 100, Forbes The 400 Best Big Companies OFFICE DEPOT Corporate Research International Survey’s Customer Services Best in Class CONSTANT CONTACT 2008 Stevie Award Bust Customer Service Team ASSURANT SOLUTIONS CANADA ORCCA’s Contact Center of the Year NJ SHARES UNITED STATIONERS SUPPLY CO. Fortune 500 EARTHLINK J.D. Powers Highest Customer Satisfaction Among Internet Service Providers WPS HEALTH INSURANCE 2008 Top Milwaukee Workplace Award (Business Journal) AMERICAN TELESERVICES ASSOCIATION THE STEVIE AWARDS OPTIONSXPRESS Fortune Magazine’s Top 100 Growth Companies; Barron’s Best OnlineBroker SOUTHWEST BUSINESS CORPORATION Fast Track Winner #1 (San Antonio Business Journal) 2 PRACTITIONER LED WORKSHOPS: REGISTER BY NOVEMBER 21ST TO SAVE UP TO $600 TM Customer Focused Strategies for Success in an Economic Storm
  2. 2. Who Should Attend Dear Executive: Running a call center is challenging in the best of times: CFOs are continuously asking you to do more with less while the technology is always advancing - you have to run fast to stay even with your competitors. NOW we have the financial crisis that will directly or indirectly exacerbate the situation. As the economic storm breaks across your company, you will encounter hypersensitive customers who anger at the slightest mistake or service gaff, regulators assuming everyone is guilty until other wise proven, and a management bunker, survival mode mentality. Your mandate is clear – keep the customers you have at a small cost. Many of the speakers at this important Call Center Summit have already weathered similar mandates in previous storms. They will help guide you through the current economic storm, but you mustregister for the event in order to receive their insights! This conference will help you address the following issues:• What technology will help you give better service at lower cost with a rapid payback?• How do you help your staff to feel and actually be more successful so that turnover is reduced and efficiency is enhanced? • How do you enhance your agent empathy skills and maximize their relationships with customers?• What are the best strategies for taking customer feedback and turning it into business opportunities?• How do you demonstrate to top management that you don’t just answer calls but actually are the key manager of thecustomer experience? Learn from a cadre of accomplished practitioners who will share lessons learned and practical successful techniques. We will take a proactive, positive approach to the economic uncertainty by viewing it as an opportunity to increase our competitive advantage and strengthen your brand and company, as well as your position within your company. Now – more than ever – we must focus on creating the best possible customer experience. Consumers are changing what they buy and what experiences they want. New research from TARP Worldwide shows that interaction with the call center can have twenty times the impact on a customer’s opinion of your company as advertising or a snazzy website. Such data shows the CMO that investment in your call center is much more cost effective than another million dollars in ads. The same research shows that 12% of dissatisfied web customers go to a buddy list and tell 68 others. Your call center is both a word of mouth and WORD OF MOUSE management system. This conference will help you quantify the payoff of improved service in a manner the CFO will accept and support. Get ready for an exciting opportunity for learning, sharing and networking. I look forward to seeing you in Orlando for what’s promising to be a must attend eye-opening event! Sincerely, The International Quality and Productivity Center Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com2 Table of Contents What’s New This Year..........................3 Agenda-at-a-Glance .............................4-5 Pre-Conference Workshops..................6-7 Main Conference Day 1 ....................8-10 Main Conference Day 2.....................11-12 Post-Conference Workshops................ 13 About the Sponsors.............................14 Who Should Attend?.............................14 Pricing .....................................................15 Venue.......................................................15 Registration Information .......................15 TM This event will appeal to any executive focused on maximizing the performance of their call center and providing an exceptional customer experience. Some key functions include: Operations/Quality executives will learn how to improve overall customer service delivery Customer Service executives will see examples of how call centers are demonstrating ROI and service delivery. Business Analysts will learn how to transform data into information. Workforce Management directors will see examples of how call centers are making the most out of their resources, and expanding and contracting. Employee Development and Training directors will understand how agent performance metrics can form the basis of improved agent behaviors. Sales/Marketing will learn how they can benefit from a well managed customer experience Human Resources will discover best strategies for hiring, compensating and career pathing Call Center technology experts will see the latest tools and technologies from our speakers and exhibition hall
  3. 3. Four CEOs in One Event The earlier you register, the more you save. See page 15 for details… New site tours to Disney and Contact Centers of America! 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 networking opportunity. New Site Tours All but one of the workshops is BRAND NEW including the introduction of the two-practitioner led workshops. Why leave one? Because it’s the highest- rated workshop session that you voted to bring back! Darryl Flores is the Workforce Manager for Southwest Business Corporation, a recognized leader in the financial services industry. He will be leading a workshop entitled “This Means That”…Metrics that Matter from the CSR to the CEO.” Philip Bennett is the Executive Vice President/Signature Services at optionsXpress, an online broker specializing in all types of derivative trading. Mr. Bennett will be leading an interactive workshop on “Leadership – How motivating and inspiring can help you exceed customer and performance expectations. All New Workshops This must-attend event presents focused sessions in the topics essential to your business including: • Customer-focused strategies to maximize customer retention and maximize your customer base • Tune-up your recruitment and management skills in the new track titled “People Power” • Gain insights on new metrics that will help measure ROI in the “Measurements Strategic Performance ROI track • The tried and true “Tools and Technology” track has a special focus on tools that enhance both the agent and customer experience New Track Themes WHAT’S NEW THIS YEAR! Four leading CEOs will show you step by step they leverage their call centers for company- wide profit and growth. Michael Chen President and CEO of Media, Communications, and Entertainment, GE COMMERCIAL FINANCE Vice President and Officer, GE David Ciccarelli President/Chief Executive Officer VOICES.COM Napoleon Barragan Founder and CEO 1800MATTRESS.COM Tim Searcy CEO AMERICAN TELESERVICES ASSOCIATION (ATA) These C-Level executives will share their viewpoints on why focusing on the customer is one of their top business priorities. Web Exclusives: Only at www.callcenterevent.com • Speaker Bios • Speaker Q&As • Past Brochures • Photos from Call Center Summit 2008 • Press Releases and Media Information • Downloadable agenda • Sneak Peak at Call Center Week 2009 • Things to Do In Orlando • Video Testimonials • Audio Clips from Call Center Week Log on to www.CallCenterEvent.com to see more. 3Sponsored by: IncreasingCustomer Satisfaction
  4. 4. DAY ONE Pre-Conference Workshops: Monday, January 26, 2009 DAY TWO Main Conference: Tuesday, January 27, 2009 A BUse Your Contact Center To Thrive In An Economic Downturn, Joseph Heinen,Vice President, Marketing Communications, GENESYSA B 8:00am-11:00 am Choose A or B “You’ve Measured, and Measured, and Measured, NOW WHAT?”, Jon Cordova, COO, SIVOX PARTNERS A BE F 2:30pm-5:30pm Choose E or F Site Tour: Contact Centers of America, Joseph Jacoboni, President and CEO, CONTACT CENTERS OF AMERICA, LLC, Mansour Salame, CEO, CONTACTUAL A B 11:15am-2:15pm Choose C or D Lunch will be served C Using the Voice of the Customer to Reduce Workload and Drive Self-Service Success, John Goodman, Vice Chairman, TARP WORLDWIDE D Develop and Implement a Virtual Contact Center for Customer Effectiveness and Operational Efficiency, Pearl Wong, Director of Program Management, TRANSERA AG 6:00pm-8:30pm SPECIAL PRACTITIONER LED DINNER WORKSHOP! Leadership: How Motivating and Inspiring can help you Exceed Customer and Performance Expectations, Philip Bennett, Executive Vice President/Signature Services, optionsXpress Call Center Summit Agenda-at-a-Glance Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com4 FIRST CALL RESOLUTION - Applying the four R’s To Improve your FCR, Tony Fassette, Director, BCM Business Development, Americas, SAP Business Communications Management, SAP AMERICA 7:15 Registration and Coffee 8:00 Chairperson’s Opening Remarks 8:15 CEO KEYNOTE: Strategies for Success in a Downturn Economy, Napoleon Barragan, Founder and CEO, 1800MATTRESS.COM 9:10 KEYNOTE: “Creative Solutions: Turning Lemons into Lemonade”, Linnea Johnson, Director, Consumer Services, UNILEVER CONSUMER SERVICES, N.A. 10:05 Morning Networking Break & Vendor Showcase 10:50 KEYNOTE: Maintaining Control in a Virtual Contact Center Environment, Prem Uppaluru, CEO, TRANSERA COMMUNICATIONS, Kevin Buckley, Director of Operations, OFFICE DEPOT 11:35 Creating a Culture that Provides “Perfect Service” – Internal and External, Detoria Divon Mason, Medicare Operations Supervisor, HUMANA INC. 12:25 Networking Luncheon 1:25 Inspiring Excellence Through Proactive Leadership, Richard Moore, Vice President , Customer Services - Canada Assurant Solutions - Kingston Operations Centre TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture Concurrent sessions. Choose track A, B or C TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience TRACK C: Measurements and Strategic Performance ROI Employing CRM to Boost Agent Productivity and the Customer Experience, David Ciccarelli, CEO, VOICES.COM Driving the Customer Experience with Technology and Measuring Performance with Net Promoter Scores, Bridget Moscatello, Vice President of Customer Operations, EMPIRE TODAY Million Dollar Baby: Innovative and Effective Performance and Measurement Strategies, Karen Vaughn, VP, Vendor Management, GUTHY-RENKER Customer Value Management– Measuring Customer Experience From End-to-End, Janet LeBlanc, Director Customer Value Management, CANADA POST CORPORATION, Michael Gallagher, President, The Stevie Awards
  5. 5. A BH I 8:00am-11:00 am Choose H or I Managing Call Center and Home-Based Agents on an Integrated Online Platform, Sanjay Kumar, Ph.D, CEO, vCUSTOMER CORPORATION SPECIAL PRACTITIONER LED WORKSHOP! “This Means That”…Metrics that Matter from the CSR to the CEO, Darryl Flores, Workforce Manager, SOUTHWEST BUSINESS CORPORATION (SWBC) A BJ K 8:00am-11:00 am Choose J or K Site Tour: Disney Destinations, Bob Simmonds, VP of Travel Operations, DISNEY DESTINATIONS Improving Agent Productivity with Desktop Automation, Les Singleton, Solutions Architect, OPENSPAN, INC 5Sponsored by: DAY THREE Main Conference: Wednesday, January 28, 2009 DAY FOUR Post Conference Workshops: Thursday, January 29, 2009 7:15 Registration and Coffee 8:00 Chairperson’s Opening Remarks 8:15 Special Keynote: The “4 I’s” Customer Model, Michael Chen, President and CEO, Media, Communications, and Entertainment, GE COMMERCIAL FINANCE, also Vice President and Officer of GE 9:15 KEYNOTE: The Revolution is Here – Customer Satisfaction = Customer Loyalty, Joe Jacoboni, President and CEO, CONTACT CENTERS OF AMERICA, Mansour Salame, CEO, CONTACTUAL 10:00 Morning Networking Break and Vendor Showcase 10:45 ROUNDTABLE DISCUSSIONS 2:15 Afternoon Networking Break and Vendor Showcase 2:45 Afternoon Keynote: Measurements and Strategic Performance ROI. Making the Quantum Leap Forward While Serving a Complex Customer Base, Vincent Chiusano, Manager of Customer Service, US GREEN BUILDING COUNCIL 3:30 CLOSING KEYNOTE: Focusing on the Basics for Measurable ROI, Stephen Hilliard, Vice President, THE ST. JOE COMPANY 3:00 Afternoon Networking Break and Vendor Showcase 3:40 SPECIAL Panel session: The Offshore/Onshore Debate, Tim Searcy, Chief Executive Officer, AMERICAN TELESERVICES ASSOCIATION, Bob Simmonds VP of Travel Operations, DISNEY DESTINATIONS, James R. Danz (“Jim”), Chief Marketing Officer, DIAMOND RESORTS 4:40 AFTERNOON KEYNOTE: Legacy Leadership – Inspire and Motivate to Excellence, Julie Marks Miller, Vice President, ADP TRAINING AND LEADERSHIP DEVELOPMENT 5:35 Cocktail Reception – Please bring plenty of business cards! 11:45 “Per-Fessional”- Leading Teams by Merging Personal and Professional Into One, Greg Troxell, Customer Care Supervisor, UNITED STATIONERS SUPPLY CO. 12:35 Networking Luncheon 1:35 Connecting with Empathy During an Uncertain Economy, Kimberly Warrick, Client Service Center Manager, NJ SHARES TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture Concurrent sessions. Choose track A, B or C TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience TRACK C: Measurements and Strategic Performance ROI Panel Session: Communicate Vital Information in Real-Time Across your Enterprise to Drive Performance, Matt Wheat, National Sales Manager, TEXAS DIGITAL, Denny Kolvek, Director, Response Services, DATACORE MARKETING Proactive Chat for Customer Support and Bottom Line Benefits, Michael Murphy, Senior Manager, Call Center Innovation, EARTHLINK Optimizing Contact Center Resources During Tough Times, Steve Sullivan, Vice President, Call Center Technologies, CIT GROUP, INC Taking Customer Feedback and Turning it into Business Opportunities, Barb Bleiler, Manager Client Support, WPS HEALTH INSURANCE 2:15 Succession and Continuity Planning for Success, Philip Bennett, Executive Vice President/Signature Services, optionsXpress Speech Analytics: Improve Your Bottom Line AND Create A Customer-Centric Enterprise, Jeff Gallino, CTO, Chairman and Co-founder, CALLMINER The Call Center’s Impact on the Customer Experience, Larry Streeter, VP of Customer Support, CONSTANT CONTACT IncreasingCustomer Satisfaction
  6. 6. DAY ONE Pre-Conference Workshops: Monday, January 26, 2009 A B Using the Voice of the Customer to Reduce Workload and Drive Self-Service Success C D MetricsEssentials 11:15am-2:15pmChooseCorDLunchwillbeserved First Call Resolution (FCR) is a critical key performance indicator for measuring your call center’s productivity, efficiency, and customer experience. FCR relies on your organization’s ability to quickly mobilize its resources based on immediate customer needs. This requires an integrated, holistic approach to customer service that includes the initial touch point and follows through metrics. What You Will Cover: In this hands-on interactive workshop, we will examine four key components that drive first call resolution: • Right knowledge • Right channel • Right information • Right now! What You Will Learn: Learn best practices for: • Defining what FCR actually is and what it means to your business and your customer • Creating a balanced view of your call center’s overall performance • Calculating and measuring FCR • Creating reporting capabilities to identify gaps • Driving first call resolution in your company to maximize productivity and customer satisfaction Tony Fassette, Director, BCM Business Development, Americas, SAP Business Communications Management, SAP AMERICA FIRST CALL RESOLUTION - Applying the four R’s To Improve your FCR Use Your Contact Center To Thrive In An Economic Downturn A B 8:00am-11:00amChooseAorB “You’ve Measured, and Measured, and Measured, NOW WHAT?” Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com6 It’s about your agents and their productivity – equip them and put them into action! What You Will Cover: In this workshop, you will discover the role your agents and supervisors play in achieving your company’s objectives, how they can best deliver on their KPI’s and how you can equip and action them to achieve significantly better results. You’ve spent a lot of time and money on quality monitoring (QM) and measuring. Now it’s time to put the QM learning into action by raising the competency level of your front line employees who will ultimately deliver the benefits. Examine two case studies where companies took action that had a significant impact on their results and measured the return. What You Will Learn: Hear several real-life scenarios about companies that equipped their agents and supervisors with a revolutionary technology namely live simulations using speech analytics to give them a real-life experience. Putting this capability into action enabled these companies to achieve significant benefits in the following areas: • Confidence in their ability to take real calls and deliver upon KPI’s • Significantly improved agent productivity as measured by improvements in the following areas: - On-boarding time - First Call Resolution - Average Handle Time - Average Hold Time - Total Calls Handled - Transfer Rate Jon Cordova, COO, SIVOX PARTNERS Up to 30% of service contacts are preventable if there was better communication with the customer up front and more effective self service mechanisms. BUT 70% of Voice of the Customer processes have little or no impact. Your VOC process should indicate where these opportunities are. It should help you quantify how much money you are leaving on the table (in a manner the CFO will accept) by not investing in customer education and self service. What You Will Learn: Mr. Goodman will help you: • Understand the preventable drivers of service workload and the barriers to self service • Quantify the revenue implications of better service • When self service actually costs you revenue • How to identify major opportunities for preventable workload • How to enhance utilization of self service • Key aspects of an impactful Voice of the Customer John Goodman, Vice Chairman, TARP WORLDWIDE Your customer experience is everything. It impacts every aspect of your business—from agent productivity to customer retention to stock price. What You Will Cover: Explore the 7 essentials for a dynamic contact center: • Offer an inviting, intelligent customer front door • Communicate the way customers want • Contact your customers before they contact you • Never leave your important customers on hold • Bring agents anywhere/anytime to service customers • Bring every department together to service the customer • Create an experience dashboard What You Will Learn: Discover how to deliver and maintain an unmatched level of customer service and satisfaction that will not only help you retain your existing customers but also grow your business. Joseph Heinen,Vice President, Marketing Communications, GENESYS What’s an All Access Pass? One discounted price grants an all-access pass to anything and everything including workshops and site tours! It’s a must for any new Call Center manager. See page 15 for details…
  7. 7. DAY ONE Pre-Conference Workshops: continued 2:30pm-5:30pmChooseEorF This tour of CCA’s headquarters will give you an opportunity to experience their innovative 31,000-square-foot, 260 work station contact center. Also see a demonstration of their integrated state-of- the-art On-Demand technology utilizing Contactual’s ACD, IVR and virtual switch. Learn how CCA differentiates themselves from other contact centers through its unique delivery model, technology and solutions. CCA is not just “butts in seats” to their clients but a provider of high quality cost effective customer support and services. With our blended workforce of brick and mortar, college students and at home agents (utilizing disabled vets and retirees) CCA offers a wide array of support, telesales and services to its clients. Learn how CCA partners with universities to utilize students and integrates their client services into their curriculum. CCA’s first university partner is Valencia Community College (VCC). The site you will visit is on VCC’s campus. Learn how CCA has integrated their recruiting, screening and training processes and procedures with VCC to lower their overall recruiting and training costs. We will walk you through our processes and procedures for training and development of our staff. In addition, you will get a hands-on demonstration of Contactual’s On-Demand technology. Joseph Jacoboni, President and CEO, CONTACT CENTERS OF AMERICA, LLC Mansour Salame, CEO, CONTACTUAL Site Tour: Contact Centers of America SITETOUR G 6:00pm-8:30pm E Develop and Implement a Virtual Contact Center for Customer Effectiveness and Operational Efficiency What You Will Cover: Leading call center executives are improving the customer experience while decreasing operational and technology costs with a virtual contact center. This interactive session will describe the essential guidelines and tools required for implementing a virtual contact center that promises to deliver substantial cost savings and higher quality customer interactions. What You Will Learn: • Best practices in managing a virtual call center by utilizing a suite of tools and techniques • How to measure service level adherence across disparate agents, call center sites and technologies. • How to assess key performance indicators against service level agreements • How to use metrics as the driver of overall effectiveness and service level adherence across a virtual call center • How to obtain visibility into distributed call center operations Pearl Wong, Director of Program Management, TRANSERA Some feedback from this workshop’s previous attendees: “Fun workshop. Love the Case Studies,” - Senior Manager of Customer Loyalty, Zappos.com “The whole concept was very effective with exchange of ideas within groups, then within the class via the presentation,” - Senior Manager Technology & Quality, Figis/Crosstown Traders F BACKBYPOPULARDEMAND! 2:30pm-5:30pmChooseEorF This tour of CCA’s headquarters will give you an opportunity to experience their innovative 31,000-square-foot, 260 work station contact center. Also see a demonstration of their integrated state-of- the-art On-Demand technology utilizing Contactual’s ACD, IVR and virtual switch. Learn how CCA differentiates themselves from other contact centers through its unique delivery model, technology and solutions. CCA is not just “butts in seats” to their clients but a provider of high quality cost effective customer support and services. With our blended workforce of brick and mortar, college students and at home agents (utilizing disabled vets and retirees) CCA offers a wide array of support, telesales and services to its clients. Learn how CCA partners with universities to utilize students and integrates their client services into their curriculum. CCA’s first university partner is Valencia Community College (VCC). The site you will visit is on VCC’s campus. Learn how CCA has integrated their recruiting, screening and training processes and procedures with VCC to lower their overall recruiting and training costs. We will walk you through our processes and procedures for training and development of our staff. In addition, you will get a hands-on demonstration of Contactual’s On-Demand technology. Joseph Jacoboni, President and CEO, CONTACT CENTERS OF AMERICA, LLC Mansour Salame, CEO, CONTACTUAL Site Tour: Contact Centers of America SITETOUR E Develop and Implement a Virtual Contact Center for Customer Effectiveness and Operational Efficiency What You Will Cover: Leading call center executives are improving the customer experience while decreasing operational and technology costs with a virtual contact center. This interactive session will describe the essential guidelines and tools required for implementing a virtual contact center that promises to deliver substantial cost savings and higher quality customer interactions. What You Will Learn: • Best practices in managing a virtual call center by utilizing a suite of tools and techniques • How to measure service level adherence across disparate agents, call center sites and technologies • How to assess key performance indicators against service level agreements • How to use metrics as the driver of overall effectiveness and service level adherence across a virtual call center • How to obtain visibility into distributed call center operations Pearl Wong, Director of Program Management, TRANSERA Feedback from this workshop’s previous attendees: “Fun workshop. Love the Case Studies,” - Senior Manager of Customer Loyalty, Zappos.com “The whole concept was very effective with exchange of ideas within groups, then within the class via the presentation,” - Senior Manager Technology & Quality, Figis/Crosstown Traders F BACKBYPOPULARDEMAND! SPECIAL PRACTITIONER LED DINNER WORKSHOP! Leadership: How Motivating and Inspiring Can Help You Exceed Expectations This workshop will focus on how leadership skills can be used to motivate your employees to achieve greater heights. Inspiration and common goals can still be used to do more with less even in today’s materialistic workplace. What You Will Cover: • Recognizing and developing talent • Creating trust can lead to big rewards • Creating the essential buy-in; turning your key staff into raving fans • Managing incentives, the little things often mean more • Office politics “Survivor”: Do leadership skills place a target on your back? • How to identify your team’s skills and create an environment to achievement, both for your unit and their individual growth “One 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." - Manager of Customer Satisfaction Loyalty, Sprint Nextel Don’t Take Our Word For It...Rave Reviews from Our Call Center events: “The conference was well organized and very informative. I learned a lot and appreciate the opportunity to hear from other successful professionals.” - David Belew, Service Director, American Bar Association “Very content-packed conference” - Diane Gerard. CRM Business Advisor, Gordon Food Service Register now on page 15! What You Will Learn: Learn ways of building a loyal group whose goals are aligned with yours and the companies and that will strive to deliver excellence for both the customer and the firm. • Putting the “I” in Team, how individuals make the overall team stronger • How to mold a unified group that will work together to deliver superior service to your customers • How to build a team that is capable of achieving the unit’s goals, and advancing as upward mobility is created Philip Bennett, Executive Vice President/Signature Services, optionsXpress 7Sponsored by: IncreasingCustomer Satisfaction
  8. 8. DAY TWO Main Conference: Tuesday, January 27, 2009 7:15 Registration and Coffee 8:00 Chairperson’s Opening Remarks 8:15 CEO KEYNOTE: Strategies for Success in a Downturn Economy This valuable and informative keynote session will present a customer-focused approach that drives revenues and customer satisfaction. 1800mattress.com is the nation’s leading multi-channel bedding retailer which has been recognized nationally for its focus on customer service and ethical business practices by Crain’s New York Business, the Latino Better Business Bureau and the National Society of Hispanic MBAs. The foundation of the company’s success is universally applicable to numerous other retail venues. President and CEO Napoleon Barragan, an entrepreneurial success story and author of the 1997 book How To Get Rich with a 1-800 Number, will offer top strategies for success, including: • Motivating employees to understand the value of customer service • The essential role of the call-center in multi-channel world • Using a 1-800 number to build a company • The importance of “hearing” your customer Napoleon Barragan Founder and CEO 1800MATTRESS.COM Crain’s New York Business: 100 Most Powerful Minority Business Leaders 9:10 KEYNOTE: “Creative Solutions: Turning Lemons into Lemonade” Consumer services at Unilever, once considered a “complaint department” now offers insights and solutions to departments throughout the company. This session stems from Linnea Johnson’s two-part interview with Customer Relationship Management (CRM) Magazine, the flagship publication for SOCAP International. Find out how Unilever Consumer Services is “turning lemons into lemonade” every day telling departments that they have a problem and then offering them a solution. Learn how to: • Partner with internal departments including marketing, research and development, quality control and legal • Add value by providing consumer insight and enhanced consumer understanding • Employ surveys and focus groups to provide enhanced consumer insight • Offer guidance to research and development • Build brand loyalty with responsive service and targeted programs Linnea Johnson Director, Consumer Services UNILEVER CONSUMER SERVICES, N.A. 2008 Forbes: The 400 Best Big Companies 10:05 Morning Networking Break & Vendor Showcase 10:50 KEYNOTE: Maintaining Control in a Virtual Contact Center Environment Customer service has risen to the top of the agenda for CEOs in every industry. Business leaders are scrutinizing their service organizations to pinpoint and correct service problems, improve operating efficiencies, and lock-in customer loyalty to their brands. In the contact center industry, Web 2.0 and Software-as-a-Service (SaaS) technologies are driving a new level of capability and performance beyond what was possible with traditional premises-based offerings. During this session, Office Depot will describe the benefits and cost savings they are realizing with an on-demand virtual contact center. Learn how they’ve been able to maintain visibility and control over their distributed contact center with zero technology investment. Prem Uppaluru CEO TRANSERA COMMUNICATIONS Kevin Buckley Director of Operations OFFICE DEPOT Fortune 500 11:35 Creating a Culture that Provides “Perfect Service” – Internal and External Our distinguished speaker, recently honored as a Best Contact Supervisor of the Year, is the leader of a committee entitled “Perfect Service.” The committee comprised of 20 people, including supervisors, team leads and associates, aims to get associates more engaged and customers more satisfied. Find out how Humana Inc. creates an environment where people want to come to work and achieve excellence by utilizing the following: TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture Concurrent sessions. Choose track A, B or C TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience TRACK C: Measurements and Strategic Performance ROI Employing CRM to Boost Agent Productivity and the Customer Experience Voices.com is the service that connects businesses with professional voice-over talent. Find out how the company earned a coveted 1to1 Impact Award for Full-Suite CRM by leveraging CRM to handle the complexity of 25,000 profiles representing 100 languages. • Creating a customized, flexible package that grows in alignment with corporate growth • Generating sales in an inbound call center with a “soft Million Dollar Baby: Innovative and Effective Performance and Measurement Strategies Saving a million dollars - with a simple tweak to their script - was just the tip of the iceberg for this well-known direct marketer. Leveraging quality experts, six-sigma processes and customer service best practices, Guthy-Renker is leading the pack with their innovative and effective performance and measurement strategies. In this session, you'll learn how they measure agent performance accurately, effectively and with real business impact in order to improve customer retention 8 KEYNOTE KEYNOTEKEYNOTE
  9. 9. DAY TWO Main Conference: continued • The “filter” program – running everything through a filter to ensure that the team is courteous, accurate, reliable, proactive, and efficient while ensuring call quality and ease of systems • The “blast in the past” motivational day whereby associates pick their favorite decade be it the 50’s, the 90’s etc. and dress in costume • Listening to employee feedback and creating an environment where associates feel they can express themselves • Implementing job shadowing and career pathing programs to retain top talent Walk away with great insight on monetary and non-monetary rewards that balance performance and metrics with fun team-building activities. Detoria Divon Mason Medicare Operations Supervisor HUMANA INC. Best Contact Center Supervisor of the Year (2008) 12:25 Networking Luncheon 1:25 Inspiring Excellence Through Proactive Leadership Learn how to create a culture that inspires excellence. The session will include a discussion of ROI and metrics with an emphasis on bringing it all back to business results. Discover how to: • Achieve superior results through appreciation and relationships • Cultivate continuous learning and development through one-on-one coaching, job shadowing, mentoring and educational partnerships • Implement an open-door policy to offer guidance, communication and support at all levels and within all departments Richard Moore Vice President, Customer Services - Canada Assurant Solutions - Kingston Operations Centre Ottawa Regional Contact Centre of Year Award 2008 sales” consultative approach • Employing customer engagement metrics for tracking the progress of meeting service and business objectives • Achieving a 100% user adoption of CRM by creating dashboards for employees to track team performance and progress toward bonuses. Find out how Voices.com has realized a 62% increase in sales, as well as a 215% increase in leads in the first three months of implementation. David Ciccarelli CEO VOICES.COM Nominated for Young Entrepreneur of the Year Award - Business Development Bank of Canada Driving the Customer Experience with Technology and Measuring Performance with Net Promoter Scores Find out how technology provides the foundation for success within EMPIRE TODAY, a customer-driven organization. Learn how the company’s focus and unwavering dedication to improving the Net Promoter Score yields award-winning results. Hear key insights on how Empire is: • Leveraging technology as a tool for improved internal communication and customer experience enhancement • Measuring against the Net Promoter Score loyalty metric • Monitoring employee success with Net Promoter Score programs Bridget Moscatello Vice President of Customer Operations EMPIRE TODAY 2008 American Business Award for Best Customer Service Organization. #1 Specialty Retailer in the U.S., Top 200 Brands in the USA Awarded 6 2007 Angie’s List Service Award Winner 2008 Stevie Award – Best Customer Service Organization and conversion. You’ll also learn how quality affects the entire organization and how this is an ongoing and iterative process that they are still refining and measuring today. Some of the initiatives include: • Business Intelligence Programs • Probability Impact Matrix • Quality Form Enhancements • Consolidated Reporting • Gage Reproducibility and Repeatability (R&R) Karen Vaughn VP, Vendor Management GUTHY-RENKER High growth company = average annual growth rate of 25% over the last 10 years Customer Value Management– Measuring Customer Experience From End-to-End Find out how to incorporate feedback into business planning, process improvement, employee scorecards and rewards system Learn how feedback will help your organization: • Excel with problem resolution and first call resolution in the call center • Employ a sophisticated transactional survey as a performance measurement tool to identify performance at agent level, regional level and even at the corporate level • Convince the company how important resolution is to the business, customer and the bottom line • Link improvements in customer service to bottom-line benefits • Raise engagement of customer service agents – sharing emotions, being engaged, demonstrating empathy Janet LeBlanc Director Customer Value Management CANADA POST CORPORATION Stevie Award Winner: Best Customer Service Department/Organization Michael Gallagher President The Stevie Awards 9Sponsored by: Bring a team to make sure you’ve covered all bases. Significant team discounts are available. See page 15 for details… Focus on the critical Net Promoter Score IncreasingCustomer Satisfaction
  10. 10. DAY TWO Main Conference: continued 2:15 Succession and Continuity Planning for Success Today’s workplace environment presents many challenges when it comes to continuity and succession planning. One of the first challenges every manager or key person faces is finding and training their replacement. By matching talents and areas of interest, you can build a workforce that can adapt to any change, and be ready for upward mobility as the need arises. Key takeaways: • Building trust in uncertain times is critical to any successful plan • How to generate employee interest in cross training • How to create a succession plan that will adapt to the growth the success creates Philip Bennett Executive Vice President/Signature Services optionsXpress Fortune Magazine top 100 Growth Companies Speech Analytics: Improve Your Bottom Line AND Create A Customer-Centric Enterprise What does this technology really mean to your business? Get the latest trends on speech analytics uses and ROI. Learn how companies are successfully deploying speech analytics to improve contact center and enterprise performance with a rapid and high return on investment. Learn: • Customer Satisfaction Best Practices: solve your key business pains – understand why your customers are calling and what is happening on conversations to improve first call resolution, reduce customer churn and maximize sales effectiveness • Benefits, Features and Functionality: matching your needs to the most robust speech analytics software platform • Specific examples of gaining a competitive advantage with speech analytics and ROI in the Communications industry Jeff Gallino CTO, Chairman and Co-founder CALLMINER Driving Focus On The Customer Experience Through The Call Center Learn about the strategy Constant Contact's award-winning Customer Support team uses to focus their associates on delivering an "awe inspiring" experience on every phone, live chat, and email interaction with their customers. In this presentation, you'll hear the details on how use of performance management systems, internal and external quality and customer satisfaction data, and cross-functional programs with key stakeholder departments have fueled the high customer satisfaction and loyalty that has been key to Constant Contact's phenomenal growth. • Performance management program - setting goals for meeting a bonus on a monthly basis tying quality to your performance measurement program • Driving quality from the customer's perspective: incident surveys and • Internal scoring acting on data across the company on a department by department basis and using the data as a training mechanism Larry Streeter VP of Customer Support CONSTANT CONTACT 2008 Stevie Award- Best Customer Service Team. 3:00 Afternoon Networking Break and Vendor Showcase 3:40 The Offshore/Onshore Debate In every debate, there are at least two sides. Through a lively exchange with professionals steeped in practical experience, create your own opinion about whether onshore or offshore is the best solution for your location needs. By attending you will learn: • The changing role of labor costs in choosing the right location based on currency fluctuations • The impact of infrastructures and intangibles such as questions about government stability, weather and data privacy • How smart companies are addressing culture and language challenges including salesmanship, customer service issues and idiomatic concerns • When and how to make offshoring work, and when onshore solutions make the most sense • Where to locate in the world for the optimal return – where is the next India? Panel Moderator: Tim Searcy Chief Executive Officer AMERICAN TELESERVICES ASSOCIATION Confirmed panelists at press time include: James R. Danz (“Jim”) Chief Marketing Officer DIAMOND RESORTS 4:40 AFTERNOON KEYNOTE: Legacy Leadership – Inspire and Motivate to Excellence This compelling keynote will share how you can create superior associate quality and productivity through people-focused leadership. Discover how investing in associate development, building strong relationships, and consistently employing recognition can lead to extraordinary results. This motivational speaker will inspire you as she presents a simple and unique approach that will transform the workplace culture. • Foster loyalty through trust • Leverage associate strengths for maximum results • Focus on people over metrics • Turn potential into performance Julie Marks Miller Vice President ADP TRAINING AND LEADERSHIP DEVELOPMENT 2008 Training Magazine Top 125 – Ranked #20 of the top companies of employer- sponsored workforce training and development. 2008 Fortune Magazine Most Admired Company – Ranked #2 2008 Companies That Care Honor Roll 5:35 Cocktail Reception – Please bring plenty of business cards! Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com10 KEYNOTE SpecialPanelSession
  11. 11. DAY THREE Main Conference: Wednesday, January 28, 2009 7:15 Coffee and Networking 8:00 Chairperson’s Opening Remarks 8:15 Special Keynote: The “4 I’s” Customer Model This keynote approach will focus on building a long-term relationship with your customers through a willingness to listen to their needs and “be there with the customer.” The “4 I’s” model gives a foundation for building this relationship. • Be responsible and honest with the customer • Understand the needs of the customer • Add value beyond just the product or service you’re providing • Make the customer excited to do business with you in the future • Find out how Michael Chen’s “4 I’s” approach can help you win the trust and business of your customers for the long-term. Michael Chen President and CEO Media, Communications, and Entertainment, GE COMMERCIAL FINANCE also Vice President and Officer of GE 2008 Pinnacle Award by the Asian American Business Development Center. 9:15 KEYNOTE: The Revolution is Here – Customer Satisfaction = Customer Loyalty With more than half a century of combined experience, Joseph Jacoboni and Mansour Salame will guide you through the current state of the contact center industry. Through a focus on customer relationship management and technology, you will leave this presentation with the knowledge and tools to meet the needs of your customers today and in the future. Issues that will be addressed in the presentation include: • Off shoring has led to the decline in customer relationship management and customer satisfaction translating into lost revenue. • What is the true cost of poor customer satisfaction? • The importance of understanding the culture and needs of your customer through effective communication and utilization of state-of-the-art technology • The effects of on-demand technology vs. on-premise technology. • Determining the current and future needs of your customers Joe Jacoboni President and CEO CONTACT CENTERS OF AMERICA Mansour Salame CEO CONTACTUAL 10:00 Morning Networking Break and Vendor Showcase 10:45 ROUNDTABLE DISCUSSIONS Join your peers and colleagues at the popular Call Center Summit round-table discussions. These popular peer-to-peer roundtable sessions are designed to provide an open forum to discuss common challenges and un-common solutions. Select your discussion table based upon the topic most important to yourcontact center. The moderated discussion will yield information, insights and relationships that you’ll be able to use the minute you get back to the office. DON’T FORGET TO BRING YOUR BUSINESS CARDS: Table topics will include: 1. Coaching and Leadership 2. First Call Resolution 3. Performance Metrics 4. Achieving Break-Through Performance 5. Retaining Talent 6. Net Promoter Score 11:45 ”Per-Fessional”- Leading Teams by Merging Personal and Professional Into One This motivational presentation will address how to build a quality team and adapt your leadership style to fit the team. This distinguished speaker has 12+ years of call center management experience and is proud to always experience the lowest turnover in the company. Find out how you can achieve similar accomplishments by taking a personal interest in employees, creating a “fun” atmosphere and inspiring excellence. Key takeaways will include: • Morale Boosting • Becoming a superhero leader • Reducing turnover Greg Troxell Customer Care Supervisor UNITED STATIONERS SUPPLY CO. Fortune 500, past call center week delegate that graduated to speaker faculty TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience TRACK C: Measurements and Strategic Performance ROI Panel Session: Communicate Vital Information in Real-Time Across your Enterprise to Drive Performance Learn how real-time data can motivate employees, while showing them how their actions affect immediate change. • Manage key metrics in various areas of your business in the palm of your hand to drive productivity • Drive improvement in your call center with better feedback • Elevate service and performance utilizing up-to-the second business vitals Learn how you can save your call center money and increase agent and customer satisfaction. Moderator: Matt Wheat National Sales Manager TEXAS DIGITAL Denny Kolvek Director, Response Services DATACORE MARKETING Optimizing Contact Center Resources During Tough Times This session will explore how CIT Group, a leading commercial and consumer finance company, gets the most mileage out of its contact center resources by optimizing outbound customer contact.Topics to be covered include: • Unique challenges in customer care in a financial services environment • Improving right-party contacts • How to identify and learn from patterns in customer behavior • After the right party is reached, ensuring customers have a positive experience for repeat business • List management strategies and techniques Steve Sullivan Vice President, Call Center Technologies CIT GROUP, INC Fortune 500 11Sponsored by: Learn unique ways to motivate and energize yourself and your team! Don’t miss the Contact Centers of America Site Tour (see workshop F) Concurrent sessions. Choose track A, B or C IncreasingCustomer Satisfaction
  12. 12. DAY THREE Main Conference: continued 12:35 Networking Luncheon 1:35 Connecting with Empathy During an Uncertain Economy New Jersey SHARES (NJS) is the only statewide, nonprofit 501(c)(3) organization which provides grants to pay the utility bills of households in need through a statewide network of more than 170 community-based social service agencies and government offices. Find out how the small center (21 agents handling 138,000 calls/year) provides excellent customer service and one stop shopping without making customers feel degraded that they are in need of financial assistance. • New Jersey SHARES and Mission • Hiring, Training and creating and empathetic reps • Focusing on empathy during financial hard times • Everyone deserves an excellent customer service experience Kimberly Warrick Client Service Center Manager NJ SHARES Kimberly is a frequent IQPC Call Center delegate that has ‘graduated’ to the speaker faculty Proactive Chat for Customer Support and Bottom Line Benefits Internet service provider Earthlink recently won a coveted Bronze 1to1 Impact Award for Customer Service Optimization based on their proactive approach to providing a seamless experience, with quick problem resolution. In 2006, the company launched a solution that monitors online visitors, pinpoints customers requiring assistance, and invites customers to resolve their issues via chat as the first contact point. In this presentation, you will find out how the company has greatly enhanced its satisfaction and resolution rates while realizing significant business results. • Creating an “invitation chat” strategy for increasing agent productivity and providing customers with improved online navigation • Employing chat specific metrics, including First Contact Resolution (FCR), CSAT, AVT, and Average Concurrency • Realizing business benefits, including: 20% reduction in call volume, 88% customer satisfaction with chat and 7% increase in FCR Find out how the company handles 2.5 million chats per year with a savings of $3-5 per contact by chat as opposed to phone. Michael Murphy Senior Manager, Call Center Innovation EARTHLINK 1to1Impact Awards Winner, Bronze – Customer Service Optimization Taking Customer Feedback and Turning it into Business Opportunities WPS Health Insurance, one of the largest health benefits providers in Wisconsin, has been leveraging word spotting and emotion detection software to improve service, internal training and sales/marketing initiatives. • Employing word spotting to catch key phrases and see how customers are reacting to new products and marketing materials • Identifying agent area of weakness and implementing customized training to improve their correspondence • Understanding how your company is presenting and representing itself to the customer • Taking a proactive approach to marketing materials and quickly clearing up any misunderstandings • Assessing how changes in processes and procedures of other internal departments are impacting your call center Find out how to listen, analyze and act on the voice of the customer by aligning word spotting and emotion detection software. Barb Bleiler Manager Client Support WPS HEALTH INSURANCE 2008 Top Milwaukee Workplace Award from The Business Journal 2:15 Afternoon Networking Break and Vendor Showcase 2:45 AFTERNOON KEYNOTE: Measurements and Strategic Performance ROI. Making the Quantum Leap Forward While Serving a Complex Customer Base The US Green Building Council serves Fortune 100 companies as well as architects, builders and academics and is growing dramatically. Vincent Chiusano, manager of Customer Service, will describe how he is making major improvements to service while continuing to handle an ever expanding volume form a very sophisticated membership. He will describe how the organization: • Created the economic imperative for change • Built a universal CSR training process to increase first contact resolution • Drove creation of clear marketing messages and customer welcome packages to reduce unnecessary contacts • Used voice of the customer to drive process fixes elsewhere in the organization to improve the overall customer experience Vincent Chiusano Manager of Customer Service US GREEN BUILDING COUNCIL Speaker interview Check www.CallCenterSummitEvent.com for more interviews Q - What keeps you up at night? A - Technological challenges, in addition to DC area traffic. Q - Why would an ex actor/standup comedian stay in the call center business for 13 years? A - Endless material. 3:30 CLOSING KEYNOTE: Focusing on the Basics for Measurable ROI “The 1to1 Impact Awards honor organizations that have recently implemented a successful customer strategy with resulting business impact.” (1to1 January/February 2008). The St. Joe Company is one of the largest private landholders in Florida and their luxurious WaterColor Inn & Resort in Santa Rosa Beach, Florida is in the “memory building” business. Our distinguished 1to1 Impact Award winner, will demonstrate how a focus on customer centricity will quickly result in dramatic returns on investment. Find out how this small organization utilized a combination of focused objectives and 3rd party training to recharge the culture, boost service levels and increase revenues by teaching employees how to view their jobs from the customers’ perspectives. • setting clear goals, training and coaching, celebrating success • focusing on repeat business/customer loyalty Stephen Hilliard Vice President THE ST. JOE COMPANY 1to1 Impact Award Winner, AAA Four Diamond Award, Travel and Leisure “World’s Best” List, Conde Nast Traveler “Gold List”, National Geographic Traveler’s inaugural “Stay List” Register Today! Call: Dhaval at 416-597-4754 or e-mail: dhaval.thakur@iqpc.com12 KEYNOTE KEYNOTE Featuring emotion detection software
  13. 13. DAY FOUR Post-Conference Workshops: Thursday, January 29, 2009 SPECIAL PRACTITIONER LED WORKSHOP! “This Means That”…Metrics that Matter from the CSR to the CEO 8:00am-11:00amChooseHorI The rationale to grow home agents are numerous - tapping new labor pools, reducing escalating agent costs and enabling more flexible work schedules. Commuting to and from a call center is quickly becoming a significant challenge for agents; therefore, employees especially part time, are best utilized from their own homes. The community of home agents must be able to leverage every tool that an onsite call center agent can access. Fortunately, tools built specifically for home-based agents enhance call center operations and can be easily deployed to increase productivity, lower overhead and streamline communications. What You Will Cover: • Automating workflows to enable agents, whether at home or in the center, to access every single work related activity online. • The value of online hiring, testing and evaluation, training, scheduling, performance management, and a comprehensive HR management suite. For example, learn why a self-paced, Web-based learning, coupled with an online knowledgebase, can help increase quality by 10%. • The importance to mirror the capabilities of remote and onsite agents. Learn why agent real time access can help increase productivity an average of 15%. • Employing a robust social networking platform that ties all capabilities together to allow home-based agents to have a sense of community that contact center agents have on a daily basis. • The importance of managing agents identically—whether home-based or in the center—through multiple online communication tools such as one-on-one chats, group interactions and companywide forums. • Deploying an online platform in a diverse, multi-national environment to create cohesion with the existing environment while adding a new dimension on a global basis. What You Will Learn: Mr. Kumar will share practical experience to help you successfully manage the operations of home-based agents through an integrated online call center by leveraging technology to increase productivity, lower overhead and streamline communications. Sanjay Kumar, Ph.D, CEO, vCUSTOMER CORPORATION Managing Call Center and Home-Based Agents on an Integrated Online Platform H I In this workshop you will be taken from benchmarking and basic indicators to examining unique and innovative ways to combine metrics to derive a more complete picture of your contact center. What You Will Cover: Mr. Flores will feature the ‘old guard’ indicators as well as present the evolution of new and meaningful metrics that will enable you to have an accurate ‘pulse’ of your contact center. These points will include: • Service Level: Identifying and meeting your goals • Attrition: Internal vs. external • Cost per contact • First call resolution • Adherence • Customer satisfaction • Actual vs. scheduled staff • and many more What You Will Learn: You will participate in real-world exercises that will assist you in clearly defining the metrics that matter in your contact center. Mr. Flores will also share his experience in identifying key audiences for the various indicators. Essential take-a-ways include: • Combining metrics to see a complete picture • Identifying uncommon audiences of your indicators • Tips on implementation Darryl Flores, Workforce Manager, SOUTHWEST BUSINESS CORPORATION (SWBC) Improving Agent Productivity with Desktop Automation 11:15am-2:15pmChooseJorK We’ve got one word for you...Disney. As VP of Travel Operations for Disney Destinations, Bob Simmonds leads the Orlando and Tampa Disney Reservation Centers, turning every interaction into an Ideal (and Magical) Customer Experience. He is also responsible for product development for the Walt Disney Travel Company. Bob Simmonds, VP of Travel Operations, DISNEY DESTINATIONS Site Tour: Disney Destinations J KThis workshop will discuss the desktop challenges common to contact center agents and their impact on productivity and customer experience. Recommendations for improving desktop productivity, including several live demonstrations, will be featured. A number of use cases will also be included. What You Will Cover: This workshop will highlight a number of techniques for improving the productivity of contact center agents and improving the customer care experience, including: • Speeding access to customer data • Automating manual business processes • Extending CRM and legacy applications to meet new business requirements • Unifying and simplifying user interfaces • Arming agents with timely cross-selling information • Exposing additional processes to self-service applications This session will include several extensive live demonstrations highlighting each of the above techniques. What You Will Learn: Gain a deeper understanding of the technologies and techniques available for improving the desktop environments of your contact center agents, which will lead to improved productivity and an improved customer care experience. Les Singleton, Solutions Architect, OPENSPAN, INC 13Sponsored by: BOARD THE BUS! DON'T MISS OUR SITE TOUR. 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 networking opportunity. IncreasingCustomer Satisfaction MetricsEssentials Thefactsabouthome-basedagents IncreasingCustomer Satisfaction
  14. 14. About our Sponsors Keynote Sponsor Contact Centers of America is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena. CCA specializes in providing domestic, on shore, high quality solutions at affordable prices thru its proprietary on-campus program with major universities as well as their unique home agent program utilizing retirees and disabled veterans. Customer service and technical support are provided through multiple contact channels including phone, e-mail, text messaging, web and chat. By utilizing the latest Virtual/On-Demand Call Center Technology, CCA ensures customer satisfaction with the highest service levels in the industry. CCA is headquartered in Orlando, Florida. Website: www.contactcentersofamerica.com Contactual pioneered the use of hosted contact centers that dramatically reduce the costs of outfitting customer service, help desk, technical support and inside sales team operations by eliminating the need for premise-based infrastructure. The Contactual OnDemand Contact Center eliminates all upfront hardware and software costs; enables organizations to operate virtual contact centers with agents working from home and/or multiple sites; and unifies customer communications from phone, VoIP, voicemail, email and Web channels into one routing, queuing and tracking system for maximum efficiency. Contactual is the Red Herring 100 North America winner, 2007 CODiE Award finalist, winner of the Best of Call Center 2.0 award and Best Integration award from NetSuite; has earned the Frost & Sullivan 2005 Global Excellence in Technology Award, and TMC Labs' Customer Interaction Magazine 2005 Innovation Award. Website: www.contactual.com Co-Sponsors CallMiner is the leader in advanced speech analytics providing business intelligence to enterprise organizations from recorded customer conversations. Eureka, the company’s flagship product, is the only speech analytics solution that automatically and accurately discovers the content, context and purpose of an entire conversation and of every call, enabling companies to understand why customers call and how agents respond. With this knowledge, CallMiner customers are able to significantly improve customer service, enhance agent quality, increase sales and impact marketing effectiveness. Website: www.callminer.com Genesys, an Alcatel-Lucent company, is the only company that focuses 100 percent on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted service - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. Website: www.genesyslab.com HyperQuality is the leading provider of third-party quality assurance. With a focus on call center operations, the company evaluates millions of interactions annually between contact center agents and customers and, using advanced analytics, generates actionable feedback for performance improvement. Ultimately, HyperQuality helps companies improve the effectiveness of their customer interactions. Website: www.hyperquality.com Transera Communications is the first company to offer an on-demand global IP call center solution for multi-site, multisourced call centers. SeratelTM , Transera's software, delivered as a service, enables organigations to globalize, diversify and grow call center operations to deliver exceptional customer care with no infrastructure investment required. Transera provides an unprecedented level of visibility, control and quality management empowering organizations of any size to rapidly deploy a feature-rich call center for agents located anywhere in the world, including in-house, outsourced, remote, branch offices or at home. With ■ 30% Manager ■ 25% Director ■ 19% Vice President ■ 15% Supervisor/ Team Lead ■ 4% C- Level/ President ■ 4% Senior Manager ■ 4% Consultant ■ 1% Coordinators ■ 27% Manufacturing ■ 21% Service Providers ■ 19% Finance ■ 9% Insurance ■ 5% Retail Stores ■ 3% Cable and Other Subscriptions ■ 3% Health ■ 2% Education ■ 2% Government ■ 2% Telecom ■ 1% IT ■ 1% Military ■ 1% Labor Unions ■ 1% Legal ■ 1% Utilities ■ 1% Newspaper Publishers ■ 37% Call Center/Contact Center/Customer Service ■ 21% Management: MD/ VP/ Director/ Manager/ GM/ CEO ■ 13% Black Belt/ Operations/ Logistics/Quality Assurance ■ 11% Marketing/Sales ■ 8% HR ■ 3% IT ■ 2% Finance ■ 1% Advisor ■ 1% Utilies/Field Development ■ 1% Clinical Supplies ■ 1% Communications Director ■ 1% Automobile Research and Dev Sponsorships and Exhibits are excellent opportunities for your company to showcase its products and services to high-level, targeted decision makers attending Call Center Summit 2009. Customer Management IQ and Call Center Summit help companies like yours achieve sales, marketing and branding objectives by setting aside a limited number of event sponsorships and exhibit spaces – all of which are custom-tailored to help your company create a platform to maximize its exposure at the event. Sponsorship and Exhibition Opportunities Here’s a Snapshot of Call Center Summit’s Past Delegates Seratel, organizations can connect people, processes and information and handle any customer call, anytime and anywhere across global operations. Website: www.transerainc.com Workbook Sponsor For over 70 years, UNICOR has been employing inmates in America's federal institutions. After years of providing quality good and services to government agencies, UNICOR now has the authority to partner with private sector firms who are sending the work off shore, or contemplating such a move. Our agents are dedicated, motivated and perform at the highest QA standards. Currently operating Directory Assistance, Inbound Help Desk, and Outbound B2B Lead Generation call centers throughout the United States, UNICOR offers a unique advantage...Domestic Outsourcing at Off Shore Prices. Website: www.unicor.gov Workshop Sponsors SIVOX RealCall™ delivers interactive simulations of agent to client conversations that allow your team to hone communication skills, reduce defects and improve customer service. Team members “learn by doing” with real-time coaching and feedback integrated into the experience. RealCall™ evaluates agent performance against best practice including screen navigation, data input and customer dialogue. RealCall™ redefines: • Skills Assessment • Coaching SIVOX solutions deliver measurable ROI through Software as a Service “SaaS”, “pay as you go” methodology. Demonstrated benefits from over 80 contact centers employing over 125,000 agents include: • Cost savings of over $1.3 million per year for every 1,000 agents • Increased revenue generated per agent • Payback in less than 180 days Website: www.sivox.com vCustomer is a leading provider of customer care contact center solutions and services. We leverage the right blend of innovative technology, business analytics and industry expertise to consistently deliver customized, high quality, cost-saving services and solutions. We offer a unique combination of best-in-class contact center services and an integrated, feature-rich CRM suite to help increase your customer lifetime value. Established in 1999 and privately held, vCustomer provides high quality customer lifecycle solutions through state-of-the-art facilities in the United States, India and the Philippines. vCustomer's North American headquarters is located in Kirkland, Washington and they employ more than 4,000 professionals globally. Website: www.vcustomer.com Exhibitors Building on more than 35 years of innovation, Texas Digital is proud to be a leading provider of integrated communication solutions that deliver exceptional value for the call center, cinema, distribution center, financial institution, help desk, network data center and quick-serve restaurant markets. Texas Digital’s QuickCOM is a leading enterprise solution that provides real-time communication of business vitals to contact centers, help desks, command centers and more. Backed by a unique Best Value Guarantee, this complete solution collects, manages and communicates up-to-the-second information to empower fact-based decisions that will improve performance, customer satisfaction and profitability. Website: www.txdigital.com The CXM Recording and Quality Monitoring suite from Co-nexus includes modules for call recording, PC recording, agent performance evaluation, agent coaching and customer satisfaction surveys. This integrated recording and quality monitoring suite is an essential component of the call centers quest to improve overall customer satisfaction. • Skills Development • Certification/Compliance Seniority Industry Job Function 14 CXM utilizes a simple web browser interface making it the easiest recording and QM application available. Recorded data is compressed, indexed with critical call details and stored in a WAV format. For PCI (payment card industry) compliance, encryption is available. To join the CXM Family of 4, visit us in the exhibit hall or at our website www.4cxm.com. Keller Center for Corporate Learning: Empower your employees with the skills and opportunities that give your business a competitive edge. From module-based cohort offerings, to company-wide educational programs, discover how we can help your organization implement learning solutions that address today’s most critical needs— retaining valuable employees, developing managerial abilities, executing critical projects, complying with regulatory mandates and enhancing technical skills. We combine expert instruction, personal attention and innovative educational formats to create tailored solutions that can transform your employees’ performance. Choice of class formats. Courses may be offered at your site, at one of our 80+ locations, or online for global access. Flexible course schedules. Evening and weekend options are available to help balance business commitments and personal priorities. On-going enrollment. Classes begin throughout the year with our convenient eight-week sessions. Website: www.devry.edu; http://corp.keller.edu SpiceCSM provides the only Customer Service Management (CSM) tool that will help to increase productivity while maintaining high quality of service standards. The SpiceCSM suite of software applications is a complete offering of contact center and help desk functionality for the small-to-medium enterprise (SME) customer service organization. Moreover, SpiceCSM applications are available ‘on-demand’ or ‘open source’ to meet your IT deployment preferences. Whether you are a small start-up company looking to establish your reputation as a customer centric organization, or a tenured organization with a reputation to maintain and improve, the SpiceCSM software suite will meet your needs. Website: www.fusedsolutions.com LivePerson is a provider of online engagement solutions that facilitate real- time assistance and expert advice. Connecting businesses and experts with consumers seeking help on the Web, LivePerson’s hosted software platform creates more relevant, compelling and personalized online experiences. Every month, LivePerson’s intelligent platform helps millions of people succeed online; more than 7,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel. LivePerson is headquartered in New York City. Website: www.liveperson.com Global 2000 enterprises leverage the OpenSpan Platform to integrate applications, automate business processes, extend functionality and build new composite applications in order to realize immediate value on their IT investments. OpenSpan and its partners utilize the company’s unique approach to integration to accelerate service-oriented architecture (SOA) deployments and increase enterprise desktop productivity. The award-winning OpenSpan Platform received the 2007 Product of the Year Award from Technology Marketing Corporation’s (TMC® ) Customer Interaction Solutions magazine as well as the 2008 Editors’ Choice Award from Redmond magazine, the authoritative, independent voice of the Microsoft IT community. Websites: www.openspan.com, www.soadesk.com PreVisor, a leading provider of on demand pre-employment assessment software and employee selection solutions, helps organizations by connecting hiring decisions with business results. Following the rigorous standards of industrial-organizational psychology, PreVisor’s assessment content accurately predicts on-the-job performance and supports fair hiring practices. PreVisor’s solutions help streamline hiring, reduce recruiting and training costs, and improve corporate performance for clients worldwide, including more than 100 of the Fortune 500. Website: www.previsor.com IncreasingCustomer Satisfaction
  15. 15. Phone: Dhaval Thakur 416-597-4754 Email: dhaval.thakur@iqpc.com All Access Pass grants access to all workshops, site tours, and main conference days. Must confirm workshop participation at time of registrations. Does not include access into Customer Self-Service Please note that multiple discounts cannot be combined. A $99 processing fee will be charged to all reigstrations not accompanied by credit card at end of registration Registration Info Pricing Please register the following people from my organization: ❑ YES! Please register me for the Name Title Company Telephone Fax Email Mailing Address City/StateZip (use separate sheet for additional attendees) Payment Information Total Price for Your Organization (Add total of all individuals attending): Card Number: Exp. Date: Name On Card: Signature: Billing Address if Different From Above: City/State/Zip: VISA❑ M/C❑ AMEX❑ $ Important! To speed registration, provide the customer registration code located on the back page—even if it is not addressed to you! MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC * CT residents or people employed in the state of CT must add 6% sales tax. Details for making payment via EFT or wire transfer: JPMorgan Chase Penton Learning Systems LLC dba IQPC: 957-097239 ABA/Routing #:021000021 Reference: Please include the name of the attendee(s) and the event number: 10622.003 Payment Policy: Payment is due in full at the time of registration and includes lunches, refreshments and detailed conference materials. Your registration will not be confirmed until payment is received and may be subject to cancellation. Please go online to: www.iqpc.com/cancellation to view our cancellation policy Scholarships Available: IQPC sets aside a limited number of discounts that may be 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 Dhaval Thakur at 416.597.4754 ©2009 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. About the Venue Proudly Co-Located with the Attend this Conference and Learn How to: • Develop and deploy a C-suite strategy for customer optimization, retention and loyalty • Integrate existing people, processes and technology for a vastly improved relationship with the customer • Identify what’s hot and what’s coming down the pipeline in the self-service industry • Meet and anticipate your customer’s ever-increasing expectations • Benchmark and networking opportunities Attend this timely event for an additional $799. To register, call 416.597.4754 Media Partners Disney Contemporary Resort 4600 North World Drive Lake Buena Vista, Florida 32830 407-828-0920 Experience this unique architectural masterpiece that provides a picturesque lakeside setting with a 90,000+ square-foot Convention Center on two levels, including spacious pre-function areas, four ballrooms, executive boardroom and 35 breakout rooms. IQPC has a reduced room rate of of $239/night available until January 5, 2009, 3 days prior and 3 days post event dates. Subject to availability. See the website for more details. Conference Only $2,599 Conference + 1 Workshop $3,148 Conference + 2 Workshops $3,697 All Access Pass $3,799 Workshops Only $549 each Attend Customer Self Service Additional $799 15Sponsored by: IncreasingCustomer Satisfaction

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