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Ccw09

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Call center week is in it\'s 10th year.

Call center week is in it\'s 10th year.

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  • 1. New Master Class for Mature Call Centers Presents the only call center event supported by the Call Center Excellence awards… See page 5 for details… Learn from these Leading Innovators: Best Buy NEW Turn Adversity into Advantage | 08 Fortune Blue Ribbon Company; ’08 June 14-18, 2009 Bellagio, Las Vegas, NV BusinessWeek The 50 Best Performers CVS Caremark Featured Speakers for 2009: All New Winner IQPC’s ‘08 Excellence Award- Best in Class Call Center (over 200 staff) ‘08 Fortune Blue Ribbon Company Patrick Ramsey Nancy Valla Chief Operating Officer Vice President of Service Operations eHarmony New Multimedia Games CIGNA Voluntary ‘08 Gartner & 1to1 Customer Awards ’08 US N&W Report and NCQA- ranked a Windstream Communications New Todd Davis Top Commercial Health Plan ‘08 BusinessWeek The Customer Service CEO Elite LifeLock Om Kundu First Vice President ’09 Arizona Business Leadership Award Healthnet SunTrust Banks, Inc. Fortune 500 Michele Rowan ’08 Barlow Monarch Innovation Award Perot Systems New Vice President of Performance ’08 Fortune Most Admired Companies Management Dennis Bianchi Hilton Reservations and Senior Vice President Bath and Body Works Customer Care Horace Mann Insurance Winner IQPC’s 2007 Excellence Award – #2 InfoWeek’s ’08 Top 250 Innovators Winner IQPC’s 2008 Excellence Award - Best Call Center Leader Best Use of Voice of the Customer Baylor Healthcare New Top Reasons to Attend: ’08 InformationWeek’s 250 Top Innovators (ranked 16); ’06-’08 Dallas Business Journal Best Place to Work Call Center Week addresses the most pressing challenges and Leveraging technology to improve efficiencies and reduce • SecureAlert New opportunities seen in decades. The event’s agenda and activities operational costs Patented first emergency device feature an acute focus on: Growing revenue-generating capabilities of contact centers • combining GPS and cellular Best practices and innovative ways to reduce operational costs • Access Business Group, Managing up, across, and down the organization in • Division of Alticor New Best practices from Call Center Excellence Awards winners turbulent times • The Direct Selling Association Vision for Tomorrow Award clude: Site Tours in Learn from those who have thrived in economic challenges before! Call Center Week features experienced speakers and ground-breaking case And more! studies, 10+ hours of peer to peer networking and countless Q&A opportunities with the speaker faculty. See inside for more details…. Fortune Zappos.com mpany to 2009 Best Co Work For Major Sponsors: Media Partners: ma Williams-Sono cellence e-tailing Ex Get the most value with our Register today: Contact jason.ramrattan@iqpc.com or 416-597-4734 ▲ ▲ all access pricing (See page 15)
  • 2. Here’s what Who Should Attend: Attendees had to say VPs/Directors/Managers of About Past Events • Call Centers • Contact Centers “Last year was my first year in • Operations attendance…what I took away from last • Customer Affairs Turn Adversity into Advantage Jun year that in turn I’m looking forward to • Consumer Relations e 14-18, 2009 | this coming year is the opportunity to • Customer Service Dear Executive: • Process Management network and to hear about the always • Customer Experience changing and advancements in • Employee Development & Training technology and most importantly I’m Surviving the economic storm and coming out stronger will take • Sales & Marketing savvy management. looking forward to sharing ABVI- The Financial Times correctly state s that “it all comes down to striki • Telemarketing ng a delicate balance between Goodwill’s story. “ - Carol Borsa, Director managing risk and managing the customer experience in order to retai • Business Analysts of Business Services, ABVI-Goodwill n customers” FT 10/08. • And any customer-focused executive Industries of Rochester Keeping customers and winning new ones via word of mouth is the key to maintaining top line revenue – you can neve r cut costs enough to survive if Here’s a snapshot of who you can’t maintain the top line. However, customers are now much less tolerant of any servi quot;I love Call Center Week because the attended last year’s event: ce glitch; research by TARP Worldwide has shown that even one conference definitely allows us to problem doubles sensitivity to price and forces companies into destructive price completion. Job Function understand the innovation that is going Therefore, delivering flawless servi ce is critical to maintaining reasonable margins and taking adva ■ 33% Customer Care on in the business; the technology that is ntage of the most cost effective mark eting mechanism – ■ 25% word of mouth. The call center is Management emerging and how we can apply it to the leading word of mouth managem ■ 12% ent available to most Operations/ companies. drive our customer satisfaction higher.quot; Quality - Larry Willis, Director Sales Operations Assurance and Customer Service, Black & Decker The good news is that it is ofte ■ 9% Marketing n much cheaper to give great serv ice than to just give ■ 3% good service. Intelligent small inves IT tments in technology and analytical ■ 3% tools can allow you to Engineer/ move to the next level of call cent er operations, where you are mea Architect surably contributing to the “I wanted to let you know that I am really top line at lower cost. This event ■ will give you the tools and busi ■ 3% HR/Training 1% Legal enjoying Call Center Week. It's a great ness cases to get what you need even in these lean time ■ ■ 2% Finance 1% Education s. opportunity to meet your peers and the ■ ■ 2% Not Given 1% Medicine best in the industry. It's been really great ■ ■ 2% Consultants 1% Media This mega event will take a realistic look at the economy and offer the receiving these two call center excellence ■ ■ 1% Area Manager strategies, insights, 1% Telecom practical examples and case studies to weather the economic storm, and awards!quot; - Charlie Cavolina, Cross even come out ahead, stronger and more agile. You will Country Automotive learn how to be innovative on the Industry fly, retain top performers, keep inexpensive delighters and creat e the emotional connection with your ■ 13% Manufacturing customers that lead to extra revenue and higher mar gins. ■ 12% Services quot;It's been a wonderful experience over ■ 12% Finance Get ready for a week of learning, ■ the last couple of days at Call Center 9% Health networking, and strategizing. I look forward to growing with ■ 9% Call centers Week. This is the first time I have you! ■ 7% Telecommunications attended. It has been incredible, the ■ 5% Energy/Utilty people I have met have been amazing Sincerely, ■ 5% Retailers and the presentations super. I was ■ 4% Insurance P.S. New for 2009! All-Access fortunate enough to have a collaborative ■ 3% Software Publishers session through a panel discussion in ■ 3% Credit and collections pricing is available… See page ■ which I learned a lot. Also winning an 3% Information Technology ■ 3% Education award on quot;Best in Class Call Center (over 15 for details. ■ 12% Other (Government, ISP, Automotive, 500 staff)quot; is an absolute bonus to the Cable & Internet, Real Estate, Gambling/ event.quot; Dennis Migel, Vice President of Casinos, Travel/hospitality, Charities/ Call Center IQ, a Division of IQPC the Toronto Contact Center, ScotiaBank Associations, Information, CRM, Toronto Publishing, Pharmaceutical, Police, Postal, Transportation, R&D, Law) 2
  • 3. Why Should I Attend? Main Conference Tracks Early-Bird offers are available for a limited time. Reserve your seat early for a Why do I need to attend this event in such a difficult business Bring your team to cover the most important themes in today’s contact center operations: discounted rate. See page 15 for details… climate? The current climate is exactly why you need to attend Call Center Week: TRACK A: People Power – Inspiring Performance and Experienced leaders will guide you through proven strategies • Accomplishing More with Less and techniques on how to reduce costs while maintaining This leadership/people oriented track will be focused on how to Register for the All Access lead and manage your team while operating with fewer resources customer service Pass which includes the freedom to move Sessions and workshops will show you how to either add or • TRACK B: TECHNOLOGY – Employing Technology for from session to session, the Call Center increase revenue-generating activities to your call center Enhancing Efficiency & Productivity Awards and participate in all the event has According to in-depth IQPC research, the marketplace is Call Center Week’s speakers, delegates and sponsors are a to offer! See page 15 for details… • especially interested in technology right now. Executives want customer-focused community. Discussions in the session, in the to leverage systems and technology to do more with less and exhibit hall, and at the networking functions will provide improve automation. insights on how to better service your customers. Register by April 10 to receive a TRACK C: Cost Management, Performance Improvement, free copy of: See first-hand the successes and challenges of two top-notch • VOC call centers, Zappos.com and Williams-Sonoma as they open Coming May 2009 from the American This track is designed to provide concrete strategies for their doors exclusively to the Call Center Week audience. reducing and managing operational costs in call centers. It will Management Association “Strategic Customer also detail specific performance improvement strategies. Plus, As additional incentives this year, the event offers all access • Service”. The first book summarizing 35 years you will discover how to put the voice of the customer to work pricing, the opportunity to purchase an entire workshop of TARP's work measuring and managing the and realize financial gain. day at a reduced rate, and an awards ceremony included in customer experience! Don’t miss the TARP the Main Conference. See page 15 for details… workshop – see workshop E The 2009 Call Center Excellence Awards honor, recognize, and promote the most innovative call center solutions and individuals over the past year. With Awards given in five categories, the Call Center Excellence Awards Why Apply for a Call Center Excellence Award: The 2009 Categories Include: are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions. Be recognized in front of hundreds of your call center peers 1. Best in Class Call Center (over 200 staff) • Join us during the Awards Luncheon on Tuesday, June 16th as winners are Add to your professional development with an industry- 2. Best in Class Call Center (under 200 • recognized for their unique achievements. Don’t miss your opportunity to recognized accolade staff) meet with current and future leaders in call centers. Be featured in post event press including press releases and 3. The Call Center Leader of the Year • Award winners will receive a beautiful customized award and have the media publications opportunity to present during a conference panel session. They will garner 4. Best Performance Putting the Voice of world wide recognition through post event press releases and in industry Share your expertise during the Winners Discussion Panel the Customer to Work • publications. on Wednesday June 17, 2009 5. Best Use of Leveraging Technology For Apply online at www.callcenterweek.com/awards.php. Applications Have the opportunity to present at Call Center Week 2010 Efficiency and Automation • are due May 8, 2009 with finalists announced on May 29, 2009. 3
  • 4. These experienced call center practitioners will provide unmatched guidance and insights! Get exclusive C-level Practitioner Master-Class Leaders Tonya Choate Kimberly Warrick insights from: Security Administration Manager Client Service Center Manager Pati Crowley Baylor Healthcare NEW! NJ Shares NEW! Todd Davis Director of Customer Experience A 3 time delegate of the Call Center Week Carol Ferguson CEO Bath & Body Works Conference in Las Vegas. Help Desk Manager LifeLock NEW! Winner- IQPC’s 2007 Excellence Award for Call Baylor Healthcare NEW! Remus Siclovan ’09 Arizona Business Leadership Award Center Leader of the Year – Back by Popular Senior Systems Analyst Demand! Kristoffer Pagel Patrick Ramsey Healthnet Corporate IS Manager Chief Operating Officer Darshanna Tudor Fortune 500 Baylor Healthcare NEW! Multimedia Games NEW! Executive Vice President, Call Center ’08 InformationWeek’s 250 Top Gibbs Jones Operation Innovators (ranked 16); ’06-’08 Dallas Executive Vice President Marketing Alternatives NEW! Award-Winning and Business Journal Best Place to Work Suddenlink Cable TV Joseph Arsenault experienced presenters include: Top 10 U.S. Cable Broadband Provider Ed Kroschinski Manager, NOC Metrics Om Kundu Director, Global Service Desk Time Warner Cable Introducing two Call Center Summt First Vice President Perot Systems NEW! Back by Popular Demand! delegates who “graduated” to the SunTrust Banks, Inc. NEW! ’08 Fortune Most Admired Companies Rosemarie Donzanti speaker faculty: ’08 Barlow Monarch Innovation Award Sharon L. Ligney Vice President of Customer Care Services Nancy Valla Customer Care Manager, Westwood Mark Roberts CVS/Caremark Vice President of Service Kansas Senior Manager of Operations Service Winner IQPC’s ‘08 Excellence Award- Best in Class Operations Datacore Marketing, LLC NEW! Support Center Call Center (over 200 staff) ‘08 Fortune Blue CIGNA Voluntary NEW! Switch and Data NEW! Ribbon Company - Back by Popular Demand! Carol Borsa ’08 US N&W Report and NCQA- ranked a Director of Business Services David Wassilak Dr. Brooks Mitchell Top Commercial Health Plan ABVI-Goodwill Research Scientist, Durables Research and Professor of Management Dennis Bianchi Back by popular demand! Development Support University of Wyoming NEW! Senior Vice President Access Business Group - Part of the ALTICOR Joe Darnell Darryl Flores Horace Mann Insurance NEW! family of companies NEW! Vice President Monitoring Center Workforce and Contact Center Manager Winner IQPC’s 2008 Excellence Award - Operations Southwest Business Corporation Best Use of Voice of the Customer Site Tour Leaders: SecureAlert NEW! (SWBC) Roy Barnes Patented first emergency device Fast Track Winner #1 (San Antonio Business Jane Judd Former Senior Vice President combining GPS and cellular; 2008 Call Journal) – NEW to main agenda! Senior Manager of Customer Loyalty, Marriott Vacation Club Center Excellence Award Applicant Zappos.com Donna Hardy 2009 BusinessWeek Customer Service Don Perkins Jane is the 2008 International Customer Service Director of Call Center Operations Champ, A top rated speaker at Call Center Vice President of Product Marketing Manager of the Year (Customer Service Institute Simplexity NEW! Week ‘08 Windstream Communications NEW! of America) and a 2007 Customer Champion from Brett Peters Scott Ackerman 08 BusinessWeek The Customer Service Elite 1 to 1 Media. Director of Telecommunications VP Customer Care Jon Blum Troy Thornton Simplexity NEW! eHarmony NEW! Director of Sales Development Director of Customer Care Best in Overall Customer Experience by Keynote ‘08 Gartner & 1to1 Customer Awards Best Buy NEW! Williams-Sonoma, Inc. Systems, Forbes Magazine – Best of Web Michele Rowan Best Buy New ‘08 Fortune Blue Ribbon e-tailing Excellence Alex Sauickie Vice President of Performance Company; ’08 BusinessWeek The 50 Best Managing Director, Operations and Management Performers Services Hilton Reservations and Customer Care Albridge Solutions, a PNC Company NEW! #2 InfoWeek’s ’08 Top 250 Innovators Do YOU have a story to tell? IQPC is producing a number of leading edge programs in IQPC’s 2008 Excellence Award Best in Class Call NEW! our Customer Management/Marketing Strategy portfolio. If YOU would like to be considered as a Center (under 50 staff) presenter, please e-mail Lisa.Schulman@iqpc.com with a short description of your initiatives. 4
  • 5. DAY1 Pre-Conference Master Classes Sunday, June 14, 2009 All New With Interactive Learning Formats Mature Call Center Master Class: Approaches to Address “Improving Operational Performance”…Doing More with Less A B Current Industry Challenges This workshop will provide the knowledge and information required to excel in today’s demanding do-more-with-less call center environment. Don’t miss this moderated, executive-level master class designed for mature call ADVANCED BEGINNER TO INTERMEDIATE This masterclass will include a 45 ideas in 45 minutes brainstorming session. It’s an centers and executives with advanced experiences. The setting is a mixed-format idea per minute, raining dozens of new possibilities to utilize for your operation. With afternoon designed to leverage the experiences and collective insights of attendees. so many insights, tips and techniques that will be shared, the only question is whether Join us for this exclusive opportunity in “out of the box” thinking! you can write them all down! Part 1: BRAINSTORMING: THE CUSTOMER RETENTION GAME WHAT WILL BE COVERED: Retaining customers and getting them to continue being advocates for your brand is Ms. Tudor will highlight key points necessary operate a more efficient, more effective critical in today’s market. A short case study of a major retailer’s retention challenges call center. These points will include: will establish the framework for the brainstorming session. Discover best practices and what determines world-class service • 1:00pm – 6:00pm Choose A or B In this interactive workshop strategy, the group will uncover numerous ideas for: Learn what’s being measured today…and why • Retaining customers • Determine where you are headed, which goals to define and/or set • Spreading word of mouth • Creating a positive culture and its impact on agent retention • Encouraging customers to spend money • 45 Ideas in 45 Minutes Brainstorming Session • Strengthening brand loyalty • …and anything else the group deems important! • WHAT YOU WILL LEARN: OR Part 2: PROBLEM SOLVING: CUSTOMER SUPPORT & PROFITABILITY Ms. Tudor will share concepts and practices that can be applied to your operation and Larry Selden, professor emeritus at Columbia University and co-author of Angel implemented for immediate impact: Customers and Demon Customers, contends that the bottom 20 percent of Principles of value and performance • customers can drain profits by at least 80 percent, while the top 20 percent can How to achieve service level and response time objectives with quality • generate 150 percent of a company's profit. This session will utilize small, How to staff and schedule more efficiently • collaborative groups and facilitated moderation to explore methods for delivering The tradeoffs between average speed of answer, service level, occupancy and staff • profitable customer support. In this interactive brainstorming strategy, you will Darshanna Tudor, Executive Vice President, Call Center Operations participate in developing strategies for: Marketing Alternatives Retaining profitable customers with optimal support • Optimizing efficiency and effectiveness • Encouraging customers to require less-costly support • Customer value routing • Other techniques and approaches as identified by the group • Masterclasses’ chairperson and Part 1 - Brainstorming Leader: Pati Crowley, nced feature adva Director of Customer Experience Bath & Body Works Winner- IQPC’s 2007 Both options Excellence Award for Call Center Leader of the Year ats learning form Masterclass leader Part 2 – Problem Solving: Joseph Arsenault, Manager, NOC Metrics, Time Warner Cable Dine Around Join new friends and colleagues for dinner at one of the Bellagio’s top rated restaurants. All attendees wanting to join the group will need to sign in at the 6:30pm conference registration desk by 2:00 pm on Sunday, June 15, 2009. Each guest will receive their own check. Take advantage of the opportunity to get to know your peers prior to the start of the main event. 5
  • 6. DAY2 Part 1: Strategies For Success Workshops Monday, June 15, 2009 This hands-on workshop day will provide the techniques, insights and strategy for taking your call center to the next level of performance and profitability. NEW – Attend the entire workshop day with freedom to move from session to session, all for one low price! (See page 15 for details…) Creating a World-Class Post-Call Survey Program The Cure for the Common Call Center Workshop: 8 Steps to C D Great Customer Experiences while Reducing Costs Learn how leading organizations design and deploy highly-effective post-call survey programs. These programs go far beyond just collecting data. They deliver substantial WHAT WILL BE COVERED improvements in key business metrics such as first-contact resolution, customer churn Today’s customers expect their interactions with businesses to be fast, convenient rates, and service consistency. 8:00am – 10:00am and easy. With a combination of strategy and technology, you can channel the right WHAT WILL BE COVERED: information across every communication path to create a far more unified, Mr. Dietz will outline the key design elements of world class post-call survey programs: consistent and satisfying customer experience—and you can reduce your operating Pros & Cons of various survey strategies • costs along the way. Right information, right hands, right time • WHAT YOU WILL LEARN Ownership and accountability • Explore strategies and technologies that deliver immediate results and support • When done right, a substantial return follows • long-term growth OR WHAT YOU WILL LEARN: Learn about the real-world challenges and the real-world gains of companies that • Establish the most effective survey strategy for your business • have taken their customer experience to the next level while reducing their costs Build more actionable customer surveys • A quantitative scorecard for diagnosing your call center • Use survey data to improve FCR and Customer churn • Andrew Hull, Director, Product Marketing, RightNow Technologies, Inc. Quantify the ROI on a post-call survey program • Erich C. Dietz, Sales Director, Mindshare Technologies, Inc. Measurably Moving From Good to Great Service While A Bold New Look at Solving Employee Attendance, Attrition E F Reducing Costs: Enhancing Self Service, Contact Prevention & Adherence Challenges and First Call Resolution WHAT WILL BE COVERED In a rapidly evolving and challenging economic climate it’s critical to obtain the best ed Sessions 10:15am – 1:15pm Working Lunch Included WHAT WILL BE COVERED Special Extend from your employees. Attendees will learn the results of new research studies showing It’s cheaper to give great service than to just give good service! how several contact centers have significantly improved attendance, retention, Up to 30% of your contact workload is preventable via education. schedule adherence, conversion rates, call quality, and morale. This topic is of urgent This workshop will incorporate case studies to clarify the causes of customer and critical importance to maximizing productivity at contact centers, especially those problems in a way that highlights those that can be easily avoided or handled via self with Gen X and Gen Y employees. service. This analysis will allow you to justify investments in customer education and WHAT WILL YOU WILL LEARN enhanced self service in a manner the CFO will accept. OR Key areas of interest will be: WHAT YOU WILL LEARN How to identify and reward the right behaviors • Identify causes of customer contact that can be prevented via customer education. • How incentives and rewards are directly related to employee attrition, attendance, • Select the top three opportunities to eliminate service contacts via “Psychic Pizza” • schedule adherence, conversion rates, call quality and morale delivering before your customer knows he needs it How to define the best program: short vs. long term, monetary vs. non-monetary, • Enhance utilization of self service via the principal that, “You can’t just lead the • individual vs. team horse to water, you must give him the first sip” How much to budget, measure the results and determine the ROI of an incentive • Enhance first call resolution via flexible response spaces which allow the CSR to • program “break the rules for good customers, without breaking the rules” Dr. Brooks Mitchell, Professor of Management John Goodman, Vice Chairman, TARP Worldwide, University of Wyoming author of “Strategic Customer Service” Tim Rauschenbach, Vice President, TARP Worldwide and Former FREE BOOK TO WORKSHOP ATTENDEES: Games, Work, and Head of Global Service, Amazon.com Human Motivation: An Applied Behavioral Approach to Employee Achievement and Recognition. FREE BOOK FOR WORKSHOP ATTENDEES. See p. 5 for special book offer! 6 Contact Jason.Ramrattan@iqpc.com or 416-597-4734 to register !
  • 7. DAY2 Part 2: Staffing Alternatives and Metrics Workshops Monday, June 15, 2009 Part 2 of the workshop day explores innovative call center staffing alternatives including virtual, virtual at home solutions, home-based call centers, and targeted metrics. Remember – pay one price and attend all day long! See page 15 for details…) Maintaining Control in a Virtual Contact Center Environment Using Virtual at Home Employees to Improve Customer G H Service Delivery WHAT WILL BE COVERED Today’s flatter organizations are virtualizing business operations, moving beyond WHAT WILL BE COVERED traditional boundaries of organization, location and technology in order to In this interactive workshop you will learn that innovation in the workplace drives communicate and servce customers more quickly and effectively. This interactive a customer service culture. By removing the limitations of a fixed geography, a 1:30pm – 3:30pm group problem solving workshop will cover: highly-skilled and professional, virtual at-home work force can help you offer a Open Discussion: Virtual contact center’s definition, benefits and potential • positive customer experience. challenges Mr. Farnsworth will talk about the key factors enabling home based work and Business Situation and Group Exercise with a scenario introduced and teams • how TeleTech provides a cost-effective way to keep jobs in the U.S. formed OR WHAT YOU WILL LEARN Working groups – developing presentations and delivering presentations • You will learn about the myths and benefits of a virtual at-home solution and how Cross-Critique (Open Discussion) • doing more with less, can actually provide greater productivity and efficiency. Mr. Real life case study • Farnsworth will use case studies to demonstrate how companies who partner with WHAT YOU WILL LEARN TeleTech and use our virtual at-home solution can enhance the customer Position metrics as the driver of overall effectiveness and service level adherence • experience. Leverage corporate objectives to drive key performance indicators • Jim Farnsworth, Senior Vice President, TeleTech Prem Uppaluru, CEO, Transera Communications How to Utilize a Home-Based Call Center to Increase “FOUND! Extra Money in your Contact Center” Using I J Competitiveness in a Challenging Economy Targeted Metrics to Drive a Streamlined Operation In tenuous times, operations must be as streamlined as possible without WHAT WILL BE COVERED compromising quality. Identifying the correct Key Performance Indicators (KPIs) This workshop will review how home-based agents can increase a company’s your organization manages to is critical in attaining efficiencies that will yield competitiveness in today’s economy. By improving quality to current customers, ‘found money’. reducing overhead and infrastructure costs and efficiently aligning staffing models to fluctuating demand, companies can increase their competitiveness, reduce needless WHAT WILL BE COVERED: 3:45pm – 5:45pm overhead and manage growth quickly and organically. Mr. Flores will review the myriad factors to consider when establishing your KPIs OR and how to use those metrics to optimize your contact center. WHAT YOU WILL LEARN Identifying KPIs that align with your Mission Statement • Sally Hurley will highlight the following topics addressing how to successfully launch Metrics to drive the right behaviors in your agents • and manage a home-based call center, which include: Getting buy-in across and up and down your organization • The growth of the home-based call center industry • Combining metrics for a complete picture • How VIPdesk transitioned from centralized service model to home-based structure • Benefits of home-based call centers vs brick-and-mortar call centers • WHAT YOU WILL LEARN: How the demographic profile of the home-based agent can lead to improved • Mr. Flores will facilitate practical exercises that enable you to lead cost-saving performance initiatives in your organization that will achieve increased optimization. Obtaining accurate staffing • Sally Hurley, President, VIPdesk Identify opportunities to reduce costs • Selling the right KPIs and staying away from the wrong ones • Darryl Flores, Workforce and Contact Center Manager, Southwest Business Corporation (SWBC) 7
  • 8. DAY3 Main Conference Sessions Tuesday, June 16, 2009 Registration and Coffee Virtual Call Center – Why quot;Going Virtualquot; Makes More Sense Then 7:15 10:25 Ever KEYNOTE Chairperson’s Opening Remarks 8:00 Companies are being forced to take a stricter review of the costs of business operations - including how to manage through a period of lower headcount, sales, etc. Many companies Explosive Innovation 8:10 have found that quot;virtualizationquot; gives a flexibility to enable business operations to adapt to these Your budget for innovation has been cut! Your customer’s are still demanding more! This changing market conditions. Virtualizing your call center enables these benefits by allowing KEYNOTE economy requires us to quickly re-invent our paradigms on innovation. We need explosive flexibility among agent locations & sourcing, telephony and technology infrastructure - you use acceleration in moving ideas to action. Agility, speed, creativity and results…right now. Your next what you need and only pay for what you use. service breakthrough is much closer than you think! In this highly interactive session learn the What is a virtual call center • critical tools to rapidly re-invigorate your customer touchpoints through user innovation design. Economic benefits of virtual call center • Activate the creative power of your employee and customer innovation networks How to virtualize - distributed agents / supervision / operations • • Mine innovative solutions from your existing customer response processes Prem Uppaluru, CEO, Transera Communications • Execute innovation in days not months. Drive results now! Donna Hardy, Director of Call Center Operations, Simplexity • Roy Barnes, Former Senior Vice President, Marriott Vacation Club Brett Peters, Director of Telecommunications, Simplexity Holding Onto Top Performers – Realizing the ROI in Turnover Focused Peer-to-Peer Roundtables 8:55 11:10 Reduction and Improved Customer Retention These popular peer to peer roundtable sessions are designed to take advantage of the KEYNOTE Find out how LifeLock cost effectively achieves an extraordinary call center rep retention talent in the room and provide an open forum to discuss challenges/solutions. The rate of 80+%, minimizing the costs and downtime associated with turnover. roundtables are an excellent way to develop networking contacts and they are led by Hiring the right people with the right value systems experienced practitioners from diverse industries. DON’T • Back by popular Setting the right expectations and creating a supportive culture FORGET TO BRING YOUR BUSINESS CARDS • demand! Providing top notch training • Six Sigma for Call Centers: driving quality and efficiency • Measuring performance with the QA score and tying bonuses to service performance Alex Sauickie, Managing Director, Operations and Services, Albridge • Just one of the many Find out how to retain your reps and improve your customer retention rates! Solutions, a PNC Company, Winner 2008 IQPC Call Center • confirmed roundtables Todd Davis, CEO, LifeLock Excellence Awards, Best in Class Call Center (under 50 staff) Morning Networking Break and Vendor Showcase IQPC’s Call Center Excellence Awards and Luncheon 9:40 12:00 Sponsored by: TRACK A: People Power: Inspiring Performance and TRACK B: Employing Technology for Enhancing Efficiency TRACK C: Cost Management, Accomplishing More with Less & Productivity Performance Improvement, VOC Franchising One Service Across the Cultural Panel Session: First-Call Relevance: Turn your call The Cure for the Common Call Center: 8 Steps 1:40 Gap center into an acquisition center to Great Customer Experiences Understand how to overcome diversity in regional/global Find out how to leverage lead scoring to increase conversion rates and Today’s customers expect their interactions with businesses to be locations while harnessing the same top level service. Learn improve your return on marketing investment. fast, convenient and easy. With a combination of strategy and the four phases for application to your contact center. Profile unknown inbound callers by analyzing and segmenting technology, you can channel the right information across every • Leadership attitudes and philosophies conversion data communication path to create a far more unified, consistent and • Defining value of the service provided Understand who’s calling and instantly identify high-value customers satisfying customer experience—and you can reduce your operating • • Cultural awareness and adaptability — frequent and big spenders costs along the way. • Capture and market your successes Jump hot prospects up the call queue and route them to most Explore strategies and technologies that deliver immediate results • • • Joe Darnell, Vice President Monitoring Center appropriate agent and support long-term growth Operations, SecureAlert, Inc. Applicant 2008 Call Center Discover how to get more revenue out of your existing call flow! Learn about the real-world challenges and the real-world gains • Excellence Awards Moderator: Paul McConville, Director of Consumer-Facing of companies that have taken their customer experience to the Services, TARGUSinfo next level, including a case study by a RightNow customer Panelists: Mark Pettay, Senior VP of Information Systems, West eHarmony. Direct Discover a quantitative scorecard for diagnosing your call center • New for 2009: The Call Center Excellence Awards are Doug Kline, Director of New Business Development, West Direct Andrew Hull, Director Product Marketing, RightNow included in your Main Conference or All Access Pass. Technologies, Inc. Scott Ackerman, VP Customer Care, eHarmony 8 Register Today : Contact Jason.Ramrattan@iqpc.com or 416-597-4734
  • 9. DAY3 Main Conference Sessions Continued... Sponsored by: TRACK A: People Power: Inspiring Performance and TRACK B: Employing Technology for Enhancing Efficiency TRACK C: Cost Management, Accomplishing More with Less & Productivity Performance Improvement, VOC Using Real-time Information to Improve Winner: Driving Strategy through Customer Low Cost Motivational Programs for 2:30 Customer Service and Save Money Experience Enhancing Performance This panel will address how communication of real-time data Discover why NCO Customer Management won IQPC’s 2008 Many employees feel overworked and underappreciated can improve agent productivity and customer service. Call Center Excellence Award for Best Performance Leveraging especially as we ask them to accomplish more with less. Provide visibility to key metrics in various areas of your the Customer Experience as a Strategic Business Driver! Showing appreciation through low cost, fun initiatives and • business to drive productivity and improve service Obtain new business while growing current business recognition programs can create a less stressed environment • Use of new technologies to improve communication with through “word of mouth” and referrals where reps actually do accomplish more with less. • your agents Customize improvement initiatives Peer to peer recognition programs • • Enhance “team approach” by consistently communicating Lower operating costs with enhanced quality of service Create a fun environment with games, crafts and contests • • • goals and performance Scott Ross, Senior Vice President, Sales, NCO Customer for stress reduction Panel Moderator: Matt Wheat, National Sales Manager, Management, Inc. Find out how recognition represents the single most • Texas Digital Jon Blum, Director of Sales Development, Best Buy validated idea to drive desired behavior and optimal Panelists: Ed Kroschinski, Director, Global Service Desk, performance Perot Systems Tonya Choate, Security Administration Manager, Baylor Sharon L. Ligney, Customer Care Manager, Westwood Healthcare There’s never been a more important time to Kansas, Datacore Marketing, LLC Carol Ferguson, Help Desk Manager, Baylor Healthcare learn from others. Register now! Carol Borsa, Director of Business Service, ABVI-Goodwill Kristoffer Pagel, Corporate IS Manager, Baylor Healthcare Mid-Afternoon Networking Break and Vendor Showcase 3:15 Use Speech Analytics to Measure and Outsourcing At Its Best: Hiring a Call Center Home Based Agents: Expanding your Talent 3:45 Manage the Customer Experience and Company to Increase Revenue While Pool and Realizing Cost Savings Customer Excellence While Driving ROI Managing Hilton has been raising the bar with providing outstanding Discover what customers like and don’t like In this case study, find out how MTI has played a key role in customer service with an at home agent program comprising • Measure and improve calibrated standards of operational creating revenue for Windstream in an ever-changing phone 40% of reps. They are in the process of signing a partnership • excellence services market while keeping costs down. with a non profit to hire at home agents and have launched a Learn how to surpass organizational objectives for customer Reduce expenses associated with labor, management, home grown virtual training program. • • satisfaction marketing and technology by outsourcing to a company that Saving money with at home versus in house while getting • Use improved customer experience to improve top line can cost effectively market, process orders and provide quality staff • revenue and bottom line ROI customer service for you Increasing VOC and quality scores • Jeff Gallino, CTO and co-founder, CallMiner Obtain information that will help you analyze the cost Expanding your talent pool • • Gibbs Jones, Executive Vice President, Suddenlink Cable TV benefits of outsourcing versus managing your own in-house Reducing recruiting costs dramatically by creating an • call center employee referral program Keep a finger on the pulse of your VOC Michele Rowan, Vice President of Performance • Don Perkins, Vice President of Product Marketing, Management, Hilton Reservations and Customer Care Windstream Communications Kathy Hett, CEO, Midwest TeleServices International KEYNOTE Turnaround Strategies – Focusing on What Matters Most Find out how to stay focused on the keys to getting through difficult times, develop a • 4:35 vision, motivate employees and execute a plan for success Patrick Ramsey joined Multimedia Games, a provider of slot machines and systems, in Patrick Ramsey, Chief Operating Officer, Multimedia Games September 2008 to help turnaround a declining business. Establishing employee accountability and developing metrics to motivate employees • Cocktail Reception 5:20 Uncovering the most important opportunities • Bring plenty of business cards to network Leveraging analytics to guide you in decision making • 9
  • 10. DAY4 Main Conference Sessions Wednesday, June 17, 2009 Registration and Coffee Connecting with your Customer on and Emotional Level and 7:30 8:55 Realizing the Resulting Benefits KEYNOTE Chairperson’s Opening Remarks 8:00 This economy is not the same, and our call center agents have additional pressures. This presentation will address how to improve your agents’ empathy and interpersonal skills and What is the Business Case for Bringing Jobs Back to the U.S. and 8:10 will overcome the common misperception that empathetic agents are giving away the farm. Creating Greater Profitability? Taking a different approach to quality and embracing it with your culture • KEYNOTE What exposure/liability will you incur in the next 6 months based on potential restrictions Implementing a three pronged approach to recruitment – getting the “right” individuals, • • imposed by Congress? determining their fit in your company, strengthening their will to succeed What is the true cost of offshoring and the potential impact on customer satisfaction, Onboarding, coaching and reinforcing strong behavior • • abandonment rate and first call resolutions? Realizing bottom line results including: higher job satisfaction, improved customer • How can you bring jobs back to the U.S. cost effectively and play a key role in reducing retention and satisfaction, decrease in customer churn and increase in word of mouth • unemployment? Nancy Valla, Vice President of Service Operations, CIGNA Voluntary Why have outsourcers become public enemy number one instead of a valued business • Morning Refreshment Break and Vendor Showcase partner and how can we change this scenario? 9:40 Joe Jacoboni, President and CEO, Contact Centers of America PANEL DISCUSSION Call Center Excellence Awards and client 10:30 Panel What does it take to be an award-winning contact center? The 2009 award winners will Take advantage of the flexibility and freedom by selecting the all-access pricing. answer questions about accomplishing more with less, leveraging technology for efficiency See page 15 for details… and automation, motivating employees on a limited budget, improving efficiencies, using metrics that make sense, and how to get top-down support. To find out how you can enter a submission and receive recognition, visit http://callcenterweek.com/awards.php Sponsored by: TRACK A: People Power: Inspiring Performance and TRACK B: Employing Technology for Enhancing Efficiency TRACK C: Cost Management, Accomplishing More with Less & Productivity Performance Improvement, VOC Emotionally Engaging Customers and Reps Tapping the Voice of the Customer through Call Center or Profit Center? How to Create 11:20 around your Brand for Enhanced Retention Speech Analytics to Drive Performance, Bottom-Line Results from Front-line Customer Decision Making and the Customer Feedback In order to emotionally engage customers with your brand, Experience you must emotionally engage service reps. Join ResponseTek as they show how some of the world’s What are the components in delivering your brand promise In this case study, we will explore how an innovative leading call center organizations, including AAA, Allianz, Bank • that help you satisfy not only your customers but also your organization stands out from the rest of the competition by of America, Travelocity and WestJet, have transformed reps? leveraging Speech Analytics to: customer feedback into customer retention and growth Understanding why value isn’t just in bonuses and Measure, coach, and manage agent/team performance strategies. It all begins at the front-line! • • paychecks but also in building agent loyalty Surpass service level agreements and customer survey Learn how customer feedback collection integrates smoothly • • Reducing rep variability and increasing call outcomes benchmarks with everyday call center transactions • predictability Refine sales techniques to successfully deflect objections Find out how real-time customer insights can create • • Find out how CVS/Caremark’s 2500 agents across 7 centers Predict customer behavior with speech metrics as early behavior change across your call center organization • • services participants in methods that are relevant to them indicators See how call centers can drive customer service and • and migrates them to the most cost effective channel. Drive unnecessary costs out of the contact center while retention strategies from customer feedback • Rosemarie Donzanti, Vice President of Customer Care keeping customers happy Hear a real-life industry case study, demonstrating the • Services, CVS/Caremark Become a strategic contributor to company’s KPIs by bottom-line impact of actionable customer feedback • 2008 WINNER - IQPC Call Center Excellence Awards - Best in disseminating end-customer insights outside the contact Syed Hasan, CEO, ResponseTek Class Call Center (over 200 staff), A top rated speaker at Call center And client Center Week 2008 Visit www.callcenterweek.com for event updates, including speaker additions, special events and more Luncheon for Delegates and Speakers 12:05 10
  • 11. DAY4 Main Conference Sessions Continued... Sponsored by: TRACK A: People Power: Inspiring Performance and TRACK B: Employing Technology for Enhancing Efficiency TRACK C: Cost Management, Accomplishing More with Less & Productivity Performance Improvement, VOC Leveraging Data to Provide a Better Customer How Contact Center Performance Affects Leadership Strategies for Inspiring Excellence 1:10 Experience, Better Understand the Cost of Service Customer Satisfaction and Loyalty in Stressful Times of Durable Goods, and Improve the Product The CCSI measures customer satisfaction across several Times are increasingly challenging today, so as leaders we This session will address the service of durable goods and how to industries: retail, insurance, banking, cable and satellite TV, cell must continually look for new ways to inspire, motivate and conduct data gathering over the phone to monitor product phone service, personal computer, hotel and government. coach our most important asset - our employees. performance. (CCSI - Contact Center Satisfaction Index 2009). In this Reacting rationally versus emotionally • Recording product failure modes session, the CCSI will reveal how contact center performance Creating more headaches in the long run if you're afraid to • • Determining the part needed to correct customer service need affects customer satisfaction and loyalty. actually manage • Leveraging data to improve product performance and predict staff The immediate challenges facing contact centers Implementing conflict + resolutions strategies including e- • • • levels Which industry contact centers perform best, and why mail protocols • Evaluating product profitability by calculating total cost to service it How well contact centers resolve issues Recognizing top performers and tying monthly recognition • • • David Wassilak, Research Scientist, Durables Research and Sheri Teodoru, CEO, CFI Group to customer satisfaction metrics Development Support, Access Business Group Mark Roberts, Senior Manager of Operations Service Part of the ALTICOR family of companies Support Center, Switch and Data Delegate Call Center Summit 2009 Delegate Call Center Summit 2009 Leveraging Speech Technology: Achieving Seamless Interactive Live Forum – Showing your Value Pre-Hiring Strategies – Beyond Background 2:00 Customer Service without Breaking the Bank to Senior Management Checking to Reduce Turnover Costs and Increase Customer Experience Healthnet receives 310,000 calls a month from members and Join Darryl Flores, a top rated speaker from Call Center providers. To meet its service goals and improve the bottom Summit, as he facilitates a peer to peer brainstorming session NJS assists a growing number of families during this unstable line, Healthnet has deployed a voice portal solution that on developing the call center knowledge with senior economy. Our reps need to be educated in many sensitive utilizes voice technologies such as speech recognition and leadership. topics, bringing their A game to the phones each day. It is voiceprint identification to help members access health Showing ROI in a manner acceptable to your CFO critical to the success of NJS and to the success of any • information quickly, easily and in a secure manner. Proving your call center is the ‘voice’ of the company organization that we have the best reps answering our • How to enhance security, privacy and HIPAA compliance Cross-selling and “cross-telling” strategies for boosting phones. Your reps are the first line of contact and are the • • using voiceprint identification revenue face/words of the organization. Learn how NJS has streamlined How Health Net realized cost savings of between $850 and Demonstrating how you generate revenue the task of Hiring, the Interview Process, the Background • • $1.1 million annually by using speech technology to Participate in this new interactive learning format to address Check and the need to continue to be sure that you have • automate processes, increase efficiency and reduce costs challenges and develop strategies in a collaborative format. hired the right people for your organization and its culture. while improving the overall customer experience Darryl Flores, Workforce Manager, Southwest Business Savvy screening practices in today’s wired world. • Remus Siclovan, Senior Systems Analyst, Healthnet Corporation (SWBC) Weeding out the bad apple! • Does your company have/implement an action plan when it • comes to hiring? Kimberly Warrick, Client Service Center Manager, NJ Shares Afternoon Refreshment Break 2:45 KEYNOTE The Bottom Line Impact of Customer Centricity 3:20 WINNING through Deepened Customer Relationships in Turbulent Times 4:05 Discover best practices in customer centricity and find out the rationale and the process of Transforming current market disruptions into strategic growth opportunities • how Horace Mann Insurance went from product focus to customer centricity. In this case Bellwether product-channel-segment propositions that create value for your customers • study you will discover: and franchise through up-and-down markets alike How to quantify revenue associated with poor customer experiences • Achieving sustainable competitive advantage by being a first mover in speaking to • Why it’s important to move from customer satisfaction, to customer advocacy • emerging market needs How to act on customer experience to identify and save customers at risk • Om Kundu, First Vice President, SunTrust Banks, Inc. How to motivate, recognize & reward employees by tying compensation to customer experience • Dennis Bianchi, Senior Vice President, Horace Mann Insurance Event Concludes 4:50 Winner: IQPC Call Center Excellence Award 2008 11
  • 12. DAY5 Post Conference Workshops and Site Tours Thursday, June 18, 2009 Little Things that Make a Big Difference: Elevating the SITE TOUR: WE WILL BE VISITING Williams-Sonoma, Inc. K L Customer Experience without Breaking the Bank – e-Tailing Excellence Winner Talking about ‘Customer Satisfaction’ is not enough in today’s competitive world. A satisfied Founded in 1956, Williams-Sonoma Inc. is the leading specialty retailer of home customer is just that – satisfied. They are neither delighted nor disgusted, just neutral. Neutral furnishings in the United States. The eight brands, including Pottery Barn, are customers do not particularly help or hinder your business. However, elevating the customer marketed through three channels – retail stores, catalog and the internet. experience is about delighting the customer and turning them into ambassadors for your company. Delighted customers buy more and share their service experiences with people they We will be visiting one of the company’s three call centers, a 24 hour center for all know. The challenge is how to delight your customers and elevate their experience without brands, which employs 450 reps including the leadership team. increasing costs. In short, it is about the little things you can identify and do to make this happen. You will get a first hand look at the company’s “People First Philosophy” which 8:30am – 11:30am treats employees the way the company wants customers treated. Find out how WHAT WILL BE COVERED: the company encourages customer service to add value to a sale and strives for During this interactive workshop, we will share ideas and examples of: first call resolution. Learn about motivational contests and promotions. • The difference between Experience and Satisfaction Putting yourself in your customers’ shoes Troy Thornton, Director of Customer Care, Williams-Sonoma, Inc. • OR Delighting your customers • Identifying what works and what doesn’t in customer service • WHAT YOU WILL LEARN: At the end of this workshop, you will leave with: Ways you can elevate the customer experience and build customer relationship • Insight into your own service centers • Some little things you can do now that won’t break the bank • Steps you can take to empower agents • Alex Aversano, Manager Enterprise & Channel Sales, Cicero Inc. 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 networking opportunity. We encourage delegates to take advantage of this unique learning opportunity and see “call centers in action!” The site tours will include: a presentation by one or more executives; a walk around tour of the facilities; an opportunity to meet call center agents; and a question and answer period. SPECIAL EXTENDED SITE TOUR SITE TOUR: WE WILL BE VISITING ZAPPOS.COM - #23 Fortune 2009 100 Best Companies to Work for M 11:45am – 3:45pm Don’t miss this exciting site tour to Zappos, the Las Vegas-based e-commerce site with We will be touring their Henderson Nevada facility and getting a first hand look at their 1,500 perpetually happy, customer focused employees. fun culture, dedicated employees, and how they “deliver wow through service.” .Find out how the environment leads to customer loyalty and retention with 75% of The company's debut at No. 23 on the Fortune 2009 Best Places to Work ranking purchases coming from repeat customers! makes it the highest-ranking newcomer. Zappos, an Online retailer that specializes in sell apparel and shoes have been in the business for 10 years. Some of Zappos’ Jane Judd, Senior Manager of Customer Loyalty, Zappos.com highlight features include their excellent 24/7 customer service, free overnight shipping Jane is the 2008 International Customer Service Manager of the Year (Customer Service and free return shipping with a 365 day return policy. Institute of America) and a 2007 Customer Champion from 1 to 1 Media. 12 Workshop space is limited sign up early call 416-597-4734
  • 13. About Our Sponsors Keynote Sponsor **please supply new blurb** Response Tek the leader in Customer Experience Management, enables Global 2000 firms to grow profits by building customer Contact Centers of America is a global leader in providing customer contact management advocacy and reducing customer defection. ResponseTek:CEM software captures the voice of the customer at every solutions and services in the business process outsourcing (BPO) arena. CCA specializes in channel and touch point in the customer life cycle, and transforms this data into predictive business intelligence that is providing domestic, on shore, high quality solutions at affordable prices thru its proprietary on-campus program distributed across the enterprise. Our clients are able to systematically use the voice of the customer to drive with major universities as well as their unique home agent program utilizing retirees and disabled veterans. improvements in revenue, satisfaction, customer advocacy and reference ability. Clients include Aon, HSBC, Customer service and technical support are provided through multiple contact channels including phone, e-mail, Lastminute.com, MBNA, Pacific Blue Cross and Xerox. Website: www.responsetek.com 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. Upstream Works provides contact center solutions for companies seeking to improve their customer Website: www.contactcentersofamerica.com service through First Call Resolution. Products such as the award winning UpStart, UpTake, and eMedia CMAS give agents the tools to handle a customer request in a single contact, and Co-Sponsors management the data and analytics to correct operational issues that impact customer care. The result is a dramatic improvement in customer satisfaction that translates to financial impact by reducing churn, reducing operational costs and increasing sales revenue. To learn more, visit www.upstreamworks.com. Website: Sword Ciboodle customer interaction software helps improve the way large www.upstreamworks.com organizations interact with their customers, driving down the overall cost to serve whilst enhancing the customer experience. MTI is the solution for all of your outsourcing needs. We have been assisting Fortune 500 companies Recently recognized by Forrester as the global leader in process-centric customer service solutions, Sword achieve their marketing objectives and shape customer relationships for nearly 20 years. We are known Ciboodle was also commended for expediting time to market by being the only vendor to score full marks in nationwide for delivering outstanding sales results and first-rate customer care with the highest regard ‘time-to-value’ in CRM implementations. for accuracy. Clients that are already experiencing the tangible benefits of Sword Ciboodle, in a matter of days rather than Expertise and Services years, include Standard Bank, Sears and Vodafone. Website: www.sword-ciboodle.com Sales Auto Dialer Functionality Web Care • • • Outbound Call Management Verification Services Call List Management RightNow provides CRM software that helps consumer-oriented contact centers dramatically improve their • • • 24/7 Live Inbound Win-back and Retention Upsell quality of service, while reducing costs and increasing agent productivity. Our multi-channel customer • • • Data/Order Entry VOIP IT Services service solution ties together call center and online customer service into a single solution, ensuring • • • Outbound Lead Generation Wireless Software as a Service (SaaS) customers receive a seamless and consistent experience across every touch point. Website: • • • Live Transfer Lead Generation Contract Renewal www.rightnow.com • • Appointment Setting Multi Lingual Resource • • Website: www.mtind.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, CallMiner is the leader in advanced speech analytics providing business intelligence to enterprise delivered as a service, enables organigations to globalize, diversify and grow call center organizations from recorded customer conversations. Eureka, the company’s flagship product, is the operations to deliver exceptional customer care with no infrastructure investment required. Transera provides an only speech analytics solution that automatically and accurately discovers the content, context and purpose of an entire unprecedented level of visibility, control and quality management empowering organizations of any size to rapidly conversation and of every call, enabling companies to understand why customers call and how agents respond. With deploy a feature-rich call center for agents located anywhere in the world, including in-house, outsourced, this knowledge, CallMiner customers are able to significantly improve customer service, enhance agent quality, increase remote, branch offices or at home. With Seratel, organizations can connect people, processes and information sales and impact marketing effectiveness. Website: www.callminer.com Tel: (239) 689-6463 and handle any customer call, anytime and anywhere across global operations. Website: www.transerainc.com UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions B-Connect, designs, constructs and operates Contact Center Solutions, by entrusting powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With the management of your contact centers to B-Connect, you can bring together several key UTOPY solutions, free-flowing human conversations are transformed into actionable insight to benefits: strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and Fast Response Services: Data entry • • uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, Greater Flexibility Customer Care • • healthcare, telecommunications, outsourcing, and retail. Increased Savings Tech Support/ Helpdesk Our infrastructure” • • Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech Sales /Telemarketing 3 Sites distributed: 2 in México • • analytics, business intelligence, contact center operations and business process improvement. Please visit Proven Expertise: CRM Services City and 1 in Torreon • www.utopy.com or www.speechanalytics.com or call +1.866.44.UTOPY (+1.866.448.8679). Website: www.utopy.com Customized operational Loyalty Program 4,500+ Employees • • • procedures Early collections 2,200+ Work Stations • • NCO Customer Management provides global Customer Care solutions to many of the Fortune 500 Adaptable pricing schemes Survey applications • • companies. Our CRM division offers a wide variety of services including inbound and outbound Customer retention Website: www.b-connect.com.mx • customer care programs, customer retention, technical support, customer acquisition/sales, e-mail management, Interactive Voice Response and Messaging, Web chat, and printing/mailing services. Website: CFI Group is the gold-standard of customer satisfaction measurement, www.ncogroup.com turning ‘voice of the customer’ data into improvement strategies for measurable results. CFI Group’s system gives you key performance metrics and finds opportunities to improve UNICOR, also known as Federal Prison Industries, was established by executive order in 1934 with customer satisfaction for greatest ROI, so you can make informed, strategic business decisions that protect your the goal of employing federal inmates in productive work, and training them in valuable job skills. greatest asset—your customer. Headquartered in Ann Arbor, Michigan, CFI Group has 11 offices worldwide and As a self-sustaining, self-funded government corporation, UNICOR has supplied a wide range of services clients in a variety of sectors including telecommunications, manufacturing, retail and government. quality goods and services to federal agencies for over 70 years. More recently, UNICOR has been authorized to partner Website: www.cfigroup.com/ with private sector firms currently sending work offshore or in lieu of sending work offshore. Website: www.unicor.gov 13
  • 14. Sponsors and Exhibitors 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- TeleTech® is the premier business process and customer interaction management specialist. medium enterprise (SME) customer service organization. Moreover, SpiceCSM applications are available ‘on-demand’ or We perform complex outsourcing activities across all aspects of the customer management ‘open source’ to meet your IT deployment preferences. Whether you are a small start-up company looking to establish lifecycle. By leveraging nearly three decades of experience, our enabling technologies, global your reputation as a customer centric organization, or a tenured organization with a reputation to maintain and best practices, and innovative human capital strategies, we provide an array of front- to back-office support capabilities improve, the SpiceCSM software suite will meet your needs. Website: www.spiceCSM.com for the world’s most respected and recognized companies. Website: www.teletech.com Interior Concepts specializes in designing and manufacturing green call center Mindshare’s Enterprise Feedback Management (EFM) tools help companies improve furniture that provides cost-effective utilization of floor space. Whether utilizing the operations and minimize customer attrition through personal customer involvement. available floor space to increase the number of workers, or to enhance the work area Mindshare’s proprietary survey technology captures customer and employee feedback in for each employee, the objective of Interior Concepts is to improve the performance and profitability of our customer. real-time and immediately transforms it into actionable intelligence. With Mindshare, companies can determine the Additionally, we offer a Lifetime Warranty, complimentary space planning & project management, and the best type of information they collect, who can access it, and how it’s reported. Mindshare is affordable and flexible, surveys wire/cable management system in the industry. Website: www.interiorconcepts.com and reports can be modified on the fly, and data may be accessed from anywhere. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range from performanceAgents™ is a performance consulting, training and outsourcing small regional chains to large multinational corporations. Website: www.mshare.net company dedicated to maximizing human performance in sales, service and support teams. Our specialized approach leverages behavioral analysis (top performer profiling and knowledge capture), rapid TARGUSinfo delivers precise and actionable consumer insights from the moment the phone knowledge transfer techniques, behavior-based coaching, qualitative monitoring, and operational and environmental rings to enable you to acquire, retain and grow today’s high-value customers. alignment and reinforcement processes. We blend behavioral science (understanding how people behave) with With our cutting-edge analytics platform and unmatched accuracy and coverage of consumer instructional design (understanding how people learn) to create and sustain substantial lifts in the quality and data, we enable you to identify your most valuable callers, that fuel skills-based routing, to optimize messaging and effectiveness of human interaction – ultimately improving how employees and supervisors communicate and connect, offers, prioritize and score leads in real time, remarket to lost prospects and provide a better customer experience. with customers and each other. Website: www.performanceagents.com The result is a greater return on marketing investment —measured by increased order values, shorter call times, reduced costs, improved efficiencies and increased conversion rates. The Fraser Group, LLC is a management-consulting firm with extensive experience in helping operations For more information, please contact TARGUSinfo at 1.800.6.TARGUS (800.682.7487) and management improve performance based on voice of the customer research. For over a decade, The Website: www.targusinfo.com Fraser Group has focused on research designs that provide actionable information to management in the areas of customer loyalty and satisfaction, customer relationship management (CRM) and employee Cicero Inc. provides software integration solutions to Global Fortune 500 and other companies satisfaction measurement and improvement. Clients of The Fraser Group include a winner and two site visit recipients and government organizations that integrate applications, streamline business processes, and of the Malcolm Baldrige National Quality Award. Barry Maners is the Managing Director of the Fraser Group. He is an extend the functionality of existing technology such as CRM, legacy, Citrix, and other applications. The Cicero Platform often-called on speaker in the areas of customer satisfaction, call center management, management and supervision, is the original, patented desktop integration solution that increases agent effectiveness, cuts call times, simplifies CRM measurement and management, stakeholder value management, employee satisfaction and navigation into a unified desktop, increases cross/up-selling opportunities, and elevates the overall customer experience qualitative/quantitative research design. In addition to the market research and management development work Mr. by enabling contact center applications to do more, smarter. Cicero’s customers such as Merrill Lynch and Nationwide Maners completes, he is also active as an adjunct lecturer at the university level. Financial create and deploy fully integrated solutions within weeks and typically achieve a Return on their Investment Prior to becoming the Managing Director of the Fraser Group, Mr. Maners: within months. enjoyed an 11 year career with General Motors, • Website: www.ciceroinc.com was, for 4 years, the Director of Human Resources and Sales Training at a division of the investment banking firm of • Kravis, Kohlberg and Roberts Building on more than 35 years of innovation, Texas Digital is proud to be a leading provider of And for 7 years was Vice President of Client Services at Walker Research. • integrated communication solutions that deliver exceptional value for the call center, cinema, Mr. Maners is degreed in Mechanical Engineering from Purdue University, holds a Masters in Industrial Management distribution center, financial institution, help desk, network data center and quick-serve restaurant markets. and is an ABD PhD in Economics from the Krannert School of Mgmt. Website: www.TheFraserGroup.org 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 For more than 35 years, TARP Worldwide has been revolutionizing the customer experience. Today, our solution collects, manages and communicates up-to-the-second information to empower fact-based decisions that will two divisions continue to create innovative solutions to help Release the Profit of Interaction™. TARP’s improve performance, customer satisfaction and profitability. Website: www.txdigital.com Research Division quantifies the customer experience in financial terms, tracking its implications, and guiding resource allocation and executive decision-making. TARP’s Practices Division develops strategies to improve Keller Center for Corporate Learning: Empower your employees with the skills and customer service, improve marketing and sales communications, improve frontline effectiveness, and inspire employees opportunities that give your business a competitive edge. From module-based cohort to attain higher performance. Website: www.tarp.com 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, VIPdesk specializes in delivering virtual call center solutions and concierge services to luxury and developing managerial abilities, executing critical projects, complying with regulatory mandates and enhancing premium brand leaders in several industries including retail, travel, auto and financial services. We technical skills. We combine expert instruction, personal attention and innovative educational formats to create tailored serve more than 70 blue-chip clients with over 10 million customers and are continually recognized through numerous solutions that can transform your employees’ performance. awards, including the Inc. 500, Inc. 5000, NCBEA Business Ethics Award, Stevie Awards for Women in Business and Choice of class formats. Courses may be offered at your site, at one of our 90+ locations, or online for global access. • Smart CEO Future 50. Website: www.vipdesk.com 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: corp.keller.edu Envision is an award-winning contact center solutions company offering products and services that quot;Call Center Summit is one of the premier call center events of the year! We have the opportunity enable organizations to deliver world-class customer service. Envision Centricity™, the company’s to showcase emerging technology to industry leaders in the call center market. The conference is innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance and workforce always well managed and organized allowing attendees and exhibitors alike to network and management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and casually enjoy their time together.quot;Linda Fitzpatrick, VP Sales, Texas Digital unique needs of customer-focused organizations worldwide. Website: www.envisioninc.com 14 Contact jason.ramrattan@iqpc.com or 416-597-4734 to register limited seating available!
  • 15. Registration Info Sponsorship and Exhibition Opportunities ❑ YES! Please register me for Sponsorships and exhibits are excellent opportunities for your company to showcase its products and services to high-level, targeted decision-makers Phone: 416-597-4734 attending 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 Please register the following people from my organization: of which are custom-tailored to assist your organization in creating a platform to Name maximize its exposure at the event. Title For more information on sponsoring or exhibiting at Call Center Week please Email: Jason.Ramrattan@iqpc.com Company contact Mario Matulich at 212-885-2719 or sponsorship@iqpc.com. Telephone Fax End-User Pricing Register By 3/20/09 Register by 4/10/09 Register by 4/24/09 Register by 5/22/09 Standard Price Email Conference Only $1,199 (save 800) $1,299 (save 700) $1,599 (save $400) $1,799 (save $200) $1,999 Mailing Address All Access Pricing $2,399 (save $2,147) $2,599(save $1,947) $2,799 (save $1,747) $2,999 (save $1,547) $3,199 (save $1,347) City/StateZip Pre-Conference Workshop Day (June 15, 2009) $999 $999 $999 $999 $999 (use separate sheet for additional attendees) Post-Conference Workshop Day Total Price for Your Organization Payment Information (June 18, 2009) $999 $999 $999 $999 $999 $ ❑ VISA ❑ M/C ❑ AMEX (Add total of all individuals attending): Workshop/Site Tour/ Master Class Only $549 each $549 each $549 each $549 each $549 each Card Number: Exp. Date: Other Pricing Register by 4/24/09 Register by 5/22/09 Standard Price Name On Card: CVM Code: Conference Only $1,999 (save $1,000) $2,499 (save $500) $2,999 Signature: All Access Pricing $3,199 (save $2,347) $3,699 (save $1,847) $4,199 (save $1,347) Billing Address if Different From Above: Pre-Conference Workshop Day (June 15, 2009) $999 $999 $999 City/State/Zip: Post-Conference Workshop Day (June 18, 2009) $999 $999 $999 Important! To speed registration, provide the customer registration code located on the Workshop/Site Tour/ back page—even if it is not addressed to you! Master Class Only $549 each $549 each $549 each MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC All Access Pass grants access to all workshops, site tours, and main conference days. Must confirm workshops and site tour participation at time of registration. * CT residents or people employed in the state of CT must add 6% sales tax. Please note: Multiple discounts cannot be combined. Details for making payment via EFT or wire transfer: A $99 processing fee will be charged to all reigstrations not accompanied by credit card at end of registration JPMorgan Chase End-User pricing valid for qualified call center professionals. Other includes any service provider to call center practitioners - Solution Providers, Consultants, or any third party vendors Penton Learning Systems LLC dba IQPC: 957-097239 ABA/Routing #:021000021 that partner with or provide services to call centers or provide call center outsourcing to organizations. Reference: Please include the name of the attendee(s) and the event number: 10711.003 Discounts are taken off the full conference price only and do not apply to workshop only registrations. IQPC reserves the right to qualify your registration before applying your discount. 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 About the Venue payment is received and may be subject to cancellation. The Bellagio Hotel, Las Vegas www.bellagio.com 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 3600 Las Vegas Blvd South academia. For more information about scholarships to this event, please call Customer Service at Las Vegas, NV 89109 1-800-882-8684. RESERVATIONS: (888) 987-8686 Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1- 800-882-8684 to discuss your specific needs. Contentment and opulence are the hallmarks of your Bellagio luxury hotel IQPC has secured a special group rate for Call Center Week ©2009 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure experience. A retreat unto themselves, the 3,933 Guest Rooms and Suites are participants at Bellagio. constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham an extension of our AAA Five Diamond Award-winning Las Vegas hotel. Grant Act and common law principles. yourself the luxury of discovery time as you explore the dramatic features Group Rate- $199 (single/ double occupancy) which distinguish our exquisite Las Vegas resort from every other destination in *Reservations must be booked before May 13th, 2009. Rate is valid 3 Media Partners: the world. From dancing fountains to a breathtaking Conservatory & Botanical days pre and post event, subject to availability. Please identify you are Gardens to serenity-splashed Pools & Courtyards, enjoy... part of Call Center Week - IQPC to ensure the special rate. 15

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