nashville live from E l e vat i n g t h e C u s t o m e r E x p e r i e n c e t o C e n t e r S ta g e March 21–24, 2011g ay l o r d opryland N a s h v i l l e , TN ww w. C o n ta c t C e n t e r 2 0 11 . co m • 8 7 7. 5 3 5 . 0 7 0 7
Table of Contents Elevating the Customer Experience to Center Stage Keynote Presentations..............3-4 Join innovative thought leaders at the Contact Center Conference Networking Activities.................... 5 & Expo 2011 in Nashville, March 21-24. The conference will Program Overview......................6-7 focus on contact center professionals dedicated to advancing the Schedule at a Glance................. 8-9 profession and elevating the customer experience to center stage. Pre-Con Workshops............... 10-11 This dynamic conference offers high-quality sessions, networking Site Tours..................................... 12 events, intriguing keynotes and a comprehensive vendor hall to Session Breakouts. ............... 13-21 . help you gather the information you need for effective contact Hotel & Travel..............................22 center management and decision making. Learn strategies to Exhibit Hall..................................22 address the fast-moving evolution of the contact center industry, giving you the competitive edge to advance your career. Registration Packages..................23 Why Nashville? Nashville is a city that resonates with life and moves to the beat of every kind of song. It’s a place where southern charm and a vibrant city peacefully coexist to create a destination that appeals to the interests of every visitor. There’s no better place to educate, energize and return to the Main Package office with an improved dedication to the customer experience. Price: 1,295.00 before 2/11 $2 $1,695.00 after 2/11 The city of music is waiting for you! Includes: Register today at www.ContactCenter2011.com u5 exceptional keynotes and general sessions u 36 conference breakout sessions in seven comprehensive tracks Conference Tracks: u Power-Ups Roundtable Discussions Strategic Planning u Lightning Talk Sessions u The CC 2011 Exhibit Hall – interactive exhibits featuring the latest tools, technologies Quality Customer Experience Management and services from leading vendors u The Expo Hall Happy Hour Booth Crawl Workforce Management u CC 2011 Conference Party u Three breakfasts, two lunches and beverage breaks Multi-Channel Management u Participation in Expo Prize Giveaway – an exciting prize giveaway of high tech Agent Hiring, Development Retention gifts donated by leading industry vendors Contact Center Technology Virtual Workforce 877.535.0707 www.ContactCenter2011.com
keynote p r e s e n tat i o n s Starbucks: Make the right choice: Creating the Total Leading successful Teams Customer Experience during Turbulent Times Joseph Michelli Joel Zeff Best Selling Author, Radio Host Author, International and International Speaker Speaker and Consultant Monday, March 21, Tuesday, March 22, 4:00pm – 5:30pm 2:15pm – 3:30pmJoseph Michelli is the author of the Starbucks It’s difficult to have fun and stay passionate at workExperience: Five Principles for Turning Ordinary during stressful times. Your employees build stressinto Extraordinary. He will share his inside access after each negative media report or change in theto the internal workings that have made Starbucks workplace. In order to maintain a fully functionalthe powerful brand it has become. A contact center contact center it is important to lead your teamshas the unique opportunity to create the customer with success. Although business today meansexperience that supports and exemplifies the brand surviving and thriving during a merger, layoff or thewhether that is selling coffee or any other product all encompassing restructuring it is possible to beor service in the marketplace. successful. How do managers continue to motivate 3Joseph Michelli will focus on the total customer and energize employees during difficult times?experience which impacts the brand. He will share Managers must help employees stay in the game;techniques that can be utilized to improve the work in the moment; and take ownership ofcustomer experience in a way which will increase their happiness.customer loyalty and retention thereby having a Joel Zeff leads the audience through a seriesdirect impact on the bottom line of your organization. of exercises that demonstrates how easy it isJoin us in this powerful, engaging, and knowledge to continue working creatively, effectively andpacked session to turn your contact center productively while dealing with change. Thisexperience into one that creates the ultimate interactive and hilarious presentation will teachcustomer experience. Learn how Starbuck’s created managers the importance of creating opportunitythe ultimate customer experience and walk away and giving positive support to their employees.with new strategies for your organization. Just as important, managers must allow employees to create ownership. Ownership and responsibility will allow the employee to care. And once theJoseph A. Michelli has been described as “catching employee starts to care, the next step is passion.what is right in the world and playfully sparkingpeople and businesses to grow toward theextraordinary.” Through keynote presentations, he Joel Zeff’s spontaneous humor and vital messagestransfers his knowledge of exceptional business have thrilled audiences for years. As a nationalpractices and explores ways to develop joyful speaker and humorist, Joel captivates audiencesand productive workplaces with a focus on the with a unique blend of hilarious improvisationaltotal customer experience. His insights encourage comedy and essential ideas on work and life.leaders and frontline workers to grow and invest Corporations and organizations nationwide seekpassionately in all aspects of their life. him out to motivate and energize their employees.
keynote KEYNOTES s e n p r e tat i o n s Keynote Presentations Getting Great Employee Southwest Airlines: Ground Hog Day: Results: Turning Talent Creating High Performance Escape from Into Performance Organizations Punxsutawney Garrison Wynn Jason Young Kirk Weisler Speaker, Advisor, Former Senior-level Manager CCA Chief Morale Officer Author at Southwest Airlines Wednesday, March 23, Wednesday, March 23, Thursday, March 24, 8:45am – 10:00am 3:45pm – 5:00pm 11:15am – 12:30pm In this keynote, results from the largest Southwest Airlines has given the Have you ever felt as if your efforts management survey ever conducted are business world a textbook example in the contact center are producing combined with real-life management that providing fabulous customer the same results, day in, and day and leadership solutions. Learn service and maintaining high out? You go to work every day, techniques to get the most from your employee morale in a low-cost and every day it’s the same thing. contact center employees, regardless environment is possible—and indeed Are you living “Ground Hog Day” of their skill level, and turn talent into profitable. But what is the real story? in your organization? performance. Leaders will learn to As a key developer of Southwest Change is difficult, and business manage their ego-driven top producers Airlines’ legendary positively leaders often fall into routines that and how to help their low performers outrageous customer service and blur the opportunities to achieve fight their way to the middle. leadership training programs, Jason the great results to stand out as It’s also important to manage people Young knows that great culture true leaders in the organization. Kirk does not just happen. Beyond the4 using methods they respond to so they will decide to stay with your contact headlines and the hype, he shares the Weisler demonstrates the secret to making positive changes and building center. In order to improve employee real inside story behind the success of a great culture within your contact retention it’s important to understand the company consistently rated No. center that will break you out of your how to listen and make people feel 1 in customer service and employee daily routine, making managing fun heard, how to hire for talent and turn satisfaction. Best of all, you will learn again! He will unlock the passion you this talent into top performance as how you can implement these proven had when you first stepped foot into well as how to create a culture of organizational principles in your your current position and were ready excellence with promising people. contact center. to take on the world! Learn how to The ability to lead a contact center Attend and learn to identify and help your team not only adapt to into high-performance is dependent develop the essential factors that change but embrace it. on your ability to lead people. Attend impact performance for any call center: and learn how to achieve great contact leadership principles, management center employee results. practices, team alignment and Kirk Weisler helped to create a employee behavior. Using Southwest Contact Center culture so rich in Airlines as a role model, you will learn ownership spirit, engagement, and Garrison Wynn helps people learn to improve the essential factors for measurable results that he was how to make the jump from your contact center. invited to share his approach first being great at what they do to nationally, then internationally. He understanding and developing the now travels around the world sharing qualities it takes to be chosen for the Jason Young was part of Southwest everyday things leaders can do to job. He gets them to understand why Airlines for ten years and was a key positively influence, nurture, and their products, services, or leadership driver in creating and developing build super cool cultures and high styles—or those of their competitors— the company’s innovative training performance teams. are selected. programs for its successful leadership and customer service culture that have become renowned in the business world today. 877.535.0707 www.ContactCenter2011.com
networking a c t i v i t i e sCC 2011 offers networking opportunities for you Dinner Groupsto share best practices with other leaders who are Tuesday, March 22, 6:00pm – 8:00pmdriving change in the industry. Whether you attend Interested in networking with other professionalsthe Happy Hour Booth Crawl, Lightning Talks, Dinner over dinner? Visit the registration desk and sign upGroups, Power Up Roundtables or the exclusive for a dinner group. You will dine with other professionals,conference party, you will build a social network that have an opportunity to meet and greet, and discuss whatwill give you the inside connection to what others matters most to you. If you’re looking to reach outside yourare doing to be successful in your Contact Center. social core, participating in a dinner group will help you network with other contact center managers facing the same challenges. Each dinner guest is expected to payExhibit Hall Happy Hour for their individual meals... really a small price to payBooth Crawl for a new network of colleagues.Monday, March 21, 5:30pm – 7:00pmGather in the CC 2011 Exhibit Hall for a Happy Hour Power-Up issues SolutionsBooth Crawl. You will start your evening off with a drink Wednesday, March 23, 8:00am – 8:30amon us! Network with your colleagues as you unwind Breakfast roundtables focused on driving solutionsand visit with leading vendors in the industry. to current issues – facilitated peer discussions Make the most out of your breakfast time andLightning Talks join other contact center managers in facilitatedTuesday, March 22, 7:45am – 8:15am discussions. Each breakfast table will have a topicImagine hearing a hot topic – the immediate, meaningful, chosen by you! Topics reflect your most pressingmost powerful element of a session – compressed into a issues that you are facing each day. We’ll providesmall 8-minute lightning talk. These sessions will feature a the facilitator, but it’s up to you and your colleaguesvariety of speakers and topics designed to educate, entertain to discuss how to solve these important problems. 5and motivate you, as you rotate between speakers who will These roundtables are designed to help you learn,share their expertise in just a few minutes. Every lightning socialize and network at your fullest potential.topic you attend brings you closer to a drawing for an iPod Pre-registration is not required, simply join ustouch that will take place at the end of the session. for breakfast and be ready to discuss. Conference party Wednesday, March 23, 7:00pm – 10:00pm Southern charm meets the vibrant city of Nashville during the exclusive CC 2011 Conference Party.
program o v e rv i e w Strategic Planning From aligning contact center goals to the corporate mission to making the decision to outsource, this track will discuss the often used and frequently misunderstood subject of strategic planning. Like customer service, strategic planning is a set of processes that leaders in an organization use to set the direction of an organization. 101 Delivering on Your Brand Promise 201 Service Leadership 401 Moving Agent Metrics Into Action 601 Getting the Budget You Need 701 Source the Work, Maintain the Culture 801 Managing Change in Your Contact Center Quality Customer Experience Management This track will explore the critical role of assessing, surveying, monitoring and analyzing the work of contact center agents. These “moments of truth” are a vital part of understanding the customer’s experience with your company. 102 The Quality Revolution Being Led by Performance Analytics 301 Transforming the Customer Interaction with Behavioral Change 501 Strengthening the Most Vulnerable Link 602 Act Smart, Be Profitable: Intelligent Practices for Improved Customer Interactions 604 Inside the Zappos Contact Center6 802 Better By Design: Call Routing That Satisfies 901 Using Customer Interaction Analytics to Mine the Voice of the Customer Workforce Management There are few jobs more complex and more critical to the performance of the contact center than that of the workforce manager. Even with today’s software tools, workforce management still involves the judgment and understanding of a human being. This track will explore and discuss the various aspects of forecasting, scheduling, and staff planning. 103 Metrics for Evaluating Workforce Management Team Success 302 WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios 504 Schedule Adherence: Is Adherence Really the Problem? Learn the Facts and Get Rid of the Fiction 703 Panel Discussion: All Things Workforce Management 803 Secrets of a Forecasting Junkie CONFERENCE PROGRAM BOARD At CCA we believe that stakeholders in the industry should drive everything that we do – and our conferences are no exception. The purpose of the Conference Program Board is to create a cutting edge conference program. Conference speakers, tracks and sessions are guided by the board and their input helps CCA to offer advanced level conferences for contact center managers. Board members are generally industry practitioners, consultants, professional speakers or solution providers. Boyd Bowling Linda Harden Greg Levin Tim Montgomery Department of Defense Contact Center Pipeline GregLevin.com Cooney Solutions Group Tim Dewey Tiffany LaReau Charles McCann Marilyn Saulnier B Virtual Inc. Human Numbers, LLC Oklahoma State University Service Agility Rich Hand Robert Last Jay Minnucci Lesley Vereen Contact Center Association Contact Center Association Service Agility Service Agility
Multi-Channel ManagementContact centers no longer serve their customers only with the telephone. Today, customers can use a wide varietyof channels (ie. eSupport, Self-service, Email, IVR, Chat, Social Media) to reach a contact center. This track willexamine the impact of a multi-channel contact center on the host organization’s operations and on the employeesthat support the different channels.104 Optimizing Customer Communication in a Multichannel World304 Web Chat: The Secret to Delighting Your Customers403 Best Practices in Integrating Social Media into Your Customer Service Strategy603 Success with the Multi-Channel Call Center804 Customer-Centric Is Mobile-Centric: Determining the Right Mix for Effective Call Centers Agent Hiring, Development RetentionThis track is packed with compelling and actionable sessions on how leading contact centers attract, assess, trainand engage top agent talent to ensure optimal performance and customer loyalty. If you are looking to fortify yourfrontline with highly capable and committed specialists in customer service, support and/or sales, you can’t affordto skip this critical track.202 A Very Long Engagement: Top Tactics in Agent Motivation and Retention402 Is Your Training Gen X / Y Friendly?502 Revenue Reps: Turning Service-Oriented Agents into Sales Stars702 How to Assess Customer Service Agent’s Writing Skills Before (or after) You Hire Them 7902 Who is Piloting Your Contact Center? Contact Center TechnologyThis track will explore the critical role that technology plays in the operation of the contact center. Usingtechnology in the contact center environment is more than flipping a switch, it also includes the need tounderstand the complexity of integrating technology with human beings.203 The Impact of the Millennial Generation on the Contact Center303 A Better Way to Ensure Your IVR Application Does What it’s Supposed to Do503 What’s New? What’s Hot? What’s Right for My Center?704 Ensure Quality Customer Experiences Through Automated Monitoring of Contact Center Technologies903 sCRM: Moving Beyond the Hype to Add Value to the Contact Center Virtual WorkforceVirtual Workforce models for customer service have grown tremendously over the last decade. Recent workforcetrends have accelerated adoption of at-home agent models for contact centers. This track will explore the trends,complexity of starting, managing, and analyzing an at-home or telecommuting program. We will provide casestudies and success stories of at-home models for customer service operations.204 Virtualizing and Centralizing the Contact Center through Technology404 Changing with the Remote Workforce904 Realizing Maximum Results With Virtual Customer Care
schedule At a g l a n c e Sunday, March 20, 2011 7:00am - 8:00am Continental Breakfast 7:00am - 5:00pm Registration Information 8:00am - 5:00pm 2-Day Pre-Conference Workshops (Day 1 of 2) Pre-1: Managing a High Impact Contact Center, Marilyn Saulnier Pre-2: Workforce Management and Beyond: Efficiency that Builds Loyalty, Jay Minnucci Monday, March 21, 2011 7:00am - 8:00am Continental Breakfast 7:00am - 7:00pm Registration Information 8:00am - 4:00pm 2-Day Pre-Conference Workshops (Day 2 of 2) Pre-1: Managing a High Impact Contact Center, Marilyn Saulnier Pre-2: Workforce Management and Beyond: Efficiency that Builds Loyalty, Jay Minnucci 8:00am - 11:30am 1/2-Day Morning Pre-Conference Workshops Pre-3: The Refreshing Leader, Kirk Weisler Pre-4: Managing a Virtual Workforce, Tim Dewey Pre-5: Quality Monitoring Coaching in the Contact Center, Robert Last 8:00am - 11:30am Morning Site Tours Site Tour 1: NHL Predator’s Bridgestone Arena 12:30pm - 3:45pm 1/2-Day Afternoon Pre-Conference Workshops Pre-6: Moving Metrics into Action, Tim Montgomery Pre-7: Bridging the Gap Between Social Media and Customer Service, Mary Naylor 8 12:30pm - 3:45pm Afternoon Site Tours Site Tour 3: Deloitte CallCenter 4:00pm - 5:30pm Opening General Session: The Starbucks Experience: Creating the Total Customer Experience, Joseph Michelli 5:00pm - 7:00pm Exhibit Hall Open 5:30pm - 7:00pm Exhibit Hall Happy Hour Booth Crawl Tuesday, March 22, 2011 7:00am - 5:00pm Registration Information 7:30am - 8:30am Breakfast 7:45am - 8:15am Lightning Talks 8:45am - 9:45am Session Block 1 101: Delivering on Your Brand Promise, Marilyn Saulnier 102: The Quality Revolution Being Led by Performance Analytics, Joseph McFadden 103: Metrics for Evaluating Workforce Management Team Success, Dan Rickwalder 104: Optimizing Customer Communication in a Multichannel World, Lori Bocklund 10:00am - 11:00am Session Block 2 201: Service Leadership, Pete McGarahan 202: A Very Long Engagement: Top Tactics in Agent Motivation and Retention, Greg Levin 203: The Impact of the Millennial Generation on the Contact Center, William Durr 204: Virtualizing and Centralizing the Contact Center through Technology, Robert Lamb 11:15am - 12:15pm Session Block 3 301: Transforming the Customer Interaction with Behavioral Change, Miriam Nelson 302: WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios, Penny Reynolds 303: A Better Way to Ensure Your IVR Application Does What It’s Supposed to Do, Mike Burke 304: Web Chat: The Secret to Delighting Your Customers, Jim Borum
Simply follow these track colors to find topics suited to your issues. Strategic Q uality Workforce Multi-Channel Agent Hiring, Contact Center Virtual Planning Customer Management Management Development Technology Workforce Experience Retention Management12:00pm - 4:00pm Exhibit Hall Open 12:15pm - 2:15pm Lunch 2:15pm - 3:30pm General Session: Make the Right Choice: Leading Successful Teams During Turbulent Times, Joel Zeff 3:45pm - 4:45pm Session Block 4 401: Moving Agent Metrics Into Action, Tim Montgomery 402: Is Your Training Gen X / Y Friendly?, Ann Ward 403: Best Practices in Integrating Social Media into Your Customer Service Strategy, Mary Naylor 404: Changing with the Remote Workforce, Tim Dewey 6:00pm - 8:00pm Networking Dinner Groups Wednesday, March 23, 2011 7:00am - 5:00pm Registration Information 7:30am - 8:30am Breakfast 8:00am - 8:30am Power-Up Issues and Solutions8:45am - 10:00am General Session: Getting Great Employee Results: Turning Talent Into Performance, Garrison Wynn 10:15am - 11:15am Session Block 5 501: Strengthening the Most Vulnerable Link, Ann Gray 502: Revenue Reps: Turning Service-Oriented Agents into Sales Stars, Tom Stanfill 503: What’s New? What’s Hot? What’s Right for My Center?, Lori Bocklund 504: Schedule Adherence: Is Adherence Really the Problem? Learn the Facts and Get Rid of the Fiction, Wendy Fowler 11:30am - 12:30pm Session Block 6 601: Getting the Budget You Need, Marilyn Saulnier 602: Act Smart, Be Profitable: Intelligent Practices for Improved Customer Interactions, Pete McGarahan 603: Success with the Multi-Channel Call Center, Jason Williams 9 604: Inside the Zappos Contact Center, Myra Golden 12:00pm - 2:30pm Exhibit Hall Open 12:30pm - 2:30pm Lunch 2:30pm - 3:30pm Session Block 7 701: Source the Work, Maintain the Culture, Jay Minnucci 702: How to Assess Customer Service Agent’s Writing Skills Before (or after) You Hire Them, Leslie O’Flahavan 703: Panel Discussion: All Things Workforce Management, Moderated by Marilyn Saulnier 704: Ensure Quality Customer Experiences through Automated Monitoring of Contact Center Technologies, Mike Burke 3:45pm - 5:00pm General Session: Southwest Airlines: Creating High Performance Organizations, Jason Young 7:00pm - 10:00pm CC 2011 Conference Party Thursday, March 24, 2011 7:00am - 12:30pm Registration Information 7:30am - 8:30am Breakfast 8:45am - 9:45am Session Block 8 801: Managing Change in Your Contact Center, Sheri Green 802: Better By Design: Call Routing That Satisfies, Jay Minucci 803: Secrets of a Forecasting Junkie, Tiffany LaReau 804: Customer-Centric Is Mobile-Centric: Determining the Right Mix for Effective Call Centers, Mary Cook 10:00am - 11:00am Session Block 9 901: Using Customer Interaction Analytics to Mine the Voice of the Customer, Diego Lomanto 902: Who is Piloting Your Contact Center?, Rich Hand 903: sCRM: Moving Beyond the Hype to Add Value to the Contact Center, Kris Brannock 904: Realizing Maximum Results With Virtual Customer Care, Sally Hurley 11:15am - 12:30pm General Session: Ground Hog Day: Escape from Punxsutawney, Kirk Weisler
pre-conference w o r k s h o p s 2-Day Workshops 8:00am – 5:00pm Half-Day Workshops 8:00am – 11:30am Sunday, March 20 — Monday, March 21, 2011 Monday, March 21, 2011 Pre-1 Pre-3 Managing a High Impact Contact Center The Refreshing Leader Marilyn Saulnier, Senior Consultant, Service Agility Kirk Weisler, Chief Morale Officer, Team Dynamics Our two-day dynamic contact center seminar integrates Great leaders know they must take time to replenish themselves fundamental principles with the reality of today’s multichannel to keep their leadership spirit fresh and their perspective positive. 24x7 world to deliver innovative ideas for success. During this This workshop promises to help leaders like you do just that. session you will learn how to enhance the strategic value of During this workshop we’ll take the time to re-evaluate your your operation and build customer loyalty through exceptional personal leadership philosophy (or create one), re-focus customer service. While raising customer satisfaction levels you your vision and discover how to put your strengths to work. will also discover new ways to deliver value and lower overall We’ll also review your goals and your progress towards them expenses. With our development model to guide you through (or write them down for the first time). assessment and prioritization, you will leave this seminar ready to implement the ideas, solutions, and methodologies that The journey from manager to refreshing leader is a challenging will improve your contact center’s performance. This course is one. But it is certainly one worth taking. You’ll leave this designed for directors, managers, and supervisors responsible workshop with a personal leadership action plan to help for customer service in all industries. Whether you are new you walk and talk in a more refreshing way. to contact centers or an experienced veteran, you will have Kirk Weisler, Chief Morale Officer, helped to countless “aha” moments as the pieces of the puzzle start to create a Contact Center culture so rich in ownership come together with exceptional clarity. spirit, engagement, and measurable results that he Marilyn Saulnier is a Senior Consultant at Service was invited to share his approach first nationally, Agility with over 25 years experience building then internationally. customer loyalty, improving the overall performance10 of call centers, and maximizing the strategic value of the call center investment. Pre-2 Pre-4 Workforce Management and Beyond: Managing a Virtual Workforce Efficiency that Builds Loyalty Tim Dewey, CEO, B Virtual Inc. Jay Minnucci, President, Service Agility Leading and managing your team can be difficult enough today This two-day seminar will give you the knowledge required without the increased complexities related to virtual employees. to reduce expenses and improve customer satisfaction. You As your employees transition to a virtual team the dynamics will learn how to design your workflow processes from the change for successful management. This pre-conference workshop customer’s perspective, and how the attention to speed will will focus on managing a virtual workforce successfully. Our three positively impact the customer experience. The session will primary areas of focus for this workshop will be: also present examples on how to use analytics to always be u Establishing best practice standards for an at-home team prepared for customer needs, and to evaluate how well you u Utilizing technology to improve the management of an have performed. Our approach of combining efficient workflow design with the most valuable workforce management practices at-home team will help you to create an organization that is always able to u How an at-home team can consistently outperform and wow the customer without needing to break the bank. This exceed expectations seminar is exactly what you need when the call is to do more Join us for this informative ½ day workshop where we will with less. This course is designed for directors, managers, provide answers and prescriptive guidance to managing a remote supervisors, and analysts that are responsible for delivering workforce in today’s complex business environment. efficient and effective service. Tim Dewey has been an active part of the Jay Minnucci, founder of a consulting and training service and support industry for over 15 years. company dedicated to improving customer service He is now President and CEO of B Virtual Inc., and call center operations, provides strategic and the leader in virtual workforce solutions for tactical guidance across all industries for enterprises the service and support industry. that seek to optimize customer interactions.
pre-conference w o r k s h o p sHalf-Day Workshops 8:00am – 11:30am Half-Day Workshops 12:30pm – 3:45pm Monday, March 21, 2011 Monday, March 21, 2011 Pre-5 Pre-6 Quality Monitoring Coaching Moving Metrics into Action in the Contact Center Tim Montgomery, CEO, Cooney Solutions Group Robert Last, Director of Research Content, CCA Contact center costs are getting more attention than ever and Quality monitoring and coaching to improve performance are the pressure is being felt at all levels of the organization. When the twin tasks of contact center management that is often everyone isn’t aligned, it quickly finds its way to the front line perceived as distasteful and time consuming, but absolutely and ultimately, the customer. In this session you’ll learn practical necessary. Despite its importance and ubiquity, many contact ways to use the resources you already have more effectively and center managers dread monitoring and coaching programs and move your organization closer to getting everyone on the same assume that they have to be time consuming, full of conflict “productivity page”. Highlights from the session include: and frustrating for all parties. Not so. As with most activities u Connecting the productivity improvement dots and programs you get what you put into the program – “GIGO” u How to get everyone in the organization to better Garbage In, Garbage Out. Learn to put in great strategies and achieve great results. This workshop will discuss how to design appreciate call center productivity a quality monitoring program and how to coach employees for u Seven proven tactics for defining and improving individual better performance. It will also present several best practices for agent productivity monitoring programs in the contact center environment, including u Strategies for using metrics to motivate positive behavior how to monitor multiple channels: email, chat social media. changes – and what to avoid Bob Last is the Director of Research Content Tim Montgomery is CEO of Cooney Solutions Group for the Contact Center Association. For 25 years (CSG), a global provider of customer service and he has been a contact center supervisor, manager contact center solutions. As a seasoned executive, and director as well as a consultant, writer and industry analyst. Tim has been a major force in the call center and customer service industry. 11 Pre-7 Bridging the Gap Between Social Media and Customer Service Mary Naylor, CEO and Founder, VIPdesk Social media is an invaluable customer engagement tool— from determining the pulse of the customer to interactive communication between consumers and (formerly faceless) corporations. However where social media should “reside” in an enterprise is often a loaded issue. Bridge the gap between social media and customer service through integration of social media into the customer contact center. Discuss the role of the customer contact center in social media management, and learn best practices, tools and tips for adding social media to the customer communication arsenal. You will learn: u The importance of integrating social media into overall customer service strategy u Best practices addressing how social media can be used to supplement current customer communication channels u The role the customer contact center plays in social media implementation u Best practices, tools, and tips for incorporating social media into your contact center 877.535.0707 www.ContactCenter2011.com Mary Naylor is the CEO and Co-founder of VIPdesk, which is trusted by global industry leaders to enhance their brands through customer care and loyalty programs.
Site tours M o n d a y, M a r c h 2 1 , 2 0 1 1 What Can I Expect From a Contact Center Tour? As a professional, it is interesting to learn what others are doing in their contact centers. By sharing practices in these live settings, contact center hosts offer tour attendees the opportunity to learn, share, and have fun in this up close and personal environment. Participants will be provided with an overview of the organization and detailed information about the processes and practices utilized by the local contact center. You will not only tour the contact center but have the opportunity to ask questions and learn best practices, as well as experience the process and procedures that work best, which you can apply to your own operations. Schedule a tour to visit your choice of contact centers in the Nashville area and experience learning unlike you can receive in-office. Additional site tours options (Site Tour 2 and Site Tour 4) are available on our website at www.contactcenter2011.com. Site Tour 1: Site Tour 3: NHL Predator’s Bridgestone Arena Deloitte CallCenter Monday, March 21, 8:00am – 11:30am Monday, March 21, 12:30pm – 3:45pm The ultimate out of office experience! We have secured the The CallCenter, as it is known, is part of Deloitte Services, Bridgestone Arena, home of the NHL Predators! In addition to LP. The CallCenter provides an array of call center support serving as the home of the Nashville Predators, Bridgestone services for the Deloitte US firms. Over the past three years, Arena has hosted a wide variety of sporting events including through a strong service oriented vision, continuous quality the 2010 CMA Awards, the U.S. National Figure Skating improvement process, a strong virtual support team across Championship, the NCAA Men’s Basketball Tournament and three centers, and a servant leadership orientation, the the NHL Entry Draft. Get a behind scenes look at how this arena Deloitte CallCenter has positioned itself as a service leader. handles outbound ticket sales and a variety of issues most12 people don’t often see up close and personal. Seats for this tour are limited so book early! If you handle the sales functions in your contact center you will not want to miss this tour. Ever been to a live NHL hockey game? Get ready for some fast paced action at the Bridgestone Arena in Nashville. The Predator Ice Girls and dancers will be entertaining the crowd as the Nashville Predators take on the Edmonton Oilers. Come see Edmonton’s 2010 NHL first draft pick Taylor Hall face off against the home town Predators in a game you won’t want to miss. You can get involved in the hard hittin’ action by taking advantage of the exclusive CC 2011 game discount. Plan on being at the game for puck drop at 7:00pm. Don’t be late – you might find yourself in the penalty box. Learn more about the special savings and your opportunity to have fun and network with your colleagues at the hockey game by visiting us online at: www.contactcenter2011.com. 877.535.0707 www.ContactCenter2011.com
S essio n b l oc k 1 T u e s d a y, M a r c h 2 2 , 2 0 1 1 8:45am – 9:45amSession #101 Session #103Delivering on Your Brand Promise Metrics for Evaluating WFMConference Track: Strategic Planning Team SuccessMarilyn Saulnier, Senior Consultant, Service Agility Conference Track: Workforce ManagementCome to this session and take away tips and strategies for Dan Rickwalder, President, Proactive Planning Group, LLC.putting your call center on the path to world class. You Bring your laptop... and your data... and see how goodwill find yourself taking a fresh look at your call center and your Workforce Management team really is. In this session,identifying some critical gaps. You will also learn how you learn how to evaluate the performance of your Workforcecan bridge some of the gaps, improve your call center’s Management team on a whole new level. For years weperformance and deliver on the brand’s promises. have been saying that great workforce management drivesAlign your contact center with the organization’s shared consistent performance.mission, vision and values and learn how world class companies: Now you can learn how to evaluate your center’s u Create a culture of employee engagement where performance and what to do about it. For this interactive employees are recognized, valued and empowered workshop, you will need to bring your interval volume to do what it takes to build customer loyalty forecasts and service levels for at least 30 days in an Excel file. We’ll teach you new metrics and methods to evaluate u Experience higher levels of productivity and quality forecast and service level performance, and review typical Implement efficient processes u performance and discuss how to improve your results. u Build collaborative relationships across the organization Dan Rickwalder is an industry leading consultant, author, seminar leader and Marilyn Saulnier has over 25 years experience speaker with over a decade of experience in driving contact center strategic value to the working and consulting in the contact forefront of organizations with an expertise in center industry. strategic planning, operations management, and training program development. 13Session #102 Session #104The Quality Revolution Being Optimizing Customer CommunicationLed by Performance Analytics in a Multichannel WorldConference Track: Quality and Customer Experience Management Conference Track: Multi-Channel ManagementJoseph McFadden, Director, Performance Solutions, Enkata Lori Bocklund, President, Strategic ContactThis presentation will take a practical, operational look Customers expect accommodation of their channels of choiceat how the latest analytics capabilities are transforming and seamless interaction handling across all channels. Yetquality monitoring practices. Review best practices for the multichannel service excellence has proven an elusive goal.application of various analytics capabilities and the impact of Companies struggle with consistency in content and servicenew analytics on various functions in the quality assessment levels especially when ownership for different channels isand performance monitoring stream. Lastly, highlights from spread throughout the organization.a customer case study will be provided. Learn how these This session will give you the strategic framework for buildingcombined analytics enhance and automate current quality your multi-channel customer contact strategy. It will outlineand performance monitoring practices to: the step-by-step planning process while providing real-world u Automatically identify highest priority issues and examples that translate theory into practice. You’ll learn agents for coaching and development about new technologies that deserve a place on the drawing board as well as tools and techniques to make them effective. u Maximize supervisor coaching efforts on the highest priorities And you’ll walk away with a list of key factors that impact u Leverage self-improvement programs planning and implementation. u Uncover operational issues that QM misses Lori Bocklund focuses on helping companies Joe McFadden is a veteran of the customer service optimize the strategic value of their customer industry. He has been associated with the launch contact technology and operations. During her of several first-in-category solutions including 20 years in the industry, she has helped clients VoIP-based, multi-channel contact routing develop actionable plans tied to business goals. solutions, IVR, and agent optimization solutions.
S essio n b l oc k 2 T u e s d a y, M a r c h 2 2 , 2 0 1 1 10:00am – 11:00am Session #201 Session #203 Service Leadership The Impact of the Millennial Generation Conference Track: Strategic Planning on the Contact Center Pete McGarahan, President Founder, McGarahan Associates Conference Track: Contact Center Technology Service leadership is about challenging conventional wisdom William Durr, Global Solutions Consultant, Verint Systems and having the moral backbone to stand up for doing This session is designed to educate customer service the right thing for the customers. It is a servant role that professionals about the convergence of existing software creatively and innovatively looks at the business of service applications commonly found in the contact center with with a foundation based on industry best practices. Service a new set of applications that provide critical insight into leadership is something that can guide your decisions and customer desires and sentiments. It will describe a new your day-to-day interaction with customers, team, peers and operations model due to generational shifts taking place in management. Attend and learn to lead and reengage our team Western economies, as the Baby Boomers leave the economy and our customers, giving them hope and purpose that their and the Millennials enter. The session argues that Millennials needs come before ours. They need to know and see that they have very different requirements and expectations from are the central focus when decisions are made. companies – as employees and as customers. Into the Peter J. McGarahan offers 27 years of IT void comes a set of analytical tools that help organizations and business experience in optimizing and understand what customers want, like, desire, say and feel aligning the service and support organizations about the companies they do business with. The session of the Fortune 1000 to deliver value against explores cutting edge technologies such as speech analytics, business objectives. text analytics and direct customer feedback. Bill Durr is a 25 year industry veteran and has held a variety of roles for major contact center vendors and worked as a consultant14 for centers challenged with meeting their performance objectives. Session #202 Session #204 A Very Long Engagement: Top Tactics Virtualizing and Centralizing the in Agent Motivation and Retention Contact Center through Technology Conference Track: Agent Hiring, Development Retention Conference Track: Virtual Workforce Greg Levin, Principal and Founder, Off Center Robert Lamb, Director, Contact Center Services, ATT Consulting This session is ideal for any manager, supervisor or team lead As business continues the effort to reduce operating costs looking to fuel agent enthusiasm and remove the revolving and improve customer service, the movement to consolidate, door through which so many agents rapidly exit the contact centralize and virtualize contact center functions becomes center. Attendees will hear about how the world’s leading increasingly attractive. In this session, learn how customer customer care organizations generate and continuously inquiries can be handled by a trained agent in any location elevate agent motivation, performance and commitment to provide a more flexible resource for meeting service – and the positive impact that such high levels of employee levels. Realize that location is no longer a factor for hiring engagement have on customer loyalty and the bottom line. conscientious, qualified agents. If you currently struggle to keep agents awake, motivated You will learn how to effectively allow independent and in place, you’re not going to want to miss this highly locations or bodies of resources to operate together as informative and entertaining session -- led by renowned part of a cohesive customer interaction network. Learn contact center expert and humorist, Greg Levin. how to improve agent efficiencies and enhance customer Greg Levin, Principal and Founder of Off Center, experiences, improve time to response, first call resolution, LLC., is one of the most unique and refreshing consistency of experience, and shorter queue times etc. voices in the customer care industry. He has been Robert Lamb is the Director and Global Practice researching, reporting on and satirizing contact Lead for ATT Consulting’s Contact Center centers and customer care since 1994. practice. He has over 24 years of consulting experience in the strategy, design and development of contact centers.
S essio n b l oc k 3 T u e s d a y, M a r c h 2 2 , 2 0 1 1 11:15am – 12:15pmSession #301 Session #303Transforming the Customer Interaction A better way to ensure your IVRwith Behavioral Change Application does what it’s supposed to doConference Track: Quality and Customer Experience Management Conference Track: Contact Center TechnologyMiriam Nelson, Senior Vice President, Aon Hewitt Mike Burke, CTO / VP of Consulting, IQ ServicesAre organizations crafting the customer interaction in a way A hybrid approach to IVR application feature testing allows youthat yields the best possible experience? This session will to be certain the experience your customers have when theyaddress the following key learning objectives: navigate your IVR is the one you designed for them, without the u What are the critical elements for successfully crafting test activity itself costing a fortune or taking longer than you have the customer interaction? between releases. By using automation to control the process and employing people to provide oversight and judgment, u How do we effect true behavior change in the front line? you can get actionable results and have confidence that your u How best to assess program impact on key applications will do what they are supposed to do. You’ll learn: performance measures? u How and why a hybrid approach to IVR application Participants will learn key lessons gleaned from Aon Hewitt’s feature testing can be both cost-effective and timelydatabase of monitoring millions of calls from leading service u Results you should expect from a rigorous testing process providers. Participants will have the opportunity to share u When a smoke test approach to application validation their best practices, challenges, and learnings. A diagnosticwill be provided so that each participant can assess the is appropriate as an alternative to a comprehensiveeffectiveness of their own call quality program. dialog traversal Dr. Miriam Nelson is a Senior Vice President Mike Burke has nearly 40 years of experience at Aon Hewitt and serves as practice leader in the telecommunications, contact center for Call Center Performance solutions within and networking industries. Aon’s Talent and Rewards. 15Session #302 Session #304WFM Design Dilemmas: Optimizing Staffing Web Chat: The Secret to Delightingin Evolving Contact Center Scenarios Your CustomersConference Track: Workforce Management Conference Track: Multi-Channel ManagementPenny Reynolds, Co-Founder, The Call Center School Jim Borum, SVP, Client Services, RDI MarketingThis session delves into some of the more common issues to Want to improve or implement chat communication in yourconsider that will effectively address workforce management contact center? Join this session to discuss the ever changingchallenges for single-site, multiple-site, and consolidated role web chat plays in creating customers who are not justcontact center operations. Participants will learn to: satisfied but delighted. Research shows that clients want to u istinguish between random and sequential workload D do business with firms who allow them to decide when and and the staffing implications of each how they will communicate with their agents. We will discuss all facets of chat including cost, best practices and which u escribe the WFM processes that apply to sequential work D agents are the most successful when deploying chat. u utline the WFM implications of backlogs and multi-tasking O Jim Borum is the Senior Vice President at RDI, u dentify the best application of shrinkage assumptions I a full-service marketing firm that provides a wide versus scheduling for non-call tasks range of superior outsourced services to a diverse u escribe the data needed and potential sources for D and growing list of clients such as customer service, WFM planning in back-office operations sales, market research and technical support as well as flexible solutions for all types of marketing challenges. u Understand the WFM analysis processes to be applied to consolidation studies Penny Reynolds develops and teaches courses on a wide variety of call center topics and speaks at many industry conferences and association meetings, delivering more than 20 speeches and workshops each year to call center professionals.
S essio n b l oc k 4 T u e s d a y, M a r c h 2 2 , 2 0 1 1 3:45pm – 4:45pm Session #401 Session #403 Moving Agent Metrics into Action Best Practices in Integrating Social Media Conference Track: Strategic Planning into Your Customer Service Strategy Tim Montgomery, CEO, Cooney Solutions Group Conference Track: Multi-Channel Management In this session you’ll learn practical ways to use the resources Mary Naylor, CEO and Founder, VIPdesk you already have more effectively and move your organization Social media is an invaluable customer engagement tool— closer to getting everyone on the same “productivity page”. from determining the pulse of the customer to interactive Join industry expert, Tim Montgomery, as he shares what communication between consumer and (formerly faceless) he’s experienced in working with some of the world’s corporations. However where social media should “reside” most celebrated service organizations. Highlights from in an enterprise is often a loaded issue, resulting in great the session include: brand “discussions” but poor ultimate customer service. u onnecting the productivity improvement dots C Bridge the gap between social media and customer service through integration of social media into the customer contact u ow to get everyone in the organization to better H center. Discuss the role of the customer contact center in appreciate call center productivity social media management, and learn best practices, tools and u even proven tactics for defining and improving S tips for adding social media to the customer communication individual agent productivity arsenal and incorporation into the contact center. u trategies for using metrics to motivate positive S Mary Naylor is the CEO and Co-founder behavior changes and what to avoid of VIPdesk, which is trusted by global industry leaders to enhance their brands Tim Montgomery is CEO of Cooney Solutions through customer care and loyalty programs Group (CSG), a global provider of customer service and contact center solutions. As a seasoned executive, Tim has been a major force in the16 call center and customer service industry. Session #402 Session #404 Is Your Training Gen X / Y Friendly? Changing with the Remote Workforce Conference Track: Agent Hiring, Development Retention Conference Track: Virtual Workforce Ann Ward, Speaker, Ward Certified Consulting LLC Tim Dewey, CEO, B Virtual Inc. Today’s workforce has multiple generations working This session covers remote worker trends specific to at- together to achieve common goals. Diversity is important home agents. We provide prescriptive guidance on how to but understanding it is important for your contact center manage the at-home agent model to a more mature state, operations. With Gen X and Y, there’s a new breed of learners and one that performs at a higher level. We also discuss how out there and understanding how to reach them with the global workforce trends are impacting the remote workforce. methods and tools they relate to is vital for your operations. Attendees will be provided with key data regarding Is your presentation Gen X/Y friendly? Your training programs demographic shifts in the workforce. We will discuss how may be based on solid skill models and great theories, but if leaders today will have to change their style of management no one shows up to class or pays attention the learning is not in order to positively impact their line of business ownership. happening. Walk in with your traditional training, leave with This session also discusses the new requirement of learning ideas on how to make it fast, fun and effective, even when for the changing workforce, and how important it is for it’s virtual. organizations to review and evaluate their current Ann Ward combines a mixture of practical training strategy. knowledge, personal rapport, humor and Tim Dewey has been an active part of the service philosophy to engage her audience. She has and support industry for over 15 years. He is now earned Disney Certification and an MBA President and CEO of B Virtual Inc., the leader in from Queen’s University. virtual workforce solutions for the service and support industry.
S essio n b l oc k 5 w e d n e s d a y, M a r c h 2 3 , 2 0 1 1 10:15am – 11:15amSession #501 Session #503Strengthening the Most Vulnerable Link What’s New? What’s Hot? What’s RightConference Track: Quality and Customer Experience Management for My Center?Ann Gray, Call Center Consultant, Gray and Associates Conference Track: Contact Center TechnologyMost contact centers invest in continuous improvement in Lori Bocklund, President, Strategic Contactsome form. Many spend valuable resources trying to enhance Choosing the right technologies for your contact center canthe customer experience, improve the quality with each make you feel like you are stepping into a three-ringed circus.interaction, or develop their human resources. But which The ring masters (a.k.a. “spin doctors”) draw your attentioninitiative will bring you the biggest return on investment? to a dazzling array of offerings that are at once breath-Most contact centers really don’t know so they continue taking and awe-inspiring. This session offers a ringside seatto work hard and expend resources on perhaps the wrong as industry guru Lori Bocklund walks you through some ofactivities. Determining the most vulnerable link in your center the hottest acts in town. You’ll find out why social media,and taking corrective action is critical to your continued integrated multi-channel contact handling, outbound alerting/success. Attend and learn to craft a plan to actualize the notification, mobility, home agent technology, analytics, Voiceimprovements. Drawing from years of experience the of the Customer, eLearning/coaching, consolidated desktoppresenter will prepare you to jumpstart your improvement applications, and more have captured our imaginations.process by providing the resources and tools you will need. You’ll get the plain facts on what you can expect from these Ann Gray is an internationally recognized technologies and which ones might be a fit for your center. contact center consultant, speaker, and seminar And with luck, you’ll be entertained while you learn. leader. Consulting for over 16 years, she is Lori Bocklund is President of Strategic Contact, the Founder and Lead Consultant with Gray an independent consulting firm focused on and Associates. helping companies optimize the strategic value of their customer contact technology and operations. 17Session #502 Session #504Revenue Reps: Turning Service-Oriented Schedule Adherence- Is adherenceAgents into Sales Stars REALLY the problem? Learn the Facts and get rid of the FictionConference Track: Agent Hiring, Development RetentionTom Stanfill, CEO, The Aslan Group Conference Track: Workforce Management Wendy Fowler, Director of Consulting, Quality Service SolutionsThis session is designed for call center leaders and managerswho have the responsibility to not just ensure a positive Led by a Workforce Management industry expert, this sessioncustomer experience, but drive revenue as well. As a result of will look at the primary reasons contact centers today areattending this session you will learn: specific hiring strategies not meeting their schedule adherence goals and what youfor identifying reps who can both serve and sell; keys to can do to fix it. This interactive session equips you withintrinsically motivating service-oriented, reactive reps to the knowledge you need to go back to your center and askproactively sell; techniques to transition the call from servicing the right questions to remove fact from fiction about howa need to exploring opportunities to expand service or product forecasting and scheduling are done and how these processesofferings; and keys to developing and coaching reps. You play a critical role in ensuring good schedule adherence. Ifwill leave with an action plan to address the eight pitfalls you don’t know what your schedule adherence goal is, whereof transitioning a service center to a revenue center and a it came from or what it should be, that’s ok. You will walkformula to determine the ROI of adopting a sales strategy. away from this session with a schedule adherence calculator you can take back and use to create or validate your schedule Tom Stanfill is founder and CEO of The ASLAN adherence goals. Group. ASLAN is a global training and development firm that works exclusively with inside sales and call Wendy Fowler has a 20 year successful track center organizations to improve the performance record of implementing and reengineering of their most important asset- their people. successful, world-class call center and workforce management processes and teams for companies of all sizes.
S essio n b l oc k 6 w e d n e s d a y, M a r c h 2 3 , 2 0 1 1 11:30am – 12:30pm Session #601 Session #603 Getting the Budget You Need Success with the Multi-Channel Conference Track: Strategic Planning Call Center Marilyn Saulnier, Senior Consultant, Service Agility Conference Track: Multi-Channel Management Ask any contact center manager what the least favorite part Jason Williams, Product Manager, inContact of their job is and a good percentage of them will answer –the Operating more than one channel does not mean that the budget. It’s one of the miseries that bond call center managers contact center needs to become more complex. This session together in a way that only a shared unpleasant experience will help managers learn how to operate each channel can do. Why is it so painful? Why do so many contact centers effectively and profitably through channel measurement and fail to get the budget they need to meet their objectives? agent selection. The session will also cover insider tips for The good news is there is a time proven methodology that the multi-channel contact center along with how to avoid the fosters transparency, gains agreement on budget assumptions, most common pitfalls. brings understanding to the unique metrics, and removes any Jason Williams has 25 years of experience in the illusions of slight of hand by using simple math to calculate field of Information Technology, Networking, staffing level requirements. This session will equip you with Communications and System Implementation in the tools you need to develop and present your budget industries as diverse as Manufacturing, Banking assumptions and calculate the staffing level requirements. and Finance, Media and Software Development. Marilyn Saulnier is a Senior Consultant at Service Agility with over 25 years experience building customer loyalty, improving the overall performance of call centers, and maximizing the strategic value of the call center investment.18 Session #602 Session #604 Act Smart, Be Profitable: Intelligent Inside the Zappos Contact Center Practices for Improved Customer Conference Track: Quality and Customer Experience Management Interactions Myra Golden, Owner, Myra Golden Media Conference Track: Quality and Customer Experience Management Attend and learn how Zappos turned a shoe website into Pete McGarahan, President Founder, McGarahan Associates the world’s largest online shoe store in just 10 years, with Business minded contact centers are proactively directing $1 billion in gross revenue and a reputation for world-class customers to a more personalized customer experience. customer service. Myra Golden has studied the Zappos While some organizations see the customer conversation service culture and contact center for more than two years as transactional, with little derived value, customer-focused and has isolated the 5 keys that have made Zappos one of the organizations are taking a more holistic approach to capture most envied service companies in the world. You will learn every revenue opportunity. about the 5 keys and other Zappos best practices. This session focuses on customer service techniques that u ey 1: Live and Deliver WOW K personalize and enhance the customer experience, optimize u ey 2: Focus on the Customer Experience as the #1 Priority K agents’ capabilities and productivity, lower operational costs and deliver better business results. u ey 3: Make Emotional Connections with Customers K Peter J. McGarahan offers 27 years of IT u ey 4: Treat Employees Very Well K and business experience in optimizing and u ey 5: Surprise and Delight K aligning the service and support organizations Myra Golden is a leading expert in customer of the Fortune 1000 to deliver value against recovery and has helped many organizations rethink business objectives. and redesign their complaint response processes so they are positioned to retain more customers, improve customer satisfaction, and increase profits.
S essio n b l oc k 7 w e d n e s d a y, M a r c h 2 3 , 2 0 1 1 2:30pm – 3:30pmSession #701 Session #703Source the Work, Maintain the Culture Panel Discussion: All ThingsConference Track: Strategic Planning Workforce ManagementJay Minnucci, President, Service Agility Conference Track: Workforce ManagementThe options associated with outsourcing continue to expand. Moderated by: Marilyn Saulnier, Senior Consultant, Service AgilityIt is no longer simply a cost-saving measure, yet that does Panel Members: Tim Montgomery, Tiffany LaReau,not mean that every project is a success. When cultures clash Wendy Fowler, Dan Rickwalderbetween a company and its outsourcing partner, the damage Join us for an exciting, fast-paced, interactive discussion- to revenue, image, and employee engagement - is severe. about workforce management topics. You ask the questions,In this session, we will discuss the possibilities that today’s we’ll provide the answers. Bring your problems, and we’lloutsourcing environment offers. We will also address how to provide solutions. Come prepared with your hardest issuesoptimize the experience so that everyone benefits from the and try to stump our panel of WFM experts!arrangement. Issues that will be covered include: Marilyn Saulnier is a Senior Consultant at u utsourced contact handling options that are available today O Service Agility with over 25 years experience u ontact center support that can be outsourced C building customer loyalty, improving the overall performance of call centers, and maximizing the u ritical elements of a sourcing strategy C strategic value of the call center investment. u electing the right partner to fit your culture S u voiding the pitfalls that create a gap in objectives A Jay Minnucci, founder of a consulting and training company dedicated to improving customer service and call center operations, provides strategic and tactical guidance across all industries for enterprises that seek to optimize customer interactions. 19Session #702 Session #704How to Assess Customer Service Ensure quality customer experiencesAgents´ Writing Skills Before (or After) through automated monitoring ofYou Hire Them contact center technologiesConference Track: Agent Hiring, Development Retention Conference Track: Contact Center TechnologyLeslie O’Flahavan, Founding Partner, E-WRITE Mike Burke, CTO / VP of Consulting, IQ ServicesYou´ve hired new customer service agents to handle phone, Most companies monitor their call center agents to ensuree-mail and web chat inquiries. You´ve discovered they customers are handled appropriately and have a positiveare great on the phone, but their writing skills are poor. experience. But what about all the customer interactions thatCustomers are complaining about errors and lack of clarity rely on technology, especially those that take place withoutin the responses they receive. Find out how to avoid this ever involving a customer service agent. How do you knowproblem by assessing applicants´ writing skills before you hire if and when your customers are having issues with yourthem for customer service positions or when promoting in- technologies as they attempt to engage your brand? Thehouse agents from phone to e-mail. Discover how to review answer is simple – continuously access and exercise customerresumes and cover letters, interview applicants to find out facing technologies so you know they are always availableabout their writing skills and experience, and effectively test and performing as expected. Session attendees will learnapplicants for essential writing skills. what an automated approach for monitoring the availability and performance of contact center solutions from the Leslie O’Flahavan has helped thousands of customer perspective can mean when it comes to providing a people learn to write well for online readers. top-notch customer experience 7x24. She has developed and delivered customized writing courses that help contact centers measure Mike Burke has nearly 40 years of experience in the the quality of their e-mails to customers. telecommunications, contact center and networking industries. Mike has configured and directed hundreds of testing, monitoring and consulting engagements for customers around the world.
S essio n b l oc k 8 t h u r s d a y, M a r c h 2 4 , 2 0 1 1 8:45am – 9:45am Session #801 Session #803 Managing Change in Your Contact Center Secrets of a Forecasting Junkie Conference Track: Strategic Planning Conference Track: Workforce Management Sheri Green, Client Services Manager, CBIZ Payroll Tiffany LaReau, Certified Workforce Manager, Human Numbers Change is tough but sometimes the “way we’ve always done This session begins with reflecting upon the challenges it” just doesn’t cut it anymore. This is your opportunity to that your organization or your employees are facing and hear about a specific case study of a growing call center that determining where changes should be made. The proper was facing difficult challenges and declining service metrics. steps and timeline involved need to be documented and You will learn how they effectively managed significant commitment must be present by all involved. You are changes to their organizational structure, employee going to learn one organization´s methods in executing, performance, and service tactics in order to change the monitoring, and measuring the result of the changes that direction in which they were headed. Understanding the they implemented. Walk away with practical tools you can steps that are involved as you manage a large transition implement and look forward to celebrating your desired or change will help you obtain the outcome that you are results and the feeling of confidence in your ability to manage hoping for. Oftentimes, change is for the better, but only if it´s change. The practical advice learned in this session is going planned and executed properly. to be beneficial to you throughout your career since contact Sheri Green has worked as a Client Services center processes, structures, and cultures are ever changing. Manager with CBIZ Payroll, which provides Tiffany LaReau is a Certified Workforce Manager Payroll, Flexible Benefits Services, and COBRA and owns Human Numbers, a company dedicated administration for other businesses, for the to providing forecasting and scheduling services last ten years. for small call centers that do not have workforce management software.20 Session #802 Session #804 Better By Design: Call Routing Customer-Centric Is Mobile-Centric: That Satisfies Determining the Right Mix for Effective Conference Track: Quality and Customer Experience Management Call Centers Jay Minucci, President, Service Agility Conference Track: Multi-Channel Management Menus are a constant source of frustration for customers, Mary Cook, Director of Contact Center Solutions, Varolii, Inc and skills-based routing seems to add more problems than it With complexity and diversity in multichannel interactions, resolves. In this session, we will take a close look at how to it’s tough to get it all right. This session will explore ways to route the call from start to finish to get the best results for create a cohesive enterprise view of the customer experience everyone. Participants in this session will learn: while delivering cost savings through channel optimization u How to build a menu that efficiently moves callers to the and incremental revenue through loyalty and retention. best resource Well-designed, multichannel services can truly differentiate one company from another, especially with personalized, u How to assign skills in a way that optimizes staff proactive outbound communications to customers. This efficiency session will also share an early look at a new business u ow to queue calls in ways that balance service level H case tool that factors in more than 1,000 variables to help needs with staffing costs companies determine the right mix of channels and tactics to create a customer-centric call center that delivers real ROI to u ow to measure the success of your call routing plan H the business. In this interactive session we will discuss best practices and Mary Cook, Director of Contact Center also address specific situations presented by the audience. Solutions for Varolii Corporation, has more Jay Minnucci, founder of a consulting and training than 17 years of experience and provides company dedicated to improving customer service companies with operational, contact center and call center operations, provides strategic and and CRM consulting services. tactical guidance across all industries for enterprises that seek to optimize customer interactions.
S essio n b l oc k 9 t h u r s d a y, M a r c h 2 4 , 2 0 1 1 10:00am – 11:00amSession #901 Session #903Using Customer Interaction Analytics to sCRM – Moving Beyond the Hype to AddMine the Voice of the Customer Value to the Contact CenterConference Track: Quality and Customer Experience Management Conference Track: Contact Center TechnologyDiego Lomanto, Principal, Solutions Marketing – Analytics, Kris Brannock, VP of Corporate Development, Vertical Solutions, IncVerint Systems Social media – or sCRM – is the must-have feature for today’sA dramatic expansion in communication channels – such CRM contact centers. This session will outline how both publicas chat, email and text – has left many organizations and private sCRM tools can offer significant business value towith the need to rethink the processes, technology, and today’s contact center. Social media can dramatically improveoverarching strategy for their customer service operations. the sharing of knowledge while breaking down barriers andThis session introduces and explores Customer Interaction building enthusiasm. In this session, attendees will:Analytics—a new strategy to help businesses stay ahead u earn the difference between public and private social Lof the communication channels while turning the “voice media tools and when and where each should be deployedof the customer” into opportunities to enhance customerloyalty and revenue. The audience will learn what type of u Identify the benefits of social media in the CRM and technology exists to help monitor the multiple channels of contact center environmentinteraction they have with their customers, and how to use u Discover how to integrate social media tools within your these interactions to learn more about their business, their contact center or CRM environmentproducts and their customers. u iew a demonstration of social media in the contact center V Diego Lomanto is a leading global provider Kris Brannock is VP Corporate Development, of analytics-driven workforce optimization Vertical Solutions, Inc. She works with contact center (WFO) software and services for contact center, and service center managers around the world to branch and remote office, and back-office help them deploy service management and contact operations environments. center tools. 21Session #902 Session #904Who is Piloting Your Contact Center? Realizing Maximum Results WithConference Track: Agent Hiring, Development Retention Virtual Customer CareRich Hand, Director of Membership Publications, CCA Conference Track: Virtual WorkforceRich Hand compares the process of hiring pilots with the Sally Hurley, President Founder, VIPdeskway we hire contact center representatives. There are many The virtual contact center model has proven to be the bestthings we can learn in the contact center from the way pilots performing customer service option when compared toare hired and trained. Hiring the right pilots and providing central call centers located either on-shore, near-shore, orthe best training for those pilots is critical to the success of off-shore. Home agents are the clear-cut option for companiesthe airlines. Hiring the right people, training them properly, looking to get the best ROI, agent performance, ease ofand paying them as professionals are the key to the long management, and future scalability out of their contactterm profitability and survival of many organizations. You will center. This educational session provides valuable informationtake away the knowledge you need to hire the right agents, for companies in search of proven strategies and businessdata to convince management you need to pay your agents cases addressing the home agent model. VIPdesk’s presidentaccordingly, and the most effective ways to communicate Sally Hurley will review the steps involved in VIPdesk’swith executives to support your efforts. decision to transition to a virtual model over 10 years ago, Rich Hand is director of membership lessons learned in the process, and real-life examples of how and publications for Redwood Collaborative companies including Eddie Bauer and Bluefly have markedly Media who is responsible for serving the improved their customer service by going virtual. Software Test Professionals and Contact Sally Hurley has over 20 years of experience in Center Associations. customer experience strategy, service delivery operations, business and product development and over 12 years recruiting, managing and training virtual teams.
E xh i b i t h a l l C o n f e r e n c e H o t e l I n f o r m at i o n Exhibit Hall Hours Monday, March 21: 5:00pm – 7:00pm Tuesday, March 22: 12:00pm – 4:00pm Wednesday, March 23: 12:00pm – 2:30pm The Exhibit Hall will feature the leading vendors of the contact center industry, including the latest tools, technologies and sourcing options. Happy Hour Booth Crawl Expo Prize Giveaway Monday, March 21, 5:30pm – 7:00pm Wednesday, March 23, 3:45pm Gather in the Exhibit Hall for a Happy Hour Booth Crawl. Enter to win fabulous prizes by visiting vendors on the Start your evening off with a drink on us! Network with show floor and collecting stamps on your prize giveaway your colleagues as you unwind and visit with leading game card. The more exhibitors you visit the better off vendors in the industry. your odds for winning these high stake prizes. Interested in exhibiting or sponsoring at the Contact Center Conference Expo 2011? Exhibiting is a great way to achieve your sales and marketing goals as well as to network with decision makers from22 some of the largest international companies. In addition to exhibiting there are also a wide variety of sponsorship options. For more information, please contact Cheri Bruno at firstname.lastname@example.org or by phone: 781.259.0060 reserve today! conference hotel Gaylord Opryland Resort 2800 Opryland Drive Nashville, TN 37214 866.972.6779 / 615.889.1000 All conference activities will take place at the Gaylord Opryland Resort in Nashville TN, March 21-24, 2011. A special discounted rate of $159 has been reserved for conference participants. To reserve your room call 866.972.6779 and reference the Contact Center rate. Hotel rooms are expected to sell out – please reserve as soon as possible. The conference rate will be available until February 16, 2011 OR until rooms sell out. Don’t miss your opportunity to stay at the conference hotel. A daily resort fee of $15 will be added in addition to the conference room rate. This fee includes in-room wired and wireless high-speed internet access, wireless high-speed internet access in public areas, fitness center access, designated complimentary in-room beverages, local shuttle service, online access to the Wall Street Journal and local/toll free 800 calls. 877.535.0707 www.ContactCenter2011.com
regi s t r at i o n C o n f e r e n c e pa c k a g e sMain Conference Expo Package Main Package Main Package Main ExhibitDates: Monday, March 21 (4:00 pm start time) – Thursday, March 24 plus 2-day plus 1-day Package Hall PassPrice: $1295.00 before 2/11 OR $1695.00 after 2/11 $2,295 $1,695 $1,295 $0Includes: ends 2/11 ends 2/11 ends 2/11 pre-event reu 5 exceptional keynotes and general sessions $2,695 $2,095 $1,695 $50 after 2/11 after 2/11 after 2/11 onsiteu 36 conference breakout sessions in seven comprehensive tracks REGISTER REGISTER REGISTER REGISTERu ower-Ups Roundtable Discussions Pu ightning Talk Sessions L Pre-Con Training Workshop (Two full days)u The CC 2011 Exhibit Hall – interactive exhibits featuring the latest tools, technologies and services from leading vendors Pre-Con Workshops Site Tours (Two 1/2-day options)u The Expo Hall Happy Hour Booth Crawl u CC 2011 Conference Party Keynote Presentationsu Three breakfasts, two lunches and beverage breaks u Participation in Expo Prize Giveaway – an exciting prize giveaway Breakout Sessions of high tech gifts donated by leading industry vendors Lightning Talks Power-Up SessionsMain Package PLUS a 2-Day Breakfasts LunchesPre-Conference Workshop Happy Hour Booth CrawlDates: Sunday, March 20 – Thursday, March 24 Conference PartyPrice: $2295.00 before 2/11 OR $2695.00 after 2/11Includes the Main Conference Expo Package PLUSSelect from any of the 2-day workshops Networking Activities 23 Exhibit Hall EntryMain Package PLUS TWO 1/2-dayPre-Conference Workshopsand/or Site Tours Cancellation and Payment Policies: Cancellation Policy: All cancellations must be made in writing. YouDates: Monday, March 21 – Thursday, March 24 may cancel without penalty until February 18, 2011 after which aPrice: $1695.00 before 2/11 OR $2095.00 after 2/11 $150 cancellation fee will be charged. No-shows and cancellationsIncludes the Main Conference Expo Package PLUS after March 4, 2011 will be charged the full conference rate.Select TWO of the 1/2-day workshops/site tours Cancellation policies apply to both conference and pre-conference workshop registrations. Payment Information: To expedite your registration, please have your Visa, MasterCard or American Express card available whenConference Discounts registering. You may also choose to be invoiced for the conferenceu Early Bird Discount: Register by February 11 to receive fee. Invoices are payable upon receipt and prepayment (or a federal $400.00 off any full conference package government purchase order) is required prior to attendance. Pleaseu CCA Annual Subscription Package Holders: Members that make checks payable to Redwood Collaborative Media. have purchased a CCA Annual Subscription Package receive We’ve made it easy to gain approval for conference attendance. a $100.00 discount off any full conference package. Use the Letter of Approval form on the website to formally requestu Team Discounts: The following team discounts are available: approval from management. 3-5 attendees: 30% discount 6-9 attendees: 40% discount Questions? Contact us: 10+ attendees: 50% discount Contact Center Association Team discounts are not combinable with other discounts/offers. 724 S. Tejon Street, Suite C Teams must be from the same company and must be submitted Colorado Springs, CO 80903 into the online registration system at the same time. Group discounts 877. 535.0707 | 719.476.0289 will be applied after the conference registrations have been submitted and a revised invoice will be sent within 24 hours of registration. Visit www.contactcenter2011.com If you have any questions, please call 719.476.0771. for additional conference information and to register online.
724 S. Tejon Street, Suite C | Colorado Springs, CO 80903 HOW WILL YOU BENEFIT?Attend Contact Center Conference Expo 2011 and learn actionable strategies to: u Strengthen your brand u Build customer loyalty u Establish consistent service standards u Improve contact center operations u Develop effective strategy u Reduce expenses while u Empower contact center employees u Increase customer satisfaction improving results 5 More Ways You Will Benefit:1. ith day-to-day changes W 2. customer’s A 3. iring agents who will H 4. he need to upgrade T 5. imited budgets and L occurring in the contact brand experience perform and stay with a contact center’s increased business center industry, it is of is exemplified in an organization can be a technology platforms demands can make upmost importance to the interaction challenge and consistent will often follow a long strategic planning make sure you’re ahead one has with your turnover can decrease and arduous process. difficult. of the game on strategies, contact center. customer satisfaction. trends and best practices CC 2011 will introduce CC 2011 gives you the CC 2011 will help CC 2011 will address C C 2011 will help you cutting-edge information tools and strategies to you identify strategies streamlined solutions improve forecasting, you can use to improve implement consistent for agent hiring and to upgrade technology planning and analysis your contact center service that matches retention so you can in a manner which will so you can meet your operations and your brand promise. improve the customer improve operational budgetary and advance your career. experience. efficiencies. business needs.