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CCCon Fall 2011

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  • 1. The Leading Conference for Managing the Customer Experience www.contactcenter2011.com | 877.535.0707 Conference Tracks Strategic Planning Agent Hiring, Development and Retention Workforce Management Social Media in the Contact Center Performance Management Quality and Customer Experience Management Contact Center Technology Virtual Workforce Tools and Trends Showcase Register Now! Early Bird – August 26 Save $4002011 October 3-6 Phoenix, Arizona Brought to you in alliance with
  • 2. Contact Center Conference Fall 2011, the leading conference for managingCustomer Service Week the customer experience will be heldThe Contact Center Conference Fall 2011 will be October 3–6 in Phoenix, Arizona.held during Customer Service Week. As a benefit to This conference offers multiple high quality tracksour attendees, a special package will be available which allow you to tailor your experience to receiveexclusively to the contact centers of those attending the education and best practices you want most.the conference. Attend and take back to the office the informationEach center, during Customer Service Week, will receive you need to address the issues you face every dayaccess to daily video sessions of fun and informative as a contact center professional.programming that will be featured at this year’s event. Join us for:Share these sessions with others in your office so they • Strategic Planningtoo can have the conference experience. The agenda • Agent Hiring, Development and Retentionincludes the following presentations: • Workforce Management •  ake the Right Choice: Successful Teams During M • Social Media in the Contact Center Turbulent Times: A light hearted look at how to have • Performance Management fun and stay passionate at work during stressful times. • Quality and Customer Experience Management •  sing Humor and Positive Attitude to Develop Your U • Contact Center Technology Career: Learn about what it takes to become a leader in the 21st century. • Virtual Workforce • Tools and Trends Showcase •  he “Firestarter”: Motivating the front-line agents T to provide exceptional customer service. •  otivating the Most Important Customer – You: Stop M Conference Discounts waiting for others to lead – take responsibility for your Early Bird Discount: Register by August 26 to receive own actions to improve the customer experience. $400.00 off any full conference package.If you’d rather bring your team to see the sessions live CCNG Members: Members receive a $100.00 discountthen take advantage of the team discounts of up to off any full conference package.40% off the full conference package. Team Discounts: The following team discounts are available: • 3–5 attendees: 25% discount • 6–9 attendees: 30% discount Table of Contents • 10+ attendees: 40% discount Keynotes............................3-4 . Pre-Con Workshops.......11-13 Team discounts are not combinable with other discounts/ Networking Activities.............. 5 . Conference Sessions......14-25 offers. Teams must be from the same company and must Program Overview..............6-7 Sponsors..............................26 be submitted into the online registration system at the same Schedule At A Glance.........8-9 Registration Packages.........27 . time. Group discounts will be applied after the conference registrations have been submitted and a revised invoice Site Tours............................. 10 . Hotel Information..................28 will be sent within 24 hours of registration. If you have any questions, please call 719.476.0771. r e g i s te r www . contactcenter2011. com
  • 3. Keynotes 3Tuesday, October 4, 8:30am – 9:45am Wednesday, October 5, 8:30am – 9:30amTop Ten Leadership Skills: Surviving & Thriving No Excuses! – Incorporating Core Values,in the 21st Century Accountability and Balance Into Your CareerKelli Vrla, Leadership Consultant, The Good Humor Lady Jay Rifenbary, President of Rifenbary Training & Development and AuthorOur leadership mission is to adapt and adopt betterand more efficient habits to help our people reach their Based on a solid foundation of core values thisoptimal best. This rollicking, outside-the-box program exciting program teaches, validates and supportswill inspire your managers, supervisors, and team the importance of key principles and skills such asleaders with creative ideas for motivating employees to self-responsibility, organizational accountability,increase productivity and improve performance, while integrity, personal honesty, professionalism, self-respect,showing them the way to stay resilient in the process.  forgiveness, passion and positive attitude as they pertain to one’s personal and professional success,Kelli Vrla’s festive delivery of meaty content helps youstay laser focused on people, priorities and productivity.  and the success of others.Learn how to: You will discover how to: •  aster a rapid-fire productivity mind-set M • dentify a foundation of core values applicable I to the enhancement of both your personal and •  et more job ownership from yourself and your peers G professional life •  now what makes ‘em tick and What Ticks ‘Em Off K •  efine those core values in regard to how they D • Roll with challenges pertain to the overall mission and vision of the organization •  ractice the platinum rule P •  evelop an interactive blueprint of the relationship D •  tay laser focused, even in chaos S between the core values presented •  ain instant rapport by listening more G • ndentify strategies for internalizing self- I •  urround yourself with experts S development and enhancing self-respect • Embrace, practice & convey lifelong learning • mplement forgiveness personally and professionally I to enhance communication and performance •  eep your cool amidst the chaos K • ncorporate strategies for creating a healthy and I •  ind your job passion connection and help others F productive life balance find theirs •  evelop the character qualities to become a DKelli’s in-the-trenches scope of learning comes from principled leader in all areas of your lifefirst-hand experiences in handling change, effectivemarketing, bottom-line communications, difficult and Jay is a professional speaker, trainer anddemanding people, and motivating the tough-to- consultant; and for the last 19 years hasmotivate people. All of this prepared her for the variety provided his expertise in the areas ofof ways she now helps people stay less stressed and personal development, leadership, andlaser focused on full-throttle productivity. communication training to organizations, associations and schools across North America, Europe and Asia. Jay received his Bachelor of Science degree from the United States Military Academy at West Point, with a concentration in Nuclear Physics.The Leading Conference for Managing the Customer Experience
  • 4. 4 Keynotes Wednesday, October 5, 12:30pm – 1:00pm Thursday, October 6, 8:30am – 9:45am Key Trends in Customer Service and the It’s the Peoplework, Not the Paperwork Impact on Your Contact Center Bruce Wilkinson, Motivational & Leadership Speaker Paul Jarman, Chief Executive Officer, inContact Economic downturns, customer Differentiating your business through expectations, employment service is rapidly becoming the issues, technology challenges, key to long-term success and expanding regulatory compliance companies who take the time and multi-generation employee and effort to map their customer’s communication concerns can “emotional service transfer points” take their toll on a sometimes will win in the long term. overworked workforce and especially managers and The increased focus on customer team leaders. As a result, many service and its power to impact organizations have decided the top and bottom line means to implement a positive and consistent workplace that it is no longer just the concern of contact center culture through their mission, vision, values, goals and and service personnel. Research from the Strativity strategic objectives. Unfortunately, the reality is that Group found that 80% of executives think customer organizational culture doesn’t always translate into a strategy is more important than it was 3 years ago matching employee climate at the first-line supervisor and 95% of business leaders see it as the next and employee level. This highly engaging, informative competitive battleground. and content-driven presentation will demonstrate With executive interest comes the need to prove how to Build a Better Business by implementing an strategic value to the business. The contact center inspired first line leadership and value-based employee of tomorrow must move towards driving revenues, accountability culture and climate of trust, respect, rather than just managing costs and become a integrity, teamwork, communication, inclusiveness, growth driver for the business. leadership, service, change and personal responsibility. Remember, it’s the Peoplework – Not The Paperwork! Learn how you can be better prepared for these executive-level conversations during this presentation Bruce is a leadership and communication specialist, professional keynote speaker, workplace trainer, and Paul is one of the pioneers of the cloud movement. author who reinforces personalized messages with humor, He was instrumental in guiding inContact from its roots passion, enthusiasm, and authenticity. His mission is to in telecommunications to its offering of cloud-based help organizations translate their culture into a workplace contact center solutions. climate that inspires excellence and accountability. 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. Michelle Babb, Ponvia Ginger Graber, CCNG Jay Minnucci, Service Agility Ian Bellais, Cox Communications Rich Hand, CCA Kathy Murphy, Dunkin Donuts Steve Bradbury, Contact CCI Linda Harden, Contact Center Pipeline Jon Pelto, American Family Mike Ferraraccio, COPC Robert Last, CCA Sally Traywick, Lab Corp Brian Flagg, IBM Joe Lorah, Pencor, Inc. Lauren Ziskie, Social Lift r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 5. 5 Networking Activities Happy Hour Welcome Reception Tuesday, October 4 from 5:00pm – 6:30pm The welcome reception is the ultimate place toSite Tours network with not only your colleagues but also industryMonday, October 3, 9:00am – 12:30pm/1:30pm – 5:00pm vendors. If you have questions or challenges, vendorsAs a professional, it is interesting to learn what others will be on hand to provide advice and knowledgeare doing in their contact centers. By sharing practices regarding how best to address your challenges. Viewin these live settings, contact center hosts offer tour the latest trends and technology in the contact centerattendees the opportunity to learn, share and industry and join your colleagues for a few drinks on us!gather information.Participants will be provided with an overview of Lightning Talksthe organization and detailed information about Wednesday, October 5 from 7:45am – 8:30amthe processes and practices utilized. You will not only Imagine hearing a hot topic – the immediate,tour the contact center but have the opportunity meaningful, most powerful element of a session –to ask questions and learn best practices, as well as compressed into a small 8-minute lightning talk.experience the process and procedures that work These sessions will feature a variety of speakers andbest, which you can apply to your own operations. topics designed to educate, entertain and motivate • Site 1: U-Haul you, as you rotate between speakers who will share • Site 2: Cox Communications their expertise in just a few minutes. Every lightning • Site 3: International Cruise & Excursions topic you attend brings you closer to a drawing for • Site 4: Progressive Insurance an iPad that will take place at the end of the session. Contact Center Conference Game ShowCommon Ground Rounds Wednesday, October 5 from 4:30pm – 5:30pmTuesday, October 4 from 7:45am – 8:30am Ever wanted to be on a game show? Here is yourGrab your breakfast and learn during the Common chance to face-off against your peers for a rip-roaringGround Rounds. Each table will have a common good time. Show off your contact center leadershipinterest amongst the participants. For instance, if you knowledge in this game show style contest. It’s a gamewant to get together with other contact centers your show you won’t want to miss.size, located in your region or within your same industry,the Common Ground Rounds are your opportunity. Dinner GroupsDiscussions will be facilitated and surround a topic of Wednesday, October 5 from 6:00pm – 8:00pminterest to the group. Interested in networking with other professionals over dinner? Visit the registration desk and sign up for aRapid Fire Challenge dinner group. You will dine with other professionals, haveTuesday, October 4 from 12:45pm – 1:15pm an opportunity to meet and greet, and discuss whatLooking for fast, expert tips to help you streamline your matters most to you. If you’re looking to reach outsidecontact center? Join us for this interactive session where your social core, participating in a dinner group will helpcontact center leaders will face off in a battle to see you network with other contact center managers facingwho can present the most informational and educational the same challenges. Each dinner guest is expected totips that you can take back to the office. Attendees pay for their individual meals... really a small price to paywill judge which presenters offer the best industry tips. for a new network of colleagues.• Contact Center Practices that are Spot On!, Connie Smith•  ack to the Basics – Creating a Highly Efficient and B Sponsor Round Table Discussions Effective Customer Service Organization, Pete McGarahan Thursday, October 6 from 7:45am – 8:30am•  oving people through the pipeline better than oil…, M If you are looking for the latest tools, technologies, Brian Flagg services and best practices the Sponsor Round Table• nnovating Culture in the Contact Center, Lauren Ziskie I Discussions are for you. Meet with contact center vendors in a relaxed setting and have the opportunity•  ow to Write to Customers Who Don’t Read, H to address your business challenges. Leslie O’FlahavanThe Leading Conference for Managing the Customer Experience
  • 6. 6 Program Overview 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 Making the Leap – Moving the Call Center from Service to Experience 201 Service Leadership – Make a Difference! 401 Strategic Planning Tools for the Contact Center 601 Building an Effective Strategy to Improve Quality and the Customer Experience 701 A Contact Center Model: Aligning Service to Achieve Bottom Line Results 801 Driving Support Leadership through Actionable Business Intelligence 901 The Contact Center Technical Divide Agent Hiring, Development and Retention: This track is packed with compelling and actionable sessions on how leading contact centers attract, assess, train and engage top agent talent to ensure optimal performance and customer loyalty. 102 Hiring the Right Fit for Your Contact Center 302 Call Center 2.0: How to Create the Next Generation Call Center Today 402 My Agents Won’t Sell 602 Staffing Challenges and Successes in a Small Contact Center 802 Rules of Employee Engagement 902 Trust Me: Coaching is a Relationship, Not an Event! Workforce Management: This track will explore and discuss the various aspects of forecasting, scheduling, and staff planning. Even with today’s software tools, workforce management still involves the judgment and understanding of a human being. 103 Uncovering the Truth Behind Workforce Optimization 403 Supersize Me! The Daunting Task of Transitioning from a Small to Large Center 703 Workforce Management in the Small Call Center 903 Workforce Forecasting Is a Lot Like Weather Forecasting – It’s Hard to Get it Right – But There Are New Ways to Adapt Social Media in the Contact Center: This track focuses on how contact centers are using social media to provide value to the organization. If you are looking for the benefits of and opportunities provided by implementing a social media strategy in your contact center these sessions must not be missed. 104 Social Media to Support your ROI on Customer Experience 304 Using Social Media to Enhance Your Customer Relationships and Profitability 604 Improving First Contact Resolution Through Outstanding Social Support 904 Innovative Social Media Strategies for Improving the Customer Experience Performance Management: This track will help managers and directors determine and validate what is critical to measure, and how to translate such measurements into effective performance plans for both the center and the individual agent. Expect immediate performance improvement after attending any of the sessions in this track. 202 Understanding Variability to Avoid the Hidden Traps 502 Performance Coaching: The Missing Link to Agent Effectiveness 702 The 5 Human Capital Metrics that Every Call Center Needs 1002 Effective Coaching by Understanding Agent Performance Metrics r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 7. 7Quality and Customer Experience Management: This track will explore the critical role that assessing, surveying,monitoring and analyzing plays in managing the work of contact center agents. These “moments of truth” are a vitalpart of understanding the customer’s experience with your company. 203 Better by Design: Call Routing that Satisfies 303 Applying Customer Service Theory in the Contact Center 503 A Cycle of Service: A Process Improvement Roadmap 603 The Proven Power of the Quality Conversation 803 Investing in Customer Retention Processes and Best Practices 1003 When Crises Go Global: Technical Support and Critical Incident ManagementContact Center Technology: This track will explore the critical role that technology plays in the operation of the contactcenter. Using technology in the contact center environment is more than flipping a switch, it also includes understandingthe complexity of integrating technology with human beings. 204 The Real Facts of Cloud Computing 404 Leveraging Social Media Customer Segmentation to Drive Customer Engagement in the Multi-Channel Contact Center 504 From Social Media to Chat: Connecting with Customers Using Tools They Use 704 Bridging the Customer Service Gap Between Self-Service and Live-Service 1004 Usability and Human Factors in your IVR = Big Savings and a Competitive EdgeVirtual Workforce: This track will explore the trends, complexity of starting, managing, and analyzing an at-homeor telecommuting program. Case studies and success stories of at-home models for customer service operations willbe provided in this track. 301 Redefining Flexibility: A Strategy for Workforce Optimization to Enable the Virtual Call Center 501 e-Work : Securing a Competitive Edge 804 Your Employee from Home—Managing Security for a Virtual Call Center 1001 Understanding and Developing Your Own Work @ Home ProgramTools and Trends Showcase: Join industry leaders to get a fast paced content rich presentation on the latesttechnology and service trends. The speakers in this group will be representing thousands of customer testimonialsand best practices on some of the latest tools to hit the market. Learn what’s new and exciting in the world oftechnology – don’t miss this opportunity. T&T1 Post-contact Survey Best Practices: The Keys To Turning Feedback Into Operational Improvement T&T2 The New Paradigm –  The Maturity of Hosting T&T3 Hiring for the Contact Center:  Improve Your Odds of Hiring People That Will Perform T&T4 Wireless in the Contact Center T&T5 Analytics-Driven Quality Monitoring and Coaching: The Next Generation in Contact Center Quality Management T&T6 Outsourcing – Mission Impossible T&T7 Achieving Quality and Efficiency with the Work from Home Model T&T8 Finding the Space Between a Rock and a Hard Place: Deliver on Customer ExperienceThe Leading Conference for Managing the Customer Experience
  • 8. 8 Schedule at a glance Monday, October 3 8:00am – 5:00pm Registration & Information 8:00am – 9:00am Continental Breakfast & Networking 9:00am – 12:30pm Site Tour 1: U-Haul Site Tour 2: Cox Communications 9:00am – 10:00am Pre-Con 1A: The “FireStarter” Program, Pete McGarahan Pre-Con 1B: A Case Study: Driving the Customer Experience through Enhanced Coaching, Matthew Woody 10:15am – 11:15am Pre-Con 2A: The Right Metrics at the Right Time, Jay Minucci Pre-Con 2B: Five Top Writing Techniques to Effectively Communicate Through Chat, Leslie O’Flahavan 11:30am – 12:30pm Pre-Con 3A: Navigating the Options of Cloud Communications for your Contact Center, Rory Herriman Pre-Con 3B: Understanding Failure in the Contact Center & How to Prevent It, Robert Last 12:30pm – 1:30pm Lunch 1:30pm – 5:00pm Site Tour 3: International Cruise & Excursions (ICE) Site Tour 4: Progressive Insurance 1:30pm – 2:30pm Pre-Con 4A: How Employee Appreciation Leads To Award Winning Service, Chris Crabtree Pre-Con 4B: Contact Center Outsourcing 2012, Tom Milligan 2:45pm – 3:45pm Pre-Con 5A: E-Mail Communication: How Do 7 Brand Name Retailers Stack Up?, Leslie O’Flahavan Pre-Con 5B: Work At Home Best Practices: The Cox Work at Home Model, Shannon Walker 4:00pm – 5:00pm Pre-Con 6A: Managing Metrics Effectively: Be Careful What You Ask For, Larry Eiser Pre-Con 6B: Social Media: Next Generation Customer Service, Simon Angove Tuesday, October 4 7:00am – 6:00pm Registration & Information 7:30am – 8:30am Breakfast & Common Ground Rounds Networking 8:30am – 9:45am Opening General Session: Top Ten Leadership Skills: Surviving & Thriving in the 21st Century, Kelli Vrla 10:00am – 11:00am Session Block 1 101: Making the Leap – Moving the Call Center from Service to Experience, Tim Montgomery, Tim Handren 102: Hiring the Right Fit for Your Contact Center, Raina Nishino 103: Uncovering the Truth Behind Workforce Optimization, Michelle Babb 104: Social Media to Support your ROI on Customer Experience, Pierre Jasmin 11:15am – 12:15pm Session Block 2 201: Service Leadership – Make a Difference!, Pete McGarahan 202: Understanding Variability to Avoid the Hidden Traps, Brian Flagg 203: Better by Design: Call Routing that Satisfies, Jay Minnucci 204: The Real Facts of Cloud Computing, Prem Uppaluru 12:15pm – 1:30pm Lunch & The Rapid Fire Challenge (see page 5 for a complete list of topics) 1:30pm – 2:30pm Session Block 3 301: Redefining Flexibility: A Strategy for Workforce Optimization to Enable the Virtual Call Center, Robert Duncan, Simon Angrove 302: Call Center 2.0: How to Create the Next Generation Call Center Today, Barbara Burke 303: Applying Customer Service Theory in the Contact Center, Robert Last 304: Using Social Media to Enhance Your Customer Relationships and Profitability, Robert Lamb 2:45pm – 3:15pm Tools and Trends Showcase T&T1: Post-contact Survey Best Practices: The Keys To Turning Feedback Into Operational Improvement, Erich Dietz T&T2: The New Paradigm –  The Maturity of Hosting, Richard Manulkin T&T3: Hiring for the Contact Center:  Improve Your Odds of Hiring People That Will Perform, Jeff Furst T&T4: Wireless in the Contact Center, Neil Hooper 3:30pm – 4:30pm Session Block 4 401: Strategic Planning Tools for the Contact Center, Brian Flagg 402: My Agents Won’t Sell, Tom Stanfill 403: Supersize Me! The Daunting Task of Transitioning from a Small to Large Center, Jeffrey Rega 404:  everaging Social Media Customer Segmentation to Drive Customer Engagement L in the Multi-Channel Contact Center, Christine Wright 5:00pm – 6:30pm Happy Hour Welcome Reception
  • 9. 9Wednesday, October 57:30am – 6:00pm Registration & Information7:30am – 8:30am Breakfast & Lightning Talks LT1: What’s in Your Petri Dish? Removing the Social Bacteria Dividing Your Cultures, Matthew Woody LT2: Saving Customers Who Want to Quit, Bob Davis LT3: Drive Amazing Results by Living Amazing Results, Steve Hinsley LT4: Stop the Churn! 3 Step to Lower Turnover and Improve Shareholder Value, RJ Milnor LT5: Feeling Like the Third Wheel: Being a 3rd Party Contact Center, Jeffrey Rega LT6: Driving Performance in a Unionized Call Center Environment, Larry Eiser8:30am – 9:30am G  eneral Session: No Excuses! – Incorporating Core Values, Accountability & Balance Into Your Career, Jay Rifenbary9:45am – 10:45am Session Block 5 501: e-Work : Securing a Competitive Edge, Eddie Caine 502: Performance Coaching: The Missing Link to Agent Effectiveness, Connie Smith 503: A Cycle of Service: A Process Improvement Roadmap, Suzanne Dunham 504: From Social Media to Chat: Connecting with Customers Using Tools They Use, Mike Lais11:00am – 12:00pm Session Block 6 601: Building an Effective Strategy to Improve Quality and the Customer Experience, Peter Bloom 602: Staffing Challenges and Successes in a Small Contact Center, David Gingrich 603: The Proven Power of the Quality Conversation, Bob Davis 604: Improving First Contact Resolution Through Outstanding Social Support, Michael Pace12:00pm – 1:15pm Lunch12:30pm – 1:00pm Luncheon General Session: Key Trends in Customer Service and the Impact on Your Contact Center, Paul Jarman, CEO of inContact1:15pm – 2:15pm Session Block 7 701: A Contact Center Model: Aligning Service to Achieve Bottom Line Results, Rich Hand 702: The 5 Human Capital Metrics that Every Call Center Needs, RJ Milnor 703: Workforce Management in the Small Call Center, Jay Minnucci 704: Bridging the Customer Service Gap Between Self-Service and Live-Service, Eric Camulli2:30pm – 3:00pm Tools and Trends Showcase T&T5: Analytics-Driven Quality Monitoring and Coaching: The Next Generation in Contact Center Quality Management, Patrick Botz T&T6: Outsourcing – Mission Impossible, Alejandro Vargas T&T7: Achieving Quality and Efficiency with the Work from Home Model, Jonathan Means T&T8: Finding the Space Between a Rock and a Hard Place: Deliver on Customer Experience, Matt McConnell3:15pm – 4:15pm Session Block 8 801: Driving Support Leadership through Actionable Business Intelligence, Barry McPherson 802: Rules of Employee Engagement, Connie Smith 803: Investing in Customer Retention Processes and Best Practices, Sherry Evans 804: Your Employee from Home – Managing Security for a Virtual Call Center, Hoyt Ketterson4:30pm – 5:30pm Special Presentation General Session: Contact Center Conference Game Show6:00pm – 8:00pm Dinner GroupsThursday, October 67:30am – 12:30pm Registration & Information7:30am – 8:30am Breakfast & Sponsor Roundtable Discussions8:30am – 9:45am General Session: It’s the Peoplework, Not the Paperwork, Bruce Wilkinson10:00am – 11:00am Session Block 9 901: The Contact Center Technical Divide, Barry Collin 902: Trust Me: Coaching is a Relationship, Not an Event!, Steve Hinsley 903: Workforce Forecasting Is a Lot Like Weather Forecasting: It’s Hard to Get it Right, But There Are New Ways to Adapt, Larry Schwartz 904: Innovative Social Media Strategies for Improving the Customer Experience, Lauren Ziskie11:15am – 12:15pm Session Block 10 1001: Understanding and Developing Your Own Work @ Home Program, Steve Greenberg 1002: Effective Coaching by Understanding Agent Performance Metrics, Michelle Babb, Rhonda Breith 1003: When Crises Go Global: Technical Support and Critical Incident Management, Barry McPherson 1004: Usability and Human Factors in your IVR = Big Savings and a Competitive Edge, Mark Camack
  • 10. 10 1 Day Pre-con offerings Keynotes site tours Monday, October 3, 9:00am – 12:30pm Monday, October 3, 1:30pm – 5:00pm Site tour 1: Site tour 3: Since 1945, U-Haul has been ICE provides clients the ability to the choice for the do-it-yourself leverage the power and appeal mover, with a network of more of vacations through fully branded than 16,300 locations in all 50 States and 10 Canadian travel and cruise programs with provinces. U-Haul customers’ patronage has enabled the access to flights, cruises, hotels, resorts, tours, car rentals, company to maintain the largest rental fleet in the do-it- golf tee times, wine clubs and packaged products yourself moving industry with approximately 104,000 trucks, via a proven e-commerce platform partnered with full 80,000 trailers and 36,000 towing devices. service state of the art call center, customer service U-Haul was founded by a Navy veteran who grew up and fulfillment operations. ICE services over 55 million during the Great Depression. Tires and gas were still consumers through commercial, corporate, travel rationed or in short supply during the late 1940s when and leisure partnerships around the world. U-Haul began serving U.S. customers. Today, that ICE offers completely branded marketing, sales and background is central to the U-Haul Sustainability Program: support systems allowing clients to design customized “Serving the needs of the present without compromising sales and marketing programs, while realizing the the ability of future generations to meet their own needs.” customer service benefits, sales and cost efficiencies Participants can expect an overview of our contact of ICE’s industry-leading call center operations and facility; annual call volume, staffing, Contact Center taking advantage of ICE’s travel and cruise demand organizational structure and an overview of our work- aggregation model. at-home program. We will give attendees a tour of With its global headquarters in Scottsdale, Arizona, the contact center and training facility followed by ICE has office locations in San Diego, California, the refreshments and a Question and Answer session on our United Kingdom, Ireland, Portugal, Belgium, Spain, roof-top patio. Australia, and Singapore. Site tour 2: Site tour 4: Cox Communications manages and Progressive Insurance operates a 1400 seat call center is a property and operation in the state of Arizona. casualty insurance provider based in Cleveland, OH. In We also have almost 600 agents business since 1937, Progressive is currently the 4th largest operating out of the home. We fulfill auto insurer covering all 50 states and employer of 6000 customer service, billing, technical, and sales (inbound Customer Relationship Management Representatives in and outbound) functions out of our call center today. our Personal Lines division. Some of the highlights of the tour will include a visit to our In 1998 Progressive established its first contact center in command center, NOC and work at home incubation Phoenix. We are pleased to showcase our current location room. You will learn a little about each job function our which is a smaller footprint from our previous building agents are performing, their training, how we measure due to our growing Work From Home representation. Our their success and the design of the call center itself. We Phoenix work groups include Sales, Customer Service, look forward to your visit. underwriting support and bilingual Spanish all of which utilize VOIP phone technology both in office and at home. Our employees enjoy an on-site fitness center, cafeteria, covered parking and an extensive art collection. The tour of the Phoenix site will highlight our call center All Site Tour Hosts Are A environment, our Work From Home program and our current initiatives. We look forward to hosting this event and showing why we think Progressive Insurance is a great place to work. r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 11. 1 Day Pre-con offerings workshops 11Monday, October 3, 9:00am – 10:00am Monday, October 3, 10:15am – 11:15amPre-Con 1A Pre-Con 2AThe “FireStarter“ Program The Right Metrics at the Right TimePeter McGarahan, Founder, McGarahan & Associates Jay Minnucci, President, Service AgilityCustomer Service Analysts and Technicians are utilizing the Contact center leaders have access to more data thanService Desk Redesign processes, procedures, and tools on anyone else in the enterprise. What should be a benefit,a daily basis. This program is designed for front-line service though, often becomes a drawback. Faced with too manyprofessionals to empower them to lead by example. choices, the contact center leans too heavily on the most familiar numbers, and in so doing can drive the wrongThe program is designed around three main process points behavior. Today’s technology offers more options, andto immediately: perhaps more importantly, offers better ways to integrate • Capture the issues / problems that are reoccurring, data from various sources. In this session, we will focus on: impact the business and do not have a defined • Key metrics and how they can best be used process for issue resolution. • Customizing your data • Capture an idea / recommendation / continuous improvement surfaced by the “FireStarter” team that • Integrating metrics from different sources has merit. • Deciding on objectives •  romote, lead by example and ‘fire-start’ enthusiasm/ P Lots of data means lots of choices. Making the right ones motivation / practice of the Service Desk Redesign can quickly bring about the performance improvements principles. you have been looking for from your center. Peter offers 27 years of IT and business Jay provides strategic and tactical guidance experience as a practitioner, product across all industries for enterprises that seek to manager and support industry analyst and optimize customer interactions. His client list expert in optimizing and aligning the service ranges from small start-up operations to large and support organizations of the Fortune 1000 Fortune 500 corporations. to deliver value against business objectives.Pre-Con 1B Pre-Con 2BA Case Study: Driving the Customer Five Top Writing Techniques toExperience through Enhanced Coaching Effectively Communicate Through ChatMatthew Woody, Vice President, Consumer Contact Leslie O’Flahavan, Principal and Co-Founder, E-WRITECenter, Fifth Third Bank Just because agents are excellent on the phone orThe discussion will focus on how to raise your customer competent when they write emails to customers doesn’texperience scores through enhanced coaching and mean they will be able to write chat. Chat requires a wholeheightened organizational support. Best practices include: new set of software skills and writing skills. Are your agentsSide-by-side monitoring; monthly supervisor customer good enough writers to chat with customers? This sessionexperience readouts; quarterly customer experience will help contact center managers understand the writingbusiness review; VOC reviews; and supplemental demands of chatting with customers and plan training tocoaching for outliers. ensure their agents have the writing skills they need to: Matt has over 20 years of contact center • Control the dialogue to help define the customer’s management experience. He has led both problem or question small and large scale contact centers for • Write with empathy so customers believe the agent cares  Fifth Third Bank, Fidelity Investments, the •  anage delays (looking up product info or M Muscular Dystrophy Association and researching the customer’s account) with grace Macy’s Credit Services. • Balance sales writing with service writing •  rite accurately and correctly and avoid errors W Leslie has helped thousands of people learn to write well for online readers. She is a problem-solver for all the writing-related challenges faced by contact centers.The Leading Conference for Managing the Customer Experience
  • 12. 12 1 Day Pre-con offerings Keynotes workshops Monday, October 3, 11:30am – 12:30pm Monday, October 3, 1:30pm – 2:30pm Pre-Con 3A Pre-Con 4A Navigating the Options of Cloud How Employee Appreciation Leads To Communications for your Contact Center Award Winning Service Rory Herriman, Managing Partner, Ponvia Technology, Inc. Chris Crabtree, Executive Vice President, MedSolutions Cloud Communications offers enterprises a new way to For the last four years, MedSolutions has been recognized for develop and deploy highly scalable, feature rich systems providing “An Outstanding Customer Service Experience” and applications that offer new ways of communicating under the esteemed J.D. Power and Associates Certified with their employees, customers and partners. As with Call Center Program. You can’t build a great company any emerging market, the amount of misinformation and without great people, and great people need to feel marketing hype can make it difficult for organizations to appreciated. During this must-attend session, you’ll come truly evaluate how it can be applied. We will review what away with tips for letting your employees know they are Cloud Communications is and is not – including current valued. This presentation will focus on  building a customer- and emerging standards. Explore the services available: focused operation, practices for improving employee satisfaction, and means of acquiring feedback from •  oIP, Hosted PBX and Unified Communication Services V employees before issues arise. Looking past the typical, •  IP Trunking, Enhanced Carrier Services and IMS S knowing what drives individuals, and keeping it simple •  osted Contact Center, IVR and Dialer platforms H are key ways to re-focus on appreciating employees. •  pplication Deployment Platforms A Chris currently serves as Executive Vice President of Operations at Med Solutions. • Communication Mashups and API’s He holds an MBA and a B.S. in Marketing/ Rory brings over 20 years of telecommunications, Management. Previous experience includes contact center and business experience in his Countrywide, Effinity Bank, eFocus and First work with multiple Fortune 500 organizations to Union National Bank. define their business and technology strategies and capabilities for their contact centers and communications infrastructures. Pre-Con 3B Pre-Con 4B Understanding Failure in the Contact Center Contact Center Outsourcing 2012 & How to Prevent It Tom Milligan, EVP Sales & Marketing, Vector BPO Robert Last, Director of Research and Content, CCA Too often, we think outsourcing is an all-or-nothing Organizational failure is common but it does not have proposition. It’s either all in house or all outsourced, all on to be. Preventing failure is not just a matter of having shore or offshore, all with one vendor or with another vendor. good leadership, well-defined processes and good Today, more clients are outsourcing the vendor management technology, but resides in practicing good organizational process by choosing a lead vendor who takes on the role management. You will learn: of General Contractor in the outsourcing relationship. An offshore customer service specialist who may be offshore but • The four principle causes of failure works closely with a near-shore technical support specialist •  ow to practice the concept of predictable surprise H who coordinates with a social media response specialist – all and how it impacts organizational failure of whom work with your in-house escalation team – is a far •  ow every employee can play a role in preventing H more efficient model than single-sourced applications or failure by using after-action reporting multi-sourced applications managed by an in-house team. •  ow to identify a set of tools and techniques that an H Explore how to negotiate this new model to ensure organization can use to prevent failure your customers are taken care of no matter their location, your cost constraints, or the media they’ve chosen as •  ow to assess potential areas of organizational failure H a contact method. Robert has over 20 years of experience Tom began working with outsourcers on in the contact and customer service fields the client side of the relationship in the early as a manager, author, trainer, consultant 1990’s as it was his responsibility to manage and industry analyst. the vendor relationship during the company’s hyper-growth mode. r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 13. 1 Day Pre-con offerings workshops 13Monday, October 3, 2:45pm – 3:45pm Monday, October 3, 4:00pm – 5:00pmPre-Con 5A Pre-Con 6AEmail Communication: How Do 7 Brand Managing Metrics Effectively:Name Retailers Stack Up? Be Careful What You Ask ForLeslie O’Flahavan, Principal and Co-Founder, E-WRITE Larry Eiser, Managing Principal, Contact Center InsightsThis session will present a case study in e-mail quality. There’s a wealth of metrics to manage in a call centerCompare the email response from six big-name environment. The challenge is identifying which ones to payretailers – Amazon.com, Buy.com, Overstock.com. attention to as well as how to manage those effectively.Sears, Toys R Us and Walmart: This session will discuss how not to get lost in the numbers • Response time: How long did the customer wait and ensure focus around what really matters. This session will for the email reply? also address how to get the results you desire by avoiding common pitfalls in organization-wide metrics, center-wide • Tone: How friendly was the agent? Did the tone of the  metrics and in metrics managed and incented at a CSR writing build rapport between customer and company? level. This presentation, based on real-world experiences, •  irst Contact Resolution: Did the agent answer the F will serve as a springboard for a lively discussion on what customer’s question completely? others in the audience have experienced. • Clear writing: Is it concise, correct, and complete? Larry had over ten years of leadership •  ther sources of help: Did the answer include a phone O experience in the contact center arena before number and links to the FAQs or knowledgebase? launching Contact Center Insights includingDownload each retailer’s response to the customer’s question serving as Vice President of Call Centerplus Leslie’s commentary on the quality of each email. Operations for Duke Energy. Leslie has helped thousands of people learn to write well for online readers. She is a problem-solver for all the writing-related challenges faced by contact centers.Pre-Con 5B Pre-Con 6BWork At Home Best Practices: The Cox Social Media: Next GenerationWork at Home Model Customer ServiceShannon Walker, Work at Home Team Lead, Simon Angove, Chief Executive Officer, GMT CorporationCox Communications Gartner anticipates 30 percent of large companies toCox has been running it’s own work at home program build customer service processes into social platforms oversince 2007. They have a 1,400 seat call center in Phoenix the next two years. With consumers spending almost one-with 600 agents working out of the home in the Greater fourth of their online time on social networks, companiesPhoenix Area and Tucson. Cox has almost 3,000 agents must adjust how they communicate with their customersthat work at home nationwide. and employees as well as ensure a consistent messageThis discussion will focus on the best practices followed and service across all channels. In this session, discover:by Cox and specifically their solutions for best hiring, •  ho within the organization is responsible for social Wtraining, management and technical practices. We’ll media inquiries?discuss the significant financial and performance benefits • To what extent will the contact center become more of we’ve derived from the program and how we’ve built an extension of a company’s marketing organization?the program up over the last four years. •  hat skills should an agent have in order to respond W Shannon has been leading a work at home best to these inquiries? team since Cox launched the program in 2007, • How will the organization forcast/schedule 24/7 staffing?  during which time he developed a practical “work at home” knowledge base derived out Simon brings new energy and expertise of first hand experience. to GMT and prior to that he was co-founder and president of Brickstream, a business intelligence company focused on the retail and financial services industries.The Leading Conference for Managing the Customer Experience
  • 14. 14 Session Block 1 Tuesday, October 4, 2011 10:00am – 11:00am Session #101 Session #102 Making the Leap – Moving the Call Center Hiring the Right Fit for Your Call Center from Service to Experience Conference Track: Agent Hiring Development & Retention Conference Track: Strategic Planning Raina Nishino, Call Center Operations Manager, Tim Montgomery, CEO, Cooney Solutions Group The Travel Corporation Tim Handren, President and COO, Cooney Solutions Group Hiring for any contact center can be a challenge. The What makes a contact center world-class and how do I get Contact Center Representatives are the voice of any there? Companies that have been successful in making the call center. In this session, learn how to be successful in leap understand that doing just one thing at a time doesn’t reducing agent turnover with limited hiring resources. Using cut it. Taking a piecemeal approach to “projects” focused a case study, this session will highlight the unique process on world-class service will only create frustration and a lack used to hire candidates. Session topics include: of faith in the overall effort. In this session, Tim Handren, •  ow your culture can be represented in the hiring process H the former COO of USAA and Tim Montgomery, trusted • Creating the perfect job description advisor to world-class companies, will share their real-life experiences in helping organizations make the leap. You’ll • Phone and in-person interviewing techniques return to your environment with new ideas to eliminate • To test or not to test? the self-inflicted barriers, creative ways to connect the • The selection process call center with all departments and innovative ideas on leading in a front-line focused culture. • Measuring your results Tim has been a major force in Raina has held several positions within the call center industry as an the company and moved from Call accomplished author. Center Rep into management in just Tim has over 25 years of experience under 6 months. She holds a Bachelor’s in the insurance and financial degree in Psychology and a certificate services industries. in Human Resources Management. Session #103 Session #104 Uncovering the Truth Behind Social Media to Support your ROI on Workforce Optimization Customer Experience Conference Track: Workforce Management Conference Track: Social Media in the Contact Center Michelle Babb, Managing Director, Ponvia Pierre Jasmin, President and Senior Consultant, Triad Services There has been a great deal of buzz recently in the contact While the first versions of the CRM approach yielded center industry about workforce optimization. Attend this inconsistent results in the 1990s, the customer experience session to learn from an independent consultant what approach coupled with social media usage that has been workforce optimization really is, and how it is so much more applied over the past few years, is a second generation than workforce management and quality management. concept that is becoming more and more important. The This session will cover the components of WFO, discuss the intense competition existing today coupled with the ever benefits of WFO over traditional WFM and QM practices, increasing awareness of customers is driving companies and provide best practices on how to implement a WFO to distinguish themselves through the experience of program. In addition to business best practices, WFO the customer before, during and after their purchase. technology considerations will also be discussed. The overall experience is consequently impacting the Michelle is responsible for client delivery in the satisfaction and loyalty of the customer. Can social areas of workforce optimization, performance media really improve the customer experience? What management, and contact center operations as are the tangible effects that can be measured? Can we the leader of Ponvia’s Contact Center Practice demonstrate a positive return on efforts in managing this with over 14 years of experience in the contact new channel? This session will address the answers to these center and telecommunications space. compelling queries! Pierre has over 20 years of experience in customer relationship strategy for the call center environment and has designed many programs to help contact centers optimize operations and move towards “best in class” management practices. r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 15. Tuesday, October 4, 2011 11:15am – 12:15pm Session Block 2 15Session #201 Session #202Service Leadership – Make a Difference! Understanding Variability to Avoid theConference Track: Strategic Planning Hidden TrapsPeter J. McGarahan, Founder, McGarahan & Associates Conference Track: Performance ManagementService leadership is about doing the right thing and Brian Flagg, Support Contact Center Senior Managermaking fact-based decisions. It’s about challenging Performance management relies on measurementconventional wisdom and having the moral backbone to results, understanding what measurement results arestand up for doing the right thing for the customers and telling the leadership team, and then driving changespeople they serve. Service leadership is a servant role that or improvements based on the results. Most often resultslooks at the business of service and support creatively are managed based on averages across a day, week,and innovatively with a foundation based on industry or month. Averages can hide service issues, most notablybest practices. It’s time for a change in the way we lead a high level of variability in performance and henceand work to reengage our team and our customers, variability in the customer experience. Leaders mustgiving them hope and purpose that their needs come understand variability, how it is measured and how it isbefore ours. Wake up the inner Service Leadership in you managed. In this session, learn about averages and hiddenand approach your leadership responsibility with energy, traps associated with managing to averages, and learnpassion, caring and intelligence that will make a difference how to understand, measure to, and manage to variability.in people’s lives. Brian has 31 years of IT industry experience, Peter offers 27 years of IT and business including 18 years of support contact center experience as a practitioner, product manager leadership experience with various global and support industry analyst and expert in contact centers including IBM and Target. optimizing and aligning the service and support organizations of the Fortune 1000 to deliver value against business objectives.Session #203 Session #204Better by Design: Call Routing that Satisfies The Real Facts of Cloud ComputingConference Track: Quality & Customer Experience Management Conference Track: Contact Center TechnologyJay Minnucci, President, Service Agility Prem Uppaluru, President and CEO, Transera CommunicationsMenus are a constant source of frustration for customers, Cloud computing is important because it brings economiesand skills-based routing seems to add more problems than of scale, cost savings, and numerous other benefits to everyit resolves. In this session, we will take a close look at how enterprise. In the context of call centers, cloud computingto route the call from start to finish to get the best results for is a little more complex because we have to deal with twoeveryone. We will discuss best practices and also address clouds: the voice cloud (public/private network carryingspecific situations presented by the audience. Gain an voice traffic) and the application cloud (Internet-basedunderstanding of where routing problems may be creating customer interaction management application). Ideally,problems in your organization, and learn some simple the application cloud is decoupled from the voice cloud,practices and a “layering” technique that can be used by which gives enterprises the flexibility to choose the voiceanyone to produce better results. With the changes that telephony and transport networks that best meet theirare presented in this session, learn to turn a problem into a business needs. In this session, learn about the qualifyingstrength and separate yourself from the competition. Your criteria for a legitimate contact center in-the-cloudcustomers will thank you for it! offering. Leave with a checklist in hand that allows you to Jay provides strategic and tactical separate true call center solutions in the cloud from those guidance across all industries for enterprises that are pure fluff. that seek to optimize customer interactions. Prem has 25 years of experience in the His client list ranges from small start-up telecommunications and networking industry. operations to large Fortune 500 corporations. Prior to joining Transera, he held senior management positions at Novell, Fluent, Samsung, Bell Labs, and Bellcore.The Leading Conference for Managing the Customer Experience
  • 16. 16 Session Block 3 Tuesday, October 4, 2011 1:30pm – 2:30pm Session #301 Session #302 Redefining Flexibility: A Strategy for Workforce Call Center 2.0: How to Create the Next Optimization to Enable the Virtual Call Center Generation Call Center Today Conference Track: Virtual Workforce Conference Track: Agent Hiring Development & Retention Robert Duncan, COO, Alpine Access Barbara Burke, Principal, Barbara Burke & Associates, Inc. Simon Angrove, Chief Executive Officer, GMT Corporation Powerful external forces are compelling call centers to The at-home agent model continues to gain momentum as transition from a metrics-driven operation to a service companies are seeking new ways to lower operational costs. model focused on improving the customer’s direct Web-based workforce management solutions support the experience with the front-line agent. The old command at-home agent model and enable the virtual call center. and control management model no longer works. Learn Email, texting, IM and social media enables home-based what top companies are doing to create Call Center 2.0. agents to stay tapped into their managers by leveraging Understand why call centers are moving away from heavy an on-demand, SaaS workforce management application. reliance on quantitative measures and why focusing on This session includes practical benefits of a virtual workforce: core values matters. Learn practical steps managers can •  ustaining revenue generation through a flexible workforce S take to help supervisors become more proactive and the 4 critical success factors leaders need to create a highly •  chieving greater employee and customer satisfaction A engaged workforce. • Retaining experienced employees and lowering attrition Barbara, an international customer care expert, •  earning best practices in scheduling a flexible workforce L author and speaker, has spent the last 25 years Rob oversees Alpine’s core making a difference in call centers as a operational functions, including consultant, trainer and speaker. workforce management. Simon brings new energy and expertise to GMT as their CEO. Session #303 Session #304 Applying Customer Service Theory in the Using Social Media to Enhance Your Customer Contact Center Relationships and Profitability Conference Track: Quality & Customer Experience Management Conference Track: Social Media in the Contact Center Robert Last, Director of Research and Content, CCA Robert Lamb, Practice Director – Customer Contact Services, We all take it for granted that customer service is good AT&T Consulting for business, but very few customer service and support Social media has become an impactful access channel professionals understand the basic theory behind customer for customer interaction in business today. Social media service. This session will 1) explain the theory of customer has quickly developed into a customer community service, 2) discuss the research that explains why it is communication tool that offers potential for great benefit profitable and 3) present best practices in customer service and equal risk to significantly impact brand value and in the contact center. At the conclusion of this session, the customer perception positively or negatively. Studies show attendees will customers are increasingly expecting and requiring the •  nderstand the guiding principles of a good customer U companies that they do business with to interact with them operation in a contact center on the access channel of their choice, including social media. This session will discuss: the value of using social •  e able to analyze the practices in the contact center B media in customer interaction; the latest social media that benefit its customers trends for customer contact; and how social media can •  e able to identify the practices in the contact center B and should be an integral part of your customer contact that drive customers crazy strategy to deliver a consistently satisfying customer Robert has been involved in the contact center experience that improves profitability. industry as a manager, trainer, consultant and Robert, with over 25 years of customer industry analyst for over 20 years authoring contact experience, specializes in developing dozens of articles, white papers and books on holistic and virtualized contact centers to topics related to contact center operations. optimize the customer experience and improve the corporate bottom line. r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 17. Tuesday, October 4, 2011 2:45pm – 3:15pm Tools & Trends 17Tools & Trends #1 Tools & Trends #2 Post-contact Survey Best Practices: The Keys To The New Paradigm – The Maturity of HostingTurning Feedback Into Operational Improvement Richard Manulkin, President/CEO, Connect First Inc.Erich Dietz, Senior Sales Director, Mindshare Technologies After years of trial and error, failures and misery, the day ofLeading organizations are leveraging the voice of the hosting is here, and has been for longer than most realize.customer (VOC) to drive first contact resolution, performance, Now, most industries use some form of hosting, for theand profitability in their contact centers. However, to drive obvious benefits, and Hosted Call Center Infrastructure hasresults, it is imperative that companies understand what proven to be a cost effective, reliable and scalable optionmatters most to customers. Companies must be more for a wide variety of centers, including BPOs.efficient and effective with their use of feedback; especially The core business of a contact center is customer andas it relates to their ability to extract insights from customer client contact; having in-house specialized personnel andcomments and other forms of unstructured feedback, technology is tangential. Hosting allows the center to focusincluding social media. Learn: solely on the main functions of the business, and leave the • Best practices on “When, Where, and How” to ‘necessary evils’ to be handled by experts whose primary gather feedback function is to keep the technology running properly. •  ow to make survey data more actionable. H Richard brings over 20 years of extensive and diverse experience in the Telecom Client •  owerful new tools and tactics for extracting insights P and Program Management fields. He is highly from customer comments experienced in successful call center strategies, Erich has deployed successful customer as well as their effective operation and usage. feedback solutions for many of today’s most highly recognized brands, including Capital One, Comcast, and Pier 1 Imports. He holds a B.S. in Industrial Engineering from Rutgers School of Engineering.Tools & Trends #3 Tools & Trends #4 Hiring for the Contact Center: Improve Wireless in the Contact CenterYour Odds of Hiring People That Will Perform Neil Hooper, Senior Marketing Manager, PlantronicsJeff Furst, President and CEO, FurstPerson, Inc. Delegates will be introduced to pros and cons, real-lifeHiring agents and supervisors into the contact center customer experiences, best practices, and key technologyseems so simple yet many contact centers are plagued considerations associated with using wireless headsets inwith high turnover and poor new hire performance. Break various Contact Center environments. They will walk awaydown some of the common problems to making the wrong better able to determine if, where and how to move tohire and introduce a performance driven hiring framework wireless or expand current usage, and how to justify thethat leverages defining job success, measuring job success, recommendation up the management chain.technology, and business intelligence to create a hiring Neil has specialized in Networking,model that drives ROI for your contact center. You will: Collaboration, Voicemail, Unified •  nderstand some common myths and misinformation U Communications and Customer in current contact center hiring practices Service systems for two decades. Before Plantronics he held global •  nderstand how the hiring profile creates the U roles with Avaya, Lucent and Octel. foundation for hiring success • Explore the link between the hiring process and job performance •  earn to evaluate job candidates beyond the interview L •  iew your hiring model in a larger, integrated Talent V Management process Jeff’s company provides web-based hiring solutions for customer contact organizations with a specific emphasis on call centers with the goal of creating a performance-based hiring model. He holds an M.B.A. in Business from The University of ChicagoThe Leading Conference for Managing the Customer Experience
  • 18. 18 Session Block 4 Tuesday, October 4, 2011 3:30pm – 4:30pm Session #401 Session #402 Strategic Planning Tools for the Contact Center My Agents Won’t Sell Conference Track: Strategic Planning Conference Track: Agent Hiring Development & Retention Brian Flagg, Support Contact Center Executive Tom Stanfill, CEO, Aslan Training & Development A sound and well-developed strategy is as important for a In this economic climate, driving revenue in your call center support center as any other business. The strategy informs is more important than it has ever been before but, as you what measures are important and why, steers capital know, selling in a customer service environment is anything investment towards projects with a needed rate of return, but easy. If you are like most call center managers, you and drives the prioritization of projects competing for fixed know how difficult it is to manage the metrics, enhance resources. Strategy becomes a blueprint to guide financial, customer loyalty, and on top of all that – motivate your operational, and organizational decisions, and provide team to sell. It’s a daunting task. the needed customer focus. Strategy should answer the In this session you will be exposed to five common myths question, “what do we do next?” This presentation will about call center selling. This presentation will reveal the cover two strategic planning tools, strategy maps and keys to leading and coaching a sales and service team. the Baldrige Assessment, and their applicability within the From insights gained from over 15 years of extensive support contact center. The presentation will also cover research, you’ll learn to remove the agent’s top four operational frameworks such as ITIL and COBIT and explain barriers to selling and some simple tools to coach and why these are not strategic planning tools. develop even the most junior agent. Brian has 31 years of IT industry experience, Tom is co-founder of Aslan Training including 18 years of support contact center & Development, a global training and leadership experience with various global consulting firm that focuses on improving contact centers including IBM and Target. the sales performance of call center organizations through agent & leadership development programs. Session #403 Session #404 Supersize Me! The Daunting Task of Leveraging Social Media Customer Transitioning from a Small to Large Center Segmentation to Drive Customer Engagement Conference Track: Workforce Management in the Multi-Channel Contact Center Jeffrey Rega, Customer Service Manager, TheaterMania.com Conference Track: Contact Center Technology The transition from a small sized call center to a medium or Christine Wright, CEO, Customer Contact Insights large contact center can be a daunting task. One must Social media engagement management is a rapidly take into account all factors that will soon be contributing expanding, driving force in the customer contact to the work load of your company’s front line agents; from industry today. It is becoming incredibly important to the obvious increase of call volume to the justification, not only know who in your customer base are your most implementation & maintenance of new methods of valuable customers, but also which ones carry the most communication that will now be available to your team. social influence from a word of mouth advertising and This session explores the effective reevaluation of your negative exposure perspective. This session introduces current metrics, the questions regarding appropriate a revolutionary new method of customer segmentation staffing for the unknown, implementation of new contact using a combination of social media, geo-demographic, methods – such as live chat or email, keeping your team psychographic and CRM data to derive unique customer “buy-in” and service standards high, and more. In addition, behavioral segments. Further deploying the use of cloud- we will touch on several key hurdles one will inevitably based technology within a multi-channel contact center encounter during such transitions and ways to navigate environment, it will demonstrate how these segments can them effectively. be applied on a real-time basis to drive acquisition, growth Since 2008, Jeffrey has managed a and retention related types of offers, and interventions with contact center that has grown over customers to increase customer loyalty and engagement. 300% in staff size, and has seen an Christine’s background is in Marketing Sciences average daily increase in call volume where she has over 25 years of diverse industry of 58% in these short three years. experience working with clients in the areas of Marketing Research and Analytics, and CRM Strategy Development and Execution. r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 19. Wednesday, October 5, 2011 9:45am – 10:45am Session Block 5 19Session #501 Session #502e-Work: Securing a Competitive Edge Performance Coaching: The Missing LinkConference Track: Virtual Workforce to Agent EffectivenessEddie Caine, Business Service Supervisor, Valley Metro RPTA Conference Track: Performance ManagementWe’re living in the information age where work is no longer Connie Smith, President, SpotOn Enterprisesa place you go, but a thing you do. Giving employees the Did you know that companies who have implementedopportunity to work where and when it’s most efficient is not coaching programs are 50% more likely to have lowerjust a good idea, it’s a competitive advantage. The goal of turnover, achieve 27% greater profitability and have 56%this session is to equip organizations and advocates to “take higher customer loyalty? Coaching has become one ofthe next step” in the development and execution of their the most important drivers of agent effectiveness withintelework programs. Several telework and virtual workplace the contact center. An effective coaching program is notcase studies from large well-known corporations to small as simple as selecting someone to conduct side-by-sideinnovative privately-owned businesses will be presented. sessions to discuss “done well’s” and “do betters.” There isEach will provide their own unique perspectives but all much more to it than that. A coaching program should bewill share keys to successful implementation of a remote a daily routine that is welcomed by all and is integratedwork program. The session panelists will reveal key success into the lifecycle of your contact center. You’ve developedelements of their programs and answer the tough questions a training program, implemented a quality monitoringin an interactive session. Bring your questions, concerns and program, now it’s time for you to focus on the missing link topersonal experience to this exciting dialogue. agent effectiveness, a performance coaching program. Eddie works with a team of professionals Connie has been involved with customer that serve as a valuable resource to service and sales operations in various roles some 2,000 area employers who have for more than 20 years helping world-class joined in the effort to reduce vehicular contact centers such as Southwest Airlines, traffic congestion and improve air quality Mattel, Staples, Microsoft, Starbucks, Cabelas, in the Phoenix metro area. Nordstrom, Oakley, Alaska Airlines, and SAFECO.Session #503 Session #504A Cycle of Service: A Process From Social Media to Chat: ConnectingImprovement Roadmap with Customers Using Tools They UseConference Track: Quality & Customer Experience Management Conference Track: Contact Center TechnologySuzanne Dunham, SVP Customer Service, Mike Lais, Director of System Engineering,Integrated Broadband Services Spanlink CommunicationsCustomers expect us to deliver responsive, reliable and If you’re like most other companies, you’re counting yourresourceful service in every interaction. However, workflow pennies. Your staff has shrunk, along with your budget. Ifdisconnects, unnecessary processes and bottlenecks all you are lucky, you haven’t lost customers – and if you do,interfere with the customer experience. A major key to you’re next on the chopping block. So, how can you keepsuccess is the ability to view your service processes through your job, customers and a low budget?each step the customer experiences as they interact When it comes to receiving customer service, customerswith your organization. Participants will be introduced have a number of communication channels to leverage.to a “cycle of service,” which is a process improvement While dialing the customer service line hasn’t goneroadmap made up of customer moments of truth. They away, many customers are getting accustomed to otherwill have the opportunity to evaluate each moment from communication tools such as web chat, texting and eventhe customer’s perspective and identify key processes leveraging social media tools such as Twitter or Facebookfor improvement to maximize/improve their company’s for help. In this session learn about next generation contactresponsiveness, resourcefulness and reliability. center solutions and hear case study examples of how Suzanne is currently responsible for the companies are using contact center technology to provide Technical Support Contact Center. Her key true customer service to customers using the tools they use. areas of expertise include the creation and Mike has been in the IT industry for execution of customer experience strategies, more than 25 years, focusing primarily process improvement, quality management in the telecommunications and the contact and building high performance teams. center markets for the past 12 years.The Leading Conference for Managing the Customer Experience
  • 20. 20 Session Block 6 Wednesday, October 5, 2011 11:00am – 12:00pm Session #601 Session #602 Building an Effective Strategy to Improve Staffing Challenges and Successes in a Quality and the Customer Experience Small Contact Center Conference Track: Strategic Planning Conference Track: Agent Hiring Development & Retention Peter Bloom, Chairman, COPC QPO Inc. David Gingrich, Operations Director, Customer Support, Many contact center organizations invest a significant Geisinger Health System amount in their quality programs but achieve little to All contact centers struggle with staffing issues, agent hiring no return. Most organizations can dramatically improve and retention. These are even more challenging in the small performance and provide the organization with valuable contact center. This session will provide real life experience business insights by changing the quality program to on creating a workplace environment that promotes eliminate common pitfalls. This session will provide an teamwork and reduces staff turnover. You will: overview of these pitfalls, how to avoid them, and provide •  ist 3–5 tools and techniques to assist in selecting the L real examples of performance improvement and business best candidate fit and identify hiring tips to help you intelligence driven by a quality approach focused on in matching the right candidate with the right position. business results. • Identify the 7 characteristics of communication. You will learn about a dramatically different approach to managing quality which is proven to drive improvements •  ist practical ideas for staff recognition. Take back L in customer satisfaction, sales, cost, and compliance. and use 3–5 time tested ideas that will bring increased focus, loyalty, engagement and fulfillment. Peter is a leading authority on operations management, performance improvement, David has over 25 years experience and benchmarks for customer contact centers. in management, team leadership and team development and has achieved recognition for his efforts in championing a customer service approach within the healthcare setting. Session #603 Session #604 The Proven Power of the Quality Conversation Improving First Contact Resolution Through Conference Track: Quality & Customer Experience Management Outstanding Social Support Bob Davis, President, Robert C. Davis and Associates Conference Track: Social Media in the Contact Center Customer contact centers have a golden opportunity on Michael Pace, Director of Customer Support & Community, every call – from inbound service, complaint and cancel Constant Contact calls to outbound sales and retention calls. Yet too often, Is your organization considering providing customer service companies lose these opportunities as fast as calls are over social media networks or looking for a new way to dialed or come into the queue. This session will discuss how really exceed your customer’s expectations? This session will a robust call flow used at companies such as AOL, the help you understand how to put the foundational pieces Atlanta Journal – Constitution, Cox Enterprises, the Pittsburgh together to start supporting your customers through social Post – Gazette, USA TODAY, and Vistaprint added millions media networks. We will provide guidance for setting up of dollars to their bottom lines, starting with the idea that your strategy and objectives, how to leverage free/low if the greeting is handled correctly, the chance of a sale cost solutions and systems to get started, how to hire or set or save goes up significantly. Participants will be provided up your agents, how to measure and how to really exceed with enough information to monitor and evaluate calls, and your customer’s expectations over these new channels. This take the next steps toward world-class sales, retention and case study from Constant Contact will show how maximizing customer service results. all of your support channels to drive First Preferred Contact Bob is a premier customer contact Solution Resolution greatly increases your customer center consultant, coach and trainer satisfaction and sharply reduces your operational costs. who has worked extensively over more Michael is a leader in transforming the than 30 years on customer contact customer service world to exceed the center projects. needs of the customer in this new social landscape. Connect with him on Twitter @mpace101 and on LinkedIn. r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 21. Wednesday, October 5, 2011 1:15pm – 2:15pm Session Block 7 21Session #701 Session #702A Contact Center Model: Aligning Service The 5 Human Capital Metrics thatto Achieve Bottom Line Results Every Call Center NeedsConference Track: Strategic Planning Conference Track: Performance ManagementRich Hand, Director of Membership & Publications, CCA RJ Milnor, Managing Partner, CallMe! ConsultingThis session is designed to instigate contact center managers, Call center professionals often struggle with how to accuratelydirectors, and executives to look at the contact center as capture the workforce’s impact on the organization. Mosta value driven organization. This model takes a look at the don’t progress beyond purely operational performancepotential revenue opportunities and efficiencies that can be metrics. But a suite of human capital metrics can provideachieved by determining the role of the contact center the unique and differentiated insight to increase agentin the organization. The contact center is the competitive performance, decrease costs and grow the business. Pickingdifferentiator in today’s business environment. Understand these measures from a list is like searching for a needle in awhy your strategy must include a definitive path to aligning haystack. This presentation introduces a systematic approachwith the business objectives. A few key takeaways include: for identifying the right human capital metrics to improve• A contact center model short-term and long-term performance. Participants will learn: Five human capital metrics no call center should be without;• Contact center as a revenue generator How to identify the best set of human capital metrics for their• Aligning the contact center with the business call centers; and why a “metrics cascade” can allow them to• Moving from reactive to strategic accurately create business measurements. Rich started his business career over RJ has overall business responsibility 30 years ago. His experience includes for the strategy, operations, and client sales, customer service, compliance, engagements of the global consulting implementation, process improvement practice of CallMe! Consulting which and strategic management positions. provides expert support to call centers at every stage of the talent lifecycle.Session #703 Session #704Workforce Management in the Small Call Center Bridging the Customer Service GapConference Track: Workforce Management Between Self-Service and Live-ServiceJay Minnucci, President, Service Agility Conference Track: Contact Center TechnologyGreat forecasting and scheduling practices are essential Eric Camulli, Vice President, Virtual Hold Technologyto a well-run contact center. The tools that are available, Transitioning between self-service and live-service is likeand the processes the “experts” discuss are designed for shifting gears without putting your foot on the clutch.the mid and large sized centers. What about those with The friction and grinding represent the resulting customer100 agents or less? experience. Examine the value of virtual queuing solutionsThis session is focused on how WFM principles can be applied that bridge the customer service gap between self-servicein the smaller center. By attending this session you will: and live-service. Analyze how virtual queuing technology: •  earn how variability impacts accuracy and how L • Eases the transition between self-service and live-service to deal with it • ncreases customer satisfaction and customer I •  ee how Excel can be utilized to mimic functionality S retention initiatives of the large WFM vendors • mproves contact center metrics such as ASA, I • Hear about tools that are designed for WFM in the  service level and abandoned calls smaller contact center •  ptimizes contact center performance by better O • Identify practices that you can follow to react to  managing peaks in call volume queuing situations •  chieves its ROI in about a year or less AIf you have from 5 to 95 agents and struggle with WFMpractices, this session will get you on the right track. Eric is responsible for building a world-class brand focused on delivering collaborative Jay provides strategic and tactical guidance virtual queuing solutions that solve the across all industries for enterprises that seek to ubiquitous problem of hold-time for optimize customer interactions. His client list contact centers worldwide. ranges from small start-up operations to large Fortune 500 corporations.The Leading Conference for Managing the Customer Experience
  • 22. 22 Tools & Trends Wednesday, October 5, 2011 2:30pm – 3:00pm Tools & Trends #5 Tools & Trends #6 Analytics-Driven Quality Monitoring Outsourcing – Mission Impossible and Coaching: The Next Generation in Alejandro Vargas, President/CEO, Dialogue Marketing Contact Center Quality Management Dialogue Marketing has developed a great deal of Patrick Botz, Vice President of Workforce Optimization, VPI expertise by working with Frito Lay for eight years on a new Analytics is changing the way companies do business “go to market” strategy to handle small accounts. In the and dramatically improving contact center quality and last 8 years they have developed sales strategies, business operational performance – helping them to survive and intelligence, their own CRM solution and on line solutions. thrive in today’s challenging economic times. Analytics This expertise allowed them to roll out one of the most can help contact center managers understand issues aggressive business expansions, working with their client in and trends that impact contact center performance Latin America. Along the way, there were challenges that and customer experience. It provides valuable information made this an impossible project. Ingenuity, technology, on products, services, policies and procedures. Analytics a positive outlook, and guts have made this outsourcing can also enhance quality assurance (QA) programs and opportunity a reality. enable more targeted coaching. In this session, we’ll Alejandro has worked in the call center industry discuss what analytics can do, how it is used, and the rapid for 16 years. He has a vast knowledge and impact it can have on improving your QA and training understanding of the call center dynamics, programs, contact center performance, operational client relations and marketing strategies. effectiveness, customer experience and retention. Patrick leverages more than a decade of field experience as a contact center practitioner and focuses on the mission-critical aspects of capturing customer intelligence and optimizing business processes and workforce performance. Tools & Trends #7 Tools & Trends #8 Achieving Quality and Efficiency with the Finding the Space Between a Rock and a Work from Home Model Hard Place: Deliver on Customer Experience Jonathan Means, SVP, Global KellyConnect Practice Matt McConnell, CEO, Knowlagent Leader, Kelly Outsourcing and Consulting Group Your call center runs like a well-oiled machine, based on There exists in nearly every customer care organization a some well-established rules for maximizing efficiency. But tension between marketing, finance and the contact center what if you’re being asked to sign up for new customer operator. Marketing expects an outstanding customer experience goals such as First Call Resolution and Net experience each and every time a contact is made. The Promoter Score? Is there a way to bend the rules and financial organization is trying to balance the costs. The improve customer experience without sacrificing any Contact Center operator is caught in the middle. It’s an of your hard-won efficiency gains? Explore previously old story that never really goes away. Jonathan Means, unexploited “pockets” of productivity that provide SVP and Global Practice Leader for KellyConnect will show opportunities for improvement against these new goals. how these two competing priorities can be brought closer Attendees will learn: together once an organization has solved for the challenges of executing a home based model. Addressing the •  hich rules you can bend, break or ignore W manageable challenges of sourcing/recruiting, onboarding, • nsights from recent research on idle time and other I virtual training, logistics for equipment and finally all of the call center operations benchmarks day to day operating/management practices necessary • How to get more done with the same resources are the key to balancing these demands. Matt co-founded his company in 1995 with Jonathan provides global leadership for a vision of helping clients improve customer KellyConnect, an innovative, comprehensive service by improving the performance of approach to contact center workforce their agents. Matt is the author of the book solutions. Since joining Kelly in 1996, he Customer Service at a Crossroads and has held a variety of positions within holds eleven software patents. the organization. r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 23. Wednesday, October 5, 2011 3:15pm – 4:15pm Session Block 8 23Session #801 Session #802Driving Support Leadership through Rules of Employee EngagementActionable Business Intelligence Conference Track: Agent Hiring Development & RetentionConference Track: Strategic Planning Connie Smith, President, SpotOn EnterprisesBarry McPherson, Executive VP, WW Support & Customer While many organizations believe that employeeService, McAfee Inc. engagement is not a tangible metric worth measuring,The customer support organization is most frequently viewed others have come to believe it is a business imperativeas the place to go when things go wrong – the “break-fix, and their success or failure is partly dependent upon it.solve my problem, make it work” department. The goal is to Reports now show that there is an undeniable link betweenprovide the best customer service possible at the lowest cost, employee engagement and business performance.and metrics focus on reactive indicators of success – Average Employee engagement is the difference between goodSpeed to Answer, First Call Resolution, and Average Hold and great customer service; it’s the difference betweenTime. Can the organization stake out a stronger leadership meeting goals and exceeding them; it’s the differenceposition and actually drive business results while delivering between tolerating problems and solving them; it’s thefast, high-quality service? Yes – support organizations have difference between average and high performance.customer interaction and relationship data that is valuable Come to this session and hear how world-class companiesand in demand. Learn how delivering actionable business have catapulted their performance by applying the rulesintelligence led to greater corporate alignment, enhanced of employee engagement.customer experience, and increased revenue opportunities. Connie has been involved with customer Barry is responsible for evolving and expanding service and sales operations in various roles both Corporate and Consumer support for more than 20 years helping world-class programs. Under his leadership, McAfee contact centers such as Southwest Airlines, Support has won multiple industry awards Mattel, Staples, Microsoft, Starbucks, Cabelas, for organizational and website excellence. Nordstrom, Oakley, Alaska Airlines, and SAFECO.Session #803 Session #804Investing in Customer Retention Processes Your Employee from Home — Managingand Best Practices Security for a Virtual Call CenterConference Track: Quality & Customer Experience Management Conference Track: Virtual WorkforceSherry Evans, Managing Director, Customer Service 101 Hoyt Ketterson, Legal Consultant, Terra VerdeThe purpose of this session is to provide successful customer There are many advantages to having your call center staffretention strategies and best practices. Learn how to develop operate from their homes—you can reduce facility anda customer retention program that fits your organization’s utility costs; employees are more willing to work part-timeneeds and also shows your customers that you value their or split-shift allowing a best fit of resources to demand;business. A few of the strategies you will learn include: and having employees based in low cost-of-living areas •  efine and implement the service metrics to accurately D can reduce salary costs. However, you have to ensure measure the most important customer touch points. that the equipment used by that remote employee, the environment in which it is used, and the tasks performed •  earn how investing in loyalty management, customer L on it are compliant with the policies and standards of satisfaction and retention impact the bottom line. your company, your clients, and your industry. This talk •  efine fail safe options to keep the process moving, D will examine the vulnerabilities of a virtual call center, the leading the customer to a positive experience. resulting risks, and the steps that can be taken to eliminate •  nderstand how customer touch points set the tone of U or reduce them. the experience and how service skills are an integral Hoyt has provided services to clients around part of the process. the world including large government agencies •  arketing the service experience to obtain buy-in. M and Fortune 500 companies as well as small single-practitioner offices including assessing, Sherry is a certified call center expert who designing and implementing technology is also an accomplished project leader for solutions that are both secure and value-driven. the design, development and implementation of service/support departments within Fortune 500 clients.The Leading Conference for Managing the Customer Experience
  • 24. 24 Session Block 9 Thursday, October 6, 2011 10:00am – 11:00am Session #901 Session #902 The Contact Center Technical Divide Trust Me: Coaching is a Relationship, Conference Track: Strategic Planning Not an Event! Barry Collin, CEO, Collin Group, Inc. Conference Track: Agent Hiring Development & Retention Virtually all companies’ products and services are becoming Steve Hinsley, VP Training and Development, increasingly technical and technology-based. The result is Thomas L. Cardella & Associates plummeting understanding between contact centers and This session is essential for any call center leader wanting to customers. That growing disconnect hammers contact transcend gimmicks and leverage a shared vision powerful center effectiveness, costs and ability to cross-sell. For enough to fuel an unrelenting motivation of our most valuable contact center management, it’s not just customers – it’s resource. Every person has a “best possible experience.” connecting with other key departments. This session provides Learn how vision, anchored in trust, is the key to success for easy-to-implement systems and approaches for everyone your people and organization. Be challenged to embrace from the frontline agent and supervisor to the CXO. Learn to the indispensable relationship between leader and follower connect with customers and other departments on the most with this all-too-important truth: Coaching is a relationship, technical of issues – regardless of an individual’s technical not an event! Attendees will leave this session with a relevant background. Based on research and implementation for and actionable understanding that will transform the leader/ organizations from small businesses to Fortune 500 to NASA, follower relationship at any level and across a broad range of attendees will receive specific techniques for real time and industry focus, including the necessary coaching techniques strategic technical communications. to build trust and develop lasting relationships. Barry’s flagship unit Moddition is the leader Steve’s duties require him to establish in product and service “modding” for recognition programs, leadership companies globally. He is also the Director development plans, and conduct all of Analysis for the Markets Institute, the only management training in addition to research organization dedicated to global creating comprehensive hiring guidelines market complexity. and extensive new hire curriculum. Session #903 Session #904 Workforce Forecasting Is a Lot Like Weather Innovative Social Media Strategies for Forecasting – It’s Hard to Get it Right – But Improving the Customer Experience There Are New Ways to Adapt Conference Track: Social Media in the Contact Center Conference Track: Workforce Management Lauren Ziskie, President of Social Media & Integrated Larry Schwartz, CEO, WorkFlex Solutions LLC Marketing, Social Lift Inc. Workforce Administrators depend on accurate forecasts For decades, consumers have turned to 1–800 numbers when to minimize intraday adjustment activity. However they experienced product or services issues. Companies forecasting for contact centers is a lot like forecasting the favored these channels as issues and complaints were weather (you rarely get it exactly right). Auto-Optimization addressed one-on-one and isolated from the general of intraday processes can dramatically improve the population. Brands were in command. Now, an increasing effectiveness of your current Workforce Management number of consumers are bypassing call centers and turning (WFM) and Performance Management (PM) systems. to the internet and social media communities to air their Attendees will learn how intraday process automation grievances. What was once a controlled, private dialogue can be leveraged to optimize performance, lower costs is now an uncontrolled, public conversation that lives online and improve agent satisfaction. A must-attend session for forever. Companies that ignore these conversations are Service Providers and Business Process Outsourcers who essentially ignoring their customers and exposing their brands manage contact center operations. to lasting public damage. The contact center industry has officially entered the next evolution of customer engagement. Larry brings 25 Years of executive management This session will review some innovative strategies and ideas experience in large-scale operational your companies can use to innovate the customer experience streamlining, enterprise-grade software and and engage with the technology enabled consumer. consumer products development, strategic planning, business transformation, and outsourced Lauren was an early adaptor to social services including billing and contact centers. media and she has utilized her knowledge by implementing various forms of web 2.0 and e-marketing strategies to help re-engineer business models and enhance the customer experience. r e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 25. Thursday, October 6, 2011 11:15am – 12:15pm Session Block 10 25Session #1001 Session #1002Understanding and Developing Your Effective Coaching by Understanding AgentOwn Work @ Home Program Performance MetricsConference Track: Virtual Workforce Conference Track: Performance ManagementSteve Greenberg, President, Thin Client Computing LLC Rhonda Breith, Managing Director, Client Delivery,Applying the virtual workspace to Work@Home programs Ponvia Technology, Inc.is essential to your success in the new marketplace and Michelle Babb, Managing Director, Ponvia Technology, Inc.with the evolving workforce. Mr Greenberg has designed This session will teach managers how to determine appropriateand implemented a number of successful Work at Home call center metrics, utilize the data and results, and effectivelysystems including “CoxConnect” for Cox Communications. coach associates in order to improve their performance.This session will detail and address the real world benefits of It will focus on the metrics that are used to evaluate anbuilding out your own Virtual Workforce. Topics will include agent’s performance, ensuring that all facets of the customersecurity, collaboration, culture and personnel issues, experience and financial obligations to the company aremanagement challenges and technology solutions. captured. Once metrics are appropriately defined, analyze and trend the data results. Utilize the results to effectively Steve is a leading provider of consulting coach the associate, focusing on behavior not numbers. services for Work@Home solutions. A pioneer This session includes role playing to highlight effective and and innovator in the field, he has been active ineffective methods of coaching. Measure the effectiveness in remote computing and virtualization since of the coaching, ultimately resulting in improved performance. 1992. His clients include American Express, Cox Communications, Mayo Clinic, and ASU. Rhonda has 20+ years of hands on contact center and customer management experience. Michelle has over 14 years of experience in the contact center and telecommunications space.Session #1003 Session #1004When Crises Go Global: Technical Support Usability and Human Factors in your IVR =and Critical Incident Management Big Savings and a Competitive EdgeConference Track: Quality & Customer Experience Management Conference Track: Contact Center TechnologyBarry McPherson, Executive VP, WW Support & Customer Mark Camack, Principal, Co-founder, IVR DoctorsService, McAfee Inc. Often the least considered element of a caller’s interactionMany companies today have response plans to deal with with a company is, ironically, the customer! With ancritical incidents affecting their own operations such as natural understandable focus on technology, staffing, efficiencydisasters, fires, power outages, or terrorist attacks. But what and internal operational metrics, the automated phonehappens when a crisis affects a company’s customers – system’s user friendliness is often overlooked. This can causeperhaps hundreds or thousands around the world? Whether any interactive voice response (IVR) system to under perform,it’s a power outage that takes out the networks, a technology causing dissatisfied customers and a resulting hit to financialflaw that shuts down key software, or a cyberattack that results. And with speech recognition now maturing, and withaffects thousands of endpoint systems, is the customer support ongoing “end of life” IVR concerns, there is an increasingorganization able to scale and respond to a technology crisis focus on speech, which continues to have hiccups andof global impact? Over the last three years, McAfee Technical foibles that are sometimes not very caller friendly!Support has re-engineered its critical incident response process Humorous, and sometimes not so funny, examples ofand successfully managed customer-impacting incidents and IVR menus and their effect on callers will be illustrated.software and OS security vulnerabilities. This session will discuss In this session, video examples of Usability Testing willchallenges faced and the approach McAfee uses to create illustrate the key do’s and don’ts of best-in-class IVRa successful, collaborative, and ever-improving global critical menu and call flow design.incident response process. Mark has served in senior management Barry is responsible for evolving and expanding positions in marketing and management both Corporate and Consumer support consulting. Mark has written and co-authored programs. Under his leadership, McAfee articles, including the Ergonomics in Design Support has won multiple industry awards for award winning, Your Call is Important… organizational and website excellence. Please Hold.The Leading Conference for Managing the Customer Experience
  • 26. Platinum Sponsor SponsorsSponsor ActivitiesHappy Hour Welcome Reception Tools & Trends ShowcasesTuesday, October 4 from 5:00pm – 6:30pm Join industry leaders to get a fast paced content richThe welcome reception is the ultimate place to network presentation on the latest technology and service trends.with not only your colleagues but also industry vendors. The speakers in this group will be representing thousands ofIf you have questions or challenges, vendors will be on customer testimonials and best practices on some of thehand to provide advice and knowledge regarding how latest tools to hit the market. Learn what’s new and excitingbest to address your challenges. View the latest trends in the world of technology – don’t miss this opportunity.and technology in the contact center industry and join • T&T1: Post-Contact Survey Best Practices: The Keysyour colleagues for a few drinks on us! To Turning Feedback Into Operational ImprovementSponsor Round Table Discussions • T&T2: The New Paradigm – The Maturity of HostingThursday, October 6 from 7:45am – 8:30am • T&T3: Hiring for the Contact Center: ImproveIf you are looking for the latest tools, technologies, Your Odds of Hiring People That Will Performservices and best practices the Sponsor Round Table • T&T4: Wireless in the Contact CenterDiscussions are for you. Meet with contact center vendorsin a relaxed setting and have the opportunity to address • T&T5: Analytics-Driven Quality Monitoring andyour business challenges. Coaching: The Next Generation in Contact Center Quality ManagementExpo Prize Giveaway • T&T6: Outsourcing – Mission ImpossibleWednesday, October 5 at 4:30pm • T&T7: Achieving Quality and Efficiency with theEnter to win fabulous prizes by visiting vendors sponsors Work from Home Modelat the welcome reception and collecting tickets. The moresponsors you visit, the better off your odds for winning these • T&T8: Finding the Space Between a Rock and ahigh stake prizes. Hard Place: Deliver on Customer Experience Partners: inContact; KellyOCG; Plantronics; Cox Business; Knowlagent; SocialLift; FurstPerson; Mindshare Technologies; VPI Media Sponsorr e g i s te r www . contactcenter2011. com or cal l 877 . 5 3 5 . 0 7 0 7
  • 27. Registration Packages 27Main Conference Package MAIN PACKAGE PLUS 1-DAY MAIN PACKAGEDates: Tuesday, October 4 – Thursday, October 6 $1,695 $1,295Price: $1,295.00 before 8/26 OR $1,695.00 after 8/26 ends 8/26 ends 8/26 $2,095 $1,695Includes: CONFERENCE PACKAGES after 8/26 after 8/26•  exceptional keynotes and general sessions 4 AND PRICING Register Register•  8 conference breakout sessions in nine 4 Pre-Conference Workshops comprehensive tracks and Site Tours•  apid Fire Challenge General Session R Keynote Presentations•  ontact Center Conference Game Show C Breakout Sessions•  ustomer Service Week Program C Lightning Talks, Rapid Fire Session (for your team back at the office) and Common Ground Rounds•  ommon Ground Rounds C Breakfast and Lunches•  ponsor Topic Roundtable Discussions S Happy Hour Welcome Reception•  ightning Talk Sessions L Networking Activities•  appy Hour Welcome Reception H Sponsor Activities•  hree breakfasts, two lunches and beverage breaks T•  articipation in Expo Prize Giveaway – an exciting P prize giveaway of high tech gifts donated by Conference Discounts leading industry vendors Early Bird Discount: Register by August 26 to receive $400.00 off any full conference package CCNG Members: Members receive a $100.00Main Conference Package PLUS 1-Day discount off any full conference package.Dates: Monday, October 3 – Thursday, October 6 Team Discounts:Price: $1,695.00 before 8/26 OR $2,095.00 after 8/26 3–5 attendees: 25% discountIncludes: 6–9 attendees: 30% discountThe Main Conference Package PLUS an extra 1–day 10+ attendees: 40% discountselection from multiple session and site tour offerings: Team discounts are not combinable with otherSite Tours: discounts/offers. Teams must be from the same• U-Haul Site Tour company and must be submitted into the online• Cox Communication Site Tour registration system at the same time. Group discounts• International Cruise & Excursions Site Tour will be applied after the conference registrations• Progressive Insurance Site Tour have been submitted and a revised invoice will bePre-Conference Workshops: sent within 24 hours of registration. If you have any• The “FireStarter” Program questions, please call 719.476.0771.•  Case Study: Driving the Customer Experience A through Enhanced Coaching• The Right Metrics at the Right Time•  ive Top Writing Techniques to Effectively F Cancellation and Payment Policies: Communicate Through Chat Cancellation Policy: All cancellations must be made in writing.•  avigating the Options of Cloud Communications N You may cancel without penalty until September 2, 2011 after which a $150 cancellation fee will be charged. No-shows and for your Contact Center cancellations after September 16, 2011 will be charged the full•  nderstanding Failure in the Contact Center & U conference rate. Cancellation policies apply to both conference How to Prevent It and pre-conference workshop registrations.•  ow Employee Appreciation Leads to Award H Payment Information: To expedite your registration, please Winning Service have your Visa, MasterCard or American Express card available• Contact Center Outsourcing 2012 when registering. You may also choose to be invoiced for•  -Mail Communication: How Do 7 Brand Name E the conference fee. Invoices are payable upon receipt and prepayment (or a federal government purchase order) is required Retailers Stack Up?, prior to attendance. Please make checks payable to Contact•  ork At Home Best Practices: The Cox Work at W Center Association. We’ve made it easy to gain approval for Home Model conference attendance. Use the Letter of Approval form on•  anaging Metrics Effectively: Be Careful What M the website to formally request approval from management. You Ask For• Social Media: Next Generation Customer Service
  • 28. 724 S. Tejon Street, Suite C | Colorado Springs, CO 80903Visit the conferencewebsite by scanning this QR code. hotel information Sheraton Phoenix Downtown Hotel 340 North 3rd Street, Phoenix, AZ 602.262.2500 All conference activities will take place at the Sheraton Phoenix Downtown Hotel in Phoenix, AZ, October 3 – 6, 2011. A special discounted rate of $159 has been reserved for conference participants. To reserve your room, please call 602.262.2500 and reference the Contact Center rate (Group Code: RCI27A) or visit www.contactcenter2011.com/hotel to reserve online. Hotel rooms are expected to sell out – please reserve as soon as possible. The conference rate will be available until August 31, 2011 OR until rooms sell out. Don’t miss your opportunity to stay at the conference hotel.