ATA 2011 National Convention Brochure

J W M a r r i ot t D e s e rt r i D g e Phoenix, AZ • March 13-16, 2011 ata2011convention.org

JW Marriott Desert Ridge Resort & Spa provides luxury, unparalleled service, endless recreation and exquisite dining. This desert mountain luxury hotel near Phoenix has Arizona’s largest ballroom, a pampering spa, outstanding restaurants and championship golf. Upon arrival, you’re greeted with an expansive grand lobby, splashing fountains, stunning floor-to-ceiling windows, sparkling waterways and majestic palm- 5350 East Marriott Drive lined pathways. Resort suites Phoenix, Arizona 85054 and hotel rooms include views, Phone 480. 293. 5000 Toll-Free: 1. 800. 835. 6206 signature bedding and balcony $259/per night plus tax or patio. Come experience Arizona Room block expires Feb. 17 resort grandeur in the mountains of Phoenix. JW MARRIOTT DESERT RIDGE RESORT & SPA A New Date. An Exciting Line-up. And lots of warm sunshine when you need it most! We’re very excited about our ATA Convention & Expo this year. We’ve moved our convention from the fall to the spring and have chosen the beautiful JW Marriott Desert Ridge in Phoenix, AZ as our destination. We’ve designed a practical “How-to” convention with quantifiable, step-by-step solutions for today and strategies to keep your team ahead of the game in the future. We’ve recruited dynamic keynote speakers and presenters with relevant, timely topics that will help take your company to the next level and make your contact center the very best it can be. Our nearly 30 years of dedication to customer interfacing evolution is a source of pride for us. Look around at an ATA event and see firsthand the history and wisdom of our industry. Though we represent the tradition of call center excellence, it is an ever-changing marketplace. The ATA delivers managerial insight into emerging technologies and new avenues of customer commerce representing integrated channels of contact in the 21st century. Our convention promotes applied ideas of consumer management. How they have succeeded. How they have impacted the bottom line. How they have avoided risk to both company safety and banked revenue. We encourage learning through a team approach and offer practical, proven solutions for everyone— executives and top-level stakeholders, campaign managers, human resources executives, compliance officers, and marketing operations managers. How can you catapult your company from good to great and from great to excellent? By going above and beyond the call, and this convention and expo will show you how.

Exhibiting and Sponsoring Attendee Breakdown Why is exhibiting and sponsoring a good idea? Exhibiting and sponsoring give your company a chance to stand out. 76% Executive attendees Contact center professionals from around the world come to see what’s new and to find out what others are doing. Attendees spend time in the exhibit hall because it is the best place to find out about all of the latest and greatest 64% solutions. Secure your spot today! Director and above What’s in it for you? VISIBILITY 43% SVP and higher Instant brand exposure to thousands with your company name and logo featured online, in the printed conference brochure and in promotional materials. COST-EFFECTIVE BOOTH SPACE 91% Involved in buying Minimal investment for maximum exposure with prime 10 x 10 exhibit space. process COMPLIMENTARY REGISTRATIONS Two complimentary registrations per exhibitor and discounted rates for additional attendees. 83% Decision makers What else is in it for you? OPPORTUNITY EXCHANGE 73% Opportunity Exchange is a first-come, first-served opportunity for sponsors and High-level and final exhibitors to meet one-on-one Tuesday, March 12, with high-caliber buyers. If decision makers you need a BIG prospect, we’ve got them. From tech, BPO to furniture, these buyers are prepared to define their prospective needs for 2011 and give you an 1/3 opportunity to GET BUSINESS! Can buy on the spot ATA MEMBER PRICING $4,000 EXHIBITOR BOOTH Includes two full registrations and a full pre- and post-registration list. 98% of attendees spent time in For more information about exhibiting and sponsorship the exhibit hall opportunities, please contact rafael Manzon, Director of Business affairs, at 317.816.9336 or rafael@ataconnect.org. 95% Book your exhibitor booth online: www.ata2011convention.org of last year’s participants requested to be included in the opportunity exchange New this year! our 2011 Convention & expo activities Downstairs Lobby again this year will be in the center of the grand Canyon exhibit Hall. Reg. Desk Look for even more convention and expo “action” in the Grand Canyon Exhibit Hall (sections 1 2 3 4 5 7-8 below). This year, find the Event Registration & Information, Expo Hall Exhibitors, meals, refreshments and the entrance to the General Session Hall, Breakout Rooms and Platinum Lounge all in one area! General Session 13 12 11 10 1 GRAND CANYON GRAND CANYON Exhibit Area & Meals 2 7 Breakout Meetings 3 8 7 Banquet Meal Functions 8 4 Platinum Lounge 9 5 13 12 11 10 9 Downstairs Lobby Desk Reg. Platinum Loun Banquet Meal Breakout Mee Exhibit Area & General Sessio

Convention Agenda SUNDAY 8a - 12:00p 2011 ATA Golf Open 9a - 12:00p 5th Annual Tennis Tournament 6:00 - 7:30p Opening Reception 7:30 - 8:00p Exhibitor/Sponsor Appreciation Reception MONDAY 8 - 8:50a Breakfast 9 - 9:20a Welcome 9:20 - 10:10a General Session 10:10 - 10:30a Break 10:30 - 11:20a group a sessions • Flexible Workforce – The Advantage of At-home Agents • The Secret Sauce – Sales Metrics That Really Matter • A Look at Best-in-Class Performance for Implementing Chat Services • Uncover Savings in a Multi-Channel Customer Access Strategy 11:40a - 12:30p Speed Networking 12:30 - 1:30p Lunch 1:30 - 2:20p group B sessions • The Social Experience: Revolutionizing the Contact Center to Engage, Influence, and Monetize Every Customer Interaction • Boot Camp for Efficiently Getting Through the SRO Certification Process • Beyond the Tradition “Lines” of Customer Reach • Eliminating the “Mind Darts” and Their Effect on Your Contact Center 2:30 - 3:20p Expo Hall Open 3:30 - 4:20p group C sessions • Global Compliance Challenges: An Ever-Increasing Opt-In World • Develop a “Customer-for-Life” Program • Data Optimization for Dummies: A Case Study and “How To” Guide to Improve Telemarketing Results • Using Lean Six Sigma Secrets to Optimize Contact Center Performance and Compliance 4:30 - 5:30p Expo Hall Reception 5:30 - 6:30p New Member Reception 9:30 - until PAC Event TUESDAY 8 - 8:50a Breakfast 9 - 9:50a Keynote Presentation 9:50 - 10:10a Break 10:10 - 11:00a group D sessions • The Social Media Customer Care Maturity Model: How Do You Stack Up? • Listen Carefully…and Improve Inbound Sales Performance • Analytics-based Routing Optimization • We Have 6 Months to Get Ourselves PCI Compliant! How? 11:00 - 12:00a Expo Hall Open 12:00 - 12:45p Lunch (In the Expo Hall) 12:45 - 1:45p Speaker Roundtables/Speed Networking/Opportunity Exchange 2 - 2:50p Special Presentation 2:50 - 3:40p Expo Hall Open 3:40 - 4:30p group e sessions • Purchasing Power Panel • Planning for Your Global Workforce: A Comparison of English Skills Across Key Countries • From Good to Great in 7 Steps • Benchmarking to Best in Class: North Stars to Guide Your Center 6:30 - 8:30p Awards Gala WEDNESDAY 9a - 1:00p Call Centers CARE Philanthropic Event

2011 ATA GOLF OPEN SUNday, March 13 Play it for yourself and see what everyone is talking about! Wildfire golf Club Wildfire Golf Club is situated in the rugged Sonoran Desert of Voted one of the top 75 Northeast Phoenix and features two picturesque 18-hole courses resorts in North America by designed by two of golf’s greatest legends—Arnold Palmer and Condé Nast readers Nick Faldo. Voted Best Courses You The Palmer signature Course at Wildfire golf Club offers scenic Can Play by Golfweek and expansive fairways allowing the ball to remain in play even on Magazine an errant shot. The Palmer Signature Course plays up to 7,145 yards, providing a very scenic desert experience. The flashed bunkering on Palmer is superb, and the putting greens carry plenty of undulation, Voted america’s top golf like many Arnold Palmer designs. The expansive square footage of the Courses by Zagat greens (average size is 7,000 square feet) allow the undulations to create subtle challenges for the short game. Voted World’s Best golf resorts for Family trips The Faldo Championship Course features generous fairways, large and Best resort Course in bent grass greens and tee boxes. Surrounding both courses are the the southwest by Travel & majestic McDowell Mountains and century-old saguaro cacti, providing Leisure Golf Magazine a spectacular setting for golfers. itinerary: 7:20a: Breakfast & Registration 8:00a: Shotgun Start Cost: $179 ATA members, $199 Non-member, $675 Foursome

ATA CONFERENCE KEYNOTE ADDRESS Tuesday, 9:00 - 9:50a Optimizing Customer Engagement in a Time of Dynamic Change Gary S. Laben, Chief Executive Officer KBM Group The world of direct marketing is significantly broader, more complex and more dynamic than it was just a few years ago. Consumer comfort levels with social media, mobile applications, and the Internet have risen dramatically, and use of them has accelerated. Technology has caused a tipping point, changing where, when, and how we engage with customers and prospects. Advertisers and marketers are no longer leading consumers and engaging them in a simple transaction. Today’s consumer is a full participant in the marketing conversation and is frequently an initiator of the dialog—a series of transactions. What’s more, the model of a linear trigger- response-follow-up in a single media channel has given way to a complex interactive engagement model using all channels, often simultaneously and in real time. Data is the lifeline connecting the various parts of the new interactive engagement model, and its flow affects each element of the marketing process, including the contact center. Managing and optimizing consumer data for better understanding of and outreach to the customer is critical. Such massive change requires the teleservices role to adapt in order to ensure its effectiveness and profitability, and requires new skills and a new understanding of what customer engagement means. Gary S. Laben is Chief Executive Officer of KBM Group. As CEO, Laben led the company through the successful integration of multiple acquisitions as well as directed its recent global expansion. Laben has long been involved in the growth of successful direct marketing companies. He is widely recognized not only for his extensive information management and marketing experience but also for his expertise in building unified management teams following acquisitions and mergers. Today, his vision of enabling clients to turn customer data into a strategic asset is becoming reality on a global scale as he continues to expand the company’s footprint and services through organic growth and acquisition. Laben is a 20-year veteran of the information marketing industry. Prior to joining KnowledgeBase Marketing in 2000, he served as Vice President of Marketing and Business Development at Experian. During his tenure at Experian, Laben was actively involved in growing the company through acquisitions and marketing endeavors that transformed the company into one of the largest U.S. marketing services providers.

General Session, 9:20 - 10:10a The Future of the ATA Tim Searcy, CEO ATA What’s on tap for this year and what is in store for the future of the ATA? While the association industry as a whole has been in the doldrums, ATA has continued to survive and thrive. Tim shares membership updates and plans on new initiatives related to accreditation and designation, multi-channel communication and new member outreach. Of course, issues of perennial interest like membership growth, member benefits and the traction of the ATA’s self-regulatory organization are included in this “state-of-the-state” address. And what will the future bring? Tim shares our future direction as he lays out the plans for the next three years in the face of ongoing legislation, regulatory scrutiny and operational needs of the association. Expect candor, new information and humor as our CEO describes the course set out by the Board and executed by management. GroUp a SeSSioNS 10:30 - 11:20a Flexible Workforce – The Advantage of The Secret Sauce – Sales Metrics At-home Agents That Really Matter David Parkhurst, Vice President Mary Murcott, CEO Telecommunications, Media and Entertainment NOVO 1 Alpine Access, Inc. Chris Brown, Sr. Vice President Bill MacBride, Vice President, Customer Care Frontline Performance Group NutriSystem Facilitated by: The work-at-home model has proven benefits: Angela Morris, President broader access to talent, greater success against Quality Contact Solutions, Inc. metrics, and improved financial results. As Want to achieve substantial growth in revenue and organizations continue to look for opportunities profit while improving service? Successful sales to drive further efficiency while meeting customer teams require superb planning and consistent expectations, call center leaders are investigating performance tracking to achieve optimal results the flexibility and disaster recovery capabilities that and identify missed opportunities. Without the a work-at-home agent model offers. right sales metrics in place, companies can’t In this session, learn how weight loss industry leader access real-time feedback to sustain performance NutriSystem partners with work-at-home industry improvements. Identifying and utilizing the right leader Alpine Access to deliver intraday and seasonal sales measurements not only drive business results, flexibility, as well as real-time disaster recovery. but foster a rewarding culture that boosts service to NutriSystem’s Contact Center Vice President Bill new heights. MacBride explains the company’s unique contact Join Mary Murcott and Chris Brown as they explore volume flows, and how partnership with a work- real-life case studies of contact centers that have at-home model provider has captured additional implemented the right sales metrics and sales sales volumes while maintaining staffing efficiency goals. Learn how the proper use of key metrics and and effectiveness. incentives can result in significant new revenue A Look at Best-in-Class Performance for streams, improved customer satisfaction and enhanced customer loyalty. Implementing Chat Services Jim Iyoob, VP Global Development Uncover Savings in a Multi-Channel Etech, Inc. Customer Access Strategy This session provides an overview of the best Macklin Martin, Executive Director demonstrated practices for Chat. It includes a ICMI Consulting general overview of the online shopping cart Today’s customers demand multi-channel access abandoner and why customers are chatting on to an organization, yet the “big boy” telecom your website. Based on an actual case study, the solutions providers lag behind by not offering a presenter demonstrates how the partnership with comprehensive integrated experience management Etech helped enhance customer satisfaction for solution. If a company has an “enterprise-scale” a major Fortune 500 company and ultimately telecommunications solution driving contact increased sales. center experiences, chances are it is missing critical opportunities to improve those experiences and nurture more passionate, brand-loyal customers. Stop losing the battle for funding a multi- channel implementation by uncovering hidden costs of legacy, premise-based, “best-in-breed” telecommunications solutions.

GroUp B SeSSioNS 1:30 - 2:20p The Social Experience: Revolutionizing Boot Camp for Efficiently Getting the Contact Center to Engage, Influence, Through the SRO Certification Process and Monetize Every Customer Interaction Andrea Henson, Director of Compliance and Patrick M. Scheen, EVP, Engagement Management Production ACCENT Marketing Services Marketlink, Inc. Today’s consumers have more power than ever Angela Morris, President to positively or negatively influence a company’s Quality Contact Solutions, Inc. brand—and that power grows every day. It’s no Gain a complete understanding of steps included longer a one-way push of information. Now, brands in the certification process and how to estimate must learn to engage in a two-way dialogue with timeframes for each. Steps covered include: hiring consumers whenever and wherever conversations an auditor; completing the on-line assessment tool; occur. That’s where the contact center comes in. In the auditor review of the tool; the auditor site visit; this presentation, attendees learn how to turn their the auditor recommendation; the Trustee Board customer service channels into powerful brand- and review; and the ATA Board of Directors’ review. relationship-building tools, including: Attendees receive a comprehensive checklist of • What engagement is and why it matters items needed before starting the certification process. Session presenters provide ready-to-use • The five components of an effective customer working documents to use as templates, including engagement a checklist of internal policies/procedures (DNC • Tips for expanding engagement channels across policy, abandonment rate setting and confirmation, the contact center, online and social media dialer settings, wireless calling, caller ID). Session presenters also provide a working template for state • How to create a social media participation model regulatory items, such as registrations, permissible and the pitfalls to avoid calling times, consent to continue, no rebuttal, disclosures, state DNC lists, and exemptions. Contemporary Contact: Beyond the Traditional “Lines” of Customer Reach Eliminating the “Mind Darts” and Their Michele Shuster, Partner Effect on Your Contact Center Mac Murray, Petersen & Shuster Sally Cordova, Partner Former staff attorney with the State of Ohio McKee Consulting LLC Attorney General’s office New communication trends and messaging vehicles Know what a “Mind Dart” is? It’s when a person such as text, chat, SMS and general wireless delivers a message, and the message gets lost communication surround us today. During this because something hurtful was said. It could be session, hear from practicing industry experts an unkind remark, sarcasm or just a question that and an ATA-SRO accredited company, VMBC, on indicates a judgment call. The purpose may not making the most of emerging marketing mediums have been to hurt anyone. It may have been meant while incorporating proper compliance protocols. to train, give feedback or coach. That’s a Mind Dart. Case studies of successful marketing campaigns It’s crucial in any business to have the ability to are shared, followed by a summary of the laws and communicate wants, needs, and goals to every regulations that apply to marketing via text, chat, employee. Sometimes when we try to do this, we SMS and wireless. deliver “sarcasm,” a “look that kills,” or a remark that “feels” like an accusation. Learn how to stop “Mind Darts” and avoid any possible negative effect in the contact center. ATA 5TH ANNUAL TENNIS TOURNAMENT SUNday, March 13 9:00a - 12:00p JW Marriott Desert Ridge Tennis Center ATA Members: $25 Non-members: $30

GroUp c SeSSioNS 3:30 - 4:20p Global Compliance Challenges: Data Optimization for Dummies: A Case An Ever-Increasing Opt-In World Study and “How To” Guide to Improve Ken Sponsler, CIPP, VP and General Manager Telemarketing Results CompliancePoint Gerard Daher, President, Co-Founder and Despite having access to plentiful sources of Board Chairman compliance information, U.S. marketers are Speedeon Data Corporation challenged to understand the myriad of rules. When a large retail bank was experiencing Global marketers may encounter tremendous unremarkable results with regard to new account obstacles to understanding the rules, and the prospecting campaigns, it turned to data penalties for non-compliance in many areas of the optimization processes to improve telemarketing world include extreme monetary punishments and results and return on investment. This presentation even jail time for principals. Finding information utilizes a case study and supporting data in order in English may be impossible. Many areas of the to demonstrate how data optimization services can world have adopted strict opt-in regimes, as well as increase the effectiveness and ROI of telemarketing data transfer restrictions. This session provides an campaigns. overview of global compliance laws for B2C and B2B telemarketing, Do Not Call, SMS and Fax issues. The presentation includes key insights and a Participants gain an understanding of the complexity step-by-step approach which attendees can apply of marketing in the global marketplace, as well to their own prospecting initiatives. Learn how glimpse what the future may hold for U.S. laws. prospect data is segmented into key optimization categories, how to use optimized prospect data to make the best business process decisions, what Develop a “Customer-for-Life” Program factors to consider when choosing an optimization David Arellano, Chief Operating Officer service, and how to maximize your ROI using Telvista, Inc. optimized data. Facilitated by: Kristyn Emenecker, VP Solutions Marketing Using Lean Six Sigma Secrets to Optimize Verint Customer satisfaction is important to everyone, but Contact Center Performance and companies thriving in today’s economy recognize Compliance that satisfaction is no longer enough. A satisfied Mohan Nair, Quality Improvement Consultant customer can buy from your company one day and VPI your competitor the next because something critical In this interactive session, attendees learn: is missing—Loyalty. • How proven Lean Six Sigma principles and proven Telvista COO David Arellano shares a systemic techniques can be used by contact centers to approach for managing customer relationships dramatically improve operational performance, to increase loyalty, positive word-of-mouth and ensure compliance and enhance the customer profitability. Raising the bar on the customer experience with little cost. experience creates a whole new customer environment, keeps current customers and gains • How to more rapidly identify broken business new ones. When companies meet or exceed processes and compliance issues, while focusing customers’ expectations, patrons feel a need to not high-impact quality monitoring and coaching only use those services, but also recommend the efforts on high-value interactions. company. This interactive session helps participants • How to eliminate the eight wastes that often use what they know about their customers to make cripple contact centers and ultimately affect the them customers for life. customer experience.

THE AFTER- GLOW PARTY MoNday, March 14 9:30p - until JW Marriott desert ridge Bar, Desserts and Fine song ~ a classy event not to be missed! event to benefit This After-Glow Party in Phoenix will be something special. Vocalist the ata-PaC Camilla Formica (and ata member) will take the stage to sing some The ATA-PAC is the bi-partisan smoky and sultry songs alongside the talented pianist and saxophonist, political action committee of the Martin Castoe. American Teleservices Association Camilla’s seductive voice, combined with her bewitching performance which exists to elect candidates to the United States Congress. style, is irresistibly enchanting. Her hard-swinging interpretations, mixed Participation in the ATA-PAC is with her pure sultry jazz sound, are reminiscent of the torch singers of the limited to restricted class association 40s and 50s. Her contagious spirit attracts both the avid jazz aficionado members and is voluntary. and the younger, hipper audiences that will help transport this classic style Contribution amounts are merely of jazz into the 21st century. SwingnSassy, Camilla’s debut release, is a recommendations and impermissible marvelous blend of classic songs that are performed with soul and passion. donations shall be immediately returned to the donor. ATA-PAC We’re expecting something a bit more too—a strong possibility that staff can answer any questions or additional ATA members will show up and share their talents during set clarifications regarding eligibility and/or participation. breaks to add a little variety to the evening’s atmosphere. Don’t miss this opportunity to support the ATA-PAC, a political action committee dedicated to industry advocacy, education, networking and working for you. This is a limited capacity ticketed event. A recommended $150 donation to the ATA-PAC is welcome, but not required to attend.

GroUp d SeSSioNS 10:10 - 11:00a The Social Media Customer Care Maturity Analytics-based Routing Optimization Model: How Do You Stack Up? Cameron Hurst, Vice President, Targeted Solutions John Hernandez, Vice President, Customer Assurant Solutions Collaboration Business Unit Assurant needed to decrease customer attrition Cisco Systems, Inc. and increase sales. The company reasoned that, if Social media such as Twitter, Facebook, and every caller was paired with a CSR with which the Foursquare are changing how individuals work, customer had excellent rapport, they would save socialize, and communicate. The social web is also more callers, increase sales, and improve customer changing the nature of customer service and the satisfaction. customer experience. Organizations seeking to Assurant’s decision-scientists and actuarials enhance their relationships with customers, as well discovered that for each customer calling, there is a as attract new customers, need to understand the unique agent optimally suited—an agent that has role that social media can play within a customer the highest probability of a successful outcome. collaboration strategy. Based on these findings, they invented RAMP, a call In this session, attendees study the five stages of routing solution designed to hold a caller in queue the Social Media Customer Care Maturity Model and until the optimally matched CSR comes available learn from examples of organizations and leading or a time limit is reached. Attendees to this session practices within each stage. Participants see how learn the value of analytics not only with customer they can progress from basic listening on social data, but agent data/behaviors that create optimal media to proactive engagement and learn the dos call outcomes through a unique match. and don’ts for each stage along the way. We Have 6 Months to Get Ourselves PCI Listen Carefully…and Improve Inbound Compliant! How? Sales Performance Edward Vasko, Managing Director/Co-Founder Jane Bulman, Executive Director, National Terra Verde Services Telemarketing Services This session presents the audience with a number of Comcast key pieces of information related to PCI compliance. Chuck Haven, SVP, Global Delivery A comparison between PCI DSS 1.2 and 2.0 is Agilyst, Inc. examined, along with methods and approaches to When customers and prospects call into a maintain compliance. Sanitized case studies (no company, often they don’t actually buy anything. client names) outlining methods of achieving PCI Is that because they really are “just shopping,” compliance within a teleservices environment are or are inbound agents missing buying signs? presented, showing both positive and negative Comcast wanted to dissect sales calls and identify approaches to PCI compliance. opportunities within each call. By analyzing the sales process—from introduction and discovery through objection handling and closing—agents can be trained to be more successful in their jobs. And that leads to more satisfied customers. Comcast partnered with Agilyst, Inc. on a qualitative measurement initiative which analyzes elements of a sales call. This session, presented by Agilyst and Comcast, reveals how integration and analysis of specific sales call flows, quality monitoring practices, and corrective action strategies lead to increased sales performance.

HOT TOPIC ROUNDTABLES & SPEED NETWORKING Back by popular demand... Hot Topic Roundtables A hot topic roundtable is a session that gives you an opportunity Some of the topics this year include: to sit down and discuss the most pressing issues in the contact • Agent/Consumer Profile Matching center industry with other experts in the field. This is a unique • Emerging Markets and popular opportunity to gain new perspectives and network • International Management with professionals who have common interests. This year, • Data Mining and Resale – Is There a Future? roundtable discussions will be even more interesting because • PCI we’ve invited our speakers to host a roundtable as a follow-up for • Customer Engagement a more interactive learning experience. • Analytics Speed Networking • Social Media • Global Compliance Issues Last year, hundreds participated in the popular speed dating • Chat Best Practices for business leads sessions. Join in this fun and effective activity • SRO Accreditation Process to make sure you leave this year’s convention with lots of new • KPIs contacts and new business opportunities! This is not a time to • Vendor Management be shy—simply bring plenty of business cards and be prepared • Text and Wireless Compliance to share friendly conversation and expertise with other contact • Home Agents center professionals. • Benchmarking

GroUp e SeSSioNS 3:40-4:30p Purchasing Power Panel From Good to Great in 7 Steps Jane Bulman, Executive Director, National Tom Leidigh, CEO Telemarketing Services Infinity Contact, Inc./VirtualBD Group Comcast Study the 7-step approach used to evolve a Scott Keller, President traditional phone-based contact center into a TPG provider of multiple contact-relevant tools and Ms. Bulman and Mr. Keller lead a discussion with services. Similar to Jim Collins book “Good to panelists from other great companies like AMEX, Great,” this session highlights the steps taken to Bank of America, Aegon, and Home Service USA. enhance an organization to the great level: Meet a group with a collective buying power of a) Leveraging 20+ years of automotive experience more than $1B. The people who make the choices b) Developing a differentiated product that impact your business the most explain c) Expanding to any industry what teleservices buyers are looking for from d) Expanding to multiple contact platforms their vendors in this changing economy. Learn e) Utilizing analytics to achieve superior ROI what buyers want you to provide now that they f) Providing an exponential growth strategy may have not required before. This impressive team of panelists provides an honest look inside g) Evolving client relationships from transactional to their purchasing considerations. Find out how an integrated partner model decision making is changing in a complex world of Discussion includes practical recommendations on regulation, recession and reorganization. how to use secondary research and client insight to inform product development and implementation, create multiple industry partnerships, and fully Planning for Your Global Workforce: A leverage the strength of each partner. Comparison of English Skills Across Key Countries Mark Engelter, Head of Global Sales & Marketing Benchmarking to Best in Class: Pearson North Stars to Guide Your Center Recruiting for the right level of language skills Bruce Belfiore, CEO: Senior Research Executive, needed to work in global businesses can be Center for Customer Driven Quality challenging. Understanding what language skills BenchmarkPortal are available in key markets is necessary to inform Benchmarking is about recognizing opportunities offshoring or outsourcing decisions and shape local for improvement, as well as understanding best-in- hiring expectations and practices. class performance. Identifying metrics necessary for success and benchmarking them to drive Attendees discover HOW English levels differ across profitability and/or budget maximization is the regions and job type and WHY it is important for lynchpin for moving call centers forward. The HR to consider language proficiency differences session cites specific business cases supporting in positions that require minimum spoken English customer satisfaction, revenue generation and skills. Pearson shares results from a study that collections, and addresses innovative ways in analyzed the distribution of language levels across which leading-edge processes and technologies several key offshore markets. Study thresholds are leveraged to provide superior results. The local employers have set for spoken English, and integration of social media into contact center see examples of how global companies determine operations and the role of the contact acceptable language skills across regional sites. center within the organization in helping to set SM strategy is also discussed. Attendees take away specific ideas and solutions to implement at their centers to add to enterprise value, calculate ROI of new initiatives, and improve performance metric by metric, month by month.

ANNUAL AWARDS GALA TUeSday, March 15 6:30 - 8:30p Attend the ATA Awards Dinner and Gala event to pay tribute to award winners in the following categories: • Vendor Excellence Award • Best of Show • Chapter Awards • Pioneer Hall of Fame • International Teleservices Champion • Making A Difference Awards • Technovation Award • Foundation Award • Golf Tournament Awards

CALL CENTERS CARE PHILANTHROPIC EVENT WedNeSday, March 16 9:00a – 1:00p We’re working with an organization to coordinate a rewarding philanthropic event to assist a local community in Phoenix, Arizona. Join other call center professionals for a day of caring and camaraderie. We provide the food, transportation and Call Centers CARE t-shirts. You provide your time and hard work. In 2011, our Call Centers CARE activity will help participants give back and support others in need. Please check our website for more specific details, ata2011convention.org. We hope you will join us and show just how much you CARE . The 2011 ATA Convention & Expo is newer, bolder and offers valuable content. See below for registration fees and discount information. Registrant Early Bird Standard Special Offers: Type Discount Registration Fee Early Registration Discount: Before Feb. 6 Save $300 if paid registration is received ATA Member $1095 $1395 by February 6, 2011. ATA Platinum Member $895 $1195 Team or Group Discount: ATA Chapter Board $895 $1095 Register two or more before Member February 6 for early bird savings and an additional $200 off each registration. ARDA Member $1095 $1395 Register two or more paid registrants after Non-Member $1595 $1895 February 6 and save $200 off the standard registration fee for the second and each One-day Attendee $995 $995 additional registrant. Does not apply to Guest $295 $295 One-day or Guest Registrations. Contact the ATA to take advantage of this offer.

American Teleservices Association 3815 River Crossing Parkway, Suite 20 Indianapolis, Indiana 46240 Register before February 6 and save $300! www.ata2011convention.org 317.816.9336 Early Sponsors and Exhibitors Relevate (formerly Telematach) CCT Marketing, LLC

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