14th Annual Customer                                                                                                      ...
11:55 – 12:55 Lunch BreakDAY 1 – Wednesday, May 4th, 2011                                                                 ...
DAY 2 – Thursday, May 5th, 2011                                                      11:40 – 12:00 Social Media and ICSA –...
REGISTER TODAY!                                                                                       REGISTRATION COSTS (...
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Join Jordan Rodney on May 4th, 2011 in his exciting new session “Fundamentals of HR for People Managers” at ICSA’s 14th Annual Customer Service Conference!


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Join Jordan Rodney on May 4th, 2011 in his exciting new session “Fundamentals of HR for People Managers” at ICSA’s 14th Annual Customer Service Conference!

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Join Jordan Rodney on May 4th, 2011 in his exciting new session “Fundamentals of HR for People Managers” at ICSA’s 14th Annual Customer Service Conference!

  1. 1. 14th Annual Customer Service Conference May 4th & 5th, 2011 6880 Financial Drive - RBC Building Mississauga, ON L5N 7Y5 (Hwy 401 & Mississauga Rd) e ning, eveloping & iscussing Customer Service Tools and Best Practices. DAY ONE - 8:00am to 5:00pm Discover a new perspective and learn to stand out DAY TWO - 8:00am to 4:30pm with ideas and strategies that give your customer service programs 3-dimensional depth. Register for BOTH DAYS and SAVE ! Conference Session Highlights: Who Should Attend:  Creating Loyal Customers Directors, Managers, Supervisors, Co-ordinators  Demystifying Social CRM and Consultants in charge of:  Enhancing Your Productivity and Memory  Customer Service & Satisfaction  Customer Experience Journey De ned, Delivered and Dicussed  Client Relations & Services  Two Case Studies: TSSA and DHL Express  Human Resources  Art of Conversation  Call Centres & Help Desk  Analytics That Matter  “Cool Workplaces” - Are You One of Them?  Quality Assurance PLUS! - Interactive Q&A panel discussion with  Training & Development customer service experts Can’t Attend? Let ICSA Canada bring our wealth of experience and expertise to your company with our onsite seminars. Select from over 225 programs that can be customized to your unique requirements. Our programs cover all aspects of businessneeds. Our consultants and trainers are industry recognized individuals who provide programs that are designed to deliver results. Register Now! Visit www.icsa.on.ca or Call 905-477-5544
  2. 2. 11:55 – 12:55 Lunch BreakDAY 1 – Wednesday, May 4th, 2011 Vendor Displays & Networking8:00 – 8:30 REGISTRATION – CONTINENTAL BREAKFAST & NETWORKING 1:00 – 1:55 Fundamentals of HR for People Managers8:30 – 8:40 Welcome and Introduction by Don Scott8:40 – 8:45 Message from the President, Dolly Konzelmann JORDAN RODNEY is a lawyer, an Instructor at the Schulich School of Business, and a results-driven Human Resource DOLLY KONZELMANN is the President of the ICSA Canada professional with extensive experience in employee and –Toronto Chapter and President of Cutting Edjj Consulting – a labour relations, negotiation, facilitation and change rm that specializes in customized training, consulting, and management. Jordan obtained an LL.B from the University of targeted recruiting services. A recognized speaker, author and Western Ontario, and a Master’s of Industrial Relations from entrepreneur, Dolly also participates on the boards of several Queen’s University. advisory councils providing strategic direction and advice for the advancement of the customer service profession. Dolly Presentation: In todays complex and competitive work has been leading the ICSA-TC for over a decade and has environment, taking care of the people-side of the business helped increase the awareness of this tenured and becomes increasingly important to organizations. prestigious organization throughout North America. In turn, Managers and Leaders need to be equipped with the tools to minimize risk and deal with employee issues professionally and promptly. This session will provide participants with an overview of the fundamental human resources elements8:50 – 9:45 Building the Perfect Customer required to establish a productive and positive work environment. LIZ MCCALLUM is a Canadian based international trainer that has motivated and inspired around the world since 1:55 – 2:50 Customer Experience and Customer Satisfaction - 1989. Her open and down to earth approach, a quick wit and Planning the Journey and Executing the Plan her ability to bring about changes in behaviour have helped to make her an integral partner in the training plans all types COLIN TAYLOR has blazed a trail of innovation and success of companies and government departments. through the Customer Interaction industry. As President of Watts (a Toronto based outsource/BPO agency), from 1994 toPresentation: We have the power to create the customer we always wanted: 2003, he spearheaded an aggressive expansion strategy thatHappy, Satis ed, Polite and Patient! And no, we are not talking about medication increased company revenues by a staggering 800%! Sinceor surgeries. Learn the techniques that the Masters of Customer Service use while 2003 Colin has led The Taylor Reach Group, Inc. to success injuggling multiple tasks, challenging customers, unreasonable demands. This call/contact center consulting, organizational redesign andkeynote will cover the critical 2 KEY FACTORS to improving your Customer Service performance improvement.Results and how to make them work for you…immediately. Presentation: "Design the roadmap, deliver the customer experience and you will gain customer satisfaction and by extension customer loyalty", so goes the mantra. It all sounds so simple, how can it fail? But fail it does, frequently and9:45 – 10:40 Building B2B Social CRM Strategies painfully. Often the failure is due to a disconnect between marketing and the organizations primary customer communication channel: the contact center. In RICK MCCUTCHEON has been involved with the CRM this session you can learn from the mistakes others have made and gain an insight industry since 1990 as a Senior Executive, Software into how to e ectively plan the journey from concept through roadmap, Publisher, Educator and Consultant. He is a past Board experience and to satisfaction. You will also learn the ve things you need to do Member of the Canadian Professional Sales Association and successfully execute on the plan. Past Vice-Chairman of the Sales Institute, the governing committee for the Certi ed Sales Professional (CSP) designa- 2:50 – 3:05 Mid-Afternoon Break - Vendor Displays tion. Rick presently leads a Customer Relationship Manage- ment Consultancy based on the development of people skills and the use of CRM related technologies. 3:10 – 4:05 The Outsourcing DilemmaPresentation: CRM Strategies are changing quickly as technology moves to the LUISA ARMSTRONG is the Director of Customer Services forCloud and your customers are engaged socially online. This all changes their the Technical Standards and Safety Authority (TSSA). Luisa hasexpectations for interacting with you. They want to be engaged in meaningful more than 20 years experience in customer service, design-conversations and not simply sold to or managed. Social CRM strategies will help ing, implementing and assessing progressive customeryou facilitate these engagements through a strategy and applications approach service standards in both the public and private sectors. Luisathat combines the in uence of online customer communities and the reach of is responsible for the strategic direction of TSSAs Customersocial networks with traditional CRM. Contact Centre, Licensing, Registration and Certi cation, Examinations, Facilities and Business Services, including internal support services for the operational areas of TSSA .10:40 – 10:55 Mid-Morning Break - Vendor Displays Presentation: Every customer service organization, at one time or another, faces the dilemma of whether to outsource some of its customer service functions or to keep them in house. In this presentation, Luisa will share TSSAs outsourcing11:00 – 11:55 Snap Recall experience including the good and the not so good. Topics will include: - To outsource, or not to outsource.. Is there really a clear cut answer? SUSAN GREGORY helps people to be productive, organized and creative at work through a variety of fun and interactive - Finding the right outsourcing partner training programs. She is the former president of City of - Successful transition: Planning! Planning! Planning! London Toastmasters in the UK – a public speaking club a liated with the Toastmasters International organization. Susan is a Licensed Neuro Linguistic Programming Practitio- 4:05 – 4:40 Panel Discussion ner. She holds a Bachelor of Commerce and Administration Presentation: We have teamed up four passionate customer service advocates from Victoria University, Wellington, New Zealand. and practitioners who will share their experiences and real life expertise in area ofPresentation: Why is it so hard to remember information under pressure? Have you People, Process and Technology. Come armed with your toughest questions andever found you can remember trivial facts better than useful statistics? Are we put them to the challenge. Questions on team building, technology implementa-becoming dependent on technology for things we used to store in our brains? tion, work at home agents, incentives and all the other questions that have beenSusan Gregory will provide insight into the natural processes of remembering and on top of mind for you. All this interactive Q&A session needs is you.forgetting. She will share quick tools and tips for recall on the spot. In an interactiveand fun session, you’ll learn how memory principles can be applied to rememberingclients, promotions and product details. The techniques that will be covered are 4:40 – 5:00 Closing Remarks / Door Prize Drawuseful for all roles, levels and responsibilities within an organization.
  3. 3. DAY 2 – Thursday, May 5th, 2011 11:40 – 12:00 Social Media and ICSA – Nick Kossovan8:00 – 8:30 REGISTRATION – Continental Breakfast & Presentation: As we all know, social media has become an ever growing topic in customer service, a platform that can seriously hinder a companys reputation, but Networking if used properly, can also propel that company to new heights. ICSA Canada has8:30 – 8:40 Opening Remarks taken the plunge and can now be followed on Twitter, Facebook and LinkedIn. Nick Kossovan, Director of the ICSA Social Media Committee, will explain how you can use social media to promote and interact with ICSA Canada like never before.8:40 – 9:35 Transform Your CRM JONATHAN SCHLOO programmed one of the rst CRM 12:00 – 1:00 Lunch Break systems and is now a highly sought after CRM Expert, perform- ing CRM Design Audits to ensure recommended CRM solutions Vendor Displays & Networking achieve the desired productivity improvements. His team leverages the 7 step QualityIntegrity Experience Method (QIEM) to maximize pro ts for over 700 companies. Jonathan 1:05 – 3:00 Changing Leadership Landscape has hands-on experience leading implementations with Microsoft CRM, Act SalesLogix, Oracle, SalesForce, and Mobile COREY ATKINSON‘s areas of expertise include Leadership CRM. Implementation, Organizational Coaching, Presentation Training and Business Development and Customer Loyalty.Presentation: CRM is the heart of your organization, bringing everything Throughout his career, Corey has demonstrated the skills oftogether in one convenient central place. Is your CRM system working optimally a masterful corporate trainer, facilitator and coach. Heto meet the needs of your reps and do they love it? Are you and management combines his professional expertise with the practicalgetting needed business intelligence and reports? Is the grass greener – should wisdom gained from leading individuals and teams in bothyou switch to a new CRM system and how do you choose? CRM lies-don’t throw start-up and growth phases of a business.out the baby with the bathwater. How does social media tie in? Discover bestpractices learned over 25 years: how to get management, IT and users aligned, thesecrets to 97% rep compliance and adoption, and what I learned delivering CRM Presentation: When talking with leaders, whether CEO or Head of Customerto Warren Bu et’s companies. Now in 2011 thanks to social media, Customer Service, they are quick to say that things are as challenging as they have ever beenService is king to ensure company growth and pro tability. and that the issues they are facing are timeless: how to drive performance in a complex world. The competencies that are prevalent in the organizations that are not only pro table at the bottom-line, but also passionate at the people-line, are9:35 – 10:30 The Art of Conversation what separate those who standout from those who stand head and shoulders above the rest. These competencies are: DAVID HOOKER has been a professional speaker for 35 - Understanding the value of a cool workforce and workplace where he has talked to tens of thousands of Entrepreneurs and Business people from around the world about the - Getting performers onboard and staying on board the company plan "Keys" to becoming successful in an ever competitive world - Consciously working towards creating lasting relationships where "Attitude and Service Is King". David is the host of - Building trust leadership - at all levels Rogers Television successful reality TV show, "Mind Your Own Business," and is the author of the much talked about The Changing Leadership Landscape Presentation will show you how to incorpo- book "Back To The Womb & Out Again - with DOGASH." rate these competencies into your organization quickly. A strong company is the one that has leaders spread all across the company, not just at the top. The business world today needs both good leaders and good managers. However,Presentation: Communication is such an important skill that when without it our because of the rapid change occurring in the industry today, a company needs farworld implodes and crumbles. From our very rst baby steps right through to more leaders, not more managers.adulthood and beyond, communication through conversation bonds and bindsus together. However the challenge we face today is coming from the electronicworld where the Art of Conversation has been reduced to sound bites, clipped 3:00 – 3:15 Mid-Afternoon Break - Vendor Displaysphrases, and a new type of cryptic shorthand. We are forgetting how to talk, howto communicate, and how to get our message across which is making our taskdi cult when attempting to provide the best in customer service. 3:15 – 4:10 Voice of the CustomerDoes David have the answers? Maybe! Will he make you stop and think? Most LUCY LEWIS has been with DHL for the past twenty years.de nitely. Originally in telesales, she was quickly promoted to Sales where, through her hard work and dedication, Lucy was once again recognized for her potential and her achieve-10:30 – 10:45 Mid-Morning Break - Vendor Displays ments and sought out the opportunities available to her within the customer service department. Lucy was later promoted to Call Centre Manager and than Director of10:45 – 11:40 Actionable Analytics – Customer Service for all of Canada. From Personalization to Process Improvement In her current role, Lucy has been responsible for Consolidations of two Call Centres and the implementation of Six First Choice Methodology Initiatives that have consisted of both DMAIC and process improvement components. ROB MCDOUGALL has been a catalyst for change within the Call Center industry for many years. He plays an active Presentation: As an ambassador of DHL First Choice Initiatives, it’s always a role in promoting the company through education and pleasure to have the opportunity to introduce others to DHL’s First Choice evangelism on actionable analytics and process improve- Methodology. This presentation on the Voice of the Customer will demonstrate ment, and is the author of many Upstream Works White how we applied DHL’s First Choice Methodology to strength our position within Papers. He graduated as an Electrical Engineer from the the market place by focusing on increased quality and service programs that are University of Western Ontario. currently unique within our industry and continue to set us apart from our competition. I look forward to being able to not only share some of DHL’s Philoso-Presentation: Thought leaders and industry analysts have pointed to their need phies with you but workshop thoughts and ideas that can shape both ourto harness actionable customer interaction data in order to improve and manage business and DHL’s.the customer experience. But the tools available still rely on expensive integra-tion between data silos and provide little direct value to the call center agents.This session will discuss how generate auditable, quality data that can help theagent improve service delivery, and provides a solid basis for other six sigma or 4:10 – 4:30 Closing Remarks / Door Prize Drawquality initiatives.
  4. 4. REGISTER TODAY! REGISTRATION COSTS (All cost in CDN $. Please add 13% HST) I would like to register the following delegate(s): 1. Name: Payment Payment Group Received Received Discounts 2. Name: Member Costs Prior to After of 3 or 3. Name: April 1st April 1st more 4. Name: 2-day Conference $449 $499 10% OFF 5. Name: 1-day Conference $249 $299 10% OFF Company: Check date attending May 4 May 5 Address: City: Prov.: Postal: Non-Member Costs Bus. Phone: ( ) Fax: ( ) 2-day Conference $499 $549 10% OFF Cellular: ( ) 1-day Conference $299 $349 10% OFF E-mail: Check date attending May 4 May 5 PAYMENT OPTIONS REGISTER BY FAX: (905) 940-1278 (Markham) I am a Toronto Chapter ICSA Member: Yes No REGISTER BY PHONE: (905) 477-5544 Please bill my credit card in the amount of $ REGISTER BY EMAIL: dolly@icsa.on.ca Visa MasterCard Amex REGISTER ONLINE: www.icsa.on.ca/new_events.aspx Card No.: Exp: Cardholder Name: Payment must be received by April 21, 2011 Signature: to guarantee your registration.PROGRAM CHANGES CANCELLATION POLICYThe ICSA Toronto Chapter reserves the right If you must cancel your registration,to make changes in programming and please do so in writing or by contactingspeakers, or to cancel if enrolment criteria editor@icsa.on.ca at least 10 business To Our Sponsors/Vendorsare not met, or when conditions beyond days prior to the conference. A 20%our control occur. Every e ort will be made administrative fee will be charged.to contact each person enrolled if the Registered participants that do notconference is cancelled. We will assume attend or who cancel less than one weekliability for the conference fee only. prior to the conference are liable for 100% of the conference fee. Substitutions may be made at any time.ICSA EXECUTIVEDolly Konzelmann, President, ICSA Canada-TCPhone: 905-477-5544 Email: dolly@icsa.on.ca ICSA ADVISORY COUNCILVibert Rosemin, Vice President Jason BedfordHeather Stuart-Obee, Director of Special Events Heather ConeJudith Walton, Director of Business Planning Fred de HaanLisa Carter, Director of New Programs Lorna FergusonDebrah Laracy, Secretary Gino IueleSandy Bailey, Director of Marketing Dolly KonzelmannAmar Sidhu, Director of Advertising Elaine McDonaldEric Esguerra, Director of Program Development Bonnie MunslowDamon Adachi, Director of Communications Roberto NardiLise Monteith, Program Chair Don ScottNick Kossovan, Director of Social Media Sharon StinesSharlene Dubraj, Social Media Committee Cheryl VanditelliLuisa Armstrong, Events Coordinator Suzanne VoglerConor Houlihan, Conference CoordinatorJessica Clarke, Conference Coordinator www.icsa.on.ca