• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
5th Annual Call Center Summit
 

5th Annual Call Center Summit

on

  • 2,078 views

The pdf brochure for the 5th Annual Call Center Summit, taking place January 26-29, 2010 at the Gaylord Palms Hotel & Conference Center in Orlando, FL.

The pdf brochure for the 5th Annual Call Center Summit, taking place January 26-29, 2010 at the Gaylord Palms Hotel & Conference Center in Orlando, FL.

Statistics

Views

Total Views
2,078
Views on SlideShare
2,071
Embed Views
7

Actions

Likes
1
Downloads
26
Comments
0

1 Embed 7

http://www.slideshare.net 7

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    5th Annual Call Center Summit 5th Annual Call Center Summit Presentation Transcript

    • Want More Content? Visit our Resource present the… Center online at www.callcenterevent.com! 5th Annual Leverage Insight and Advice from Award-Winning Companies: January 26-29, 2010 | Gaylord Palms Hotel & Convention Center | Orlando, FL TRAVELOCITY Leveraging the Customer Experience to Fuel Growth, Engage ’08 1to1 Impact Award Employees and Increase Revenue AGRIUM ’08 Calgary Inc Best Places to Work CAMBRIDGE INVESTMENT RESEARCH, INC., ’07 and ’08 Investment Advisor Magazine - Introducing 2010’s Brand New Speaker Faculty! Broker/Dealer of the Year TELEFONICA O2 CZECH REPUBLIC, David Taliancich David Bradshaw A Division of Telefonica Group VP, Claims Shared Services, Liberty Mutual Vice President (Head) of Sales and Service, ING Direct #8 on Czech TOP 100! ’09 Fortune – World’s Most Admired Companies ’08 Synovate Best Banking Award ARI, AUTOMOTIVE RESOURCES Frank Eliason Mark Weiner INTERNATIONAL Senior Director of National Customer Operations, Comcast Vice President of Customer Care and Reservations, Global Vehicle Supplier Award (Gold Level) ’09 Fortune – World’s Most Admired Companies Choice Hotels International from FedEx (2009) ’09 Training Magazine Top 125 PITNEY BOWES John Cushman ’09 IAOP Global Outsourcing 100 Vice President, AT&T eSales & Service Tom Hammond ’09 Fortune – World’s Most Admired Companies Vice President of Customer Experience, LENNOX INTERNATIONAL The Hartford Insurance Company ‘09 North American Frost & Sullivan Award for Stormy Simon 2005-2009 Certified Call Center by J.D. Power and Associates as Industry Innovation & Leadership of the Year Senior Vice President of Marketing and Customer Care, Overstock.com providing "An Outstanding Customer Experience", 2007 ICMI SABRE INC. URUGUAY ’09 1to1 Customer Champion Call Center of the Year Award InformationWeek ’08 - Top 100 Most Innovative Users of Technology 10 Best Places to Work in Uruguay for 2008 Critical Themes and Topics for This Year: • Assess available technology for optimized efficiency, increased agent DELAWARE NORTH COMPANIES performance and improved customer experience PARKS & RESORTS, INC • Position the call center as the driver of your organization’s VOC • Create a compelling vision to drive your contact center and ’08 Environmental Achievement Award, process company to world class excellence National Park Service • Develop a winning culture that energizes and empowers employees • Build a customer centric culture by integrating your technology and COMPUCOM while inspiring them to achieve excellence associates at all levels of the organization Best Contact Center Supervisor of the Year 2008 ’09 InformationWeek 500 – Masters of • Learn best practices for leveraging social media during customer • Realize bottom line efficiencies and top line growth in a multi- Technology interaction channel world IVOCLAR VIVADENT, INC. ’08 Red Dot Design Award Sponsored by: AMERIPRISE FINANCIAL Fortune 500 3 New Site Tours! THE MARK TRAVEL CORPORATION STARWOOD VACATION OWNERSHIP ORANGE COUNTY CLERK OF COURTS REGISTER: 1-800-882-8684 WWW.CALLCENTEREVENT.COM ‘08 Governor’s Sterling Award Winner
    • Sponsorship & Exhibition Opportunities 5th Annual Sponsorships and exhibits are excellent opportunities for your company to showcase its products and services to high-level, targeted decision-makers attending the 5th Annual Call Center Summit. Customer Management January 26-29, 2010 | Gaylord IQ and IQPC help companies like yours achieve important Palms Hotel & Convention Cen sales, marketing and branding objectives by setting aside a ter | Orlando, FL Leveraging the Customer Experience limited number of event sponsorships and exhibit spaces, to Fuel Growth, Engage all of which are tailored to assist your organization in Employees and Increase Revenue creating a platform to maximize its exposure at the event and reach key decision makers in your field. Dear Executive: For more information on sponsoring or exhibiting at the 5th Annual Call Center Summit, please contact Mario Last year, the primary focus on all Matulich at (212) 885-2719 or sponsorship@iqpc.com. of our minds was turning adversity be out of the woods yet completely, into advantage. While we may not the bunker mentality can be a hind environment, and organizations need rance in today’s fast-paced to shift from defensive to proactive "Call Center Summit is one of the premier call ! center events of the year! We have the opportunity That’s why this year at the 5th Ann to showcase emerging technology to industry ual Call Center Summit, we’re keep focusing on the next step of driv ing up with your needs and leaders in the call center market. The conference is ing performance improvement technology for enhancing both and leveraging tools and always well managed and organized allowing the agent and the customer sati sfaction level. attendees and exhibitors alike to network and This program focuses on how to com casually enjoy their time together." e out of the economic downturn organization for a proactive ramp-up on top, and to prepare your - Linda Fitzpatrick, VP Sales, Texas Digital (IQPC and Call , including hiring and growth, reen management buy-in for this new ergizing staff and receiving Center Repeat Sponsor) position of strength. As you know, elevating the custome r experience is about delighting the ambassadors for your company. As customer and turning them into Event Overview competition grows, cost reduction afford to sacrifice customer experien is paramount, but we cannot ce for the sake of cost reductions. centers focus on the customer expe It is imperative that service What makes this event unique is the large number of rience from the moment they beco practitioner speakers. Senior-level call center professionals through the times when they call me a prospect, to when they buy, for support, or even raise a complain provide real world insight on what it takes to achieve t. world-class call center status. Our event sponsors will also The challenge is how to understand be showcasing state of the art technologies and solutions what happens during these custome works and to change what isn’t, and r interactions, to identify what in our exhibition hall. using what you have without brea king the bank! Get ready for an exciting opportu Each main day will have several highly motivating and nity for learning, sharing and netw energizing keynote speakers. Plus, we are featuring two faculty leading in-depth discussions orking, with an impressive speaker on realizing bottom line efficiencies track streams. Attendees can attend an entire track or channel world. Discover how high and top line growth in a multi- performing organizations align thei customize their learning by moving in and out of the track are saying! r strategy to what the customers stream sessions. I look forward to seeing you in Orla ndo for what’s promising to be an Want Web Exclusives? Visit our Resource Center enlightening event! Sincerely, online at www.callcenterevent.com and click on the “Download & Resource Center” tab for: BOARD THE BUS! DON’T MISS OUR SITE TOURS! • Speaker bios and photos • Downloadable Site tours are a great opportunity to visit a leading • Speaker Q&A’s agenda company and find out what makes them successful. Get • Things to do in an inside look at their customer-focused culture, • Past brochures Lisa Schulman Orlando Sector Leader and Director of Prod technology and leadership strategies. Bus trips to and from • Photos from previous events uct Development the tours, as well as the tours themselves, offer a great • Testimonials The International Quality and Prod • Press releases and media uctivity Center networking opportunity. Check the agenda for details! • Audience profile Lisa.Schulman@iqpc.com information 2 REGISTER ONLINE AT WWW.CALLCENTEREVENT.COM OR CALL US AT 1-800-882-8684
    • Pre-Conference Workshops: Tuesday, January 26, 2010 8:00am-11:00am (7:30am Registration) Choose A or B A Waiting for your Cat to Bark? Speech Analytics Strategies B Finding, Keeping and Developing the Best! With new applications of speech analytics, there is no waiting and no upfront work. WHAT YOU WILL COVER Today, you can automatically discover customer trends, pain points and real opportunities • If the team is only as good as your weakest member - then how do you find the best? without waiting the data to be analyzed. With an overwhelming number of competing • How do you keep them? data inputs, organizations are seeking to streamline customer intelligence, to develop • How can you develop the people you have to be the best ways to automatically uncover opportunities and potential problems in the contact center very early in their emergence cycle, an early warning system if you will. In essence, WHAT YOU WILL LEARN speech analytics is that elixir, the discovery of customer intelligence without a • A clear process to help identify the true team culture - barriers to success and keys to preconceived notion of what is happening on customer calls. taking it to the next level • Methods and ideas to utilize the outstanding traits of the team and ensure the WHAT YOU WILL COVER challenging ones are not getting in the way Scott Kendrick will illustrate how speech analytics provides an at-a-glance visualization of • Tools and techniques for recruiting talent at every level of the organization your health of a contact center beginning with key performance indicators (KPIs). Using • Ideas to leverage the talent you currently have in order to drive improvement into the actual call center data and customer calls as they are processed in a live demonstration of results and throughout the organization Eureka speech analytics, learn specifically how speech analytics. • Captures and reports specific, relevant data points Linda Chando • Provides keen insight into root causes Vice President, Call Center Services & Customer Care • Associates the trend directly customer calls OR Cyber City Teleservices • Help organizations quickly correct negative trends Linda Chando currently serves as the Vice President of Call Center Services & Customer WHAT YOU WILL LEARN Care at Cyber City Teleservices (CCT). She is an industry veteran in domestic and Scott Kendrick will illustrate how speech analytics helps refine process improvements to international contact center management. Her nearly 24 years of experience includes increase organizational performance including: service in almost every aspect of the call center. Linda’s leadership has aided CCT in • Customer trends … discover what “hot” topics have surfaced overnight in customer expanding into 3 countries with over 3,300 employees, and 10 unique offshore call conversations centers. • Agent performance … learn who’s a star and who’s not so hot • Operational efficiencies … see immediate opportunities for cost reductions • Customer satisfaction … get a daily pulse on your approval rating from customers Scott Kendrick Vice President Product CallMiner WHY ATTENDEES LOVE IQPC CALL CENTER EVENTS! One of the great benefits is that this conference brings together all aspects of call center management under one roof in a short time span. It allows you to connect the dots between each department’s responsibilities and allows us to all hear such diverse perspectives. It allows us to see gaps in a lot of our departments by comparing the difference aspects that we need to know about. – Mark Vernam, Manager of Customer Satisfaction Loyalty, Sprint Nextel The conference was well organized and very informative. I learned a lot and appreciate the opportunity to hear from other successful professionals. – David Belew, Service Director, American Bar Association 3
    • Pre-Conference Workshops continued... 11:15am-2:15pm (11:00am Registration) Lunch Served Choose C or D C Comparison of BPO emerging markets in Africa (Nigeria & Ghana) and Latin America (Guatemala and Colombia) D SITE TOUR: The Mark Travel Corporation The Mark Travel Corporation (TMTC) is a global leader in the business of making vacation dreams come true. WHAT YOU WILL COVER Excend has recently participated as a keynote presenter at regional U.N. BPO conferences With service to more than 1,100 destinations worldwide, Mark in Nigeria and Guatemala, a regional World Bank BPO conference in Ghana, and various Travel and its 19 vacation companies provide value, superb care outsourcing conferences in Colombia. and complete End-to-End service for its customers. Excend will compare and contrast the advantages and disadvantages that each of The company's contact centers operate in Orlando, Florida and Milwaukee, Wisconsin. these emerging markets present for outsourcing organizations. OR The Orlando center supports the customers of Air Jamaica Vacations, Funjet Vacations, MGM Mirage Vacations, Southwest Airlines Vacations, Spirit Vacations, Showtime Shuttle WHAT YOU WILL LEARN and United Vacations. Primary audiences include travel industry professionals and direct The comparative value proposition of each location will contrast: connectivity attributes, consumers. labor pool availability and projections, labor pool training resources, language capabilities, cost basis, available incentives, and domestic regulatory and governmental influence on The site tour of the Orlando, FL center will focus on: the industries. • Implementation of dynamic team member wellness programs • Adoption of the corporation's unique "End-to-End" customer centric philosophy Ryan Nichols • Management of a multi-brand customer contact center Managing Partner Excend Consulting Group Sheri Palm Nancy Clark Smith Customer Care Manager Director of Customer Care The Mark Travel Corporation The Mark Travel Corporation 2:30pm-5:30pm (2:15pm Registration) E The New Customer Feedback Tool Box – Building a Better Feedback Program and a Customer Focused Organization F FIRST CALL RESOLUTION - Applying the four R’s to Improve your FCR Customer Feedback and Customer Management are drastically changing. However, the First Call Resolution (FCR) is a critical key performance indicator for measuring your call basics of customer management still hold value in increasing customer satisfaction and center’s productivity, efficiency, and customer experience. FCR relies on your organization’s building customer loyalty. It is imperative the entire company is focused on the customer ability to quickly mobilize its resources based on immediate customer needs. This requires in order to retain the competitive edge. This workshop will: an integrated, holistic approach to customer service that includes the initial touch point • Help you build a solid Feedback program and follows through metrics. • Give you insight to social media and internet tools for managing feedback • New ways to poll your customers • Creating a culture where everyone is tied to customer satisfaction OR What You Will Cover: In this hands-on interactive What You Will Learn: Learn best practices for: • Creating internal competition measured on internal scorecard workshop, we will examine • Defining what FCR actually is and what it • The importance of Customer Satisfaction ratings four key components that means to your business and your customer • How the size of your company influences your use of customer satisfaction data drive first call resolution: • Creating a balanced view of your call center’s • Right knowledge overall performance • Right channel • Calculating and measuring FCR Gregory S. Reeves • Right information • Creating reporting capabilities to identify gaps Technical Support Manager • Right now! • Driving first call resolution in your company to COMPUCOM maximize productivity and customer satisfaction Dan Arengo Special Practitioner CompuCom was featured in ’09 Led Worksop InformationWeek 500 – Masters of Technology Sr. Manager, Field Enablement SAP Business Communications Management 4 REGISTER ONLINE AT WWW.CALLCENTEREVENT.COM OR CALL US AT 1-800-882-8684
    • Main Conference Day One: Wednesday, January 27, 2010 7:00 Registration and Coffee David will share a powerful video that was created by his team that created excitement around the organization, globally. From this session you will have some ideas on how to 8:00 Chairperson’s Opening Remarks continuously improve, employee engagement, client focus, resource management, and deliver repeatable and consistent results. 8:15 KEYNOTE: Creating a Compelling Vision to Drive your Contact David Bradshaw, Vice President (Head) of Sales and Service, ING Direct Centre and Company to Excellence ING Direct’s Sales and Service vision is "We will be a World-lass Revenue Generating Sales 9:05 KEYNOTE: Selling Customer Centricity and Aligning and Service Organization in Three Years." This Three Year Vision is not a hope or aspiration, Marketing and Customer Service it will happen. This session will address how to create a compelling vision for your call Online retailer Overstock.com stands out in the busy e-commerce space by adhering to a center that will engage your team and the organization. It will show you how to gain buy simple concept – “We do what’s right by the customer.” Our distinguished keynote in and motivate your people to live it every day, regardless of the economic climate. speaker, who oversees both marketing and customer service, is in the position of David will bring his passion, experiences in building, delivering and keeping alive the Three influencing the customer experience throughout the entire lifecycle. Find out to sell Year Vision customer centricity by: • Aligning marketing and customer service in order to live up to your brand promise • What makes for an inspiring vision? • Driving internal focus on customers from beginning to end. • The Challenges the organization faced while communicating the Vision • Adopting the idea that there is an investment cost to providing good service • How to get the CEO and the rest of the organization buy-in and support • The ING Direct "story" Stormy Simon, Senior Vice President of Marketing and Customer Care, Overstock.com • How the 3 Year Vision is kept alive and not a "flavour of the month" • The impact the 3 Vision has had on results, employee engagement and transformation 9:50 Morning Networking Break of the culture (concrete evidence that it works!) Concurrent sessions. Choose track A or B TRACK A: “People Power” – Talent Management, Leadership Excellence, TRACK B: Tools, Technology and Strategy - Optimize Performance, Workforce Optimization, Winning Culture Improve Agent Satisfaction and Enhance Customer Experience Chairperson: Barry Maners, Managing Director, The Fraser Group, Chairperson: Michelle Craft, Vice President of Marketing, CallMiner & Chief Executive Officer, Fraser Holdings 10:35 KEYNOTE: Transforming the Customer Experience and Optimizing KEYNOTE: Customer Relationship Management: A Concept that Enterprise-Wide Resources Learn how the Hartford Insurance Company is taking customer service to the next level by OR was Developed but Never Delivered The real meaning of CRM. Hint: Its not a technology. This session will discuss the "real meaning" transforming the customer experience. Through methodologies such as virtualization, self- of CRM and what it means to your revenue line verus the expense of direct labor. We will also service and intelligent routing, Tom will discuss how they are improving customer satisfaction, explore how understanding your customers’ culture and environment is key to determining their increasing their revenues through more effective up-sell and cross-sell, and reducing their costs current and future needs, (the foundation to developing a customer relationship). Other topics will by optimizing enterprise-wide resources. include the true cost of off-shoring, causes of poor customer satisfaction and retention. Discussion Tom Hammond, Vice President of Customer Experience, The Hartford Insurance Company will also include recent results from CCA client engagement's using a unique workforce strategy, Cloud/SaaS technology and other steps on how to redefine your contact center to develop a positive relationship with your customers which will result in increased revenues..... Joe Jacoboni, CEO, Contact Centers of America Head of Customer Support, company TBD 11:30 Creating a Culture For World-Class Excellence - Rewards and Throw Away your Crystal Ball: “Protention” is the HOT NEW Recognition that Work! OR Marketing Initiative that helps Organizations Proactively Reach Let’s face it – a call center is only as good as its people. Agrium is a major retailer of Out to Customers at Risk of Churn agricultural products and services in North and South America, a leading global wholesale Protention = retention + the future and it is an essential feature of any NOW. producer and marketer of all three major agricultural nutrients, and the premier supplier of In marketing, protention is the anticipation of the next likely customer action. Using speech analytics, specialty fertilizers in North America. Discover how Agrium is “selling a vision” of new customers’ future intentions can be captured, analyzed and reported on in protention indices. As a challenges, increased automation, new positions and increased employee development. result, enterprises can produce marketing programs they know will resonate with customers’ needs, • Setting the tone of the center by being transparent with open communication as customers have, in effect, told them what exactly they want. Ultimately, protention programs help • Creating initiatives that balance work and life enterprises connect the front office with the back office utilizing an enterprises’ most under-utilitized • Developing a stronger career-pathing program to retain talent and reduce turnover costs asset, the voice of their customer. In this session, you will learn how • Celebrating success and developing low cost motivational programs • To identify protention opportunities in your industry • Fostering innovation and including it as a criteria in promotions • Speech analytics identifies segments to proactively market • Protention significantly reduces customer churn Discover how the drive for world class customer service motivates continual process • Protention initiatives contribute to top-line revenue improvement and an outstanding customer experience. 5 Robert Woolsey, Operations Manager, HR Service Center, Agrium Michelle Craft, Vice President of Marketing, CallMiner
    • 12:15 Networking Luncheon Concurrent sessions. Choose track A or B 1:30 Push Sales in a Saturated Market Improving Call Center Performance through Digital Signage Telefonica O2 Czech Republic is an integrated telco operator, serving 7 million customers with OR This panel will address how communication of real-time data along with other multi-media content wireless, broadband, pay-tv, and mobile data and is part of Telefonica Group, the second can improve agent productivity (in-house & home-based), agent morale, and customer service. • Provide visibility to key metrics in various areas of your business to drive productivity and largest telecom group in the world with 260 million customers in 25 countries. This session will address how the company faced a challenge selling residential telco services via telesales in a improve service • Use existing technologies to do more, improve communication with your agents, and drive market with 133% wireless penetration. Find out how to make passive customers switch. • Acquiring new customers versus developing existing base improvement with better feedback • Employing strategies for achieving aggressive targets • Enhance "team approach" by consistently communicating goals and performance in a • Keeping sales staff motivated dynamic fashion Ales Jelinek, Sales Director Outbound, Telefonica O2 Czech Republic, A Division of Panel Moderator: Telefonica Group Andrew Bettis, Regional Sales Director, Texas Digital Panelist: Ales was a delegate at an IQPC Call Center event in 2009 and now “graduated” to Jimmy Tucker, Process Manager, Lennox International the speaker faculty. Do YOU have an interesting story to tell at a future event? If so, send a short e-mail to Lisa.Schulman@iqpc.com. Mark C. Utzig, Manager - Customer Services & Sales Administration, Ivoclar Vivadent, Inc. Carol Kratzer, Manager, Service Experience Solutions, Service Experience Team, Service Delivery Ameriprise Financial 2:20 The Power of Empowerment Lessons Learned from Operating in a Globally Sourced This discussion introduces you to the importance of energized, empowered employees. OR Environment Recognizing the importance and executing a program will allow you to multiply the benefits Travelocity operates in a mixed model approach. The company “wears three hats,” to your department. Empowerment is the process of enabling or authorizing an individual to including: managing their own call center, partnering with service providers and acting think, behave, take action, and control work and decision making in autonomous ways. It is as a service provider for travel partners. the state of feeling self-empowered to take control of one's own destiny. Empowerment rules • Managing the successful migration as a development strategy. Learn more about what empowerment is – and is not. • Determining the type of metrics, accountability and governance you need to make sure you • Recognize the benefits of empowering employees have a successful ongoing operation • Choose the principal action involved in empowering employees • Striving for a true partnership with outsourcers • Apply the model of empowerment to example actions • Choose actions leaders use to strengthen their followers and to strengthen their own leadership Francisco Trejo, Manager, Global Sourcing and Business Process Management, Travelocity Find out how to create a work environment in which people are empowered, productive, contributing, and happy. Don't hobble them by limiting their tools or information. Trust them to do the right thing. Get out of their way and watch them catch fire. Barbara King, Manager, Technical Resource Center, ARI, Automotive Resources International 3:05 Afternoon Networking Break 3:50 The Road to Best In Class – Achieving High Performance is Easier 4:40 CLOSING KEYNOTE: How Customer Service is Leading the Way in Than You Think Social Media Choice Hotels International strives for revenue growth and effective processing of service Blogs, Facebook, Twitter, You Tube and many other social media websites are changing the matters while delivering a positive and consistent guest experience on every call. Discover world of CRM. What started as a simple idea at Comcast– talking to customers in real time on the company’s strategies for success through an excellence journey that resulted in a Twitter – has become well known as an innovative use of social media for Customer Service. 10% increase in reservation conversion, a 35% decrease in annual attrition, and an Taking the approach of asking “Can we help” has created new communication channels for overall increase in guest satisfaction and likelihood-to-recommend. Customers and an improved Customer experience. The work of our distinguished speaker was • Creating an enterprise management structure to identify opportunities and manage the recognized by ABC News, New York Times, Business Week, and many media forums. This real achievement of excellence objectives life case study will share best practices for interacting with customers online. • Utilizing an appropriate mix of partners for outsourcing services and tools/applications • Focusing on the team – having the right people and inspiring them to achieve Frank Eliason, Senior Director of National Customer Operations, Comcast excellence – through collaborative communication, effective recurrent training, and 5:25 Cocktail Reception consistent use of incentives and recognition • Improving operational efficiency by “making it easy” for the customer Mark Weiner, Vice President of Customer Care and Reservations, Choice Hotels International 6 REGISTER ONLINE AT WWW.CALLCENTEREVENT.COM OR CALL US AT 1-800-882-8684
    • Main Conference Day Two: Thursday, January 28, 2010 7:30 Registration and Coffee 9:05 KEYNOTE: Leveraging Technology to Maximize Efficiency and Create a World-Class Experience 8:00 Chairperson’s Opening Remarks Find out how AT&T is implementing a three-pronged approach to customer service transactions to provide customers with options, maximize efficiency and improve the customer experience. 8:15 KEYNOTE: Linking Behaviorial Coaching To Metrics To Drive Performance • Phase one -leveraging order automation technology to shorten call length and improve Many organizations bring in technology fist and then expect the culture to adapt. Find out how Liberty quality Mutual took a two step journey that started with a coaching process change and then implemented an • Phase two- employing self service in the IVR integrated application to drive improved employee engagement and operating results. • Phase three – offering the customer an online solution for self support. • Employing servant leadership strategies to improve coaching ability Discover how AT&T has reduced the call • Creating joint accountability in CSR performance discussions in order to positively impact handle time four minutes per call, realizing engagement levels a 50% cost savings and an improved Attention large call centers – Are you struggling • Automating & distributing critical performance metrics, including: Customer Satisfaction, customer experience! to adjust to marketplace changes/customer demands? Find out how the AT&T center is fluid Call Quality, Handle Time, and Schedule Adherence • Leveraging Voice Data Analytics to identify consumer trends and drive CSR behavior John Cushman, Vice President, AT&T and able to adjust processes within one hour! eSales & Service Discover how to link coaching and metrics to drive performance in a disciplined, collaborative manner. 9:50 Morning Networking Break David Taliancich, VP, Claims Shared Services, Liberty Mutual DON’T FORGET TO BRING 10:35 Peer-to-Peer Challenge Focused Roundtables YOUR BUSINESS CARDS! These popular peer to peer roundtable sessions are designed to provide an open forum to discuss your challenges and potential solutions. There is a lot of talent in the audience; this is our chance to take advantage of it while developing networking contacts. Roundtables are led by experience practitioners from diverse companies. DEVELOPING A “TOP 10 LIST” TO IMPROVE EFFICIENCY AND ELEVATE THE ACHIEVING BREAK-THROUGH PERFORMANCE CUSTOMER EXPERIENCE WITHOUT BREAKING THE BANK • What does world-class excellence actually look like? This interactive session will focus on practical steps to streamline processes and optimize • How can we get beyond our day-to-day responsibilities to transform our company to greatness? the customer experience enabling you to achieve more with less. • How can we create a compelling vision for the call center that will engage our teams and the Key Take-Aways: organization as a whole • How to make quantum leaps forward in your call center • Guide to methods of identifying the key processes used during each customer interaction • Examples of some of “the little things” that can add up to big customer wins • Our collaborated “Top 10 List” of action items to take back to your service center to focus MOTIVATIONAL IDEAS! • Gaining support of your upper management AND Human Resources department on elevating the customer experience using the resources you already have in place • Budget issues versus motivation – how can you motivate without breaking the bank John Broderick, CEO, Cicero Inc. • Exchanging motivational success stories – what has worked for you? Neil Crane, Director of Product Development, Cicero Inc. Kimberly Warrick, Client Service Center Manager, NJ Shares RETAINING TALENT COACHING AND LEADERSHIP • Motivating and retaining agents • Embracing empowerment – new ways to engage employees and remove personal growth inhibitors • Reducing stress, turnover and burn-out • Energizing and empowering employees – especially after a challenging year • Communicating effectively to boost agent loyalty • Helping associates realize their full potential – going even beyond what they imagined for themselves Greg Troxell, Customer Care Supervisor, United Stationers Supply Co. Tonya Choate, Security Administration Manager, Baylor Healthcare System HOW SOCIAL MEDIA AND INFORMATION UBIQUITY ARE TRANSFORMING Carol Ferguson, Help Desk Manager, Baylor Healthcare System CUSTOMER-CENTRIC ORGANIZATIONS • Where are call centers heading and what can we do now to get prepared for changes FIRST CALL RESOLUTION • The impact of first call resolution and facilitate our continue success? • What does first call resolution actually mean to you and your customers? • How can high performing organizations align their existing strategy to what customers • Meeting customer’s expectations are saying? • How is social media transforming customer experience and the modern call center? Attensity INNOVATION AND COMPETITIVE STRATEGY • What role can your call center play in the overall innovation of your company? • How can we get a “seat at the board” table if we don’t already have one? 7
    • 11:45 Networking Luncheon Concurrent sessions. Choose track A or B TRACK A: “People Power” – Talent Management, Leadership Excellence, TRACK B: Tools, Technology and Strategy - Optimize Performance, Improve Workforce Optimization, Winning Culture Agent Satisfaction and Enhance Customer Experience 12:45 The Next Generation of Remote Technical Service Holistic Approach for Integrating Technology and Taking Full Remote Technical Service has entered the next generation with customer needs increasing OR Advantage of Applications due to the more advanced and mobile technologies available. Customer support operations Discover how to integrate CRM and Workforce Management to understand the client and face a tough mission - to support new consumer technologies while securing and optimizing the business and how best to serve them both. Find out how to take full advantage of their support operations as consumer demand continually increases. Find out how to: technology applications to maximize your investment. • Control customer technical service costs • Marrying CRM and workforce management at the right time, based on what’s right for your • Gain new sources of revenue company • Leverage Effective techniques to increase call center revenue • Developing a 1-4 year strategic technology plan to gain internal adoption and introduce • Reduce out of scope calls technology features • Maximize security in servicing customers • Optimize processes and staff in the face of new technologies Mike Hamm, Vice President of Partner Support, Cambridge Investment Research, Inc. • Support multiple OS & different devices Gerard Szatvanyi, President & CEO, OSF Global Services Michael Phelan, Executive Director of Marketing, PlumChoice The following 2 sessions address both People and Technology and demonstrate the correlation between the 2! Special Focus on 1:35 Contact Centers struggle with a variety of challenges today Building a Modern Call Center from the Ground Up Social Media including: OR – The Next Generation Call Center • Reducing cost Don’t miss hearing a presentation from a newly launched call center that Avaya is referring • Providing an exceptional customer experience to as “the most advanced call centre in the world.” • Staff management • Generating social media buzz around your launch – find out how WIND Mobile generated 1 • Making decisions on technology and process to support all of the above, and million hits to it’s website even before launching the wireless service • More… • Learn how agents play an active role in Facebook and other social media sites • Implementing hiring innovations, including salaried agents and 4 day/10 hour shifts Learn how Pitney Bowes is leveraging technology and process redesign to develop a strategic • Employing out of the box training techniques, including: agents participating in vision for their customer facing operations that will meet multiple objectives and ensure the Voice of the Customer is king. improvisational comedy classes and making videos of their best customer service experiences Emily Danese, Manager of Business Analysis, Pitney Bowes • Leveraging a brand new technology application to service and interact with customers Find out how WIND Mobile is one of the very first companies in the world to implement a new technology that connects agents and customers real time all the time. Graham Kingma, Head of Call Center Operations, WIND Mobile WIND Mobile is the newest national wireless company in Canada 2:20 Afternoon Networking Break 3:40 CLOSING KEYNOTE: Creating a Customer Focused Culture through Technology and People 2:50 KEYNOTE: The Evolution of a Global Service Center Delaware North Companies, a global leader in hospitality and food service, has grown into Sabre is the world leader in the travel marketplace and has an advanced global contact a company worth more than $2 billion in annual revenue, earning a spot on the list of the centre operation based in Uruguay which provides service to 45 countries around the most admired hospitality companies in the world. In this presentation, you will discover world. By attending this presentation you will identify how to take your operation to the how to build a customer-focused culture by integrating your technology and your next level and implant a service model that makes “cents!” associates at all levels of the organization. Learn strategies to: • Successfully implementing multiple contact centre channels in a global environment • Derive the maximum benefit from customer-feedback—whether positive or negative • Implementing specialization and multi tiered service models • Use after-call surveys to drive up employee motivation and guest satisfaction at the same time • Implement self service tools and a pay for service model • Use web-chat as a tool for improving the current and future customer experience Jean Shaw, Senior Director Global Software Support, Sabre Inc. Uruguay Sandra Levesque, Director of Reservations, Delaware North Companies Parks & Resorts, Inc 4:25 Main Conference Concludes 8 REGISTER ONLINE AT WWW.CALLCENTEREVENT.COM OR CALL US AT 1-800-882-8684
    • Post-Conference Workshops: Friday, January 29, 2010 8:15am-11:15am (8:00am Registration) Choose F or G G SITE TOUR: Orange County Courthouse/Orange County Clerk of Courts H Positioning the Call Center as the Driver of Your Organization’s VOC Process Don’t miss this opportunity to visit a unique inbound call center In this workshop, you will discover how the call center is in the perfect position to provide serving over 1.3 million people in central Florida. Find out how the an actionable Voice of the Customer (VOC) process. We will demonstrate how a Clerk of Courts has achieved 98% satisfaction scores in a unique customer relationship system may be deployed to establish this VOC process and place team environment that encourages empathy and first call resolution your call center in the driver’s seat. towards customers. The Clerk’s Office also won the coveted Governor’s Sterling Award in 2008, based on the National Malcolm WHAT YOU WILL COVER Baldrige Criteria for Performance Excellence. Mr. Troxell will highlight several key points necessary to the placing your associates behind the wheel as they deliver the VOC to your organization. The Courthouse Clerk’s office guides customers through the legal • Key Requirements of an Effective VOC Process system and gives general information with their court cases. The • The Benefits of a Call Center Based VOC Process Special Practitioner center handles calls for numerous matters, including: marriages, • The Obstacles Associated with Developing an Effective VOC Led Worksop passports, adoptions, criminal cases, traffic violations, foreclosures, • Combined Increased Employee & Customer Engagement evictions, civil matters, small claims, domestic violence and divorces. It is a small center with about 25 employees and a 40 seat call center in the court WHAT YOU WILL LEARN complex. The tour to this award winning call center will include a visit to the ceremonial Mr. Troxell will share practical exercises that can be taken back to your organization to court room, traffic division and call center. achieve a more realistic / real time VOC feedback and higher levels of engagement with your employees and customers. Thomas A. Dickey Customer Support Service Manager OR • What are Delightful Experiences? • How to Implement a Program The Office of Lydia Gardner • Tips to Overcome Obstacles Orange County Clerk of Courts • Becoming the VOC for the Call Center throughout the Organization 2008 Governor’s Sterling Award Winner Greg Troxell Customer Care Supervisor United Stationers Supply Company 11:30am-2:30pm (11:15am Registration) Lunch Provided I SITE TOUR: Starwood Vacation Ownership We will be visiting Starwood Vacation Ownership, one of the many parts center teams—inbound, e-communications, live chat and high value Owner teams. In of Starwood Hotels & Resorts Worldwide, Inc. The 135-seat contact addition, we will learn about their internal training and career development programs. center at Starwood Vacation Ownership is highlighted by a unique Kasey Clements Christyne Johnston Keith Muchow culture that is unprecedented in its industry, a culture created under the Regional Director, Sr. Operations Manager Manager Learning & following philosophy: by taking care of your Associates, you take care of Owner Services Starwood Vacation Development your customers. Discover how this culture was developed, how they Starwood Vacation Ownership Starwood Vacation engage their Associates in the business and how they create a positive Ownership Ownership and motivating environment. We will come to understand their four call Here’s a Snapshot of Call Center Summit’s Past Delegates Seniority Industry Job Function ■ 30% Manager ■ 27% Manufacturing ■ 2% Government ■ 37% Call Center/Contact ■ 2% Finance ■ 25% Director ■ 21% Service Providers ■ 2% Telecom Center/Customer Service ■ 1% Advisor ■ 19% Vice President ■ 19% Finance ■ 1% IT ■ 21% Management: MD/ VP/ ■ 1% Utilies/Field ■ 15% Supervisor/ Team Lead ■ 9% Insurance ■ 1% Military Director/ Manager/ GM/ CEO Development ■ 4% C- Level/ President ■ 5% Retail Stores ■ 1% Labor Unions ■ 13% Black Belt/ Operations/ ■ 1% Clinical Supplies ■ 4% Senior Manager ■ 3% Cable and Other ■ 1% Legal Logistics/Quality Assurance ■ 1% Communications ■ 4% Consultant Subscriptions ■ 1% Utilities ■ 11% Marketing/Sales Director ■ 1% Coordinators ■ 3% Health ■ 1% Newspaper ■ 8% HR ■ 1% Automobile ■ 2% Education Publishers ■ 3% IT Research and Dev 9
    • About Our Sponsors Major Sponsors: desk, network data center and quick-serve restaurant markets. Texas Digital's QuickCOM is a leading party organizations to serve as outsourcing business partners. The methodology used to qualify enterprise solution that provides real-time communication of business vitals to contact centers, help potential outsourcing providers considers cost, quality of service, and regional attractiveness— Vixicom is a leading-edge contact center facility located in the heart of Santo desks, command centers and more. Backed by a unique Best Value Guarantee, this complete including factors such as political stability, incentives, connectivity bandwidth and redundancy, Domingo, Dominican Republic. Our core mission is meeting and exceeding the solution collects, manages and communicates up-to-the-second information to empower fact-based infrastructure, labor pool attributes, management practices, and track record. Excend works with needs of global business seeking to right-source business-critical functions decisions that will improve performance, customer satisfaction and profitability. Website: its Clients to identify all back-office processes required to execute day-to-day operations. Those such as customer service, sales, technical support and technology development. We maintain a www.txdigital.com back office processes that do not affect the core competitive advantage of the Client are highly trained, multilingual team specializing across both horizontal and vertical market segments. outsourced to third-party providers in order to reduce costs and to allow the Client’s internal Our more than 15 years in the industry combined with high-capacity seating and agent allocation 360'CRM is a CRM professional services and intellectual property provider of call center employees to focus on their core, competitively distinguishing activities. capabilties and an obsession for quality makes us the definitive sourcing partner for global Fortune solutions, specialized in assisting our clients in optimizing customer experience and 500 companies. Website: www.vixicom.com maximizing channel performance. Our key consulting services provide a full suite of Internal CFI Group conducts its measurement consulting practice worldwide, through Call Center and/or Outsourced Vendor Management solutions; including RFI/RFP offices on four continents. Launched in 1988 by University of Michigan Sword Ciboodle customer interaction software helps improve the way Administration and execution, Quality Monitoring, and Certified ATA-Self-Regulatory Organization (SRO) professor Claes Fornell, CFI Group is headquartered in Ann Arbor, Michigan. large organizations interact with their customers, driving down the overall Call Center Audit capabilities. 360'CRM's specialized IT solutions enable measurable Customer Experience It uses rigorous measurement science to diagnose its clients’ customer relationships, resulting in cost to serve whilst enhancing the customer experience. Recently improvement as well as bottom-line efficiency gains across the enterprise value chain; from initial exacting advice on actions that strengthen these relationships and improve clients’ overall recognized by Forrester as the global leader in process-centric customer service solutions, Sword Customer Contact through End-Results Reporting. Website: www.360crm.net financial performance. The CFI Group methodology is used as the basis for calculating the Ciboodle was also commended for expediting time to market by being the only vendor to score full American Customer Satisfaction Index (ACSI). CFI Group clients include Best Buy, British Telecom, marks in 'time-to-value' in CRM implementations. Clients that are already experiencing the tangible The Fraser Group, LLC is a management-consulting firm with extensive experience in U.S. Federal Government, UPS, Yahoo! and other leading companies around the world. Website: benefits of Sword Ciboodle, in a matter of days rather than years, include Standard Bank, Sears and helping operations and management improve performance based on voice of the customer www.cfigroup.com Vodafone. www.sword-ciboodle.com research. For over a decade, The Fraser Group has focused on research designs that provide actionable information to management in the areas of customer loyalty and satisfaction, The Taylor Reach Group, Inc. a call and contact center consultancy, Cicero Inc. provides software integration solutions for contact centers and customer relationship management (CRM) and employee satisfaction measurement and takes a ‘hands-on’ holistic approach to improving customer other complex information environments. Cicero solutions align underlying improvement. Clients of The Fraser Group include a winner and two site visit recipients of the interaction and call/contact center strategies, by examining every technology with business processes, streamline user interactions, improve Malcolm Baldrige National Quality Award. Website: www.TheFraserGroup.org aspect of the call/contact center interaction process. 150+ years of award winning contact center total productivity, assure completeness and compliance, reduce turnover, and raise knowledge- industry experience. We understand the ‘thousands of moving parts’ that make up a contact worker morale and effectiveness. Cicero’s technology serves thousands knowledge workers at Empower your employees with the skills and opportunities that give your center and appreciate that the contact center is the single most influential element in delivering Merrill Lynch, Nationwide Financial, and others, large and small. In one recent implementation, business a competitive edge. From module-based cohort offerings, to an effective customer experience. We deliver proven results, guaranteed ROI, driving operational Cicero integrated eight applications for nine hundred agents' desktops in just seven weeks and company-wide educational programs, discover how we can help your innovation. 14,000+ agent desktops globally employ TRG designed operational models. Website: reduced average call times by approximately 40 seconds. The results include improved customer organization implement learning solutions that address today's most critical needs-retaining valuable www.thetaylorreachgroup.com service and a $1 million per year operating cost reduction. Visit www.ciceroinc.com. employees, developing managerial abilities, executing critical projects, complying with regulatory mandates and enhancing technical skills. We combine expert instruction, personal attention and Seat Drop Sponsors: MicroAutomation is a leading systems integrator offering call innovative educational formats to create tailored solutions that can transform your employees' center technology solutions. Since 1991 MicroAutomation has performance. Tele Resources, Inc., is a 100% outbound telemarketing center and a designed, developed and implemented solutions worldwide in a variety of industries. Each solution • Choice of class formats. Courses may be offered at your site, at one of our 90+ locations, or multiple year member of the INC 5000, specializing in: fulfills our mission to enhance the customer experience through automation. Core services include: online for global access. • Self-Service IVR (outbound and inbound) to obtain information quickly and efficiently, authenticate • Flexible course schedules. Evening and weekend options are available to help balance business • Sales calls • Cross-selling or up-selling callers and reduce agent interaction time commitments and personal priorities. • Existing customer calls • Lead generation • Call Control and CTI options for improving the management of inbound and outbound calls, • On-going enrollment. Classes begin throughout the year with our convenient eight-week sessions. • Appointment setting • and more… Universal GUI and increasing agent efficiency Website: corp.keller.edu • Analytics and Reporting to monitor and maximize the performance in all areas of your call center Tele Resources, Inc., has over 30 years of experience in the telemarketing industry, and has Website: www.microautomation.com Sitel is a global Business Process Outsourcing (BPO) leader. The company meets provided services for numerous fortune 500 companies. Tele Resources, Inc. managed to reach clients' customer care and transaction processing needs through 60,000 associates in such success by providing the best in telemarketing services, hands on program management by Co-Sponsors: 27 countries. Sitel provides world-class solutions from on-shore, nearshore and the brightest minds in telemarketing, and a never ending commitment to quality. Make the right offshore locations across 155+ facilities throughout North America, South America, EMEA and Asia call with Tele Resources, Inc. Contact Mark Swanson today 1-888-698-8787 ext 114 at Contact Centers of America is a new concept in contact center services Pacific. The company's award-winning services provide clients with the strategic insight, scale and mark.swanson@telereasources.net. Website: www.teleresources.net designed by industry pioneer, Joe Jacoboni, and staffed by industry veterans who diversity of offerings to ensure the best return on their customer investment. The company is understand balancing customer satisfaction in shifting economic times. privately held and majority owned by Canadian diversified company, Onex Corporation. Website: Driven. Knowledgeable. Exceeds expectations. Just a few ways customers www.sitel.com describe DialAmerica. CCA delivers its proprietary solution, Extreme C-Sat 2.0, through a consultative operations With 50 years of experience, DialAmerica is widely recognized as the approach, hosted, on-demand technologies and a strategic workforce model, which uses “natural UNICOR, also known as Federal Prison Industries, was established by executive order world’s most successful teleservices company, providing comprehensive, cost-effective customer human resources” available in the United States – students, special needs individuals, retirees, stay- in 1934 with the goal of employing federal inmates in productive work, and training acquisition and care solutions for consumer and business-to-business marketers. We serve clients at-home parents and veterans, to bring jobs back to America. them in valuable job skills. As a self-sustaining, self-funded government corporation, in: financial services, communications, healthcare, pharmaceutical, technology, publishing, cause- UNICOR has supplied a wide range of quality goods and services to federal agencies for over 70 related marketing and more. We deliver highly-strategic programs, superior call representatives For more information visit http://www.contactcentersofamerica.com, call 1 877 999-6222 or email years. More recently, UNICOR has been authorized to partner with private sector firms currently and cutting-edge technology. We have also developed sophisticated compliance management info@CallCCA.com. sending work offshore or in lieu of sending work offshore. Website: www.unicor.gov programs to meet state and federal regulations. DialAmerica delivers the highest quality results and the lowest cost-per-transaction. Give us a call to experience real-world results. Website: CallMiner is the leader in advanced speech analytics providing business Cyber City Teleservices (CCT) provides cost-effective inbound and www.dialamerica.com intelligence to enterprise organizations from recorded customer conversations. outbound bilingual call center services delivering exceptional sales Eureka, the company's flagship product, is the only speech analytics solution conversions and service results through tailored offshore call center solutions. Allant is a leading Marketing Service Provider of integrated online and that automatically and accurately discovers the content, context and purpose of an entire Through our award-winning PCI & ISO certified call centers located in the Philippines, Panama and offline multi-channel database marketing solutions driven by best in class conversation and of every call, enabling companies to understand why customers call and how Colombia coupled with leading technologies, over 3,000 motivated employees and an unshakeable analytic, technology and marketing strategy capabilities. Allant’s Teleservices agents respond. With this knowledge, CallMiner customers are able to significantly improve focus on superior quality and sales results, CCT is the "Go-To” call center and BPO partner for a Solutions enable clients to: increase callable universe, reduce operational costs and minimize legal customer service, enhance agent quality, increase sales and impact marketing effectiveness. variety of industries. Website www.cctll.com exposure. Founded in 1984, Allant has built core competencies in data management, database Website: www.callminer.com services, analytics and channel strategy which are delivered by highly skilled professionals. At Pronto Connections, we help companies increase revenue and improve Website: www.allantgroup.com OSF Global Services is a dynamic IT Services & Consulting provider, offering customer satisfaction by acting as their internal customer service, order call center-dedicated solutions and services, including: IT support outsourcing, processing, and lead generation department. We answer over 3.5 million The power of the T-Metrics TM-2000 IP ACD Call Center is not just what software development & application testing, software integration services telephone calls a year 24 hours a day, in English and Spanish. We effectively we do BUT how we do it. The T-Metrics solution turns your current switch (service management, workforce management), CRM implementation and optimization, on- manage inbound email inquiries; Click to Talk and Web Chat transactions while providing custom into a fully functional ACD that can support advance Contact Center demand CRM & ERP development and business process automation (BPA) and optimization. The reporting on all activity. We work with Fortune 1000 consumer product companies, medical features. We use the customer’s existing switch’s current software release, phones (analog, company also has a strong background in IT consulting and enterprise applications that enhance companies and the best not for profits in the nation. Website: digital or IP) and wiring so switch upgrades do not have to be purchased to get the advanced business processes through unparalleled usage of technology as competitive leverage. OSF Global www.prontoconnections.com/inbound-call-center-services.html ACD features. We provide the capability to add more agents without purchasing additional Services was established in 2003, and is headquartered in Quebec, Canada with development licenses. We delight supervisors, streamline agent call processing and please your financial branch-offices in Romania and Ukraine. The company is ISO 9001:2008 certified and Microsoft Nuance provides tailored customer service solutions that support intuitive and people. Website: www.tmetrics.com Gold Certified Partner. Website: www.osf-global.com pleasing interactions between companies and their customers. Our full suite of customer care solutions – including speech-enabled IVR, full-service hosting, Attensity provides enterprise software applications based on deep text analysis SAP’s contact center solutions help companies worldwide to deliver efficient, proactive outbound notifications, routing and CTI services, desktop optimization to find, understand, and use information trapped in text to drive critical consistent and superior customer service. With the solutions, organizations can and business consulting – enable organizations with complex and evolving customer care operations decision-making. The comprehensive suite of applications addresses social integrate multichannel communications with all their customer-facing business to earn happy, loyal customers. Website: www.nuance.com media monitoring; collective intelligence in social media and forums; voice of the customer processes. They can more effectively manage resources across functions and locations, leverage analysis; customer response management; self-service and service portals; information retrieval corporate know-how, and give their customers a smooth, consistent experience across all avenues TeleTech® is the premier business process and customer interaction and discovery; risk and compliance; and intelligence analysis. With more than 500 installations of contact, including voice, text messaging, Web, e-mail, and mobile phones. SAP is the world's management specialist. We perform complex outsourcing activities across all worldwide, Attensity Group’s award-winning software is used by large government agencies and leading provider of business software(*), offering applications and services that enable companies aspects of the customer management lifecycle. By leveraging nearly three such innovative enterprises as Airbus, Charles Schwab, Bosch, JetBlue, Nokia Siemens Networks, of all sizes and in more than 25 industries to become best-run businesses. With more than 86,000 decades of experience, our enabling technologies, global best practices, and innovative human Royal Bank of Canada, Travelocity and Vodafone. Website: www.attensity.com customers in over 120 countries, the company is listed on several exchanges, including the capital strategies, we provide an array of front- to back-office support capabilities for the world’s Frankfurt stock exchange and NYSE, under the symbol "SAP." Website: www.sap.com most respected and recognized companies. Website: www.teletech.com Exhibitors Excend guides its Clients in implementing global outsourcing solutions in order to reduce costs, increase efficiencies, and to enable each Client’s key Building on more than 35 years of innovation, Texas Digital is proud to be a personnel to focus more of their time and resources on the activities that most leading provider of integrated communication solutions that deliver exceptional affect the Client’s competitive positioning. Excend assists its Clients in vetting and selecting third- value for the call center, cinema, distribution center, financial institution, help 10 REGISTER ONLINE AT WWW.CALLCENTEREVENT.COM OR CALL US AT 1-800-882-8684
    • About the Venue Registration Info ❑ YES! Please register me for the Gaylord Palms Hotel and Convention Center Web: www.callcenterevent.com 5th Annual Phone: 1-800-882-8684 Please register the following people from my organization: 6000 W Osceola Parkway, Kissimmee, FL 34746 Mail: International Quality & Reservations: 407-586-2000 Name Sales Office: 407-586-0000 Productivity Center Title Website: www.gaylordhotels.com/gaylord-palms 535 5th Avenue, 8th Floor IQPC has a reduced sleeping room rate for 5th Annual Call New York, NY, 10017 Company Center Summit participants. The group rate of $199++ per night is for single and double occupancy, and is available 3 days Telephone Fax prior and post event dates. Please book before January 4, 2010. Email: info@iqpc.com Rate is subject to availability. Email Mailing Address City/StateZip Register By Register by Pricing 11/20/09 12/18/2009 Standard Pricing (use separate sheet for additional attendees) Main Conference Only (save $800) (save $200) $999 $1,599 $1,799 Payment Information Total Price for Your Organization All Access Pass (save $2,645) (save $2,045) (save $1,845) ❑ VISA ❑ M/C ❑ AMEX (Add total of all individuals attending): $1,899 $2,499 $2,699 Card Number: Exp. Date: Workshop/Site tour Only $549 each $549 each $549 each Name On Card: CVM Code: * All Access Pass provides you with complete access to everything that the conference offers, including the main conference, all available workshops and Signature: site tours, lunches and networking opportunities. Billing Address if Different From Above: Media Partners City/State/Zip: Important! To speed registration, provide the customer registration code located on the back page—even if it is not addressed to you! Please note that multiple discounts cannot be combined. A $99 processing charge will be assessed to all registrations not accompanied by credit card payment at the time of registration. MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC * CT residents or people employed in the state of CT must add 6% sales tax. Details for making payment via EFT or wire transfer: JPMorgan Chase Penton Learning Systems LLC dba IQPC: 957-097239 Web Exclusives on ABA/Routing #:021000021 www.callcenterevent.com Keep in Contact with Us! Reference: Please include the name of the attendee(s) and the event number: 10622.004 Payment Policy: Payment is due in full at the time of registration and includes lunches, refreshments. Your registration will not be confirmed until payment is received and may Follow us on be subject to cancellation. • Speaker Bios • Video & Audio Please go online to: www.iqpc.com/cancellation to view our cancellation policy http://twitter.com/callcenterevent Testimonials from Past Scholarships Available: IQPC sets aside a limited number of discounts that may be • Speaker Q&As Events applied to its conferences for delegates from the non-profit sector, government and military organizations and academia. For more information about scholarships to this • Company Information Join the Group: event, please call Customer Service at 1-800-882-8684. • Sneak Peek of Call Center Customer Management IQ Special Dietary Needs: If you have a dietary restriction, please contact Customer Service • Past Brochures Week 2010 at 1-800-882-8684 to discuss your specific needs. ©2010 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham Act and common law principles. 11
    • International Quality & Productivity Center ❑Yes! Please Register Me For 535 5th Avenue, 8th Floor New York, NY 10017 5th Annual ❑ Main Conference Only ❑ All Access Pass ❑ Workshop/Site tour Only Your customer registration code is: When registering, please provide the code above. Things to do at the Summit: ❑ Discover whether my peers share my challenges and how they are trying to overcome them at the ever popular Roundtable Discussion Groups ❑ Learn new strategies for reenergizing/empowering staff after a tough year and driving employee engagement ❑ Experience three new site tours of leading call center operations ❑ Develop my career by learning the tools that are going to take 5 EASY WAYS TO REGISTER: our Call Center and Customer Experience to the next level! 1 Web: WWW.CALLCENTEREVENT.COM ❑ Meet new peers and colleagues who can empathize with my 2 Call: 1-800-882-8684 challenges and offer their insights into solutions 3 Email: info@iqpc.com ❑ See the latest and greatest solutions to my technology 4 Fax: 1-646-378-6025 solutions 5 Mail: IQPC 535 5th Avenue, 8th Floor 10622.004/KV New York, NY 10017 present the… 5th Annual January 26-29, 2010 | Gaylord Palms Hotel & Convention Center | Orlando, FL Leveraging the Customer Experience to Fuel Growth, Engage Employees and Increase Revenue Critical Themes and Topics for this year: • Position the call center as the driver of your organization’s VOC process • Create a compelling vision to drive your contact center • Develop a winning culture that energizes and empowers employees while and company to world class excellence inspiring them to achieve excellence • Build a customer centric culture by integrating your • Learn best practices for leveraging social media during customer interaction technology and associates at all levels of the organization • Assess available technology for optimized efficiency, increased agent • Realize bottom line efficiencies and top line growth in a performance and improved customer experience multi-channel world Sponsored by: