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I have Guest passes available that waive $1999 registration fee. Send me I note if interested. sean.hundt@iqpc.com

I have Guest passes available that waive $1999 registration fee. Send me I note if interested. sean.hundt@iqpc.com

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Call Center Week Call Center Week Document Transcript

  • January 24-27, 2011 Doubletree Resort Orlando-International Drive Orlando, Florida Embracing the Megatrends & Transforming the Contact Center • Leverage social media to reduce calls, drive strategic direction and measure ROI • Gain the insight and skills to stay ahead of contact center evolution • Discover advanced methodologies to ensure no contact channel becomes neglected • Realize cost and efficiency savings and demonstrate the ROI of technology investments • Create a culture that inspires world-class excellence and drives customer experience All New Features of the Summit 2011: • New speakers, including Keynotes from Gina Debogovich John Roddy Steve Riddell Joshua “Sipp” Sippola Senior Manager, Senior VP/CLO VP of Operations TalkToQwest Team Lead Communities Logistics & Distribution Blinds.com & Social Media Strategist Best Buy Arhaus Furniture Qwest • New interactive learning formats • New tracks on The Power of Social Media and Shoring, Sourcing and Staffing • New site tours to Loews Hotels at Universal Orlando and World Travel Holdings Sponsors: To Register Contact Sean 416-597-4740 or sean.hundt@iqpc.com
  • January 24-27, 2011 Doubletree Resort Orlando-International Drive Orlando, Florida Dear Contact Center Executive: Year over year, we have built our programs based around our attendee’s feedback, successful previous sessions and continuous research in call center management. This year, Call Center Week presents The Summit to take it to a whole new level. We’re looking at the changes facing contact centers and addressing them head on. What’s your social media strategy for communicating in the public domain with customers wanting instant gratification? How effectively are you communicating with customers in a multichannel environment? How are you leveraging social media to reduce contact center calls and drive the strategic direction of your business? What technology are you leveraging to enhance service and efficiency? The way customers want to connect with you is changing. In 4-5 years, will customers still want to call you or will they be using self service or want to connect through a different medium (eg social media, chat)? What should we do now to prepare for this trend? Eventually, call centers won’t be transaction centers; they will be relationship centers. This event is designed to provide the insight, skills and strategy needed to embrace the megatrends and transform the call center. Let’s get ready for 2015! Let’s think of The Summit 2011 event as a journey on a train. The first step we’ll take is to make sure you run your train efficiently and on time. We’ll cover many critical issues addressing the operational side of contact center management. The second step is to help you actually reinvent the transportation system. Are you embracing the mega trends and figuring out how you will provide outstanding service to customers across all channels? Who are you hiring and developing in order to meet this next generation of opportunities? Get ready for learning, networking, problem-solving and strategizing. Our innovative learning formats will enable you to learn from speakers, from each other, and even from your own brainstorming ideas. I look forward to growing with you and getting ready for the call center of the future! See you in Orlando, up to T eam discounts ilable! Lisa Schulman 50 % off are ava details. ge 11 for more Executive Producer and Sector Leader Customer Management IQ, a Division of IQPC See pa 2 To Register Contact Sean 416-597-4740 or sean.hundt@iqpc.com
  • THE SUMMIT IS PLEASED TO INTRODUCE NEW LEARNING FORMATS The Summit wants to make sure you extract the most information from every session, maximize the time you spend at the event and enhance your professional development. ROADMAP TO LEARNING INNOVATION IMPROMPTU PANELISTS FROM THE AUDIENCE Our keynote speaker will help you create a strategy for growth. Participants will share their challenges, dissect live customer calls and see how speech analytics identifies those challenges to develop process improvements. ROUNDTABLE DISCUSSIONS – BACK BY POPULAR DEMAND! Our peer-to-peer roundtable sessions are designed to provide an BINGO GAME open forum to discuss your challenges and potential solutions. Interactive bingo game designed to promote learning through game play BLUEPRINT! LIVE DASHBOARD CREATION Our distinguished speaker will show you how to collate 45 IDEAS IN 45 MINUTES verbatims, surveys, and NPS Scores in a take home dashboard. It’s an idea per minute, raining dozens of new possibilities to utilize for your operation. “GROUP THERAPY” INTERACTIVE SESSIONS The session leader will set a scenario around a timely issue PARDON THE INTERRUPTION within the industry and will document the solutions brought to An innovative, fast-paced learning model patterned after the the floor by the audience. ESPN Sports Show PTI-Pardon the Interruption will enable participants to touch on many topics with timed discussions. KNOWLEDGE EXCHANGE - NEW LEARNING FORMAT! The audience shares strengths, successes and growing or WORKSHOP TOOL-BASED LEARNING implementation “pains.” Workshops are hands-on practical sessions that allow for examples to be presented and tools to be tested and implemented in a learning environment. PANEL SESSIONS Several industry experts give a cross-functional look at a particular topic, lending itself to hearing many different viewpoints. LIVE COACHING SESSION Live mock coaching session designed to actually demonstrate how to coach your way to world-class excellence. TRADITIONAL CLASSROOM SESSIONS A traditional lecture format or case study. QUESTION & ANSWER SESSION CASE STUDY ? Live mock coaching session designed to actually demonstrate how to coach your way to world-class excellence. It’s the tried and true method of teaching at top Business Schools! Only in school, you’re reading and analyzing it. At The Summit, you’ll hear the case study – live – straight from the source. SITE TOUR Board the Bus for an exciting opportunity to visit a leading company and find out what makes their company so successful. LEARNING MAP GAMEBOARD WITH INSTRUCTIONAL CARDS Our speaker will share a learning map designed to engage other operational departments in enhancing the customer experience. Connect With www.twitter.com/CallCenterEvent Call Center Week Our Call Center Communities! IQPC’s Call Center Week www.CallCenterConference.wordpress.com COME SEE THE TWITTER WALL! A Twitter Wall allows you to be heard at the event without having to stand up in front of a crowd of people. We’ll be using #CCSummit leading up to the event and onsite to add to the conversation! Be sure to tweet along and check out the Twitter Wall in the exhibit hall at the event! 3
  • Pre-Conference Workshops Monday, January 24, 2011 All new workshops & site tours! More on page 9… 8:00 - 11:00 (Registration at 7:30) A It’s Not Just a Contact Center – It’s a Business What you will cover: • How to transition your contact center from a cost center to a revenue • What is the direct link between your contact center and your contributor. organization’s ability to generate revenue? • How to align your contact centre operations with your overall business, • How do you determine the relative weighting of each of the three contact marketing and sales strategy. center functions: revenue development, customer experience, and operational efficiency; and how do they match up with your core objectives? In this interactive, hands-on workshop, participants will have the • Case Study: How did a large contact center transform itself from a opportunity to utilize several tools and templates to help them understand transactional cost focused organization into a revenue development and apply the concepts presented. business? John Bardawill What you will learn: Managing Director • How a simple reframing of your contact center business strategy can lead TMG International Inc. to a more profitable business. 11:15 - 2:15 (Registration at 11:00) Lunch will be provided B Best Practices for At-Home Agent Program Success At-home contact center agent programs are proven to dramatically reduce • How to optimize quality assurance with proven remote quality monitoring operational and labor costs, ensure business continuity, reduce agent and calibration techniques attrition, and optimize their workforce efficiencies and productivity. • What the most critical Key Performance Indicators (KPIs) are According to Ventana Research, 26% of contact centers today already use • How to manage quality and optimize the performance of your work-at- work-at-home agents - there are over 500,000 at-home agents in the US home agents alone and that number is projected to double in 2011. • Crucial technologies for managing the quality, performance, PCI-DSS compliance and security of your work-at-home agent program What you will cover: • Key components of the business case, ROI and strategy for a work-at- Attend this interactive session and learn from the leading practitioner’s home agent model experience – Michele Rowan, former VP of Hilton Hotels will be sharing industry wide experiences from 150+ clients and colleagues who have Patrick Botz participated in Home Agent Workshops from Customer Contact Strategies. Vice President, Workforce Optimization Voice Print International, Inc. What you will learn: • How to effectively hire, train, coach, connect with, recognize and reward Michele Rowan work-at-home agents while reducing training costs - discover what Former VP remote agents really prefer and expect Hilton Hotels 2:30 - 5:30 (Registration at 2:15) C It’s Not Just a Contact Center – It’s a Business What you will cover: Steve Kraus In today’s world of increasing communication channel complexity and Sr. Director, Product Marketing higher customer expectations, customer service executives are challenged Pegasystems to achieve their business goals. Jeff Akin What you will learn: Contact Center Business Consultant Join Pegasystems to understand how to: Pegasystems • Achieve customer service agility • Close the gap between your vision and system execution. Learn how to remove traditional barriers to success such as long implementation times, excessive need for IT, mis-translated requirements and inflexible systems that resist change. 4 To Register Contact Sean 416-597-4740 or sean.hundt@iqpc.com
  • Main Conference Day One Tuesday, January 25, 2011 7:00 Registration and Coffee 10:30 KEYNOTE: Innovation Plus Motivation = Success: iPads, Workforces and the Digital Age of Customer Service 8:00 Chairperson’s Opening Remarks Arhaus Furniture believes in always looking for improvements that benefit customers and employees. They recently put iPads into the 8:15 KEYNOTE: Social Media – It’s Future and How Best Buy hands of burly furniture delivery guys to create a new customer Leverages it to Deflect Contact Center Calls experience and better internal work flows. The business has tripled in Our distinguished speaker leads a team of employees who are size, and loyalty is exceptionally high among responsible for the day-to-day operations of customer-facing online employees and customers. Increase customer satisfaction by 15% communities across a variety of Best Buy Brands. Find out how to: • How to save millions of dollars, boost brand • Shift calls to social media channels while cutting costs! reputation and improve customer service • Engage in brand building online discussion • New tools, like the iPad, that open exciting opportunities • Harness the power of online conversations to inform business • How to build a culture that supports innovation decisions • Where to start when making a change, and the roadmap to success • Turn detractors into brand advocates • The hidden price consumers and companies pay due to bad service Gina Debogovich John Roddy Senior Manager, Communities Senior Vice President/CLO Logistics & Distribution Best Buy Arhaus Furniture 9:00 KEYNOTE: Shifting Call Centers from “Operational” to 11:15 Peer to Peer Moderated Roundtables “Inspirational” Completing a Call Center eVALUEation -- What is your Call Center • ALIGNING GOALS, METRICS AND ACTIVITIES AROUND REALLY Doing for You? SOCIAL MEDIA Is your call center generating new leads? Incremental revenue? • DIGITAL STRATEGY- GETTING READY FOR THE FUTURE Customer loyalty? Upsell opportunities? Why Not? Competitive WORKFORCE companies looking for an edge in today’s fiscally tight marketplace are looking for ways to make call centers more than an operational expense. • THE SUPER SKILLED CALL CENTER AGENT Call centers represent thousands of golden touches with clients each day • BACK TO BASICS: MASTERING THE FUNDAMENTALS that can be turned into a way to nurture client relationships in order to Kimberly Warrick, Client Service Center Manager, NJ SHARES build loyalty, brand preference and more revenue and profit. • Leverage Call Centers as a TOOL and ENGINE for customer • FIRST CONTACT RESOLUTION relationship management, revenue growth, enhanced profitability • GETTING READY FOR 2015 and customer satisfaction • Turn every call into a mutual value proposition • DRIVING BUSINESS VALUE BY UNDERSTANDING KEY • How to take the risk out of outsourcing your call center CUSTOMER AND PROSPECT EXPERIENCES • Key factors in selecting a call center partner • How to incent call center partners on metrics that matter • DELIVERING CONSISTENT CUSTOMER EXPERIENCE IN A MULTICHANNEL ENVIRONMENT Joe Jacoboni President • CALL CENTER CULTURE Contact Centers of America • INTEGRATING SOCIAL CRM AND TRADITIONAL CONTACT Carrie Maurer CENTER SERVICE DELIVERY Senior Vice President Michelle Brown, Vice President of Product BabytoBee, An Inuvo Company Management, Stream Global Services 9:45 Morning Networking Break 12:25 Networking Luncheon Concurrent sessions begin. Choose Track A, B or C Track B: TALENT MANAGEMENT TRACK A: THE POWER OF SOCIAL MEDIA Chairperson: Barry Maners, Managing Director, Track C: TOOLS, TECHNOLOGY, STRATEGY The Fraser Group 1:40 Leveraging Social Media to Drive First Contact Resolution Strategies Research Results – Getting Bang for VOC to the C-Suite for Enhancing Agent Development – the Buck Don’t miss the opportunity to gain a blueprint Everybody Wins! This overview of research results will help you of social media strategies in order to be a Find out how BNSF Railway, a transportation understand the trends in contact center superstar at your company! provider with 38,000 employees, is leveraging satisfaction and the elements driving • Understanding the landscape of free and customer contact data to identify process failure satisfaction. paid tools and make sure the fix is consistent going forward. • Understand where to place your emphasis • Integrating social media into call center • Reducing the number of contacts and to get the biggest return on investment analytics improving business operations • Trends in contact center satisfaction • Creating a dashboard “hive” that captures: • Enhancing agent education and involving • On-shoring versus off shoring – what’s competitive analysis, industry news, call them in becoming part of the solution working, what’s not center news, surveys and social chatter • Elevating the role of the rep to problem solver Find out how to tie satisfaction to financial • Providing your C Suite with the Voice of the and empowering them to work with internal metrics. Social Customer needed to drive the ship departments for process improvement Sheri Teodoru If you are struggling with gaining • Reducing call volume and freeing up agent President and CEO management support or demonstrating the time for more strategic tasks CFI Group ROI of social media efforts, then this is a not In this interactive group therapy session we’ll to be missed session! learn best practices for growing agent talent! Michael Biondo Kathy Novak Vice President, Customer Director of Equipment Utilization Operations, Thumbplay BNSF Railway 5
  • Track B: TALENT MANAGEMENT TRACK A: THE POWER OF SOCIAL MEDIA Chairperson: Barry Maners, Managing Director, Track C: TOOLS, TECHNOLOGY, STRATEGY The Fraser Group 2:35 Becoming Facebook Fans and True Listening Posts – Acting on VOC Panel Discussion: Improving Contact Representatives of your Brand Data to Improve the Customer Center Performance through Our prospects and customers are evolving and Experience Dashboards and Digital Signage have embraced the fast-growing social media CareFusion runs a technical b to b support This panel will address how communication landscape as an extension of personal and center serving hospitals and pharmacies. Find of real-time data along with other multi- professional marketing research. Prospects out how to listen to customer feedback and media content can improve agent are starving for direction and word of mouth create an opportunity for mastering customer productivity (in-house & home-based), agent recommendations – people are taking expectations and improving internal morale, and customer service. feedback from unknown social media posts products/processes. Find out how listening to • Provide visibility to key metrics in various and incorporating this logic into their the VOC and conducting root cause analysis areas of your business to drive productivity shopping and buying strategies. can help you achieve: and improve service • Encouraging customers to share their • Greater accountability at every level • Use existing technologies to do more, success stories – let it out! • Integrated ownership of the customer improve communication with your agents, • Create a win/win environment for your experience and drive improvement with better feedback customers and company • Ability to work more closely together • Enhance "team approach" by consistently • Provide incentives to customers that are • Increased tolerance level of customers communicating goals and performance in a assisting with new customer acquisitions • Discover how to tailor your resources to dynamic fashion • Be open to communicate via multiple social what the customer actually values – not Matt Wheat media sites - One size does not fit all what you think is important to them. National Sales Manager • Allow your customers to become “the Denise M. Cunningham Texas Digital experts” of your product Director, Technical Support Center Jimmy Tucker Frank Burhance CareFusion, Pyxis Products Process Manager Department Head – Customer Service Lennox International Operations MyPublisher Quyen Tran Project Lead Lennox International 3:25 Afternoon Networking Break 4:10 Harnessing the Power of Social Leveraging Speech Analytics to Realizing Cost and Efficiency Savings Media Customer Service to Retain Drive Targeted Agent Training and Demonstrating your ROI and Acquire Customers and Coaching It is clear that we are all Find out how the convergence of social media In this case study, you’ll find out how to “under the gun” to prove Leverage a shared and marketing is getting closer based on how employ Speech Analytics to identify and rank our value and demonstrate services model the customer is changing. This session will agents on key skills and target training and the ROI of our departments address how to address & catalog negative coaching to improve usage of those key skills. and technology investments. We’ll start off and positive customer feedback through • Identifying the key skills that distinguish top with a case study if how the The Charmer social media. Discover how to increase your performers from bottom performers in Sunbelt Group (CSG) one of the nation's customer’s satisfaction, reduce costs and drive terms of customer satisfaction and revenue leading distributors of fine wines, spirits, raving fans to refer you to thousands of • Correlating skills with outcomes of calls beers, bottled water, and other non-alcoholic potential customers with a click of the button. • Mapping those key skills to the phrases they beverages, transitioned 7 Business Units in consist of less than 1 year to a centralized call center, With the emergence of social media as a • Scoring agents and balancing the customer operating in a shared services model. support channel, few best practices are satisfaction and revenue goals of the call • Demonstrating the ROI on technology documented and often considered tacit center investments knowledge. Group participation, networking • Integrating agent skills with coaching models • Recording baseline performance metrics and live tweeting is ENCOURAGED! • Gaining efficiencies through consolidation Mike Miller • Sustaining service through consolidation by Michael Pace Vice President, Customer Strategy developing a business continuity plan Director of Customer Support UTOPY Constant Contact Kelley Gilbert David Friedlander Director, Corporate Customer Vice President, Operations Service Healthcare Revenue Recovery The Charmer Sunbelt Group Group (HRRG) 5:05 KEYNOTE: A Cross-Functional Team Approach to Enhancing your Customer’s Experience In this session you will hear how a team of Directors at CareSource, one of the largest Medicaid Healthcare plans in the United States worked cross- functionally to create the “Ideal Member Experience”. Staffing is a challenge in every call center and was a particular issue for this initiative as they were charged with reducing average speed of answer, maintaining high quality, and achieving a 5% administrative cost ratio. In this session you will learn about the approach CareSource took to ensure a high level of customer satisfaction while eliminating unwarranted calls. You will also be shown a new and creative training process that engages cross-functional teams. • Leveraging member feedback to create the ideal customer experience • Engaging other departments to enhance your customer’s experience and reduce unwarranted calls • Utilize a training process called discovery learning in the form of a “Learning Map” to allow cross functional team 46% reduction in unwarranted calls members to engage in dialogue, critical thinking and problem solving conversations Kim Gibson Director, Service Operations CareSource Jackie Smith Director, CareSource University CareSource 5:55 Networking Cocktail Reception 6 To Register Contact Sean 416-597-4740 or sean.hundt@iqpc.com
  • Main Conference Day Two Wednesday, January 26, 2011 7:15 Registration and Coffee 9:00 KEYNOTE: Live Customer Calls & Speech Analytics in Action The Summit will select 2 registrants from diverse industries. Each will 8:05 Chairperson’s Opening Remarks submit 500 calls in advance to our speech analytics sponsor. In this exciting keynote, panelists will share their challenges, dissect live customer calls and 8:15 KEYNOTE: Coaching Your Way to World Class Results see how speech analytics identifies those challenges to develop process With the economy sputtering and organizations facing layoffs and improvements. Discover why deep diving into specific calls can help you downsizing, Blinds.com has managed to double their size and identify customer problems and provide a road map of opportunities. achieve award winning results. Blinds.com is the largest seller of Jeff Gallino blinds an window coverings on the internet in both the U.S. and Co-founder and CEO Canada and the largest internet based organization in Houston, CallMiner Texas. This is a must attend session if you want to learn: • How to achieve double digit performance improvement and close 9:45 Morning Networking Break rates (His team averages over 35% Close Rates, up from 12% just 3 years ago) • How to Coach everyone in your organization...everyday...with an 10:30 KEYNOTE: Measuring the ROI of Social Media Efforts and Its Return on Objectives emphasis on Skill Development Believe it or not, a lot of companies still see Featuring live video • Why it is important to focus "Competence" rather than social media as a fad and think it may go away. chat with a Qwest "Compliance" with Sales and Customer Service people social media expert As more and more people understand social • How to create a culture that inspires employees and mirrors award media and realize the benefits, the more winning organizations like Blinds.com, Zappos.com and permanent it becomes. Find out how to prove the worth of social media Vegas.com strategists to senior management and demonstrate that you’re not just • How to achieve year over year performance improvement with “playing on Facebook” all day. every one of your call center staff • driving sales conversions with social media • turning super negative customers into advocates Steve Riddell • quantify how utilizing social media to connect with customers translates VP of Operations Blinds.com into a significant rate of customer retention Discover why it’s important to design a social media strategy instead of jumping into swim and dog paddling to stay afloat. Joshua "Sipp" Sippola TalkToQwest Team Lead & Social Media Strategist Qwest Concurrent sessions begin. Choose Track A, B or C TRACK B: TALENT MANAGEMENT TRACK A: 3S’s – SHORING, SOURCING & STAFFING Chairperson: Barry Maners, Managing Director, TRACK C: TOOLS, TECHNOLOGY, STRATEGY The Fraser Group 11:20 PANEL DISCUSSION: Right Shoring Is your Center Having Fun While 45 Ideas In 45 Minutes – Best and Right Sourcing Focusing on Performance? Practices For Improving Performance Where do you want to be touching your In January 2010, Bluegreen, a leader in the You’ll collect insights, tips and techniques at a customers and who do you want to touch vacation time sharing industry, rolled out a dizzying pace with this “idea-per-minute” them? What does location mean from the formalized incentive program based on format in which Contact Center experts will following standpoints: management, training, performance. Find out how they hired a equip you with dozens of new ideas. technology, and performance? dedicated person responsible for managing • Uncover best practices and ideas to improve • Selecting the right shore – near shore, off financial and performance metrics, driving efficiency in your contact center. shore, on shore or no shore (at home agents) results and creating fun activities around • See examples of what worked and what • New vendor selection strategies and risk driving performance. didn’t work mitigation • Bolstering employee morale and • Get ready in your contact center for the • Relationship management and governance camaraderie while driving performance social media explosion • Political landscape – current administration’s • Developing incentives, themes, rewards, • Learn how “upselling” is what your anti-sourcing posture recognition while measuring results customers WANT • Ramifications of proposed legislation on • Following tax incentive laws • Understand how employee performance in taxing offshore calls . What impact will • Developing cost effective and even free the contact center isn’t all about attendance proposed legislation they have on your incentives any more business costs and vendor relationships? This session will include a bingo game • Obtain key metric tips for tracking success Frank J. Casale designed to illustrate the key elements of an Timothy J. Holody Founder, CEO incentive, reward and recognition program. COO/General Manager The Outsourcing Institute Angela Blevins Seta Corp (Palm Beach Jewelry) Tim Searcy VP, Club Services Robert Goupil CEO Bluegreen Director- National Contact Center American Teleservices Association Hair Club Claudia Lowman General Manager, Global Consumer Customer Support RealNetworks, Inc. Jasen Shirley Senior Manager, Contact Management Sales Cross Country Home Services 7
  • 12:10 Networking Luncheon TRACK B: TALENT MANAGEMENT TRACK A: 3S’s – SHORING, SOURCING & STAFFING Chairperson: Barry Maners, Managing Director, TRACK C: TOOLS, TECHNOLOGY, STRATEGY The Fraser Group 1:15 Ramp Camp – Preparing for Talent Management - Growing High Leveraging Technology for Seasonality Potential Associates and Leaders Operational Efficiencies - Are you Our distinguished speaker is responsible for •Process for identifying high potential using it? the performance and relationship of 7 BPO Associates in CARE WPS Health Insurance, a Wisconsin based partners in 5 countries. Each of these • Providing Associates with opportunities to not-for-profit health insurance company, is partners have 20-50 FTE during off peak grow/develop different forms of available technology to periods. This session will address challenges • Peveraging talent in other areas of the make sure that they meet operational and opportunities, including: business to lead core areas in Customer Care efficiencies goals. Barb has some strategies • Selecting and managing partners that have Find out how leaders are changing Customer that can apply to any industry. Join her Q&A the scalability from a labor, technology and Care, bringing different ideas to the table and session to find out if you are using organizational support perspective. leveraging their relationships in the broader technology to help out your organization or if • Maintaining sales conversion, high English organization to gain buy-in and support it just sitting there waiting to be noticed. quality and a transparent customer Customer Care’s strategic plans. • Aligning coaching and training experience when compared to our internal • Evaluating agent responses based on Fawzia Drakes agents. customer feedback and analytics Director, Customer Care Operations Find out how to find the right partner, export • Going beyond meeting first contact LoyaltyOne Air Miles Reward Program your culture and meet the demands of peak resolution standards periods. Kelly Smith • Delivering bottom line benefits by retaining Director, Customer Care Support customers and attracting new businesses Darren C. Lyons LoyaltyOne Air Miles Reward Program • Using your IVR in a proactive manner Director of Outsourcer Customer • Social media opportunity - keeping the pulse Experience 1-800flowers.com Barb Bleiler Director, Member Services WPS Health Insurance ? 2:05 Afternoon Networking Break 2:50 KEYNOTE: Re-Visioning World Class Customer Service with Technology Organizations are being challenged from every direction and there’s demand for the highest level of customer service now, more than ever before. It is even more challenging to provide exceptional customer service when utilizing level or reduced resources in the Contact Center- which often results in an unsatisfactory customer experience. Take the opportunity to turn it around by leveraging technology to provide world-class customer service. • Guide to using Call Center Data to strategically influence online Portal enhancements and increase online usage, which in turn decreases calls • Insight on how to leverage Proactive Click to Chat to increase sales and customer satisfaction • Tips on utilizing a Virtual Agent to reduce call volume and increase self-service • Best practices to optimize utilization of Social Media to reduce call volume John Cushman Vice President AT&T eSales & Service 3:40 KEYNOTE: Millenials: “KNOW ME OR NO I” First we had the Baby Boomers (’43-’64), then the Gen Xers (‘65-‘82) and now we’re facing the Millennials/Net Generation/Gen Ys (’82-’02) who are changing the way we interface from a business perspective. It’s critical to understand the makeup and psyche of your employees and your customers from a generational perspective. Find out how to meet today’s needs of internal and external customers and be prepared to meet tomorrow’s needs. • Understanding the driving factors of Millennials • Matching today’s technology to the information age • Speaking to your customers and employees in their own social media languages in Facebook, Twitter, LinkedIn and MySpace Stuart Beame Director, Student Information Services & Information Center Central Piedmont Community College 4:25 Main Conference Concludes 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 all to hear such diverse perspectives. It allows us to see gaps in a lot of our departments by comparing all the different aspects that we need to know about. – Mark Verna, Manager of Customer Satisfaction Loyalty, Sprint Nextel "I had a tremendously outstanding time! The fresh ideas and wonderful sessions and people were so good for my mind. It was a great opportunity to be around such positively charged and righteously motivated individuals in my own professional, that really understand and appreciate what we do! – - Stuart Beame, Director of the Student Information Center at Central Piedmont Community College 8 To Register Contact Sean 416-597-4740 or sean.hundt@iqpc.com
  • Post-Conference Site Tours and Workshop Thursday, January 27, 2011 8:15-11:15 (Registration at 7:45) D Reigning in the Multiplying Multi-Channel Contact Center Using targeted and integrated metrics to maintain extraordinary customer These points will include: service across all channels. • Identifying KPIs that align with your Mission Statement • Efficient workload distribution for evolving contact channels As contact centers continue to evolve and add channels of communication, • Determining the impact of adding contact channels the approach to workload distribution, staffing, metrics and analytics of • Differentiating productivity from performance across various media only the phone and email contact center become antiquated. Discover the • Incorporating process engineering to maintain efficiencies advanced methodologies to ensure that no channel of contact becomes • The ultimate metric neglected. An innovative, fast-paced learning model patterned after the ESPN Sports Show PTI-Pardon the Interruption will enable participants to WHAT WILL YOU LEARN: touch on many topics with timed discussions, while allowing time at the Mr. Flores will facilitate this high energy session to engage participants in end of the session to circle back and expound on the hottest topics. identifying opportunities for maintaining control in the ever-evolving contact center world. WHAT WILL YOU COVER: Mr. Flores will review the numerous factors to consider when Darryl Flores establishing your strategy in the multi channel contact center. Workforce Manager and Consultant SWBC 8:15-11:15 (Registration at 7:45) OR E SITE TOUR: Loews Hotels at Universal Orlando CENTRALIZING LABOR TO CREATE ECONOMIES OF SCALE Discover how the center is realizing a more consistent provisioning of guest This site tour will include a walk around tour of the facility, a presentation service and adherence to brand standards and internal SLAs. and a question and answer period. Find out how the center is centralizing offsite room service order–taking and realizing economies of scale. Robert Wainwright • Creating economies of scale from a labor perspective – realizing savings in Senior Communications Manager costs of hiring and physical staffing Loews Hotels at Universal Orlando • Employing virtual machines rather than actual physical terminals for the required three active POS sessions **Only 45 seats available for the Loews Hotels Site Tour. • Reducing training expenses by only needing to train once on the actual Please make sure to specify if you will be attending at system expenses registration to confirm participation.** 11:30-3:15 (Registration at 11:15) Lunch will be provided F SITE TOUR: World Travel Holdings, Inc. Co-founded by Brad and Jeff Tolkin in 2005, World Travel Holdings (WTH) an industry leader, we're able to secure the best possible rates for our is a multi-brand travel distributor with executive offices in Port Washington, customers. And we're so confident that our rates can't be beat, we offer a New York and corporate offices in Wilmington, Massachusetts. Branch best price guarantee for extra peace of mind. offices are located in Florida and Virginia. The site tour of the Altamonte Springs, FL call center will focus on: World Travel Holdings' owned brands include CruisesOnly, Cruises.com, • Management of multiple agent roles selling and servicing multiple brands Rooms.com, Vacation Outlet, CruiseOne, Cruises Inc., and Villas of within one center Distinction. WTH's portfolio of licensed partner brands includes BJ's Travel, • Ramping up staffing from an annual low point in late summer to an Orbitz Cruises, Priceline.com Cruises, American Airlines Cruises, annual maximum during the first quarter of the year continental.com cruises, and many others. • Our ‘Customer Connection’ sales methodology As one of the nation's largest online and offline leisure travel companies, Karen Reynolds WTH interacts with hundreds of thousands of customers each year. We Customer Care Directo deliver a remarkable vacation experience for every kind of traveler, offering World Travel Holdings everything from luxurious villa and resort getaways to top-brand cruises visiting the world's most popular destinations. Customers can book 24/7 Jamie Unger on our user-friendly websites and by calling our highly trained experts. As Group Sales Manager World Travel Holdings It was certainly an exciting learning process for me personally and professionally – Lisa Jones, Supervisor, Group Retirement Services Call Center, Sun Life Financial Sponsors: 9
  • About Our Sponsors CallMiner is the leader in advanced speech analytics providing business Firstsource offers a complete client life cycle outsourcing solution intelligence to enterprise organizations from recorded customer comprised of five vertical components: (1) Research and Analytics; (2) conversations. Eureka, the company's flagship product, is the only speech Customer Acquisition; (3) Customer Services; (4) Fulfillment and (5) Billing analytics solution that automatically and accurately discovers the content, context and purpose and Collections. We have assisted industry leaders in lowering their of an entire conversation and of every call, enabling companies to understand why customers operating costs and more effectively managing their cash flows through our customizable call and how agents respond. With this knowledge, CallMiner customers are able to significantly outsourcing solutions. Website: www.firstsource.com improve customer service, enhance agent quality, increase sales and impact marketing effectiveness. Website: www.callminer.com The Taylor Reach Group, Inc. a call and contact center consultancy, takes a ‘hands-on’ holistic approach to improving Contact Centers of America is a new concept in contact center services customer interaction and call/contact center strategies, by examining designed by industry pioneer, Joe Jacoboni, and staffed by industry veterans every aspect of the call/contact center interaction process. 150+ years of award winning contact who understand balancing customer satisfaction in shifting economic times. center industry experience. We understand the ‘thousands of moving parts’ that make up a CCA delivers its proprietary solution, Extreme C-Sat 2.0, through a consultative contact center and appreciate that the contact center is the single most influential element in operations approach, hosted, on-demand technologies and a strategic workforce model, which uses delivering an effective customer experience. We deliver proven results, guaranteed ROI, driving "natural human resources" available in the United States - students, special needs individuals, operational innovation. 14,000+ agent desktops globally employ TRG designed operational retirees, stay-at-home parents and veterans, to bring jobs back to America. For more information visit models. Website: www.thetaylorreachgroup.com www.contactcentersofamerica.com, call 1 877 999-6222 or email info@CallCCA.com. UNICOR, also known as Federal Prison Industries, was established by executive UTOPY pioneered the Speech Analytics industry and continues to lead the order in 1934 with the goal of employing federal inmates in productive work, market with innovative Voice of the Customer and Contact Center and training them in valuable job skills. As a self-sustaining, self-funded Performance Optimization solutions which transform free-flowing human government corporation, UNICOR has supplied a wide range of quality goods and services to conversations into actionable insights. UTOPY offers the only contact center federal agencies for over 70 years. More recently, UNICOR has been authorized to partner with business applications completely powered by Speech Analytics, and guarantees the fastest ROI private sector firms currently sending work offshore or in lieu of sending work offshore. in the industry. Website: www.utopy.com Website: www.unicor.gov CFI Group conducts its measurement consulting practice worldwide, MicroAutomation is a leading systems integrator offering call through offices on four continents. Launched in 1988 by University of center technology solutions. Since 1991 MicroAutomation has Michigan professor Claes Fornell, CFI Group is headquartered in Ann Arbor, designed, developed and implemented solutions worldwide in a Michigan. It uses rigorous measurement science to diagnose its clients' customer relationships, variety of industries. Each solution fulfills our mission to enhance the customer experience resulting in exacting advice on actions that strengthen these relationships and improve clients' through automation. Core services include: overall financial performance. The CFI Group methodology is used as the basis for calculating • Self-Service IVR (outbound and inbound) to obtain information quickly and efficiently, the American Customer Satisfaction Index (ACSI). CFI Group clients include Best Buy, British authenticate callers and reduce agent interaction time Telecom, U.S. Federal Government, UPS, Yahoo! and other leading companies around the • Call Control and CTI options for improving the management of inbound and outbound calls, world. Website: www.cfigroup.com Universal GUI and increasing agent efficiency • Analytics and Reporting to monitor and maximize the performance in all areas of your call The Results Companies (Results) is a leading-edge outsourcer providing center inbound and outbound customer contact and BPO solutions for many Fortune Website: www.microautomation.com 500 companies. Servicing premium brands in the US, we partner with some of the world’s most customer-centric companies to help them acquire, support, VPI is the premier provider of interaction recording and analytics, quality retain, and grow their markets. Established in 1990, we offer our clients full-cycle customer management and workforce optimization solutions for contact centers, management solutions; included but not limited to customer care, sales, retention, technical enterprises and government agencies. Through its award-winning VPI support, and back-office across diverse industries from Financial Services, Retail and EMPOWER suite of solutions, VPI empowers organizations to proactively improve the customer Telecommunications to Energy, Healthcare, and Direct Response. Results has been built on experience, increase workforce performance, ensure compliance, minimize risk and align tactical proven methodologies, unparalleled service and the best technology in the industry. Our focus and strategic objectives across the enterprise. For more than a decade, VPI has been providing on quality and performance has enabled our clients to earn numerous industry awards, proven technology and superior service to more than 1,300 customers in 50 countries including two JD Power and Associates awards for customer service excellence. Website: worldwide. Website: www.vpi-corp.com www.theresultscompanies.com CallCopy, a leading provider of innovative call recording and contact The Fraser Group, LLC is a management-consulting firm with center solutions, is dedicated to ensuring the highest standards of extensive experience in helping operations and management customer and employee satisfaction. The award-winning, enterprise- improve performance based on voice of the customer research. proven cc: Discover suite delivers advanced call recording, screen capture, quality management, For over a decade, The Fraser Group has focused on research designs that provide actionable speech analytics, performance management, customer survey and workforce management information to management in the areas of customer loyalty and satisfaction, customer capabilities to organizations of all sizes and industries across the globe. CallCopy empowers relationship management (CRM) and employee satisfaction measurement and improvement. these organizations to gather business intelligence, which is leveraged to maximize operational Clients of The Fraser Group include a winner and two site visit recipients of the Malcolm performance, reduce liability, achieve regulatory compliance and increase customer satisfaction. Baldrige National Quality Award. Website: www.TheFraserGroup.org Website: www.callcopy.com Pegasystems, the leader in Business Process Management, provides software to TMG International Inc is a marketing and sales consultancy dedicated to helping drive revenue growth, productivity and agility for the world's most sophisticated you…Unleash Your Customer Potential! TMG offers specialized services focused on organizations. Customers use our award-winning SmartBPM® suite to improve Business and Marketing Strategy, Channel Management, Contact Centre customer service, reach new markets and boost operational effectiveness. Our patented Development, and Digital Strategy. TMG has developed a unique Contact Centre SmartBPM technology makes enterprise applications easy to build and change by directly Model that assists organizations in developing and supporting the execution of actionable capturing business objectives and eliminating manual programming. SmartBPM unifies business strategies to grow revenue, reduce costs, and improve customer satisfaction for its clients. Our team rules and processes into composite applications that leverage existing systems – empowering of passionate professionals understand what it takes to deliver immediate results; providing clients business people and IT staff to Build for Change®, deliver value quickly and outperform their with focused insights that relate to their customers’ needs. We support this insight with customized competitors. Website: www.pega.com action plans and guidance to ensure our clients maximize their business results. For the past ten years we have dedicated ourselves to helping a number of international organizations improve the Konexo Contact + Solution Center is a leading Contact Center specializing in performance of their Call Centres. We have developed successful Call Centre strategies for such customer care solutions where we have help our clients to improve customer international organizations as Cable and Wireless Optus, Chello and United Pan Communications, satisfaction, build customer loyalty and lower operating cost. A business unit of as well as, for North American organizations such as Quebecor, Aeroplan, RBC Insurance, Legal Aid Grupo Posadas, Latin America's largest hotel operator. Konexo is centrally located in Morelia, of Ontario and We Care, to name a few. Website: www.tmginternationalinc.com Michoacan with over 1,600 workstations staffed 24/7 by bilingual agents who serve as an extension of your company, we provide essential customer service solutions such as: Customer Interior Concepts specializes in designing and manufacturing services support, Customer retention, Complaint handling, Welcome calls, Loyalty programs, green call center furniture that provides cost-effective utilization sales and promotions campaigns. Our clients are companies focused on service and customer of floor space. Whether utilizing the available floor space to satisfaction from a wide range of industries including Airlines, Hotels, financial services, travel, increase the number of workers, or to enhance the work area for each employee, the objective of entertainment, and more. Website: www.konexo.com Interior Concepts is to improve the performance and profitability of our customer. Additionally, we offer a Lifetime Warranty, complimentary space planning & project management, and the Building on more than 35 years of innovation, Texas Digital is proud to be a best wire/cable management system in the industry. Website: www.interiorconcepts.com leading provider of integrated communication solutions that deliver exceptional value for the call center, cinema, distribution center, financial institution, help American Customer Care (ACC) is a premier provider of high quality, desk, network data center and quick-serve restaurant markets. Texas Digital's QuickCOM is a outsourced contact center services. ACC has been successfully designing leading enterprise solution that provides real-time communication of business vitals to contact programs to meet client needs since 1986, offering a full range of services centers, help desks, command centers and more. Backed by a unique Best Value Guarantee, this including Customer Service, Sales, Retention/Winback, Order Entry, Market complete solution collects, manages and communicates up-to-the-second information to Research, and Tier 1 and 2 Help Desk to name a few. With 2,000+ universal workstations empower fact-based decisions that will improve performance, customer satisfaction and across our 10 domestic-based centers, we have the resources, experience and staffing flexibility profitability. Website: www.txdigital.com to meet our clients’ ever changing needs while keeping a watchful eye on quality, service, and cost containment. To learn more, contact Sam DiLiberto at 973-632-7514. Website: Stream Global Services is a premium business process outsource (BPO) service www.americancustomercare.com provider specializing in customer relationship management including sales, customer care and technical support for Fortune 1000 companies. Stream is a WFM made affordable by XLScheduler! XLScheduler is a Workforce trusted partner to some of the world's leading technology, computing, telecommunications, Management system designed for contact centers to help improve retail, entertainment/media, and financial services companies. Our service programs are profitability and service levels. The XLScheduler WFM is typically priced 50% below market delivered through a set of standardized best practices and sophisticated technologies by a highly leaders and we target customer in the range of 20 to 700 employees. The price level and the skilled workforce of approximately 30,000 employees based out of 50 solution centers in 22 ease in installation has made it possible also for smaller customers to get the benefits of WFM countries supporting more than 35 languages. Website: www.stream.com software. Website: www.xlscheduler.com 10 To Register Contact Sean 416-597-4740 or sean.hundt@iqpc.com
  • Sponsorship And Exhibition Opportunities Pricing Sponsorships and exhibits are excellent opportunities for your company to showcase its products and services to high-level, Register By Register by Register by Standard targeted decision-makers attending The Summit. The Summit Nov. 12, 2010 Dec. 10, 2010 Jan. 7, 2011 Pricing helps companies like yours achieve important sales, marketing and Main branding objectives by setting aside a limited number of event Conference $1,199 $1,399 $1,799 $1,999 sponsorships and exhibit spaces – all of which are tailored to assist only (save $800) (save $600) (save $200) your organization in creating a platform to maximize its exposure at Main the event. Conference + 1 $1,548 $1,748 $1,948 $2,348 Workshop/ (save $1,000) (save $800) (save $600) (save $200) For more information on sponsoring or exhibiting at the The Site Tour Summit, please contact Mario Matulich at 212-885-2719 or Main sponsorship@iqpc.com. Conference + 2 $1,897 $2,097 $2,297 $2,497 Workshops/ (save $1,200) (save $1,000) (save $800) (save $600) Site Tour Main Venue info: Conference + 3 $2,146 $2,446 $2,646 $2,846 Workshops/ (save $1,500) (save $1,200) (save $1,000) (save $800) Site Tour Main Conference + 4 $2,395 $2,695 $2,995 $3,195 Workshops/ (save $1,800) (save $1,500) (save $1,200) (save $1,000) Site Tour Main Conference + 5 $2,744 $2,944 $3,244 $3,544 Workshops/ (save $2,000) (save $1,800) (save $1,500) (save $1,200) Site Tour Doubletree Resort Orlando on International Drive 10100 International Drive Workshop/ Site Tour $549 each $549 each $549 each $549 each Orlando, FL 32821 Phone: 1-407-352-1100 Limited seating is available on the site tours. You must specify site tour participation at Website: www.doubletree.hilton.com time of registration to be considered confirmed. IQPC has a reduced rate room block for participants of The Summit at the Doubletree Resort Orlando on International Team Discounts Available! Drive of $99 per night (+ applicable taxes). All reservations are based on availability and are accepted 3 days pre and post 3 Attendees 30% off current pricing conference. For room reservations, please contact the hotel 4-5 Attendees 40% off current pricing directly at 1-407-352-1100 by January 5, 2011. Be sure to mention that you are part of the “Call Center Summit-CCS” 6 or More Attendees 50% off current pricing group to ensure the special rate. Important! To speed registration, provide the customer registration code About the Doubletree Resort Orlando on International located on the back page—even if it is not addressed to you! Drive: The newly revitalized Doubletree Resort Orlando - International Please note multiple discounts cannot be combined. Drive hotel enjoys a prime Orlando hotel location in the heart A $99 processing charge will be assessed to all registrations not accompanied by of Central Florida's amusement and entertainment district. Our credit card payment at the time of registration. full service Orlando resort hotel, situated on 28 lush acres of MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC native palm trees and tropical fountains, is minutes away from * CT residents or people employed in the state of CT must add 6% sales tax. all popular Orlando attractions and only 10 minutes from the Details for making payment via EFT or wire transfer: Orlando International Airport (MCO). JPMorgan Chase Penton Learning Systems LLC dba IQPC: 957-097239 ABA/Routing #:021000021 Reference: Please include the name of the attendee(s) and the event number: 10622.005 Media Partners Payment Policy: Payment is due in full at the time of registration and includes lunches and refreshments. Your registration will not be confirmed until payment is received and may be subject to cancellation. Please go online to: www.iqpc.com/cancellation to view our cancellation policy Scholarships Available: IQPC sets aside a limited number of discounts that may be applied to its conferences for delegates from the non-profit sector, government and military organizations and academia. For more information about scholarships to this event, please call Customer Service at 1-800-882-8684. Special Dietary Needs: If you have a dietary restriction, please contact Customer Service 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