Call Center Week 2013


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Welcome to the largest, most comprehensive call center events in the world. The 2012 Call Center Week was the largest in its event history. Over 1,200 customer-focused executives came together to discuss executing innovation in a multi-channel environment. Join us in Vegas and find out how to play an even bigger role in the success of your company as you position the customer experience as a strategic business driver.

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Call Center Week 2013

  1. 1. SPONSORS:PREMIER SPONSORS:WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATION®HumanCapital Management &ConsultingPowered by14th Annual Flagship EventJune 10-14, 2013Caesars Palace, Las Vegas, NVwww.callcenterweek.comYOUR INDUSTRY’S #1 EVENTNEW FOR 2013:BACK FOR 2013:• Ritz Carlton Leadership Institute MasterClass – Certificate included• Caesars Entertainment Site Tour• Global Leaders Focus Day• Transformational Leadership Track• Big Data & Customer Analytics Track• Mobile Application so you canconnect before, during and after theconference• New member orientation• Leadership training from HRprofessionals• Content Quality Advisory Board• “Culture in Action” Zappos Familycorporate headquarters tour– Sold out last year• Master Class – Sold out last year• Call Center Excellence Awards• Interactive Roundtable Discussions• Actionable, Practical Content – with50+ case studies• Diversified Perspectives from almost everyvertical, type and size call center• Year round knowledge sharingwith free membership toCustomerManagement IQGET THE EXPERIENCE OF 5CONFERENCES IN ONE TRIP!Driving Business Value: Transforming Culture & Excelling inthe Multi-Channel, Socially Interwoven Customer EnvironmentWhere the industry comes together year after year to benchmark, share best practicesand uncover the latest technologies for driving customer service excellence.Customers and business expectations are changing, don’t get left behind.Transformational Leadership • New Tools& Technologies • Customer StrategyTrends & What’s Next • Analytics &Measurement • Big Data CustomerAnalytics • Performance & ProductivityCall Center Metrics • Cross-ChannelCustomer Experience • Global BestPractices • Coaching, Hiring & Recruiting• Employee EngagementWith unrivaled content, networkingand onsite collaboration featuringover 70 speakers and close to 1200participants, there’s no other eventthat comes close.PHYLLIS JAMESChief DiversityOfficerMGM ResortsInternationalMICHAELD’ALESSANDROChief of Staff &VP ExecutiveOperationsConsumer ReportsLISA CHURCHChief ExperienceOfficer1st AdvantageCredit UnionKEVIN D. WILDEChief LearningOfficerGeneral MillsAuthor of Dancingwith the Talent StarsWORLD-CLASS KEYNOTESNEWLY ADDEDKEYNOTERegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.comPETER “SCOTCH”SCOCIMARADirector EnterpriseGlobal SupportGoogleMAXINE CLARKChief ExecutiveBearBuild-a-BearWorkshopDiana Oreck,CHTVice PresidentThe Ritz-CarltonLeadership CenterTROY H. MILLSDivisional VPCustomer CareOperationsWalgreensSTEVE RIDDELLChief OperatingOfficerBlinds.comMARY BETHJENKINSChief OperatingOfficerUPMC Health Plan®
  2. 2. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONJOIN THE CONVERSATION!JOIN CALL CENTER WEEKSLINKEDIN GROUPPOWERED BY CUSTOMERMANAGEMENT IQ -WHO SHOULD ATTEND?14th AnnualFlagship EventDear Customer-Centric Leader,Welcome to YOUR event! To host the industry’s top call center event is a commitment we take very seriously. Justlike you, we never stop challenging ourselves to improve our events. We can honestly say 2013 is the best CallCenter Week ever.Call Center Week is your premiere event because it’s designed to be truly transformational…We understand your industry is in the midst of a major paradigm shift with mobile, social and digital technologiestransforming what you do at an unimaginable pace. The true customer voice has a new valued voice – onethat’s heard from the C-level down to the front lines.And so it seems fitting that our 2013 theme is:Driving Business Value: Transforming Culture & Excelling in the Multi-Channel, Socially Interwoven CustomerEnvironmentBuilding off the key takeaways from the 2012 event, Call Center Week will challenge you to deliver more andwith better quality in a seamless way your customers can count on.The 2012 Call Center Week was the largest in its event history. Call Center Week attracts an audience more richwith senior level, client side participation than any other event in the industry. With a crowd close to 1200customer-focused professions in 2012, we expect even more in 2013. With over 60% of attendees coming fromend-user companies including major Fortune 1000 companies, this is a 5 day immersive discussion, debate anddialogue with your peers. A wide range of industries and skills sets represented creates an environment packedwith unique points of view and expertise.This year’s combination of inspirational keynotes, senior-level practitioner-led case studies and expert facultycreates an educational experience is only rivaled by the meaningful networking and technology discoveryopportunities in the Expo Hall.Let’s face it. Strong economy or weak economy, we can never relent in our search for ways to improve costefficiencies, enhance customer service and build meaningful competitive advantages. Smart businesses arepositioning the call center as the pathway to achieving that competitive edge. The call center has its costs, butit also has its advantages—both as a tool for improving customer satisfaction AND as a tool for improving thebusiness. This eye opening event will show you how every call center should be a profit center. We’ll help youcreate a roadmap for improving customer experience, employing new technology and delivering ROI.Put simply – Call Center Week will put you on the path to world-class excellence. We’ll share strategies forensuring clients’ expectations are continually exceeded while the business follows an operational model that isefficient, profitable and employee-centric.KEY HIGHLIGHTS• Exposure to the most accomplished and visionaryleaders: Hear from six C-level speakers who have aseat at the C-Suite table - proof that customer-centricity is a strategic business initiative.• New core competency training – New HRleadership led sessions on training, learning anddevelopment• Onsite networking technology – To make sure youmaximize your time, investment and find the people& answers you’re looking for• Customer Loyalty program – If you’ve been with usbefore, we want to thank you for your repeatbusiness. See page 28 for details.• Lifetime Achievement Award – New categoryawarded to a surprise guest, one of the mostadmired customer-centric organizations in existence• What are the biggest challenges and opportunitiesfor our organizations in the next 3 years?• What problems will show up in 2013-2015 that weneed to be working on right now?• What will our industry look like in 5-10 years?• What do we need to stop doing that is no longerworking?CONTENT FOCUSED ON YOUR TOP BUSINESS CONCERNSOur distinguished speaker faculty and collaborative environment will provide the tools and insight need to addressthe following key business imperatives:Call Center Week focuses on the business value of call centers. The content, people and experience are unlikeany combination you can get at any other event. Many of the offerings have limited capacity and sell out,don’t miss out on what promises to be valuable experience for all. Don’t forget, the earlier you register the moreyou save.We look forward to seeing you this June!Lisa Schulman, Executive Producer, Head of North American Call Center Events, Customer Management IQ, aDivision of IQPCRegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com2June 10-14, 2013Caesars Palace, Las Vegas, NVwww.callcenterweek.comWelcome to theVoice of YOURIndustry Event…Completely tailormade to be morevaluable, practical,tangible andinspirational thanever before.#CallCenterWeek@CallCenterEventCustomerManagement IQleverages data,intelligence and networking from our globalcommunity of more than 50,000 customermanagement professionals to keep youahead of the curve — and your competition.This IQPC division that has spent decadesdelivering the most valuable call center,customer experience and marketingconferences is now a 24/7/365 resource thatkeeps you continually connected toactionable insights for getting closer to yourcustomer. Tapping into our team’s decades ofexperience, our contributor network ofinfluential customer managementpractitioners who best understand yourchallenges and the findings of our proprietaryresearch division, Customer Management IQdevelops sector-leading executive briefings,whitepapers, case studies, training materials,how-to guides, news, commentaries,podcasts, webinars and virtual events.Join the free Customer Management IQ tonetwork with the world’s most driven customermanagement professionals as you access thisendless assortment of game-changingcontent. To join visitwww.customermanagementiq.comCall Center Week attracts a wide range ofprofessionals across all industries such asVPs, SVPs, Heads, Directors, Managers of:• Call CenterOperations• CustomerManagement• Customer Care• Operations• Sales• Marketing• CustomerRelations• Contact Centers• And many more!Introduce yourself, share ideas,and network prior to the event!#CallCenterWeekLook forcall center week!Sign Up for CMIQs FREE NEWSLETTERwhere 45,000 customer care professionalsare connecting
  3. 3. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONJamie HaenggiChief Marketing andCustomer ExperienceOfficerProtection 1Peter “Scotch” ScocimaraDirector Enterprise Global SupportGoogleCONSUMER GOODS& MANUFACTURINGINDUSTRY EXPERTS &SOLUTION PROVIDERSJane Pearson-Wray, CSGSr. Manager, ContinuousImprovementElectrolux Major Appliances, NAShawn CastleManager, Valvoline Support CenterAshland ConsumerMarkets/Valvoline Instant OilChangeKevin D. WildeChief Learning Officerand VP, OrganizationalEffectivenessGeneral MillsAuthor of Dancing withthe Talent Stars – 25Moves that Matter NowRegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com3SPEAKERS:Help YouAccelerateBest PracticeThe Call Center Weekspeakers are artfullychosen because theyhave a unique story orpoint of view. From small,medium and large callcenters to heads of callcenters and the C-levelperspective there alwaysbeen lessons you canapply to your world.EDUCATION & PUBLISHINGTim MoruzziProgram Director, CustomerContact Planning and ManagerUlster Business SchoolMichaelD’AlessandroChief of Staff & VPExecutive Operations,Consumer ReportsHEALTHCARE & MEDICALEQUIPMENTToni Ann MillsGlobal Director - Learning andDevelopmentFenwal, a Fresenius Kabi CompanyRhonda HammondVice President CorporateOperationsTriWest HealthCare AllianceMary Beth JenkinsChief Operating OfficerPMC Health Plan andUPMC WorkPartnersUTILITIESDorothy MartinLearning, LINK National ProgramManagerVerizon WirelessMeg NeafseyVice President Customer ServiceAmerican WaterWinner IQPC 2012 Call CenterExcellence Award - Best in Class(over 200 staff)OTHER - SERVICES BUSINESSESMarc BernicaVice President, Back-up CareAdvantage & Contact CenterOperationsBright Horizons Family SolutionsKatie ReaganDirector HRConnect Contact TeamIron MountainTodd Provino, VP of CustomerService, GrubHubNON-PROFITSTom DaltonRelationship Coordinator ManagerHealthFirstKimberly WarrickClient Services ManagerNJ Shares in Partnership withVerizon NJMindshareSPI GlobalOracleTeleTechVPISalesforce.comTELUS InternationalConvergysFive 9GenesysKanaLevementumMattersightPegasystemsTMG InternationalSplice SoftwareIntelliresponseGenpactHarte-HanksIntelliverseIQ ServicesPlantronicsTexas digital/RadiantVoltDeltaMicroautomationIntradiem360CRMTranseraJabraBenchmarkPortalSymbiFINANCIAL SERVICES& INSURANCEKim FlemmVice President and Head ofOperations, Retirement SolutionsThe Guardian Life InsuranceCompany of AmericaLynn O’NeillCorporate Vice PresidentNew York LifeAmy VeasleyDirector ESC Solution Center OperationsAssurant SolutionsJimmy GriffithDirector ESC Solution Center OperationsAssurant SolutionsLisa ChurchChief Experience Officer1st Advantage CreditUnionHOSPITALITYPatty CoaleyDirector of Diversity Education/ShowProducerMGM Resorts InternationalDiana Oreck, CHTVice President,The Ritz-Carlton Leadership CenterAlexandra da SilvaCorporate Central ReservationsManagerNH Hotels SpainCaesars EntertainmentMeet the team during our tour!Caroline HaganVice President Member ServicesAeroplan CanadaPhyllis JamesChief Diversity OfficerMGM ResortsInternationalRETAILERSTroy H. MillsDVP – Customer Care OperationsWalgreen Co.Zappos Family Tour and CulturePresentationMeet many executives during our tour!Brian O’MaraVice President National Call CentersSafelite® GroupMaxine ClarkFounder & ChiefExecutive BearBuild-A-Bear Workshop®Where Best Friends Are Made®= C-LEVEL EXECUTIVESteve RiddellChief
  4. 4. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONAGENDA-AT-A-GLANCERegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com4DAYONE Pre-Conference Master Classes Monday, June 10, 2013"I want to offer a personal thank you for a fantastic conference. It was particularly gratifying to receive recognition for the work wehave done over the past year focusing on building our culture that supports world-class excellence. Your organization has helpedus strive to be better " - Gordon Pullan, Assistant Vice President, Retirement Services, Participant Information Center, MassMutual Financial GroupPre-Conference Workshops Tuesday, June 11, 20138:00 AM - Stop Being Just a Contact Center—Become the Nerve Center for your11:00 AM Organization through Customer FeedbackMindshare Technologies, Inc.WORKSHOP CEffective Management of a Multi-Vendor Environment: Critical Steps inselecting, partnering, and managing your Customer-Centric OutsourceContact Center Provider360’CRMWORKSHOP D11:15 AM - Customer Experience Journey Mapping: Design Experiences that Drive2:15 PM Customer and Business ValueOracleWORKSHOP ETechnology for Tomorrow: Turning Customer Experience into ActionTeleTechWORKSHOP F2:30 PM - Balancing Innovation and Quality in the Call Center Landscape5:30 PM SPiGlobal5:35 PM Evening KeynotePro U.S. - Creating and Keeping Jobs in the U.S.Safelite® Group6:20 PM Evening Activity (optional)WORKSHOP GContact Center Metrics that Really MatterVPIWORKSHOP H(box lunchserved)DAYTWO1:00 PM- Back by Popular Demand6:00 PM Coaching your Way to World Class ResultsSteve Riddell, Vice President and Chief Operations Officer, Blinds.com12:00 PM Registration for Master Class A & B6:00 PM Monday Night Meet Up at SEAHORSE LOUNGE - Located caddy corner from PURE night clubMASTER CLASS A MASTER CLASS B1:00 PM Extreme Customer Service Strategies5:00 PM “Radar On-Antenna Up”… Fulfilling Customers Unexpressed WishesDiana Oreck, CHT, Vice President, The Ritz-Carlton Leadership Center5:00 PM Team Challenge6:00 PMOPEN TO ALL MAINCONFERENCE ATTENDEES!CERTIFICATE INCLUDED7:15 AM Registration for Workshop C & DChooseA or BChooseC or DChooseE or FChooseG or H#CallCenterWeek • @CallCenterEvent
  5. 5. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONTRACK ATransformational LeadershipTRACK BBreakthrough Tools & TechnologyTRACK CData-Driven Insights & AnalyticsTRACK DAchieving Peak PerformanceTRACK ECustomer Experience ExcellenceAGENDA-AT-A-GLANCE continued1:45 PM Creating a Winning Call CenterCulture from Fortune “BestPlace to Work” WinnerBrightHorizons2:35 PM Finding the Best Fit: Recruitingfor Your Culture, HiringAssessments for TalentDevelopmentNew York Life3:30 PM Driving Performance with SolidOperating Principles andObjectivesAmerican WaterWhen Training Isnt Enough: AnAgent DevelopmentMethodology that ImprovesBusiness ResultsAeroplan CanadaTMG International Inc.Virtual Agents (VA’s)– Engagingin Automated Conversationswith Customers in Self-ServiceEnvironmentsIntelliresponse & clientGrubHub Taps Cutting EdgeCloud Solutions to DelightDinersFive9 and GrubHubSocial CRM: Dig Deeper toUncover What Your CustomersReally ThinkKANA & clientPersonality MattersTriWest HealthCare AllianceMattersightUsing Business ImpactMeasurement to Drive HigherEducation Opportunities in CallCenter OperationsVerizon WirelessTransitioning from Service toSales: Positioning the “SalesConnection” as the Key toEmpowermentElectrolux Major AppliancesNAEveryone is Busy but no one isHappyPegasystems Inc. & clientBest Practices for FocusedInvestments in Contact CenterAnalyticsGenpactGE MoneyStrategies for Achieving World-Class Excellence and EnsuringConsistencyThe Guardian Life InsuranceCompany of AmericaEnsuring a Clear andConsistent Message about theCustomer ExperienceProtection 1Achieving Multi-ChannelExcellenceTRACK SESSIONS BEGIN Tracks will be 45 minutes in length with five minutes for transition time. You can move between tracks as much as you’d like, this is your experience to customize.1. Avoid 3 Mistakes Good Contact Centers MakeLed by: Intradiem2. Home Agent Best Practices Led by Plantronics3. Using Dashboards and Digital Signage to EnhanceProductivity and Teamwork in Your Contact CenterLed by: Texas Digital/NCR4. Customer Experience Management OptimizationLed by: IQ Services5. Delivering Seamless Customer Experience with Multi-ChannelSupport Led by: Harte-Hanks6. The Challenges and Opportunities of a Multi-Channel ContactCenter – from Dial Tone to Social MediaLed by: VoltDelta OnDemand7. Automation Strategies for Enhancing Customer Service Led by:Intelliverse8. Workforce Management: Driving Customer Experience andEfficiency Led by: Genesys9. Tons of data, but no actionable information.Learn how to harness Big Data in your contactcenter for true business valueLed by: Microautomation10. Wireless Gone Wild: Unleashing the Power ofMobility in the Contact Center Led by: Jabra11. Multi-Channel Centers: Lets Talk About WhichMetrics Matter!" Led by: BenchmarkPortalRegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com511:30 AM Roundtable DiscussionsDAYTHREE Main Conference Wednesday, June 12, 20137:00 AM Registration & Morning Coffee8:00 AM Opening Remarks & Chief Networking Officer8:30 AM KEYNOTE The Magic of Show: Driving the Culture of the Organization Down tothe Front LinePhyllis James, Chief Diversity Officer, MGM Resorts InternationalPatty Coaley, Director of Diversity Education/Show Producer, MGM ResortsInternational9:15 AM KEYNOTE Become a Customer Company: Translating a Goal into a RealityTony Kavanagh, Vice President Service Cloud Marketing, salesforce.com10:00 AM Morning Networking & Refreshments Break in Exhibit HallINTRODUCING OUR SURPRISE KEYNOTE!10:45 AM KEYNOTE Creating Meaningful Moments at Build-a-BearMaxine Clark, CEO, Build-a-Bear12:30 PM Call Center Excellence Awards Ceremony Luncheon & Lifetime Achievement Recognition4:05 PM Afternoon Networking & Refreshments Break in Exhibit Hall4:50 PM KEYNOTE The Role of Culture in Delivering World-Class Customer ServicePeter “Scotch” Scocimara, Director Enterprise Global Support, GoogleJeffrey Purrit, President, TELUS International5:35 PM END OF DAY KEYNOTEDancing with the Talent Stars – Tapping into Talent for GrowthKevin D. Wilde, Chief Learning Officer & VP Organizational Effectiveness, General Mills6:20 PM Cocktail ReceptionJoin us in the expo hall for an exciting evening reception. Here’s your chance to unwindand meet the delegates, speakers, sponsors, media partners – and your friendly IQPCteam. Bring plenty of business cards.7:30 PM DINNER DINE AROUNDSIf you’re travelling alone – you don’t need to eat alone. The event team will have sign-upsheets for dinner reservations at local restaurants. Each participant will receive their ownindividual check. Sign up today and meet some new friends and benchmarking partners
  6. 6. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATION8:30 AM - 11:30 AMGroup 1: Site Tour I12:30 PM - 3:30 PMGroup 3: Site Tour KCAESARS ENTERTAINMENT SITE TOURStreamlining Operations and Enhancing Customer Experience11:45 AM- 2:00 PM Group 4: Site Tour LSITE TOURSZAPPOS SITE TOURZappos Makes Work “FUN”(Each site tour is limited to 50 people, and sell out very quickly. Sign up early toreserve your preferred time on this popular tour. Buses leave every hourTRACK ATransformational LeadershipTRACK BBreakthrough Tools & TechnologyTRACK CData-Driven Insights & AnalyticsTRACK DAchieving Peak Performance1:45 PM Complete Customer ExperienceGenesys & client2:30 PM Afternoon Networking & Refreshments Break in Exhibit Hall3:15 PM Creating a Formalized Call CenterEmployee Career Path ProgramAssurant SolutionsKey Steps for a Successful Multi-Channel Marketing CampaignSPLICE Software & clientRemote Agents: Transitioning to aVirtual Model for Cost and EfficiencySavingsIron MountainCase Study: Employing SugarCRM -Driving Collaboration, Flexibility andGrowthLevementum, LLCHOT TOPIC!If you have a hot topic or compellingcase study and is interested in speaking,contact simon.copcutt@iqpc.comRevolutionizing Customer Experienceacross Multiple ChannelsAshland Consumer Markets/ValvolineInstant Oil ChangeTop 10 Ways to Improve Call CenterEmployee Motivation -Non- ProfitPerspectiveHealthFirstNJ Shares in Partnership with Verizon NJTRACK SESSIONS BEGIN Tracks will be 45 minutes in length with five minutes for transition time. You can move between tracks as much as you’d like, this is your experience to customize.Register Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com6AGENDA-AT-A-GLANCE continuedDAYFOUR Main Conference Thursday, June 13, 20137:00 AM Morning Coffee & Registration8:00 AM Opening Remarks8:15 AM Call Center Excellence Award PanelHear from the award winners themselves!8:45 AM KEYNOTE Empowering People. Powering BrandsDonna Johnson, Principal, Applications Business Group CX and CRM, Oracle and client9:30 AM Morning Networking Break & Live Demo Drive in Exhibit Hall10:15 AM TECH DISCOVERY ZONE11:00 AM KEYNOTE Engraining the Customer Experience into the Culture and DrivingInnovationLisa Church, Chief Experience Officer, 1st Advantage Credit Union11:45 AM KEYNOTE Walgreens: At the Corner of Personalization and Intelligent Multi-ChannelTroy H. Mills, DVP – Customer Care Operations, Walgreen Co.; Mike Wooden, SVP,Convergys12:30 PM Networking LunchGLOBAL FOCUS DAYDriving Business Value and Delivering Consistent World-Class Experience in a Multi-ChannelGlobal Environment8:00 AM Registration8:30 AM OPENING KEYNOTE BY AWARDWINNING C-LEVEL EXECUTIVE!Employee Engagement:Starting atthe Top UPMC Health Plan andUPMC WorkPartners9:20 AM Competency-Based Learning &DevelopmentFenwal, a Fresenius Kabi Company10:20 AM Networking Break10:45 AM Elevating the Call CenterProfession: Assessing the Value of aConcentrated Masters DegreeUlster Business School11:35 AM Strategies for Increasing Sales in aMulti-Language, Multi-ChannelContact CenterWinner - Best Customer Experiencein Spain among all sectorsNH Hotels Spain12:25 PM Global Focus Day Concludes4:00 PM KEYNOTE “It’s Not Your Daddy’s Chevrolet Anymore” – The Future of Customer CommunicationMichael D’Alessandro, VP Executive Operations and Chief of Staff, Consumer Reports4:45 PM End of Main Conference Day 210:30 AM - 1:30 PMGroup 2: Site Tour JSite Tour Day And Global Focus Day Attendees who wish to attend both site tours, please select workshops I & L. Friday June 14, 2013DAYFIVESOLD OUT SOLD OUT
  7. 7. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONWINNERS OF OUR2012 AWARDS INCLUDED:Best in Class(over 200 staff)Best in Class(under 200 staff)Best OutsourcedProviderBest Learningand DevelopmentProgramCall CenterLeader of the YearBest New MobileCustomer StrategyVoice of theCustomerCreating a Culture1stPLACE2ndPLACEBest SolutionProviderRegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com7Call center management is about consistently evolving to exceed theexpectations and desires of customers; there is no such thing as “goodenough.” The Call Center Excellence Awards held in conjunction with the 14thAnnual Call Center Week in Las Vegas, NV, honor those who think—and act—inaccordance with the mindset that one can never reach an apex in customerservice. The 2013 Call Center Excellence Awards honor, recognize and promotethe most innovative call center solutions and individuals over the past year.With awards given in ten categories, they are dedicated to recognizingsuperior thinking, creativity and execution across the full spectrum of callcenter functions.Join us during the awards Luncheon on Wednesday, June 12, 2013 at 12:30pm as winners are recognized for their unique achievements. Don’t miss youropportunity to meet with current and future leaders in call center excellence.Award winners will receive our customized awards and have the opportunity topresent during a conference panel session. These leading companies will alsogain world wide recognition through press releases and in industry publications.1. Visit and fill out the applications for the category you wishto apply for.2. Send the completed applications to callcenterweekawards@iqpc.comApplications are due April 12, 2013 and finalists will be announced the last week in May.How to ApplyWhy apply for a Call Center Excellence Award:• Be recognized in front of hundreds of your call center peers• Add to your professional development with an industry recognized accolade• Be featured in post-event press including press releases and media publications• Share your expertise during the award-winners Discussion PanelThe 2013Categories Include:About The AwardsBest in Class Call Center(over 200 staff)This award is dedicated to a World-Class Call Center that sets a vision ofExcellence.Best in Class Call Center(under 200 staff)This award is given to the center thatdefined its overall strategycontributes to the growth and profitof the organization.Best Outsourced ProviderThis award details how the provideracts as a strategic partner to clientcompanies and provides seamlessservice aligned with corporate goals.Best Performance Acting on Voice ofthe Customer and Voice of theSocial CustomerThis category details how companiesengage with customers and translatefeedback into action, includingconverting a voluminous amount offeedback data into product andprocess innovation for breakthroughperformance.Best Technology Solutions ProviderThis award addresses how atechnology solution helps clientcompanies improve their efficiency,productivity, profitability andcustomer service.Greatest Job Creating a Culture thatInspires World-Class ExcellenceThis award addresses creating aVoice of the Customer culture andgaining employee support to carryout your vision.Best Contact Center Learning,Development & RecognitionProgramThis award explores integratinglearning and development with shortand long-term business goalsThe Call Center Leader of the YearThis category entails: embracing themegatrends, delivering a consistentcustomer experience in amultichannel environment, andinspiring a team to achieveexcellence:NEW FOR 2013 - Best InternationalCall CenterThis brand new award focuses ondriving business value and deliveringconsistent world-class experience in amulti-channel global environment.Winner Runner Up 3rdPLACEHonorableMentionAmerican WaterRoad AmericaCignaZurichAcronisBluegreenCorporationConvergysThomas L. Cardella& AssociatesFirstsourceDiscoverStream GlobalValvolinePioneerAssurantAsurionIntelliResponseAspectUtopySDLJacadaEvolvKanaAllianzTELUS InternationalDiscoverAcronisAmex CanadaHumanaDiscoverStreamApplicationDeadlineExpired
  8. 8. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONPRE-CONFERENCE MASTER CLASS DAYRegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com8DAYONEGet a head start on your learning experience by signing up for one of the hands-on interactive master classes by the most admired leaders in the industry. This is yourchance to dive deep into key fundamental areas including – coaching and customer service experience excellence. Drive your own personal development and gaininstrumental strategies for creating positive business results. Spaces are limited so don’t miss out and sign up now!MASTER CLASS A12:00 PM Registration for Master Class A & B6:00 Monday Night Meet Up SEAHORSE LOUNGE- Located caddy corner from PURE night clubInspired by the underwater world of mermaids and seahorses, this architecturally stunning Las Vegas lounge is tranquil yet hip. Few options for nightlife in Las Vegas can boast a towering 1,700-gallon aquarium. Offering a full cocktail menu, the Seahorse Lounge at Caesars Palace features specialty martinis and more than 20 champagnes served in half-bottles and individual pops.Specialty coffees and espressos are always available. Cash Bar Event!6:00 PMMASTER CLASS B5:00 PMBACKBYPOPULARDEMAND!LASTYEARTHISSESSIONSOLDOUT,REGISTEREARLY!(CERTIFICATEINCLUDEDINREGISTRATIONFEE)Monday, June 10, 20131:00 PM Radar On-Antenna Up… Fulfilling Customers UnexpressedWishesThis program will have you on the edge of your seat wanting more. It was designed fororganizations who are ready to take their customer service experience to the next level.It focuses on important elements and subtle nuances of delivering excellent customerservice in a consistent manner. This program is great for employees at all levels of yourorganization. In this master class, you will discover how successful Ritz-Carlton supervisorsand managers create exceptional memories for their guests through consistentlyapplying the performance management cycle.Learning Objectives:• Key service principles which lead to emotional connections• Legendary service does not have to cost a lot of money• The importance of a written service strategy• The difference between expressed and unexpressed customer needs• The power of surprise and delightLearn the Ritz-Carlton way with eight key points necessary to deal with customersthat are used to the best of everything and are hard to “wow” including:• Legendary service does not have to cost a lot of money• The three steps of service• Olympics-gold vs. silver• Radar on and antenna up• Fulfilling unexpressed wishes?• The Ritz-Carlton “WOW stories”• Happy customers do spend more money• Ordinary people doing ordinary things extraordinarily wellThis master class features practical exercises you can take back to your teams toachieve higher levels of engagement with your employees and customers.5:00 PM Team ChallengeWho says you can’t have intimacy and community involvement at the largest conference inthe industry? The last hour of this master class will feature a team challenge where attendeeswill break up into teams and apply the customer service tips they just learned to their business.Get ready to roll up your sleeves in the last final power hour where you put ideas into practice.6:00 PM1:00 PM Coaching your Way to World-Class Results• 2010 Winner IQPC Call Center Excellence Awards – Best in Class Call Center(under 200 staff)• 2011 #1 Best Places to Work Award for Companies between 100-500 employees bythe Houston Business JournalVery often, boosting productivity comes at the expense of job satisfaction and entailsinvolving longer hours and more responsibilities. Find out how to concentrate on skilldevelopment in the organization and coach your way to world-class excellence.Walk away from this session with a completely different approach of how to boostproductivity and revenue, and decrease costs – all while protecting culture.With the economy sputtering, has managed to double their size andachieve award winning results. is the largest seller of blinds and windowcoverings on the internet in both the U.S. and Canada and the largest internet basedbusiness in Houston, TX. This session will include live coaching sessions designed todemonstrate how to coach your way to world-class excellence. It will also provideyou with the insight needed to determine whether you are allocating yourtime/attention properly for achieving maximum performance results.Attend this eye opening master class and find out how to:• Achieve double digit performance improvement and close rates (Steve Riddell’steam averages over 35% close rates, up from 12% just 4 years ago)• Create a culture that inspires employees and mirrors award winning companies• Achieve year-over-year performance improvement with every one of your callcenter staff• Find out why it’s importance to focus on “competence” rather than “compliance”with sales and customer service people.This is a must attend master-class for any executive interested in doubling and triplingresults by coaching people! Don’t miss this live mock coaching session designed todemonstrate how to empower people through Self Discovery.Steve RiddellVice President and Chief Operations OfficerBlinds.comDiana Oreck, CHTVice PresidentThe Ritz-Carlton Leadership Center= C-LEVEL EXECUTIVE
  9. 9. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONTuesday, June 11, 2013DAYTWOSelect three different workshops that align with your development areas. All workshop leaders are trained to deliver and executive training programs, giving you the solidstrategies to take back and implement at your own call center. Spaces are limited so sign up today!PRE-CONFERENCEWORKSHOPS & KICK-OFF KEYNOTE8:00AM - Stop Being Just a Contact Center—Become the Nerve Center for11:00 AM your Organization through Customer FeedbackErich C. Dietz, Senior Director, Sales, Mindshare Technologies, Inc.Customers do not view contact centers as islands within a brand; they view themas an experience within in a brand journey. Leading organizations are harnessingcustomer feedback within their centers and using it to drive operational changewithin—and well beyond—their centers to improve the overall customerexperience. These organizations understand that not all customers or interactionsare created equal, so it’s critical to tailor their customer feedback approachaccordingly.A well-executed voice of the customer (VoC) program can drive improvements infirst-contact resolution, employee performance, and profitability across theenterprise. But to accomplish this, companies must be more efficient and effectivewith their use of feedback, especially as it relates to their ability to extract insightsfrom customer comments and other forms of unstructured feedback. A company’sability to quickly analyze feedback enables them to provide optimal experiencesat every touch point.What you will learn:• New tactics for obtaining more feedback from customers(voice, online, mobile, etc.)• The concept of “frictionless feedback” & survey design for more customer-friendly and business-friendly surveys• Innovative ways to analyze feedback to distill insights• Techniques for converting data into actionable informationWORKSHOP CEffective Management of a Multi-Vendor Environment: CriticalSteps in selecting, partnering, and managing your Customer-Centric Outsource Contact Center ProviderIan Santry, Team Leader: Marketing/Product Development, 360’CRMRob Marshall, Chief Operating Officer, 360’CRM360’CRM’s interactive “Effective Management of a Multi-Vendor Environment” willbe overview of outsourcing Contact Center Services by determining what processconsiderations are necessary to gain the most from Contact Center/VendorManagement space. A current or perspective contact center/vendormanagement practitioner will learn how to identify, select, and optimize yourOutsources Contact Center channel while enhancing overall performance andenterprise decision-making. Our educational workshop will conclude with acomprehensive case study that will bring to life in a real-world way how Processfundamentals, along with the right Technology support, can deliver effective,customer-centric performance and bottom-line results.What you will learn:This session is designed for companies considering or currently outsourcing theircall center/ teleservices activity or looking to enhance the performance of theirown internally managed call center channel. We’ll address strategies for drivingimproved Contact Center Performance and Customer Experience, ReducingCosts and Managing Risk.Areas of Examination in Order to FullyLeverage your OutsourcedVendor/Partner Environment –Examples:• Contact Center Selection Process(Inbound, Outbound, B to C, and Bto B; different considerations fordifferent handling applications);• Key Performance Metrics – Customer,Agent, Contact Center, Channel• Multichannel Customer Interactions –Phone, E-mail, Self-Service, and SMS• Key Stakeholder Alignment –Communications & GovernanceTechnologies that enhanceOperational Performance within yourMulti-Vendor Environment – Examples:• Contact Center – OperationalPerformance Support, ActionableData, and Modeling;• Contact Center – Dynamic, ongoingsales and customer care skillsdevelopment support;• Customer Experience – Agentsupport technology;• Customer Experience – ChurnAnalysis, Cycle Marketingintelligence, and Brand Satisfaction.Operational Case Study:In-depth review of Fortune 100company’s vendor management“revolution” in an environment ofintense regulatory scrutiny.• Background• Lessons Learned• Learnings Applied• Current InitiativesWORKSHOP DRegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com97:15 AM Registration for Workshop C and D“It was certainly an exciting learning process for mepersonally and professionally”- Lisa Jones, Supervisor, Group Retirement Services Call Center, Sun Life Financial
  10. 10. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATION2:30 PM - Balancing Innovation and Quality in the Call Center LandscapeCecilia “Chilly” Lopez, Vice President Quality, SPiGlobalRetailers, Financial Institutions, Electronic Manufacturer, TelecommunicationSuppliers, Media & Entertainment Providers, and Energy & Utility organizations facedifficult – and unique – challenges towards rebuilding trust in this ever-connectedmarketplace. SPi Global will take you on a journey that establishes a success tracktowards excellence in the customer experience by establishing strong and robustQuality & Process Management that covers 3 core areas:• The value of earning back trust through using sound Business Intelligence toimproved operational efficiency• Improvements can take place “after” personalized service is identified in livingup to new customer expectations• Effectively linking customer experience strategies to bottom line results andincreased satisfaction by indoctrinating Innovation across your servicing platformThis journey will neither happen overnight nor be the same for every organization,but success absolutely hinges on the incorporation of innovative strategies forovercoming challenges in business intelligence and process improvement.WORKSHOP GContact Center Metrics that Really MatterPatrick Botz, Vice President, VPINow more than ever, contact center managers and executives need to beproactive in helping their organizations accomplish strategic and tactical goals,but with so much data available theres a tendency to rely upon the tried andtrue call center metrics that everyone tracks. Successful managers know the fewmetrics that really matter, understand best practices for measuring them, andutilize proactive technologies that enable them to effectively monitor metrics toidentify and optimize rather than wait and react.Find out how to:• Identify the most valuable metrics for your organization that yield the results thatmatter - both to internal and external stakeholders.• Avoid some of the most common pitfalls encountered in establishing a focusedfew metrics approach.• Establish appropriate metrics, KPIs and processes that can quickly allow youvisibility into your entire customer contact operations and result in greatercustomer engagement and loyalty.• Link employee performance to metrics and create a greater sense ofcommitment and accountabilityWORKSHOP HDAY TWO: PRE-CONFERENCE WORKSHOPS & KICK-OFF KEYNOTE continued Tuesday, June 11, 2013Register Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com1011:15 AM - Customer Experience Journey Mapping: Design Experiences that2:15 PM Drive Customer and Business Value (box lunch served)Donna Johnson, Principal, Applications Business Group CX and CRM, OracleJoin the Oracle Team for an interactive CX Design Workshop designed for businessleaders, CX professionals, innovators and change-agents.Participants will gain hands-on experience mapping customer journeys, diagnosingcustomer experience issues and identifying opportunities, and designingexperiences that deliver both customer and business value. We will address thestrategic challenges & opportunities that customer experience presents from globaland industry perspectives. Lastly, learn the fundamentals of CX Strategy & Designand how to catalyze customer experience transformations.This workshop will include skills for Customer Experience design:• In-depth understanding, CX Economics, and CX Branding Principles• Hands-on experience mapping customer journeys, diagnosing customerexperience issues and identifying opportunities, and (re) designing experiencesthat deliver both customer and business value• Introduction to agile and lean startup principles as foundations for rapid CXInnovationWORKSHOP ETechnology for Tomorrow: Turning Customer Experience intoActionTaylor Allis, Vice President, TeleTechLeveraging big customer data for more sales. Creating a 360-degree view ofcustomers. Building voice-of-the-customer programs. Improving customerrelationship management processes. Providing seamless customer serviceinteractions across all communication channels. These goals sit at the top oforganizations everywhere, so why is it so difficult to turn them into action plans andoperationalize them?Join TeleTech in an interactive workshop to understand the challenges blockingtodays biggest customer experience initiatives. This workshop will evaluate todaystechnologies and solutions to overcome these challenges, and the group willcollectively brainstorm a vision for the future of your customer experience.Attendees will walk away with a Top 10 Guide to help them:• Understand the current state of customer experience technology and theobstacles that stand in the way of realizing their vision• Know when to invest in new service technologies, when to integrate, and whento rip and replace• Think outside the box when it comes to delivering what customers wantWORKSHOP F11:00 AM Registration for Workshops E & F2:15 PM Registration for Workshop G & H5:30 PM(box lunchserved)
  11. 11. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATION6:20 PM Evening ExcursionOptional add-on show (Exact Show to be Announced)You asked, we delivered. We take your feedback very seriously andcontinually strive to bring you the complete experience from the momentyou arrive to the moment you leave. You asked for an opportunity to see ashow with fellow attendees and we’re happy to organize this. We realizeyou’ve had a long day of conferencing, so this is a chance to unwind withfellow attendees, leave work behind and engage with other like-mindedpeers. We’ve found our attendees to benefit just as much with thesenetworking events as they do during educational sessions. Don’t miss outon informal networking opportunities like this.We are in the final process of securing group seats for a premier show.Check back soon. Space will be very limited,Register Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com11MAINCONFERENCEKICK-OFFKEYNOTE2013 HAS MORE OF EVERYTHINGThat makes Call Center Week the annual meeting place forcustomer management leaders year after year...5:35 PMPro U.S.: Creating and Keeping Jobs in the U.S.Brian O’Mara, Vice President National Call Centers, Safelite® Group2011 Global Call Center of the Year finalistSafelite® Group is a multi-faceted vehicle glass and claims managementservice organization that operates four contact centers handling 15 millioncalls per year. Find out how Safelite developed a part-time staffing model thatallows the company to operate in the U.S. yet remain cost-competitive withIndia (the cost-per-call variance is 10%).• Realizing costs savings – part-time model versus full-time model costs• Enhancing customer experience – scaling up or down based on customerdemand and avoiding language barriers• Understanding what the hiring model looks like• Identifying target demographics for CSRs including college students,retirees, mothers• Conducting hiring assessments/personality profiles• Investing in an intuitive training model that allows you to get someone upand running within hours if needed even if they have no industryexperience.Why this matters to you? If you’ve considered offshoring, near shoring or homeshoring you’ll grapple with weighing the benefits and drawbacks. Learn howto keep service up and costs down in this local economy.OPEN TO ALL MAIN CONFERENCE ATTENDEES!MORE content • MORE choices • MORE end-user speakers • MORE inspirational, motivational keynotesMORE structured, meaningful networking • MORE global perspectives • MORE evening activitiesFor one travel spend and 5 days out of the office, you will get:MORE VALUE THAN EVER BEFORE• 2 Master Classes• 6 Workshops• 5 Concurrent Breakout Sessions• 13 World-Class Keynotes• 100+ Cutting-Edge Exhibitors• 50+ Educational Sessions• 2 Site Tours• Global Focus Day• Call Center Excellence Awards Celebration• 1200+ attendees with 55%representing end-users,more than any other eventDAY TWO: PRE-CONFERENCE WORKSHOPS & KICK-OFF KEYNOTE continued Tuesday, June 11, 2013
  12. 12. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONWednesday, June 12, 2013DAYTHREE MORNING KEYNOTES: A collection of passionate leaders, visionaries and inspirational storiesMAIN CONFERENCERegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com121. Avoid 3 Mistakes Good Contact Centers MakeLed by: Matt McConnell, CEO, Intradiem2. Home Agent Best PracticesLed by Neil Hooper, Senior MarketingManager, Plantronics3. Using Dashboards and Digital Signage toEnhance Productivity and Teamwork in YourContact CenterLed by: Matt Wheat, National Sales Manager,Texas Digital/NCR4. Customer Experience ManagementOptimizationLed by: Mike Burke, Vice President of Sales, IQServices5. Delivering Seamless Customer Experiencewith Multi-Channel SupportLed by: Colleen Miller, VP Contact CenterSolutions, Harte-Hanks6. The Challenges and Opportunities of a Multi-Channel Contact Center – from Dial Tone toSocial MediaLed by: Craig DiAngelo, VP, Enterprise &Operator Services, VoltDelta OnDemand7. Automation Strategies for Enhancing CustomerServiceLed by: Frank E. Paterno, VP Marketing,Intelliverse8. Workforce Management: Driving CustomerExperience and EfficiencyLed by :Bradley J. Baumunk, Solution MarketingManager – Best Practices Lead - CustomerService, Genesys9. Tons of data, but no actionable information.Learn how to harness Big Data in your contactcenter for true business valueLed by: John Peitler, Vice President,MicroautomationUmesh Jain, Founder and CEO, Nowanalytics10. Wireless Gone Wild: Unleashing the Power ofMobility in the Contact CenterLed by: Chris Schultz, Jabra DemandGeneration Director and Kay Phelps, Jabra UCSegment Manager11. Multi-Channel Centers: Lets Talk About WhichMetrics Matter!"Led by: Bruce L. Belfiore, Senior ResearchExecutive & CEO, BenchmarkPortalBACKBYPOPULARDEMAND!12:30 PM Call Center Excellent Awards Ceremony LuncheonFeaturing Lifetime Achievement Award Winner, Maxine Clark CEO of Build-a-BearDon’t miss out on the most anticipated event of the show, call center excellence awards.7:00 AM Registration & Morning Coffee8:00 AM Opening Remarks & Chief Networking Officer8:30 AM The Magic of Collaboration: Driving the Culture of theOrganization Down to the Front LinePatty Coaley, Director of Diversity Education/Show Producer, MGM ResortsInternationalThis opening morning keynote is sure to inspire you. Hear how 70 MGMResorts International employees wrote, produced and starred in their ownproduction called Inspiring our World: A Musical Journey. The showexplored MGM’s commitment to diversity and sustainability. “It was justlike America’s talent. Everyone did something different.”The show, led by motivational speaker Ondra Berry, shared the elementsof a typical company event including group handshakes, missionstatements, and claims that employees work for "the greatest company inthe world." But, instead of teaching in classroom setting, MGM producedthis musical production with the goal of getting all of its 62,000 Las Vegas-based employees engaged in its corporate diversity program. Don’t missthis moving session where MGM’s Chief Diversity Officer, Show Producerand even some of the show stars sharing vignettes! Walk away withunique ideas for employee engagement!Why this matters to you? You constantly seek creative ways to motivate,engage and inspire your employees to lead with passion. This is an over-the-top example of moving a large workforce to believe.9:15 AM Walk the Walk: Become a Customer CompanyTony Kavanagh, Vice President Service Cloud Marketing, and clientSmart organizations everywhere are realizing that in order to staycompetitive, they must be customer-centric. However, in today’s leanand fluctuating economic conditions, making decisions with yourcustomers in mind becomes a daily battle when it doesn’t alwaysreflect immediate bottom-line impact. Couple that with customersdedicating how and when they want to be communicated to and it’s adaily struggle to meet their expectations. In this session learn howService Cloud, the #1 customer service application, can help youconnect with your customers in a whole new way from the contactcenter, to self-service communities, social media and beyond. Also hearhow a Salesforce’s leading customer is setting new standards incustomer service, meeting customers where they want to be met, anddelighting them every time.Why this matters to you? Technology is accelerating faster than we cankeep it. You need tools and methods to help you deliver excellentservice every time.10:00 AM Morning Networking & Refreshments Break in Exhibit Hall*FEATUREDINBLOOMBERGBUSINESS,JANUARY2013Phyllis JamesChief Diversity OfficerMGM Resorts International= C-LEVEL EXECUTIVE10:45 AM INTRODUCING OUR SURPRISE KEYNOTE!The Bear Necessities of Business: Building a Company with HeartMaxine Clark has been "Chief Executive Bear" of Build-A-Bear Workshop, Inc. since thecompanys inception in 1997. Today there are more than 400 Build-A-Bear Workshop storesworldwide. Dont miss this exciting keynote from one of the true innovators in the retailindustry. Well hear about Maxines mission "to encourage the entrepreneurial spirit in others tomove our economy forward." As an entrepreneur, Maxine will share her story about creatingBuild-A-Bear Workshop and turning a simple idea into a successful company withheart. Dont miss the wonderful story peppered with input from Guests and Associates.• Key strategies for spotting emerging trends• Identifying and acting on customer needs• Understanding the tools needed to start, run and market a company from the ground up• Creating an award winning cultureHear how BBB uses customer insights to evolve their experience. Plus, find out why Build-A-Bear Workshop was named to the 2013 FORTUNE Best Companies to Work For(r) list for the 5thconsecutive year!Why this matters to you? We are constantly challenged with running a business in todayscompetitive environment. Our innovative Chief Executive Bear will provide the insightneeded to spot trends, realize tremendous growth and build a company with heart.11:30 AM Roundtable Interactive Discussions (Peer-to-Peer Experiences, Led by SubjectMatter Experts) Leaders include executives from the following leading companies:Maxine ClarkFounder and Chief Executive BearBuild-A-Bear Workshop Where Best Friends Are Made
  13. 13. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONDAY THREE: MAIN CONFERENCE Wednesday, June 12, 2013 • CONCURRENT BREAKOUT SESSIONS: Best practice sharing with information you can apply to your world.TRACK ATransformational LeadershipTRACK BBreakthrough Tools & TechnologyTRACK CData-Driven Insights & AnalyticsChair: Rich Guth, Vice Presidentof Marketing, TranseraTRACK DAchieving Peak PerformanceTRACK ECustomer Experience ExcellenceChair: Kevin Karlin, TechnicalProduct Manager, SymbiWhen Training IsntEnough: An AgentDevelopmentMethodology thatImproves Business ResultsCaroline Hagan, Vice PresidentMember Services, AeroplanCanadaJohn Bardawill, ManagingDirector, TMG International Inc.In this case study presentation,Caroline Hagan, Vice PresidentMember Services, Aeroplan willdiscuss how Aeroplandeveloped a successful AgentDevelopment strategy tosupport a major transformationof their Contact Center. Thechallenge was to drive changeat the agent level that was inline with the new strategy andhad a positive impact on thecustomer experience.Hear how TMG International Inc.developed a uniquecompetency framework andmethodology to help Aeroplanre-engage and re-orient itsagents around theorganization’s new vision andmission. Key components of thismethodology will be exploredincluding how to:• Develop an organizationalmodel that allows for sufficientand ongoing coaching• Manage the many factorsand levers required forperformance optimization• Facilitate a strongagent/customer relationship• Develop a sales-driven cultureamongst the agents• Leverage the call structure toensure consistent results andan improved customerexperienceSocial CRM: Dig Deeperto Uncover What YourCustomers Really ThinkJames Norwood, ChiefMarketing Officer, KANA andclientSocial media is transforming thebusiness-to-customerrelationship. The opinions yourcustomers are openly sharing onpublic review sites, Facebookand Twitter, and a multitude ofother communities and forums,essentially constitute marketresearch, free of cost. Payingattention to whats being saidprovides a valuable opportunityto better understand yourcustomers. This session willprovide insight into social mediamonitoring that goes beyondreputation management,tapping into the passion of yourcustomer base to help youunderstand their joys andfrustrations with your brand intheir own words.• Leveraging listeningtechnology to analyze thelarge quantities of constantlygenerated online commentaryin real time• Employing text analytics toidentify meaning,• Proactively evolving in thedirection of your customersneeds• Processing natural language inorder to track onlineconversations more accurately• Conducting root-causeanalysis• Analyzing and diving into thecomments being made• Find out how to leveragequalitative and quantifiableinsights to identify and addresspotential gaps between yourbrand promise and thecustomer experienceTransitioning from Serviceto Sales: Positioning the“Sales Connection” asthe Key to EmpowermentJane Pearson-Wray, CSG - Sr.Manager, ContinuousImprovement, Electrolux MajorAppliances, NAExpanding the role and skillset offrontline agents can enhancetheir value to customers as wellas to your company. This sessionwill focus on improving youragents’ ability to strengthencustomer relationships and drivemore revenue for yourorganization. Electrolux MajorAppliances, a global leader inhousehold appliances sellingmore than more than 40 millionproducts to customers in 150+markets, manufacturer’s strongbrands including Electrolux andFrigidaire products. In 2011, anew CEO started and launched10 “smart initiatives” with onedirected to the contact center –generate revenue dollars forafter market needs. Find outhow the company convertedcalls into a sales opportunity andachieved a 325% growth inconsumable goods revenue injust one year.• Understanding when totransition from a service tosales environment• Enhancing customerrelationships by offering valueadded services and products• Driving cultural change,gaining buy-in,“cheerleading,” and keepingit fun• Implementing a 7 step “VModel” process for driving theinitiative• Launching a commissionstructure with culture buildingteam activities/rewardsStrategies for AchievingWorld-Class Excellenceand Ensuring ConsistencyAcross ChannelsKim Flemm, Vice President &Head of Operations RetirementSolutions, The Guardian LifeInsurance• 2011-2012 J.D. Power andAssociations Call CenterCertificationThe Guardian Insurance &Annuity Company, Inc. (GIAChas been recognized for callcenter operation customersatisfaction excellence underthe J.D. Power and AssociatesCall Center CertificationProgramSM for two straightyears. The company, operatinga very complex financialservices center with a long pre-approval process, recentlyramped up and shortened theagent training process. Thissession will share strategies forensuring consistency in thequality of products/servicesand in the valuerepresentatives put on thecustomer experience.• Learn the critical areas ofcustomer satisfaction• What best practices havebeen aligned with theircustomer needs• An innovative approach topre-hire interviews called“Round Robins”• Hiring, training andassessment practices as wellfor both full-time and tempstaffTRACK SESSIONS BEGIN Tracks will be 45 minutes in length with five minutes for transition time. You can move between tracks as much as you’d like, this is your experience to customize.Register Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com131:45 PM Creating a Winning CallCenter Culture – FortuneBest Place to WorkPresenter!Marc Bernica, Vice President ofOperations, BrightHorizons• Fortune Top 100 Places to Work= 13 straight years• 2012 Center of Excellence,BenchmarkPortalFounded in 1986, Bright HorizonsFamily Solutions a leadingprovider of employer-sponsoredchild care, early education, andwork/life solutions. When familiescall looking for care for theirloved ones, they need to beserved by people who do morethan process a transaction; theyneed personal service fromsomeone ready to provide acustomized caring solution.Bright Horizons is a 2012 recipientof the Center of ExcellenceAward and has been on theFortune Top 100 Places to Workfor 13 straight years. Find outhow the company’s guidingprinciples are engrained in theculture to the point where everyemployee is living and breathingits core values. You’ll hearoutstanding results caused bytheir employee engagementincluding 80% of their new hiresare employee referrals, customersatisfaction averages 97.3% andtheir agent satisfaction is aperfect100%.• Learn about their formalrecognition program designedaround their principles andincentivized by performance• Hear how and why they givetheir staff a heightened level ofautonomy• Walk away with strategies formastering performancethrough the company culture
  14. 14. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONDAY THREE: MAIN CONFERENCE continued Wednesday, June 12, 20132:35 PM Finding the Best Fit:Recruiting for YourCulture & HiringAssessments for TalentDevelopmentLynn O’Neill, Corporate VicePresident, New York LifeFind out how New York Lifereduced turnover from 2.5% to1% and firmly believes that you“should never settle” with yourhiring selections. During thissession you’ll learn about NewYork Life’s hiring assessmentprocess and how they’vestreamlined it for top efficiency.You’ll have a chance to seethe actual hiring assessmentdashboards used by the NewYork Life. Walk away withstrategies for uncovering theright fit for the right jobs - all inaccordance with your overallculture and mission.• Pre-determining acandidate’s cultural fit withyour organization• Leveraging personalityprofiles to match candidateswith different internalpositions• Employing scorecards andanalysis to review results andprobe candidates for thebest fit• Pinpointing candidates’strengths and weaknesses byanalyzing their scoresVirtual Agents (VA’s)–Engaging in AutomatedConversations withCustomers in Self-Service EnvironmentsIntelliresponse & clientFind out how to empoweringcustomers through theirjourney for answers and taskcompletion by simplifying theprocess of deliveringinformation across multipleinteraction channels. Realizingkey organizational benefitsincluding:• Cost reduction via deflectionof phone calls and emailsfrom the contact center• Revenue generation viasupport of cross-selling andupselling efforts• Deep customer insight viareal-time voice of thecustomer analyticsFind out how to deliver anenhanced customerexperience by making it easyand enjoyable for customersto get answers to theirquestions when and wherethey choosePersonality MattersRhonda HammondVice President CorporateOperations, TriWest HealthCareAllianceMike Ashe, Vice President,MattersightEach person has differentbehavioral characteristics thatdefine their world view,psychological needs and theway they interact with theworld around them. The waythey communicate and thelanguage they use, on asecond-by-second basis, areadvertisements that provide aclear window into theirpersonality and behavior.Knowing how importantpersonality and behavior are tohuman interaction, behavioralconnection can advanceCustomer RelationshipManagement to the nextlevel.In this case study, TriWestwill present their approach andresults from implementingMattersights PredictiveBehavioral Routing Solution.Within 2 weeks ofimplementing, they measuredthe following results:• 68 seconds (64%) ATT savingsduring non-peak periods• 27 seconds (11%) overall ATTsavings• Increase is customersatisfaction• Increase in FCR• Over 500% Return onInvestment with break-evenpoint in the 1st quarter ofimplementationEveryone is Busy but noone is HappyTerri Pennypacker, SeniorManager, Product Marketing,Pegasystems Inc. & clientLooking out across yourcontact centers you see anincredibly hard workingcommitted call center staff. Sowhy dont your results reflect alltheir hard work? Join us tolearn how your technology canguide your servicerepresentatives through eachcustomer interaction,regardless of channel,delivering a more personalizedand productive interaction.In this session we will show howto:• Capture your business andthe customer goals directlywithin your technology• Guide each serviceinteraction - delivering theNext-Best-Action throughouteach interaction• Rapidly adapt to constantlychanging, channels,products, regulations withoutcustomizationsThe case study will showcasehow a leading organization isdelivering incredible results -increasing their CustomerAppreciation Scores whiledriving out cost.Register Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com14TRACK SESSIONS CONTINUEEnsuring a Clear andConsistent Messageabout the CustomerExperienceProtection 1 has over 65locations, and actively ensuresthe company thinks and actslike one team. Protection 1’sculture can be described as ademanding, yet caring,environment. The companybelieves that setting highexpectations inspiresemployees to be the best theycan be. Too often mediocrity isan accepted practice withincompany performance—yetpeople often want to bechallenged to reach their truepotential. Find out howProtection 1 has created aculture that allows just that.• Ensuring the C Suite providesa clear and consistentmessage about the customerexperience.• Reducing service back logtime across the company• Focusing call centers on thekey metric that has thegreatest impact on thecustomer experience – LCW(Longest Call Waiting)“At the end of the day, webelieve the passion of ouremployees and getting theircommitment to give theirdiscretionary effort—meaningthe extra effort that is notrequired by the company, buttruly comes from their heart—iswhat makes Protection 1 aunique culture.”Jamie Haenggi,Chief Marketingand CustomerExperience Officer,Protection 1= C-LEVEL EXECUTIVE
  15. 15. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONTRACK SESSIONS CONTINUEGrubHub Taps CuttingEdge Cloud Solutions toDelight DinersLiz Osborn, Vice President ofProduct and SolutionMarketing, Five9Todd Provino, VP of CustomerService, GrubHubOrganizations continue tostruggle with Cloudmisconceptions and how tofully take advantage of nextgeneration Cloud technologywithin the contact center.Come hear how a leadingorganization is leveragingcutting-edge cloud contactcenter technology togain impactful results such asincreased business agility,enhanced agent productivityand improved customersatisfaction.Using Business ImpactMeasurement to DriveHigher EducationOpportunities in CallCenter OperationsDorothy Martin, LearningLINKNational Program Manager,Verizon WirelessVerizon Wireless developed aunique model eight years agoto measure the business impactof their tuition assistanceprogram. The results of thismeasurement laid thegroundwork for the creation of avariety of college-leveleducational programs that areoffered in their Call Centersacross the country.This session will explain howthese educational programshave impacted the business aswell as the personal andprofessional development of theemployees. You will learn :• The importance of measuringthe value of tuition assistanceprograms in relation tobusiness impact• How college-level educationprogram offerings can supportemployee retention,engagement, career mobility,talent management strategiesand job performance• The types of customizededucational programs offeredat Verizon Wireless CallCenters• The value of selecting the rightuniversity partners to createthe customized curriculum• How these programs havechanged people’s livesBest Practices forFocused Investments inContact CenterAnalyticsPratham Hedde, Vice PresidentAnalytics and Research,Genpact and client from GEMoneyThis session will explore world-class strategies for integratinganalytics in contact centers.We’ll look at applications thatderive significant value fromlarge data sets spanninginternal data, customercontact details, internetcontact information andexternal data including.• Call elimination strategy –analytics driven IVRoptimization, FCR, Webbreakage elimination andcross channel penetration• Customer satisfaction –Building an integratedframework for Voice ofCustomer and Call QualityprocessThe client case study featuringGE Money will focus onleveraging analytics toexperience quantum leaps inperformance and realize highcost savings. Find out how toachieve continual optimizationusing advanced analytictechniques and improvementsto achieve sustained resultsand benefits.Register Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com153:30 PM Driving Performance withSolid OperatingPrinciples andObjectivesMeg Neafsey, Vice President,American Water2012 IQPC Call CenterExcellence Winner – Best in ClassCall Center Over 200 SeatsAmerican Water employs 7,000people and provides anestimated 15 million customerswith water and wastewaterservice and generated $2,368.9 million in total operatingrevenue in 2011. One of thelead causes of its success canbe attributed to its investmentin technology, however, it isalso due to its culture ofperformance, accountabilityand measurement that hasbeen developed. Get aninside look into their keyoperating principles and howthey stay on track.• Learn how they measure andmanage performancethrough metrics• How they continuouslyimprove their training• See their detailed trainingcurriculum at each level• Empower their teams to self-manage work volume,allocate resources andoptimize operationsAchieving Multi-Channel ExcellenceThe key to differentiating yourcustomer experience is todeliver holistic, personalizedinteractions across channels. Inthis session, we’ll focus on theimplementing tools andstrategies for achieving peakperformance across multiplechannels. Find out how tomaximize customer satisfactionand loyalty—while reducingcost to serve and increasingrevenue.• Delighting customers at everytouch point.• Implementing social mediastrategies• Transforming analytics intoactionable knowledge• Personalizing technology formeeting generationaldifferences• Walk away with bestpractices for communicatingwith customers in real-time intheir choice of channel.4:05 PM Afternoon Networking & Refreshments Break: Meet the Awards Winners in the Exhibit HallDAY THREE: MAIN CONFERENCE continued Wednesday, June 12, 2013
  16. 16. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATION4:50 PM The Role of Culture in Delivering World-Class CustomerServiceIn this joint presentation, global technology company Google presentsalongside their global contact center provider, TELUS International, to discussthe role of culture in rallying agents and transforming customer service. Usingexamples and best practices, this session covers:• How to drive and sustain a customer-service culture from the start• Implementing incentives to inspire “extra-mile” agent performance• Creating a culture with meaning – getting your team to rally behind causes• Using culture to hire and retain the next wave of Millennial talent• The value of using social and collaborative tools in the workplace• Why we need to work the way we live – and the tools that help• Finding and selecting the right partners to bring your culture to lifeWhy this matters to you? Walk away with new ideas and strategies for buildinga culture that attracts talent, enhances your brand, drives revenue, and mostimportantly, puts customers first.5:35 PM Dancing with the Talent Stars – Tapping into Talent forGrowth• 2012 #1 Learning Elite company, CLO magazine• 2012 #1 Leadership Development, Leadership Excellence Magazine• 2012 #2 Leadership Development, FortuneWheaties is an iconic brand. The world’s most prominent athletes haveendorsed “the breakfast of champions.” Our distinguished keynote’sprimary job as a practitioner in the field of talent management has been tonurture the internal champions – dedicated employees. This thoughtprovoking session will draw on Kevin Wilde’s years of experience at twocompanies renowned for talent development – General Electric andGeneral Mills. Talent has become a natural rhythm of the business,developing a mindset where the employees are a product which to investand build for the future.• Talent Management: Stepping it up to deliver integrated solutions totoday’s development challenges• Leadership Development – Grooming stars for the main stage• Walk away with strategies for executing a practical talent roadmap forsystematic assessment and planningRegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com16"I had a tremendously outstanding time! The fresh ideasand wonderful sessions and people were so good formy mind. It was a great opportunity to be around suchpositively charged and righteously motivatedindividuals in my own professional, that reallyunderstand and appreciate what we do!"- Stuart Beame, Director of the Student Information Center at Central PiedmontCommunity CollegeDAY THREE: MAIN CONFERENCE continued Wednesday, June 12, 2013What this matters to you? The call center industry is all about people. In orderto attract and keep the best talent you need to nurture and develop yourtalent.6:20 PM Cocktail ReceptionJoin us in the exhibit hall for an exciting evening reception.Here’s your chance to unwind and meet the delegates,speakers, sponsors, media partners – and your friendly IQPCteam. Bring plenty of business cards.7:30 PM Dinner Dine-AroundsEnd the day with dinner with fellow speakers and attendees. We will have sign-up sheets to local restaurants at the information desk.Each restaurant will have a theme as a way to bring together like-mindedpeople. If you’re an inbound calls center, attend the inbound call centerdinner. This sure beats ordering room service! Attendees are responsible for theirfood & beverage. Meet at the designated restaurant for a 7 pm reservationunder the name “Call Center Week”Dinner Themes will include:• inbound call centers• sales centers• virtual agents• large call centers• small call centers• customer experiencePeter “Scotch” ScocimaraDirector Enterprise Global SupportGoogleJeffrey PurritPresidentTELUS International= C-LEVEL EXECUTIVEKevin D. WildeChief Learning Officer and VP, Organizational EffectivenessGeneral MillsGOOGLEANDTELUSINTERNATIONALCO-PRESENTATION
  17. 17. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONThursday, June 13, 2013DAYFOUR MORNING KEYNOTES: A collection of passionate leaders, visionaries and inspirational storiesMAIN CONFERENCERegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com177:00 AM Registration & Morning Coffee8:00 AM Opening Remarks8:15 AM Call Center Excellence Award Panel8:45 AM Empowering People. Powering Brands.Donna Johnson, Principal, Applications Business Group CX and CRM,Oracle and clientThe Customer Service Leader is under greater pressure today than ever before.With rapid adoption of new communication technologies and devices bycustomers, customer expectations are on the rise and social media provides avenue to share their experiences. The balance of power between the buyer andseller has forever changed. Learn about the channels of interaction along theexperience and how customer expectations are changing.To respond to these industry drivers, Customer Service Leaders have anopportunity to deliver a superior customer experience, achieve operationalexcellence, and transform your service organization. This results in the delivery ofyour brand promise and improved customer loyalty. With Oracle, your serviceorganization can improve efficiency while treating every interaction as anopportunity to deliver superior customer experience and increase revenuethroughout the entire customer lifecycle.The Big Idea: Treat every interaction as an opportunity to deliver superior serviceand increase revenue9:30 AM Morning Networking & Refreshments Break & Live Demo Drivein the Exhibit Hall10:15 AM TECH DISCOVERY ZONECall centers are in the infancy stage of transforming into interactive centers.Today, call centers and technology go hand in hand. Do you wish you coulddiscover all the latest in technological advancements in the customer careindustry under one roof? Do you wish you could do this outside the confines ofthe exhibit hall, where you can touch, feel and compare technology withineach category in an environment void of pressure to buy?Now you can. We’re pleased to present this first time event – DISCOVERY ZONE,where there will be four rooms filled with the latest technology in your mostdesired tech categories. These rooms will be filled with instructional videos,technology demos, actual products for to see and feel yourself. There will alsobe experts on-hand to answer questions or just allow you to wonder the roomtesting them out for yourself.11:00 AM Engraining the Customer Experience into the Culture andDriving InnovationCredit unions like 1st Advantage are not-for-profit financial co-ops; the focus is onmembers, not outside investors, and profits are reinvested into the credit union.Find out how 1st Advantage Federal Credit Union engages front line and seniormanagement employees to provide exceptional customer experience. Learnhow to create the cultural environment for innovation through your values andthe experience you want to provide to both employees and customers.• Developing a 4 day academy that covers values, skillsets, memberdedications and a yearly refresher academy• Listening and acting on internal customer feedback for new product andprocess innovation• Getting buy-in from ideas that stem from peer to peer brainstorming ratherthan top down implementation• Creating an innovation team comprising volunteer employees armed withcreating solutions for the company’s biggest challenges as outlined by topexecutives• Developing specific guidelines of what customer experience should look likeand incorporating it in standard operating procedures• Implementing performance management programs including: Net Promoter,member surveys, and mystery shopsWhy this matters to you? We live in a world where products are communized, thusthe business is leaning on customer service as a way to differentiate. Walk awaywith a strategy for beginning or improving your innovation process starting today!11:45 AM Walgreens: At the Corner of Personalization and IntelligentMultichannelMike Wooden, SVP, ConvergysProactive customer outreach can help you retain customers, increaseincremental revenue, and build customer loyalty. By personalizing theinteraction, you gain trust and ensure that your outreach is seen as valuable. Inthis case study, we’ll focus on how Walgreens used intelligent, multichannelnotification to contact more than a million customers about importantinsurance coverage changes and convert those customers to a new program.Learn how to use personalized notifications to:• Improve customer satisfaction and build loyalty• Reach high volumes of customers cost effectively• Target and personalize notifications for improved response• Utilize customers’ channel preferences for communicationsWhy this matters to you? Thanks to some of the top leading brands, customersexpect you to understand them and speak to them in a personalized way.Walk away with insight on how one of the largest retail chains in the U.S. hasdeveloped cross-channel integration that delights their customers.12:30 PM Networking LuncheonSponsored by:ORACLECLIENTCASESTUDYZONESCENTERSTHEMESWILLINCLUDE:Automation,Social/Mobile,Metrics,IVRandmore.Lisa ChurchChief Experience Officer1st Advantage Credit UnionTroy H. MillsDVP – Customer Care OperationsWalgreen Co.= C-LEVEL EXECUTIVE
  18. 18. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONDAY FOUR: MAIN CONFERENCE Thursday, June 13, 2013 • CONCURRENT BREAKOUT SESSIONS: Best practice sharing with information you can apply to your world.TRACK ATransformational LeadershipTRACK BBreakthrough Tools & TechnologyTRACK CData-Driven Insights & Analytics1:45 PM Complete CustomerExperienceBradley J Baumunk, SolutionMarketing Manager - Best PracticesLead - Customer Service, Genesys &clientThe key to taking your business to thenext level in today’s world is throughpositive customer interactions. Findout how to implement solutions forwinning new customers, increasingcustomer loyalty and achieving keybusiness goals.• Employing workforce managementsolutions to track customerexperience in the call center fromend to end• Reducing churn and increasingaverage revenue per customer bydelivering on the brand promise• Leveraging advanced technologyfor proactive, personalizedcustomer service and streamlinedservice deliveryKey Steps for a SuccessfulMulti-Channel MarketingCampaignTara Kelly, President, SPLICE Software &clientThis case study will explore a real-world example of how call centersolutions play a critical role in thesuccess of multi-channel marketingcampaigns. This presentation willdetail all the steps of a successfulmulti-channel campaign fromdevelopment to implementation andwill include insights into howorganizations can:• Enhance customer experience andloyalty across channels;• Align customer and employeeexperience;• Drive strategic direction andbusiness value; and• Realize cost efficiency and savingsto increase top line revenue.Employing SugarCRM: DrivingCollaboration, Flexibility andGrowthGeoffrey Mobisson, ManagingDirector Technology & MarketingLevementum, LLCIn this session, we’ll hear abouttechnology services available totranslate strategic business agendasinto IT initiatives and solutions formeasurably improving performance.SugarCRM delivers a feature-rich setof business processes that enhancemarketing effectiveness, drive salesperformance, improve customersatisfaction and provide executiveinsight into business performance. Inthis client case study, we will look athow successful CRM implementationcan drive growth and maximizeefficiencies in business practices,processes, and relationshipmanagement.• Defining customer challenges andobjectives• Leveraging technology toimplement a business process basedsolution• Navigating the process ofimplementing a CRM solution• Identifying key competenciesneeded to set- up, configure,maintain, and customize SugarCRMWalk away with strategies foridentifying and implementing the rightprocess and information model tofoster world class performance andconsistency.Revolutionizing CustomerExperience across MultipleChannelsShawn Castle, Manager, ValvolineSupportDiscover how to deliver apersonalized customer experience bytaking a multichannel approach toyour call center. Walk away withstrategies for customer data thatconverts feedback from phone calls,e-mails, chats, and social media intoactionable insights. Learn how to:• Leverage the call center as thecollection point of complaints,comments, and suggestions.• Consolidate customer data• Organize data into feedback thatcan be shared and understoodinternally• Leverage analytics to predictcustomer behavior• Organize data into customerscorecards that you can react tojust like other financial metrics.TRACK SESSIONS BEGIN Tracks will be 45 minutes in length with five minutes for transition time. You can move between tracks as much as you’d like, this is your experience to customize.Register Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com182:30 PM Afternoon Networking & Refreshments Break in Exhibit Hall – Don’t miss out on the grand prize announcementsTRACK DAchieving Peak Performance"I love Call Center Weekbecause the conferencedefinitely allows us tounderstand theinnovation that is goingon in the business; thetechnology that isemerging and how wecan apply it to drive ourcustomer satisfactionhigher."- Larry Willis, Director SalesOperations and Customer Service,Black & Decker
  19. 19. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONTRACK SESSIONS CONTINUERegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com193:15 PM Creating a Formalized CallCenter Employee Career PathProgramAmy Veasley, Director ESC SolutionCenter Operations, Assurant SolutionsJimmy Griffith, Director ESC SolutionCenter Operations, Assurant Solutions• Runner-Up 2012 Call Center WeekExcellence Award: Greatest JobCreating a Culture that Inspires World-Class ExcellenceFind out how promoting individualemployee growth through a formalproven career path program andcreating a fun, high-energyenvironment encourages employees todeliver excellent customer service!• Creating a formal call centeremployee career path program• Providing a step-by-step processaligning courses, on-the-jobobservation/training, and skills• Integrating a career path programinto ongoing coaching and IndividualDevelopment Plan (IDP) processes• Linking career opportunities on theintranet for employee accessibility+Creating a fun, high-energy contactcenter environment• Using different types of recognition toencourage the right behaviors• Keeping employees "in the know"• Having fun at workResults:20% of callcenter employees have progressedinto more advanced roles12% of callcenter support staff team membershave been promoted into new rolesin the Assurant Solutions familyRemote Agents: Transitioningto a Virtual Model for Cost andEfficiency SavingsKatie Reagan, Director HRConnect,Contact Team, Iron Mountain• 2012 ranked #168 on InformationWeek500, making 10th consecutive year ofmaking the list of the nation’s mostinnovative users of technology• 2012 Fortune’s “World Most AdmiredCompanies” list for the 8th consecutiveyearLearn out how Iron Mountaintransitioned from 35 field HRAdministrators to 10 virtual HR Advisors.In this session, you will learn the beststeps for building out a virtual teamboth from a ‘fit’ and technologystandpoint.• Understanding what a virtualworkforce looks like• Creating a process flow for inquiries• Blending a service delivery model foradditional support, growthopportunities and cost efficiency• Expanding your talent pool with byoffering work at home opportunitiesand scheduling flexibility• Developing the leadership skill set formanaging, motivating andrewarding a virtual teamHOT TOPIC!If you have a hot topic orcompelling case study and isinterested in speaking, contactsimon.copcutt@iqpc.comTop 10 Ways to Improve CallCenter Employee Motivation -Non- Profit PerspectiveTom Dalton, Relationship CoordinatorManager, HealthFirstKimberly Warrick, Client ServicesManager NJ Shares in Partnership,Verizon NJEmployee motivation is one of themost challenging management tasks.Plus, it has the greatest impact on theoverall call center performance andsuccess. There are no silver bulletsthat can be applied universally asmotivation does not come with a“one size fits all” checklist. Manyfactors come into play – the size ofyour center, the culture – and mostimportantly – the employees. Ourengaging panelists from diverseindustries will share some of theirwinning strategies. This session willalso include audience participationand collaboration. An audiencevolunteer will write down our group’stop strategies live from the session;post event, IQPC will make the top listavailable on our website.• Developing low cost incentiveprograms around call volume,quality and first call resolution• Celebrating occasions andsuccesses• Creating a team environment withcontests, awards, prizes andcollaboration efforts4:00 PM It’s Not Your Daddy’s Chevrolet Anymore – The Future of Customer CommunicationBoard of Directors, SOCAPHarris Polling -one of the most trusted institutes in America.Non-profit ConsumerReports, one of America’s most trusted brands, is the 4th largest publicationin America and the 3rd largest subscription in America – with 8.4 million customers. Don’t miss thisinsightful keynote by one of the company’s top 5 executives on the operating committee. Mr.D’Alessandro is focused on developing strategies that meet budgets/metrics and driving theimplementation of new technologies for efficiency and automation. Find out lessons learnedfrom a company that shifted from print to online with the vast income now coming from online.• Embracing a changing paradigm with the way customers want to connect with us• Understanding the impact of internet surfing as 70% of traffic is confined to only 4sites including Facebook, Amazon and Google.• “Being where customers are” – impact of kindles, smartphones, tablets and othertechnologies• Learn strategies for positioning customer service to deliver metrics and strategicadvantage to both customers and the business!Why this matters to you? Every business is in a major paradigm shift thanks to therapid advancement of the technology and the digital consumer. Learn how apublishing house listened to their customers and continues to deliver in this changingworld.CONCLUDINGKEYNOTEDAY FOUR: MAIN CONFERENCE continued Thursday, June 13, 2013Michael D’AlessandroVP Executive Operations and Chief of StaffConsumer Reports= C-LEVEL EXECUTIVE
  20. 20. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONRegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com20Friday, June 14, 2013DAYFIVEPOST-CONFERENCESITE TOUR & GLOBAL FOCUS DAY8:30 AM - 11:30 AMGroup 1: Site Tour I10:30 AM - 1:30 PMGroup 2: Site Tour JGLOBAL FOCUS DAYDriving Business Value and Delivering Consistent World-Class Experience in a Multi-Channel Global EnvironmentThe International Focus Day identifies shared issues among different verticals andregions to leverage peer-to-peer networking and problem-solving. With the globalcontact center market responsible for about $2 billion in business, companies needtheir call centers to provide outstanding customer service to retain customers andincrease sales.Speakers will share insights and experiences from a global perspective. While theindustry struggles to deal with a rebounding economy, pressure to reduceoverhead, and the struggle to keep every customer, the Global Focus Dayprovides contact center executives with strategies for achieving excellence in aglobal environment.SITE TOURSFeaturing a Tour and PresentationEACH SITE TOUR IS LIMITED TO 50 PEOPLE – Please register early to reserve your spot on thisexciting tour! We expect all three Zappos site tours to sell out. Attendees wish to attendboth site tours can select I and L. All-Access 5 Day Pass holders may select one Zappos SiteTour and the Caesars Entertainment Site Tour – no additional charge, pending spaceavailability.About the Site Tour:Culture -ZAPPOS Makes Work “FUN”’s ultimate goal is for everyone in the world to be happy to go to work. Andits not just about work. Happy employees make happy husbands, wives, parents andfriends. Creating a strong culture at work is how can make the world abetterJoin us for a tour at the Henderson, Nevada corporate headquarters to learn about theZappos Family approach to customer loyalty, human resources, recruiting, training, andculture creation. During this tour, you’ll get to experience the inner workings of theZappos Family of companies, learn the history of and find out how $1 billiondollars in gross merchandise sales was achieved in less than 10 years. You’ll alsoexperience how a values’ based organization uses strong culture to live out every day.The Tour portion will include a walk-around tour of the headquarters and the customerloyalty team call center. As you tour the facilities, youll see how the Zappos Family ismotivated to Create Fun and A Little Weirdness in the workplace. We will also hear a 60minute presentation by Zappos Culture Evangelist (expect to see some funky job titles!)Don’t miss your opportunity to:ZAPPOS FAMILY SITE TOUROPENINGKEYNOTE&C-LEVELPERSPECTIVE12:30 PM - 3:30 PMGroup 3: Site Tour K8:00 AM Registration8:30 AM Employee Engagement – It Starts at the TopWinner 2012 Global Call Center of the YearIn 2012, UPMC Health Plan, a University of Pittsburgh-affiliated globalhealth enterprise, won an award for Global Call Center of the Year inthe large contact center category. Find out how the contact centerteam’s operational and strategic excellence, commitment to superiorservice and internal partnerships has set industry standards.One of the biggest misconceptions senior leaders have aboutemployee engagement is that it’s Human Resource’s responsibility.According to Kevin Sheridan, author of Building a Magnetic Culture,“The key ingredient for success for an employee engagement effort ismanagement accountability, and it starts at the top. Senior leadershipneeds to own it.”Mary Beth Jenkins is chief operating officer of UPMC Health Plan andUPMC WorkPartners. She is responsible for the Enrollment, CustomerService, Claims Processing, Facilities, Premium Billing, SystemConfiguration, and Mail Services departments. In this openingkeynote, Mary Beth will share her commitment to employeeengagement. Walk away with strategies for gaining C-Suite buy-inand ownership along with the direct supervisor’s contribution toengagement.Mary Beth JenkinsChief Operating OfficerUPMC Health Plan and UPMC WorkPartners= C-LEVEL EXECUTIVESOLD OUT SOLD OUT
  21. 21. WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATIONGLOBAL FOCUS DAYSITE TOURSRegister Today! Visit • Call 1-800-882-8684 • Email info@iqpc.com219:20 AM Competency-Based Learning & DevelopmentToni Ann Mills, Global Director - Learning and DevelopmentFenwal, a Fresenius Kabi CompanyCompetency–based training allows consistency and standards on aglobal basis, while at the same time ensuring that local needs our met.Our distinguished speaker from Fenwal, a Fresenius Cabi, which is adiversified medical equipment company based in Germany, has over12 years experience managing global operations.• Find out how competency-based training can help you prioritizeyour training dollars to achieve results. We will get our brain juicesgoing by using terms like competent, incompetent and non-competent.• Balancing "getting it done" with "ensuring it is applied"• Identifying the functional, personal and business elements requiredfor superior performance• Selecting and developing employees based on the identifiedcompetencies• Ensuring employee development is directly tied to job performance• Understanding how competencies fit in with measuring anddeveloping your team• Our distinguished presenter will demonstrate how to produce real,measurable outcomes. Walk away with strategies for ensuringglobal standards and meeting local business goals.10:20 AM Morning break10:45 AM Elevating the Call Center Profession: Assessing theValue of a Concentrated Masters DegreeTim Moruzzi, Progamme Director, Customer ContactPlanning and Management, Ulster Business SchoolWith over 1 million people employed in the content centre industry inthe UK along, it’s surprising there is only one program with aconcentrated masters program. We know the current training isfragmented and often lacks any research foundation on which toinform future provision. As call centers become more strategic, thereis a greater demand for agent talent and development. The newBachelor of Science with Honours in Customer Contact Planning andManagement degree.Learning & Development in the industry is of key strategic importanceand further investigation with current training providers and L&Dprofessionals indicates that the availability of such a programmewould result in;• Training budgets being easier to identify• A greater potential for personal and professional development• Witness the Zappos family culture in action• Hear the story of• “See the “Royalty” char and the office decorations• Tour Zappos customer loyalty department• Hear about the coaching tools• Participate in a question and answer period• Scratch the surface on the Zappos has won numerous awards such as:• 100 Best Companies to Work For, Fortune• Interactive Media – Top 10 Websites• Retailer Innovator of the Year: Tony Hsieh, CEO, Zappos.comZAPPOS FAMILY SITE TOUR continuedDAY FIVE: MAIN CONFERENCE continued Friday, June 14, 201311:45 AM – 2:40 PMSITE TOUR L11:45 AM - 12:25 PM (Lunch will be served)Introduction by Christopher Bowers, Director of Operations, Caesars EntertainmentOpening Site Tour Presentation Led by one of Caesars Entertainment’s Solution ProvidersIs Cloud Computing for You? An Unique Approach to Managing MultipleTeams Quickly and EfficientlyLiz Osborn, Vice President, Product and Solution Marketing, Five9You’ve heard the word “cloud” before, but what does it really mean? What are the keybenefits? Does it make sense for your call center? In this session, you’ll learn how a newoption for expanding and managing multiple teams and departments workingCAESARS ENTERTAINMENT SITE TOUR