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10th Annual Call Center Week


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Las Vegas, NV & New York, NY (March 17, 2009) – IQPC and Customer Management IQ are now accepting applications for the Call Center Excellence Awards. The Call Center Excellence Awards were established by IQPC to honor, recognize and promote call centers that demonstrate true best practices and achievement in the call center industry.

“Being recognized for call center excellence by our peers is a great honor and serves as confirmation of our hard work and commitment to providing excellent customer care. The IQPC award is an achievement that recognizes our strengths and capabilities and reinforces that the work we do makes a difference in the thousands of lives we touch on a daily basis” says Rosemarie Donzanti of CVS Caremark, 2008 winner of Best in Class Call Center (over 200 staff).

Winners receive world-wide recognition and acclaim in industry publications and press releases. This year, winners will be honored at the Call Center Excellence Awards Luncheon, taking place June 16, 2009 as part of the annual call center event, the 10th Annual Call Center Week.

The 2009 Call Center Excellence Awards categories are:

• Best in Class Call Center (over 200 staff)
• Best in Class Call Center (under 200 staff)
• The Call Center Leader of the Year
• Best Performance Putting the Voice of the Customer to Work
• Best Use of Leveraging Technology For Efficiency and Automation

Past winners include CVS Caremark, Whirlpool, Albridge Solutions, Horace Mann Insurance Companies, Cross Country Auto, Mass Mutual Financial, LeasePlan USA, City of Minneapolis, 311 and NCO Customer Management Inc.

The application deadline is Friday, May 8, 2009. Applications will be reviewed and judged by a group of industry experts. Finalists will be announced May 29, 2009. Apply for an award by visiting

The 10th Annual Call Center Week highlights call center strategies that turn adversity into advantage. Emphasis will be placed on reducing operational costs, leveraging technology to improve efficiency, and growing revenue generating opportunities. Industry speakers include Multimedia Games, CIGNA Voluntary, SunTrust Banks, Hilton Reservations and Customer Care, Horace Mann Insurance, CVS Caremark, Best Buy, Bath and Body Works, eHarmony, SecureAlert, Baylor Healthcare and many more.

Published in: Business, Technology
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10th Annual Call Center Week

  1. 1. New Master Class for Mature Call Centers Presents the only call center event supported by the Call Center Excellence awards… See page 5 for details… Learn from these Leading Innovators: Best Buy NEW Turn Adversity into Advantage | 08 Fortune Blue Ribbon Company; ’08 June 14-18, 2009 Bellagio, Las Vegas, NV BusinessWeek The 50 Best Performers CVS Caremark Featured Speakers for 2009: All New Winner IQPC’s ‘08 Excellence Award- Best in Class Call Center (over 200 staff) ‘08 Fortune Blue Ribbon Company Patrick Ramsey Nancy Valla Chief Operating Officer Vice President of Service Operations eHarmony New Multimedia Games CIGNA Voluntary ‘08 Gartner & 1to1 Customer Awards ’08 US N&W Report and NCQA- ranked a Windstream Communications New Todd Davis Top Commercial Health Plan ‘08 BusinessWeek The Customer Service CEO Elite LifeLock Om Kundu First Vice President ’09 Arizona Business Leadership Award Healthnet SunTrust Banks, Inc. Fortune 500 Michele Rowan ’08 Barlow Monarch Innovation Award Perot Systems New Vice President of Performance ’08 Fortune Most Admired Companies Management Dennis Bianchi Hilton Reservations and Senior Vice President Bath and Body Works Customer Care Horace Mann Insurance Winner IQPC’s 2007 Excellence Award – #2 InfoWeek’s ’08 Top 250 Innovators Winner IQPC’s 2008 Excellence Award - Best Call Center Leader Best Use of Voice of the Customer Baylor Healthcare New Top Reasons to Attend: ’08 InformationWeek’s 250 Top Innovators (ranked 16); ’06-’08 Dallas Business Journal Best Place to Work Call Center Week addresses the most pressing challenges and Leveraging technology to improve efficiencies and reduce • SecureAlert New opportunities seen in decades. The event’s agenda and activities operational costs Patented first emergency device feature an acute focus on: Growing revenue-generating capabilities of contact centers • combining GPS and cellular Best practices and innovative ways to reduce operational costs • Access Business Group, Managing up, across, and down the organization in • Division of Alticor New Best practices from Call Center Excellence Awards winners turbulent times • The Direct Selling Association Vision for Tomorrow Award clude: Site Tours in Learn from those who have thrived in economic challenges before! Call Center Week features experienced speakers and ground-breaking case And more! studies, 10+ hours of peer to peer networking and countless Q&A opportunities with the speaker faculty. See inside for more details…. Fortune mpany to 2009 Best Co Work For Major Sponsors: Media Partners: ma Williams-Sono cellence e-tailing Ex Get the most value with our Register today: Visit us at or call 1-800-882-8684 ▲ ▲ all access pricing (See page 15)
  2. 2. Here’s what Who Should Attend: Attendees had to say VPs/Directors/Managers of About Past Events • Call Centers • Contact Centers “Last year was my first year in • Operations attendance…what I took away from last • Customer Affairs Turn Adversity into Advantage Jun year that in turn I’m looking forward to • Consumer Relations e 14-18, 2009 | this coming year is the opportunity to • Customer Service Dear Executive: • Process Management network and to hear about the always • Customer Experience changing and advancements in • Employee Development & Training technology and most importantly I’m Surviving the economic storm and coming out stronger will take • Sales & Marketing savvy management. looking forward to sharing ABVI- The Financial Times correctly state s that “it all comes down to striki • Telemarketing ng a delicate balance between Goodwill’s story. “ - Carol Borsa, Director managing risk and managing the customer experience in order to retai • Business Analysts of Business Services, ABVI-Goodwill n customers” FT 10/08. • And any customer-focused executive Industries of Rochester Keeping customers and winning new ones via word of mouth is the key to maintaining top line revenue – you can neve r cut costs enough to survive if Here’s a snapshot of who you can’t maintain the top line. However, customers are now much less tolerant of any servi quot;I love Call Center Week because the attended last year’s event: ce glitch; research by TARP Worldwide has shown that even one conference definitely allows us to problem doubles sensitivity to price and forces companies into destructive price completion. Job Function understand the innovation that is going Therefore, delivering flawless servi ce is critical to maintaining reasonable margins and taking adva ■ 33% Customer Care on in the business; the technology that is ntage of the most cost effective mark eting mechanism – ■ 25% word of mouth. The call center is Management emerging and how we can apply it to the leading word of mouth managem ■ 12% ent available to most Operations/ companies. drive our customer satisfaction higher.quot; Quality - Larry Willis, Director Sales Operations Assurance and Customer Service, Black & Decker The good news is that it is ofte ■ 9% Marketing n much cheaper to give great serv ice than to just give ■ 3% good service. Intelligent small inves IT tments in technology and analytical ■ 3% tools can allow you to Engineer/ move to the next level of call cent er operations, where you are mea Architect surably contributing to the “I wanted to let you know that I am really top line at lower cost. This event ■ will give you the tools and busi ■ 3% HR/Training 1% Legal enjoying Call Center Week. It's a great ness cases to get what you need even in these lean time ■ ■ 2% Finance 1% Education s. opportunity to meet your peers and the ■ ■ 2% Not Given 1% Medicine best in the industry. It's been really great ■ ■ 2% Consultants 1% Media This mega event will take a realistic look at the economy and offer the receiving these two call center excellence ■ ■ 1% Area Manager strategies, insights, 1% Telecom practical examples and case studies to weather the economic storm, and awards!quot; - Charlie Cavolina, Cross even come out ahead, stronger and more agile. You will Country Automotive learn how to be innovative on the Industry fly, retain top performers, keep inexpensive delighters and creat e the emotional connection with your ■ 13% Manufacturing customers that lead to extra revenue and higher mar gins. ■ 12% Services quot;It's been a wonderful experience over ■ 12% Finance Get ready for a week of learning, ■ the last couple of days at Call Center 9% Health networking, and strategizing. I look forward to growing with ■ 9% Call centers Week. This is the first time I have you! ■ 7% Telecommunications attended. It has been incredible, the ■ 5% Energy/Utilty people I have met have been amazing Sincerely, ■ 5% Retailers and the presentations super. I was ■ 4% Insurance fortunate enough to have a collaborative P.S. New for 2009! All-Access ■ 3% Software Publishers session through a panel discussion in ■ 3% Credit and collections pricing is available… See page ■ which I learned a lot. Also winning an 3% Information Technology ■ 3% Education award on quot;Best in Class Call Center (over 15 for details. ■ Lisa Schulman 12% Other (Government, ISP, Automotive, 500 staff)quot; is an absolute bonus to the Cable & Internet, Real Estate, Gambling/ Program Director event.quot; Dennis Migel, Vice President of Casinos, Travel/hospitality, Charities/ Call Center IQ, a Division of IQPC the Toronto Contact Center, ScotiaBank Associations, Information, CRM, Toronto Publishing, Pharmaceutical, Police, Postal, Transportation, R&D, Law) 2 • 1-800-882-8684 Sponsors
  3. 3. Why Should I Attend? Main Conference Tracks Early-Bird offers are available for a limited time. Reserve your seat early for a Why do I need to attend this event in such a difficult business Bring your team to cover the most important themes in today’s contact center operations: discounted rate. See page 15 for details… climate? The current climate is exactly why you need to attend Call Center Week: TRACK A: People Power – Inspiring Performance and Experienced leaders will guide you through proven strategies • Accomplishing More with Less and techniques on how to reduce costs while maintaining This leadership/people oriented track will be focused on how to Register for the All Access lead and manage your team while operating with fewer resources customer service Pass which includes the freedom to move Sessions and workshops will show you how to either add or • TRACK B: TECHNOLOGY – Employing Technology for from session to session, the Call Center increase revenue-generating activities to your call center Enhancing Efficiency & Productivity Awards and participate in all the event has According to in-depth IQPC research, the marketplace is Call Center Week’s speakers, delegates and sponsors are a to offer! See page 15 for details… • especially interested in technology right now. Executives want customer-focused community. Discussions in the session, in the to leverage systems and technology to do more with less and exhibit hall, and at the networking functions will provide improve automation. insights on how to better service your customers. Register by April 10 to TRACK C: Cost Management, Performance Improvement, receive a free copy of: See first-hand the successes and challenges of two top-notch • VOC call centers, and Williams-Sonoma as they open Coming May 2009 from the American This track is designed to provide concrete strategies for their doors exclusively to the Call Center Week audience. reducing and managing operational costs in call centers. It will Management Association “Strategic Customer also detail specific performance improvement strategies. Plus, As additional incentives this year, the event offers all access • Service”. The first book summarizing 35 years you will discover how to put the voice of the customer to work pricing, the opportunity to purchase an entire workshop of TARP's work measuring and managing the and realize financial gain. day at a reduced rate, and an awards ceremony included in customer experience! Don’t miss the TARP the Main Conference. See page 15 for details… workshop – see workshop E The 2009 Call Center Excellence Awards honor, recognize, and promote the most innovative call center solutions and individuals over the past year. With Awards given in five categories, the Call Center Excellence Awards Why Apply for a Call Center Excellence Award: The 2009 Categories Include: are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions. Be recognized in front of hundreds of your call center peers 1. Best in Class Call Center (over 200 staff) • Join us during the Awards Luncheon on Tuesday, June 16th as winners are Add to your professional development with an industry- 2. Best in Class Call Center (under 200 • recognized for their unique achievements. Don’t miss your opportunity to recognized accolade staff) meet with current and future leaders in call centers. Be featured in post event press including press releases and 3. The Call Center Leader of the Year • Award winners will receive a beautiful customized award and have the media publications opportunity to present during a conference panel session. They will garner 4. Best Performance Putting the Voice of world wide recognition through post event press releases and in industry Share your expertise during the Winners Discussion Panel the Customer to Work • publications. on Wednesday June 17, 2009 5. Best Use of Leveraging Technology For Apply online at Applications Have the opportunity to present at Call Center Week 2010 Efficiency and Automation • are due May 8, 2009 with finalists announced on May 29, 2009. 3
  4. 4. These experienced call center practitioners will provide unmatched guidance and insights! Get exclusive C-level Practitioner Master-Class Leaders Tonya Choate Kimberly Warrick insights from: Security Administration Manager Client Service Center Manager Pati Crowley Baylor Healthcare NEW! NJ Shares NEW! Todd Davis Director of Customer Experience A 3 time delegate of the Call Center Week Carol Ferguson CEO Bath & Body Works Conference in Las Vegas. Help Desk Manager LifeLock NEW! Winner- IQPC’s 2007 Excellence Award for Call Baylor Healthcare NEW! Remus Siclovan ’09 Arizona Business Leadership Award Center Leader of the Year – Back by Popular Senior Systems Analyst Demand! Kristoffer Pagel Patrick Ramsey Healthnet Corporate IS Manager Chief Operating Officer Darshanna Tudor Fortune 500 Baylor Healthcare NEW! Multimedia Games NEW! Executive Vice President, Call Center ’08 InformationWeek’s 250 Top Gibbs Jones Operation Innovators (ranked 16); ’06-’08 Dallas Executive Vice President Marketing Alternatives NEW! Award-Winning and Business Journal Best Place to Work Suddenlink Cable TV Joseph Arsenault experienced presenters include: Top 10 U.S. Cable Broadband Provider Ed Kroschinski Manager, NOC Metrics Om Kundu Director, Global Service Desk Time Warner Cable Introducing two Call Center Summt First Vice President Perot Systems NEW! Back by Popular Demand! delegates who “graduated” to the SunTrust Banks, Inc. NEW! ’08 Fortune Most Admired Companies Rosemarie Donzanti speaker faculty: ’08 Barlow Monarch Innovation Award Sharon L. Ligney Vice President of Customer Care Services Nancy Valla Customer Care Manager, Westwood Mark Roberts CVS/Caremark Vice President of Service Kansas Senior Manager of Operations Service Winner IQPC’s ‘08 Excellence Award- Best in Class Operations Datacore Marketing, LLC NEW! Support Center Call Center (over 200 staff) ‘08 Fortune Blue CIGNA Voluntary NEW! Switch and Data NEW! Ribbon Company - Back by Popular Demand! Carol Borsa ’08 US N&W Report and NCQA- ranked a Director of Business Services David Wassilak Dr. Brooks Mitchell Top Commercial Health Plan ABVI-Goodwill Research Scientist, Durables Research and Professor of Management Dennis Bianchi Back by popular demand! Development Support University of Wyoming NEW! Senior Vice President Access Business Group - Part of the ALTICOR Joe Darnell Darryl Flores Horace Mann Insurance NEW! family of companies NEW! Vice President Monitoring Center Workforce and Contact Center Manager Winner IQPC’s 2008 Excellence Award - Operations Southwest Business Corporation Best Use of Voice of the Customer Site Tour Leaders: SecureAlert NEW! (SWBC) Roy Barnes Patented first emergency device Fast Track Winner #1 (San Antonio Business Jane Judd Former Senior Vice President combining GPS and cellular; 2008 Call Journal) – NEW to main agenda! Senior Manager of Customer Loyalty, Marriott Vacation Club Center Excellence Award Applicant Donna Hardy 2009 BusinessWeek Customer Service Don Perkins Jane is the 2008 International Customer Service Director of Call Center Operations Champ, A top rated speaker at Call Center Vice President of Product Marketing Manager of the Year (Customer Service Institute Simplexity NEW! Week ‘08 Windstream Communications NEW! of America) and a 2007 Customer Champion from Brett Peters Scott Ackerman 08 BusinessWeek The Customer Service Elite 1 to 1 Media. Director of Telecommunications VP Customer Care Jon Blum Troy Thornton Simplexity NEW! eHarmony NEW! Director of Sales Development Director of Customer Care Best in Overall Customer Experience by Keynote ‘08 Gartner & 1to1 Customer Awards Best Buy NEW! Williams-Sonoma, Inc. Systems, Forbes Magazine – Best of Web Michele Rowan Best Buy New ‘08 Fortune Blue Ribbon e-tailing Excellence Alex Sauickie Vice President of Performance Company; ’08 BusinessWeek The 50 Best Managing Director, Operations and Management Performers Services Hilton Reservations and Customer Care Albridge Solutions, a PNC Company NEW! #2 InfoWeek’s ’08 Top 250 Innovators Do YOU have a story to tell? IQPC is producing a number of leading edge programs in IQPC’s 2008 Excellence Award Best in Class Call NEW! our Customer Management/Marketing Strategy portfolio. If YOU would like to be considered as a Center (under 50 staff) presenter, please e-mail with a short description of your initiatives. 4 • 1-800-882-8684 Sponsors
  5. 5. DAY1 Pre-Conference Master Classes Sunday, June 14, 2009 All New With Interactive Learning Formats Mature Call Center Master Class: Approaches to Address “Improving Operational Performance”…Doing More with Less A B Current Industry Challenges This workshop will provide the knowledge and information required to excel in today’s demanding do-more-with-less call center environment. Don’t miss this moderated, executive-level master class designed for mature call ADVANCED BEGINNER TO INTERMEDIATE This masterclass will include a 45 ideas in 45 minutes brainstorming session. It’s an centers and executives with advanced experiences. The setting is a mixed-format idea per minute, raining dozens of new possibilities to utilize for your operation. With afternoon designed to leverage the experiences and collective insights of attendees. so many insights, tips and techniques that will be shared, the only question is whether Join us for this exclusive opportunity in “out of the box” thinking! you can write them all down! Part 1: BRAINSTORMING: THE CUSTOMER RETENTION GAME WHAT WILL BE COVERED: Retaining customers and getting them to continue being advocates for your brand is Ms. Tudor will highlight key points necessary operate a more efficient, more effective critical in today’s market. A short case study of a major retailer’s retention challenges call center. These points will include: will establish the framework for the brainstorming session. Discover best practices and what determines world-class service • 1:00pm – 6:00pm Choose A or B In this interactive workshop strategy, the group will uncover numerous ideas for: Learn what’s being measured today…and why • Retaining customers • Determine where you are headed, which goals to define and/or set • Spreading word of mouth • Creating a positive culture and its impact on agent retention • Encouraging customers to spend money • 45 Ideas in 45 Minutes Brainstorming Session • Strengthening brand loyalty • …and anything else the group deems important! • WHAT YOU WILL LEARN: OR Part 2: PROBLEM SOLVING: CUSTOMER SUPPORT & PROFITABILITY Ms. Tudor will share concepts and practices that can be applied to your operation and Larry Selden, professor emeritus at Columbia University and co-author of Angel implemented for immediate impact: Customers and Demon Customers, contends that the bottom 20 percent of Principles of value and performance • customers can drain profits by at least 80 percent, while the top 20 percent can How to achieve service level and response time objectives with quality • generate 150 percent of a company's profit. This session will utilize small, How to staff and schedule more efficiently • collaborative groups and facilitated moderation to explore methods for delivering The tradeoffs between average speed of answer, service level, occupancy and staff • profitable customer support. In this interactive brainstorming strategy, you will Darshanna Tudor, Executive Vice President, Call Center Operations participate in developing strategies for: Marketing Alternatives Retaining profitable customers with optimal support • Optimizing efficiency and effectiveness • Encouraging customers to require less-costly support • Customer value routing • Other techniques and approaches as identified by the group • Masterclasses’ chairperson and Part 1 - Brainstorming Leader: Pati Crowley, nced feature adva Director of Customer Experience Bath & Body Works Winner- IQPC’s 2007 Both options Excellence Award for Call Center Leader of the Year ats learning form Masterclass leader Part 2 – Problem Solving: Joseph Arsenault, Manager, NOC Metrics, Time Warner Cable Dine Around Join new friends and colleagues for dinner at one of the Bellagio’s top rated restaurants. All attendees wanting to join the group will need to sign in at the 6:30pm conference registration desk by 2:00 pm on Sunday, June 15, 2009. Each guest will receive their own check. Take advantage of the opportunity to get to know your peers prior to the start of the main event. 5
  6. 6. DAY2 Part 1: Strategies For Success Workshops Monday, June 15, 2009 This hands-on workshop day will provide the techniques, insights and strategy for taking your call center to the next level of performance and profitability. NEW – Attend the entire workshop day with freedom to move from session to session, all for one low price! (See page 15 for details…) Creating a World-Class Post-Call Survey Program The Cure for the Common Call Center Workshop: 8 Steps to C D Great Customer Experiences while Reducing Costs Learn how leading organizations design and deploy highly-effective post-call survey programs. These programs go far beyond just collecting data. They deliver substantial WHAT WILL BE COVERED improvements in key business metrics such as first-contact resolution, customer churn Today’s customers expect their interactions with businesses to be fast, convenient rates, and service consistency. 8:00am – 10:00am and easy. With a combination of strategy and technology, you can channel the right WHAT WILL BE COVERED: information across every communication path to create a far more unified, Mr. Dietz will outline the key design elements of world class post-call survey programs: consistent and satisfying customer experience—and you can reduce your operating Pros & Cons of various survey strategies • costs along the way. Right information, right hands, right time • WHAT YOU WILL LEARN Ownership and accountability • Explore strategies and technologies that deliver immediate results and support • When done right, a substantial return follows • long-term growth OR WHAT YOU WILL LEARN: Learn about the real-world challenges and the real-world gains of companies that • Establish the most effective survey strategy for your business • have taken their customer experience to the next level while reducing their costs Build more actionable customer surveys • A quantitative scorecard for diagnosing your call center • Use survey data to improve FCR and Customer churn • Andrew Hull, Director, Product Marketing, RightNow Technologies, Inc. Quantify the ROI on a post-call survey program • Erich C. Dietz, Sales Director, Mindshare Technologies, Inc. Measurably Moving From Good to Great Service While A Bold New Look at Solving Employee Attendance, Attrition E F Reducing Costs: Enhancing Self Service, Contact Prevention & Adherence Challenges and First Call Resolution WHAT WILL BE COVERED In a rapidly evolving and challenging economic climate it’s critical to obtain the best ed Sessions 10:15am – 1:15pm Working Lunch Included WHAT WILL BE COVERED Special Extend from your employees. Attendees will learn the results of new research studies showing It’s cheaper to give great service than to just give good service! how several contact centers have significantly improved attendance, retention, Up to 30% of your contact workload is preventable via education. schedule adherence, conversion rates, call quality, and morale. This topic is of urgent This workshop will incorporate case studies to clarify the causes of customer and critical importance to maximizing productivity at contact centers, especially those problems in a way that highlights those that can be easily avoided or handled via self with Gen X and Gen Y employees. service. This analysis will allow you to justify investments in customer education and WHAT WILL YOU WILL LEARN enhanced self service in a manner the CFO will accept. OR Key areas of interest will be: WHAT YOU WILL LEARN How to identify and reward the right behaviors • Identify causes of customer contact that can be prevented via customer education. • How incentives and rewards are directly related to employee attrition, attendance, • Select the top three opportunities to eliminate service contacts via “Psychic Pizza” • schedule adherence, conversion rates, call quality and morale delivering before your customer knows he needs it How to define the best program: short vs. long term, monetary vs. non-monetary, • Enhance utilization of self service via the principal that, “You can’t just lead the • individual vs. team horse to water, you must give him the first sip” How much to budget, measure the results and determine the ROI of an incentive • Enhance first call resolution via flexible response spaces which allow the CSR to • program “break the rules for good customers, without breaking the rules” Dr. Brooks Mitchell, Professor of Management John Goodman, Vice Chairman, TARP Worldwide, University of Wyoming author of “Strategic Customer Service” Tim Rauschenbach, Vice President, TARP Worldwide and Former FREE BOOK TO WORKSHOP ATTENDEES: Games, Work, and Head of Global Service, Human Motivation: An Applied Behavioral Approach to Employee Achievement and Recognition. FREE BOOK FOR WORKSHOP ATTENDEES. See p. 5 for special book offer! 6 • 1-800-882-8684 Sponsors
  7. 7. DAY2 Part 2: Staffing Alternatives and Metrics Workshops Monday, June 15, 2009 Part 2 of the workshop day explores innovative call center staffing alternatives including virtual, virtual at home solutions, home-based call centers, and targeted metrics. Remember – pay one price and attend all day long! See page 15 for details…) Maintaining Control in a Virtual Contact Center Environment Using Virtual at Home Employees to Improve Customer G H Service Delivery WHAT WILL BE COVERED Today’s flatter organizations are virtualizing business operations, moving beyond WHAT WILL BE COVERED traditional boundaries of organization, location and technology in order to In this interactive workshop you will learn that innovation in the workplace drives communicate and servce customers more qucikly and effectively. This interactive a customer service culture. By removing the limitations of a fixed geography, a 1:30pm – 3:30pm group problem solving workshop will cover: highly-skilled and professional, virtual at-home work force can help you offer a Open Discussion: Virtual contact center’s definition, benefits and potential • positive customer experience. challenges Mr. Farnsworth will talk about the key factors enabling home based work and Business Situation and Group Exercise with a scenario introduced and teams • how TeleTech provides a cost-effective way to keep jobs in the U.S. formed OR WHAT YOU WILL LEARN Working groups – developing presentations and delivering presentations • You will learn about the myths and benefits of a virtual at-home solution and how Cross-Critique (Open Discussion) • doing more with less, can actually provide greater productivity and efficiency. Mr. Real life case study • Farnsworth will use case studies to demonstrate how companies who partner with WHAT YOU WILL LEARN TeleTech and use our virtual at-home solution can enhance the customer Position metrics as the driver of overall effectiveness and service level adherence • experience. Leverage corporate objectives to drive key performance indicators • Jim Farnsworth, Senior Vice President, TeleTech Prem Uppaluru, CEO, Transera Communications How to Utilize a Home-Based Call Center to Increase “FOUND! Extra Money in your Contact Center” Using I J Competitiveness in a Challenging Economy Targeted Metrics to Drive a Streamlined Operation In tenuous times, operations must be as streamlined as possible without WHAT WILL BE COVERED compromising quality. Identifying the correct Key Performance Indicators (KPIs) This workshop will review how home-based agents can increase a company’s your organization manages to is critical in attaining efficiencies that will yield competitiveness in today’s economy. By improving quality to current customers, ‘found money’. reducing overhead and infrastructure costs and efficiently aligning staffing models to fluctuating demand, companies can increase their competitiveness, reduce needless WHAT WILL BE COVERED: 3:45pm – 5:45pm overhead and manage growth quickly and organically. Mr. Flores will review the myriad factors to consider when establishing your KPIs OR and how to use those metrics to optimize your contact center. WHAT YOU WILL LEARN Identifying KPIs that align with your Mission Statement • Sally Hurley will highlight the following topics addressing how to successfully launch Metrics to drive the right behaviors in your agents • and manage a home-based call center, which include: Getting buy-in across and up and down your organization • The growth of the home-based call center industry • Combining metrics for a complete picture • How VIPdesk transitioned from centralized service model to home-based structure • Benefits of home-based call centers vs brick-and-mortar call centers • WHAT YOU WILL LEARN: How the demographic profile of the home-based agent can lead to improved • Mr. Flores will facilitate practical exercises that enable you to lead cost-saving performance initiatives in your organization that will achieve increased optimization. Obtaining accurate staffing • Sally Hurley, President, VIPdesk Identify opportunities to reduce costs • Selling the right KPIs and staying away from the wrong ones • Darryl Flores, Workforce and Contact Center Manager, Southwest Business Corporation (SWBC) 7
  8. 8. DAY3 Main Conference Sessions Tuesday, June 16, 2009 Registration and Coffee Virtual Call Center – Why quot;Going Virtualquot; Makes More Sense Then 7:15 10:25 Ever KEYNOTE Chairperson’s Opening Remarks 8:00 Companies are being forced to take a stricter review of the costs of business operations - including how to manage through a period of lower headcount, sales, etc. Many companies Explosive Innovation 8:10 have found that quot;virtualizationquot; gives a flexibility to enable business operations to adapt to these Your budget for innovation has been cut! Your customer’s are still demanding more! This changing market conditions. Virtualizing your call center enables these benefits by allowing KEYNOTE economy requires us to quickly re-invent our paradigms on innovation. We need explosive flexibility among agent locations & sourcing, telephony and technology infrastructure - you use acceleration in moving ideas to action. Agility, speed, creativity and results…right now. Your next what you need and only pay for what you use. service breakthrough is much closer than you think! In this highly interactive session learn the What is a virtual call center • critical tools to rapidly re-invigorate your customer touchpoints through user innovation design. Economic benefits of virtual call center • Activate the creative power of your employee and customer innovation networks How to virtualize - distributed agents / supervision / operations • • Mine innovative solutions from your existing customer response processes Prem Uppaluru, CEO, Transera Communications • Execute innovation in days not months. Drive results now! Donna Hardy, Director of Call Center Operations, Simplexity • Roy Barnes, Former Senior Vice President, Marriott Vacation Club Brett Peters, Director of Telecommunications, Simplexity Holding Onto Top Performers – Realizing the ROI in Turnover Focused Peer-to-Peer Roundtables 8:55 11:10 Reduction and Improved Customer Retention These popular peer to peer roundtable sessions are designed to take advantage of the KEYNOTE Find out how LifeLock cost effectively achieves an extraordinary call center rep retention talent in the room and provide an open forum to discuss challenges/solutions. The rate of 80+%, minimizing the costs and downtime associated with turnover. roundtables are an excellent way to develop networking contacts and they are led by Hiring the right people with the right value systems experienced practitioners from diverse industries. DON’T • Back by popular Setting the right expectations and creating a supportive culture FORGET TO BRING YOUR BUSINESS CARDS • demand! Providing top notch training • Six Sigma for Call Centers: driving quality and efficiency • Measuring performance with the QA score and tying bonuses to service performance Alex Sauickie, Managing Director, Operations and Services, Albridge • Just one of the many Find out how to retain your reps and improve your customer retention rates! Solutions, a PNC Company, Winner 2008 IQPC Call Center • confirmed roundtables Todd Davis, CEO, LifeLock Excellence Awards, Best in Class Call Center (under 50 staff) Morning Networking Break and Vendor Showcase IQPC’s Call Center Excellence Awards and Luncheon 9:40 12:00 Sponsored by: TRACK A: People Power: Inspiring Performance and TRACK B: Employing Technology for Enhancing Efficiency TRACK C: Cost Management, Accomplishing More with Less & Productivity Performance Improvement, VOC Franchising One Service Across the Cultural Panel Session: First-Call Relevance: Turn your call The Cure for the Common Call Center: 8 Steps 1:40 Gap center into an acquisition center to Great Customer Experiences Understand how to overcome diversity in regional/global Find out how to leverage lead scoring to increase conversion rates and Today’s customers expect their interactions with businesses to be locations while harnessing the same top level service. Learn improve your return on marketing investment. fast, convenient and easy. With a combination of strategy and the four phases for application to your contact center. Profile unknown inbound callers by analyzing and segmenting technology, you can channel the right information across every • Leadership attitudes and philosophies conversion data communication path to create a far more unified, consistent and • Defining value of the service provided Understand who’s calling and instantly identify high-value customers satisfying customer experience—and you can reduce your operating • • Cultural awareness and adaptability — frequent and big spenders costs along the way. • Capture and market your successes Jump hot prospects up the call queue and route them to most Explore strategies and technologies that deliver immediate results • • • Joe Darnell, Vice President Monitoring Center appropriate agent and support long-term growth Operations, SecureAlert, Inc. Applicant 2008 Call Center Discover how to get more revenue out of your existing call flow! Learn about the real-world challenges and the real-world gains • Excellence Awards Moderator: Paul McConville, Director of Consumer-Facing of companies that have taken their customer experience to the Services, TARGUSinfo next level, including a case study by a RightNow customer Panelists: Mark Pettay, Senior VP of Information Systems, West eHarmony. Direct Discover a quantitative scorecard for diagnosing your call center • New for 2009: The Call Center Excellence Awards are Doug Kline, Director of New Business Development, West Direct Andrew Hull, Director Product Marketing, RightNow included in your Main Conference or All Access Pass. Technologies, Inc. Scott Ackerman, VP Customer Care, eHarmony 8 • 1-800-882-8684 Sponsors