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All Centre Week Canada


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Call Centre Week Canada will take place August 17-20, 2009 and offers the opportunity to find out how to:

• Strengthen the customer experience
• Improve Efficiency and Productivity
• Increase Motivation, Productivity, and Agent Satisfaction
• Improve Products
• Engage and Retain Customers

Get ready for a week of learning, networking, problem-solving and strategizing! And remember, excellent services could turn better.

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All Centre Week Canada

  1. 1. Introducing New, Innovative Learning August 17-20, 2009 • Toronto, Canada Formats FRESH CALL CENTRE PERSPECTIVES FROM LEADING COMPANIES: BEST BUY CANADA LTD CANADA ’09 Fortune Blue Ribbon Company; ’08 BusinessWeek The 50 Top Performers ASSURANT SOLUTIONS - KINGSTON OPERATIONS CENTRE Ottawa Regional Contact Centre of Year Award 2008 BRITISH COLUMBIA LOTTERY CORPORATION Featuring Canada’s Top Call Centre Experts: UNITED STATIONERS SUPPLY Nitin Kawale David Bradshaw Patsy Bertoia TRADER CORPORATION President Vice President (Head) of Sales Managing Director Waterstone Human Capital’s ’08 Canada’s Top 10 CISCO CANADA and Service FEDEX CANADA Most Admired Corporate Culture (for parent - ’09 Fortune World’s Most ING DIRECT - ’09 Fortune World’s Most Admired company Yellow Pages Group) Admired Companies - ’08 Synovate Best Banking Awards Companies CANADIAN TIRE FINANCIAL SERVICES Canadian Information Productivity Award for John Leishman David Ciccarelli Kellie Garrett Excellence Through Innovation Chief Executive Geek CEO SVP Strategy, Knowledge & Reputation SABRE INC. URUGUAY GEEKS ON THE WAY VOICES.COM FARM CREDIT CANADA Top 100 Most Innovative Users of Technology - ‘09 Stevie Award for Sales - ’07 1to1 Impact Award - One of Canada’s 100 Most Powerful (InformationWeek 2008) and Customer Service - ’09 Nominated Business Leader of Women (2007) and One of CANADA POST CORPORATION - ’09 Alberta Venture Fast 25 the Year, Chamber of Commerce Saskatchewan’s 100 Most Influential Stevie Award Winner: Best Customer Service under $20 million Women (2009) Department/Organization 2008 Customer Champion TOP REASONS TO ATTEND AMEX CANADA Business Week'09 #15 Top 100 Brands Fortune’09 #29 World’s Most Admired Companies Call Centre Week Canada addresses the most pressing challenges and opportunities seen in years. Learn smart strategies for success including how to: • Implement best practices to reduce operational costs • Leverage technology to improve efficiency and productivity DON’T MISS SITE TOURS AT • Strengthen the customer experience and linking it to the bottom • Inspire excellence through proactive leadership line • Create a strategy and vision for driving your company to success ENERGY SAVINGS GROUP ’08 Corporate Governance Award -Ontario Business Achievement Centre Sponsors: Media Partners: AND LOYALTYONE | AIR MILES® Reward Program Get the most value with our Register Today! Visit or Call 1-800-882-8684 ▲ ▲ all access pricing (See page 7)
  2. 2. Introducing NEW, Interactive Learning Formats: Learning comes in many shapes and styles. Times are changing and IQPC is also evolving by continuously enhancing learning delivery methods. Call Centre Week Canada will offer you the opportunity to: Turn Adversity into Advantage Jun | CANA 2009 e 14-18, Engage with your peers for problem solving and strategizing Dear Executive, DA • • Extract the most value and take home solutions from each and every session • Maximize the time you spend at the event • Enhance your professional development We have a tough economy right now • Participate in an interactive learning experience and we have to make some tough Network and form business contacts collaborative, interactive learning decisions. This • environment will provide us with the these decisions. Smart strategic insights needed to make decisions. … through session formats including: • Brainstorming sessions Keeping customers and winning new • Out of the box thinking ones via word of mouth is the key • Game show revenue – you can never cut costs to maintaining top line enough to survive if you can’t main • Panel session with audience participation customers are now much less toler tain the top line. However, ant of any service glitch. Research • Fireside chats shown that even one problem doub by TARP Worldwide has • Peer-to-peer roundtable discussions. les sensitivity to price and forces com price completion. Therefore, delivering panies into destructive • All in addition to offering case studies, power points, workshops and brand new site flawless service is critical to maintaini tours! margins and taking advantage of ng reasonable the most cost-effective marketing The call centre is the leading word mechanism – word of mouth. of mouth management available to Sign-up today for Call Centre Week Canada to think about old problems in new ways. most companies. Learn how to challenge today’s paradigms in order to achieve success. See page 7 for The good news is that it is often muc registration details. h cheaper to give great service than service. Intelligent small investmen to just give good ts in technology and analytical tools the next level of call centre operation can allow you to move to s, where you are measurably cont lower cost. This event will give you ributing to the top line at these lean times. the tools and business cases to get what you need even in Here’s a Snapshot of Who Attended Last Year: This event will still take a realistic Job Function look at the economy and offer the examples and case studies to weat strategies, insights, practical her the economic storm, and even ■ 54% Customer Service/Call Centre/Customer Care and more agile. You will learn how come out ahead, stronger to be innovative on the fly, retain ■ 26% Director/Manager/Senior Manager members, keep inexpensive delighters top performing team ■ 5% Business Development and create the emotional connectio that lead to extra revenue and high n with your customers ■ 3% HR/ Training er margins. ■ 3% Marketing Get ready for a week of learning ■ 3% Administrative , networking, problem-solving ■ 3% Information innovative learning formats will enab and strategizing. Our le you to learn from the speakers – from each other – and ■ 3% Sales even from your own brainstorming ideas! ■ 3% Operations I look forward to growing with you! e two P.S. Don’t miss th Sincerely, Industry ■ tours 24% Manufacturing “must -attend” site ■ ■ 18% 16% Finance Publishing Lisa Schulman Program Director (see p. 6) ■ ■ 11% 8% Government Telecommunications Call Centre IQ, a Division of IQPC ■ 8% Automotive ■ 5% Cable Programming ■ 5% Insurance ■ 3% Call Centres ■ 3% Pharmaceutical 2 Sponsors:
  3. 3. DAY 1 Pre-Conference Workshops Monday, August 17, 2009 WORKSHOP DAY THEME: Our ‘get down and dirty’ workshops will demonstrate how to WIN through deepened customer relationships and smart strategies in turbulent times. Find out how to connect with your customers, realize the resulting benefits, and set in motion well executed strategies that will position you for success! A Maintaining Efficient Business Operations While Refreshing Employee Morale 8:00 a.m. – 11:00 a.m. WHAT WILL BE COVERED WHAT YOU WILL LEARN In periods where economic stress and volatility are high, delivering an efficient business • Tools that can be utilized to identify and solve efficiency opportunities with model that shields your company and employees from potential downturns is at best involvement of the employees difficult. During this interactive workshop, we will look at ways to plan your business • Processes that have effectively streamlined business operation and enhanced utilizing process and software tools that can deliver successful results. We will cover resource proficiency concepts on how to structure you staff with flexibility as well as involve them in their • Implementation strategies to yield successful integration own success, ultimately correlating to the overall company’s success as well. Christopher D. Salvatore, Corporate Director of Workforce NCO Customer Management, Inc. 11:15 a.m.- 2:15 p.m. Lunch will be served B A Tough Strategies for Tough Times – A Survival Guide for Contact Centres in a Down Economy WHAT WILL BE COVERED • Learn how to reduce costs without sacrificing quality In this tough economic climate, we all have to make some sacrifices. But service quality • Discover how to assess your centre using the 6 key “employer of choice” objectives can’t be sacrificed at the risk of losing your customers. Strategies need to be • Understand employer branding – the key to customer loyalty and employee developed that will build customer loyalty and position your centre for future growth. engagement You need to protect and promote your customer contact brand. “Tough Strategies for • Find out how to promote your brand on a shoe-string budget Tough Times – A Survival Guide for Contact Centres” will look at the challenges facing • Gain insights into what some the best contact centres are doing to ensure success today contact Centre leaders and what they can do counter the market forces impacting their operations today. Jeff Doran, President CCEOC Inc. WHAT YOU WILL LEARN By attending this interactive workshop you will: Fawzia Drakes • Gain insights in to key people, process and technology trends that will improve Associate Director, Customer Care efficiency in your operation LoyaltyOne | AIR MILES® Reward Program C A Creating Seamless Customer Focus Throughout Your Organization WHAT WILL BE COVERED HOW WILL YOU BENEFIT The quality of your customer’s experience is only as good as the weakest link in your • Identify your key leverage opportunities to increase your service levels service chain. It’s tough enough retaining customers when times are good; but, • Understand why customer focus comes from within and is a leadership issue during economic rough spots, where customers are hyper-sensitized when it comes to • Gain insight into the payoffs of embedding strong customer-focused partnership 2:30 p.m. -5:30 p.m. where they spend their hard earned cash, it is absolutely critical that everyone put the throughout your organization and identify the consequences of failing to take action now customer at the top of the priority list. You bend over backwards to ensure your • Discover how to create accountability for putting the customer experience first customers’ experience is a positive one. To fulfill your promise to your customers you • Learn how to build internal customer-focused partnerships and use a proven rely on the responsiveness and reliability of support departments. Sadly they appear to process for have other priorities. The result is a broken promise and a customer who takes it out • Determining requirements and getting buy-in on you. The level of service you provide when times are tough will determine the • Learn how to create and maintain partner service level agreements extent to which customers will remain with you when times improve. This session will cover specific strategies and tactics to make Customer Focus seamless throughout Participants who provide their business cards will receive access to our Customer- your organization. Focused Leadership online self-assessment and our How Customer-Focused Are You? online assessment. Ray Miller, Author That’s Customer Focus Register Today! Call 1-800-882-8684 or Visit 3
  4. 4. DAY 2 Main Conference Sessions Tuesday, August 18, 2009 8:00 Registration and Coffee 1:45 OPEN SOURCE TECHNOLOGY – MANAGING SMARTER AND TAKING ADVANTAGE OF FREE TECHNOLOGY 8:45 Chairperson’s Opening Remarks Geeks on the Way provides technical support in-person and remotely throughout Canada and parts of the USA. Find out how the company shares information from different databases to its contact centre 9:00 FIVE STRATEGIES TO THRIVE IN A TOUGH ECONOMY staff on the fly and has actually melded its two open source applications – a CRM system and a This inspirational session will address communication, technology and collaboration strategies for telephony and PBX platform. Find out how the company realized the following benefits: positioning your company to thrive in a tough economy. This session will address: • Cut handling time from 2-3 minutes to as little as 20 seconds by knowing who we’re talking to • Unlocking employee potential – leveraging the power of many people and create a collaborative before picking up the phone environment • Improved customer service by knowing WHERE people were calling from before answering the phone • Driving customer intimacy • Slashed payroll processing time from 24 hours to only 5 minutes • Outpacing the competition • Wiped out 20% of its Information Technology costs • Transitioning to a borderless enterprise • Achieved more efficient routing and scheduling of field service agents • “Saving to invest” – making investments in certain areas of your business to achieve significant cost John Leishman, Chief Executive Geek, GEEKS ON THE WAY savings later on ‘09 Stevie Award for Sales and Customer Service Nitin Kawale, President, CISCO CANADA ’09 Alberta Venture Fast 25 under $20 million ’09 Fortune World’s Most Admired Companies 2:30 Mid-Afternoon Networking Break 9:45 GOING BACK TO BASICS TO GET THE FUNDAMENTALS RIGHT! Brainstorming is one of the most common and creative techniques ever developed, and it has the 3:00 CUSTOMER VALUE MANAGEMENT– LINKING CUSTOMER EXPERIENCE potential of producing more and better ideas than any other process. It is based on the premise that IMPROVEMENTS TO BOTTOM-LINE RESULTS two heads (or more) are better than one. Patsy Bertoia will lead the audience in an interactive session Find out how to incorporate customer feedback into business planning, process improvements, and designed to come up with a long list of ideas for accomplishing the following: performance management to realize measureable improvements in business results. • Serving customers better You’ll learn valuable lessons on how to: • Meeting all your numbers • Evaluate the customer experience end-to-end ING • Cutting expenses without sacrificing quality BRAINSTORM • Assign accountability for improvements across the entire organization • Implementing self-service and automation strategies SESSION • Raise the profile of the importance of customer service and problem resolution to the customer and You will leave this session with lots of golden nugget ideas for potential the business execution at your company! • Link improvements in customer service and problem management to bottom-line benefits Patsy Bertoia, Managing Director, FEDEX CANADA Janet LeBlanc, Director Customer Value Management, CANADA POST CORPORATION ’09 Fortune- World’s Most Admired Companies Stevie Award Winner ’08 Customer Champion 10:30 Mid-Morning Networking Break World Mail Award Winner 11:15 MEASURING THE CUSTOMER EXPERIENCE 3:45 INSPIRING EXCELLENCE THROUGH PROACTIVE LEADERSHIP This presentation will share a multi-faceted customer experience initiative that employs sophisticated Learn how to create a culture that inspires excellence. The session will include a discussion of ROI and measurement at Farm Credit Canada. metrics with an emphasis on bringing it all back to business results. Discover how to: • Case Study: The customer experience strategy and success measures • Achieve superior results through appreciation and relationships • Why moving beyond Net Promoter Score yields rich insights • Cultivate continuous learning and development through one-on-one coaching, job shadowing, • Determining which metrics matter to your industry mentoring and educational partnerships Find out how to listen and act on the voice of your customers in this practical session. • Implement an open-door policy to offer guidance, communication and support at all levels and within Kellie Garrett, SVP Strategy, Knowledge & Reputation, FARM CREDIT CANADA all departments One of Canada’s 100 Most Powerful Women (2007) and One of Saskatchewan’s 100 Most Influential Richard Moore, Vice President, Customer Services - Canada, ASSURANT SOLUTIONS - Women (2009) KINGSTON OPERATIONS CENTRE Ottawa Regional Contact Centre of Year Award 2008 12:00 Luncheon 4:30 EMPLOYEE ENGAGEMENT – DEVELOPING SKILL SETS AND DELIVERING 1:00 PANEL SESSION – ARE CONTACT CENTRES DESIGNED EFFECTIVELY? EXCEPTIONAL CUSTOMER SERVICE It seems there’s room for call centres to focus on solutions instead of problems. And, adaptability to This session is designed to leverage the experience and collective insights of BOX changing business needs – especially in this climate – has never been greater. However, has the call attendees by fostering an “out of the box” brainstorming session. Our OUT OF THE SSION centre business really internalized this? Are you still too focused on SOPs and controlling staff? distinguished leader has achieved a remarkable retention rate. In the last 4 THINKING SE This panel session will take advantage of creative intelligence to spark alternative ways of redesigning years, only 2 employees have left the call centre – and they stayed within the call centres to create more flexibility. Call centres are largely operating under a 1990s model of company transitioning to different roles! Rhonda will lead an interactive discussion addressing: structured rigidity and rewards often revolving around call volume and talk time. • Streamlining change management and ensuring communication of all new processes N • Is this rigidity too mechanical and does it depersonalize the experience for PANEL SESSIO • Treating your team with respect and the importance of honesty and being transparent CE both the employee and customers? WITH AUDIEN • Installing a work life balance • How can we create a level of interactivity and engagement with our reps PARTICIPATION • Showing an interest in your staff that will create a stronger connection to the employer and customer? • Best practices for enhancing skills, coaching and mentoring • Is it possible to change our fundamental leadership philosophies while still meeting our revenue goals? Rhonda Stearns, Assistant Manager/Consumer Services, BRITISH COLUMBIA LOTTERY CORPORATION Brian Jones, Sr Manager, Customer Contact, BEST BUY CANADA LTD 5:15 Chairperson’s Closing Remarks Additional panelists will include audience volunteers offering candid perspectives! 4 Sponsors:
  5. 5. DAY 3 Main Conference Sessions Wednesday, August 19, 2009 7:15 Registration and Coffee Find out how has realized a 62% increase in sales, as well as a 215% increase in leads in the first three months of implementation. 8:05 Chairperson’s Welcome David Ciccarelli, CEO, VOICES.COM ’08 Nominated for Young Entrepreneur of the Year Award, Business Development 8:15 ”PER-FESSIONAL”: 5 STEPS TO HIGHER MORALE AND LOWER STRESS Bank of Canada This unique motivational presentation brings together aspects of personal and professional lives in order to ’07 1to1 Impact Award build morale, lower stress, and motivate associates. This distinguished speaker has 13+ years of call centre ’09 Nominated Business Leader of the Year, Chamber of Commerce management experience and is proud to consistently experience the lowest turnover in the company. Find out how you can achieve similar U.S. 12:00 Luncheon accomplishments by following his simple five step process. PERSPECTIVE Learn how to: 1:00 ELEVATING PRODUCTIVITY WITH EFFICIENCY METRICS • Motivate team members on reduced operating budgets In this economic climate, we are faced with the challenge of doing more with GAME SHOW H • Do more with less and have fun doing it less – especially with small budgets that are getting smaller. Find out how FORMAT WIT • Enjoy your team and how they can enjoy you Trader Corporation received a 35% lift in output without increasing operating AUDIENCE • Achieve optimal performance through recognition budgets! This session will start with an overview of the metrics Amar found PARTICIPATION Greg Troxell, Customer Care Supervisor, UNITED STATIONERS SUPPLY and implemented. • Elevating calls per our per FTE (full time equivalent) 9:00 DIFFERENT TIMES CALL FOR DIFFERENT MEASURES • Linking to revenue and cost reduction • Managing idol time Simply doing what you have always done is just not good enough. As a two time winner of the JD Power Award in Credit Card Customer Satisfaction in 2007 and 2008, Best Employer for Quality and a This session will then move into an innovative game show format. Audience members will share their Healthy Workplace by the National Quality Institute in 2008, and Number 15 of the Top 100 Brands by best practices for implementing measures that enhance efficiency and reduce costs. You will walk Business Week February 2009, we will share winning strategies focused on: away, and go “back to your shop” with easy to implement golden nuggets of ideas! • Employee Engagement - motivating through turbulent times Amar Sidhu, Director - National Contact Sales Centre, TRADER CORPORATION • Customer Satisfaction - building long term relationships • Shareholder - protecting your brand 1:45 END-TO-END PROCESS TO RESOLVE CUSTOMER ISSUES AND SAVE MONEY Marc Hollenberg, Vice President, U.S. Telephone Service Centre, AMEX Canada Inc. Don’t miss your chance to hear how Canadian Tire Financial Services’ developed better ways for managing processes to eliminate customer points of pain and realize significant cost savings. Belinda Banks, Service Director, U.S. Telephone Service Centre, AMEX Canada Inc. • Driving first call resolution and overall satisfaction through performance coaching JD Powers'07 and '08 Credit Card Customer Satisfaction • Addressing customer issues in quality action teams (the company is ISO certified) National Quality Institute '08 Best Employer for Quality and a Healthy Workplace • Mapping processes and looking for opportunities to put changes in to drive improvement Business Week'09 #15 Top 100 Brands Scott Williams, Assistant Vice President, CANADIAN TIRE FINANCIAL SERVICES Fortune’09 #29 World’s Most Admired Companies Canadian Information Productivity Award for Excellence Through Innovation 9:45 Mid-Morning Networking Break 2:30 Mid-Afternoon Networking Break 10:30 CREATING A THREE YEAR VISION TO DRIVE YOUR COMPANY TO EXCELLENCE 3:00 CHANGING THE GAME AND CHARGING FOR SERVICE! ING Direct’s Sales and Service vision aims to be a world-class revenue generating sales and service centre Sabre is the world leader in the travel marketplace and has an advanced global contact centre in three years. This is not an aspiration or a hope; this will be accomplished. operation based in Uruguay which provides service to 45 countries around the world. By attending this Regardless of the economic environment, we still need a vision for success presentation you will identify how to take your operation to the next level and implant a service model now and in the future. This session will address how to create a vision for SPECIAL SSION that makes cents! your call centre that’s impactful – that people will buy into, sustain and live LEARNING SE AT • Successfully implementing multiple contact centre channels by every day. Let’s “gather by the fire” and take an honest look at where we - FIRESIDE CH • Implementing specialization and multi tiered service models want to be and what we need to do to get there. • Implement self service tools and a pay for service model Topics include: Jean Shaw, Senior Director Global Software Support, SABRE INC. URUGUAY • Building a vision with your team Top 100 Most Innovative Users of Technology (InformationWeek 2008) • Getting people to “own” pieces of the vision by taking a role in achieving the vision 10 Best Places to Work in Uruguay for 2008 • Rolling the vision to the front line and getting them engaged and emotionally connected • Getting your team mobilized and thinking about the future 3:45 PEER-TO-PEER MODERATED SESSIONS - STRATEGIES FOR SUCCESS Learn take homes strategies for employee engagement, client focus, resource management, and These popular peer-to-peer roundtable sessions are designed to take advantage of develop strategies for delivering repeatable and consistent results. the talent in the room and provide an open forum to discuss SED David Bradshaw, Vice President (Head) of Sales and Service, ING DIRECT challenges/solutions. The roundtables are an excellent way to develop SPECIAL FOCU networking contacts. The following are the three topics up for discussion: PEER-TO-PEER 11:15 INTEGRATING LIVE CHAT WITH CRM TO BOOST THE CUSTOMER EXPERIENCE • How are you leveraging technology to accomplish more with less? MODERATED is the service that connects businesses with professional voice over talent. Find out how the • How are you leveraging social media to listen and engage with your ROUNDTABLE S company earned a coveted ’07 1to1 Impact Award for Full-Suite CRM by leveraging CRM to handle the customers? DISCUSSION complexity of 25,000 profiles representing 100 languages. • Your budgets may be reduced while your customers are more demanding then • Creating a customized, flexible package that grows in alignment with corporate growth ever. • Generating sales through live chat • How are you handling this unfortunate scenario while creating lemonade out of lemons? • Integrating CRM with live chat Ron Glen, Executive Editor, CONTACT MANAGEMENT MAGAZINE • Optimizing live chat by employing skills based routing • Achieving 100% user adoption of CRM 4:30 Main Conference Concludes Register Today! Call 1-800-882-8684 or Visit 5
  6. 6. DAY 4 Post-Conference Site Tour Day Thursday, August 20, 2009 BOARD THE BUS! DON'T MISS OUR SITE TOURS! Site tours are a great opportunity to visit a leading company and find out what makes their company so successful. Get an inside look at their customer focused culture, technology and leadership philosophies. Bus trips to and from the tours, as well as the tours themselves, offer a great networking opportunity. We encourage delegates to take advantage of this unique opportunity and see “Call Centres in Action!” The site tours will include: a presentation by one or more executives; a walk around tour of the facilities; and opportunity to meet call centre agents; and a question and answer period. D A SITE TOUR: Energy Savings Group, Customer Service Contact Centre, CCEOC Certified: Silver 2009/2010 Energy Savings Group commenced business in July 1997 and is a leading independent • Attract and retain top talent energy supplier serving close to one million electricity and natural gas customer • Career path development accounts in North America. Energy Savings operates in Alberta, British Columbia, • Gain industry-wide recognition as a great place to work Ontario, Manitoba and Quebec in Canada, and Illinois, Indiana, New York and Texas in the United States. The parent company, Energy Savings Income Fund, trades on the In addition, we will hear an overview of the following key programs: 8:30 a.m. – 12:00 p.m. Toronto Stock Exchange (TSX:SIF.UN). In 2007, Energy Savings Group received the • Training and development, coaching and mentoring programs OEA’s Company of the Year award. In 2008, Energy Savings Group achieved their first • Work/life balance and health and wellness Silver certification as a Contact Centre Employer of Choice. • Rewards and recognition • Community support CONTACT CENTRE DESCRIPTION, ERGONOMICS & TECHNOLOGY The Energy Savings Group Customer Service contact centre operation is located in 2007 – ESG awarded Company of the Year distinction by the Ontario Energy Mississauga Ontario. Over one million calls and 20000 emails are handled annually. Association Energy Savings Group is the first energy organization in North America to be 2008 – ESG certified Silver as a Contact Centre Employer of Choice; ESG awarded the recognized as a Contact Centre Employer of Choice®. They achieved Silver level Corporate Governance Award from Ontario Business Achievement Centre certification on the first assessment 2009 – Our founder and Executive Chair Rebecca MacDonald to receive the International Horatio Alger Award in Washington. The contact centre moved to a new facility in 2007. We will be visiting their one floor building with an expansive, open concept layout. We will hear an overview of the key Judy Cabraja factors in the decision to pursue the CCEOC designation: Director, Learning & Development • Employee engagement ENERGY SAVINGS GROUP E A SITE TOUR: AIR MILES® Founded in 1992, the AIR MILES® Reward Program is Canada's As Canada’s number one consumer loyalty program, the AIR MILES® Reward Program is premier coalition loyalty program, with more than 9.5 million committed to – and more importantly demonstrates on a daily basis - maintaining a 12:15 p.m. – 3:45 p.m. active Collector accounts representing about two-thirds of all friendly, open and supportive dialogue with its millions of Collectors. Their constant Canadian households. Simply by shopping for products and feedback – from suggested service improvements to new reward ideas – is what drives services at any of 100+ brand-name Sponsors, AIR MILES ongoing efforts to keep the program fresh, relevant and engaging. And the AIR MILES® Collectors earn reward miles that can be redeemed for more Customer Care team, fielding 3.5 million calls a year along with a growing wave of than 800 leisure, entertainment, merchandise, travel and other email communications, is the key point of contact in this critical relationship. lifestyle rewards. Site Tour Leader: Enjoying double-digit growth every year since it was launched, Fawzia Drakes and with half a million new Collectors joining annually, the AIR Associate Director, Customer Care MILES Reward Program is woven into the Canadian retail LoyaltyOne | AIR MILES® Reward Program landscape and a fixture of everyday life for millions of consumers. 6 Sponsors:
  7. 7. Registration Information Sponsorship and Exhibition Opportunities ❑ YES! Please register me for Web: Sponsorships and exhibits are excellent opportunities for your company to showcase Phone: 1-800-882-8684 its products and services to high-level, targeted decision-makers attending Call Centre Week Canada. IQPC and Customer Management IQ help companies like Fax: 1-646-378-6025 yours achieve important sales, marketing and branding objectives by setting aside a CANADA limited number of event sponsorships and exhibit spaces – all of which are custom- Mail: IQPC tailored to assist your organization in creating a platform to maximize its exposure Please register the following people from my organization: 535 5th Avenue, 8th Floor at the event. New York, NY, 10017 Name For more information on sponsoring or exhibiting at Call Centre Week Canada Title Email: please contact Mario Matulich at 212-885-2719 or Company Conference Pricing Telephone Fax Qualified Call Centre Professional Pricing* Email Mailing Address 5/1/09 5/15/09 5/29/09 6/12/09 6/26/09 7/24/09 Standard Price Conference (save $800) (save $700) (save $600) (save $500) (save $400) (save $200) City/StateZip Only $999 $1,099 $1,199 $1,299 $1,399 $1,599 $1,799 (use separate sheet for additional attendees) Pre-Conference Workshop Day $999 $999 $999 $999 $999 $999 $999 Payment Information Total Price for Your Organization (8/17/09) ❑ VISA ❑ M/C ❑ AMEX (Add total of all individuals attending): $ All Access** (save $1,697) (save $1,597) (save $1,497) (save $1,397) (save ($1,297) (save $1,197) (save $897) Card Number: Exp. Date: $2,199 $2,299 $2,399 $2,499 $2,599 $2,699 $2,999 Name On Card: CVM Code: Workshops/ Site Tour Only $549 $549 $549 $549 $549 $549 $549 Signature: All Others Pricing Billing Address if Different From Above: 6/26/09 7/24/09 Standard Price City/State/Zip: Conference Only (save $800) (save $400) $1,999 $2,399 $2,799 Important! To speed registration, provide the customer registration code located on the back page—even if it is not addressed to you! Pre-Conference Workshop Day (8/17/09) $999 $999 $999 MAKE CHECKS PAYABLE IN CANADIAN DOLLARS TO: IQPC * Prices are in Canadian currency and are subject to a 5% GST All Access** (save $1,697) (save $1,397) (save $697) Details for making payment via EFT or wire transfer: $3,199 $3,499 $4,199 Bank-HSBC Workshops Only $549 $549 $549 Account # 002-385-007-001 SWIFT Code HKBCCATT Reference: Please include the name of the attendee(s) and the event number: 10500.003 All Price are in Canadian currency and are subject to a 5% GST. Payment Policy: Payment is due in full at the time of registration and includes lunches, **All Access Pass grants access to all workshops, site tours, and main conference days. Must confirm workshops and site tour participation at time of registration. refreshments and detailed conference materials. Your registration will not be confirmed until Please note: Multiple discounts cannot be combined. payment is received and may be subject to cancellation. A $99 processing fee will be charged to all reigstrations not accompanied by credit card at end of registration Please go online to: to view our cancellation policy *Qualified call centre professional pricing applied to those end-users involved in call centres, contact centres, customer service, or customer affairs. All Others includes any service provider to call centre practitioners - solution providers, consultants, or any third party vendors. that partner with or provide services to call centres or provide call centre outsourcing to organizations. Discounts Scholarships Available: IQPC sets aside a limited number of discounts that may be applied to its conferences for delegates from the non-profit sector, government and military organizations are taken off the standard conference price only and do not apply to workshop only registrations. IQPC reserves the right to qualify your registration before applying your discount. and academia. For more information about scholarships to this event, please call Customer Service at 1-800-882-8684. About Our Sponsors: Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1-800-882-8684 to discuss your specific needs. Deliberately Innovative All-in-One Communications for Business. ©2009 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure Interactive Intelligence is a global provider of unified business communications solutions for contact center automation, enterprise constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham IP telephony, and enterprise messaging. The company’s standards-based all-in-one communications software suite was designed to Act and common law principles. eliminate the cost and complexity of multi-point systems. Founded in 1994 and backed by more than 3,000 customers worldwide, Interactive Intelligence is an experienced leader in delivering customer value through its premise-based and hosted offerings, including software, hardware, consulting, support, education and implementation. At Interactive Intelligence, it’s what we do. Website: About the Venue UNICOR—Unique Government Corporation UNICOR, also known as Federal Prison Industries, was established by executive order in 1934 with the goal of employing federal inmates in productive work, and training them in valuable job skills. As a self-sustaining, self-funded government corporation, UNICOR has supplied a wide range of quality goods and services to federal agencies for over 70 years. More recently, UNICOR has been authorized to partner Please check the website with private sector firms currently sending work offshore or in lieu of sending work offshore. Website: for NCO Customer Management updates on the venue. NCO Customer Management provides global Customer Care solutions to many of the Fortune 500 companies. Our CRM division offers a wide variety of services including inbound and outbound customer care programs, customer retention, technical support, Media Partners: customer acquisition/sales, e-mail management, Interactive Voice Response and Messaging, Web chat, and printing/mailing services. Website: Register Today! Call 1-800-882-8684 or Visit 7