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10th Annual Call Center Week 



 

 
 
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Slide 1: Presents the only call center event supported by the Call Center Excellence awards… New Master Class for Mature Call Centers See page 5 for details… Learn from these Leading Innovators: Best Buy Turn Adversity into Advantage | Featured Speakers for 2009: All New Patrick Ramsey Chief Operating Officer Multimedia Games Todd Davis CEO LifeLock ’09 Arizona Business Leadership Award June 14-18, 2009 Bellagio, Las Vegas, NV NEW 08 Fortune Blue Ribbon Company; ’08 BusinessWeek The 50 Best Performers CVS Caremark Winner IQPC’s ‘08 Excellence AwardBest in Class Call Center (over 200 staff) ‘08 Fortune Blue Ribbon Company Nancy Valla Vice President of Service Operations CIGNA Voluntary ’08 US N&W Report and NCQA- ranked a Top Commercial Health Plan eHarmony New ‘08 Gartner & 1to1 Customer Awards Windstream Communications New ‘08 BusinessWeek The Customer Service Elite Om Kundu First Vice President SunTrust Banks, Inc. ’08 Barlow Monarch Innovation Award Healthnet Fortune 500 Michele Rowan Vice President of Performance Management Hilton Reservations and Customer Care #2 InfoWeek’s ’08 Top 250 Innovators Perot Systems Dennis Bianchi Senior Vice President Horace Mann Insurance Winner IQPC’s 2008 Excellence Award Best Use of Voice of the Customer New ’08 Fortune Most Admired Companies Bath and Body Works Winner IQPC’s 2007 Excellence Award – Best Call Center Leader Top Reasons to Attend: Call Center Week addresses the most pressing challenges and opportunities seen in decades. The event’s agenda and activities feature an acute focus on: • • • Baylor Healthcare Leveraging technology to improve efficiencies and reduce operational costs Growing revenue-generating capabilities of contact centers Managing up, across, and down the organization in turbulent times New ’08 InformationWeek’s 250 Top Innovators (ranked 16); ’06-’08 Dallas Business Journal Best Place to Work New Patented first emergency device combining GPS and cellular SecureAlert • • Best practices and innovative ways to reduce operational costs Best practices from Call Center Excellence Awards winners Learn from those who have thrived in economic challenges before! Call Center Week features experienced speakers and ground-breaking case studies, 10+ hours of peer to peer networking and countless Q&A opportunities with the speaker faculty. See inside for more details…. Major Sponsors: Media Partners: Access Business Group, Division of Alticor New The Direct Selling Association Vision for Tomorrow Award clude: Site Tours in And more! Fortune Zappos.com mpany to 2009 Best Co Work For ma Williams-Sono cellence e-tailing Ex Register today: Visit us at www.callcenterweek.com or call 1-800-882-8684 Get the most value with our all access pricing (See page 15) ▲ ▲
Slide 2: Here’s what Attendees had to say About Past Events Turn Adversity into Advantage Jun e 14-18, 2009 | Dear Executive: Surviving the economic storm and coming out stronger will take savvy management. The Financial Times correctly state s that “it all comes down to striki ng a delicate balance between managing risk and managing the customer experience in order to retai n customers” FT 10/08. 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 you can’t maintain the top line. However, customers are now much less tolerant of any servi ce glitch; research by TARP Worldwide has shown that even one problem doubles sensitivity to price and forces companies into destructive price completion. Therefore, delivering flawless servi ce is critical to maintaining reasonable margins and taking adva ntage of the most cost effective mark eting mechanism – word of mouth. The call center is the leading word of mouth managem ent available to most companies. The good news is that it is ofte n much cheaper to give great serv ice than to just give good service. Intelligent small inves tments in technology and analytical tools can allow you to move to the next level of call cent er operations, where you are mea surably contributing to the top line at lower cost. This event will give you the tools and busi ness cases to get what you need even in these lean time s. This mega event will take a realistic look at the economy and offer the strategies, insights, practical examples and case studies to weather the economic storm, and even come out ahead, stronger and more agile. You will learn how to be innovative on the fly, retain top performers, keep inexpensive delighters and creat e the emotional connection with your customers that lead to extra revenue and higher mar gins. Get ready for a week of learning, networking, and strategizing. I look forward to growing with you! Sincerely, “Last year was my first year in attendance…what I took away from last year that in turn I’m looking forward to this coming year is the opportunity to network and to hear about the always changing and advancements in technology and most importantly I’m looking forward to sharing ABVIGoodwill’s story. “ - Carol Borsa, Director of Business Services, ABVI-Goodwill Industries of Rochester Who Should Attend: VPs/Directors/Managers of • Call Centers • Contact Centers • Operations • Customer Affairs • Consumer Relations • Customer Service • Process Management • Customer Experience • Employee Development & Training • Sales & Marketing • Telemarketing • Business Analysts • And any customer-focused executive "I love Call Center Week because the conference definitely allows us to understand the innovation that is going on in the business; the technology that is emerging and how we can apply it to drive our customer satisfaction higher." - Larry Willis, Director Sales Operations and Customer Service, Black & Decker Here’s a snapshot of who attended last year’s event: Job Function ■ 33% ■ 25% ■ 12% Customer Care Management Operations/ Quality Assurance Marketing IT Engineer/ Architect HR/Training Finance Not Given Consultants Area Manager ■ 9% ■ 3% ■ 3% ■ ■ ■ ■ ■ 3% 2% 2% 2% 1% “I wanted to let you know that I am really enjoying Call Center Week. It's a great opportunity to meet your peers and the best in the industry. It's been really great receiving these two call center excellence awards!" - Charlie Cavolina, Cross Country Automotive ■ ■ ■ ■ ■ 1% 1% 1% 1% 1% Legal Education Medicine Media Telecom Industry ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ 13% 12% 12% 9% 9% 7% 5% 5% 4% 3% 3% 3% 3% 12% Manufacturing Services Finance Health Call centers Telecommunications Energy/Utilty Retailers Insurance Software Publishers Credit and collections Information Technology Education Other (Government, ISP, Automotive, Cable & Internet, Real Estate, Gambling/ Casinos, Travel/hospitality, Charities/ Associations, Information, CRM, Publishing, Pharmaceutical, Police, Postal, Transportation, R&D, Law) Lisa Schulman Program Director Call Center IQ, a Division of IQPC P.S. New for 2009! All-Access pricing is available… See page 15 for details. "It's been a wonderful experience over the last couple of days at Call Center Week. This is the first time I have attended. It has been incredible, the people I have met have been amazing and the presentations super. I was fortunate enough to have a collaborative session through a panel discussion in which I learned a lot. Also winning an award on "Best in Class Call Center (over 500 staff)" is an absolute bonus to the event." Dennis Migel, Vice President of the Toronto Contact Center, ScotiaBank Toronto 2 www.callcenterweek.com • 1-800-882-8684 Sponsors
Slide 3: Why Should I Attend? Why do I need to attend this event in such a difficult business climate? The current climate is exactly why you need to attend Call Center Week: • Main Conference Tracks Bring your team to cover the most important themes in today’s contact center operations: TRACK A: People Power – Inspiring Performance and Accomplishing More with Less This leadership/people oriented track will be focused on how to lead and manage your team while operating with fewer resources TRACK B: TECHNOLOGY – Employing Technology for Enhancing Efficiency & Productivity According to in-depth IQPC research, the marketplace is especially interested in technology right now. Executives want to leverage systems and technology to do more with less and improve automation. TRACK C: Cost Management, Performance Improvement, VOC This track is designed to provide concrete strategies for reducing and managing operational costs in call centers. It will also detail specific performance improvement strategies. Plus, you will discover how to put the voice of the customer to work and realize financial gain. Early-Bird offers are available for a limited time. Reserve your seat early for a discounted rate. See page 15 for details… Experienced leaders will guide you through proven strategies and techniques on how to reduce costs while maintaining customer service Sessions and workshops will show you how to either add or increase revenue-generating activities to your call center Call Center Week’s speakers, delegates and sponsors are a customer-focused community. Discussions in the session, in the exhibit hall, and at the networking functions will provide insights on how to better service your customers. See first-hand the successes and challenges of two top-notch call centers, Zappos.com and Williams-Sonoma as they open their doors exclusively to the Call Center Week audience. As additional incentives this year, the event offers all access pricing, the opportunity to purchase an entire workshop day at a reduced rate, and an awards ceremony included in the Main Conference. See page 15 for details… Register for the All Access Pass which includes the freedom to move from session to session, the Call Center Awards and participate in all the event has to offer! See page 15 for details… • • • Register by April 10 to receive a free copy of: Coming May 2009 from the American Management Association “Strategic Customer Service”. The first book summarizing 35 years of TARP's work measuring and managing the customer experience! Don’t miss the TARP 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 are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions. Join us during the Awards Luncheon on Tuesday, June 16th as winners are recognized for their unique achievements. Don’t miss your opportunity to meet with current and future leaders in call centers. Award winners will receive a beautiful customized award and have the opportunity to present during a conference panel session. They will garner world wide recognition through post event press releases and in industry publications. Apply online at www.callcenterweek.com/awards.php. Applications are due May 8, 2009 with finalists announced on May 29, 2009. Why Apply for a Call Center Excellence Award: • The 2009 Categories Include: 1. Best in Class Call Center (over 200 staff) 2. Best in Class Call Center (under 200 staff) 3. The Call Center Leader of the Year 4. Best Performance Putting the Voice of the Customer to Work 5. Best Use of Leveraging Technology For Efficiency and Automation Be recognized in front of hundreds of your call center peers Add to your professional development with an industryrecognized accolade Be featured in post event press including press releases and media publications Share your expertise during the Winners Discussion Panel on Wednesday June 17, 2009 Have the opportunity to present at Call Center Week 2010 • • • • 3
Slide 4: These experienced call center practitioners will provide unmatched guidance and insights! Get exclusive C-level insights from: Todd Davis CEO LifeLock NEW! ’09 Arizona Business Leadership Award Patrick Ramsey Chief Operating Officer Multimedia Games NEW! Practitioner Master-Class Leaders Pati Crowley Director of Customer Experience Bath & Body Works Winner- IQPC’s 2007 Excellence Award for Call Center Leader of the Year – Back by Popular Demand! Darshanna Tudor Executive Vice President, Call Center Operation Marketing Alternatives NEW! Joseph Arsenault Manager, NOC Metrics Time Warner Cable Back by Popular Demand! Rosemarie Donzanti Vice President of Customer Care Services CVS/Caremark Winner IQPC’s ‘08 Excellence Award- Best in Class Call Center (over 200 staff) ‘08 Fortune Blue Ribbon Company - Back by Popular Demand! Dr. Brooks Mitchell Professor of Management University of Wyoming NEW! Darryl Flores Workforce and Contact Center Manager Southwest Business Corporation (SWBC) Fast Track Winner #1 (San Antonio Business Journal) – NEW to main agenda! Donna Hardy Director of Call Center Operations Simplexity NEW! Brett Peters Director of Telecommunications Simplexity NEW! Best in Overall Customer Experience by Keynote Systems, Forbes Magazine – Best of Web Alex Sauickie Managing Director, Operations and Services Albridge Solutions, a PNC Company NEW! IQPC’s 2008 Excellence Award Best in Class Call Center (under 50 staff) Tonya Choate Security Administration Manager Baylor Healthcare NEW! Carol Ferguson Help Desk Manager Baylor Healthcare NEW! Kristoffer Pagel Corporate IS Manager Baylor Healthcare NEW! ’08 InformationWeek’s 250 Top Innovators (ranked 16); ’06-’08 Dallas Business Journal Best Place to Work Ed Kroschinski Director, Global Service Desk Perot Systems NEW! ’08 Fortune Most Admired Companies Sharon L. Ligney Customer Care Manager, Westwood Kansas Datacore Marketing, LLC NEW! Carol Borsa Director of Business Services ABVI-Goodwill Back by popular demand! Joe Darnell Vice President Monitoring Center Operations SecureAlert NEW! Patented first emergency device combining GPS and cellular; 2008 Call Center Excellence Award Applicant Don Perkins Vice President of Product Marketing Windstream Communications NEW! 08 BusinessWeek The Customer Service Elite Jon Blum Director of Sales Development Best Buy NEW! Best Buy New ‘08 Fortune Blue Ribbon Company; ’08 BusinessWeek The 50 Best Performers Kimberly Warrick Client Service Center Manager NJ Shares NEW! A 3 time delegate of the Call Center Week Conference in Las Vegas. Remus Siclovan Senior Systems Analyst Healthnet Fortune 500 Gibbs Jones Executive Vice President Suddenlink Cable TV Top 10 U.S. Cable Broadband Provider Award-Winning and experienced presenters include: Om Kundu First Vice President SunTrust Banks, Inc. NEW! ’08 Barlow Monarch Innovation Award Nancy Valla Vice President of Service Operations CIGNA Voluntary NEW! ’08 US N&W Report and NCQA- ranked a Top Commercial Health Plan Dennis Bianchi Senior Vice President Horace Mann Insurance NEW! Winner IQPC’s 2008 Excellence Award Best Use of Voice of the Customer Roy Barnes Former Senior Vice President Marriott Vacation Club 2009 BusinessWeek Customer Service Champ, A top rated speaker at Call Center Week ‘08 Scott Ackerman VP Customer Care eHarmony NEW! ‘08 Gartner & 1to1 Customer Awards Michele Rowan Vice President of Performance Management Hilton Reservations and Customer Care #2 InfoWeek’s ’08 Top 250 Innovators NEW! Introducing two Call Center Summt delegates who “graduated” to the speaker faculty: Mark Roberts Senior Manager of Operations Service Support Center Switch and Data NEW! David Wassilak Research Scientist, Durables Research and Development Support Access Business Group - Part of the ALTICOR family of companies NEW! Site Tour Leaders: Jane Judd Senior Manager of Customer Loyalty, Zappos.com Jane is the 2008 International Customer Service Manager of the Year (Customer Service Institute of America) and a 2007 Customer Champion from 1 to 1 Media. Troy Thornton Director of Customer Care Williams-Sonoma, Inc. e-tailing Excellence Do YOU have a story to tell? IQPC is producing a number of leading edge programs in our Customer Management/Marketing Strategy portfolio. If YOU would like to be considered as a presenter, please e-mail Lisa.Schulman@iqpc.com with a short description of your initiatives. 4 www.callcenterweek.com • 1-800-882-8684 Sponsors
Slide 5: DAY1 A ADVANCED Pre-Conference Master Classes Sunday, June 14, 2009 All New With Interactive Learning Formats Mature Call Center Master Class: Approaches to Address Current Industry Challenges Don’t miss this moderated, executive-level master class designed for mature call centers and executives with advanced experiences. The setting is a mixed-format afternoon designed to leverage the experiences and collective insights of attendees. Join us for this exclusive opportunity in “out of the box” thinking! Part 1: BRAINSTORMING: THE CUSTOMER RETENTION GAME Retaining customers and getting them to continue being advocates for your brand is critical in today’s market. A short case study of a major retailer’s retention challenges will establish the framework for the brainstorming session. In this interactive workshop strategy, the group will uncover numerous ideas for: • Retaining customers • Spreading word of mouth • Encouraging customers to spend money • Strengthening brand loyalty • …and anything else the group deems important! Part 2: PROBLEM SOLVING: CUSTOMER SUPPORT & PROFITABILITY Larry Selden, professor emeritus at Columbia University and co-author of Angel Customers and Demon Customers, contends that the bottom 20 percent of customers can drain profits by at least 80 percent, while the top 20 percent can generate 150 percent of a company's profit. This session will utilize small, collaborative groups and facilitated moderation to explore methods for delivering profitable customer support. In this interactive brainstorming strategy, you will participate in developing strategies for: • 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, Director of Customer Experience Bath & Body Works Winner- IQPC’s 2007 Excellence Award for Call Center Leader of the Year Masterclass leader Part 2 – Problem Solving: Joseph Arsenault, Manager, NOC Metrics, Time Warner Cable B BEGINNER TO INTERMEDIATE “Improving Operational Performance”…Doing More with Less This workshop will provide the knowledge and information required to excel in today’s demanding do-more-with-less call center environment. This masterclass will include a 45 ideas in 45 minutes brainstorming session. It’s an idea per minute, raining dozens of new possibilities to utilize for your operation. With so many insights, tips and techniques that will be shared, the only question is whether you can write them all down! WHAT WILL BE COVERED: Ms. Tudor will highlight key points necessary operate a more efficient, more effective call center. These points will include: • Discover best practices and what determines world-class service • Learn what’s being measured today…and why • Determine where you are headed, which goals to define and/or set • Creating a positive culture and its impact on agent retention • 45 Ideas in 45 Minutes Brainstorming Session WHAT YOU WILL LEARN: Ms. Tudor will share concepts and practices that can be applied to your operation and implemented for immediate impact: • Principles of value and performance • How to achieve service level and response time objectives with quality • How to staff and schedule more efficiently • The tradeoffs between average speed of answer, service level, occupancy and staff Darshanna Tudor, Executive Vice President, Call Center Operations Marketing Alternatives 1:00pm – 6:00pm Choose A or B OR nced feature adva Both options ats learning form Dine Around 6:30pm 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 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
Slide 6: DAY2 C 8:00am – 10:00am 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 Learn how leading organizations design and deploy highly-effective post-call survey programs. These programs go far beyond just collecting data. They deliver substantial improvements in key business metrics such as first-contact resolution, customer churn rates, and service consistency. WHAT WILL BE COVERED: Mr. Dietz will outline the key design elements of world class post-call survey programs: • Pros & Cons of various survey strategies • Right information, right hands, right time • Ownership and accountability • When done right, a substantial return follows WHAT YOU WILL LEARN: Establish the most effective survey strategy for your business • Build more actionable customer surveys • Use survey data to improve FCR and Customer churn • Quantify the ROI on a post-call survey program • D The Cure for the Common Call Center Workshop: 8 Steps to Great Customer Experiences while Reducing Costs WHAT WILL BE COVERED Today’s customers expect their interactions with businesses to be fast, convenient and easy. With a combination of strategy and technology, you can channel the right information across every communication path to create a far more unified, consistent and satisfying customer experience—and you can reduce your operating costs along the way. WHAT YOU WILL LEARN • Explore strategies and technologies that deliver immediate results and support long-term growth • Learn about the real-world challenges and the real-world gains of companies that have taken their customer experience to the next level while reducing their costs • A quantitative scorecard for diagnosing your call center Andrew Hull, Director, Product Marketing, RightNow Technologies, Inc. OR Erich C. Dietz, Sales Director, Mindshare Technologies, Inc. E 10:15am – 1:15pm Working Lunch Included Measurably Moving From Good to Great Service While Reducing Costs: Enhancing Self Service, Contact Prevention and First Call Resolution F A Bold New Look at Solving Employee Attendance, Attrition & Adherence Challenges WHAT WILL BE COVERED In a rapidly evolving and challenging economic climate it’s critical to obtain the best from your employees. Attendees will learn the results of new research studies showing how several contact centers have significantly improved attendance, retention, schedule adherence, conversion rates, call quality, and morale. This topic is of urgent and critical importance to maximizing productivity at contact centers, especially those with Gen X and Gen Y employees. WHAT WILL YOU WILL LEARN Key areas of interest will be: • How to identify and reward the right behaviors • How incentives and rewards are directly related to employee attrition, attendance, schedule adherence, conversion rates, call quality and morale • How to define the best program: short vs. long term, monetary vs. non-monetary, individual vs. team • How much to budget, measure the results and determine the ROI of an incentive program Dr. Brooks Mitchell, Professor of Management University of Wyoming FREE BOOK TO WORKSHOP ATTENDEES: Games, Work, and Human Motivation: An Applied Behavioral Approach to Employee Achievement and Recognition. WHAT WILL BE COVERED ed Sessions Special Extend It’s cheaper to give great service than to just give good service! Up to 30% of your contact workload is preventable via education. This workshop will incorporate case studies to clarify the causes of customer problems in a way that highlights those that can be easily avoided or handled via self service. This analysis will allow you to justify investments in customer education and enhanced self service in a manner the CFO will accept. WHAT YOU WILL LEARN • Identify causes of customer contact that can be prevented via customer education. • Select the top three opportunities to eliminate service contacts via “Psychic Pizza” delivering before your customer knows he needs it • Enhance utilization of self service via the principal that, “You can’t just lead the horse to water, you must give him the first sip” • Enhance first call resolution via flexible response spaces which allow the CSR to “break the rules for good customers, without breaking the rules” John Goodman, Vice Chairman, TARP Worldwide, author of “Strategic Customer Service” Tim Rauschenbach, Vice President, TARP Worldwide and Former Head of Global Service, Amazon.com FREE BOOK FOR WORKSHOP ATTENDEES. See p. 5 for special book offer! OR 6 www.callcenterweek.com • 1-800-882-8684 Sponsors
Slide 7: DAY2 G 1:30pm – 3:30pm 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 WHAT WILL BE COVERED Today’s flatter organizations are virtualizing business operations, moving beyond traditional boundaries of organization, location and technology in order to communicate and servce customers more qucikly and effectively. This interactive group problem solving workshop will cover: • Open Discussion: Virtual contact center’s definition, benefits and potential challenges • Business Situation and Group Exercise with a scenario introduced and teams formed • Working groups – developing presentations and delivering presentations • Cross-Critique (Open Discussion) • Real life case study WHAT YOU WILL LEARN Position metrics as the driver of overall effectiveness and service level adherence • Leverage corporate objectives to drive key performance indicators • H Using Virtual at Home Employees to Improve Customer Service Delivery WHAT WILL BE COVERED In this interactive workshop you will learn that innovation in the workplace drives a customer service culture. By removing the limitations of a fixed geography, a highly-skilled and professional, virtual at-home work force can help you offer a positive customer experience. Mr. Farnsworth will talk about the key factors enabling home based work and how TeleTech provides a cost-effective way to keep jobs in the U.S. OR WHAT YOU WILL LEARN You will learn about the myths and benefits of a virtual at-home solution and how doing more with less, can actually provide greater productivity and efficiency. Mr. Farnsworth will use case studies to demonstrate how companies who partner with TeleTech and use our virtual at-home solution can enhance the customer experience. Jim Farnsworth, Senior Vice President, TeleTech Prem Uppaluru, CEO, Transera Communications I How to Utilize a Home-Based Call Center to Increase Competitiveness in a Challenging Economy WHAT WILL BE COVERED This workshop will review how home-based agents can increase a company’s competitiveness in today’s economy. By improving quality to current customers, reducing overhead and infrastructure costs and efficiently aligning staffing models to fluctuating demand, companies can increase their competitiveness, reduce needless overhead and manage growth quickly and organically. WHAT YOU WILL LEARN Sally Hurley will highlight the following topics addressing how to successfully launch and manage a home-based call center, which include: • The growth of the home-based call center industry • How VIPdesk transitioned from centralized service model to home-based structure • Benefits of home-based call centers vs brick-and-mortar call centers • How the demographic profile of the home-based agent can lead to improved performance Sally Hurley, President, VIPdesk J “FOUND! Extra Money in your Contact Center” Using Targeted Metrics to Drive a Streamlined Operation In tenuous times, operations must be as streamlined as possible without compromising quality. Identifying the correct Key Performance Indicators (KPIs) your organization manages to is critical in attaining efficiencies that will yield ‘found money’. WHAT WILL BE COVERED: Mr. Flores will review the myriad factors to consider when establishing your KPIs and how to use those metrics to optimize your contact center. • Identifying KPIs that align with your Mission Statement • Metrics to drive the right behaviors in your agents • Getting buy-in across and up and down your organization • Combining metrics for a complete picture WHAT YOU WILL LEARN: Mr. Flores will facilitate practical exercises that enable you to lead cost-saving initiatives in your organization that will achieve increased optimization. • Obtaining accurate staffing • 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) 3:45pm – 5:45pm OR 7
Slide 8: DAY3 7:15 8:00 8:10 Main Conference Sessions Tuesday, June 16, 2009 10:25 Registration and Coffee Chairperson’s Opening Remarks Explosive Innovation Your budget for innovation has been cut! Your customer’s are still demanding more! This economy requires us to quickly re-invent our paradigms on innovation. We need explosive acceleration in moving ideas to action. Agility, speed, creativity and results…right now. Your next service breakthrough is much closer than you think! In this highly interactive session learn the critical tools to rapidly re-invigorate your customer touchpoints through user innovation design. • Activate the creative power of your employee and customer innovation networks • Mine innovative solutions from your existing customer response processes • Execute innovation in days not months. Drive results now! Roy Barnes, Former Senior Vice President, Marriott Vacation Club KEYNOTE 11:10 12:00 Virtual Call Center – Why "Going Virtual" Makes More Sense Then Ever 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 have found that "virtualization" gives a flexibility to enable business operations to adapt to these changing market conditions. Virtualizing your call center enables these benefits by allowing flexibility among agent locations & sourcing, telephony and technology infrastructure - you use what you need and only pay for what you use. • What is a virtual call center • Economic benefits of virtual call center • How to virtualize - distributed agents / supervision / operations Prem Uppaluru, CEO, Transera Communications Donna Hardy, Director of Call Center Operations, Simplexity Brett Peters, Director of Telecommunications, Simplexity KEYNOTE 8:55 KEYNOTE Holding Onto Top Performers – Realizing the ROI in Turnover Reduction and Improved Customer Retention Find out how LifeLock cost effectively achieves an extraordinary call center rep retention rate of 80+%, minimizing the costs and downtime associated with turnover. • Hiring the right people with the right value systems • Setting the right expectations and creating a supportive culture • Providing top notch training • Measuring performance with the QA score and tying bonuses to service performance • Find out how to retain your reps and improve your customer retention rates! Todd Davis, CEO, LifeLock Focused Peer-to-Peer Roundtables These popular peer to peer roundtable sessions are designed to take advantage of the talent in the room and provide an open forum to discuss challenges/solutions. The roundtables are an excellent way to develop networking contacts and they are led by experienced practitioners from diverse industries. DON’T Back by popular FORGET TO BRING YOUR BUSINESS CARDS demand! • Six Sigma for Call Centers: driving quality and efficiency Alex Sauickie, Managing Director, Operations and Services, Albridge Just one of the many Solutions, a PNC Company, Winner 2008 IQPC Call Center confirmed roundtables Excellence Awards, Best in Class Call Center (under 50 staff) 9:40 Morning Networking Break and Vendor Showcase TRACK A: People Power: Inspiring Performance and Accomplishing More with Less IQPC’s Call Center Excellence Awards and Luncheon TRACK C: Cost Management, Performance Improvement, VOC Sponsored by: TRACK B: Employing Technology for Enhancing Efficiency & Productivity 1:40 Franchising One Service Across the Cultural Gap Understand how to overcome diversity in regional/global locations while harnessing the same top level service. Learn the four phases for application to your contact center. • Leadership attitudes and philosophies • Defining value of the service provided • Cultural awareness and adaptability • Capture and market your successes Joe Darnell, Vice President Monitoring Center Operations, SecureAlert, Inc. Applicant 2008 Call Center Excellence Awards Panel Session: First-Call Relevance: Turn your call center into an acquisition center Find out how to leverage lead scoring to increase conversion rates and improve your return on marketing investment. • Profile unknown inbound callers by analyzing and segmenting conversion data • Understand who’s calling and instantly identify high-value customers — frequent and big spenders • Jump hot prospects up the call queue and route them to most appropriate agent Discover how to get more revenue out of your existing call flow! Moderator: Paul McConville, Director of Consumer-Facing Services, TARGUSinfo Panelists: Mark Pettay, Senior VP of Information Systems, West Direct Doug Kline, Director of New Business Development, West Direct The Cure for the Common Call Center: 8 Steps to Great Customer Experiences Today’s customers expect their interactions with businesses to be fast, convenient and easy. With a combination of strategy and technology, you can channel the right information across every communication path to create a far more unified, consistent and satisfying customer experience—and you can reduce your operating costs along the way. • Explore strategies and technologies that deliver immediate results and support long-term growth • Learn about the real-world challenges and the real-world gains of companies that have taken their customer experience to the next level, including a case study by a RightNow customer eHarmony. • Discover a quantitative scorecard for diagnosing your call center Andrew Hull, Director Product Marketing, RightNow Technologies, Inc. Scott Ackerman, VP Customer Care, eHarmony New for 2009: The Call Center Excellence Awards are included in your Main Conference or All Access Pass. 8 www.callcenterweek.com • 1-800-882-8684 Sponsors
Slide 9: DAY3 2:30 Main Conference Sessions Continued... TRACK B: Employing Technology for Enhancing Efficiency & Productivity TRACK C: Cost Management, Performance Improvement, VOC Sponsored by: TRACK A: People Power: Inspiring Performance and Accomplishing More with Less Low Cost Motivational Programs for Enhancing Performance Many employees feel overworked and underappreciated especially as we ask them to accomplish more with less. Showing appreciation through low cost, fun initiatives and recognition programs can create a less stressed environment where reps actually do accomplish more with less. • Peer to peer recognition programs • Create a fun environment with games, crafts and contests for stress reduction • Find out how recognition represents the single most validated idea to drive desired behavior and optimal performance Tonya Choate, Security Administration Manager, Baylor Healthcare Carol Ferguson, Help Desk Manager, Baylor Healthcare Using Real-time Information to Improve Customer Service and Save Money This panel will address how communication of real-time data can improve agent productivity and customer service. • Provide visibility to key metrics in various areas of your business to drive productivity and improve service • Use of new technologies to improve communication with your agents • Enhance “team approach” by consistently communicating goals and performance Panel Moderator: Matt Wheat, National Sales Manager, Texas Digital Panelists: Ed Kroschinski, Director, Global Service Desk, Perot Systems Sharon L. Ligney, Customer Care Manager, Westwood Kansas, Datacore Marketing, LLC Carol Borsa, Director of Business Service, ABVI-Goodwill Kristoffer Pagel, Corporate IS Manager, Baylor Healthcare Winner: Driving Strategy through Customer Experience Discover why NCO Customer Management won IQPC’s 2008 Call Center Excellence Award for Best Performance Leveraging the Customer Experience as a Strategic Business Driver! • Obtain new business while growing current business through “word of mouth” and referrals • Customize improvement initiatives • Lower operating costs with enhanced quality of service Scott Ross, Senior Vice President, Sales, NCO Customer Management, Inc. Jon Blum, Director of Sales Development, Best Buy There’s never been a more important time to learn from others. Register now! 3:15 3:45 Mid-Afternoon Networking Break and Vendor Showcase Home Based Agents: Expanding your Talent Pool and Realizing Cost Savings Hilton has been raising the bar with providing outstanding customer service with an at home agent program comprising 40% of reps. They are in the process of signing a partnership with a non profit to hire at home agents and have launched a home grown virtual training program. • Saving money with at home versus in house while getting quality staff • Increasing VOC and quality scores • Expanding your talent pool • Reducing recruiting costs dramatically by creating an employee referral program Michele Rowan, Vice President of Performance Management, Hilton Reservations and Customer Care Use Speech Analytics to Measure and Manage the Customer Experience and Customer Excellence While Driving ROI Discover what customers like and don’t like Measure and improve calibrated standards of operational excellence • Learn how to surpass organizational objectives for customer satisfaction • Use improved customer experience to improve top line revenue and bottom line ROI Jeff Gallino, CTO and co-founder, CallMiner Gibbs Jones, Executive Vice President, Suddenlink Cable TV • • Outsourcing At Its Best: Hiring a Call Center Company to Increase Revenue While Managing In this case study, find out how MTI has played a key role in creating revenue for Windstream in an ever-changing phone services market while keeping costs down. • Reduce expenses associated with labor, management, marketing and technology by outsourcing to a company that can cost effectively market, process orders and provide customer service for you • Obtain information that will help you analyze the cost benefits of outsourcing versus managing your own in-house call center • Keep a finger on the pulse of your VOC Don Perkins, Vice President of Product Marketing, Windstream Communications Kathy Hett, CEO, Midwest TeleServices International 4:35 KEYNOTE Turnaround Strategies – Focusing on What Matters Most Patrick Ramsey joined Multimedia Games, a provider of slot machines and systems, in September 2008 to help turnaround a declining business. • Establishing employee accountability and developing metrics to motivate employees • Uncovering the most important opportunities • Leveraging analytics to guide you in decision making • Find out how to stay focused on the keys to getting through difficult times, develop a vision, motivate employees and execute a plan for success Patrick Ramsey, Chief Operating Officer, Multimedia Games 5:20 Cocktail Reception Bring plenty of business cards to network 9
Slide 10: DAY4 7:30 8:00 8:10 Main Conference Sessions Wednesday, June 17, 2009 8:55 Registration and Coffee Chairperson’s Opening Remarks What is the Business Case for Bringing Jobs Back to the U.S. and Creating Greater Profitability? What exposure/liability will you incur in the next 6 months based on potential restrictions imposed by Congress? • What is the true cost of offshoring and the potential impact on customer satisfaction, abandonment rate and first call resolutions? • How can you bring jobs back to the U.S. cost effectively and play a key role in reducing unemployment? • Why have outsourcers become public enemy number one instead of a valued business partner and how can we change this scenario? Joe Jacoboni, President and CEO, Contact Centers of America and client • KEYNOTE 9:40 10:30 Connecting with your Customer on and Emotional Level and Realizing the Resulting Benefits This economy is not the same, and our call center agents have additional pressures. This presentation will address how to improve your agents’ empathy and interpersonal skills and will overcome the common misperception that empathetic agents are giving away the farm. • Taking a different approach to quality and embracing it with your culture • Implementing a three pronged approach to recruitment – getting the “right” individuals, determining their fit in your company, strengthening their will to succeed • Onboarding, coaching and reinforcing strong behavior • Realizing bottom line results including: higher job satisfaction, improved customer retention and satisfaction, decrease in customer churn and increase in word of mouth Nancy Valla, Vice President of Service Operations, CIGNA Voluntary KEYNOTE Morning Refreshment Break and Vendor Showcase PANEL DISCUSSION Call Center Excellence Awards Panel What does it take to be an award-winning contact center? The 2009 award winners will answer questions about accomplishing more with less, leveraging technology for efficiency and automation, motivating employees on a limited budget, improving efficiencies, using metrics that make sense, and how to get top-down support. To find out how you can enter a submission and receive recognition, visit http://callcenterweek.com/awards.php TRACK C: Cost Management, Performance Improvement, VOC Sponsored by: Take advantage of the flexibility and freedom by selecting the all-access pricing. See page 15 for details… TRACK A: People Power: Inspiring Performance and Accomplishing More with Less 11:20 TRACK B: Employing Technology for Enhancing Efficiency & Productivity Emotionally Engaging Customers and Reps around your Brand for Enhanced Retention In order to emotionally engage customers with your brand, you must emotionally engage service reps. • What are the components in delivering your brand promise that help you satisfy not only your customers but also your reps? • Understanding why value isn’t just in bonuses and paychecks but also in building agent loyalty • Reducing rep variability and increasing call outcomes predictability • Find out how CVS/Caremark’s 2500 agents across 7 centers services participants in methods that are relevant to them and migrates them to the most cost effective channel. Rosemarie Donzanti, Vice President of Customer Care Services, CVS/Caremark 2008 WINNER - IQPC Call Center Excellence Awards - Best in Class Call Center (over 200 staff), A top rated speaker at Call Center Week 2008 Tapping the Voice of the Customer through Speech Analytics to Drive Performance, Decision Making and the Customer Experience In this case study, we will explore how an innovative organization stands out from the rest of the competition by leveraging Speech Analytics to: • Measure, coach, and manage agent/team performance • Surpass service level agreements and customer survey benchmarks • Refine sales techniques to successfully deflect objections • Predict customer behavior with speech metrics as early indicators • Drive unnecessary costs out of the contact center while keeping customers happy • Become a strategic contributor to company’s KPIs by disseminating end-customer insights outside the contact center Visit www.callcenterweek.com for event updates, including speaker additions, special events and more Call Center or Profit Center? How to Create Bottom-Line Results from Front-line Customer Feedback Join ResponseTek as they show how some of the world’s leading call center organizations, including AAA, Allianz, Bank of America, Travelocity and WestJet, have transformed customer feedback into customer retention and growth strategies. It all begins at the front-line! • Learn how customer feedback collection integrates smoothly with everyday call center transactions • Find out how real-time customer insights can create behavior change across your call center organization • See how call centers can drive customer service and retention strategies from customer feedback • Hear a real-life industry case study, demonstrating the bottom-line impact of actionable customer feedback Syed Hasan, CEO, ResponseTek And client 12:05 Luncheon for Delegates and Speakers Sponsors 10 www.callcenterweek.com • 1-800-882-8684
Slide 11: DAY4 1:10 Main Conference Sessions Continued... TRACK B: Employing Technology for Enhancing Efficiency & Productivity TRACK C: Cost Management, Performance Improvement, VOC Sponsored by: TRACK A: People Power: Inspiring Performance and Accomplishing More with Less Leadership Strategies for Inspiring Excellence in Stressful Times Times are increasingly challenging today, so as leaders we must continually look for new ways to inspire, motivate and coach our most important asset - our employees. • Reacting rationally versus emotionally • Creating more headaches in the long run if you're afraid to actually manage • Implementing conflict + resolutions strategies including email protocols • Recognizing top performers and tying monthly recognition to customer satisfaction metrics Mark Roberts, Senior Manager of Operations Service Support Center, Switch and Data Delegate Call Center Summit 2009 Leveraging Data to Provide a Better Customer Experience, Better Understand the Cost of Service of Durable Goods, and Improve the Product This session will address the service of durable goods and how to conduct data gathering over the phone to monitor product performance. • Recording product failure modes • Determining the part needed to correct customer service need • Leveraging data to improve product performance and predict staff levels • Evaluating product profitability by calculating total cost to service it David Wassilak, Research Scientist, Durables Research and Development Support, Access Business Group Part of the ALTICOR family of companies Delegate Call Center Summit 2009 How Contact Center Performance Affects Customer Satisfaction and Loyalty The CCSI measures customer satisfaction across several industries: retail, insurance, banking, cable and satellite TV, cell phone service, personal computer, hotel and government. (CCSI - Contact Center Satisfaction Index 2009). In this session, the CCSI will reveal how contact center performance affects customer satisfaction and loyalty. • The immediate challenges facing contact centers • Which industry contact centers perform best, and why • How well contact centers resolve issues Sheri Teodoru, CEO, CFI Group 2:00 Pre-Hiring Strategies – Beyond Background Checking to Reduce Turnover Costs and Increase Customer Experience NJS assists a growing number of families during this unstable economy. Our reps need to be educated in many sensitive topics, bringing their A game to the phones each day. It is critical to the success of NJS and to the success of any organization that we have the best reps answering our phones. Your reps are the first line of contact and are the face/words of the organization. Learn how NJS has streamlined the task of Hiring, the Interview Process, the Background Check and the need to continue to be sure that you have hired the right people for your organization and its culture. • Savvy screening practices in today’s wired world. • Weeding out the bad apple! • Does your company have/implement an action plan when it comes to hiring? Kimberly Warrick, Client Service Center Manager, NJ Shares Leveraging Speech Technology: Achieving Seamless Customer Service without Breaking the Bank Healthnet receives 310,000 calls a month from members and providers. To meet its service goals and improve the bottom line, Healthnet has deployed a voice portal solution that utilizes voice technologies such as speech recognition and voiceprint identification to help members access health information quickly, easily and in a secure manner. • How to enhance security, privacy and HIPAA compliance using voiceprint identification • How Health Net realized cost savings of between $850 and $1.1 million annually by using speech technology to automate processes, increase efficiency and reduce costs while improving the overall customer experience Remus Siclovan, Senior Systems Analyst, Healthnet Interactive Live Forum – Showing your Value to Senior Management Join Darryl Flores, a top rated speaker from Call Center Summit, as he facilitates a peer to peer brainstorming session on developing the call center knowledge with senior leadership. • Showing ROI in a manner acceptable to your CFO • Proving your call center is the ‘voice’ of the company • Cross-selling and “cross-telling” strategies for boosting revenue • Demonstrating how you generate revenue • Participate in this new interactive learning format to address challenges and develop strategies in a collaborative format. Darryl Flores, Workforce Manager, Southwest Business Corporation (SWBC) 2:45 3:20 Afternoon Refreshment Break KEYNOTE The Bottom Line Impact of Customer Centricity Discover best practices in customer centricity and find out the rationale and the process of how Horace Mann Insurance went from product focus to customer centricity. In this case study you will discover: • How to quantify revenue associated with poor customer experiences • Why it’s important to move from customer satisfaction, to customer advocacy • How to act on customer experience to identify and save customers at risk • How to motivate, recognize & reward employees by tying compensation to customer experience Dennis Bianchi, Senior Vice President, Horace Mann Insurance Winner: IQPC Call Center Excellence Award 2008 4:05 WINNING through Deepened Customer Relationships in Turbulent Times Transforming current market disruptions into strategic growth opportunities Bellwether product-channel-segment propositions that create value for your customers and franchise through up-and-down markets alike • Achieving sustainable competitive advantage by being a first mover in speaking to emerging market needs Om Kundu, First Vice President, SunTrust Banks, Inc. • • 4:50 Event Concludes 11
Slide 12: DAY5 K 8:30am – 11:30am Post Conference Workshops and Site Tours Thursday, June 18, 2009 Little Things that Make a Big Difference: Elevating the Customer Experience without Breaking the Bank Talking about ‘Customer Satisfaction’ is not enough in today’s competitive world. A satisfied customer is just that – satisfied. They are neither delighted nor disgusted, just neutral. Neutral customers do not particularly help or hinder your business. However, elevating the customer experience is about delighting the customer and turning them into ambassadors for your company. Delighted customers buy more and share their service experiences with people they know. The challenge is how to delight your customers and elevate their experience without increasing costs. In short, it is about the little things you can identify and do to make this happen. WHAT WILL BE COVERED: During this interactive workshop, we will share ideas and examples of: • The difference between Experience and Satisfaction • Putting yourself in your customers’ shoes • Delighting your customers • Identifying what works and what doesn’t in customer service WHAT YOU WILL LEARN: At the end of this workshop, you will leave with: • Ways you can elevate the customer experience and build customer relationship • Insight into your own service centers • Some little things you can do now that won’t break the bank • Steps you can take to empower agents Alex Aversano, Manager Enterprise & Channel Sales, Cicero Inc. L SITE TOUR: WE WILL BE VISITING Williams-Sonoma, Inc. – e-Tailing Excellence Winner Founded in 1956, Williams-Sonoma Inc. is the leading specialty retailer of home furnishings in the United States. The eight brands, including Pottery Barn, are marketed through three channels – retail stores, catalog and the internet. We will be visiting one of the company’s three call centers, a 24 hour center for all brands, which employs 450 reps including the leadership team. You will get a first hand look at the company’s “People First Philosophy” which treats employees the way the company wants customers treated. Find out how the company encourages customer service to add value to a sale and strives for first call resolution. Learn about motivational contests and promotions. Troy Thornton, Director of Customer Care, Williams-Sonoma, Inc. OR 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 learning opportunity and see “call centers in action!” The site tours will include: a presentation by one or more executives; a walk around tour of the facilities; an opportunity to meet call center agents; and a question and answer period. SPECIAL EXTENDED SITE TOUR 11:45am – 3:45pm M SITE TOUR: WE WILL BE VISITING ZAPPOS.COM - #23 Fortune 2009 100 Best Companies to Work for Don’t miss this exciting site tour to Zappos, the Las Vegas-based e-commerce site with 1,500 perpetually happy, customer focused employees. The company's debut at No. 23 on the Fortune 2009 Best Places to Work ranking makes it the highest-ranking newcomer. Zappos, an Online retailer that specializes in sell apparel and shoes have been in the business for 10 years. Some of Zappos’ highlight features include their excellent 24/7 customer service, free overnight shipping and free return shipping with a 365 day return policy. We will be touring their Henderson Nevada facility and getting a first hand look at their fun culture, dedicated employees, and how they “deliver wow through service.” .Find out how the environment leads to customer loyalty and retention with 75% of purchases coming from repeat customers! Jane Judd, Senior Manager of Customer Loyalty, Zappos.com Jane is the 2008 International Customer Service Manager of the Year (Customer Service Institute of America) and a 2007 Customer Champion from 1 to 1 Media. 12 www.callcenterweek.com • 1-800-882-8684 Sponsors
Slide 13: About Our Sponsors Keynote Sponsor Contact Centers of America is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena. CCA specializes in providing domestic, on shore, high quality solutions at affordable prices thru its proprietary on-campus program with major universities as well as their unique home agent program utilizing retirees and disabled veterans. Customer service and technical support are provided through multiple contact channels including phone, e-mail, text messaging, web and chat. By utilizing the latest Virtual/On-Demand Call Center Technology, CCA ensures customer satisfaction with the highest service levels in the industry. CCA is headquartered in Orlando, Florida. Website: www.contactcentersofamerica.com **please supply new blurb** Response Tek the leader in Customer Experience Management, enables Global 2000 firms to grow profits by building customer advocacy and reducing customer defection. ResponseTek:CEM software captures the voice of the customer at every channel and touch point in the customer life cycle, and transforms this data into predictive business intelligence that is distributed across the enterprise. Our clients are able to systematically use the voice of the customer to drive improvements in revenue, satisfaction, customer advocacy and referenceability. Clients include Aon, HSBC, Lastminute.com, MBNA, Pacific Blue Cross and Xerox. Website: www.responsetek.com Upstream Works provides contact center solutions for companies seeking to improve their customer service through First Call Resolution. Products such as the award winning UpStart, UpTake, and eMedia CMAS give agents the tools to handle a customer request in a single contact, and management the data and analytics to correct operational issues that impact customer care. The result is a dramatic improvement in customer satisfaction that translates to financial impact by reducing churn, reducing operational costs and increasing sales revenue. To learn more, visit www.upstreamworks.com. Website: www.upstreamworks.com MTI is the solution for all of your outsourcing needs. We have been assisting Fortune 500 companies achieve their marketing objectives and shape customer relationships for nearly 20 years. We are known nationwide for delivering outstanding sales results and first-rate customer care with the highest regard for accuracy. Expertise and Services • Sales • Outbound Call Management • 24/7 Live Inbound • Data/Order Entry • Outbound Lead Generation • Live Transfer Lead Generation • Appointment Setting Website: www.mtind.com Co-Sponsors Sword Ciboodle customer interaction software helps improve the way large organizations interact with their customers, driving down the overall cost to serve whilst enhancing the customer experience. Recently recognized by Forrester as the global leader in process-centric customer service solutions, Sword Ciboodle was also commended for expediting time to market by being the only vendor to score full marks in ‘time-to-value’ in CRM implementations. Clients that are already experiencing the tangible benefits of Sword Ciboodle, in a matter of days rather than years, include Standard Bank, Sears and Vodafone. Website: www.sword-ciboodle.com RightNow provides CRM software that helps consumer-oriented contact centers dramatically improve their quality of service, while reducing costs and increasing agent productivity. Our multi-channel customer service solution ties together call center and online customer service into a single solution, ensuring customers receive a seamless and consistent experience across every touch point. Website: www.rightnow.com Transera Communications is the first company to offer an on-demand global IP call center solution for multi-site, multisourced call centers. SeratelTM, Transera's software, delivered as a service, enables organigations to globalize, diversify and grow call center operations to deliver exceptional customer care with no infrastructure investment required. Transera provides an unprecedented level of visibility, control and quality management empowering organizations of any size to rapidly deploy a feature-rich call center for agents located anywhere in the world, including in-house, outsourced, remote, branch offices or at home. With Seratel, organizations can connect people, processes and information and handle any customer call, anytime and anywhere across global operations. Website: www.transerainc.com B-Connect, designs, constructs and operates Contact Center Solutions, by entrusting the management of your contact centers to B-Connect, you can bring together several key benefits: • • Fast Response Services: Data entry • • Greater Flexibility Customer Care • • Our infrastructure” Increased Savings Tech Support/ Helpdesk • • Sales /Telemarketing 3 Sites distributed: 2 in México • Proven Expertise: CRM Services City and 1 in Torreon • • • Customized operational Loyalty Program 4,500+ Employees • • Early collections 2,200+ Work Stations procedures • • Adaptable pricing schemes Survey applications • Website: www.b-connect.com.mx Customer retention CFI Group is the gold-standard of customer satisfaction measurement, turning ‘voice of the customer’ data into improvement strategies for measurable results. CFI Group’s system gives you key performance metrics and finds opportunities to improve customer satisfaction for greatest ROI, so you can make informed, strategic business decisions that protect your greatest asset—your customer. Headquartered in Ann Arbor, Michigan, CFI Group has 11 offices worldwide and services clients in a variety of sectors including telecommunications, manufacturing, retail and government. Website: www.cfigroup.com/ • • • • • • • Auto Dialer Functionality Verification Services Win-back and Retention VOIP Wireless Contract Renewal Multi Lingual Resource • • • • • Web Care Call List Management Upsell IT Services Software as a Service (SaaS) CallMiner is the leader in advanced speech analytics providing business intelligence to enterprise organizations from recorded customer conversations. Eureka, the company’s flagship product, is the only speech analytics solution that automatically and accurately discovers the content, context and purpose of an entire conversation and of every call, enabling companies to understand why customers call and how agents respond. With this knowledge, CallMiner customers are able to significantly improve customer service, enhance agent quality, increase sales and impact marketing effectiveness. Website: www.callminer.com Tel: (239) 689-6463 UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail. Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement. Please visit www.utopy.com or www.speechanalytics.com or call +1.866.44.UTOPY (+1.866.448.8679). Website: www.utopy.com 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, customer acquisition/sales, e-mail management, Interactive Voice Response and Messaging, Web chat, and printing/mailing services. Website: www.ncogroup.com 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 with private sector firms currently sending work offshore or in lieu of sending work offshore. Website: www.unicor.gov 13
Slide 14: Sponsors and Exhibitors TeleTech® is the premier business process and customer interaction management specialist. We perform complex outsourcing activities across all aspects of the customer management lifecycle. By leveraging nearly three decades of experience, our enabling technologies, global best practices, and innovative human capital strategies, we provide an array of front- to back-office support capabilities for the world’s most respected and recognized companies. Website: www.teletech.com Mindshare’s Enterprise Feedback Management (EFM) tools help companies improve operations and minimize customer attrition through personal customer involvement. Mindshare’s proprietary survey technology captures customer and employee feedback in real-time and immediately transforms it into actionable intelligence. With Mindshare, companies can determine the type of information they collect, who can access it, and how it’s reported. Mindshare is affordable and flexible, surveys and reports can be modified on the fly, and data may be accessed from anywhere. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range from small regional chains to large multinational corporations. Website: www.mshare.net TARGUSinfo delivers precise and actionable consumer insights from the moment the phone rings to enable you to acquire, retain and grow today’s high-value customers. With our cutting-edge analytics platform and unmatched accuracy and coverage of consumer data, we enable you to identify your most valuable callers, that fuel skills-based routing, to optimize messaging and offers, prioritize and score leads in real time, remarket to lost prospects and provide a better customer experience. The result is a greater return on marketing investment —measured by increased order values, shorter call times, reduced costs, improved efficiencies and increased conversion rates. For more information, please contact TARGUSinfo at 1.800.6.TARGUS (800.682.7487) Website: www.targusinfo.com Cicero Inc. provides software integration solutions to Global Fortune 500 and other companies and government organizations that integrate applications, streamline business processes, and extend the functionality of existing technology such as CRM, legacy, Citrix, and other applications. The Cicero Platform is the original, patented desktop integration solution that increases agent effectiveness, cuts call times, simplifies navigation into a unified desktop, increases cross/up-selling opportunities, and elevates the overall customer experience by enabling contact center applications to do more, smarter. Cicero’s customers such as Merrill Lynch and Nationwide Financial create and deploy fully integrated solutions within weeks and typically achieve a Return on their Investment within months. Website: www.ciceroinc.com Building on more than 35 years of innovation, Texas Digital is proud to be a leading provider of integrated communication solutions that deliver exceptional value for the call center, cinema, distribution center, financial institution, help desk, network data center and quick-serve restaurant markets. Texas Digital’s QuickCOM is a leading enterprise solution that provides real-time communication of business vitals to contact centers, help desks, command centers and more. Backed by a unique Best Value Guarantee, this complete solution collects, manages and communicates up-to-the-second information to empower fact-based decisions that will improve performance, customer satisfaction and profitability. Website: www.txdigital.com Keller Center for Corporate Learning: Empower your employees with the skills and opportunities that give your business a competitive edge. From module-based cohort offerings, to company-wide educational programs, discover how we can help your organization implement learning solutions that address today’s most critical needs—retaining valuable employees, developing managerial abilities, executing critical projects, complying with regulatory mandates and enhancing technical skills. We combine expert instruction, personal attention and innovative educational formats to create tailored solutions that can transform your employees’ performance. • Choice of class formats. Courses may be offered at your site, at one of our 90+ locations, or online for global access. • Flexible course schedules. Evening and weekend options are available to help balance business commitments and personal priorities. • On-going enrollment. Classes begin throughout the year with our convenient eight-week sessions. Website: corp.keller.edu Envision is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. Website: www.envisioninc.com SpiceCSM provides the only Customer Service Management (CSM) tool that will help to increase productivity while maintaining high quality of service standards. The SpiceCSM suite of software applications is a complete offering of contact center and help desk functionality for the small-tomedium enterprise (SME) customer service organization. Moreover, SpiceCSM applications are available ‘on-demand’ or ‘open source’ to meet your IT deployment preferences. Whether you are a small start-up company looking to establish your reputation as a customer centric organization, or a tenured organization with a reputation to maintain and improve, the SpiceCSM software suite will meet your needs. Website: www.spiceCSM.com Interior Concepts specializes in designing and manufacturing green call center furniture that provides cost-effective utilization of floor space. Whether utilizing the available floor space to increase the number of workers, or to enhance the work area for each employee, the objective of Interior Concepts is to improve the performance and profitability of our customer. Additionally, we offer a Lifetime Warranty, complimentary space planning & project management, and the best wire/cable management system in the industry. Website: www.interiorconcepts.com performanceAgents™ is a performance consulting, training and outsourcing company dedicated to maximizing human performance in sales, service and support teams. Our specialized approach leverages behavioral analysis (top performer profiling and knowledge capture), rapid knowledge transfer techniques, behavior-based coaching, qualitative monitoring, and operational and environmental alignment and reinforcement processes. We blend behavioral science (understanding how people behave) with instructional design (understanding how people learn) to create and sustain substantial lifts in the quality and effectiveness of human interaction – ultimately improving how employees and supervisors communicate and connect, with customers and each other. Website: www.performanceagents.com The Fraser Group, LLC is a management-consulting firm with extensive experience in helping operations and management improve performance based on voice of the customer research. For over a decade, The Fraser Group has focused on research designs that provide actionable information to management in the areas of customer loyalty and satisfaction, customer relationship management (CRM) and employee satisfaction measurement and improvement. Clients of The Fraser Group include a winner and two site visit recipients of the Malcolm Baldrige National Quality Award. Barry Maners is the Managing Director of the Fraser Group. He is an often-called on speaker in the areas of customer satisfaction, call center management, management and supervision, CRM measurement and management, stakeholder value management, employee satisfaction and qualitative/quantitative research design. In addition to the market research and management development work Mr. Maners completes, he is also active as an adjunct lecturer at the university level. Prior to becoming the Managing Director of the Fraser Group, Mr. Maners: • enjoyed an 11 year career with General Motors, • was, for 4 years, the Director of Human Resources and Sales Training at a division of the investment banking firm of Kravis, Kohlberg and Roberts • And for 7 years was Vice President of Client Services at Walker Research. Mr. Maners is degreed in Mechanical Engineering from Purdue University, holds a Masters in Industrial Management and is an ABD PhD in Economics from the Krannert School of Mgmt. Website: www.TheFraserGroup.org For more than 35 years, TARP Worldwide has been revolutionizing the customer experience. Today, our two divisions continue to create innovative solutions to help Release the Profit of Interaction™. TARP’s Research Division quantifies the customer experience in financial terms, tracking its implications, and guiding resource allocation and executive decision-making. TARP’s Practices Division develops strategies to improve customer service, improve marketing and sales communications, improve frontline effectiveness, and inspire employees to attain higher performance. Website: www.tarp.com VIPdesk specializes in delivering virtual call center solutions and concierge services to luxury and premium brand leaders in several industries including retail, travel, auto and financial services. We serve more than 70 blue-chip clients with over 10 million customers and are continually recognized through numerous awards, including the Inc. 500, Inc. 5000, NCBEA Business Ethics Award, Stevie Awards for Women in Business and Smart CEO Future 50. Website: www.vipdesk.com "Call Center Summit is one of the premier call center events of the year! We have the opportunity to showcase emerging technology to industry leaders in the call center market. The conference is always well managed and organized allowing attendees and exhibitors alike to network and casually enjoy their time together."Linda Fitzpatrick, VP Sales, Texas Digital 14 www.callcenterweek.com • 1-800-882-8684 Sponsors
Slide 15: Registration Info Web: www.callcenterweek.com Phone: 1-800-882-8684 Fax: 1-646-378-6025 Mail: IQPC 535 5th Avenue, 8th Floor New York, NY, 10017 Email: info@iqpc.com End-User Pricing Conference Only All Access Pricing Pre-Conference Workshop Day (June 15, 2009) Post-Conference Workshop Day (June 18, 2009) Workshop/Site Tour/ Master Class Only Register By 3/27/09 $1,199 (save 800) Sponsorship and Exhibition Opportunities Sponsorships and exhibits are excellent opportunities for your company to showcase its products and services to high-level, targeted decision-makers attending Call Center Week. IQPC and Customer Management IQ help companies like yours achieve important sales, marketing and branding objectives by setting aside a limited number of event sponsorships and exhibit spaces – all of which are custom-tailored to assist your organization in creating a platform to maximize its exposure at the event. For more information on sponsoring or exhibiting at Call Center Week please contact Mario Matulich at 212-885-2719 or sponsorship@iqpc.com. ❑ YES! Please register me for Please register the following people from my organization: Name Title Company Telephone Fax Register by 4/10/09 $1,299 (save 700) Register by 4/24/09 $1,599 (save $400) Register by 5/22/09 $1,799 (save $200) Standard Price $1,999 $3,199 (save $1,347) $999 $999 $549 each Standard Price $2,999 Email Mailing Address City/StateZip $2,399 (save $2,147) $2,599(save $1,947) $999 $999 $549 each $999 $999 $549 each $2,799 (save $1,747) $2,999 (save $1,547) $999 $999 $549 each Register by 5/22/09 $2,499 (save $500) $3,699 (save $1,847) $999 $999 $549 each $999 $999 $549 each (use separate sheet for additional attendees) Payment Information Total Price for Your Organization (Add total of all individuals attending): ❑ VISA ❑ M/C ❑ AMEX Card Number: $ Exp. Date: CVM Code: Other Pricing Conference Only All Access Pricing Pre-Conference Workshop Day (June 15, 2009) Post-Conference Workshop Day (June 18, 2009) Workshop/Site Tour/ Master Class Only Register by 4/24/09 $1,999 (save $1,000) $3,199 (save $2,347) $999 $999 $549 each Name On Card: Signature: Billing Address if Different From Above: $4,199 (save $1,347) $999 City/State/Zip: $999 $549 each Important! To speed registration, provide the customer registration code located on the back page—even if it is not addressed to you! MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC 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. Please note: Multiple discounts cannot be combined. A $99 processing fee will be charged to all reigstrations not accompanied by credit card at end of registration End-User pricing valid for qualified call center professionals. Other includes any service provider to call center practitioners - Solution Providers, Consultants, or any third party vendors that partner with or provide services to call centers or provide call center outsourcing to organizations. Discounts are taken off the full conference price only and do not apply to workshop only registrations. IQPC reserves the right to qualify your registration before applying your discount. * CT residents or people employed in the state of CT must add 6% sales tax. Details for making payment via EFT or wire transfer: JPMorgan Chase Penton Learning Systems LLC dba IQPC: 957-097239 ABA/Routing #:021000021 Reference: Please include the name of the attendee(s) and the event number: 10711.003 Payment Policy: Payment is due in full at the time of registration and includes lunches, refreshments and detailed conference materials. Your registration will not be confirmed until payment is received and may be subject to cancellation. Please go online to: www.iqpc.com/cancellation to view our cancellation policy Scholarships Available: IQPC sets aside a limited number of discounts that may be applied to its conferences for delegates from the non-profit sector, government and military organizations and academia. For more information about scholarships to this event, please call Customer Service at 1-800-882-8684. Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1800-882-8684 to discuss your specific needs. ©2009 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham Act and common law principles. About the Venue The Bellagio Hotel, Las Vegas www.bellagio.com 3600 Las Vegas Blvd South Las Vegas, NV 89109 RESERVATIONS: (888) 987-8686 Contentment and opulence are the hallmarks of your Bellagio luxury hotel experience. A retreat unto themselves, the 3,933 Guest Rooms and Suites are an extension of our AAA Five Diamond Award-winning Las Vegas hotel. Grant yourself the luxury of discovery time as you explore the dramatic features which distinguish our exquisite Las Vegas resort from every other destination in the world. From dancing fountains to a breathtaking Conservatory & Botanical Gardens to serenity-splashed Pools & Courtyards, enjoy... IQPC has secured a special group rate for Call Center Week participants at Bellagio. Group Rate- $199 (single/ double occupancy) *Reservations must be booked before May 13th, 2009. Rate is valid 3 days pre and post event, subject to availability. Please identify you are part of Call Center Week - IQPC to ensure the special rate. Media Partners: 15
Slide 16: ❑Yes! Please Register Me For International Quality & Productivity Center 535 5th Avenue, 8th Floor New York, NY 10017 ❑ Conference Only ❑ All Access Pricing ❑ Pre-Conference Day ❑ Post-Conference Day ❑ Workshop/Site Tour/Master Class Only Your customer registration code is: When registering, please provide the code above. Top Reasons to Attend: Call Center Week addresses the most pressing challenges and opportunities seen in decades. The event’s agenda and activities feature an acute focus on: • • • Best practices and innovative ways to reduce operational costs Best practices from Call Center Excellence Awards winners Leveraging technology to improve efficiencies and reduce operational costs Growing revenue-generating capabilities of contact centers Managing up, across, and down the organization in turbulent times 10711.003/NP 5 EASY WAYS TO REGISTER: 1 2 3 4 5 Web: www.callcenterweek.com Call: Fax: Mail: 1-800-882-8684 Email: info@iqpc.com 1-646-378-6025 IQPC 535 5th Avenue, 8th Floor New York, NY 10017 • • Presents the only call center event supported by the Call Center Excellence awards… Get the most r all value with ou access pricing New Master Classes for Mature Call Centers Top Reasons to Attend: Turn Adversity into Advantage | June 14-18, 2009 Bellagio, Las Vegas, NV Featured Speakers for 2009! Call Center Week addresses the most pressing challenges and opportunities seen in decades. The event’s agenda and activities feature an acute focus on: • Best practices and innovative ways to reduce operational costs Patrick Ramsey Chief Operating Officer Multimedia Games Todd Davis CEO LifeLock Om Kundu First Vice President SunTrust Banks, Inc. Nancy Valla Vice President of Service Operations CIGNA Voluntary • Best practices from Call Center Excellence Awards winners • Leveraging technology to improve efficiencies and reduce operational costs • Growing revenuegenerating capabilities of contact centers Michele Rowan Vice President of Performance Management Hilton Reservations and Customer Care Dennis Bianchi Senior Vice President Horace Mann Insurance • Managing up, across, and down the organization in turbulent times Register today: Visit us at www.callcenterweek.com or call 1-800-882-8684

   
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