Call Center Week

To Register Contact Sean 416-597-4740 or [email protected]

Embracing the Megatrends & Transforming the Contact Center

January 24-27, 2011 Doubletree Resort Orlando-International DriveOrlando, Florida

Sponsors:

• Leverage social media to reduce calls, drive strategic direction and measure ROI• Gain the insight and skills to stay ahead of contact center evolution• Discover advanced methodologies to ensure no contact channel becomes neglected• Realize cost and efficiency savings and demonstrate the ROI of technology investments• Create a culture that inspires world-class excellence and drives customer experience

• New speakers, including Keynotes from

• New interactive learning formats

• New tracks on The Power of Social Media and Shoring, Sourcing and Staffing

• New site tours to Loews Hotels at Universal Orlando and World Travel Holdings

All New Features of the Summit 2011:

Gina DebogovichSenior Manager,CommunitiesBest Buy

John RoddySenior VP/CLOLogistics & DistributionArhaus Furniture

Steve RiddellVP of OperationsBlinds.com

Joshua “Sipp” SippolaTalkToQwest Team Lead& Social Media StrategistQwest

January 24-27, 2011Doubletree Resort Orlando-International DriveOrlando, Florida

Dear Contact Center Executive:

Year over year, we have built our programs based around our attendee’s feedback, successful previous sessions andcontinuous research in call center management. This year, Call Center Week presents The Summit to take it to a wholenew level. We’re looking at the changes facing contact centers and addressing them head on.

What’s your social media strategy for communicating in the public domain with customers wanting instant gratification?How effectively are you communicating with customers in a multichannel environment? How are you leveraging socialmedia to reduce contact center calls and drive the strategic direction of your business? What technology are you leveragingto enhance service and efficiency?

The way customers want to connect with you is changing. In 4-5 years, will customers still want to call you or will they beusing self service or want to connect through a different medium (eg social media, chat)? What should we do now toprepare for this trend? Eventually, call centers won’t be transaction centers; they will be relationship centers. This event isdesigned to provide the insight, skills and strategy needed to embrace the megatrends and transform the call center.Let’s get ready for 2015!

Let’s think of The Summit 2011 event as a journey on a train. The first step we’ll take is to make sure you run your trainefficiently and on time. We’ll cover many critical issues addressing the operational side of contact center management.The second step is to help you actually reinvent the transportation system. Are you embracing the mega trends andfiguring out how you will provide outstanding service to customers across all channels? Who are you hiring anddeveloping in order to meet this next generation of opportunities?

Get ready for learning, networking, problem-solving and strategizing. Our innovative learning formats will enable you tolearn from speakers, from each other, and even from your own brainstorming ideas.

I look forward to growing with you and getting ready for the call center of the future!

See you in Orlando,

Lisa SchulmanExecutive Producer and Sector LeaderCustomer Management IQ, a Division of IQPC

2 To Register Contact Sean 416-597-4740 or [email protected]

Team discounts up to

50% off are available!

See page 11 for more details.

3

The Summit wants to make sure you extract the most information from every session,maximize the time you spend at the event and enhance your professional development.

THE SUMMIT IS PLEASED TO INTRODUCENEW LEARNING FORMATS

COME SEE THE TWITTER WALL!

ROADMAP TO LEARNING INNOVATIONOur keynote speaker will help you create a strategy for growth.

ROUNDTABLE DISCUSSIONS – BACK BY POPULARDEMAND!Our peer-to-peer roundtable sessions are designed to provide anopen forum to discuss your challenges and potential solutions.

BLUEPRINT! LIVE DASHBOARD CREATION Our distinguished speaker will show you how to collateverbatims, surveys, and NPS Scores in a take home dashboard.

“GROUP THERAPY” INTERACTIVE SESSIONS The session leader will set a scenario around a timely issuewithin the industry and will document the solutions brought tothe floor by the audience.

KNOWLEDGE EXCHANGE - NEW LEARNING FORMAT!The audience shares strengths, successes and growing orimplementation “pains.”

PANEL SESSIONSSeveral industry experts give a cross-functional look at a particulartopic, lending itself to hearing many different viewpoints.

TRADITIONAL CLASSROOM SESSIONSA traditional lecture format or case study.

CASE STUDY It’s the tried and true method of teaching at top Business Schools!Only in school, you’re reading and analyzing it. At The Summit,you’ll hear the case study – live – straight from the source.

LEARNING MAP GAMEBOARD WITH INSTRUCTIONAL CARDS Our speaker will share a learning map designed to engage otheroperational departments in enhancing the customer experience.

A Twitter Wall allows you to be heard at the event without having to stand up in front of a crowd of people. We’ll beusing #CCSummit leading up to the event and onsite to add to the conversation! Be sure to tweet along and check outthe Twitter Wall in the exhibit hall at the event!

IMPROMPTU PANELISTS FROM THE AUDIENCE Participants will share their challenges, dissect live customer callsand see how speech analytics identifies those challenges todevelop process improvements.

BINGO GAME Interactive bingo game designed to promote learning throughgame play

45 IDEAS IN 45 MINUTESIt’s an idea per minute, raining dozens of new possibilities toutilize for your operation.

PARDON THE INTERRUPTIONAn innovative, fast-paced learning model patterned after theESPN Sports Show PTI-Pardon the Interruption will enableparticipants to touch on many topics with timed discussions.

WORKSHOP TOOL-BASED LEARNINGWorkshops are hands-on practical sessions that allow forexamples to be presented and tools to be tested andimplemented in a learning environment.

LIVE COACHING SESSIONLive mock coaching session designed to actually demonstratehow to coach your way to world-class excellence.

QUESTION & ANSWER SESSIONLive mock coaching session designed to actually demonstratehow to coach your way to world-class excellence.

SITE TOURBoard the Bus for an exciting opportunity to visit a leadingcompany and find out what makes their company so successful.

Connect WithOur Call CenterCommunities!

?

www.twitter.com/CallCenterEvent

IQPC’s Call Center Week

Call Center Week

www.CallCenterConference.wordpress.com

Pre-Conference Workshops Monday, January 24, 2011

A8:00 - 11:00 (Registration at 7:30)

It’s Not Just a Contact Center – It’s a Business

What you will cover:• What is the direct link between your contact center and your

organization’s ability to generate revenue?• How do you determine the relative weighting of each of the three contact

center functions: revenue development, customer experience, andoperational efficiency; and how do they match up with your core objectives?

• Case Study: How did a large contact center transform itself from atransactional cost focused organization into a revenue developmentbusiness?

What you will learn:• How a simple reframing of your contact center business strategy can lead

to a more profitable business.

• How to transition your contact center from a cost center to a revenuecontributor.

• How to align your contact centre operations with your overall business,marketing and sales strategy.

In this interactive, hands-on workshop, participants will have theopportunity to utilize several tools and templates to help them understandand apply the concepts presented.

John BardawillManaging DirectorTMG International Inc.

C2:30 - 5:30 (Registration at 2:15)

It’s Not Just a Contact Center – It’s a Business

What you will cover:In today’s world of increasing communication channel complexity andhigher customer expectations, customer service executives are challengedto achieve their business goals.

What you will learn:Join Pegasystems to understand how to:• Achieve customer service agility • Close the gap between your vision and system execution.

Learn how to remove traditional barriers to success such as longimplementation times, excessive need for IT, mis-translated requirementsand inflexible systems that resist change.

Steve KrausSr. Director, Product Marketing Pegasystems

Jeff AkinContact Center Business ConsultantPegasystems

B11:15 - 2:15 (Registration at 11:00) Lunch will be provided

Best Practices for At-Home Agent Program Success

At-home contact center agent programs are proven to dramatically reduceoperational and labor costs, ensure business continuity, reduce agentattrition, and optimize their workforce efficiencies and productivity.According to Ventana Research, 26% of contact centers today already usework-at-home agents - there are over 500,000 at-home agents in the USalone and that number is projected to double in 2011.

What you will cover:Attend this interactive session and learn from the leading practitioner’sexperience – Michele Rowan, former VP of Hilton Hotels will be sharingindustry wide experiences from 150+ clients and colleagues who haveparticipated in Home Agent Workshops from Customer Contact Strategies.

What you will learn:• How to effectively hire, train, coach, connect with, recognize and reward

work-at-home agents while reducing training costs - discover whatremote agents really prefer and expect

• How to optimize quality assurance with proven remote quality monitoringand calibration techniques

• What the most critical Key Performance Indicators (KPIs) are • How to manage quality and optimize the performance of your work-at-

home agents • Crucial technologies for managing the quality, performance, PCI-DSS

compliance and security of your work-at-home agent program • Key components of the business case, ROI and strategy for a work-at-

home agent model

Patrick BotzVice President, Workforce OptimizationVoice Print International, Inc.

Michele RowanFormer VPHilton Hotels


All new workshops & site tours!More on page 9…

Main Conference Day OneTuesday, January 25, 2011

7:00 Registration and Coffee

8:00 Chairperson’s Opening Remarks

8:15 KEYNOTE: Social Media – It’s Future and How Best BuyLeverages it to Deflect Contact Center Calls Our distinguished speaker leads a team of employees who areresponsible for the day-to-day operations of customer-facing onlinecommunities across a variety of Best Buy Brands. Find out how to:• Shift calls to social media channels• Engage in brand building online discussion• Harness the power of online conversations to inform business

decisions• Turn detractors into brand advocates

Gina DebogovichSenior Manager, CommunitiesBest Buy

9:00 KEYNOTE: Shifting Call Centers from “Operational” to“Inspirational”Completing a Call Center eVALUEation -- What is your Call CenterREALLY Doing for You? Is your call center generating new leads? Incremental revenue?Customer loyalty? Upsell opportunities? Why Not? Competitivecompanies looking for an edge in today’s fiscally tight marketplace arelooking for ways to make call centers more than an operational expense.Call centers represent thousands of golden touches with clients each daythat can be turned into a way to nurture client relationships in order tobuild loyalty, brand preference and more revenue and profit.• Leverage Call Centers as a TOOL and ENGINE for customer

relationship management, revenue growth, enhanced profitabilityand customer satisfaction

• Turn every call into a mutual value proposition• How to take the risk out of outsourcing your call center• Key factors in selecting a call center partner• How to incent call center partners on metrics that matter

Joe JacoboniPresidentContact Centers of America

Carrie MaurerSenior Vice President BabytoBee, An Inuvo Company

9:45 Morning Networking Break

10:30 KEYNOTE: Innovation Plus Motivation = Success: iPads,Workforces and the Digital Age of Customer ServiceArhaus Furniture believes in always looking for improvements thatbenefit customers and employees. They recently put iPads into thehands of burly furniture delivery guys to create a new customerexperience and better internal work flows. The business has tripled insize, and loyalty is exceptionally high amongemployees and customers.• How to save millions of dollars, boost brand

reputation and improve customer service• New tools, like the iPad, that open exciting opportunities• How to build a culture that supports innovation• Where to start when making a change, and the roadmap to success• The hidden price consumers and companies pay due to bad service

John RoddySenior Vice President/CLO Logistics & Distribution Arhaus Furniture

11:15 Peer to Peer Moderated Roundtables

• ALIGNING GOALS, METRICS AND ACTIVITIES AROUNDSOCIAL MEDIA

• DIGITAL STRATEGY- GETTING READY FOR THE FUTUREWORKFORCE

• THE SUPER SKILLED CALL CENTER AGENT

• BACK TO BASICS: MASTERING THE FUNDAMENTALSKimberly Warrick, Client Service Center Manager, NJ SHARES

• FIRST CONTACT RESOLUTION

• GETTING READY FOR 2015

• DRIVING BUSINESS VALUE BY UNDERSTANDING KEYCUSTOMER AND PROSPECT EXPERIENCES

• DELIVERING CONSISTENT CUSTOMER EXPERIENCE IN AMULTICHANNEL ENVIRONMENT

• CALL CENTER CULTURE

• INTEGRATING SOCIAL CRM AND TRADITIONAL CONTACTCENTER SERVICE DELIVERY Michelle Brown, Vice President of ProductManagement, Stream Global Services

12:25 Networking Luncheon

Concurrent sessions begin. Choose Track A, B or C

TRACK A: THE POWER OF SOCIAL MEDIATrack B: TALENT MANAGEMENT

Chairperson: Barry Maners, Managing Director,The Fraser Group

Track C: TOOLS, TECHNOLOGY, STRATEGY

1:40 Leveraging Social Media to DriveVOC to the C-SuiteDon’t miss the opportunity to gain a blueprintof social media strategies in order to be asuperstar at your company! • Understanding the landscape of free and

paid tools• Integrating social media into call center

analytics• Creating a dashboard “hive” that captures:

competitive analysis, industry news, callcenter news, surveys and social chatter

• Providing your C Suite with the Voice of theSocial Customer needed to drive the ship

If you are struggling with gainingmanagement support or demonstrating theROI of social media efforts, then this is a notto be missed session!

Michael BiondoVice President, CustomerOperations, Thumbplay

First Contact Resolution Strategiesfor Enhancing Agent Development –Everybody Wins!Find out how BNSF Railway, a transportationprovider with 38,000 employees, is leveragingcustomer contact data to identify process failureand make sure the fix is consistent going forward. • Reducing the number of contacts and

improving business operations• Enhancing agent education and involving

them in becoming part of the solution• Elevating the role of the rep to problem solver

and empowering them to work with internaldepartments for process improvement

• Reducing call volume and freeing up agenttime for more strategic tasks

In this interactive group therapy session we’lllearn best practices for growing agent talent!

Kathy NovakDirector of Equipment UtilizationBNSF Railway

Research Results – Getting Bang forthe BuckThis overview of research results will help youunderstand the trends in contact centersatisfaction and the elements drivingsatisfaction.• Understand where to place your emphasis

to get the biggest return on investment• Trends in contact center satisfaction• On-shoring versus off shoring – what’s

working, what’s notFind out how to tie satisfaction to financialmetrics.

Sheri TeodoruPresident and CEOCFI Group

5

Increase customersatisfaction by 15%while cutting costs!

2:35 Becoming Facebook Fans and TrueRepresentatives of your BrandOur prospects and customers are evolving andhave embraced the fast-growing social medialandscape as an extension of personal andprofessional marketing research. Prospectsare starving for direction and word of mouthrecommendations – people are takingfeedback from unknown social media postsand incorporating this logic into theirshopping and buying strategies.• Encouraging customers to share their

success stories – let it out!• Create a win/win environment for your

customers and company• Provide incentives to customers that are

assisting with new customer acquisitions• Be open to communicate via multiple social

media sites - One size does not fit all • Allow your customers to become “the

experts” of your product

Frank BurhanceDepartment Head – Customer ServiceOperationsMyPublisher

Listening Posts – Acting on VOCData to Improve the CustomerExperienceCareFusion runs a technical b to b supportcenter serving hospitals and pharmacies. Findout how to listen to customer feedback andcreate an opportunity for mastering customerexpectations and improving internalproducts/processes. Find out how listening tothe VOC and conducting root cause analysiscan help you achieve:• Greater accountability at every level• Integrated ownership of the customer

experience• Ability to work more closely together• Increased tolerance level of customers• Discover how to tailor your resources to

what the customer actually values – notwhat you think is important to them.

Denise M. CunninghamDirector, Technical Support Center CareFusion, Pyxis Products

Panel Discussion: Improving ContactCenter Performance throughDashboards and Digital SignageThis panel will address how communicationof real-time data along with other multi-media content can improve agentproductivity (in-house & home-based), agentmorale, and customer service.• Provide visibility to key metrics in various

areas of your business to drive productivityand improve service

• Use existing technologies to do more,improve communication with your agents,and drive improvement with better feedback

• Enhance "team approach" by consistentlycommunicating goals and performance in adynamic fashion

Matt WheatNational Sales ManagerTexas Digital

Jimmy TuckerProcess ManagerLennox International

Quyen TranProject LeadLennox International

4:10 Harnessing the Power of SocialMedia Customer Service to Retainand Acquire CustomersFind out how the convergence of social mediaand marketing is getting closer based on howthe customer is changing. This session willaddress how to address & catalog negativeand positive customer feedback throughsocial media. Discover how to increase yourcustomer’s satisfaction, reduce costs and driveraving fans to refer you to thousands ofpotential customers with a click of the button.

With the emergence of social media as asupport channel, few best practices aredocumented and often considered tacitknowledge. Group participation, networkingand live tweeting is ENCOURAGED!

Michael PaceDirector of Customer SupportConstant Contact

Leveraging Speech Analytics toDrive Targeted Agent Training and CoachingIn this case study, you’ll find out how toemploy Speech Analytics to identify and rankagents on key skills and target training andcoaching to improve usage of those key skills.• Identifying the key skills that distinguish top

performers from bottom performers interms of customer satisfaction and revenue

• Correlating skills with outcomes of calls• Mapping those key skills to the phrases they

consist of• Scoring agents and balancing the customer

satisfaction and revenue goals of the callcenter

• Integrating agent skills with coaching models

Mike MillerVice President, Customer StrategyUTOPY

David FriedlanderVice President, OperationsHealthcare Revenue RecoveryGroup (HRRG)

Realizing Cost and Efficiency Savingsand Demonstrating your ROIIt is clear that we are all“under the gun” to proveour value and demonstratethe ROI of our departmentsand technology investments. We’ll start offwith a case study if how the The CharmerSunbelt Group (CSG) one of the nation'sleading distributors of fine wines, spirits,beers, bottled water, and other non-alcoholicbeverages, transitioned 7 Business Units inless than 1 year to a centralized call center,operating in a shared services model. • Demonstrating the ROI on technology

investments• Recording baseline performance metrics• Gaining efficiencies through consolidation• Sustaining service through consolidation by

developing a business continuity plan

Kelley GilbertDirector, Corporate CustomerServiceThe Charmer Sunbelt Group

3:25 Afternoon Networking Break

5:05 KEYNOTE: A Cross-Functional Team Approach to Enhancing your Customer’s ExperienceIn this session you will hear how a team of Directors at CareSource, one of the largest Medicaid Healthcare plans in the United States worked cross-functionally to create the “Ideal Member Experience”. Staffing is a challenge in every call center and was a particular issue for this initiative as theywere charged with reducing average speed of answer, maintaining high quality, and achieving a 5% administrative cost ratio. In this session you willlearn about the approach CareSource took to ensure a high level of customer satisfaction while eliminating unwarranted calls. You will also be showna new and creative training process that engages cross-functional teams. • Leveraging member feedback to create the ideal customer experience• Engaging other departments to enhance your customer’s experience and reduce unwarranted calls• Utilize a training process called discovery learning in the form of a “Learning Map” to allow cross functional team

members to engage in dialogue, critical thinking and problem solving conversations

Kim GibsonDirector, Service OperationsCareSource

Jackie SmithDirector, CareSource University CareSource

5:55 Networking Cocktail Reception


Leverage a sharedservices model

46% reduction inunwarranted calls

TRACK A: THE POWER OF SOCIAL MEDIATrack B: TALENT MANAGEMENT

Chairperson: Barry Maners, Managing Director,The Fraser Group

Track C: TOOLS, TECHNOLOGY, STRATEGY

7:15 Registration and Coffee

8:05 Chairperson’s Opening Remarks

8:15 KEYNOTE: Coaching Your Way to World Class ResultsWith the economy sputtering and organizations facing layoffs anddownsizing, Blinds.com has managed to double their size andachieve award winning results. Blinds.com is the largest seller ofblinds an window coverings on the internet in both the U.S. andCanada and the largest internet based organization in Houston,Texas. This is a must attend session if you want to learn:• How to achieve double digit performance improvement and close

rates (His team averages over 35% Close Rates, up from 12% just3 years ago)

• How to Coach everyone in your organization...everyday...with anemphasis on Skill Development

• Why it is important to focus "Competence" rather than"Compliance" with Sales and Customer Service people

• How to create a culture that inspires employees and mirrors awardwinning organizations like Blinds.com, Zappos.com andVegas.com

• How to achieve year over year performance improvement withevery one of your call center staff

Steve RiddellVP of OperationsBlinds.com

9:00 KEYNOTE: Live Customer Calls & Speech Analytics in ActionThe Summit will select 2 registrants from diverse industries. Each willsubmit 500 calls in advance to our speech analytics sponsor. In this excitingkeynote, panelists will share their challenges, dissect live customer calls andsee how speech analytics identifies those challenges to develop processimprovements. Discover why deep diving into specific calls can help youidentify customer problems and provide a road map of opportunities.

Jeff GallinoCo-founder and CEOCallMiner

9:45 Morning Networking Break

10:30 KEYNOTE: Measuring the ROI of Social Media Efforts and ItsReturn on ObjectivesBelieve it or not, a lot of companies still see social media as a fad and think it may go away.As more and more people understand socialmedia and realize the benefits, the more permanent it becomes. Find out how to prove the worth of social mediastrategists to senior management and demonstrate that you’re not just“playing on Facebook” all day.• driving sales conversions with social media• turning super negative customers into advocates• quantify how utilizing social media to connect with customers translates

into a significant rate of customer retentionDiscover why it’s important to design a social media strategy instead ofjumping into swim and dog paddling to stay afloat.

Joshua "Sipp" SippolaTalkToQwest Team Lead & Social Media StrategistQwest

Concurrent sessions begin. Choose Track A, B or C

TRACK A: 3S’s – SHORING, SOURCING & STAFFING TRACK B: TALENT MANAGEMENT

Chairperson: Barry Maners, Managing Director, The Fraser Group

TRACK C: TOOLS, TECHNOLOGY, STRATEGY

11:20 PANEL DISCUSSION: Right Shoringand Right SourcingWhere do you want to be touching yourcustomers and who do you want to touchthem? What does location mean from thefollowing standpoints: management, training,technology, and performance?• Selecting the right shore – near shore, off

shore, on shore or no shore (at home agents)• New vendor selection strategies and risk

mitigation• Relationship management and governance• Political landscape – current administration’s

anti-sourcing posture• Ramifications of proposed legislation on

taxing offshore calls . What impact willproposed legislation they have on yourbusiness costs and vendor relationships?

Frank J. CasaleFounder, CEOThe Outsourcing Institute

Tim SearcyCEOAmerican Teleservices Association

Claudia LowmanGeneral Manager, Global ConsumerCustomer SupportRealNetworks, Inc.

Jasen ShirleySenior Manager, ContactManagement SalesCross Country Home Services

Is your Center Having Fun WhileFocusing on Performance? In January 2010, Bluegreen, a leader in thevacation time sharing industry, rolled out aformalized incentive program based onperformance. Find out how they hired adedicated person responsible for managingfinancial and performance metrics, drivingresults and creating fun activities arounddriving performance.• Bolstering employee morale and

camaraderie while driving performance• Developing incentives, themes, rewards,

recognition while measuring results• Following tax incentive laws • Developing cost effective and even free

incentivesThis session will include a bingo gamedesigned to illustrate the key elements of anincentive, reward and recognition program.

Angela BlevinsVP, Club ServicesBluegreen

45 Ideas In 45 Minutes – BestPractices For Improving PerformanceYou’ll collect insights, tips and techniques at adizzying pace with this “idea-per-minute”format in which Contact Center experts willequip you with dozens of new ideas.• Uncover best practices and ideas to improve

efficiency in your contact center.• See examples of what worked and what

didn’t work• Get ready in your contact center for the

social media explosion• Learn how “upselling” is what your

customers WANT• Understand how employee performance in

the contact center isn’t all about attendanceany more

• Obtain key metric tips for tracking success

Timothy J. HolodyCOO/General ManagerSeta Corp (Palm Beach Jewelry)

Robert GoupilDirector- National Contact CenterHair Club

Main Conference Day TwoWednesday, January 26, 2011

7

Featuring live videochat with a Qwestsocial media expert

1:15 Ramp Camp – Preparing forSeasonalityOur distinguished speaker is responsible forthe performance and relationship of 7 BPOpartners in 5 countries. Each of thesepartners have 20-50 FTE during off peakperiods. This session will address challengesand opportunities, including:• Selecting and managing partners that have

the scalability from a labor, technology andorganizational support perspective.

• Maintaining sales conversion, high Englishquality and a transparent customerexperience when compared to our internalagents.

Find out how to find the right partner, exportyour culture and meet the demands of peakperiods.

Darren C. LyonsDirector of Outsourcer CustomerExperience1-800flowers.com

Talent Management - Growing HighPotential Associates and Leaders• Process for identifying high potential

Associates in CARE • Providing Associates with opportunities to

grow/develop• Peveraging talent in other areas of the

business to lead core areas in Customer CareFind out how leaders are changing CustomerCare, bringing different ideas to the table andleveraging their relationships in the broaderorganization to gain buy-in and supportCustomer Care’s strategic plans.

Fawzia DrakesDirector, Customer Care OperationsLoyaltyOne Air Miles Reward Program

Kelly SmithDirector, Customer Care SupportLoyaltyOne Air Miles Reward Program

Leveraging Technology forOperational Efficiencies - Are youusing it? WPS Health Insurance, a Wisconsin basednot-for-profit health insurance company, isdifferent forms of available technology tomake sure that they meet operationalefficiencies goals. Barb has some strategiesthat can apply to any industry. Join her Q&Asession to find out if you are usingtechnology to help out your organization or ifit just sitting there waiting to be noticed. • Aligning coaching and training • Evaluating agent responses based on

customer feedback and analytics • Going beyond meeting first contact

resolution standards • Delivering bottom line benefits by retaining

customers and attracting new businesses • Using your IVR in a proactive manner • Social media opportunity - keeping the pulse

Barb BleilerDirector, Member ServicesWPS Health Insurance

12:10 Networking Luncheon

2:05 Afternoon Networking Break

2:50 KEYNOTE: Re-Visioning World Class Customer Service with Technology Organizations are being challenged from every direction and there’s demand for the highest level of customer service now, more than ever before. Itis even more challenging to provide exceptional customer service when utilizing level or reduced resources in the Contact Center- which often resultsin an unsatisfactory customer experience. Take the opportunity to turn it around by leveraging technology to provide world-class customer service.• Guide to using Call Center Data to strategically influence online Portal enhancements and increase online usage, which in turn decreases calls • Insight on how to leverage Proactive Click to Chat to increase sales and customer satisfaction • Tips on utilizing a Virtual Agent to reduce call volume and increase self-service• Best practices to optimize utilization of Social Media to reduce call volume

John CushmanVice PresidentAT&T eSales & Service

3:40 KEYNOTE: Millenials: “KNOW ME OR NO I”First we had the Baby Boomers (’43-’64), then the Gen Xers (‘65-‘82) and now we’re facing the Millennials/Net Generation/Gen Ys (’82-’02) who arechanging the way we interface from a business perspective. It’s critical to understand the makeup and psyche of your employees and your customersfrom a generational perspective. Find out how to meet today’s needs of internal and external customers and be prepared to meet tomorrow’s needs. • Understanding the driving factors of Millennials• Matching today’s technology to the information age• Speaking to your customers and employees in their own social media languages in Facebook, Twitter, LinkedIn and MySpace

Stuart BeameDirector, Student Information Services & Information CenterCentral Piedmont Community College

4:25 Main Conference Concludes


One of the great benefits is that this conference brings together all aspects of call center managementunder one roof in a short time span. It allows you to connect the dots between each department's

responsibilities and allows us all to hear such diverse perspectives. It allows us to see gaps in a lot ofour departments by comparing all the different aspects that we need to know about.

– Mark Verna, Manager of Customer Satisfaction Loyalty, Sprint Nextel

"I had a tremendously outstanding time! The fresh ideas and wonderful sessions and people were sogood for my mind. It was a great opportunity to be around such positively charged and righteouslymotivated individuals in my own professional, that really understand and appreciate what we do!

– - Stuart Beame, Director of the Student Information Center at Central Piedmont Community College

?

TRACK A: 3S’s – SHORING, SOURCING & STAFFING TRACK B: TALENT MANAGEMENT

Chairperson: Barry Maners, Managing Director, The Fraser Group

TRACK C: TOOLS, TECHNOLOGY, STRATEGY

Post-Conference Site Tours andWorkshop Thursday, January 27, 2011

D8:15-11:15 (Registration at 7:45)

Reigning in the Multiplying Multi-Channel Contact Center

Using targeted and integrated metrics to maintain extraordinary customerservice across all channels.

As contact centers continue to evolve and add channels of communication,the approach to workload distribution, staffing, metrics and analytics ofonly the phone and email contact center become antiquated. Discover theadvanced methodologies to ensure that no channel of contact becomesneglected. An innovative, fast-paced learning model patterned after theESPN Sports Show PTI-Pardon the Interruption will enable participants totouch on many topics with timed discussions, while allowing time at theend of the session to circle back and expound on the hottest topics.

WHAT WILL YOU COVER:Mr. Flores will review the numerous factors to consider when establishing your strategy in the multi channel contact center.

These points will include: • Identifying KPIs that align with your Mission Statement• Efficient workload distribution for evolving contact channels• Determining the impact of adding contact channels• Differentiating productivity from performance across various media• Incorporating process engineering to maintain efficiencies• The ultimate metric

WHAT WILL YOU LEARN:Mr. Flores will facilitate this high energy session to engage participants inidentifying opportunities for maintaining control in the ever-evolvingcontact center world.

Darryl FloresWorkforce Manager and ConsultantSWBC

8:15-11:15 (Registration at 7:45)

E

11:30-3:15 (Registration at 11:15) Lunch will be provided

SITE TOUR: Loews Hotels at Universal Orlando

CENTRALIZING LABOR TO CREATE ECONOMIES OF SCALEThis site tour will include a walk around tour of the facility, a presentationand a question and answer period. Find out how the center is centralizingoffsite room service order–taking and realizing economies of scale.• Creating economies of scale from a labor perspective – realizing savings in

costs of hiring and physical staffing• Employing virtual machines rather than actual physical terminals for the

required three active POS sessions • Reducing training expenses by only needing to train once on the actual

system expenses

Discover how the center is realizing a more consistent provisioning of guestservice and adherence to brand standards and internal SLAs.

Robert WainwrightSenior Communications ManagerLoews Hotels at Universal Orlando

**Only 45 seats available for the Loews Hotels Site Tour.Please make sure to specify if you will be attending atregistration to confirm participation.**

9

It was certainly an exciting learning process for me personally and professionally– Lisa Jones, Supervisor, Group Retirement Services Call Center, Sun Life Financial

F SITE TOUR: World Travel Holdings, Inc.

Co-founded by Brad and Jeff Tolkin in 2005, World Travel Holdings (WTH)is a multi-brand travel distributor with executive offices in Port Washington,New York and corporate offices in Wilmington, Massachusetts. Branchoffices are located in Florida and Virginia.

World Travel Holdings' owned brands include CruisesOnly, Cruises.com,Rooms.com, Vacation Outlet, CruiseOne, Cruises Inc., and Villas ofDistinction. WTH's portfolio of licensed partner brands includes BJ's Travel,Orbitz Cruises, Priceline.com Cruises, American Airlines Cruises,continental.com cruises, and many others.

As one of the nation's largest online and offline leisure travel companies,WTH interacts with hundreds of thousands of customers each year. Wedeliver a remarkable vacation experience for every kind of traveler, offeringeverything from luxurious villa and resort getaways to top-brand cruisesvisiting the world's most popular destinations. Customers can book 24/7on our user-friendly websites and by calling our highly trained experts. As

an industry leader, we're able to secure the best possible rates for ourcustomers. And we're so confident that our rates can't be beat, we offer abest price guarantee for extra peace of mind.

The site tour of the Altamonte Springs, FL call center will focus on:• Management of multiple agent roles selling and servicing multiple brands

within one center• Ramping up staffing from an annual low point in late summer to an

annual maximum during the first quarter of the year• Our ‘Customer Connection’ sales methodology

Karen ReynoldsCustomer Care DirectoWorld Travel Holdings

Jamie UngerGroup Sales ManagerWorld Travel Holdings

OR

Sponsors:

About Our SponsorsCallMiner is the leader in advanced speech analytics providing businessintelligence to enterprise organizations from recorded customerconversations. Eureka, the company's flagship product, is the only speech

analytics solution that automatically and accurately discovers the content, context and purposeof an entire conversation and of every call, enabling companies to understand why customerscall and how agents respond. With this knowledge, CallMiner customers are able to significantlyimprove customer service, enhance agent quality, increase sales and impact marketingeffectiveness. Website: www.callminer.com

Contact Centers of America is a new concept in contact center servicesdesigned by industry pioneer, Joe Jacoboni, and staffed by industry veteranswho understand balancing customer satisfaction in shifting economic times.CCA delivers its proprietary solution, Extreme C-Sat 2.0, through a consultative

operations approach, hosted, on-demand technologies and a strategic workforce model, which uses"natural human resources" available in the United States - students, special needs individuals,retirees, stay-at-home parents and veterans, to bring jobs back to America. For more information visitwww.contactcentersofamerica.com, call 1 877 999-6222 or email [email protected].

UTOPY pioneered the Speech Analytics industry and continues to lead themarket with innovative Voice of the Customer and Contact CenterPerformance Optimization solutions which transform free-flowing humanconversations into actionable insights. UTOPY offers the only contact center

business applications completely powered by Speech Analytics, and guarantees the fastest ROIin the industry. Website: www.utopy.com

CFI Group conducts its measurement consulting practice worldwide,through offices on four continents. Launched in 1988 by University ofMichigan professor Claes Fornell, CFI Group is headquartered in Ann Arbor,

Michigan. It uses rigorous measurement science to diagnose its clients' customer relationships,resulting in exacting advice on actions that strengthen these relationships and improve clients'overall financial performance. The CFI Group methodology is used as the basis for calculatingthe American Customer Satisfaction Index (ACSI). CFI Group clients include Best Buy, BritishTelecom, U.S. Federal Government, UPS, Yahoo! and other leading companies around theworld. Website: www.cfigroup.com

The Results Companies (Results) is a leading-edge outsourcer providinginbound and outbound customer contact and BPO solutions for many Fortune500 companies. Servicing premium brands in the US, we partner with some ofthe world’s most customer-centric companies to help them acquire, support,

retain, and grow their markets. Established in 1990, we offer our clients full-cycle customermanagement solutions; included but not limited to customer care, sales, retention, technicalsupport, and back-office across diverse industries from Financial Services, Retail andTelecommunications to Energy, Healthcare, and Direct Response. Results has been built onproven methodologies, unparalleled service and the best technology in the industry. Our focuson quality and performance has enabled our clients to earn numerous industry awards,including two JD Power and Associates awards for customer service excellence. Website:www.theresultscompanies.com

The Fraser Group, LLC is a management-consulting firm withextensive experience in helping operations and managementimprove performance based on voice of the customer research.

For over a decade, The Fraser Group has focused on research designs that provide actionableinformation to management in the areas of customer loyalty and satisfaction, customerrelationship management (CRM) and employee satisfaction measurement and improvement.Clients of The Fraser Group include a winner and two site visit recipients of the MalcolmBaldrige National Quality Award. Website: www.TheFraserGroup.org

Pegasystems, the leader in Business Process Management, provides software todrive revenue growth, productivity and agility for the world's most sophisticatedorganizations. Customers use our award-winning SmartBPM® suite to improve

customer service, reach new markets and boost operational effectiveness. Our patentedSmartBPM technology makes enterprise applications easy to build and change by directlycapturing business objectives and eliminating manual programming. SmartBPM unifies businessrules and processes into composite applications that leverage existing systems – empoweringbusiness people and IT staff to Build for Change®, deliver value quickly and outperform theircompetitors. Website: www.pega.com

Konexo Contact + Solution Center is a leading Contact Center specializing incustomer care solutions where we have help our clients to improve customersatisfaction, build customer loyalty and lower operating cost. A business unit of

Grupo Posadas, Latin America's largest hotel operator. Konexo is centrally located in Morelia,Michoacan with over 1,600 workstations staffed 24/7 by bilingual agents who serve as anextension of your company, we provide essential customer service solutions such as: Customerservices support, Customer retention, Complaint handling, Welcome calls, Loyalty programs,sales and promotions campaigns. Our clients are companies focused on service and customersatisfaction from a wide range of industries including Airlines, Hotels, financial services, travel,entertainment, and more. Website: www.konexo.com

Building on more than 35 years of innovation, Texas Digital is proud to be aleading provider of integrated communication solutions that deliver exceptionalvalue for the call center, cinema, distribution center, financial institution, help

desk, network data center and quick-serve restaurant markets. Texas Digital's QuickCOM is aleading enterprise solution that provides real-time communication of business vitals to contactcenters, help desks, command centers and more. Backed by a unique Best Value Guarantee, thiscomplete solution collects, manages and communicates up-to-the-second information toempower fact-based decisions that will improve performance, customer satisfaction andprofitability. Website: www.txdigital.com

Stream Global Services is a premium business process outsource (BPO) serviceprovider specializing in customer relationship management including sales,customer care and technical support for Fortune 1000 companies. Stream is a

trusted partner to some of the world's leading technology, computing, telecommunications,retail, entertainment/media, and financial services companies. Our service programs aredelivered through a set of standardized best practices and sophisticated technologies by a highlyskilled workforce of approximately 30,000 employees based out of 50 solution centers in 22countries supporting more than 35 languages. Website: www.stream.com

Firstsource offers a complete client life cycle outsourcing solutioncomprised of five vertical components: (1) Research and Analytics; (2)Customer Acquisition; (3) Customer Services; (4) Fulfillment and (5) Billingand Collections. We have assisted industry leaders in lowering their

operating costs and more effectively managing their cash flows through our customizableoutsourcing solutions. Website: www.firstsource.com

The Taylor Reach Group, Inc. a call and contact centerconsultancy, takes a ‘hands-on’ holistic approach to improvingcustomer interaction and call/contact center strategies, by examining

every aspect of the call/contact center interaction process. 150+ years of award winning contactcenter industry experience. We understand the ‘thousands of moving parts’ that make up acontact center and appreciate that the contact center is the single most influential element indelivering an effective customer experience. We deliver proven results, guaranteed ROI, drivingoperational innovation. 14,000+ agent desktops globally employ TRG designed operationalmodels. Website: www.thetaylorreachgroup.com

UNICOR, also known as Federal Prison Industries, was established by executiveorder 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 tofederal agencies for over 70 years. More recently, UNICOR has been authorized to partner withprivate sector firms currently sending work offshore or in lieu of sending work offshore.Website: www.unicor.gov

MicroAutomation is a leading systems integrator offering callcenter technology solutions. Since 1991 MicroAutomation hasdesigned, developed and implemented solutions worldwide in a

variety of industries. Each solution fulfills our mission to enhance the customer experiencethrough automation. Core services include:• Self-Service IVR (outbound and inbound) to obtain information quickly and efficiently,

authenticate callers and reduce agent interaction time • Call Control and CTI options for improving the management of inbound and outbound calls,

Universal GUI and increasing agent efficiency • Analytics and Reporting to monitor and maximize the performance in all areas of your call

centerWebsite: www.microautomation.com

VPI is the premier provider of interaction recording and analytics, qualitymanagement and workforce optimization solutions for contact centers,enterprises and government agencies. Through its award-winning VPI

EMPOWER suite of solutions, VPI empowers organizations to proactively improve the customerexperience, increase workforce performance, ensure compliance, minimize risk and align tacticaland strategic objectives across the enterprise. For more than a decade, VPI has been providingproven technology and superior service to more than 1,300 customers in 50 countriesworldwide. Website: www.vpi-corp.com

CallCopy, a leading provider of innovative call recording and contactcenter solutions, is dedicated to ensuring the highest standards ofcustomer and employee satisfaction. The award-winning, enterprise-

proven cc: Discover suite delivers advanced call recording, screen capture, quality management,speech analytics, performance management, customer survey and workforce managementcapabilities to organizations of all sizes and industries across the globe. CallCopy empowersthese organizations to gather business intelligence, which is leveraged to maximize operationalperformance, reduce liability, achieve regulatory compliance and increase customer satisfaction.Website: www.callcopy.com

TMG International Inc is a marketing and sales consultancy dedicated to helpingyou…Unleash Your Customer Potential! TMG offers specialized services focused onBusiness and Marketing Strategy, Channel Management, Contact CentreDevelopment, and Digital Strategy. TMG has developed a unique Contact Centre

Model that assists organizations in developing and supporting the execution of actionablestrategies to grow revenue, reduce costs, and improve customer satisfaction for its clients. Our teamof passionate professionals understand what it takes to deliver immediate results; providing clientswith focused insights that relate to their customers’ needs. We support this insight with customizedaction plans and guidance to ensure our clients maximize their business results. For the past tenyears we have dedicated ourselves to helping a number of international organizations improve theperformance of their Call Centres. We have developed successful Call Centre strategies for suchinternational organizations as Cable and Wireless Optus, Chello and United Pan Communications,as well as, for North American organizations such as Quebecor, Aeroplan, RBC Insurance, Legal Aidof Ontario and We Care, to name a few. Website: www.tmginternationalinc.com

Interior Concepts specializes in designing and manufacturinggreen call center furniture that provides cost-effective utilizationof 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 ofInterior Concepts is to improve the performance and profitability of our customer. Additionally,we offer a Lifetime Warranty, complimentary space planning & project management, and thebest wire/cable management system in the industry. Website: www.interiorconcepts.com

American Customer Care (ACC) is a premier provider of high quality,outsourced contact center services. ACC has been successfully designingprograms to meet client needs since 1986, offering a full range of servicesincluding Customer Service, Sales, Retention/Winback, Order Entry, Market

Research, and Tier 1 and 2 Help Desk to name a few. With 2,000+ universal workstationsacross our 10 domestic-based centers, we have the resources, experience and staffing flexibilityto meet our clients’ ever changing needs while keeping a watchful eye on quality, service, andcost containment. To learn more, contact Sam DiLiberto at 973-632-7514. Website:www.americancustomercare.com

WFM made affordable by XLScheduler! XLScheduler is a WorkforceManagement system designed for contact centers to help improve

profitability and service levels. The XLScheduler WFM is typically priced 50% below marketleaders and we target customer in the range of 20 to 700 employees. The price level and theease in installation has made it possible also for smaller customers to get the benefits of WFMsoftware. Website: www.xlscheduler.com


Important! To speed registration, provide the customer registration codelocated on the back page—even if it is not addressed to you!

Please note multiple discounts cannot be combined.

A $99 processing charge will be assessed to all registrations not accompanied bycredit card payment at the time of registration.

MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC* 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 ChasePenton Learning Systems LLC dba IQPC: 957-097239ABA/Routing #:021000021Reference: Please include the name of the attendee(s) and the event number:10622.005

Payment Policy: Payment is due in full at the time of registration and includeslunches and refreshments. Your registration will not be confirmed until payment isreceived and may be subject to cancellation.

Please go online to: www.iqpc.com/cancellation to view our cancellationpolicy

Scholarships Available: IQPC sets aside a limited number of discounts that maybe applied to its conferences for delegates from the non-profit sector, governmentand military organizations and academia. For more information about scholarshipsto this event, please call Customer Service at 1-800-882-8684.

Special Dietary Needs: If you have a dietary restriction, please contact CustomerService at 1-800-882-8684 to discuss your specific needs.

©2010 IQPC. All Rights Reserved. The format, design, content and arrangement ofthis brochure constitute a trademark of IQPC. Unauthorized reproduction will beactionable under the Lanham Act and common law principles.

Venue info:

Sponsorship And Exhibition Opportunities

Media Partners

IQPC has a reduced rate room block for participants of TheSummit at the Doubletree Resort Orlando on InternationalDrive of $99 per night (+ applicable taxes). All reservations arebased on availability and are accepted 3 days pre and postconference. For room reservations, please contact the hoteldirectly at 1-407-352-1100 by January 5, 2011. Be sure tomention that you are part of the “Call Center Summit-CCS”group to ensure the special rate.

About the Doubletree Resort Orlando on InternationalDrive:The newly revitalized Doubletree Resort Orlando - InternationalDrive hotel enjoys a prime Orlando hotel location in the heartof Central Florida's amusement and entertainment district. Ourfull service Orlando resort hotel, situated on 28 lush acres ofnative palm trees and tropical fountains, is minutes away fromall popular Orlando attractions and only 10 minutes from theOrlando International Airport (MCO).

Sponsorships and exhibits are excellent opportunities for yourcompany to showcase its products and services to high-level,targeted decision-makers attending The Summit. The Summithelps companies like yours achieve important sales, marketing andbranding objectives by setting aside a limited number of eventsponsorships and exhibit spaces – all of which are tailored to assistyour organization in creating a platform to maximize its exposure atthe event.

For more information on sponsoring or exhibiting at the TheSummit, please contact Mario Matulich at 212-885-2719 [email protected].

Doubletree Resort Orlando on International Drive10100 International DriveOrlando, FL 32821Phone: 1-407-352-1100 Website: www.doubletree.hilton.com

Limited seating is available on the site tours. You must specify site tour participation attime of registration to be considered confirmed.

3 Attendees 30% off current pricing

4-5 Attendees 40% off current pricing

6 or More Attendees 50% off current pricing

Pricing

11

Team Discounts Available!

Register By Register by Register by Standard Nov. 12, 2010 Dec. 10, 2010 Jan. 7, 2011 Pricing

MainConference $1,199 $1,399 $1,799 $1,999 only (save $800) (save $600) (save $200)

MainConference + 1 $1,548 $1,748 $1,948 $2,348Workshop/ (save $1,000) (save $800) (save $600) (save $200)Site Tour

MainConference + 2 $1,897 $2,097 $2,297 $2,497 Workshops/ (save $1,200) (save $1,000) (save $800) (save $600)Site Tour

MainConference + 3 $2,146 $2,446 $2,646 $2,846Workshops/ (save $1,500) (save $1,200) (save $1,000) (save $800)Site Tour

MainConference + 4 $2,395 $2,695 $2,995 $3,195Workshops/ (save $1,800) (save $1,500) (save $1,200) (save $1,000)Site Tour

MainConference + 5 $2,744 $2,944 $3,244 $3,544Workshops/ (save $2,000) (save $1,800) (save $1,500) (save $1,200)Site Tour

Workshop/Site Tour $549 each $549 each $549 each $549 each

Call Center Week

Documents

Transcript of Call Center Week