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Day One: Masterclasses

• Masterclass A: Get More from Your Contact Center - Innovative Ways to Move It
• Masterclass B: The Next Frontier: Service To Sales

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Sunday, June 22, 2008

1:00 - 6:00 Choose A or B

Masterclass A: Get More from Your Contact Center - Innovative Ways to Move It

From a Necessary Evil to a Strategic Resource We've all been there - struggling to find a way to get more out of our contact center agents, looking for new ways to get calls out of queues, begging other departments to pitch in during peak times and finding new ways to point the finger at other internal departments. Bottom line is that many of us have a difficult time doing business with ourselves and it's no wonder that customers are increasingly finding their experiences frustrating. Good news is that it doesn't have to be that way, but the bad news is that you'll have to move everyone in your organization to get there.

What You Will Learn

During this session, we'll review some of the self-inflicted pain and discuss new ways to get everyone engaged. Tim Montgomery, a highly regarded industry consultant, widely published author and popular speaker will share highlights from his experience working with some of the world's most recognized service organizations.

How You Will Benefit

This interactive workshop will cover the following specific topics:

• How the "Transparency" of service is elevating the value of call centers
• Evolution of the Empowered Customer and what the future holds
• Transition to a "customer centric" workload balancing strategy
• Rethinking metrics from the customer's perspective
• Innovative ways to elevate the internal perception of the call center
• Every contact provides opportunity - getting business intelligence from customers and agents

David A. Travers Senior Vice President Service Operations Farmers Insurance Company

Tim Montgomery Principal The Service Level Group LLC

Masterclass B: The Next Frontier: Service To Sales

For many customer service organizations, selling is truly the final frontier. Senior leadership expects your team to step up and deliver increased revenue and greater customer lifetime value. But how can you meet the challenges ahead when your managers and representatives alike consider "sell" to be a four-letter word?

The good news: you may be sitting on a gold mine and not even know it.

Remember: If you're already providing great customer service, you're on your way to great sales! But becoming a successful sales and service organization means transforming your call center's culture and mindset - and refocusing your energy and resources.

What You Will Learn

In this workshop, you will learn how to transform your customer service team into a high-performing sales organization that capitalizes on every opportunity to generate revenue, build loyalty, and increase customer lifetime value.

How You Will Benefit

Discover how to:

• Apply 8 tips for changing culture and mindset in your call center
• Transform your call center from service to sales
• Gain buy-in and commitment from your entire service team
• Develop your service managers into dynamic sales leaders
• Refocus your representatives and build their confidence and sales fluency
• Maximize the return on your training investment
• Supercharge your sales results with contests and campaigns

Program Highlights:

• How to create your own extremesales makeover
• Why practice doesn't make perfect - and what to do about it
• How to get your managers Off The Bench And Into The Game
• Jump-starting your sales with the honeymoon period
• Coaching during practice and coaching during the game
• Building on success for continuous improvements

Kerry Weiner Elkind
Co-author of Service To Sales: Changing Culture and Mindset in Your Call Center
The Elkind Group (TEG)

• Register Now