The 9th Annual Call Center Week

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The 9th Annual Call Center Week

June 22 - 26, 2008, Flamingo Hotel, Las Vegas, NV

Day Three: Conference

Tuesday, June 24, 2008

7:15 Registration And Networking Breakfast

7:55 Chairperson's Opening Remarks

Gene Schriver
Executive Vice President
Language Services Associates

8:10 Featured Presentation: The FISH! Philosophy: Catch The Energy, Release The Potential

During this interactive keynote, participants will be introduced to the four practices of The FISH! Philosophy - Be There, Play, Make Their Day, Choose Your Attitude - which are simple, practical tools for bringing more energy, fun, respect, support and trust to work. This session reminds us that we have the power to live more fulfilling lives through the way we treat each other. Watching the world-famous film and through storytelling, you will see how the four practices are relevant to such critical issues as customer service, teamwork, employee retention and trust. The world renowned film, FISH! has won numerous awards along with our best-selling book series. The FISH! Philosophy has inspired companies all over the world, including: Apple Computers, Sprint, American Express, John Deere and countless others.

Open your mind to new perspectives and create compelling take-aways for building a workplace rich in energy, passion, and positive attitude.
Renew your sense of purpose and bring joy back to your work life.
Realize the enjoyment that can be drawn from seeing service as an opportunity rather than an obligation.

deenaebbert Deena Ebbert
FISH! Philosopher
ChartHouse Learning Inc
The Wall Street Journal Business Bestseller; Best Selling Business Video EVER!

9:00 Award Winning Keynote: Creating A Culture That Inspires Excellence

Strong support from the leadership team is the key to New York Life's Value Proposition, which is a 4 part strategy: leadership, technology, customer feedback and culture. NYL's unyielding investment in a first class employee recognition program has created tremendous goodwill and employee loyalty. This presentation focused on culture and leadership, will incorporate a first hand look at agent experience through video.

empowering the front line CSR staff to create superior customer experiences during each interaction
investing significantly in training, coaching and staff development to realize strong customer satisfaction results.

Find out how Darrell N. Robertson, runner up Call Center Leader of the Year, has been an innovator in agent retention and motivation.

Darrell Robertson Darrell N. Robertson
Vice President, Member Services
New York Life Winner of IQPC's '07 Excellence Award for Best Call Center Under 500 staff
Runner Up: Call Center Leader of the Year. Center of Excellence Winner 4 years in a row

9:45 Morning Networking Break And Vendor Showcase

Visit the exhibition hall to meet best in class solution providers and pick up your mid morning refreshments

10:30 Maintaining Control In A Virtual Contact Center Environment

Today's flatter organizations are "virtualizing" contact center operations, moving beyond traditional boundaries of organization and location in order to serve customers more quickly and cost effectively. However, the challenges of managing a virtual contact center environment are many. How do you connect the right customer to the right agent - no matter where the agent is located? How do you measure service level adherence across distributed agents and organizations? More importantly, how can you optimize resources and technology for enhanced customer service? During this presentation, Allegiant Air will describe the business benefits and cost savings they are realizing with an on-demand virtual contact center. Specifically, this presentation will highlight:

The visibility and control Allegiant Air has over their distributed contact center environment
The flexibility they have to locate agents anywhere, including remote and home based agents
How they have been able to virtualize their contact center with zero technology footprint
The extraordinary TCO savings they are realizing with an on-demand contact center

Prem Uppaluru
CEO
Transera Communications

Bob Reilly Bob Reilley
Senior Vice President, Chief Marketing Officer
Aon Integramark

11:15 Peer-To-Peer Challenge Focused Roundtables

These popular peer to peer roundtable sessions are designed to provide an open forum to discuss your challenges and potential solutions and are an excellent way to develop networking contacts. Roundtables are led by experienced practitioners from diverse companies. DON'T FORGET TO BRING YOUR BUSINESS CARDS!

Agent Performance Metrics

Building engagement and aligning individuals around key performance metrics
Balancing productivity with quality and customer service

Lori Duggan
North American Shared Services Director and Director of Employee Services
McDonalds Corporation

Linking Training To Organizational Strategy

Find out how training can become a strategic partner
Discover the critical relationships and interactions needed to build training that works

Susan Minaya Susan M. Minaya, M.Ed.
Dean - Contact Center College
AAA University

Performance Measurements

Implementing the right metrics
Generating the right behavior

Ramona Hood
Senior Division Manager
FedEx Custom Critical

Syed Hasan
CEO
ResponseTek Networks

Balanced Scorecards

Measuring agent performance
Measuring employee satisfaction

Svein Oseth
Manager of Internal Services
Norwegian Automobile Federation

Service To Sales

Leveraging your service center as a revenue generator
Modifying agent compensation structure to reward success and minimize turnover

Joe Bruno
Cross Sell Manager
BMW Financial Services

Workforce Management

Technology solutions to better manage call center staffing
Skills versus non skills based routing

First Call Resolution

Defining what it actually means
Identifying and overcoming common implementation barriers

Coaching And Leadership

Creating high performance teams
Revving up your leadership

Julie Marks Miller
Vice President, ADP Training and Leadership Development
ADP

Word Of Mouth: Driving Revenue And Loyalty

Driving organic customer growth and realizing ROI of customer experience management
Transforming customers into advocates

Breaking The Traditional Paradigm Shift Of Customer Service

Delivering more than customers expect
Becoming a revenue generating machine

Rudy Vidal
Chief Customer Officer
UCN
Formerly Director of Extreme Customer Satisfaction
Panasonic

Roundtables will be organized by INDUSTRY to allow attendees to network and compare best practice with peers that are faced with the same industry focused challenges

12:15 Networking Luncheon For Delegates, Speakers And Sponsors

Private Luncheon Sponsored By:

sap

Track A: Metrics & Performance Improvement	Track B: Talent Management	Track C: Generating Revenue and Linking VOC to the Bottom Line	Track D: Interactive Tools & Technologies	Track E: Blue Sky Innovation Room (ADVANCED TRACK)
1:15 - 2:00 Transformation Of The Customer Service Experience For four years, Hyundai Motor America has embarked on an extensive program to transform the customer experience in the call center and at dealerships. Discover how the company changed the way they approach customers when they have problems (and when they don't) Getting the organization focused on customer satisfaction as opposed to warranty cost control Partnering with legal department to evaluate claims for warranty issues - resulting in a decrease of over 50% in litigation expense and a marked improvement in customer satisfaction ratings Working with vendors to reduce accident investigation time in half Figuring out why customers are not happy with taking cars to dealership and making it a more pleasurable experience Find out how to resolve complaints quickly, improve customer satisfaction with brands and reduce costs. John Kristianson National Manager of CSI and Service Development Hyundai Motor America USA	1:15 - 2:00 Incorporating A Nano Learning Model Into The Call Center Environment Find out how Coca-Cola Enterprises incorporates a nanolearning model when developing on-line courses, games, and simulations in their call centers. This model infuses elements of audio, video, and green screen effects to elevate the learning experience for employees. The nano-learning model fits very well into the call center environment because of its quick delivery and high knowledge retention capability while being service level friendly. The nanolearning model also encompasses many adult learning theories and principals to ensure it's still effective despite being much shorter and less intimidating to the student. Dynamic gaming impact Supervisors coaching simulations Employee mock job interviews (for the internal posting process) Find out how e-learning can provide leading edge training without taking reps off the phone! Richard Vars E-Learning Manager Coca-Cola Enterprises Inc Operating for 5 years; 3 locations; 850 employees; inbound, outbound, sales and service.	1:15 - 2:00 Generating Revenue And Linking VOC To The Bottom Line The USPS not only delivers billions of pieces of mail, it handles tens of millions of phone calls. Delores Killette, VP and Consumer Advocate, manages measures of service performance and customer satisfaction, the call center and online web assistance, as well as complaint management and problem resolution processes. She will describe how the Voice of the Customer process has helped the USPS dramatically enhance service and cost effectiveness while implementing sophisticated Web self service for both consumers and business. Delores Killette VP and Consumer Advocate United States Postal Service	Chairperson: Robert Ward Principal Product Architect - eCare Motorola Inc. 1:15 - 2:00 How Technology Can Motivate Agent Behaviour This presentation will address how technology can impact agent behaviour and serve as a motivational tool. Find out how to get executive buy in and build a strong relationship between upper leadership and agents to build the right team. Leadership tools to deal with change management around the implementation of new technology Engaging your employees for process and technology improvement Creating a reward and recognition program for innovative ideas If you want your call center to work a certain way, then you need to believe in it and make it happen. Theresa Hull-Clarke Associate Director, Call Center Technology and Customer Experience Bell Canada Introducing Ms. Hull-Clarke: Syed Hasan CEO ResponseTek Networks Inbound and outbound customer service and sales centers, employ 5000+ agents and 4 lines of business in 25 locations	Pre-Qualification Required: 1:15 - 2:00 ROUNDTABLE DOUBLE SESSION: The Future Of Call Centers What technologies are on the horizon? What can we do now to get prepared for changes and facilitate our continued success? As consumers expect more, how do you keep up? How do you see social networking, bringing in chat and other web 2.0 tools impacting the customer experience What are the anticipated new challenges with respect to talent management Fran Horner Senior Director Evanston Northwestern Healthcare Jeffrey Gallino Chief Technology Officer, Chairman and Co-Founder CallMiner 2:05 - 2:50 Roundtable Double Session Continues
2:05 - 2:50 Providing A Consistent Quality Experience The Martin Group's support calls are usually complex requiring significant time and specialized expertise to resolve (minimum one year training). This presentation will address how to improve quality in your call center where the required levels of technical expertise are high Determining action plans and implementing change in your center Delivering consistent quality across multiple communication channels Standardizing service Find out how to involve and motivate your staff when going through a period of change and standardization. Beth Campbell Business Services Operations Manager Martin Group Business to Business Support Calls 30+ years in operation, customer service and sales, inbound and outbound, b to b	2:05 - 2:50 Add Value For Your Customer And Maximize Your Human Capital Investment This presentation provides a holistic approach to developing customer service professionals with a focus on performance support (on-the-job & just-in-time) tools. Learn how the Church Pension Group, a financial institution administering employee benefits for the Episcopal Church, integrates performance support tools and knowledge management systems to improve service delivery consistency and continuity. Deploying these tools improved Open Enrollment service statistics. 2007 21% CSL with 15% abandoned rate 2008 62% CSL with 2% abandoned rate. These tools also provide consistency across the team and scalability increased queue agents by 50%. Ed Miceli AVP Customer Engagement Church Pension Group B to B and B to C Financial Services Customer Engagement Center	2:05 - 2:50 Moving From Service To Sales: Compensation Structures BMW Financial is an outbound call center that is making the transition from service to service and sales. The agents are now cross-selling bank credit cards, insurance, einvoice product and a complimentary "owner's circle" program. This presentation will address how BMW Financial modified their agent compensation program to reward success, motivate agents and reduce churn. Determining whether you should go beyond salary and prize programs Offering a base pay and variable compensation Linking compensation to call quality and monitoring results Understanding how coaching and leadership is a key ingredient for success. Review actual Case Study of going from hourly to variable pay Find out how to enhance your customer experience by incorporating a carefully crafted sales strategy that may provide your business with an additional revenue channel. Joe Bruno Cross Sell Manager BMW Financial Services 100 inbound call center agents and 11 outbound call center agents in one call center location	2:05 - 2:50 Managing A Consistent Customer Experience: Utilizing The Call Center Are you easy to do business with? Does your call center have what it takes to deliver a great experience every time? 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. This presentation will focus on eight steps you can take today to drive cost-effective progress toward a fully optimized customer experience. Find out about the 5 global trends that are making customer experience increasingly important Explore strategies and technologies that deliver immediate results and support long-term growth Peter Neels VP of Customer Service Shaklee Andrew Hull Director Product Marketing RightNow Technologies Inc.
2:50 Mid-Afternoon Networking Break And Vendor Showcase Visit the exhibition hall to meet best in class solution providers and pick up your mid afternoon refreshments
3:30 - 4:15 Call Monitoring Helps Online University Put More Students in “Seats” SUMMARY: Kaplan University, an online college in Ft. Lauderdale, FL, needed to find a way to increase enrollment. School officials knew, anecdotally, that the longer the call between a university advisor and a prospective student, the greater the chance the student would sign up. But how could the call be lengthened in a meaningful way? Enlisting the help of a third-party call monitoring company, Kaplan was able to identify specific areas of the telephone interaction that needed to be strengthened in order to form a stronger connection with the prospective student. The result: longer calls, higher conversion rates and, ultimately, higher enrollment. Vinnie Torralbes Director, Contact Center Solutions Kaplan University Mike Mattsen COO HyperQuality	3:30 - 4:15 Building A Customer Focused Culture Two philosophies are paramount to the company's culture and drive its decision-making processes: "Love the Customer" and "Our Team Wins." This presentation will give you an inside look at how TheLadders.com is creating a customer-focused culture to best serve its B-to-C (job seekers) and B-to-B (corporations / recruiters) clients. Implementing customer in action training Weaving in Japanese customer service approaches Building the culture of the customer into the DNA of each employee Executing weekly voice of the customer emails and monthly forums for customer satisfaction scoring Incorporating customer feedback into process design Diana Kyser VP, Customer TheLadders.com Operating for 4 years, B-to-C and B-to-B Company, 50+ call center agents in one location, all agents college educated	3:30 - 4:15 Initiating Proactive Customer Service: Outbound Contact Strategy In this session, hear how CIT Group, a leading commercial and consumer finance company, has initiated an outbound contact strategy in order to get more proactive about customer service. By reaching out to customers with payment reminders and other important notifications before they come calling, CIT is reducing operational costs, improving collections and freeing up agent resources. How to leverage outbound contact options to become more proactive Processes and technologies that can most effectively support an outbound strategy How to take advantage of self service techniques to enable interactive outbound contacts Steve Sullivan Vice President, Call Center Technologies CIT Group Inc 20+ years in operation, 8 locations, inbound and outbound, b to b and b to c	3:30 - 4:15 Panel Session: Using Real-Time Information To Improve Service Levels The importance of creating a focal point for key business metrics. Options available for getting the right information to the right people at the right time. Using real-time communication to achieve contact center objectives and increase productivity. Moderator: Matt Wheat National Sales Manager Texas Digital Panelists: Richard Sananikone Support Center Supervisor, IT Service Desk Mohawk Industries Inc.	Pre-Qualification Required: 3:30 - 5:05 ROUNDTABLE DOUBLE SESSION: Talent Managers - Providing Leadership And Motivation A big challenge facing all managers is the mindset deficiency. There needs to be a permeating belief that human capital issues are a differentiator in call centers. Leadership and motivational programs lead to the ABA's attrition of only one rep out of 50 in the last year and a half. Points to be discussed Giving employees a voice in how they're recognized Providing shift flexibility Rewarding reps with innovative, non-monetary recognition programs Challenges brought up by the group David Belew Director of Service Center American Bar Association Non-profit customer contact center with 50 reps handling 300,000 calls per year and 500,000 e-mails 4:20 - 5.05 Roundtable Double Session Continues
4:20 - 5.05 Innovation For Call Center Excellence Microsoft is one of the top 10 Fortune Blue Ribbon companies, appearing on the most Fortune ranking lists for excellence. Our distinguished speaker will share insights for driving innovation in your customer service experience. What role can your call center play in the overall innovation of your company How do you move from process center to innovation Data powered approach to customer engagement and innovation Positioning innovation as a growth driver Todd Parsons General Manager of Customer Service Microsoft Customer Service & Support (CSS) is a global organization that helps customers and partners maximize the use of their technology investments, serving millions of customers in over forty languages and 60 locations	4:20 - 5.05 Out Of The Box Staffing Strategies Is recruiting call center staff a challenge for you? In this joint presentation, you will discover unique alternatives to staffing call centers. Case study: ABVI Goodwill Advances in call center technology have opened up doors for the blind. Find out how to work with state agencies to open up doors for the disabled Case study: Unicor Since 2003, inmates within the US federal prison system have been working as call center agents for private companies who would otherwise send the work off shore. Hear success stories and learn how to tap this outsourcing alternative Find out how out of the box thinking can help reduce turnover, while offering quality, reliability and consistency! Carol Borsa Director of Business Services ABVI Goodwill Mark Miller Call Center Program Manager Unicor	4:20 - 5.05 Listening To The VOC For Process Improvement This presentation will focus on how the company is listening to VOC for process improvement and enhanced revenue. Leveraging CRM system to improve VOC tracking Upgrading customer facing technology to work faster and add versatility Benchmarking with other companies for best practices in providing web based services to customers Quantifying and reporting customer feedback to upper management Find out why small call centers should follow the initiatives of larger call centers to improve the experience of the customers, agents and management. Laura Brittain Inside Sales Manager Call Center Networking Group (CCNG) Tesa Tape Leadership Team Call Center Networking Group (CCNG) They employ only 10 agents in the call center 5 are customer service and 5 are sales. They are part of a large international company with a $45 million industrial budget	4:20 - 5.05 Advanced Technology Applications. IVR Innovation: Leveraging Real-Time Data In Self Service Systems In this session, hear how United Illuminating, a utility provider serving 300,000+ customers, is delivering real time self service to customers through its speech-enabled IVR system, which links to critical back end systems such as the company's ERP suite. In this session, attendees will learn: How to more effectively leverage realtime data via self service applications The technical considerations involved in integrating contact center applications with the enterprise systems that house critical customer data How to take advantage of innovations like speech technology to provide customers with up-to-the minute information on account balances, payment history, service updates and more Lisa Diggs Senior Business Systems Analyst United Illuminating Operating for 40+ years, customer service (inbound) and collections (inbound and outbound); commercial and residential customers

Track A: Metrics & Performance Improvement

Track B: Talent Management

Track C: Generating Revenue and Linking VOC to the Bottom Line

Track D: Interactive Tools & Technologies

Track E: Blue Sky Innovation Room (ADVANCED TRACK)

1:15 - 2:00 Transformation Of The Customer Service Experience

For four years, Hyundai Motor America has embarked on an extensive program to transform the customer experience in the call center and at dealerships. Discover how the company changed the way they approach customers when they have problems (and when they don't)

Getting the organization focused on customer satisfaction as opposed to warranty cost control
Partnering with legal department to evaluate claims for warranty issues - resulting in a decrease of over 50% in litigation expense and a marked improvement in customer satisfaction ratings
Working with vendors to reduce accident investigation time in half
Figuring out why customers are not happy with taking cars to dealership and making it a more pleasurable experience

Find out how to resolve complaints quickly, improve customer satisfaction with brands and reduce costs.

John Kristianson
National Manager of CSI and Service Development
Hyundai Motor America USA

1:15 - 2:00 Incorporating A Nano Learning Model Into The Call Center Environment

Find out how Coca-Cola Enterprises incorporates a nanolearning model when developing on-line courses, games, and simulations in their call centers. This model infuses elements of audio, video, and green screen effects to elevate the learning experience for employees. The nano-learning model fits very well into the call center environment because of its quick delivery and high knowledge retention capability while being service level friendly. The nanolearning model also encompasses many adult learning theories and principals to ensure it's still effective despite being much shorter and less intimidating to the student.

Dynamic gaming impact
Supervisors coaching simulations
Employee mock job interviews (for the internal posting process) Find out how e-learning can provide leading edge training without taking reps off the phone!

Richard Vars
E-Learning Manager
Coca-Cola Enterprises Inc
Operating for 5 years; 3 locations; 850 employees; inbound, outbound, sales and service.

1:15 - 2:00 Generating Revenue And Linking VOC To The Bottom Line

The USPS not only delivers billions of pieces of mail, it handles tens of millions of phone calls. Delores Killette, VP and Consumer Advocate, manages measures of service performance and customer satisfaction, the call center and online web assistance, as well as complaint management and problem resolution processes. She will describe how the Voice of the Customer process has helped the USPS dramatically enhance service and cost effectiveness while implementing sophisticated Web self service for both consumers and business.

Delores Killette
VP and Consumer Advocate
United States Postal Service

Chairperson:

Robert Ward
Principal Product Architect - eCare
Motorola Inc.

1:15 - 2:00 How Technology Can Motivate Agent Behaviour

This presentation will address how technology can impact agent behaviour and serve as a motivational tool. Find out how to get executive buy in and build a strong relationship between upper leadership and agents to build the right team.

Leadership tools to deal with change management around the implementation of new technology
Engaging your employees for process and technology improvement
Creating a reward and recognition program for innovative ideas

If you want your call center to work a certain way, then you need to believe in it and make it happen.

Theresa Hull Clarke
Theresa Hull-Clarke
Associate Director, Call Center Technology and Customer Experience
Bell Canada

Introducing Ms. Hull-Clarke:

Syed Hasan
CEO
ResponseTek Networks
Inbound and outbound customer service and sales centers, employ 5000+ agents and 4 lines of business in 25 locations

Pre-Qualification Required:

1:15 - 2:00 ROUNDTABLE DOUBLE SESSION: The Future Of Call Centers

What technologies are on the horizon?
What can we do now to get prepared for changes and facilitate our continued success?
As consumers expect more, how do you keep up?
How do you see social networking, bringing in chat and other web 2.0 tools impacting the customer experience
What are the anticipated new challenges with respect to talent management

Fran Horner
Senior Director
Evanston Northwestern Healthcare

Jeff Gallino
Jeffrey Gallino
Chief Technology Officer, Chairman and Co-Founder
CallMiner

2:05 - 2:50 Roundtable Double Session Continues

2:05 - 2:50 Providing A Consistent Quality Experience

The Martin Group's support calls are usually complex requiring significant time and specialized expertise to resolve (minimum one year training).

This presentation will address how to improve quality in your call center where the required levels of technical expertise are high

Determining action plans and implementing change in your center
Delivering consistent quality across multiple communication channels
Standardizing service Find out how to involve and motivate your staff when going through a period of change and standardization.

Beth Campbell
Business Services Operations Manager
Martin Group
Business to Business Support Calls
30+ years in operation, customer service and sales, inbound and outbound, b to b

2:05 - 2:50 Add Value For Your Customer And Maximize Your Human Capital Investment

This presentation provides a holistic approach to developing customer service professionals with a focus on performance support (on-the-job & just-in-time) tools. Learn how the Church Pension Group, a financial institution administering employee benefits for the Episcopal Church, integrates performance support tools and knowledge management systems to improve service delivery consistency and continuity. Deploying these tools improved Open Enrollment service statistics.

2007 21% CSL with 15% abandoned rate
2008 62% CSL with 2% abandoned rate.

These tools also provide consistency across the team and scalability increased queue agents by 50%.

Ed Miceli
AVP Customer Engagement
Church Pension Group
B to B and B to C Financial Services Customer Engagement Center

2:05 - 2:50 Moving From Service To Sales: Compensation Structures

BMW Financial is an outbound call center that is making the transition from service to service and sales. The agents are now cross-selling bank credit cards, insurance, einvoice product and a complimentary "owner's circle" program. This presentation will address how BMW Financial modified their agent compensation program to reward success, motivate agents and reduce churn.

Determining whether you should go beyond salary and prize programs
Offering a base pay and variable compensation
Linking compensation to call quality and monitoring results
Understanding how coaching and leadership is a key ingredient for success.
Review actual Case Study of going from hourly to variable pay

Find out how to enhance your customer experience by incorporating a carefully crafted sales strategy that may provide your business with an additional revenue channel.

Joe Bruno
Cross Sell Manager
BMW Financial Services
100 inbound call center agents and 11 outbound call center agents in one call center location

2:05 - 2:50 Managing A Consistent Customer Experience: Utilizing The Call Center

Are you easy to do business with? Does your call center have what it takes to deliver a great experience every time? 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.

This presentation will focus on eight steps you can take today to drive cost-effective progress toward a fully optimized customer experience.

Find out about the 5 global trends that are making customer experience increasingly important
Explore strategies and technologies that deliver immediate results and support long-term growth

Peter Neels
VP of Customer Service
Shaklee
Andrew Hull
Director Product Marketing
RightNow Technologies Inc.

2:50 Mid-Afternoon Networking Break And Vendor Showcase

Visit the exhibition hall to meet best in class solution providers and pick up your mid afternoon refreshments

3:30 - 4:15 Call Monitoring Helps Online University Put More Students in “Seats”

SUMMARY: Kaplan University, an online college in Ft. Lauderdale, FL, needed to find a way to increase enrollment. School officials knew, anecdotally, that the longer the call between a university advisor and a prospective student, the greater the chance the student would sign up. But how could the call be lengthened in a meaningful way? Enlisting the help of a third-party call monitoring company, Kaplan was able to identify specific areas of the telephone interaction that needed to be strengthened in order to form a stronger connection with the prospective student. The result: longer calls, higher conversion rates and, ultimately, higher enrollment.

Vinnie Torralbes Director, Contact Center Solutions
Kaplan University
Mike Mattsen
COO
HyperQuality

3:30 - 4:15 Building A Customer Focused Culture

Two philosophies are paramount to the company's culture and drive its decision-making processes: "Love the Customer" and "Our Team Wins."

This presentation will give you an inside look at how TheLadders.com is creating a customer-focused culture to best serve its B-to-C (job seekers) and B-to-B (corporations / recruiters) clients.

Implementing customer in action training
Weaving in Japanese customer service approaches
Building the culture of the customer into the DNA of each employee
Executing weekly voice of the customer emails and monthly forums for customer satisfaction scoring
Incorporating customer feedback into process design

Diana Kyser
VP, Customer
TheLadders.com
Operating for 4 years, B-to-C and B-to-B Company, 50+ call center agents in one location, all agents college educated

3:30 - 4:15 Initiating Proactive Customer Service: Outbound Contact Strategy

In this session, hear how CIT Group, a leading commercial and consumer finance company, has initiated an outbound contact strategy in order to get more proactive about customer service. By reaching out to customers with payment reminders and other important notifications before they come calling, CIT is reducing operational costs, improving collections and freeing up agent resources.

How to leverage outbound contact options to become more proactive
Processes and technologies that can most effectively support an outbound strategy
How to take advantage of self service techniques to enable interactive outbound contacts

Steve Sullivan
Vice President, Call Center Technologies
CIT Group Inc
20+ years in operation, 8 locations, inbound and outbound, b to b and b to c

3:30 - 4:15 Panel Session: Using Real-Time Information To Improve Service Levels

The importance of creating a focal point for key business metrics.
Options available for getting the right information to the right people at the right time.
Using real-time communication to achieve contact center objectives and increase productivity.

Moderator:

Matt Wheat
National Sales Manager
Texas Digital

Panelists:

Richard Sananikone
Support Center Supervisor, IT Service Desk
Mohawk Industries Inc.

Pre-Qualification Required:

3:30 - 5:05 ROUNDTABLE DOUBLE SESSION: Talent Managers - Providing Leadership And Motivation

A big challenge facing all managers is the mindset deficiency. There needs to be a permeating belief that human capital issues are a differentiator in call centers. Leadership and motivational programs lead to the ABA's attrition of only one rep out of 50 in the last year and a half.

Points to be discussed

Giving employees a voice in how they're recognized
Providing shift flexibility
Rewarding reps with innovative, non-monetary recognition programs
Challenges brought up by the group

David Belew
Director of Service Center
American Bar Association
Non-profit customer contact center with 50 reps handling 300,000 calls per year and 500,000 e-mails

4:20 - 5.05 Roundtable Double Session Continues

4:20 - 5.05 Innovation For Call Center Excellence

Microsoft is one of the top 10 Fortune Blue Ribbon companies, appearing on the most Fortune ranking lists for excellence. Our distinguished speaker will share insights for driving innovation in your customer service experience.

What role can your call center play in the overall innovation of your company
How do you move from process center to innovation
Data powered approach to customer engagement and innovation
Positioning innovation as a growth driver

Todd Parsons
General Manager of Customer Service
Microsoft
Customer Service & Support (CSS) is a global organization that helps customers and partners maximize the use of their technology investments, serving millions of customers in over forty languages and 60 locations

4:20 - 5.05 Out Of The Box Staffing Strategies

Is recruiting call center staff a challenge for you? In this joint presentation, you will discover unique alternatives to staffing call centers.

Case study: ABVI Goodwill
Advances in call center technology have opened up doors for the blind.
Find out how to work with state agencies to open up doors for the disabled
Case study: Unicor Since 2003, inmates within the US federal prison system have been working as call center agents for private companies who would otherwise send the work off shore.
Hear success stories and learn how to tap this outsourcing alternative Find out how out of the box thinking can help reduce turnover, while offering quality, reliability and consistency!

Carol Borsa
Director of Business Services
ABVI Goodwill
Mark Miller
Call Center Program Manager
Unicor

4:20 - 5.05 Listening To The VOC For Process Improvement

This presentation will focus on how the company is listening to VOC for process improvement and enhanced revenue.

Leveraging CRM system to improve VOC tracking
Upgrading customer facing technology to work faster and add versatility
Benchmarking with other companies for best practices in providing web based services to customers
Quantifying and reporting customer feedback to upper management Find out why small call centers should follow the initiatives of larger call centers to improve the experience of the customers, agents and management.

Laura Brittain
Inside Sales Manager
Call Center Networking Group (CCNG)
Tesa Tape
Leadership Team
Call Center Networking Group (CCNG)
They employ only 10 agents in the call center 5 are customer service and 5 are sales. They are part of a large international company with a $45 million industrial budget

4:20 - 5.05 Advanced Technology Applications. IVR Innovation: Leveraging Real-Time Data In Self Service Systems

In this session, hear how United Illuminating, a utility provider serving 300,000+ customers, is delivering real time self service to customers through its speech-enabled IVR system, which links to critical back end systems such as the company's ERP suite. In this session, attendees will learn:

How to more effectively leverage realtime data via self service applications
The technical considerations involved in integrating contact center applications with the enterprise systems that house critical customer data
How to take advantage of innovations like speech technology to provide customers with up-to-the minute information on account balances, payment history, service updates and more

Lisa Diggs
Senior Business Systems Analyst
United Illuminating
Operating for 40+ years, customer service (inbound) and collections (inbound and outbound); commercial and residential customers

5:10 Closing Keynote: Leadership - Passion For People Ignites Performance

This dynamic keynote will inspire you to transform the workplace through an emphasis on its people. Learn how to create superior results without the mention of metrics by getting back to the basics of appreciation, development, and relationships. This motivational speaker will compel you to act as she shares her formula for the development of high-performance teams through an easy to implement approach.

Julie Marks Miller
Vice President, ADP Training and Leadership Development
ADP
Julie has a strategic partnership with Mark Sanborn, author of "The Fred Factor," who has featured some of her leadership insights in his work, most recently, "You Don't Need a Title to Be a Leader."

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