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Day Four: Conference & Workshops

Wednesday, June 25, 2008

Main Conference

8:00 Chairperson's Opening Remarks

Gene Schriver
Executive Vice President
Language Services Associates

8:15 Keynote: Workforce Innovation: Driving Results By Linking Workforce And Performance Management

Our distinguished speaker is responsible for running the 13th largest U.S. inbound Call Center operation - from workforce management to performance delivery. Find out how to maximize performance of your workforce team by incorporating and driving performance measurements throughout your contact center.

• Outlier Performance Management - Targeted approach to managing your metrics
• Consolidate your scorecard - Measurable, Actionable and in the Associates Control
• Reducing average handle time through people, process and technology initiatives
• Improving operational efficiencies - Simple ways to improve Adherence and Conformance

You will be able to take back to your offices several simple processes to execute upon which will assist you in realizing a substantial return on investment.

Robert Camacho
Director, Operations and Planning
Cross Country Automotive B to C. Multi-site contact center. 1000+ agents
Winner - IQPC Best Use of Voice of the Customer (2007)

9:00 Featured Presentation: Creating Great Customer Recognition And Loyalty

The Oberoi Group, founded in 1934, owns or manages 33 hotels and luxury cruisers across five countries under the 'Oberoi Hotels & Resorts' and 'Trident' brands. Oberoi Hotels & Resorts are synonymous with offering the right blend of service, luxury and quiet efficiency. Internationally recognised for excellence and unparalleled levels of service, Oberoi Hotels & Resorts have received innumerable awards and accolades.

The Oberoi leisure hotel in Udaipur was ranked the number one hotel in the world by the readers of Travel + Leisure magazine in the U.S. Two other Oberoi leisure hotels in India were rated among the top 11 in the same readers' poll. This presentation will address the company's never compromising (relentless) quest for excellence and customer loyalty. Find out how to:

• Achieve consistency in service levels and sur-pass guest expectations
• The Oberoi Belief: Our Belief in Excellence is Reflected in Our Outstanding Individuals

Ravish Swarup
Senior Vice President, Oberoi Contact Center
The Oberoi Group #1 hotel in the world, 2007 Travel and Leisure
200 agents in one location, global hub for reservations and information services

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

10:30 Keynote: Delivering A Service Profile To Recruit, Hire And Retain The Best Talent

CVS/Caremark's customer service is a strategic advantage and not an overhead expense. Find out the company develops a service profile for talent management.

• Creating a mission statement and figuring out how customer service fits in
• Developing a profile of the talents needed to meet our company mission statement
• Changing the environment to meet the mission statement
• Transforming hiring and recruiting practices to find the right "DNA"
• Fostering a culture of continuous improvement that focuses on the needs of reps, clients and customers

Find out how the company realized a 60% reduction in complaints, a 38% improvement in turnover and $9 million in expenses favorable to the budget.

Rosemarie Donzanti
Vice President of Customer Care Services
CVS/Caremark 2007 J.D. Powers and Associates - highest in mail order customer satisfaction
2007 Fortune
Blue Ribbon Company
7 call centers, 1500 reps, handling 55 million calls

11:15 Keynote: The Power Of Positive Word Of Mouth

How do you build a 1600 store retail business generating $2.5 billion in sales without ever advertising? You inspire an army of loyal customers/advocates to recruit new customers for your brand. Industry experts say that word of mouth can drive up to 50% organic customer growth. Learn how BBW has harnessed WOM in the contact center as part of a retention and loyalty strategy.

We will share the synergy of creating memorable experiences and emotional engagement as part of our relationship management Successful brands have a compelling story that captivates customers and employees - a story they want to be part of and tell people about. After hearing the BBW story, you will understand how to mitigate the risk of customer defection and the enormous benefits if they join your brand.

Patti Crowley
Director of Customer Experience
Bath & Body Works Winner - IQPC's 2007 Excellence Award for Call Center Leader of the Year

Roundtables will be organized by AGENTS MANAGED WITHIN THE CALL CENTER to allow attendees to network and compare best practice with peers that are faced with the challenges that are defined by the size of their centers

1:00 Panel Discussion: Call Center Excellence Award Winners Panel

What does it take to be an award-winning contact center? Find out from the 2008 winners first hand how they are having a positive impact on their customer experience. The award winners will answer questions about new technologies, agent training, motivating employees, using metrics that make sense, and how to get top-down support.

Categories Include:

• The Call Center Leader of the Year Best in Class Call Center (50 - 200 staff)
• Best in Class Call Center (under 50 staff) Best Use of Voice of the Customer
• Best in Class Call Center (over 200 staff) Best Call Center Culture
• Best Multi-Channel Contact Center Solutions Best Use of Technology
• Best Performance Leveraging the Customer Experience as a Strategic Business Driver

Moderator:

Mila D'Antonio
Managing Editor, 1to1 Magazine
1to1 Media

Track A: Metrics & Performance Improvement	Track B: Talent Management	Track C: Remote Agents	Track D: Interactive Tools & Technologies	Track E: Blue Sky Innovation Room (ADVANCED TRACK)
2:00 - 2:45 Human Sigma: Managing The Employee-Customer Encounter Six Sigma changed the face of manufacturing quality; Human Sigma is positioned to do the same for sales and service companies. In the past, companies have not applied rigor and precision to measuring and managing the "softer," human side of business. That is about to change. Human Sigma reveals that there are right and wrong ways to assess and manage the health of a company's employee and customer relationships. Research results spanning 10 million employees and 10 million customers around the world Engaging your employees Engaging your customers Find out how to create an employee centric call center. Jim Asplund Principal Gallup Co-Author, "Human Sigma: Managing the Employee-Customer Encounter"	2:00 - 2:45 Skill Training That Gets Results This presentation will provide an overview of a performance based blending learning model used to reduce time to proficiency and produce significant savings in annual labor costs. Discover the elements of the performance based blended learning model Learn how to incorporate business metrics into training Create a partnership with the business for ongoing performance analysis Understand the importance of the "big three" - recruiting, training and nesting - to improve overall performance Find out how AAA of Northern California, Nevada and Utah achieved remarkable results - including: reducing training time by 46% across the board; reducing time to proficiency by 4 months; and realizing an estimated $2.4 million in annual labor cost savings. Susan M. Minaya, M.Ed. Dean - Contact Center College AAA University 4 centers (and a 5th opening shortly),1500 employees, the call centers handle travel and insurance sales for AAA members as well as service for AAA membership	2:00 - 2:45 Home Based Agents: Expanding The Talent Pool And Gaining Competitive Advantage According to recent Datamonitor research, there will be significant growth in outsourced contact center agents based around the at-home model. Between now and 2012, the number of home based reservation Crewmembers is set to grow at a compound annual growth rate of 36.4%. Since day one, JetBlue Airways has employed all front line Crewmembers working 100% from home. All leaders are in the center 100% of the time. Motivating without a pizza party = morale, team building and communication strategies Understanding why JetBlue follows an insource model with JetBlue Crewmembers Creating a competitive edge by tapping into talent and attracting people by offering a good way of life Minimizing common attendance problems Nannette Ford Director Reservations Support JetBlue Airways	Chairperson: Robert Ward Principal Product Architect - eCare Motorola Inc. 2:00 - 2:45 Building Customers For Life While Improving Operational Efficiencies Learn how to implement a virtual queuing strategy that will help you turn satisfied customers into loyal customers through positive experiences. Find out how virtual queuing not only provides positive customer experiences, but also improves contact center metrics. This session will discuss ways that virtual queuing impacts operations, including Increased customer satisfaction Reduced ASA & abandons Improved service level Increased agent efficiency Reduced toll and labor expenses Improved agent morale and reduced turnover Eric Camulli Director of Technology Virtual Hold Technology Alberto Osterling Business Systems Project Manager Pepco Holdings Inc	Pre-Qualification Required: 2:00 - 2:45 ROUNDTABLE DOUBLE SESSION: Balancing Customer Support With Operational Effectiveness In this blue sky track, find out how to strike the right balance between operational and customer satisfaction metrics. Points to be Discussed Tying disparate customer satisfaction and efficiency metrics together Determining what makes sense for your business model Driving a big business benefit decision from an ROI perspective Balancing customer support levels with business operational effectiveness Challenges brought up by the group We will divide the audience into groups by industry to focus on your niche capabilities. Joseph Arsenault Business Analyst Time Warner Cable20+ years in Operation - Customer Support and Sales 2:50 - 3:35 Roundtable Double Session Continues
2:50 - 3:35 Measuring And Managing Key Performance Indicators Home Decorators Collection is a direct seller of merchandise for the home through catalog, internet and retail stores. This presentation will focus on the measurements you need to manage your call center performance. Measuring beyond service levels and abandon rates Measuring costs beyond the call, including the impact of chat and email Daily reporting of key metrics Communicating results across the company Analyzing operational expenses Kari Whelan-Ferguson Director of Sales Home Decorators Collection One contact center handling 1+ million calls per year	2:50 - 3:35 Case Study: Best Practices To Improve Performance In this session you will identify how the Zappos.com business model is built on providing our customers with the best service and the best online shopping experience. This presentation will also provide details of Zappos.com best practices and how they can applied in your organization. Customer Service is an Investment, not an expense Word of Mouth really works Online Don't be secretive. +Don't worry about competitors You Need to Actively Manage your company culture Jane Judd Senior Manager, Customer Loyalty Team Zappos.com 2007 1to1 Magazine Customer Champion	2:50 - 3:35 Using Analytics To Successfully Deploy A New Speech Application Failure was not an option when Cox Communications decided to replace their touch-tone IVR with a new speech-enabled routing and self-service system. Cox is the nation's third largest cable provider with over 6 million customers in 24 markets and a history of JD Power customer satisfaction awards. In this session, you'll learn: How analytics revealed many significant improvements after the pilot phase How Cox used analytics to get real-time validation that issues were resolved How analytics helped the corporate team prove the value of the new system to each operating unit Cox's vision for analytics as an ongoing tool to manage both cost and customer satisfaction Alan Smith Manager Self-Service & Support, Corporate Customer Care Cox Communications Joe Alwan VP/GM AVOKE Caller Experience Analytics BBN Technologies	2:50 - 3:35 Using Technology To Keep Agents On The Floor And Away From The Door No matter what stage of attrition you may have - early, mid or late - it all hurts. Are you hiring the right agents? Once you've got the right agents on the team, how do you keep them there? Attend this session to learn how to reduce the high costs of agent turnover to keep agents prepared, engaged and connected to the company and your goals. Communicating a consistent, realistic view of your company and the job Presenting the company and realities of the job early to let candidates "opt-in" to the rest of the hiring process Use a unique approach to job fit to narrow your focus to only those candidates who could be successful on the job Determine what factors are most impacting your attrition Roy Jackson Director of Product Management UCN Inc. and client
3:35 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
4:05 - 4:50 Balanced Scorecards: Strategic Implementation Of Measurement Data This presentation will address how the company has leveraged the Balanced Scorecard for measuring agent performance and overall process improvement influence Balanced Scorecard has on company for staffing and generating revenue strategic initiatives set in placed based on balanced scorecard data Find out how the company involves employees in the development of balanced scorecard KPIs and then links the balance scorecard data to customer expectations. Svein Oseth Manager of Internal Services Norwegian Automobile Federation 35+ years in Operation. Handling Inbound Calls to 500,000 members for roadside assistance and other services	4:05 - 4:50 Internal Development - Growth, Development And Career Pathing For Agents The Carilion Clinic is an internal HR Call Center serving nearly 12,000 employees. Find out why the development of the agents is so critical to their call center's success. Launching "My Total Rewards" web site as a method to retain staff Implementing e-talent management system Converting to Employee Self- Service system to expedite administrative requests Developing an award-winning Corporate University Monica Hubbard HR Service Representative Carilion Clinic HR Internal Call Center handling 12000 employees	4:05 - 4:50 Delivering Award Winning Customer Service Founded in 1988, Teamwork Athletic Apparel is one of America's largest and fastest-growing manufacturers and distributors of team athletic uniforms. Find out how the company delivers exceptional customer service, meriting a 2007 Stevie Award in the Team Awards Category for Best Customer Service Team. "We once had an employee board a plane with a uniform order to get it to the customer on time." Earning a reputation for top service and delivery and shipping on the same day the order is placed Employing 100% phone customer service representatives while top competitors hire sales reps Training and developing new hires to deliver best quality on time with customer service goals met Evelia Chavez Director of Sales and Marketing Teamwork Athletic Apparel 2007 Stevie Award Winner	4:05 - 4:50 First Call Resolution - Revamping Quality And Boosting Morale This presentation will address the education, skill set, change management and culture needed to support first call resolution. Meeting customer expectations Reporting capabilities to identify gaps and collect first call metrics Strategies for improving the overall first call resolution rate This presentation will include a case study of what first call resolution meant to FedEx Ask for the business, address objections, then sell our service Ramona Hood Senior Division Manager FedEx Custom Critical 300+ agents, 1 location, operations/solutions centers handling inbound and outbound	Pre-Qualification Required: 4:05 - 4:50 ROUNDTABLE SINGLE SESSION: How To Take Your Call Center From Good To Great Points to be discussed: What does call center excellence look like? How can we get beyond day-today responsibilities to transform a company to greatness? How do you develop a plan to morph and become the best? How do you successfully implement changes? Challenges brought up by the group Todd Parsons General Manager for Microsoft Customer Service Global Management 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

4:55 Closing Keynote: Optimizing The Total Customer Experience From Every Touchpoint Of Interaction

This closing keynote will put everything into perspective, addressing the proactive management of the total customer experience. We'll look at what happens before and after the call center experience - all the way into the service center and experience using the product. Picture a movie and picture the call center as just one part of the movie. We are really here to address what the customer comes to the call center for - one part of the movie. How can associates add their own juice to the part they play in the movie beyond transaction processing and how does the call center fit into the whole movie story line?

• Improving the overall customer experience and their interactions with the call center
• Appreciating the role the call center plays in cementing in the customer's mind what the total customer service experience should be
• Integrating the call center's role in the overall messaging to the customer. Find out how to maximize your total customer experience - pre and post the call center interaction!

Roy Barnes
Senior Vice President
Marriott Vacation Club International 2008 BusinessWeek Customer Service Champ
2007 Stevie Award Winner

5:40 End Of Main Conference

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Dinner Workshops

• Workshop K: Develop Employer of Choice Best Practices in Your Contact Center
• Workshop L: The Home-Based Call Center: How to Make Yours a Success

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5:45 - 7:45 Choose K or L

Workshop K: Develop Employer of Choice Best Practices in Your Contact Center

Your contact center could be an employer of choice and you don't even know it! What makes your operation a great place to work in the eyes of your employees can be completely different than that of the contact center around the corner. The reality is, employees work for different organizations for different reasons. Its management's responsibility to understand what those reasons are and build an environment that truly motivates and inspires.

What You Will Learn

This workshop will help managers better understand the main components of developing an employer of choice culture in their contact center.

How You Will Benefit

This interactive workshop will provide key insights into what some leading contact centers are doing to build a positive employer brand. In addition, you will be provided with an assessment model that can help you pinpoint your employer of choice strengths and weaknesses.

• Understand the definition of a contact center employer of choice
• Learn about industry drivers that are shaping the new contact center culture
• Gain insight into what leading contact centers doing to develop employer of choice cultures
• Understand the 10 Areas of influence and 6 Key Objectives
• Assessment model for measuring your contact center

Jeff Doran
President
CCEOC Inc.

Workshop L: The Home-Based Call Center: How to Make Yours a Success

This workshop will review how to successfully launch and manage a homebased call center. You will discover how VIPdesk, the award-winning pioneer of home-based virtual contact center solutions for global brand leaders, successfully helps its clients transition their customer service operations to homebased call centers.

Founded in 1997, VIPdesk has been continuously recognized for its growth and innovation as a multi-year recipient of the Inc. 500, Deloitte & Touche "Fast 500" and the Stevie Award for Women in Business. In addition to transitioning its own call-center operations from brick-andmortar to home-based, VIPdesk has successfully provided home-based call center support for over 60 clients in the retail, financial services, travel, consumer goods and automotive industries

What You Will Learn

Ms. Hurley will highlight the following topics addressing how to successfully launch and manage a home-based call center, which include:

• The growth of the home-based call center industry
• Benefits of home-based call centers vs brick-and-mortar call centers
• When to choose a home-based vs brickand- mortar call center
• Launching and managing a home-based call center

What You Will Benefit

Learn how to successfully implement and manage a home-based call center via case studies, and herMs Hurleys twenty years of experience in customer service, and ten years of experience in the virtual customer service industry. Attendees will learn, via an interactive presentation and practical exercises, the following:

• How to determine if a home-based call center is right for your needs
• How to implement a home-based call center
• Challenges related to the home-based call center model, including managing and training a remote workforce
• Technology issues involved with homebased agents
• How to gauge home-based call center success

Sally Hurley
President
VIPdesk

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