The 9th Annual Call Center Week
June 22 - 26, 2008, Flamingo Hotel, Las Vegas, NV
Day Five: Site Tours
Thursday, June 26, 2008
- Workshop M: Building an Intelligent World Class Center (Peak Performance at Minimum Labor Cost) - Customizing your Performance for Realizing Maximum Savings on Labor Costs
- Workshop N: Advanced Approach to Implementing a Customer Feedback Program to Evaluate and Deploy the "Real" VOC to the Organization If You Think Your Customers Are Satisfied, You Might Be In Trouble!
- Site Tour O: Zappos.com
- Site Tour P: Citywide Reservation, Harrah's Entertainment
8:30 - 11:30 Choose Workshop M or N
Workshop M: Building an Intelligent World Class Center (Peak Performance at Minimum Labor Cost) - Customizing your Performance for Realizing Maximum Savings on Labor Costs
MUST SEE WORKSHOP - Mr. Basquez's World Conference workshops are always at full capacity. IQPC's Call Center Week attendees will leave with a wide variety of tools and ideas that include yesterdays and today's best practices.
What You Will Cover
In this workshop you will see how a 700 seat call center (Telecommunication Company) was transformed into a World Class Call Center with record breaking performance.
How You Will Benefit
Mr. Basquez will highlight eight key points that are essential to building a world class call center. These points will include:
- How the intelligent World Class Center Operates
- Measure the effectiveness of all aspects of customer service with SCORECARDS (Telecommunications Contact Center Case Study)
- Coaching that MOTIVATES !!!
- Identifying, posting and formatting performance reports for your contact center.
- Apply proven motivation techniques and tools (Career development, Pulse checks, Macro Analysis)
- Achieving Platinum, Gold and Silver Recognition
- Produce the right accountability reports for senior management
- 100 Ideas/Initiatives that will guarantee your contact center is performing at the World Class Level
Edward E. Basquez
Director of Operations
www.callcentercareers.com
Colorado Call Center Management Corporation
CallCenterCareers.com
Workshop N: Advanced Approach to Implementing a Customer Feedback Program to Evaluate and Deploy the "Real" VOC to the Organization If You Think Your Customers Are Satisfied, You Might Be In Trouble!
What You Will Cover
Most contact centers understand the importance of measuring the performance of their customer service specialists and the importance of retaining an experienced workforce that provides world class "customer" service. However, most basic monitoring and measurement programs are focused not on the customer but on process and technology. This "roll up your sleeves and really do it" workshop focuses on an advanced approach that includes the actual design of a customer feedback instrument and the development of tools which effectively evaluate and deploy the real voice of the customer to the organization.
How You Will Benefit
- Learn how customer perceptions affect customer loyalty, market share and profitability
- Learn how to identify the fundamental variables which affect customer perceptions
- Learn how to gather customer feedback and manage the organization with the data
- Actually develop a customer feedback instrument based on qualitative research you will conduct
- Explore various forms of customer satisfaction data collection methodologies
- Examine what 1st call resolution really is
- Learn techniques to measure specific objective CSR behaviors that provide contact center supervisors and quality improvement staff with actionable coaching/training needs that are focused on improving the customer's interaction with the customer service specialist
- Learn how to develop a scorecard which tracks current performance and develops specific, statistically valid improvement goals
- Examine real call center data that shows the effect CSR evaluation on customer satisfaction
Barry Maners
Managing Director
Fraser Group
11:45 - 3:45 Choose O or P
Site Tour O: Zappos.com
Zappos.com was started in 1999. It is the largest internet retailer for footwear with 110% price protection, 365 day return policy and 24/7 customer service. Recently the company has expanded to include: handbags, watches, accessories, and most recently - clothing, electronics and eyewear. The company's vision is to be known not just for shoes but for providing the very best service and the best online shopping experience.
We will be touring their Henderson Nevada facility which employs over 400 people. The tour will include presentations by various speakers from the company. The executives will overview for Zappos.com core values and customer service strategy.
IQPC is please to announce the participation of Tony Hsieh, CEO, Zappos.com in this tour!
Site Tour P: Citywide Reservation, Harrah's Entertainment
Harrah's Entertainment is the world's largest provider of branded casino entertainment through operating subsidiaries.
Don't miss your chance to attend a site tour at Citywide Reservation/HET. The center employs approximately 427, inclusive of representatives, support and leadership team members. Citywide Reservations moved from a room reservations office to a call center environment in February 2002 and handles inbound and outbound. Some key satisfaction metrics used include AHT/Adherence/Quality Assurance/Guest Satisfaction/Team Member retention. The center successfully handles approximately 3.7 million calls per year.
Melanie Harrje and colleagues
Support Operations Manager, Citywide Reservation
Harrah's Entertainment