The 9th Annual Call Center Week

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



Agenda at a Glance


Sunday, June 22, 2008
1:00 - 6:00 Masterclass A: Get More from Your Contact Center - Innovative Ways to Move It
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
Kerry Weiner Elkind, Co-author of Service To Sales: Changing Culture and Mindset in Your Call Center, The Elkind Group (TEG)
Friday, June 23, 2008
8:00 - 11:00 Workshop C: Achieving Best Practices in Managing a Virtual Call Center - Utilizing a Suite of Tools and Technologies
Lori Kendall, Vice President of Services (Co-Founder), Transera 		Workshop D: 8 Steps to Deliver Exceptional Customer Experiences
Andrew Hull, Director Product Marketing, RightNow Techonology INC
11:15 - 2:15 Site Tour E: Venetian & Palazzo Resort Hotel Casinos
Jon Elliot, Director of Resort Services | Strategic Marketing, Venetian & Palazzo Resort Hotel Casinos 		Workshop F: Best Practices in First Call Resolution
Susan Parkhill, Senior Director, Call Center Operations, Sallie Mae
2:30 - 5:30 Workshop G: Quantifying the Revenue and Word of Mouth Benefits of Better Service and Quality
Lori Kendall, Vice President of Services (Co-Founder), Transera 		Workshop H: Building a Leadership Competency Model for Talent Management
Andrew Hull, Director Product Marketing, RightNow Techonology INC
5:45 - 8:45 Workshop I: Using Contact Center Performance Management and Workforce Management to Drive Positive Change
Paul Leamon, Director of Product Marketing, IEX 		Workshop J: Leveraging Customer Satisfaction Research to Reinforce Call Center Value
Richard Shapiro, President, The Center For Client Retention
Tuesday, June 24, 2008
7:15 Registration and networking breakfast
7:55 Chairman's Opening Remarks
Gene Schriver, Executive Vice President, Language Services Associates
8:10 Featured Presentation: The FISH! Philosophy: Catch The Energy, Release The Potential
Deena Ebbert, FISH! Philosopher, ChartHouse Learning Inc
9:00 Award Winning Keynote: Creating A Culture That Inspires Excellence
Darrell N. Robertson, Vice President, Member Services, New York Life
9:45 Morning Networking Break And Vendor Showcase
10:30 Maintaining Control In A Virtual Contact Center Environment
Prem Uppaluru, CEO, Transera Communications
Bob Reilley, Senior Vice President, Chief Marketing Officer, Aon Integramark
11:15 Peer-To-Peer Challenge Focused Roundtables
12:15 Networking Luncheon For Delegates, Speakers And Sponsors
  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
Hyundai Motor America USA		 Incorporating A Nano Learning Model Into The Call Center Environment
Coca-Cola Enterprises Inc		 Generating Revenue And Linking VOC To The Bottom Line
United States Postal Service		 How Technology Can Motivate Agent Behaviour
Bell Canada and ResponseTek Networks		 ROUNDTABLE SINGLE SESSION: The Future Of Call Centers
Callminer
Evanston Northwestern Healthcare
2:05 - 2:50 Providing A Consistent Quality Experience
Martin Group		 Add Value For Your Customer And Maximize Your Human Capital Investment
Church Pension Group		 Moving From Service To Sales: Compensation Structures
BMW Financial Services		 Managing A Consistent Customer Experience: Utilizing The Call Center
Shaklee and RightNow Technologies Inc.		 Roundtable Double Session Continues
2:50 Mid-Afternoon Networking Break And Vendor Showcase
3:30 - 4:15 Call Evaluations To Get Up-Sell Programs Down Pat
HyperQuality		 Building A Customer Focused Culture
TheLadders.com		 Initiating Proactive Customer Service: Outbound Contact Strategy
CIT Group Inc		 Panel Session: Using Real-Time Information To Improve Service Levels ROUNDTABLE DOUBLE SESSION: Talent Managers - Providing Leadership And Motivation
American Bar Association
4:20 - 5:05 Innovation For Call Center Excellence
Microsoft		 Out Of The Box Staffing Strategies
ABVI Goodwill and Unicor		 Listening To The VOC For Process Improvement
Call Center Networking Group (CCNG)		 Advanced Technology Applications. IVR Innovation: Leveraging Real-Time Data In Self Service Systems
United Illuminating		 Roundtable Double Session Continues
5:10 Closing Keynote: Leadership - Passion For People Ignites Performance
ADP
5:55 Cocktail Reception
7:00 Gala Dinner And Call Center Excellence Awards
Wednesday, June 25, 2008
7:30 Registration and networking breakfast
8:00 Chairman's Opening Remarks
Gene Schriver, Executive Vice President, Language Services Associates
8:15 Keynote: Workforce Innovation: Driving Results By Linking Workforce And Performance Management
Cross Country Automotive
9:00 Featured Presentation: Creating Great Customer Recognition And Loyalty
The Oberoi Group
9:45 Morning Networking Break And Vendor Showcase
10:30 Keynote: Delivering A Service Profile To Recruit, Hire And Retain The Best Talent
CVS/Caremark
11:15 Keynote: The Power Of Positive Word Of Mouth
Bath & Body Works
12:00 Networking Luncheon For Delegates, Speakers And Sponsors
1:00 Panel Discussion: Call Center Excellence Award Winners Panel
  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
Gallup		 Skill Training That Gets Results
AAA University		 Home Based Agents: Expanding The Talent Pool And Gaining Competitive Advantage
JetBlue Airways		 Building Customers For Life While Improving Operational Efficiencies
Virtual Hold Technology and Pepco Holdings Inc		 ROUNDTABLE DOUBLE SESSION: Balancing Customer Support With Operational Effectiveness
2:50 - 3:35 Measuring And Managing Key Performance Indicators
Home Decorators Collection		 Case Study: Best Practices To Improve Performance
Zappos.com		 Panel Discussion: The Results Are In On Remote Agents Using Technology To Keep Agents On The Floor And Away From The Door
UCN Inc. and client		 Roundtable Double Session Continues
3:35 Mid-Afternoon Networking Break And Vendor Showcase
4:05 - 4:50 Balanced Scorecards: Strategic Implementation Of Measurement Data
Norwegian Automobile Federation		 Internal Development - Growth, Development And Career Pathing For Agents
Carilion Clinic		 Delivering Award Winning Customer Service
Teamwork Athletic Apparel		 First Call Resolution - Revamping Quality And Boosting Morale
FedEx Custom Critical		 ROUNDTABLE SINGLE SESSION: How To Take Your Call Center From Good To Great
Microsoft
4:55 Closing Keynote: Optimizing The Total Customer Experience From Every Touchpoint Of Interaction
Marriott Vacation Club International
5:45 - 7:45 Workshop K: Develop Employer of Choice Best Practices in Your Contact Center
Jeff Doran, President, CCEOC Inc.		 Workshop L: The Home-Based Call Center: How to Make Yours a Success
Sally Hurley, President, VIPdesk
Thursday, June 26, 2008
8:30 - 11:30 Workshop M: Building an Intelligent World Class Center (Peak Performance at Minimum Labor Cost) - Customizing your Performance for Realizing Maximum Savings on Labor Costs
Edward E. Basquez, Director of Operations, 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!
Barry Maners, Managing Director, Fraser Group
11:45 - 3:45 Site Tour O: Zappos.com Site Tour P: Citywide Reservation, Harrah's Entertainment