10th Annual Call Center Week

New Master Class for
Mature Call Centers
Presents the only call center event supported by the
Call Center Excellence awards… See page 5 for details…

Learn from these
Leading Innovators:
Best Buy NEW
Turn Adversity into Advantage | 08 Fortune Blue Ribbon Company; ’08
June 14-18, 2009 Bellagio, Las Vegas, NV BusinessWeek The 50 Best Performers
CVS Caremark
Featured Speakers for 2009: All New Winner IQPC’s ‘08 Excellence Award-
Best in Class Call Center (over 200 staff)
‘08 Fortune Blue Ribbon Company
Patrick Ramsey Nancy Valla
Chief Operating Officer Vice President of Service Operations
eHarmony New
Multimedia Games CIGNA Voluntary
‘08 Gartner & 1to1 Customer Awards
’08 US N&W Report and NCQA- ranked a
Windstream Communications New
Todd Davis Top Commercial Health Plan
‘08 BusinessWeek The Customer Service
CEO
Elite
LifeLock Om Kundu
First Vice President
’09 Arizona Business Leadership Award
Healthnet
SunTrust Banks, Inc.
Fortune 500
Michele Rowan ’08 Barlow Monarch Innovation Award
Perot Systems New
Vice President of Performance
’08 Fortune Most Admired Companies
Management Dennis Bianchi
Hilton Reservations and Senior Vice President
Bath and Body Works
Customer Care Horace Mann Insurance
Winner IQPC’s 2007 Excellence Award –
#2 InfoWeek’s ’08 Top 250 Innovators Winner IQPC’s 2008 Excellence Award -
Best Call Center Leader
Best Use of Voice of the Customer
Baylor Healthcare New
Top Reasons to Attend: ’08 InformationWeek’s 250 Top
Innovators (ranked 16); ’06-’08 Dallas
Business Journal Best Place to Work
Call Center Week addresses the most pressing challenges and Leveraging technology to improve efficiencies and reduce
•
SecureAlert New
opportunities seen in decades. The event’s agenda and activities operational costs
Patented first emergency device
feature an acute focus on: Growing revenue-generating capabilities of contact centers
• combining GPS and cellular
Best practices and innovative ways to reduce operational costs
•
Access Business Group,
Managing up, across, and down the organization in
•
Division of Alticor New
Best practices from Call Center Excellence Awards winners turbulent times
•
The Direct Selling Association Vision
for Tomorrow
Award clude:
Site Tours in
Learn from those who have thrived in economic challenges before! Call Center Week features experienced speakers and ground-breaking case
And more!
studies, 10+ hours of peer to peer networking and countless Q&A opportunities with the speaker faculty. See inside for more details…. Fortune
Zappos.com
mpany to
2009 Best Co
Work For
Major Sponsors: Media Partners:
ma
Williams-Sono
cellence
e-tailing Ex

Get the most value with our
Register today: Visit us at www.callcenterweek.com or call 1-800-882-8684

▲
▲
all access pricing (See page 15)

Here’s what Who Should Attend:
Attendees had to say VPs/Directors/Managers of
About Past Events • Call Centers

• Contact Centers

“Last year was my first year in • Operations

attendance…what I took away from last • Customer Affairs

Turn Adversity into Advantage Jun year that in turn I’m looking forward to • Consumer Relations
e 14-18, 2009
| this coming year is the opportunity to • Customer Service

Dear Executive: • Process Management
network and to hear about the always
• Customer Experience
changing and advancements in
• Employee Development & Training
technology and most importantly I’m
Surviving the economic storm
and coming out stronger will take • Sales & Marketing
savvy management. looking forward to sharing ABVI-
The Financial Times correctly state
s that “it all comes down to striki • Telemarketing
ng a delicate balance between Goodwill’s story. “ - Carol Borsa, Director
managing risk and managing the
customer experience in order to retai • Business Analysts
of Business Services, ABVI-Goodwill
n customers” FT 10/08.
• And any customer-focused executive
Industries of Rochester
Keeping customers and winning
new ones via word of mouth is
the key to maintaining
top line revenue – you can neve
r cut costs enough to survive if Here’s a snapshot of who
you can’t maintain the
top line. However, customers are
now much less tolerant of any servi quot;I love Call Center Week because the
attended last year’s event:
ce glitch; research by TARP
Worldwide has shown that even one
conference definitely allows us to
problem doubles sensitivity to price
and forces companies
into destructive price completion. Job Function
understand the innovation that is going
Therefore, delivering flawless servi
ce is critical to maintaining
reasonable margins and taking adva ■ 33% Customer Care
on in the business; the technology that is
ntage of the most cost effective mark
eting mechanism – ■ 25%
word of mouth. The call center is Management
emerging and how we can apply it to
the leading word of mouth managem
■ 12%
ent available to most Operations/
companies. drive our customer satisfaction higher.quot;
Quality
- Larry Willis, Director Sales Operations Assurance
and Customer Service, Black & Decker
The good news is that it is ofte ■ 9% Marketing
n much cheaper to give great serv
ice than to just give ■ 3%
good service. Intelligent small inves IT
tments in technology and analytical
■ 3%
tools can allow you to Engineer/
move to the next level of call cent
er operations, where you are mea Architect
surably contributing to the “I wanted to let you know that I am really
top line at lower cost. This event
■
will give you the tools and busi ■
3% HR/Training 1% Legal
enjoying Call Center Week. It's a great
ness cases to get what
you need even in these lean time ■ ■
2% Finance 1% Education
s. opportunity to meet your peers and the
■ ■
2% Not Given 1% Medicine
best in the industry. It's been really great ■ ■
2% Consultants 1% Media
This mega event will take a realistic
look at the economy and offer the receiving these two call center excellence ■ ■
1% Area Manager
strategies, insights, 1% Telecom
practical examples and case studies
to weather the economic storm, and awards!quot; - Charlie Cavolina, Cross
even come out ahead,
stronger and more agile. You will Country Automotive
learn how to be innovative on the Industry
fly, retain top performers,
keep inexpensive delighters and creat
e the emotional connection with your ■ 13% Manufacturing
customers that lead
to extra revenue and higher mar
gins. ■ 12% Services
quot;It's been a wonderful experience over ■ 12% Finance
Get ready for a week of learning, ■
the last couple of days at Call Center 9% Health
networking, and strategizing. I look
forward to growing with ■ 9% Call centers
Week. This is the first time I have
you!
■ 7% Telecommunications
attended. It has been incredible, the
■ 5% Energy/Utilty
people I have met have been amazing
Sincerely, ■ 5% Retailers
and the presentations super. I was ■ 4% Insurance
fortunate enough to have a collaborative
P.S. New for 2009! All-Access ■ 3% Software Publishers
session through a panel discussion in ■ 3% Credit and collections
pricing is available… See page ■
which I learned a lot. Also winning an 3% Information Technology
■ 3% Education
award on quot;Best in Class Call Center (over
15 for details. ■
Lisa Schulman 12% Other (Government, ISP, Automotive,
500 staff)quot; is an absolute bonus to the
Cable & Internet, Real Estate, Gambling/
Program Director event.quot; Dennis Migel, Vice President of
Casinos, Travel/hospitality, Charities/
Call Center IQ, a Division of IQPC the Toronto Contact Center, ScotiaBank Associations, Information, CRM,
Toronto Publishing, Pharmaceutical, Police,
Postal, Transportation, R&D, Law)

2 www.callcenterweek.com • 1-800-882-8684 Sponsors

Why Should I Attend? Main Conference Tracks Early-Bird offers are available for a
limited time. Reserve your seat early for a
Why do I need to attend this event in such a difficult business Bring your team to cover the most important themes in today’s
contact center operations: discounted rate. See page 15 for details…
climate? The current climate is exactly why you need to attend
Call Center Week:
TRACK A: People Power – Inspiring Performance and
Experienced leaders will guide you through proven strategies
•
Accomplishing More with Less
and techniques on how to reduce costs while maintaining This leadership/people oriented track will be focused on how to
Register for the All Access
lead and manage your team while operating with fewer resources
customer service
Pass which includes the freedom to move
Sessions and workshops will show you how to either add or
•
TRACK B: TECHNOLOGY – Employing Technology for from session to session, the Call Center
increase revenue-generating activities to your call center Enhancing Efficiency & Productivity Awards and participate in all the event has
According to in-depth IQPC research, the marketplace is
Call Center Week’s speakers, delegates and sponsors are a to offer! See page 15 for details…
•
especially interested in technology right now. Executives want
customer-focused community. Discussions in the session, in the to leverage systems and technology to do more with less and
exhibit hall, and at the networking functions will provide improve automation.
insights on how to better service your customers.
Register by April 10 to
TRACK C: Cost Management, Performance Improvement,
receive a free copy of:
See first-hand the successes and challenges of two top-notch
•
VOC
call centers, Zappos.com and Williams-Sonoma as they open Coming May 2009 from the American
This track is designed to provide concrete strategies for
their doors exclusively to the Call Center Week audience. reducing and managing operational costs in call centers. It will Management Association “Strategic Customer
also detail specific performance improvement strategies. Plus,
As additional incentives this year, the event offers all access
•
Service”. The first book summarizing 35 years
you will discover how to put the voice of the customer to work
pricing, the opportunity to purchase an entire workshop of TARP's work measuring and managing the
and realize financial gain.
day at a reduced rate, and an awards ceremony included in
customer experience! Don’t miss the TARP
the Main Conference. See page 15 for details…
workshop – see workshop E

The 2009 Call Center Excellence Awards honor, recognize, and promote
the most innovative call center solutions and individuals over the past year.
With Awards given in five categories, the Call Center Excellence Awards
Why Apply for a Call Center Excellence Award: The 2009 Categories Include:
are dedicated to recognizing superior thinking, creativity and execution
across the full spectrum of call center functions.
Be recognized in front of hundreds of your call center peers 1. Best in Class Call Center (over 200 staff)
•

Join us during the Awards Luncheon on Tuesday, June 16th as winners are Add to your professional development with an industry- 2. Best in Class Call Center (under 200
•

recognized for their unique achievements. Don’t miss your opportunity to
recognized accolade staff)
meet with current and future leaders in call centers.
Be featured in post event press including press releases and 3. The Call Center Leader of the Year
•

Award winners will receive a beautiful customized award and have the
media publications
opportunity to present during a conference panel session. They will garner 4. Best Performance Putting the Voice of
world wide recognition through post event press releases and in industry Share your expertise during the Winners Discussion Panel the Customer to Work
•

publications.
on Wednesday June 17, 2009
5. Best Use of Leveraging Technology For
Apply online at www.callcenterweek.com/awards.php. Applications Have the opportunity to present at Call Center Week 2010 Efficiency and Automation
•

are due May 8, 2009 with finalists announced on May 29, 2009.

3

These experienced call center practitioners will provide
unmatched guidance and insights!
Get exclusive C-level Practitioner Master-Class Leaders Tonya Choate Kimberly Warrick
insights from: Security Administration Manager Client Service Center Manager
Pati Crowley
Baylor Healthcare NEW! NJ Shares NEW!
Todd Davis Director of Customer Experience
A 3 time delegate of the Call Center Week
Carol Ferguson
CEO Bath & Body Works
Conference in Las Vegas.
Help Desk Manager
LifeLock NEW! Winner- IQPC’s 2007 Excellence Award for Call
Baylor Healthcare NEW! Remus Siclovan
’09 Arizona Business Leadership Award Center Leader of the Year – Back by Popular
Senior Systems Analyst
Demand! Kristoffer Pagel
Patrick Ramsey
Healthnet
Corporate IS Manager
Chief Operating Officer Darshanna Tudor
Fortune 500
Baylor Healthcare NEW!
Multimedia Games NEW! Executive Vice President, Call Center
’08 InformationWeek’s 250 Top Gibbs Jones
Operation
Innovators (ranked 16); ’06-’08 Dallas Executive Vice President
Marketing Alternatives NEW!
Award-Winning and Business Journal Best Place to Work Suddenlink Cable TV
Joseph Arsenault
experienced presenters include: Top 10 U.S. Cable Broadband Provider
Ed Kroschinski
Manager, NOC Metrics
Om Kundu Director, Global Service Desk
Time Warner Cable
Introducing two Call Center Summt
First Vice President Perot Systems NEW!
Back by Popular Demand!
delegates who “graduated” to the
SunTrust Banks, Inc. NEW! ’08 Fortune Most Admired Companies
Rosemarie Donzanti
speaker faculty:
’08 Barlow Monarch Innovation Award
Sharon L. Ligney
Vice President of Customer Care Services
Nancy Valla Customer Care Manager, Westwood Mark Roberts
CVS/Caremark
Vice President of Service Kansas Senior Manager of Operations Service
Winner IQPC’s ‘08 Excellence Award- Best in Class
Operations Datacore Marketing, LLC NEW! Support Center
Call Center (over 200 staff) ‘08 Fortune Blue
CIGNA Voluntary NEW! Switch and Data NEW!
Ribbon Company - Back by Popular Demand! Carol Borsa
’08 US N&W Report and NCQA- ranked a
Director of Business Services David Wassilak
Dr. Brooks Mitchell
Top Commercial Health Plan
ABVI-Goodwill Research Scientist, Durables Research and
Professor of Management
Dennis Bianchi Back by popular demand! Development Support
University of Wyoming NEW!
Senior Vice President Access Business Group - Part of the ALTICOR
Joe Darnell
Darryl Flores
Horace Mann Insurance NEW! family of companies NEW!
Vice President Monitoring Center
Workforce and Contact Center Manager
Winner IQPC’s 2008 Excellence Award -
Operations
Southwest Business Corporation
Best Use of Voice of the Customer
Site Tour Leaders:
SecureAlert NEW!
(SWBC)
Roy Barnes Patented first emergency device
Fast Track Winner #1 (San Antonio Business Jane Judd
Former Senior Vice President combining GPS and cellular; 2008 Call
Journal) – NEW to main agenda! Senior Manager of Customer Loyalty,
Marriott Vacation Club Center Excellence Award Applicant Zappos.com
Donna Hardy
2009 BusinessWeek Customer Service
Don Perkins Jane is the 2008 International Customer Service
Director of Call Center Operations
Champ, A top rated speaker at Call Center
Vice President of Product Marketing Manager of the Year (Customer Service Institute
Simplexity NEW!
Week ‘08
Windstream Communications NEW! of America) and a 2007 Customer Champion from
Brett Peters
Scott Ackerman 08 BusinessWeek The Customer Service Elite 1 to 1 Media.
Director of Telecommunications
VP Customer Care
Jon Blum Troy Thornton
Simplexity NEW!
eHarmony NEW!
Director of Sales Development Director of Customer Care
Best in Overall Customer Experience by Keynote
‘08 Gartner & 1to1 Customer Awards
Best Buy NEW! Williams-Sonoma, Inc.
Systems, Forbes Magazine – Best of Web
Michele Rowan Best Buy New ‘08 Fortune Blue Ribbon e-tailing Excellence
Alex Sauickie
Vice President of Performance Company; ’08 BusinessWeek The 50 Best
Managing Director, Operations and
Management Performers
Services
Hilton Reservations and Customer Care
Albridge Solutions, a PNC Company NEW!
#2 InfoWeek’s ’08 Top 250 Innovators Do YOU have a story to tell? IQPC is producing a number of leading edge programs in
IQPC’s 2008 Excellence Award Best in Class Call
NEW! our Customer Management/Marketing Strategy portfolio. If YOU would like to be considered as a
Center (under 50 staff)
presenter, please e-mail Lisa.Schulman@iqpc.com with a short description of your initiatives.


DAY1 Pre-Conference Master Classes
Sunday, June 14, 2009
All New With Interactive Learning Formats

Mature Call Center Master Class: Approaches to Address “Improving Operational Performance”…Doing More with Less
A B
Current Industry Challenges This workshop will provide the knowledge and information required to excel in today’s
demanding do-more-with-less call center environment.
Don’t miss this moderated, executive-level master class designed for mature call
ADVANCED

BEGINNER TO INTERMEDIATE
This masterclass will include a 45 ideas in 45 minutes brainstorming session. It’s an
centers and executives with advanced experiences. The setting is a mixed-format
idea per minute, raining dozens of new possibilities to utilize for your operation. With
afternoon designed to leverage the experiences and collective insights of attendees.
so many insights, tips and techniques that will be shared, the only question is whether
Join us for this exclusive opportunity in “out of the box” thinking!
you can write them all down!
Part 1: BRAINSTORMING: THE CUSTOMER RETENTION GAME
WHAT WILL BE COVERED:
Retaining customers and getting them to continue being advocates for your brand is
Ms. Tudor will highlight key points necessary operate a more efficient, more effective
critical in today’s market. A short case study of a major retailer’s retention challenges
call center. These points will include:
will establish the framework for the brainstorming session.
Discover best practices and what determines world-class service
•
1:00pm – 6:00pm Choose A or B

In this interactive workshop strategy, the group will uncover numerous ideas for:
Learn what’s being measured today…and why
•
Retaining customers
•

Determine where you are headed, which goals to define and/or set
•
Spreading word of mouth
•

Creating a positive culture and its impact on agent retention
•
Encouraging customers to spend money
•

45 Ideas in 45 Minutes Brainstorming Session
•
Strengthening brand loyalty
•

…and anything else the group deems important!
•

WHAT YOU WILL LEARN:
OR
Part 2: PROBLEM SOLVING: CUSTOMER SUPPORT & PROFITABILITY Ms. Tudor will share concepts and practices that can be applied to your operation and
Larry Selden, professor emeritus at Columbia University and co-author of Angel implemented for immediate impact:
Customers and Demon Customers, contends that the bottom 20 percent of Principles of value and performance
•

customers can drain profits by at least 80 percent, while the top 20 percent can How to achieve service level and response time objectives with quality
•

generate 150 percent of a company's profit. This session will utilize small, How to staff and schedule more efficiently
•

collaborative groups and facilitated moderation to explore methods for delivering The tradeoffs between average speed of answer, service level, occupancy and staff
•

profitable customer support. In this interactive brainstorming strategy, you will
Darshanna Tudor, Executive Vice President, Call Center Operations
participate in developing strategies for:
Marketing Alternatives
Retaining profitable customers with optimal support
•

Optimizing efficiency and effectiveness
•

Encouraging customers to require less-costly support
•

Customer value routing
•

Other techniques and approaches as identified by the group
•

Masterclasses’ chairperson and Part 1 - Brainstorming Leader: Pati Crowley,
nced
feature adva
Director of Customer Experience Bath & Body Works Winner- IQPC’s 2007
Both options
Excellence Award for Call Center Leader of the Year ats
learning form
Masterclass leader Part 2 – Problem Solving: Joseph Arsenault, Manager, NOC
Metrics, Time Warner Cable

Dine Around
Join new friends and colleagues for dinner at one of the Bellagio’s top rated
restaurants. All attendees wanting to join the group will need to sign in at the
6:30pm

conference registration desk by 2:00 pm on Sunday, June 15, 2009. Each guest will
receive their own check. Take advantage of the opportunity to get to know your peers
prior to the start of the main event.

5

DAY2 Part 1: Strategies For Success Workshops
Monday, June 15, 2009
This hands-on workshop day will provide the techniques, insights and strategy for taking your call center to the next level of performance and profitability.
NEW – Attend the entire workshop day with freedom to move from session to session, all for one low price! (See page 15 for details…)

Creating a World-Class Post-Call Survey Program The Cure for the Common Call Center Workshop: 8 Steps to
C D Great Customer Experiences while Reducing Costs
Learn how leading organizations design and deploy highly-effective post-call survey
programs. These programs go far beyond just collecting data. They deliver substantial
WHAT WILL BE COVERED
improvements in key business metrics such as first-contact resolution, customer churn
Today’s customers expect their interactions with businesses to be fast, convenient
rates, and service consistency.
8:00am – 10:00am

and easy. With a combination of strategy and technology, you can channel the right
WHAT WILL BE COVERED: information across every communication path to create a far more unified,
Mr. Dietz will outline the key design elements of world class post-call survey programs: consistent and satisfying customer experience—and you can reduce your operating
Pros & Cons of various survey strategies
•
costs along the way.
Right information, right hands, right time
•
WHAT YOU WILL LEARN
Ownership and accountability
•
Explore strategies and technologies that deliver immediate results and support
•
When done right, a substantial return follows
•
long-term growth
OR
WHAT YOU WILL LEARN: Learn about the real-world challenges and the real-world gains of companies that
•

Establish the most effective survey strategy for your business
•
have taken their customer experience to the next level while reducing their costs
Build more actionable customer surveys
•
A quantitative scorecard for diagnosing your call center
•

Use survey data to improve FCR and Customer churn
•
Andrew Hull, Director, Product Marketing, RightNow Technologies, Inc.
Quantify the ROI on a post-call survey program
•

Erich C. Dietz, Sales Director, Mindshare Technologies, Inc.

Measurably Moving From Good to Great Service While A Bold New Look at Solving Employee Attendance, Attrition
E F
Reducing Costs: Enhancing Self Service, Contact Prevention & Adherence Challenges
and First Call Resolution WHAT WILL BE COVERED
In a rapidly evolving and challenging economic climate it’s critical to obtain the best
ed Sessions
10:15am – 1:15pm Working Lunch Included

Special Extend from your employees. Attendees will learn the results of new research studies showing
It’s cheaper to give great service than to just give good service!
how several contact centers have significantly improved attendance, retention,
Up to 30% of your contact workload is preventable via education.
schedule adherence, conversion rates, call quality, and morale. This topic is of urgent
This workshop will incorporate case studies to clarify the causes of customer and critical importance to maximizing productivity at contact centers, especially those
problems in a way that highlights those that can be easily avoided or handled via self with Gen X and Gen Y employees.
service. This analysis will allow you to justify investments in customer education and
WHAT WILL YOU WILL LEARN
enhanced self service in a manner the CFO will accept.
OR Key areas of interest will be:
WHAT YOU WILL LEARN How to identify and reward the right behaviors
•

Identify causes of customer contact that can be prevented via customer education.
•
How incentives and rewards are directly related to employee attrition, attendance,
•

Select the top three opportunities to eliminate service contacts via “Psychic Pizza”
•
schedule adherence, conversion rates, call quality and morale
delivering before your customer knows he needs it How to define the best program: short vs. long term, monetary vs. non-monetary,
•

Enhance utilization of self service via the principal that, “You can’t just lead the
•
individual vs. team
horse to water, you must give him the first sip” How much to budget, measure the results and determine the ROI of an incentive
•

Enhance first call resolution via flexible response spaces which allow the CSR to
•
program
“break the rules for good customers, without breaking the rules”
Dr. Brooks Mitchell, Professor of Management
John Goodman, Vice Chairman, TARP Worldwide, University of Wyoming
author of “Strategic Customer Service”
Tim Rauschenbach, Vice President, TARP Worldwide and Former FREE BOOK TO WORKSHOP ATTENDEES: Games, Work, and
Head of Global Service, Amazon.com Human Motivation: An Applied Behavioral Approach to Employee
Achievement and Recognition.
FREE BOOK FOR WORKSHOP ATTENDEES.
See p. 5 for special book offer!


DAY2 Part 2: Staffing Alternatives and Metrics Workshops
Monday, June 15, 2009
Part 2 of the workshop day explores innovative call center staffing alternatives including virtual, virtual at home solutions, home-based call centers, and targeted metrics.
Remember – pay one price and attend all day long! See page 15 for details…)

Maintaining Control in a Virtual Contact Center Environment Using Virtual at Home Employees to Improve Customer
G H Service Delivery
Today’s flatter organizations are virtualizing business operations, moving beyond WHAT WILL BE COVERED
traditional boundaries of organization, location and technology in order to In this interactive workshop you will learn that innovation in the workplace drives
communicate and servce customers more qucikly and effectively. This interactive a customer service culture. By removing the limitations of a fixed geography, a
1:30pm – 3:30pm

group problem solving workshop will cover: highly-skilled and professional, virtual at-home work force can help you offer a
Open Discussion: Virtual contact center’s definition, benefits and potential
•
positive customer experience.
challenges Mr. Farnsworth will talk about the key factors enabling home based work and
Business Situation and Group Exercise with a scenario introduced and teams
•
how TeleTech provides a cost-effective way to keep jobs in the U.S.
formed
OR WHAT YOU WILL LEARN
Working groups – developing presentations and delivering presentations
•

You will learn about the myths and benefits of a virtual at-home solution and how
Cross-Critique (Open Discussion)
•

doing more with less, can actually provide greater productivity and efficiency. Mr.
Real life case study
•

Farnsworth will use case studies to demonstrate how companies who partner with
WHAT YOU WILL LEARN TeleTech and use our virtual at-home solution can enhance the customer
Position metrics as the driver of overall effectiveness and service level adherence
•
experience.
Leverage corporate objectives to drive key performance indicators
•

Jim Farnsworth, Senior Vice President, TeleTech
Prem Uppaluru, CEO, Transera Communications

How to Utilize a Home-Based Call Center to Increase “FOUND! Extra Money in your Contact Center” Using
I J
Competitiveness in a Challenging Economy Targeted Metrics to Drive a Streamlined Operation
In tenuous times, operations must be as streamlined as possible without
compromising quality. Identifying the correct Key Performance Indicators (KPIs)
This workshop will review how home-based agents can increase a company’s
your organization manages to is critical in attaining efficiencies that will yield
competitiveness in today’s economy. By improving quality to current customers,
‘found money’.
reducing overhead and infrastructure costs and efficiently aligning staffing models to
fluctuating demand, companies can increase their competitiveness, reduce needless WHAT WILL BE COVERED:
3:45pm – 5:45pm

overhead and manage growth quickly and organically. Mr. Flores will review the myriad factors to consider when establishing your KPIs
OR and how to use those metrics to optimize your contact center.
WHAT YOU WILL LEARN
Identifying KPIs that align with your Mission Statement
•
Sally Hurley will highlight the following topics addressing how to successfully launch
Metrics to drive the right behaviors in your agents
•
and manage a home-based call center, which include:
Getting buy-in across and up and down your organization
•
The growth of the home-based call center industry
•

Combining metrics for a complete picture
•
How VIPdesk transitioned from centralized service model to home-based structure
•

Benefits of home-based call centers vs brick-and-mortar call centers
•
WHAT YOU WILL LEARN:
How the demographic profile of the home-based agent can lead to improved
•
Mr. Flores will facilitate practical exercises that enable you to lead cost-saving
performance initiatives in your organization that will achieve increased optimization.
Obtaining accurate staffing
•
Sally Hurley, President, VIPdesk
Identify opportunities to reduce costs
•

Selling the right KPIs and staying away from the wrong ones
•

Darryl Flores, Workforce and Contact Center Manager, Southwest Business
Corporation (SWBC)

7

DAY3 Main Conference Sessions
Tuesday, June 16, 2009

Registration and Coffee Virtual Call Center – Why quot;Going Virtualquot; Makes More Sense Then
7:15 10:25
Ever

KEYNOTE
Chairperson’s Opening Remarks
8:00 Companies are being forced to take a stricter review of the costs of business operations -
including how to manage through a period of lower headcount, sales, etc. Many companies
Explosive Innovation
8:10 have found that quot;virtualizationquot; gives a flexibility to enable business operations to adapt to these
Your budget for innovation has been cut! Your customer’s are still demanding more! This changing market conditions. Virtualizing your call center enables these benefits by allowing
KEYNOTE

economy requires us to quickly re-invent our paradigms on innovation. We need explosive flexibility among agent locations & sourcing, telephony and technology infrastructure - you use
acceleration in moving ideas to action. Agility, speed, creativity and results…right now. Your next what you need and only pay for what you use.
service breakthrough is much closer than you think! In this highly interactive session learn the What is a virtual call center
•

critical tools to rapidly re-invigorate your customer touchpoints through user innovation design. Economic benefits of virtual call center
•

Activate the creative power of your employee and customer innovation networks How to virtualize - distributed agents / supervision / operations
• •

Mine innovative solutions from your existing customer response processes Prem Uppaluru, CEO, Transera Communications
•

Execute innovation in days not months. Drive results now! Donna Hardy, Director of Call Center Operations, Simplexity
•

Roy Barnes, Former Senior Vice President, Marriott Vacation Club Brett Peters, Director of Telecommunications, Simplexity

Holding Onto Top Performers – Realizing the ROI in Turnover Focused Peer-to-Peer Roundtables
8:55 11:10
Reduction and Improved Customer Retention These popular peer to peer roundtable sessions are designed to take advantage of the
KEYNOTE

Find out how LifeLock cost effectively achieves an extraordinary call center rep retention talent in the room and provide an open forum to discuss challenges/solutions. The
rate of 80+%, minimizing the costs and downtime associated with turnover. roundtables are an excellent way to develop networking contacts and they are led by
Hiring the right people with the right value systems experienced practitioners from diverse industries. DON’T
•
Back by popular
Setting the right expectations and creating a supportive culture FORGET TO BRING YOUR BUSINESS CARDS
•
demand!
Providing top notch training • Six Sigma for Call Centers: driving quality and efficiency
•

Measuring performance with the QA score and tying bonuses to service performance Alex Sauickie, Managing Director, Operations and Services, Albridge
•
Just one of the many
Find out how to retain your reps and improve your customer retention rates! Solutions, a PNC Company, Winner 2008 IQPC Call Center
•
confirmed roundtables
Todd Davis, CEO, LifeLock Excellence Awards, Best in Class Call Center (under 50 staff)

Morning Networking Break and Vendor Showcase IQPC’s Call Center Excellence Awards and Luncheon
9:40 12:00

Sponsored by:
TRACK A: People Power: Inspiring Performance and TRACK B: Employing Technology for Enhancing Efficiency TRACK C: Cost Management,
Accomplishing More with Less & Productivity Performance Improvement, VOC

Franchising One Service Across the Cultural Panel Session: First-Call Relevance: Turn your call The Cure for the Common Call Center: 8 Steps
1:40
Gap center into an acquisition center to Great Customer Experiences
Understand how to overcome diversity in regional/global Find out how to leverage lead scoring to increase conversion rates and Today’s customers expect their interactions with businesses to be
locations while harnessing the same top level service. Learn improve your return on marketing investment. fast, convenient and easy. With a combination of strategy and
the four phases for application to your contact center. Profile unknown inbound callers by analyzing and segmenting technology, you can channel the right information across every
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Leadership attitudes and philosophies conversion data communication path to create a far more unified, consistent and
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Defining value of the service provided Understand who’s calling and instantly identify high-value customers satisfying customer experience—and you can reduce your operating
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Cultural awareness and adaptability — frequent and big spenders costs along the way.
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Capture and market your successes Jump hot prospects up the call queue and route them to most Explore strategies and technologies that deliver immediate results
• • •

Joe Darnell, Vice President Monitoring Center appropriate agent and support long-term growth
Operations, SecureAlert, Inc. Applicant 2008 Call Center Discover how to get more revenue out of your existing call flow! Learn about the real-world challenges and the real-world gains
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Excellence Awards Moderator: Paul McConville, Director of Consumer-Facing of companies that have taken their customer experience to the
Services, TARGUSinfo next level, including a case study by a RightNow customer
Panelists: Mark Pettay, Senior VP of Information Systems, West eHarmony.
Direct Discover a quantitative scorecard for diagnosing your call center
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New for 2009: The Call Center Excellence Awards are Doug Kline, Director of New Business Development, West Direct Andrew Hull, Director Product Marketing, RightNow
included in your Main Conference or All Access Pass. Technologies, Inc.
Scott Ackerman, VP Customer Care, eHarmony


10th Annual Call Center Week

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10th Annual Call Center Week