Annual Call Centre
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AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort Day 1: Call Center Summit Pre-Conference Workshops - Monday, January 26, 2008 11:15 AM – 2:15 PM
2:30 PM – 5:30 PM
Workshop C: Using the Voice of the Customer to Reduce Workload and Drive Self-Service Success
Workshop D: FIRST CALL RESOLUTION - Applying the four R’s To Improve your FCR
John Goodman Dan Arengo Vice Chairman Senior Business Development Manager TARP Worldwide SAP America Workshop F: Site Tour: Contact Centers of America Joseph Jacoboni President and CEO, CONTACT CENTERS OF AMERICA LLC
6:00 PM – 8:30 PM
Workshop G: Leadership: How Motivating and Inspiring Can Help You Exceed Expectations Philip Bennett Executive Vice President/Signature Services optionsXpress
7
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort
Day 2: Main Conference Day: Tuesday, January 27, 2009B 7:15 AM 7:55 AM 8:00 AM 8:15 AM 8:15 AM 9:10 AM
9:10 AM -10:05 AM
Registration & Coffee Chairperson’s Opening Remarks CEO KEYNOTE: Strategies for Success in a Downturn Economy Napoleon Barragan Founder and CEO 1800MATTRESS.COM KEYNOTE: “Creative Solutions: Turning Lemons into Lemonade” Linnea Johnson Director Consumer Services Unilever Consumer Services N.A.
10:0510:50
Morning Networking Break and Vendor Showcase
10:50 AM -11:35 AM
KEYNOTE: Maintaining Control in a Virtual Contact Center Environment Prem Uppaluru CEO Transera Communications Kevin Buckley Director of Operations Office Depot
11:35 AM -12:25 PM
12:25 PM 1:20 PM
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Creating a Culture that Provides “Perfect Service” – Internal and External
Employing CRM to Boost Agent Productivity and the Customer Experience
Million Dollar Baby: Innovative and Effective Performance and Measurement Strategies
Detoria Divon Mason Medicare Operations Supervisor Humana Inc.
David Ciccarelli CEO VOICES.COM
Janet LeBlanc Director Customer Value Management Canada Post Corporation
Networking Luncheon
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort 1:25 PM 2:15 PM
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Inspiring Excellence Through Proactive Leadership
Driving the Customer Experience with Technology and Measuring Performance with Net Promoter Scores
Customer Value Management– Measuring Customer Experience From End-to-End
Richard Moore Vice President, Customer Services - Canada Assurant Solutions - Kingston Operations Centre
Bridget Moscatello Vice President of Customer Operations Empire Today
Karen Vaughn VP, Vendor Management Guthy-Renker
Day 2: Main Conference Day: Tuesday, January 27, 2009 – Continued -
E 2:15 PM 3:00 PM
3:00 PM 3:40 PM 3:40 PM 4:40 PM
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Succession and Continuity Planning for Success
Speech Analytics: Improve Your Bottom Line AND Create A Customer-Centric Enterprise
Driving Focus On The Customer Experience Through The Call Center
Philip Bennett Executive Vice President/Signature Services optionsXpress
Jeff Gallino CTO, Chairman and Co-founder Callminer
Afternoon Networking Break and Vendor Showcase PANEL: The Offshore/Onshore Debate Panel Moderator: Tim Searcy Chief Executive Officer American Teleservices Association Panelists
Bob Simmonds, VP of Travel Operations, Disney Destinations James R Danz Chief Marketing Officer Diamond Resorts International
Larry Streeter VP of Customer Support Constant Contact
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort 4:40 PM 5:35 PM
5:35 PM
AFTERNOON KEYNOTE: Legacy Leadership – Inspire and Motivate to Excellence Julie Marks Miller Vice President ADP Training and Leadership Development Cocktail Reception – Please bring plenty of business cards!
DAY 3: Main Conference Day: Wednesday, January 28, 2009 7:15 AM 7:55 AM 8:00 AM 8:15 AM 8:15 AM 9:15 AM
9:15 AM 10:00 AM
Coffee and Networking Chairperson’s Opening Remarks Special Keynote: The “4 I’s” Customer Model Michael Chen President and CEO Media Communications, and Entertainment GE Commercial Finance also Vice President and Officer of GE KEYNOTE: The Revolution is Here – Customer Satisfaction = Customer Loyalty Joe Jacoboni President and CEO Contact Centers of America
Rudy Vidal, Chief Customer Officer UCN 10:00 AM 10:45 AM 10:45 AM 11:45 AM
Morning Networking Break and Vendor Showcase
ROUNDTABLE DISCUSSIONS Round Table 1 Coaching and Leadership Julie Marks Miller Vice President, ADP Training and Leadership Development
Round Table 4 Achieving Break-Through Performance Prem Uppaluru CEO Transera Communications
Round Table 2 First Call Resolution Tim Rauschenbach, Former VP of Service Amazon
Round Table 5 Retaining Talent Greg Troxell, Customer Care Supervisor, United Stationers Supply Co.
Round Table 3 Performance Metrics Darryl Flores Workforce Manager SWBC
Round Table 6 Net Promoter Score Bridget Moscatello, Vice President of Customer Care, Operations and Loyalty Empire Today
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort 11:45 AM -12:35 PM
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
”Per-Fessional”- Leading Teams by Merging Personal and Professional Into One
Panel Session: Communicate Vital Information in Real-Time Across your Enterprise to Drive Performance
Optimizing Contact Center Resources During Tough Times
Greg Troxell Customer Care Supervisor United Stationers Supply Co.
Moderator: Matt Wheat National Sales Manager Texas Digital
Steve Sullivan Vice President, Call Center Technologies CIT Group Inc
Denny Kolvek Director Response Services Datacore Marketing 12:35 PM 1:30 PM 1:35 PM 2:15 PM
2:15 PM 2:45 PM 2:45 PM 3:30 PM
Networking Luncheon
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: NO SESSION
TRACK C: Measurements and Strategic Performance ROI
Connecting with Empathy During an Uncertain Economy
Taking Customer Feedback and Turning it into Business Opportunities
Kimberly Warrick Client Service Center Manager NJ Shares
Barb Bleiler Manager Client Support WPS Health Insurance
Afternoon Networking Break and Vendor Showcase AFTERNOON KEYNOTE: Measurements and Strategic Performance ROI. Making the Quantum Leap Forward While Serving a Complex Customer Base Introduction By Tim Rauschenbach Vice President Business Development TARP WorldWide
3:30 PM 4:30 PM
Vincent Chiusano Manager of Customer Service US Green Building Council CLOSING KEYNOTE: Focusing on the Basics for Measurable ROI Tools and Technology in the Call Center to enhance the customer and agent experience Proactive Chat for Customer Support and Bottom Line Benefits
Michael Murphy Senior Manager, Call Center Innovation Earthlink
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort
DAY 4 Post-Conference Workshops: Thursday, January 29, 2009 8:00 AM -10:55 AM
11:15 AM 2:15 PM
Workshop H: “This Means That”…Metrics that Matter from the CSR to the CEO
Workshop I: Managing Call Center and HomeBased Agents on an Integrated Online Platform
Darryl Flores Workforce Manager Southwest Business Corporation (SWBC)
Sanjay Kumar, Ph.D CEO Vcustomer Corporation
Workshop J: Improving Agent Productivity with Desktop Automation
Workshop K: Site Tour: Disney Destinations
Les Singleton Solutions Architect, Openspan Inc
Bob Simmonds VP of Travel Operations Disney Destinations
2:30 PM – 5:30 PM
Workshop C: Using the Voice of the Customer to Reduce Workload and Drive Self-Service Success
Workshop D: FIRST CALL RESOLUTION - Applying the four R’s To Improve your FCR
John Goodman Dan Arengo Vice Chairman Senior Business Development Manager TARP Worldwide SAP America Workshop F: Site Tour: Contact Centers of America Joseph Jacoboni President and CEO, CONTACT CENTERS OF AMERICA LLC
6:00 PM – 8:30 PM
Workshop G: Leadership: How Motivating and Inspiring Can Help You Exceed Expectations Philip Bennett Executive Vice President/Signature Services optionsXpress
7
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort
Day 2: Main Conference Day: Tuesday, January 27, 2009B 7:15 AM 7:55 AM 8:00 AM 8:15 AM 8:15 AM 9:10 AM
9:10 AM -10:05 AM
Registration & Coffee Chairperson’s Opening Remarks CEO KEYNOTE: Strategies for Success in a Downturn Economy Napoleon Barragan Founder and CEO 1800MATTRESS.COM KEYNOTE: “Creative Solutions: Turning Lemons into Lemonade” Linnea Johnson Director Consumer Services Unilever Consumer Services N.A.
10:0510:50
Morning Networking Break and Vendor Showcase
10:50 AM -11:35 AM
KEYNOTE: Maintaining Control in a Virtual Contact Center Environment Prem Uppaluru CEO Transera Communications Kevin Buckley Director of Operations Office Depot
11:35 AM -12:25 PM
12:25 PM 1:20 PM
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Creating a Culture that Provides “Perfect Service” – Internal and External
Employing CRM to Boost Agent Productivity and the Customer Experience
Million Dollar Baby: Innovative and Effective Performance and Measurement Strategies
Detoria Divon Mason Medicare Operations Supervisor Humana Inc.
David Ciccarelli CEO VOICES.COM
Janet LeBlanc Director Customer Value Management Canada Post Corporation
Networking Luncheon
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort 1:25 PM 2:15 PM
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Inspiring Excellence Through Proactive Leadership
Driving the Customer Experience with Technology and Measuring Performance with Net Promoter Scores
Customer Value Management– Measuring Customer Experience From End-to-End
Richard Moore Vice President, Customer Services - Canada Assurant Solutions - Kingston Operations Centre
Bridget Moscatello Vice President of Customer Operations Empire Today
Karen Vaughn VP, Vendor Management Guthy-Renker
Day 2: Main Conference Day: Tuesday, January 27, 2009 – Continued -
E 2:15 PM 3:00 PM
3:00 PM 3:40 PM 3:40 PM 4:40 PM
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
Succession and Continuity Planning for Success
Speech Analytics: Improve Your Bottom Line AND Create A Customer-Centric Enterprise
Driving Focus On The Customer Experience Through The Call Center
Philip Bennett Executive Vice President/Signature Services optionsXpress
Jeff Gallino CTO, Chairman and Co-founder Callminer
Afternoon Networking Break and Vendor Showcase PANEL: The Offshore/Onshore Debate Panel Moderator: Tim Searcy Chief Executive Officer American Teleservices Association Panelists
Bob Simmonds, VP of Travel Operations, Disney Destinations James R Danz Chief Marketing Officer Diamond Resorts International
Larry Streeter VP of Customer Support Constant Contact
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort 4:40 PM 5:35 PM
5:35 PM
AFTERNOON KEYNOTE: Legacy Leadership – Inspire and Motivate to Excellence Julie Marks Miller Vice President ADP Training and Leadership Development Cocktail Reception – Please bring plenty of business cards!
DAY 3: Main Conference Day: Wednesday, January 28, 2009 7:15 AM 7:55 AM 8:00 AM 8:15 AM 8:15 AM 9:15 AM
9:15 AM 10:00 AM
Coffee and Networking Chairperson’s Opening Remarks Special Keynote: The “4 I’s” Customer Model Michael Chen President and CEO Media Communications, and Entertainment GE Commercial Finance also Vice President and Officer of GE KEYNOTE: The Revolution is Here – Customer Satisfaction = Customer Loyalty Joe Jacoboni President and CEO Contact Centers of America
Rudy Vidal, Chief Customer Officer UCN 10:00 AM 10:45 AM 10:45 AM 11:45 AM
Morning Networking Break and Vendor Showcase
ROUNDTABLE DISCUSSIONS Round Table 1 Coaching and Leadership Julie Marks Miller Vice President, ADP Training and Leadership Development
Round Table 4 Achieving Break-Through Performance Prem Uppaluru CEO Transera Communications
Round Table 2 First Call Resolution Tim Rauschenbach, Former VP of Service Amazon
Round Table 5 Retaining Talent Greg Troxell, Customer Care Supervisor, United Stationers Supply Co.
Round Table 3 Performance Metrics Darryl Flores Workforce Manager SWBC
Round Table 6 Net Promoter Score Bridget Moscatello, Vice President of Customer Care, Operations and Loyalty Empire Today
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort 11:45 AM -12:35 PM
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: Tools and Technology in the Call Center to enhance the customer and agent experience
TRACK C: Measurements and Strategic Performance ROI
”Per-Fessional”- Leading Teams by Merging Personal and Professional Into One
Panel Session: Communicate Vital Information in Real-Time Across your Enterprise to Drive Performance
Optimizing Contact Center Resources During Tough Times
Greg Troxell Customer Care Supervisor United Stationers Supply Co.
Moderator: Matt Wheat National Sales Manager Texas Digital
Steve Sullivan Vice President, Call Center Technologies CIT Group Inc
Denny Kolvek Director Response Services Datacore Marketing 12:35 PM 1:30 PM 1:35 PM 2:15 PM
2:15 PM 2:45 PM 2:45 PM 3:30 PM
Networking Luncheon
TRACK A: “People Power” – Talent Management, Leadership, Workforce Optimization, Culture
TRACK B: NO SESSION
TRACK C: Measurements and Strategic Performance ROI
Connecting with Empathy During an Uncertain Economy
Taking Customer Feedback and Turning it into Business Opportunities
Kimberly Warrick Client Service Center Manager NJ Shares
Barb Bleiler Manager Client Support WPS Health Insurance
Afternoon Networking Break and Vendor Showcase AFTERNOON KEYNOTE: Measurements and Strategic Performance ROI. Making the Quantum Leap Forward While Serving a Complex Customer Base Introduction By Tim Rauschenbach Vice President Business Development TARP WorldWide
3:30 PM 4:30 PM
Vincent Chiusano Manager of Customer Service US Green Building Council CLOSING KEYNOTE: Focusing on the Basics for Measurable ROI Tools and Technology in the Call Center to enhance the customer and agent experience Proactive Chat for Customer Support and Bottom Line Benefits
Michael Murphy Senior Manager, Call Center Innovation Earthlink
AGENDA | 4th Annual Call Center Summit 2009 January 26-29, 2009 | Disney Contemporary Resort
DAY 4 Post-Conference Workshops: Thursday, January 29, 2009 8:00 AM -10:55 AM
11:15 AM 2:15 PM
Workshop H: “This Means That”…Metrics that Matter from the CSR to the CEO
Workshop I: Managing Call Center and HomeBased Agents on an Integrated Online Platform
Darryl Flores Workforce Manager Southwest Business Corporation (SWBC)
Sanjay Kumar, Ph.D CEO Vcustomer Corporation
Workshop J: Improving Agent Productivity with Desktop Automation
Workshop K: Site Tour: Disney Destinations
Les Singleton Solutions Architect, Openspan Inc
Bob Simmonds VP of Travel Operations Disney Destinations
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