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					                                                                                                                                                        Register by
                                                                                                                                                          April 13th
                                                                                                                                                              and SAVE
                                                                                                                                                                       $1600


        8th

Call Center
          Annual




        Week
June 25-29, 2007
The Venetian, Las Vegas, NV
                                                                                                                                          Learn from
                                                                                                                                          Leading Innovators:
                                                                                                                                          • Starbucks Coffee Company New
Delivering ROI through                                                                                                                      Fortune 500 BusinessWeek Top 25 Best
                                                                                                                                            Customer Service
                                                                                                                                          • Ritz-Carlton Hotel Company LLC New

the Next Generation of                                                                                                                      BusinessWeek Top 25 Best Customer
                                                                                                                                            Service
Customer Experience                                                                                                                       • Coca-Cola New Fortune 100

                                                                                                                                          • Best Buy New Fortune 100 Fortune

                                                                                                                                            Magazine 2006 Most Admired
                                                                                                                                            Companies
Keynotes Include:                                                                                                                         • Caesar's Palace New Fortune 500

                                                                                                                                          • The NBA's Seattle Supersonics and
          Peter                       Dr. Alan G. Robinson   Beverly Stryker               Brian Grubb                Doug Buchanan
          Winemiller                  Professor, Isenberg    Quality Assurance             Corporate Director of      Senior Vice           WNBA Seattle Storm New 1to1 Media
                                                                                                                                            2006 Customer Champion
          VP Customer                 School of              and Training                  Learning & Content         President,          • Citistreet New Fortune 100

          Relations                   Management,            Manager                       Delivery                   Quality             • Pulte Homes New Fortune 500

          NBA’s Seattle               University Of          Starbucks                     The Ritz Carlton           Schneider           • Bath & Body Works Winner: 2006 Best

          Supersonics                 Massachusetts          Coffee Company                Hotel Company LLC          Electric              in Class Call Center
                                                                                                                                          • DaimlerChrysler Financial Services New

                                                                                                                                          • Health Net New Fortune 500


Why this event is Unique                                                                                                                  • Scotiabank Best Contact Center in

                                                                                                                                            Americas Award Winner
•   10 Hard Hitting Keynotes and Special Presentations             •   4 Site Tours including Caesar’s Palace, Zappos.com,                • Zappos.com BizRate’s Circle of


                                                                       Venetian and Williams Sonoma                                         Excellence 4th Time Award Winner
•   31+ Innovative Business Case Studies – no other event                                                                                 • Schneider Electric New

    comes close!                                                   •   2 Extended Masterclasses – Benchmarking Excellence &               • McKesson New Fortune 100

                                                                       Service to Sales                                                   • VW Credit New 2006 Finalist
•   39+ Dedicated Q&A opportunities with the speaker faculty
                                                                   •   The ONLY event supported by the Call Center Excellence               Workforce Management Professional of
•   12+ Hours of peer-to-peer Networking                               Awards                                                               the Year
                                                                                                                                          and many more…..


                   Chair Sponsor:            Co-Sponsors:                    Panel Sponsors:                        CD-Rom Sponsor: Researched & Developed by: Organized by:
Proudly
Sponsored
by:


                                    Register today: www.callcenterweek.com                                                      •    1-800-882-8684
          AGENDA | Call Center Week 2007
          June 25-29, 2006 ● The Venetian Resort Hotel Casino ● 3355 Las Vegas Blvd. South, Las Vegas,
          Nevada


          Day Two: Conference

          Tuesday, May 26, 2007


7:15am    Registration & Networking Breakfast


8:00am    Chairperson’s Opening Remarks

          Gene Schriver
          Executive Vice President
          Language Services Associates


8:15am    Featured Presentation:
          Moments Matter!: Building a Culture that Empowers Employees, Benefits Customers and Creates
          Loyalty Inside and Out

          Pete Winemiller
          Vice President, Guest Relations
          NBA’s Seattle Supersonics & WNBA’s Seattle Storm


9:00am    Keynote:
          Creating a Culture of WOW

          Andre Harris
          Director of National Customer Service
          Westfield LLC


9:45am    Morning Networking Break and Vendor Showcase


10:30am   Keynote:
          The Transition From Call Center Management to Customer Experience Management

          Syed Hasan
          CEO
          ResponseTek


11:15am   Keynote:
          Workforce Management – A Model for Controlling Chaos!

          Aaron Jacobs
          Call Center Manager
          VW Credit

                                           Visit us on the web at www.iqpc.com!
          AGENDA | Call Center Week 2007
          June 25-29, 2006 ● The Venetian Resort Hotel Casino ● 3355 Las Vegas Blvd. South, Las Vegas,
          Nevada


12:00pm   Featured Presentation:
          "Ideas Are Free"

          Dr. Alan G. Robinson
          Co-Author of the bestsellers "Ideas are Free" and "Corporate Creativity"
          Professor, Isenberg School of Management,
          University Of Massachusetts


12:45pm   Industry Roundtable Luncheon
12:45pm   Private Luncheon, sponsored by: Premier Cancun Vacations


          Track A:                     Track B:                   Track C:                Track D:
          People, Performance          Measurement and            Linking Voice of        Tools and Technology
          and Workforce                Process Improvement        Customer to Bottom
          Optimization                                            Line Impact

          3403-3503                    3402-3502                  3401AB-3501AB           3203-3303


2:00pm    Creating a Staffing          The Magic’s in the         Techniques for          Developing and
          Strategy to                  Measurement –              Transforming a Call     Implementing an
          Improve Your Contact         Pulling the Metrics out    Center from a Cost      Effective User Friendly
          Center Performance           of your Hat                Center into a Profit    Knowledge
          and Overall Customer                                    Center                  Management System
          Experience

          Jim Thistle                                             Henry Vazquez
          Sr. Director International   Robin Tuck,                Director of Customer    Susan Evilsizer
          Reservations &               Manager, HR Service        Services, Birch Point   Product Support
          Revenue Programs             Center                     Promotional Products    Manager
          Continental Airlines         Carilion Health System     TK Cups & Sorgs         McKesson




                                             Visit us on the web at www.iqpc.com!
         AGENDA | Call Center Week 2007
         June 25-29, 2006 ● The Venetian Resort Hotel Casino ● 3355 Las Vegas Blvd. South, Las Vegas,
         Nevada


2:45pm   Panel Session:           Self-Regulatory             Transitioning From        Simultaneous
         Developing               Standards: The Future       Cost Center To            Implementation
         Processes for            of Contact Centers          Revenue Generation        of New Technologies
         Reducing CSR
         Stress, Turnover and
         Burnout

         Moderator:
         Jeff Furst
         CEO
         FurstPerson

         Panelist:
         Rob Siefker
         Customer Loyalty
         Manager
         Zappos.com

         Melissa Fernandez        Tim Searcy                  Dennis Migel              Donald Stickney
         Senior Operations        CEO                         Vice President, Toronto   Assistant Director for
         Analyst, Customer        American Teleservices       Contact Center            311
         Nevada Power             Association                 Scotiabank                Minneapolis 311


3:30pm   Afternoon Networking and Refreshment Break


4:15pm   Free Session             Lean & Process              Front Line Leadership –   VR and Speech
                                  Improvement                 Reaping the               Technology
                                  Transformation              Financial Rewards

                                  DeWayne Acree
                                  Business Process            Jeremy Jones              Remus Siclovan
                                  Improvement Leader          Senior Training Manager   Senior Systems Analyst
                                  Therma Tru Corporation      Asurion                   Health Net




                                         Visit us on the web at www.iqpc.com!
          AGENDA | Call Center Week 2007
          June 25-29, 2006 ● The Venetian Resort Hotel Casino ● 3355 Las Vegas Blvd. South, Las Vegas,
          Nevada


5:00pm    Panel Session: How to      How to Fix a Broken        Covering all the bases:   Monitoring – Helping
          Champion the               Call Center – A Holistic   Quantifying the ROI of    the Business
          Customer Cause             View                       your Call center in a     Understand what the
                                                                manner the CFO will       Customer Wants
          Moderator:                                            accept
          Ginger Conlon
          Editor-in-Chief,
          Publications
          1to1 Media
          Peppers & Rogers
          Group | Carlson
          Marketing Worldwide

          Panelists:
          Pete Winemiller
          Vice President, Guest
          Relations
          NBA’s Seattle
          Supersonics &
          WNBA’s
          Seattle Storm

          Doug Buchanan
          Senior Vice President,
          Quality                                                                         Joe Caliro
          Schneider Electric                                    John Goodman              Executive Vice President
          North American                                        Vice Chairman             of Quality
          Operating Division                                    TARP Worldwide            HyperQuality
                                     Eric Roberts
          Dennis Migel               Senior Vice President,     Kim Boyer                 Michaud Ray
          Vice President – Toronto   Participant Services       Senior Response           Vice President of
          Contact Center             Centre                     Manager                   Customer Experience
          Scotiabank                 Citistreet                 Coca-Cola                 Allconnect, Inc.


5:45pm    Close of Conference Day Two


5:45pm-   Cocktail Reception
7:00pm


7:00pm-   3rd Annual Call Center Awards Dinner & Ceremony
9:15pm




                                           Visit us on the web at www.iqpc.com!
          AGENDA | Call Center Week 2007
          June 25-29, 2006 ● The Venetian Resort Hotel Casino ● 3355 Las Vegas Blvd. South, Las Vegas,
          Nevada


          Day Three: Conference

          Wednesday, May 23, 2007


7:15am        Registration & Networking Breakfast


8:00am        Chairperson’s Opening Remarks

              Gene Schriver
              Executive Vice President
              Language Services Associates


8:15am        Keynote:
              Creating the Best Possible Customer Experience and Understanding its Importance as the Key to
              Success

              Doug Buchanan
              Senior Vice President, Quality
              Schneider Electric North American Operating Division


9:00am        Featured Presentation:
              Legendary Service at the Ritz Carlton

              Brian Grubb
              Corporate Director of Learning and Content Delivery
              The Ritz-Carlton Hotel Company, L.L.C.


9:45am        Refreshment Break and Vendor Showcase


10:30am       Keynote:
              Return on Customer Connection

              Pati Crowley
              Director of Customer Experience
              Bath and Body Works


11:15am       Panel Session:
              Call Center Excellence Award Winner’s Panel




                                          Visit us on the web at www.iqpc.com!
          AGENDA | Call Center Week 2007
          June 25-29, 2006 ● The Venetian Resort Hotel Casino ● 3355 Las Vegas Blvd. South, Las Vegas,
          Nevada


12:00pm       Special Presentation:
              On-Demand Call Center Services – Key to Deploying a Virtual Call Center

              Prem Uppaluru
              President and CEO
              Transera

              Kevin Buckley
              Senior Manager, Financial Analysis and Reporting
              Office Depot


12:45         Networking Topic Table Luncheon


              Track A:                 Track B:                    Track C:                   Track D:
              People, Performance      Measurement and             Linking Voice of           Tools and Technology
              and Workforce            Process Improvement         Customer to Bottom
              Optimization                                         Line Impact

              3403-3503                3402-3502                   3401AB-3501AB              3203-3303


2:00pm        Top 10 Ways To           Establishing Key            Retain Your Best Agents    Taking Relationships
              Develop A Customer       Performance                 Through A Virtual Call     Off Hold The Role of
              Service Culture          Indicators for Offshore     Center                     Technology and
                                       Contact                                                Personal Interaction
              Jane Judd                Centers
              Senior Manager of
              Customer Loyalty
              Zappos.com,              Joseph Arsenault                                       Eric Camulli
              1 to 1 Media             Principal Analyst,          Paul Roscoe                Director of Technology
              Customer Champion        Member Services             President                  Virtual Hold
              2007                     AOL LLC                     Sentillion, Inc.           Technologies




                                          Visit us on the web at www.iqpc.com!
         AGENDA | Call Center Week 2007
         June 25-29, 2006 ● The Venetian Resort Hotel Casino ● 3355 Las Vegas Blvd. South, Las Vegas,
         Nevada


2:45pm       Panel Session:           Performance Metrics at      Telling You About Your      Panel Session:
             The Impact &             Jackson National Life       Business Today, To          Real-Time Visual
             Costs of Call Center                                 Better Manage               Communications in the
             Recruiting &                                         Tomorrow                    Call Center -
             Retention                                                                        Empowering Your
                                                                                              Team with Information
             Moderator:
             Michael Maffei
             President and CEO
             CallCenterClassifieds.                                                           Moderator:
             com                                                                              Andrew Bettis
                                      Ramona Butterson                                        Regional Sales Manager
             Panelist:                Manager of Call Center                                  Texas Digital
             Renee Brown              Support
             Senior Recruiter         Jackson National Life                                   Panelist:
             Vanguard                                                                         Henry Vazquez
                                      Rhonda Thomason             Michael Colbourn            Director of Customer
             Betsy Irizarry           Manager Quality             VP Marketing, Sales and     Services, Birch Point
             HR Director              Assurance                   Communications              Promotional Products
             PMSI                     Jackson National Life       Stowe Mountain Resort       TK Cups & Sorgs


3:30pm       Refreshment Break and Bingo Card Drawing


4:00pm       The Best Kept Secret     Increasing Employees’       A Customer Centric          End of Track D. Please
             in Outsourcing           Writing Skills In A Call    Approach To IVR Design      attend Track A, B or C
                                      Center Environment


                                      JoElla Horrocks
                                      Client Relations Manager
                                      – Training and
                                      Measurements
                                      O.C. Tanner
                                                                  Scott McIntyre
             Kimberly Armfield        Lyle Montgomery             Director of Multi-channel
             Program Manager          Training Coordinator        Development
             UNICOR                   O.C. Tanner                 Best Buy


4:45pm       Close of Conference Day 3




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