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					CALL CENTER DEMO & CONFERENCE DALLAS

CONFERENCE: JANUARY 27 - 29, 2003
EXPO: JANUARY 28 - 29, 2003

HOTEL INTERCONTINENTAL • DALLAS, TX

www.CCDemo.com

FEATURING:
• CCNG CALL CENTER SITE TOURS & RECEPTION
• CALL CENTER MAGAZINE’S PRODUCT OF THE YEAR AWARDS
• TOP REP SEMINAR
• EXCITING PRE-SHOW WORKSHOPS                                                                                                                                                                                                                                                                                                                                                                                                                                               MEET WITH THE LEADING MAKERS OF
• ATA & SWPP REGIONAL MEETINGS                                                                                                                                                                                                                                                                                                                                                                                                                                              CONTACT CENTER TECHNOLOGIES INCLUDING:
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            Acclaim Telecom Svcs • AG Communications Systems • AIM Technology • Altigen Communications, Inc. • Bay Bridge Decision Technologies • Billingsley Company •
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            Concerto Software • e-talk Corporation • eLoyalty • Envision Telephony • eOn Communications Corporation • Genesys • Genesys/Telera • IEX Corporation, a Tekelec
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            Company • Lumenvox • MicroAutomation Inc • NEC America Inc • PHONE PRO • Phonetic Systems • RYI Solutions • Siemens Enterprise Networks, LLC •
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            SYMON Communications Inc • Telephony@Work, Inc • Teltronics • Texas Digital Systems Inc • The High Ground Of Texas • Witness Systems

                                                                                                                                                                                                                                                                                                                                                                                                                                                                            (partial exhibitor list)



  Interested in receiving a FREE print subscription to Call Center Magazine? Simply go online at http://subscribe.callcentermagazine.com/tshow and follow the on-screen instructions.


   CMP Media LLC, 12 West 21st Street, New York, NY 10010




     Media Sponsors:
                                 Premier Sponsor:
                                                                                                                     ,

                                                                           ,
                                                                                                                                                                                                                                                                                                                                                                             CUSTOMER CARE PRACTICES
                                                                                                                                                                                                                                                                                                                                                                                                                   CUSTOMER CARE OPERATIONS




                                                                                                                                                         TWO KEYNOTE ADDRESSES
                                                                                                                                                                                                                                                                                                                                                                                                                                                   FOUR CONFERENCE TRACKS




                                                                                                                                                                                                                                                                          TELEWORKING IN CALL CENTERS
                                                                                                                                                                                                                                                                                                            TECHNOLOGY TOOLS FOR CUSTOMER CARE




                                                           BOB FLETCHER, VP Customer Care, T-Mobile




     Endorsed by:
                                                                                                      LISA ARTHUR, VP CRM & Services Marketing, Oracle




                                 Premier Media Sponsors:
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                C O N F E R E N C E




                                                                                                                                                                                                                                                                                                                                                                                                                                                   FEATURING:



                                                                                                                                                                                                                                                                                              • TOP REP SEMINAR




                       produced by:
                       Telework Conference
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                5




                                                                                                                                                                                                                                  • EXCITING PRE-SHOW WORKSHOPS BY ICMI
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         In conjunction with




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             MORE THAN 70 EXHIBITING COMPANIES WITH INTERACTIVE PRODUCT DEMONSTRATIONS




                                                                                                                                                                                                                                                                                                                                                                                                       • CCNG CALL CENTER SITE TOURS & RECEPTION
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        JANUARY 27 - 29, 2003




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    DALLAS, TX

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               www.CCDemo.com
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 INTERCONTINENTAL




                                                                                                                                                                                 • ATA BREAKFAST RALLY & SWPP REGIONAL MEETINGS
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                HOTEL




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   SAVE $50 with a FREE Exhibit Hall Pass • www.CCDemo.com




                                 Produced by:
                                                                                                                                                                                                                                                                                                                                                 • CALL CENTER MAGAZINE’S PRODUCT OF THE YEAR AWARDS
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                B R O C H U R E
5 IT’S A NEW DAY IN DALLAS                                                                                                                                                                                                                 PRE-SHOW EVENTS
    Kick off the year right! As the most successful launch in our history, last year’s                                                           THE SECOND ANNUAL TELE WORK CONFERENCE
    Call Center Demo & Conference Dallas brought CMP Media’s winning pedestal                                                                                                A well-planned and implemented telework program can reduce corporate expenses, enhance profit
                                                                                                                                                                             margins, increase employee productivity and morale, reduce employee turnover, and benefit both
    formula straight to “the heart of Texas”. The 2003 event will showcase cutting-edge                                                                                      the environment and community. Whether you already have an active telework program or are
                                                                                                                                                                             planning to implement one, the Second Annual Telework Conference provides an ideal opportunity
    technology that is reinventing the contact center industry, as well as provide plenty of                                                                                 to learn from experts how to develop, deploy and improve your company’s telework program.
                                                                                                                                                 Whatever your level of expertise, you’ll take home invaluable information for you and your company.
                                                                                                                                                                                                                                                             Produced by:
    educational opportunities to help boost your team’s knowledge and productivity.                                                              At the Telework Conference, experts will share their telework experiences, exhibitors will demonstrate
                                                                                                                                                 cutting-edge teleworking technology, and attendees will learn proven strategies for deploying a successful
                                                                                                                                                 telework program. Session Track One, Implementing a Telework Program, will provide important infor-
                                                                                                                                                 mation on formulating the business case for a telework program to present to management, implement-

  KEYNOTE ADDRESSES                                                                                                                              ing a telework program, and ensuring health, safety, IT and security in the home office. Session Track
                                                                                                                                                 Two, Improving Your Existing Telework Program, will provide key information on improving and tweaking Gold Sponsors:
                                                                                                                                                 your telework program, the best telework program practices, overcoming obstacles encountered, and the
  TUESDAY, JANUARY 28                       9:00am-10:00am              WEDNESDAY, JANUARY 29                          9:00am-10:00am            latest technologies that enable effective teleworking. Conference attendees will also participate in round-
                                                                                                                                                 table discussions with telework experts focused on pertinent issues such as management and training of
                                                                                                                                                 teleworkers, IT, legal issues, government resources for teleworking and strategies for playing office poli-
                               KEEP YOUR                                                              WORLD CLASS                                tics from home. For full session descriptions and telework information go to www.nttc.ws/telework
                               CUSTOMERS!                                                             COACHING
                               LISA ARTHUR                                                            TO WORLD CLASS                             THE FUNDAMENTALS OF CALL CENTER MANAGEMENT
                                 ,
                               VP CRM & Services Marketing
                               Oracle                                                                 SUCCESS                                                                Brad Cleveland, President, Incoming Calls Management Institute (ICMI)
                                                                                                      BOB FLETCHER                                                     This popular, eye-opening seminar unlocks the secrets of effective call center (contact center, help
                               Anticipating and proactively                                             ,
                                                                                                      VP Customer Care                                                 desk) management. Taught by Brad Cleveland, a prominent author and consultant, this lively
                                                                                                      T-Mobile                                   course is a must for directors, managers, analysts and those in support positions. In step-by-step format, you’ll learn
                               meeting the requirements of                                                                                       fundamental principles of value and performance, how to achieve service level and response time objectives with quali-
                               your customers is sometimes                                            Knowledge and skills drive                 ty, how to accurately forecast, staff and schedule, and the tradeoffs between average speed of answer, service level,
                                                                                                                                                 occupancy, trunkload and staff. Whether you are a new manager or a veteran in search of a dependable refresher, this
                               viewed as an unattainable, yet                                         every key metric in the contact
                                                                                                                                                 session provides the knowledge and confidence you need to excel in today’s demanding customer contact environment.
 worthy goal. But in reality, this essential success fac-               center. To improve those metrics - such as revenue,
                                                                                                                                                 BRAD CLEVELAND is president of ICMI, and he has worked with call centers across five continents. He is a frequent keynote speaker and has been featured
 tor for retaining customers is fairly easy to achieve. All             turnover and customer satisfaction - contact center                      in publications ranging from The Washington Post to Inc. Magazine. He has also appeared on North American and European business television programs. Brad
                                                                                                                                                 is co-author of Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Inbound Environment. Recently, Brad and ICMI founder, Gordon
 that’s required is a willingness to gather customer                    agents must have the information and skills needed                       MacPherson, were nominated for the prestigious Computerworld Smithsonian 21st Century Pioneer Award for their innovative work in call center management.
 intelligence, analyze this resource periodically in the                to deal with customers quickly and effectively.
 context of the other customer information on file,                     Now, contact centers have the technology to immedi-                      RESULTS-ORIENTED MONITORING AND COACHING
 then use it as part of your normal customer-facing                     ately identify agents’ strengths and weaknesses with-                                                Rebecca Gibson, Manager of Educational Services, Incoming Calls Management Institute (ICMI)
 business processes. Customer intelligence begins                       out observing every call. But, your technology isn’t                                           More than ever, the principles and tools presented in this highly-rated seminar are essential to any
                                                                                                                                                                       manager, supervisor or trainer who is responsible for agent performance. Learn how to leverage
 with an understanding of the products and services                     everything. It doesn’t answer the phone and talk to                      the value of each customer contact, while creating a motivating and productive environment that elevates your organiza-
 being used by the customer, as well as the relation-                   your customers – people do. How do contact center                        tion’s quality and productivity initiatives. The best monitoring and coaching programs consistently inspire employee and
                                                                                                                                                 customer confidence and loyalty. Discover ICMI’s proven approach to bringing out the best in every agent and delivering
 ship with the customer, augmented with survey tools                    managers find a balance? What skill sets are required
                                                                                                                                                 a “wow” experience to every customer, every contact - while boosting overall call center performance.
 that determine the customer’s communication chan-                      in today’s multi-channel center? What technologies
                                                                                                                                                 REBECCA GIBSON has a long history of working in the contact center industry. She comes to ICMI after both working as a call center consultant and with
 nel preferences, enabling the company to customize                     are available for the coach? Bob will discuss a better                   a large outsource telecenter, one of the largest in the country handling both inbound and outbound calls. Gibson’s work at the heart of interaction center
                                                                                                                                                 operations have provided her with a unique perspective that allows her to see the integral role each person plays in interaction center performance. As a
 interactions and ensure that customer needs are                        way to train agents, determine what agents need to                       Program Manager, she led the company’s first multiple channel program for a leading e-commerce client and launched programs for clients ranging from
                                                                                                                                                 established health care organizations to emerging technology companies.
 always met. Proactive customer care can also increase                  know, what managers need to know and how to build
 revenue through additional service contract sales and                  stronger customer loyalty.
                                                                                                                                                 CALL CENTER WORKFORCE MANAGEMENT: BEYOND THE BASICS
 upsell/cross-sell opportunities. Attend this seminar to
 find out how you can use these powerful analytics                      BOB FLETCHER brings more than twenty-eight years of call center                                      Jay Minucci, Vice President of Consulting Services, Incoming Calls Management Institute (ICMI)
                                                                                                                                                                         You’ve worked hard to create a solid forecasting process that will enable you to staff more accu-
 tools to increase customer satisfaction (and increase                  experience to T-Mobile (formerly Voicestream), where he is responsi-                             rately. You carefully calculate base staff, add a rostered staff factor and build schedules to meet
 revenue) before you lose your valuable customer to a                   ble for the direction of over 3,000 call center agents. As Vice          your service level by half-hour. How can you continue to improve the process so that your results are more accurate
                                                                                                                                                 and better predict the future? Jay Minnucci will help you take your call center beyond the basics of forecasting and
 competitor!                                                            President of Customer Service for the entire eastern seaboard, Bob       staffing. In this session, we will examine forecasting approaches, cleaning the data, measuring forecast accuracy, tiered
                                                                        brings a unique industry perspective unlike any other. Most notably,     scheduling and real time management. If you already have a solid forecasting and staffing process in place, but are
                                                                                                                                                 looking to take your planning to the next level, register for this session today!
 LISA ARTHUR is vice president, CRM & Services Marketing for            he has served as SVP, Operations for iFLEET, where he built two
                                                                                                                                                 JAY MINUCCI has over 15 years of experience running mission-critical call center and customer services operations. Before joining ICMI’s Consulting
 Oracle Corporation, the worlds largest enterprise software company.    world-class contact centers for roadside assistance. Both of which       Division, he was Director of Operations for The Hartford Customer Services Group (HCSG), an award-winning 800 seat, multi-site operation. His proficiency
                                                                                                                                                 in forecasting, staffing, planning and quality models helped build the organization into an industry leader, with consistent service levels, low attrition and
 She is responsible for marketing Oracle CRM applications,              were awarded the J.D. Power and Associates award for outstanding         among the industry’s highest customer satisfaction ratings.
 Outsourcing, and Consulting and Education Services globally. With      customer service. Since entering the call center industry 28 years ago
 more than 15 years of marketing experience, Ms. Arthur has             as a manager at South Central Bell, Bob has consulted with more          CALL CENTER SITE TOURS & RECEPTION
 authored articles and presented at many prestigious events around      than 1,000 call centers and trained more than 15,000 managers and        MONDAY, JANUARY 27                             1:30 PM - 5:30 PM
 the world. Some of her key speaking engagements include keynotes at    supervisors worldwide. Former clients include: Gateway, Pitney                                    The CCNG Greater Dallas team extends a special welcome and invitation to participate in
                                                                                                                                                                          their showcase of area call centers. This event is hosted and organized by the local greater
 the American Marketing Association Strategy Conference, Direct         Bowes, Ameritech and Hong Kong Telecom.
                                                                                                                                                 Dallas area CCNG membership. Attendees will have the opportunity to tour cutting edge centers and discuss the inte-
 Marketing Association annual conference, Gartner Asia, Frost &                                                                                  gration of technology, people and processes. A networking reception will follow back at the hotel.
 Sullivan, Customer Contact World, as well as at leading universities                                                                            For more information about CCNG, please visit their website at www.ccng.com or contact them at 800-840-CCNG.

 such as Stanford.



                                                              CMP Media LLC, 12 West 21st Street, New York, NY 10010                             Register Now: 800-441-8826 (M - F 9:00am - 4:00 pm PST) or www.CCDemoWest.com
SPECIAL EVENTS                                                                                                                                            CUSTOMER CARE OPERATIONS
CCSF EXECUTIVE INSIGHTS BREAKFAST                                                                                You’re familiar with tools such as workforce management software and call monitoring systems. You understand what
TUESDAY, JANUARY 28             7:30 AM– 8:45 AM                                                                 they’re capable of. But do you know the most effective ways to employ these tools in your call center?
                                                                                                                 If you’re looking for answers, the sessions within this track fit the bill. Listen to real-life examples from call center man-
                         The largest investment a contact center makes is in the people - but are we really      agers about how they are transforming every aspect of their operations – from hiring to training – through the judicious
                                                                                                                 use of top-notch tools and services. You’ll also learn how to evaluate agents’ performance more accurately and how to
                         doing everything possible to ensure their success within the organization? The
                                                                                                                 determine which transactions make the most sense to automate.
                         Customer Contact Strategy Forum (CCSF) is a peer community of senior execu-
                         tives focused entirely in the contact center industry. Vice President of CCSF, Erika
                                                                                                                 TUESDAY, JANUARY 28             10:15 – 11:30 AM                  WEDNESDAY, JANUARY 29               10:15 – 11:30 PM
                         Van Noort will provide an overview of the top issues and challenges that are
                                                                                                                 CO1: Winning Ways of Workforce                                    CO4: Computer-Based Training:
keeping members awake at night along with approaches on innovative people management.
                                                                                                                 Management                                                        Smart Move or Conventional Wisdom?
                                                                                                                 Workforce management tools are widely available,                  How is e-learning different from learning? Does put-
                                                                          SEPARATE REGISTRATION REQUIRED
TOP REP                                                                                                          but few call centers use them.Those that do have a lot            ting courses on CDs or on-line really enable agents to
                                                                                                                 to show the others, and what they have to share goes              develop skills more quickly? We welcome skeptics to
TUESDAY, JANUARY 28              8:30 AM - 4:00 PM (EXHIBIT HALL CLOSES AT 5:00 PM)
                                                                                                                 beyond scheduling shifts. At this session, learn about            this session, which examines how real-life call centers
                                                                                                                 key issues — such as call patterns, agents’ training              train agents using a combination of live instruction in
                       Called the “Cirque du Soleil” of the call center industry, TOP REP is partnering with     needs and union requirements — that actual call cen-              classrooms and courses that reside on computers.
                       Call Center Demo & Conference to educate, reward, and energize your agents. Join          ters are encountering as they put workforce manage-               Discover what techniques the speakers at this session
                       industry leaders for a world-class educational event that energizes, inspires and         ment systems in place. This session is a must for any             find most effective to sharpen agents’ skills and ensure
                       equips your best reps to reach their leadership potential. Executives - Bring your reps   manager whose call center faces the challenge of                  agents continue to apply these skills for the long term.
to the Hotel Intercontinental on January 28. Read the reviews and register today at www.tamerpartners.com        implementing workforce management tools. Come                     Speakers: Carl Pollock, Director of Training, Hilton
or 1-800-500-1156 for more information.                                                                          prepared to share your own experiences and to ask                 Reservations Worldwide
                                                                                                                 questions of our expert panelists.
                                                                                                                 Speakers: Tracey Sloan, Project Manager, Call Center              WEDNESDAY, JANUARY 29               12:30 – 1:45 PM
                                                                                                                 Services, Working Solutions                                       CO5: Analyzing Performance Vs.
                                                                                                                                                                                   Winging It
                                                                                                                                                                                   How often have you or your colleagues claimed to be
PRODUCT OF THE YEAR AWARDS & COCKTAIL RECEPTION                                                                  TUESDAY, JANUARY 28             1:00 – 2:15 PM
                                                                                                                                                                                   improving performance without defining what per-
TUESDAY, JANUARY 28              6:00 PM - 8:00 PM                                                               CO2: Learning from Customers                                      formance means? Are single-digit abandon rates or
                                                                                                                 Through Quality Assurance                                         service levels in the high 90s enough to prove that
This year marks the 7th year of Call Center Magazine’s coveted Products of the Year awards. Since 1996,          Who can best educate agents on how to serve cus-                  your team is up to par? To understand your call cen-
our publication has flagged the best of the best: in workforce management, quality assurance, training, head-    tomers? Why it’s your customers, of course! But it’s              ter’s strengths and weaknesses in serving customers,
sets, CRM and numerous other contact center products. More than ever, the focus of these awards will be on       not as simple as it sounds. To provide agents with the            reports are not enough; you need insight. Join expe-
the front-end software that is so critical to agent performance and contact center operations. As a growing      feedback they need to grow in their jobs, you should              rienced managers who outline which combinations of
number of hardware and software offerings also boast 3rd-party integration, plus Web, hosted and multi-          be able to listen to, and evaluate, how agents commu-             performance indicators have the greatest impact on
channel functionality, the bar of excellence that 2003’s award recipients have achieved will indeed be high.     nicate. The call center managers who are speaking at              their call centers. The speakers also share their
                                                                                                                 this session show you how to go about selecting crite-            methodologies for looking beyond raw data to discov-
Get a sneak preview of this year’s winners by attending our Products of the Year Information Session. Join       ria for evaluations. They also advise you on how to               er underlying trends that point up opportunities for
Group Publisher Ruthann Fisher and Editor-in-Chief Warren Hersch as they introduce the people and com-           guarantee that all agents find out in a timely manner             improvement. If you’re looking for alternatives to
panies behind 2002’s most innovative products. This session is sure to have you spell-bound as you learn         what they’re doing well, and where they can improve.              ACD reports to gauge your call center’s performance,
about the cutting-edge in contact center technology.                                                             Speakers: Jim Antonevich, CEO, Metrix Matrix; Tracey              this session is the one to attend.
                                                                                                                 Sloan, Project Manager, Call Center Services, Working             Speakers: Ted Fremon, Call Center Manger, Telvista;
                                                                                                                 Solutions                                                                           ,
                                                                                                                                                                                   Ellen Corcoran, VP Consumer Sales, Verizon

                                                                                                                                                                                   WEDNESDAY, JANUARY 29               2:00 – 3:15 PM
                                                                                                                 TUESDAY, JANUARY 28             2:30 – 3:45 PM                    CO6: Diamonds in the Rough or
                                                                                                                 CO3: Speeding Along Satisfaction                                  Fools’ Gold? How to Hire the Best
ATA SOUTH CENTRAL CHAPTER BREAKFAST RALLY                                                                        With Speech                                                       Agents
WEDNESDAY JANUARY 29                 7:00 AM –8:45 AM                     SEPARATE REGISTRATION REQUIRED         Your customers know the drill. Before they can speak              Identifying the right agents for your center is a chal-
                                                                                                                 with agents, they connect with automated systems                  lenge no matter how many positions you have to fill.
                         Join your peers at ATA’s Breakfast Networking Rally and enjoy an                        that prompt them to enter account numbers, plus a lot             When deciding whom to hire, the most important part
                        energizing & inspirational message from guest speaker, Michael Tamer:                    of other digits, from touchtone phones. Thanks to                 isn’t studying resumes or conducting interviews: it’s
                        “Lifetime Value-able”. For registration, call Deborah Lovell 972-682-5453                technology, customers can be confident they’ll reach              distinguishing between skills you can teach and traits
                                                                                                                 agents who ask for the same information they just                 that you can’t. The good news for you: the call center
                                                                                                                 spent several minutes keying in. It doesn’t have to be            managers speaking at this session know the difference.
REGIONAL SWPP MEET                                                                                               this way. With speech recognition, customers can                  They’ve tried numerous methods of assessing prospec-
                                                                                                                 accomplish tasks, like scheduling travel reservations,            tive agents, and they’ve learned what works best.
WEDNESDAY, JANUARY 29                7:00 AM – 8:45 AM                    SEPARATE REGISTRATION REQUIRED         with ease. And they can do it without waiting for                 They’re ready to show you, too, how to identify what
                                                                                                                 agents, punching in digits or repeating themselves.               agents can do and what they’re likely to do if you hire
                        Join the Society of Workforce Planning Professionals at this breakfast to network        Don’t believe it’s possible? Come to this session to              them. If you’re stuck in a hiring rut, and don’t know
                        with your peers and discuss the issues of utmost concern to you.                         hear how leading businesses use speech recognition in             how to dig yourself out, come to this session to learn
                        For more information or to register for this event, contact SWPP Executive Director      their call centers to speed transactions and satisfy              proven techniques you can use to mine for talent.
                        Vicki Herrell at 877-289-0004 or vicki.herrell@swpp.org.                                 customers.                                                        Speakers: Maria Luksa, Staff Relations Manager,
                                                                                                                 Speakers: Bob Mackman, Senior Director, Reservation                                 ,
                                                                                                                                                                                   Conway Vance, VP Human Resources, AB&C Group;
                                                                                                                 Sales, Amtrak                                                                     ,
                                                                                                                                                                                   Nolan Raines, VP Direct Banking Manager, Comerica
                                                                                                                                                                                   Bank



                                            CMP Media LLC, 12 West 21st Street, New York, NY 10010               Register Now: 800-441-8826 (M - F 9:00am - 4:00 pm PST) or www.CCDemoWest.com
  AGENDA AT A GLANCE                                                                                                                                 Registration Opens at 7:30 am on Tuesday and Wednesday

Monday JANUARY 27           Pre-Show Events

 8:30am-5:30pm    2nd Annual TELEWORK Conference produced by the North Texas Technology Council For full details go to www.nttc.ws/telework                                                                      8:30am-5:30pm

8:30am-12:30pm    The Fundamentals of Call Center Management Developed and Presented by Brad Cleveland, President, Incoming Calls Management Institute (ICMI)                                                    8:30am-12:30pm

8:30am-12:30pm    Results-Oriented Monitoring and Coaching Presented by Rebecca Gibson, Manager of Educational Services, Incoming Calls Management Institute (ICMI)                                              8:30am-12:30pm

8:30am-12:30pm    Call Center Workforce Management: Beyond the Basics Presented by Jay Minucci, VP, Consulting Services., Incoming Calls Management Institute (ICMI                                              8:30am-12:30pm

12:30pm-1:30pm    Luncheon (open to both Call Center & NTTC Conference Delegates)                                                                                                                                12:30pm-1:30pm

 1:30pm-5:30pm    CCNG Site Tours & Networking Reception                                                                                                                                                         1:30pm-5:30pm


  Tuesday JANUARY 28           Exhibit Hall Hours   10:00am-5:00pm


        8:00am    CCSF Breakfast Panel                                                                                                                                                                           8:00am

9:00am-10:00am    Keynote Address: Lisa Arthur, VP, CRM and Services Marketing, Oracle Corporation                                                                                                               9:00am-10:00am

                  CUSTOMER CARE                                    CUSTOMER CARE                                                TECHNOLOGY TOOLS FOR                      TELEWORKING IN
                  OPERATIONS (C0)                                  PRACTICES (CP)                                               CUSTOMER CARE (CT)                        CALL CENTERS (TT)

10:15am-11:30am   CO 1 : Winning Ways of                           CP 1 : How to Put Your Call Center                           CT 1: How Does Your Customer Service      TT 1: Proven Best Practices of         10:15am-11:30am
                  Workforce Management                             in the Spotlight                                             Stack Up? Ask Your Customers!             Remote Agent Call Centers

11:30am-1:00pm    Networking Luncheon and Visit Demo Hall (open to both Call Center & NTTC Conference Delegates)                                                                                                 11:30am-1:00pm

 1:00pm-2:15pm    CO 2 : Learning from Customers                   CP 2 : Multi-Channel Service: Key to                         CT 2: Listening to Your Customers         TT 2: Seamless Call Centers            1:00pm-2:15pm
                  Through Quality Assurance                        Customers or Cornball Cliché?                                Through Automated Speech Analytics        Through Remote Agent Technology

 2:30pm-3:45pm    CO 3 : Speeding Along Satisfaction               CP 3 : Customer Support:                                     CT 3: The Economics of Contact Center     TT 3: Selecting, Training and          2:30pm-3:45pm
                  With Speech                                      Live Help or Do it Yourself?                                 Voice and Data Convergence                Managing Remote Agents

 3:45pm-5:00pm    Visit Exhibit Hall                                                                                                                                                                             3:45pm-5:00pm


5:30pm - 7:30pm   Cocktail Party & Product of the Year Awards Ceremony                                                                                                                                           5:30pm - 7:30pm


  Wednesday JANUARY 29             Exhibit Hall Hours    10:00am-4:00pm


        8:00am    Continental Breakfast (open to Conference Delegates)                                                                                                                                           8:00am

9:00am-10:00am    Keynote Address: Bob Fletcher, VP, Customer Care (Eastern Region), T-Mobile                                                                                                                    9:00am-10:00am


10:15am-11:30am   CO 4 : Computer-Based Training:                  CP 4 : Cutting Costs Without Slashing Service:               CT 4 : Implementing e-Service Solutions   TT 4 : Disaster Avoidance & Recovery   10:15am-11:30am
                  Smart Move or Conventional Wisdom                How Outsourcers and Staffing Firms Can Help                  to Help Customers Help Themselves

11:30am-12:30pm   Luncheon and Visit Exhibit Hall (open to both Call Center & NTTC Conference Delegates)                                                                                                         11:30am-12:30pm


12:30pm-1:45pm    CO 5 : Analyzing Performance Vs.                 CP 5 : What Happened to CRM?                                 CT 5 : New Techniques in                                                         12:30pm-1:45pm
                  Winging It                                                                                                    Customer Care Voice Technology             For more information regarding
                                                                                                                                                                           the telework conference go to:
 2:00pm-3:15pm    CO 6 : Diamonds in the Rough or                  CP 6 : Certification:                                        CT 6 : Outbound Predictive CRM - The       www.nttc.ws/telework                  2:00pm-3:15pm
                  Fools' Gold? How to Hire the Best Agents         Peace of Mind or Piece of Paper?                             Missing Piece in Today's CRM Equation



                                                CMP Media LLC, 12 West 21st Street, New York, NY 10010                           Register Now: 800-441-8826 (M - F 9:00am - 4:00 pm PST) or www.CCDemoWest.com
CUSTOMER CARE PRACTICES                                                                                                          TECHNOLOGY TOOLS FOR CUSTOMER CARE
As a customer service manager, you’re responsible for your company’s reputation. That includes the service customers         Technologies like voice over IP and speech recognition are making their way into more call centers. Will you be ready
receive by phone, on-line and in person. But do practices like customer relationship management help or hinder your abili-   when it comes time to deploy these technologies in yours?
ty to accommodate the needs of your customers? And even if these practices help, can your company still make money?          It’s not enough to know the acronyms. If you’re getting ready to make decision about the future of your company’s call
Come to these sessions to hear about these and other challenges customer care managers are facing today, and how             center, attending the sessions within this track can help you understand what new technologies do and how to prepare
they’re meeting them. You’ll also learn how to champion and earn recognition for your call center’s contributions to your    your call center to implement them. You’ll gain insight on the impact of these technologies on customer service and your
company.                                                                                                                     bottom line.


TUESDAY, JANUARY 28           10:15 – 11:30 AM                 WEDNESDAY, JANUARY 29             10:15 – 11:30 PM            TUESDAY, JANUARY 28           10:15 – 11:30 AM                WEDNESDAY, JANUARY 29              10:15 – 11:30 PM
CP1: How to Put Your Call Center in                            CP4: Cutting Costs Without Slashing                           CT1: How Does Your Customer                                   CT4: Implementing eService
the Spotlight                                                  Service: How Outsourcers and                                  Service Stack Up? Ask Your                                    Solutions to Help Customers Help
Are the members of your call center team feeling               Staffing Firms Can Help                                       Customers!                                                    Themselves
under-appreciated and ignored, despite your best               Many companies these days have two goals: reduce              Monitoring customer service levels is a purely subjec-        The quickest way to reduce contact center costs is to
efforts to motivate them? Is turnover among agents             expenses and decrease headcount. Chances are that             tive process without direct feedback from your tough-         get your agents off the telephone. However self-serv-
higher than usual? The speakers at this session have           your call center is a target for both. But there comes        est critics – your customers. This session will look at       ice does not need to mean less service to your cus-
been there. From them you’ll learn the most effective          a point where a lack of resources undermines your             new automated customer feedback system tools                  tomers. This session will provide an overview of self-
ways to communicate your call center’s achievements            ability to serve customers. And aren’t customers the          designed to collect customer input and proactively            service solutions, including pros and cons, and a guide
to your company’s executives, and how to get the               reason you have a call center? Working with out-              develop action plans aimed at process improvements            to proper usage of self-service technologies. Potential
resources your center needs to provide world-class             sourcers and staffing firms are worthwhile options to         and enhanced customer care. If your contact center            customer base stratification, financial benefits, and
service. The speakers also share their top techniques          consider if you want to lower costs without sacrificing       agents are doing their own surveys as part of their           guidelines for proper implementation and pitfalls to
for reducing turnover.                                         service. The speakers at this session explore the pros        wrap-up process it is time to update your processes           avoid will be reviewed. In addition, the benefits of
Speakers: Ann Swain, Director, Call Center Operations,         and cons of both types of arrangements, and show you          and automate your approach to this critical task.             eService to the customer in the form of hold-time
Southwestern Bell                                              how to determine which one is right for you.                  Speakers: Tom Kehler, SVP Informative Systems; Rod
                                                                                                                                                      ,                                    elimination, faster problem resolution, and 24 x 7
                                                               Speakers: Linda D’Amato, Sr. Mgr. Customer Care,              Lehman, VP Marketing, Satmetrix
                                                                                                                                        ,                                                  availability will be developed.
TUESDAY, JANUARY 28           1:00 – 2:15 PM                   Linksys;                                                                                                                    Speakers: Kristin Robertson, President, KR Consulting
CP2: Multi-Channel Service: Key to                                                                                           TUESDAY, JANUARY 28           1:00 – 2:15 PM
Keeping Customers or Cornball                                  WEDNESDAY, JANUARY 29              12:30 – 1:45 PM            CT2: “Listening” to Your Customers                            WEDNESDAY, JANUARY 29              12:30 – 1:45 PM
Cliché?                                                        CP5: Whatever Happened to CRM?                                Through Automated Speech Analytics                            CT5: New Techniques in Customer
Your call center doesn’t exist in a vacuum. Customers          Remember customer relationship management                     Voice logging and recording tools have proven their           Care Voice Technology
judge the service you offer based on their collective          (CRM)? Years ago, like back in the late 1990s, CRM            usefulness in agent assessment, monitoring and train-         Voice technology has improved dramatically in the
experiences with your company in stores, on the phone          was a hot, new concept that emphasized the need for           ing, and as general management tools for call centers.        past few years. New advances now allow sophisticat-
and on your Web site. But are the customers who                companies to tie together information about cus-              Call center managers should now treat the recorded            ed speech recognition and speaker verification, as well
make purchases by calling your call center the same            tomers to help serve them better. Is still CRM hap-           conversations as databases for content analysis tools         as advanced methods of navigating the call center
who buy on-line? If so, are they the customers you             pening – assuming it ever did — and if so, where? Join        that will suggest proactive behaviors for business            with a human voice. In an industry where trimming
should aim to keep? Hear different perspectives of             our select group of panelists to find whether the prin-       development, campaign compliance, legal, marketing,           seconds off a call can mean millions of dollars saved
our expert panelists about how much multi-channel              ciples of CRM have a place in call centers today, and         operations, and sales executives. This session will           per year, these technologies can achieve rapid returns
service really contributes to the bottom line. Whether         to learn about companies where CRM efforts are                examine the advantages in efficiency and call center          on investment. Attendees at this session will learn
you’re a call center manager who’s never met the Web           making a positive impact.                                     campaign compliance that can be gained through use            how these tools can also improve security measures
folks in your company, or you’re responsible for all           Speakers: Ben Holtz, President & CEO, Green Beacon            of these new technologies.                                    and significantly increase their customers’ satisfac-
aspects of customer service, this session is one you           Solutions;                                                    Speakers: Roy Twersky, President, Utopy; Susan                tion levels.
can’t miss. Come with questions and comments; this                                                                                         ,
                                                                                                                             Millspaugh, VP Mktg., APAC Customer Services                  Speakers: J.D. Howard, President & CEO, Phonetic
controversial topic is sure to get people talking!             WEDNESDAY, JANUARY 29              2:00 – 3:15 PM                                                                           Systems; Jack Reilly, President & CEO, Parlance
Speakers: Jim Endres, Dir., Call Center Tech. & Ops,           CP6: Certification: Peace of Mind or                          TUESDAY, JANUARY 28           2:30 – 3:45 PM                  Corporation
LANDS’ End; David Daniels, Analyst, Jupiter Research           Piece of Paper?                                               CT3: The Economics of Contact
                                                               The position of call center agent is more than a job;                                                                       WEDNESDAY, JANUARY 29              2:00 – 3:15 PM
                                                                                                                             Center Voice and Data Convergence –
TUESDAY, JANUARY 28           2:30 – 3:45 PM                   it’s part of a career path. In many fields, from soft-
                                                                                                                             The Way to Savings and Increased                              CT6: Outbound Predictive CRM – The
CP3: Customer Support: Live Help or                            ware development to social work, professionals docu-                                                                        Missing Piece in Today’s CRM
                                                               ment their progress along their career paths by               Effectiveness
Do It Yourself?                                                                                                              The convergence of voice and data has been a driver           Equation
No-frills airlines save customers money for those who          achieving certification. Should the same be true in
                                                                                                                             of change in the enterprise for several years. This           Current CRM solutions do an adequate job of identi-
are willing to forego meals and paper tickets. With            call centers? If so, should agents and managers meet
                                                                                                                             trend has now reached the customer contact center.            fying a customer who initiates a call into a customer
service, as with travel, when you set customers’ expec-        the same standards? Or is it better to apply different
                                                                                                                             Case studies depicting successful contact center              contact center, matching the client’s history with the
tations in advance, customers understand they get              standards, for example, among technical support cen-
                                                                                                                             implementations using VoIP-based solutions with an            contact, and responding appropriately. Contact center
what they pay for. But will customers go along with            ters or outsourcers? Hear from speakers with first-
                                                                                                                             emphasis on enhancements to customer service and              and support service managers should be implement-
no-frills support, where they have to pay extra to             hand experience with call center certification about
                                                                                                                             economic savings will be presented. Speakers will pro-        ing strategies to complement this “sales and support”
receive assistance from live support reps? Is it               whether a certificate guarantees better performance.
                                                                                                                             vide business case inputs that can assist you in your         sequence, and provide outbound customer support
enough to provide automated systems, like on-line              Speakers: Russ Reynolds, Mgr., N. American Welcome
                                                                                                                             planning efforts. Also presented will be the appropri-        based on other triggers linked to the CRM cycle.
knowledge bases that customers look up themselves?             Centers, XEROX; David Scott, Customer Service
                                                                                                                             ate planned goals and objectives of VoIP implemen-            Leading Web-centric contact center solutions now
The speakers at this session give you the scoop on             Manager, NuCo2
                                                                                                                             tations including enhanced customer service, ease of          provide superior proactive customer care - shouldn’t
proven methods of providing support that generate                                                                            implementation, and cost reductions.                          call centers do the same? Learn how make your con-
revenue and please customers.                                                                                                Speakers: Zoltan Poleretzky, Mgr., Product Mktg.,             tact center more proactive, exceed customer support
Speakers:                                                                                                                                                                                  expectations, and make up-selling an integrated part
                                                                                                                             Customer Contact System, Cisco Systems; Jay
                                                                                                                             Henderson, Sr. Product Manager, Call Center                   of your center’s strategy.
                                                                                                                             Applications, Vertical Networks                               Speakers: Stephen Bell, Sr. Dir. Product Marketing,
                                                                                                                                                                                           Epiphany; Doug Turk, General Manager, Product
                                                                                                                                                                                           Business Unit, Inforte




                                                   CMP Media LLC, 12 West 21st Street, New York, NY 10010                    Register Now: 800-441-8826 (M - F 9:00am - 4:00 pm PST) or www.CCDemoWest.com
TELEWORKING IN A CALL CENTER                                                                                                                                                                                                              REGISTRATION FORM
aTeleworking is an ideal match for call centers. Today, many call centers use thousands of remote agents from wide geo-       CONFERENCE: January 27-29, 2003                                        EXPO: January 28-29, 2003
graphic regions for all their employment needs, saving the call centers significant real estate costs, reducing employee      Hotel Intercontinental • Dallas, TX
                                                                                                                                                                                                                                                                                                www.CCDemo.com
turnover, increasing productivity, improving employee morale and ensuring call center viability in the event of a disaster.
                                                                                                                              REGISTER TODAY: 1. Online: www.CCDemo.com 2. Fax: 415-947-6020 3. Call: 800-441-8826 or 415-947-6130 (M-F 9am - 4pm PST)
Learn what is necessary to establish a successful remote agent call center or to transition your current call center into     4. Mail: Call Center Demo & Conference Registration, CMP Media LLC, 600 Harrison Street, San Francisco, CA, 94107, Attn: Rafael Robles
one with remote agents. You will also gain valuable insights into what attributes are important in an employee for tele-
working, the current and future technologies for remote agent call centers, and how remote call centers can be an             Cancellation Policy - All Cancellations must be in writing. Full refund less $100 service charge up to September 23, 2002. 50% refund up to
                                                                                                                              October 3, 2002. No refunds after October 3, 2002. Substitutions are allowed at any time with the written permission of the original registrant.
extremely powerful tool in addressing contingency planning and disaster recovery.
                                                                                                                              Name __________________________________________________________________________________________ Title _________________________________________________
                                                                                                                              Company _____________________________________________________________________________________________________________________________________________
TT1: TUESDAY, JANUARY 28             10:15 – 11:30 am           TT4: WEDNESDAY, JANUARY 29               10:15 – 11:30 am
                                                                                                                              Address_______________________________________________________________________________________________________________________________________________
Proven Best Practices of Remote                                 Disaster Avoidance & Recovery
                                                                                                                              City ____________________________________________________________________ State___________________ Zip _________________________________________________
Agent Call Centers                                              The realities of today’s global, geopolitical and busi-
Experts from successful remote agent programs will              ness environment create a new imperative to distrib-          Country _________________________________________________________ Postal Code ________________________________________________________________________
share their enthusiasm for the many benefits telework           ute your human capital (your agents) so that you              Phone ____________________________________________________________________ Fax ________________________________________________________________________
programs provide from their call centers. You will              avoid the risk of having too many resources in one            E-mail Address _______________________________________________________________Priority Code (from mailing label) _____________________________________
learn the best practices of how to: employ work-at-             location that could be impacted by acts of terrorism,
                                                                weather events or local ‘wildcat’ labor problems. The         ❑ I am interested in exhibiting at this event.                     Important Notice: Call Center Demo & Conference is a trade-only event. You must be at least 21 years old and a
home, part-time and split-shift agents, reduce your                                                                                                                                              qualified buyer of Call Center Technology, Applications and Products to visit the exhibit floor.
agent ‘churn’ and training expenses, minimize real              technology of today (and tomorrow) enables forward
                                                                thinking call centers to take advantage of geography                                                                                                                                                             Early Bird    After 1/03/03
estate costs, enjoy higher levels of customer and
                                                                and previously untapped pools of highly skilled               ❑ Premium Conference Package — Includes your choice of Pre-Show events, Two-day Conference Program,                                                $1395.00         $1495.00
employee job satisfaction and reduce your operating                                                                             Conference Materials, Breakfasts and Lunches, Cocktail Receptions, Demo Hall Pass and Keynote Addresses .
costs.                                                          agents, while at the same minimizing the costs of
                                                                                                                                Please select ONE pre-show choice below:
Speakers: Michael Amigoni, COO, ARO; Sally Hurley,              insurance and other variables.                                   ❑ The Fundamentals of Call Center Management & Call Center Tours                   ❑ Results-Oriented Monitoring and Coaching Training (All Day)
Chief Strategy Officer, VIP Desk; Dan Kenney, Director          Speakers: Tim Houlne, CEO, Working Solutions;                    ❑ Call Center Workforce Management: Beyond the Basics & Call Center Tours          ❑ 2nd Annual Telework Conference (All Day)
of Telephone Sales, Thrifty Car Rental                          Kristina Laumer, Vice President, Teltone;                     ❑ Standard Conference Package — Includes admission to Two-day Conference Program, Conference Materials,            $1095.00           $1195.00
                                                                Andrew Fernandes, Director of Compliance,                      Breakfasts and Lunches, Cocktail Reception, Demo Hall Pass and Keynote Addresses
TT2: TUESDAY, JANUARY 28              1:00 – 2:15 pm            Agility Recovery                                              ❑ Pre-Show Package — Includes your choice of Pre-Show events, Cocktail Reception, Demo Hall Pass and Keynote Addresses                  $550.00
                                                                                                                               Please select ONE pre-show choice below:
Seamless Call Centers Through                                                                                                   ❑ The Fundamentals of Call Center Management & Call Center Tours                 ❑ Results-Oriented Monitoring and Coaching Training (All Day)
                                                                TT5: WEDNESDAY, JANUARY 29               12:30 – 1:45 pm
Remote Agent Technology                                                                                                         ❑ Call Center Workforce Management: Beyond the Basics & Call Center Tours        ❑ One-and-a-half day Telework program (including Tuesday Call Center Telework sessions)
Experts will share with you how the use of technolo-            Converting from Bricks & Mortar
                                                                                                                              ❑ Telework Conference Package (Monday, January 27 ONLY) — Includes admission to One-day Telework Conference Program ONLY               $300.00
gy enables their remote workers to appear the same              Call Center to a Virtual Call Center                           Conference Materials, Breakfast and Lunch, Cocktail Reception, Demo Hall Pass and Keynote Addresses
to the customer and supervisor as other in-center               This session will provide comprehensive information           ❑ Site Tours Only — Includes Pre-Show Call Center Tours (to local call centers), Cocktail Reception,                                   $200.00
workers. We will examine the technology involved in             on, and insight into, converting to a virtual call cen-        Demo Hall Pass and Keynote Addresses
supporting teleworkers and remote agents. While                 ter, including developing and implementing a plan of          ❑ Demo Hall Only — Includes Admission to Demo Hall Pass and Keynote Addresses             FREE (Online only - www.ccdemowest.com)
there are a few technology differences in supporting            action, technology considerations and much more.                                                                                                                                              Save $50 on-site
remote agents compared to the standard in-center                Learn how to manage, measure, and motivate remote
cabling, remember ALL major ACD manufacturers                   agents. Do you know the differences from a legal
support remote agents with their hardware and soft-             standpoint of having remote agents? Anyone con-                  $100-OFF EARLY BIRD REGISTRATION BY SEPTEMBER 18, 2002                                                                (certification packages not included)

ware – the ACD and reporting packages do not care               sidering a virtual call center solution should attend
                                                                this session.                                                    Method of Payment - Total Enclosed: $_____________
where the agent resides physically.                                                                                              s Check # __________________ Enclosed in US Funds payable to CALL CENTER DEMO & CONFERENCE
Speakers: Scott Shute, President & CEO, e-Talk;                 Speakers: Michael Amigoni, COO, ARO; Stephen
                                                                                                                                 Note: payment in full must be received prior to conference start date
Nortel, Mike Betzer, CEO, Ineto; Laura Powers,                  Rockwood, Co-founder, Alpine Access
                                                                                                                                 Mail checks to: Call Center Demo & Conference Registration, CMP Media LLC, 600 Harrison St., 2nd floor, San Francisco, CA 94107, Attn: Rafael Robles
Marketing Manager, Nortel Networks                                                                                               Charge my s AMEX s VISA              s Master Card Credit Card # __________________________ Exp. Date ________________________________________________
                                                                TT6: WEDNESDAY, JANUARY 29               2:00 – 3:15 pm
                                                                                                                                 Print Name __________________________________________________________________Signature ______________________________________________________________________
TT3: TUESDAY, JANUARY 28             2:30 – 3:45 pm             Proven Best Practices of Remote
Selecting, Training and Managing                                Agent Call Centers                                              GROUP DISCOUNT: Register 3 or more from the same company and get 15% discount off total. Exhibiting companies receive 25% off
Remote Agents                                                   Experts from successful remote agent programs will              conference registration. CCNG members receive 15% discount. Please call or fax in your registration to ensure proper processing of discount.
Learn how to build upon your already established                share their enthusiasm for the many benefits telework           1. Do you buy, specify, recommend,               s Utilities                                    s Technical support/Help desk     4. What type of Call Center
agent screening, hiring and training processes to               programs provide from their call centers. You will                 approve, sell, resell,                        s Healthcare/medical                             manager                            do you manage?
                                                                learn the best practices of how to: employ work-at-                distribute or influence the                                                                  s Training manager                   s Inbound
select individuals who will thrive in a remote work                                                                                purchase of call center, help                 s Wholesaling or distribution
                                                                home, part-time and split-shift agents, reduce your                desk/customer support or                      s Retailing (primarily catalog-                s Other support manager              s Outbound
environment. Online screening technology will be                                                                                                                                   based)                                       s Other sales/marketing manager
                                                                agent ‘churn’ and training expenses, minimize real                 other related products or                                                                                                         s Sales
highlighted in conjunction with industry standard                                                                                  services?                                     s Retailing (all other)                        s Other corporate/Call Center
                                                                estate cost, Enjoy higher levels of customer and                                                                                                                                                     s Customer Service
training techniques. Human Resource consideration                                                                                   s Yes     s No                               s Transportation/Aviation/                       manager
                                                                                                                                                                                                                                                                    s Help Desk
will be discussed, such as home office safety, work-            employee job satisfaction, and reduce your operating                                                                Aerospace                                   s CIO/VP/Director/Chief of IS
                                                                                                                                2. What is your organization’s                   s Teleservices bureau                          s Telecommunications/               s Product Support
man’s compensation and other jurisdictional and tax-            cost.                                                              primary business activity at
                                                                                                                                                                                 s Consulting/Training                            data communications/              s Dispatch
ation issues.                                                   Speakers: Monica Mejia, Director of Client                         your location?                                                                                 networking manager
                                                                                                                                                                                 s Other business or professional                                                   s Collections
Speakers: Tamara Schroer, Quality Manager, Working              Services,Ensenada; Mike Parnitzke, President,                      s Advertising /Marketing/                                                                    s IP telephony/internet/ intranet
                                                                                                                                      Publishing/Media/Enter-tain-                 services                                                                         s Don’t yet have a Call Center
                                                                Parnitzke Consulting Group                                                                                                                                        manager
Solutions; Doug Feirstein, Co-President, LiveOps;                                                                                     ment/Travel/Hospitality                    s Other
                                                                                                                                                                                                                                s Systems or software develop-    5. How many call centers are in
Bard Chodera, VP Willow CSN
                ,                                                                                                                  s Computer or telecommunica-       3. Select the job title that best                           ment manager                       your entire organization?
                                                                                                                                      tions manufacturing or software    describes your work function:
                                                                                                                                      publishing                                                                                s Systems analysis/systems inte-    s 5 or more
                                                                                                                                                                         s CEO/President/                                         gration/engineering manager       s4
                                                                                                                                   s Computer or telecom VAR, VAD,          Chairman/ Owner
                                                                                                                                      systems or network integrator                                                             s Other IS/IT manager               s3
                                                                                                                                                                         s Executive VP/VP/ Director/GM                         s Consultant
                                                                TRAVEL INFORMATION                                                 s Telecommunications services                                                                                                    s2
                                                                                                                                                                         s CFO/Controller                                       s VAR/VAD/System Integrator
                                                                For hotel and travel reservations                                  s Manufacturing (non-computer                                                                                                    s1
                                                                                                                                      related)                           s Telemarketing/sales/ fundrais-                       s Training/Education
                                                                contact Expo Travel at                                                                                     ing manager
                                                                                                                                   s Finance/banking/insurance/real                                                             s Other allied to the field
                                                                800-829-2281 or 201-444-0060                                          estate/legal                       s Credit/collections manager
                                                                                                                                   s Government and military             s Customer service manager

                                                                                                                                 If you do not wish to receive future communications from Call Center related events via e-mail, fax, or regular mail please check appropriate box: s e-mail   s fax     s mail



                                                    CMP Media LLC, 12 West 21st Street, New York, NY 10010                           Register Now: 800-441-8826 (M - F 9:00am - 4:00 pm PST) or www.CCDemoWest.com

				
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