September 8th - Opening Reception & Bonus Workshop
Making your job easier starts with getting creative and regularly 
challenging conventional contact center wisdom by asking why and why not. During this session, Tim Montgomery, a highly regarded industry consultant, widely published author and popular speaker will share highlights from his experience working with some of the world’s most recognized service organizations. After the session, you’ll be able to return to your workplace with new ideas to help you address the seven most common contact center headaches – front line retention, outbound integration, agent incentives, coaching, performance metrics, size vs. productivity and communicating the center’s value to others.
September 9th - Full Day Conference
CONFERENCE SESSION ONE
Metrics and Performance Improvement
Measuring and Managing the Customer Experience
Robin Kibota, Six Sigma Master Black Belt, Director Business Process Improvement, Volt Workforce Solutions
In this workshop, you'll learn the basics of Lean Six Sigma and how it can be used in the contact center environment. Through the use of project examples, best practices and a group exercise, the speaker will outline easy-to-implement techniques that can be quickly applied in your organization. Participants will learn:
How to measure the Cost of Poor Quality
Quality tools including Process Mapping & Root Cause Analysis
Selecting the right metrics
Aligning Talent Assessment to Performance Metrics
Improving Caller Satisfaction
Tools & Technology
Contact Centers Go Social
David Lover, CTO, Cross Telecom
One of the biggest challenges for organizations today is managing the flow of information about their brands, products,and services that occurs in social media channels, including microblogs (such as Twitter), social networking sites (such as Facebook), blogs, and online forums. More an more, consumers use social media to "broadcast" word about the brands they like and perhaps more importantly, don’t like. With the introduction of each new media channel, the landscape changes, often dramatically, and organizations need to adjust quickly to stay ahead of the curve. To help achieve that goal, organizations now adopt formal processes that structure how their contact centers organize, distribute, and analyze the information they collect from many channels.
Join Cross Chief Technology Officer, David Lover for a discussion about the new multi-channel landscape and the tools your contact center will need to structure your process and effectively collect, organize, and distribute social media information within your organization. The result is faster turnaround on customer complaints, and increased responsiveness to your customer needs.
HR & Talent Management
Beyond Performance: Developing Employees That Delight Customers
Learn what high performing centers are doing to coach and develop their best employees. Topics discussed include:
CONFERENCE SESSION TWO
Metrics and Performance Improvement
Innovative New Models for Managing Quality Performance
Call Center Quality Managers Panel Discussion
Moderator - Oscar Alban, Principal Global Market Consultant, Verint Witness
Looking for a way to supercharge your quality program? Wonder what the leaders in our industry are doing to keep their competetive edge? In this workshop learn from a panel of Call Center Quality Managers that will share the details of heir quality programs.
Tools & Technology
The Call Center of the Future: Emerging Trends & Technologies
Mary Murcott, Call Center Futurist
HR & Talent Management
Performance Management Practical and Legal
The speaker will discuss how to properly document progressive disciplinary actions, including verbal discipline, written warnings, performance improvement plans, suspensions, and terminations. The presentation will also discuss practical tips every employer can follow to maximize employee efficiency through documentation. Additionally, the presentation will include best practices to follow so that an employer can limit any potential liability if disciplinary action is needed. Finally, the presentation will highlight pitfalls employers should watch out for with problematic employees.
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Learn proactive steps to address performance issues
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Understand dos and dont's of documentation
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Know what to do when seperation is necessary
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Get the latest HR legal updates
SPECIAL CLOSING SESSION
Moderator - Carol Trostle, Trostle & Associates
And the Winners Are...
Best Use of Technology - KCI
Best Work Environment - SWBC
Best Use of the Voice of the Customer - Nationwide
Best Employee Engagement Practices - Nationwide
2010 Contact Center of the Year - Nationwide