CCCon 2011

nashville
live from

E l e vat i n g t h e C u s t o m e r E x p e r i e n c e
t o C e n t e r S ta g e

March 21–24, 2011
g ay l o r d opryland N a s h v i l l e , TN

ww w. C o n ta c t C e n t e r 2 0 11 . co m • 8 7 7. 5 3 5 . 0 7 0 7

Table of
Contents Elevating the Customer
Experience to Center Stage
Keynote Presentations..............3-4
Join innovative thought leaders at the Contact Center Conference
Networking Activities.................... 5
& Expo 2011 in Nashville, March 21-24. The conference will
Program Overview......................6-7 focus on contact center professionals dedicated to advancing the
Schedule at a Glance................. 8-9 profession and elevating the customer experience to center stage.
Pre-Con Workshops............... 10-11 This dynamic conference offers high-quality sessions, networking
Site Tours..................................... 12 events, intriguing keynotes and a comprehensive vendor hall to
Session Breakouts. ............... 13-21
. help you gather the information you need for effective contact
Hotel & Travel..............................22 center management and decision making. Learn strategies to
Exhibit Hall..................................22 address the fast-moving evolution of the contact center industry,
giving you the competitive edge to advance your career.
Registration Packages..................23
Why Nashville? Nashville is a city that resonates with life and
moves to the beat of every kind of song. It’s a place where
southern charm and a vibrant city peacefully coexist to create
a destination that appeals to the interests of every visitor.
There’s no better place to educate, energize and return to the
Main Package office with an improved dedication to the customer experience.
Price: 1,295.00 before 2/11
$
2 $1,695.00 after 2/11 The city of music is waiting for you!
Includes: Register today at www.ContactCenter2011.com
u5 exceptional keynotes and general sessions
u 36
conference breakout sessions in seven
comprehensive tracks
Conference Tracks:
u Power-Ups Roundtable Discussions
Strategic Planning
u Lightning Talk Sessions
u The
CC 2011 Exhibit Hall – interactive
exhibits featuring the latest tools, technologies Quality Customer Experience Management
and services from leading vendors
u The Expo Hall Happy Hour Booth Crawl Workforce Management
u CC 2011 Conference Party
u Three
breakfasts, two lunches and
beverage breaks
Multi-Channel Management
u Participation
in Expo Prize Giveaway –
an exciting prize giveaway of high tech Agent Hiring, Development Retention
gifts donated by leading industry vendors

Contact Center Technology

Virtual Workforce

877.535.0707
www.ContactCenter2011.com

keynote
p r e s e n tat i o n s

Starbucks: Make the right choice:
Creating the Total Leading successful Teams
Customer Experience during Turbulent Times

Joseph Michelli Joel Zeff
Best Selling Author, Radio Host Author, International
and International Speaker Speaker and Consultant
Monday, March 21, Tuesday, March 22,
4:00pm – 5:30pm 2:15pm – 3:30pm

Joseph Michelli is the author of the Starbucks It’s difficult to have fun and stay passionate at work
Experience: Five Principles for Turning Ordinary during stressful times. Your employees build stress
into Extraordinary. He will share his inside access after each negative media report or change in the
to the internal workings that have made Starbucks workplace. In order to maintain a fully functional
the powerful brand it has become. A contact center contact center it is important to lead your teams
has the unique opportunity to create the customer with success. Although business today means
experience that supports and exemplifies the brand surviving and thriving during a merger, layoff or the
whether that is selling coffee or any other product all encompassing restructuring it is possible to be
or service in the marketplace. successful. How do managers continue to motivate
3
Joseph Michelli will focus on the total customer and energize employees during difficult times?
experience which impacts the brand. He will share Managers must help employees stay in the game;
techniques that can be utilized to improve the work in the moment; and take ownership of
customer experience in a way which will increase their happiness.
customer loyalty and retention thereby having a Joel Zeff leads the audience through a series
direct impact on the bottom line of your organization. of exercises that demonstrates how easy it is
Join us in this powerful, engaging, and knowledge to continue working creatively, effectively and
packed session to turn your contact center productively while dealing with change. This
experience into one that creates the ultimate interactive and hilarious presentation will teach
customer experience. Learn how Starbuck’s created managers the importance of creating opportunity
the ultimate customer experience and walk away and giving positive support to their employees.
with new strategies for your organization. Just as important, managers must allow employees
to create ownership. Ownership and responsibility
will allow the employee to care. And once the
Joseph A. Michelli has been described as “catching employee starts to care, the next step is passion.
what is right in the world and playfully sparking
people and businesses to grow toward the
extraordinary.” Through keynote presentations, he Joel Zeff’s spontaneous humor and vital messages
transfers his knowledge of exceptional business have thrilled audiences for years. As a national
practices and explores ways to develop joyful speaker and humorist, Joel captivates audiences
and productive workplaces with a focus on the with a unique blend of hilarious improvisational
total customer experience. His insights encourage comedy and essential ideas on work and life.
leaders and frontline workers to grow and invest Corporations and organizations nationwide seek
passionately in all aspects of their life. him out to motivate and energize their employees.

keynote
KEYNOTES s e n
p r e tat i o n s
Keynote Presentations

Getting Great Employee Southwest Airlines: Ground Hog Day:
Results: Turning Talent Creating High Performance Escape from
Into Performance Organizations Punxsutawney

Garrison Wynn Jason Young Kirk Weisler
Speaker, Advisor, Former Senior-level Manager
CCA Chief Morale Officer
Author at Southwest Airlines

Wednesday, March 23, Wednesday, March 23, Thursday, March 24,
8:45am – 10:00am 3:45pm – 5:00pm 11:15am – 12:30pm

In this keynote, results from the largest Southwest Airlines has given the Have you ever felt as if your efforts
management survey ever conducted are business world a textbook example in the contact center are producing
combined with real-life management that providing fabulous customer the same results, day in, and day
and leadership solutions. Learn service and maintaining high out? You go to work every day,
techniques to get the most from your employee morale in a low-cost and every day it’s the same thing.
contact center employees, regardless environment is possible—and indeed Are you living “Ground Hog Day”
of their skill level, and turn talent into profitable. But what is the real story? in your organization?
performance. Leaders will learn to As a key developer of Southwest Change is difficult, and business
manage their ego-driven top producers Airlines’ legendary positively leaders often fall into routines that
and how to help their low performers outrageous customer service and blur the opportunities to achieve
fight their way to the middle. leadership training programs, Jason the great results to stand out as
It’s also important to manage people Young knows that great culture true leaders in the organization. Kirk
does not just happen. Beyond the
4 using methods they respond to so they
will decide to stay with your contact headlines and the hype, he shares the
Weisler demonstrates the secret to
making positive changes and building
center. In order to improve employee real inside story behind the success of a great culture within your contact
retention it’s important to understand the company consistently rated No. center that will break you out of your
how to listen and make people feel 1 in customer service and employee daily routine, making managing fun
heard, how to hire for talent and turn satisfaction. Best of all, you will learn again! He will unlock the passion you
this talent into top performance as how you can implement these proven had when you first stepped foot into
well as how to create a culture of organizational principles in your your current position and were ready
excellence with promising people. contact center. to take on the world! Learn how to
The ability to lead a contact center Attend and learn to identify and help your team not only adapt to
into high-performance is dependent develop the essential factors that change but embrace it.
on your ability to lead people. Attend impact performance for any call center:
and learn how to achieve great contact leadership principles, management
center employee results. practices, team alignment and Kirk Weisler helped to create a
employee behavior. Using Southwest Contact Center culture so rich in
Airlines as a role model, you will learn ownership spirit, engagement, and
Garrison Wynn helps people learn to improve the essential factors for measurable results that he was
how to make the jump from your contact center. invited to share his approach first
being great at what they do to nationally, then internationally. He
understanding and developing the now travels around the world sharing
qualities it takes to be chosen for the Jason Young was part of Southwest everyday things leaders can do to
job. He gets them to understand why Airlines for ten years and was a key positively influence, nurture, and
their products, services, or leadership driver in creating and developing build super cool cultures and high
styles—or those of their competitors— the company’s innovative training performance teams.
are selected. programs for its successful leadership
and customer service culture that
have become renowned in the
business world today.

877.535.0707

networking
a c t i v i t i e s

CC 2011 offers networking opportunities for you Dinner Groups
to share best practices with other leaders who are Tuesday, March 22, 6:00pm – 8:00pm
driving change in the industry. Whether you attend Interested in networking with other professionals
the Happy Hour Booth Crawl, Lightning Talks, Dinner over dinner? Visit the registration desk and sign up
Groups, Power Up Roundtables or the exclusive for a dinner group. You will dine with other professionals,
conference party, you will build a social network that have an opportunity to meet and greet, and discuss what
will give you the inside connection to what others matters most to you. If you’re looking to reach outside your
are doing to be successful in your Contact Center. social core, participating in a dinner group will help you
network with other contact center managers facing the
same challenges. Each dinner guest is expected to pay
Exhibit Hall Happy Hour for their individual meals... really a small price to pay
Booth Crawl for a new network of colleagues.
Monday, March 21, 5:30pm – 7:00pm
Gather in the CC 2011 Exhibit Hall for a Happy Hour Power-Up issues Solutions
Booth Crawl. You will start your evening off with a drink Wednesday, March 23, 8:00am – 8:30am
on us! Network with your colleagues as you unwind
Breakfast roundtables focused on driving solutions
and visit with leading vendors in the industry. to current issues – facilitated peer discussions
Make the most out of your breakfast time and
Lightning Talks join other contact center managers in facilitated
Tuesday, March 22, 7:45am – 8:15am discussions. Each breakfast table will have a topic
Imagine hearing a hot topic – the immediate, meaningful, chosen by you! Topics reflect your most pressing
most powerful element of a session – compressed into a issues that you are facing each day. We’ll provide
small 8-minute lightning talk. These sessions will feature a the facilitator, but it’s up to you and your colleagues
variety of speakers and topics designed to educate, entertain to discuss how to solve these important problems.
5
and motivate you, as you rotate between speakers who will These roundtables are designed to help you learn,
share their expertise in just a few minutes. Every lightning socialize and network at your fullest potential.
topic you attend brings you closer to a drawing for an iPod Pre-registration is not required, simply join us
touch that will take place at the end of the session. for breakfast and be ready to discuss.

Conference party
Wednesday, March 23, 7:00pm – 10:00pm
Southern charm meets the vibrant city of Nashville during the exclusive CC 2011 Conference Party.

program
o v e rv i e w

Strategic Planning
From aligning contact center goals to the corporate mission to making the decision to outsource, this track will
discuss the often used and frequently misunderstood subject of strategic planning. Like customer service, strategic
planning is a set of processes that leaders in an organization use to set the direction of an organization.

101 Delivering on Your Brand Promise
201 Service Leadership
401 Moving Agent Metrics Into Action
601 Getting the Budget You Need
701 Source the Work, Maintain the Culture
801 Managing Change in Your Contact Center

Quality Customer Experience Management
This track will explore the critical role of assessing, surveying, monitoring and analyzing the work of contact center
agents. These “moments of truth” are a vital part of understanding the customer’s experience with your company.

102 The Quality Revolution Being Led by Performance Analytics
301 Transforming the Customer Interaction with Behavioral Change
501 Strengthening the Most Vulnerable Link
602 Act Smart, Be Profitable: Intelligent Practices for Improved Customer Interactions
604 Inside the Zappos Contact Center
6 802 Better By Design: Call Routing That Satisfies
901 Using Customer Interaction Analytics to Mine the Voice of the Customer

Workforce Management
There are few jobs more complex and more critical to the performance of the contact center than that of the
workforce manager. Even with today’s software tools, workforce management still involves the judgment and
understanding of a human being. This track will explore and discuss the various aspects of forecasting, scheduling,
and staff planning.

103 Metrics for Evaluating Workforce Management Team Success
302 WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios
504 Schedule Adherence: Is Adherence Really the Problem? Learn the Facts and Get Rid of the Fiction
703 Panel Discussion: All Things Workforce Management
803 Secrets of a Forecasting Junkie

CONFERENCE PROGRAM BOARD
At CCA we believe that stakeholders in the industry should drive everything that we do – and our conferences are no exception.
The purpose of the Conference Program Board is to create a cutting edge conference program. Conference speakers, tracks and
sessions are guided by the board and their input helps CCA to offer advanced level conferences for contact center managers.
Board members are generally industry practitioners, consultants, professional speakers or solution providers.

Boyd Bowling Linda Harden Greg Levin Tim Montgomery
Department of Defense Contact Center Pipeline GregLevin.com Cooney Solutions Group
Tim Dewey Tiffany LaReau Charles McCann Marilyn Saulnier
B Virtual Inc. Human Numbers, LLC Oklahoma State University Service Agility
Rich Hand Robert Last Jay Minnucci Lesley Vereen
Contact Center Association Contact Center Association Service Agility Service Agility

Multi-Channel Management
Contact centers no longer serve their customers only with the telephone. Today, customers can use a wide variety
of channels (ie. eSupport, Self-service, Email, IVR, Chat, Social Media) to reach a contact center. This track will
examine the impact of a multi-channel contact center on the host organization’s operations and on the employees
that support the different channels.

104 Optimizing Customer Communication in a Multichannel World
304 Web Chat: The Secret to Delighting Your Customers
403 Best Practices in Integrating Social Media into Your Customer Service Strategy
603 Success with the Multi-Channel Call Center
804 Customer-Centric Is Mobile-Centric: Determining the Right Mix for Effective Call Centers

Agent Hiring, Development Retention
This track is packed with compelling and actionable sessions on how leading contact centers attract, assess, train
and engage top agent talent to ensure optimal performance and customer loyalty. If you are looking to fortify your
frontline with highly capable and committed specialists in customer service, support and/or sales, you can’t afford
to skip this critical track.

202 A Very Long Engagement: Top Tactics in Agent Motivation and Retention
402 Is Your Training Gen X / Y Friendly?
502 Revenue Reps: Turning Service-Oriented Agents into Sales Stars
702 How to Assess Customer Service Agent’s Writing Skills Before (or after) You Hire Them 7
902 Who is Piloting Your Contact Center?

Contact Center Technology
This track will explore the critical role that technology plays in the operation of the contact center. Using
technology in the contact center environment is more than flipping a switch, it also includes the need to
understand the complexity of integrating technology with human beings.

203 The Impact of the Millennial Generation on the Contact Center
303 A Better Way to Ensure Your IVR Application Does What it’s Supposed to Do
503 What’s New? What’s Hot? What’s Right for My Center?
704 Ensure Quality Customer Experiences Through Automated Monitoring of Contact Center Technologies
903 sCRM: Moving Beyond the Hype to Add Value to the Contact Center

Virtual Workforce
Virtual Workforce models for customer service have grown tremendously over the last decade. Recent workforce
trends have accelerated adoption of at-home agent models for contact centers. This track will explore the trends,
complexity of starting, managing, and analyzing an at-home or telecommuting program. We will provide case
studies and success stories of at-home models for customer service operations.

204 Virtualizing and Centralizing the Contact Center through Technology
404 Changing with the Remote Workforce
904 Realizing Maximum Results With Virtual Customer Care

schedule
At a g l a n c e

Sunday, March 20, 2011
7:00am - 8:00am Continental Breakfast
7:00am - 5:00pm Registration Information
8:00am - 5:00pm 2-Day Pre-Conference Workshops (Day 1 of 2)
Pre-1: Managing a High Impact Contact Center, Marilyn Saulnier
Pre-2: Workforce Management and Beyond: Efficiency that Builds Loyalty, Jay Minnucci

Monday, March 21, 2011
7:00am - 8:00am Continental Breakfast
8:00am - 4:00pm 2-Day Pre-Conference Workshops (Day 2 of 2)
Pre-1: Managing a High Impact Contact Center, Marilyn Saulnier
Pre-2: Workforce Management and Beyond: Efficiency that Builds Loyalty, Jay Minnucci
8:00am - 11:30am 1/2-Day Morning Pre-Conference Workshops
Pre-3: The Refreshing Leader, Kirk Weisler
Pre-4: Managing a Virtual Workforce, Tim Dewey
Pre-5: Quality Monitoring Coaching in the Contact Center, Robert Last
8:00am - 11:30am Morning Site Tours
Site Tour 1: NHL Predator’s Bridgestone Arena
12:30pm - 3:45pm 1/2-Day Afternoon Pre-Conference Workshops
Pre-6: Moving Metrics into Action, Tim Montgomery
Pre-7: Bridging the Gap Between Social Media and Customer Service, Mary Naylor
8 12:30pm - 3:45pm Afternoon Site Tours
Site Tour 3: Deloitte CallCenter
4:00pm - 5:30pm Opening General Session: The Starbucks Experience: Creating the Total Customer Experience, Joseph Michelli
5:00pm - 7:00pm Exhibit Hall Open
5:30pm - 7:00pm Exhibit Hall Happy Hour Booth Crawl

Tuesday, March 22, 2011
7:30am - 8:30am Breakfast
7:45am - 8:15am Lightning Talks
8:45am - 9:45am Session Block 1
101: Delivering on Your Brand Promise, Marilyn Saulnier
102: The Quality Revolution Being Led by Performance Analytics, Joseph McFadden
103: Metrics for Evaluating Workforce Management Team Success, Dan Rickwalder
104: Optimizing Customer Communication in a Multichannel World, Lori Bocklund
201: Service Leadership, Pete McGarahan
202: A Very Long Engagement: Top Tactics in Agent Motivation and Retention, Greg Levin
203: The Impact of the Millennial Generation on the Contact Center, William Durr
204: Virtualizing and Centralizing the Contact Center through Technology, Robert Lamb
11:15am - 12:15pm Session Block 3
301: Transforming the Customer Interaction with Behavioral Change, Miriam Nelson
302: WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios, Penny Reynolds
303: A Better Way to Ensure Your IVR Application Does What It’s Supposed to Do, Mike Burke
304: Web Chat: The Secret to Delighting Your Customers, Jim Borum

Simply follow these track colors to find topics suited to your issues.

Strategic Q
uality Workforce Multi-Channel Agent Hiring, Contact Center Virtual
Planning Customer Management Management Development Technology Workforce
Experience Retention
Management

12:15pm - 2:15pm Lunch
2:15pm - 3:30pm General Session: Make the Right Choice: Leading Successful Teams During Turbulent Times, Joel Zeff
3:45pm - 4:45pm Session Block 4
401: Moving Agent Metrics Into Action, Tim Montgomery
402: Is Your Training Gen X / Y Friendly?, Ann Ward
403: Best Practices in Integrating Social Media into Your Customer Service Strategy, Mary Naylor
404: Changing with the Remote Workforce, Tim Dewey
6:00pm - 8:00pm Networking Dinner Groups

Wednesday, March 23, 2011
8:00am - 8:30am Power-Up Issues and Solutions
8:45am - 10:00am General Session: Getting Great Employee Results: Turning Talent Into Performance, Garrison Wynn
501: Strengthening the Most Vulnerable Link, Ann Gray
502: Revenue Reps: Turning Service-Oriented Agents into Sales Stars, Tom Stanfill
503: What’s New? What’s Hot? What’s Right for My Center?, Lori Bocklund
504: Schedule Adherence: Is Adherence Really the Problem? Learn the Facts and Get Rid of the Fiction, Wendy Fowler
11:30am - 12:30pm Session Block 6
601: Getting the Budget You Need, Marilyn Saulnier

602: Act Smart, Be Profitable: Intelligent Practices for Improved Customer Interactions, Pete McGarahan
603: Success with the Multi-Channel Call Center, Jason Williams
9
604: Inside the Zappos Contact Center, Myra Golden
12:30pm - 2:30pm Lunch
2:30pm - 3:30pm Session Block 7
701: Source the Work, Maintain the Culture, Jay Minnucci
702: How to Assess Customer Service Agent’s Writing Skills Before (or after) You Hire Them, Leslie O’Flahavan
703: Panel Discussion: All Things Workforce Management, Moderated by Marilyn Saulnier
704: Ensure Quality Customer Experiences through Automated Monitoring

of Contact Center Technologies, Mike Burke
3:45pm - 5:00pm General Session: Southwest Airlines: Creating High Performance Organizations, Jason Young
7:00pm - 10:00pm CC 2011 Conference Party

Thursday, March 24, 2011
801: Managing Change in Your Contact Center, Sheri Green
802: Better By Design: Call Routing That Satisfies, Jay Minucci
803: Secrets of a Forecasting Junkie, Tiffany LaReau
804: Customer-Centric Is Mobile-Centric: Determining the Right Mix for Effective Call Centers, Mary Cook
901: Using Customer Interaction Analytics to Mine the Voice of the Customer, Diego Lomanto
902: Who is Piloting Your Contact Center?, Rich Hand
903: sCRM: Moving Beyond the Hype to Add Value to the Contact Center, Kris Brannock
904: Realizing Maximum Results With Virtual Customer Care, Sally Hurley
11:15am - 12:30pm General Session: Ground Hog Day: Escape from Punxsutawney, Kirk Weisler

pre-conference
w o r k s h o p s

2-Day Workshops 8:00am – 5:00pm Half-Day Workshops 8:00am – 11:30am
Sunday, March 20 — Monday, March 21, 2011 Monday, March 21, 2011

Pre-1 Pre-3
Managing a High Impact Contact Center The Refreshing Leader
Marilyn Saulnier, Senior Consultant, Service Agility Kirk Weisler, Chief Morale Officer, Team Dynamics
Our two-day dynamic contact center seminar integrates Great leaders know they must take time to replenish themselves
fundamental principles with the reality of today’s multichannel to keep their leadership spirit fresh and their perspective positive.
24x7 world to deliver innovative ideas for success. During this This workshop promises to help leaders like you do just that.
session you will learn how to enhance the strategic value of During this workshop we’ll take the time to re-evaluate your
your operation and build customer loyalty through exceptional personal leadership philosophy (or create one), re-focus
customer service. While raising customer satisfaction levels you your vision and discover how to put your strengths to work.
will also discover new ways to deliver value and lower overall We’ll also review your goals and your progress towards them
expenses. With our development model to guide you through (or write them down for the first time).
assessment and prioritization, you will leave this seminar ready
to implement the ideas, solutions, and methodologies that The journey from manager to refreshing leader is a challenging
will improve your contact center’s performance. This course is one. But it is certainly one worth taking. You’ll leave this
designed for directors, managers, and supervisors responsible workshop with a personal leadership action plan to help
for customer service in all industries. Whether you are new you walk and talk in a more refreshing way.
to contact centers or an experienced veteran, you will have Kirk Weisler, Chief Morale Officer, helped to
countless “aha” moments as the pieces of the puzzle start to create a Contact Center culture so rich in ownership
come together with exceptional clarity. spirit, engagement, and measurable results that he
Marilyn Saulnier is a Senior Consultant at Service was invited to share his approach first nationally,
Agility with over 25 years experience building then internationally.
customer loyalty, improving the overall performance
10 of call centers, and maximizing the strategic value
of the call center investment.

Pre-2 Pre-4
Workforce Management and Beyond: Managing a Virtual Workforce
Efficiency that Builds Loyalty Tim Dewey, CEO, B Virtual Inc.
Jay Minnucci, President, Service Agility Leading and managing your team can be difficult enough today
This two-day seminar will give you the knowledge required without the increased complexities related to virtual employees.
to reduce expenses and improve customer satisfaction. You As your employees transition to a virtual team the dynamics
will learn how to design your workflow processes from the change for successful management. This pre-conference workshop
customer’s perspective, and how the attention to speed will will focus on managing a virtual workforce successfully. Our three
positively impact the customer experience. The session will primary areas of focus for this workshop will be:
also present examples on how to use analytics to always be u Establishing
best practice standards for an at-home team
prepared for customer needs, and to evaluate how well you
u Utilizing
technology to improve the management of an
have performed. Our approach of combining efficient workflow
design with the most valuable workforce management practices at-home team
will help you to create an organization that is always able to u How
an at-home team can consistently outperform and
wow the customer without needing to break the bank. This exceed expectations
seminar is exactly what you need when the call is to do more Join us for this informative ½ day workshop where we will
with less. This course is designed for directors, managers, provide answers and prescriptive guidance to managing a remote
supervisors, and analysts that are responsible for delivering workforce in today’s complex business environment.
efficient and effective service.
Tim Dewey has been an active part of the
Jay Minnucci, founder of a consulting and training service and support industry for over 15 years.
company dedicated to improving customer service He is now President and CEO of B Virtual Inc.,
and call center operations, provides strategic and the leader in virtual workforce solutions for
tactical guidance across all industries for enterprises the service and support industry.
that seek to optimize customer interactions.

pre-conference
w o r k s h o p s

Half-Day Workshops 8:00am – 11:30am Half-Day Workshops 12:30pm – 3:45pm
Monday, March 21, 2011 Monday, March 21, 2011

Pre-5 Pre-6
Quality Monitoring Coaching Moving Metrics into Action
in the Contact Center Tim Montgomery, CEO, Cooney Solutions Group
Robert Last, Director of Research Content, CCA Contact center costs are getting more attention than ever and
Quality monitoring and coaching to improve performance are the pressure is being felt at all levels of the organization. When
the twin tasks of contact center management that is often everyone isn’t aligned, it quickly finds its way to the front line
perceived as distasteful and time consuming, but absolutely and ultimately, the customer. In this session you’ll learn practical
necessary. Despite its importance and ubiquity, many contact ways to use the resources you already have more effectively and
center managers dread monitoring and coaching programs and move your organization closer to getting everyone on the same
assume that they have to be time consuming, full of conflict “productivity page”. Highlights from the session include:
and frustrating for all parties. Not so. As with most activities u Connecting
the productivity improvement dots
and programs you get what you put into the program – “GIGO”
u How
to get everyone in the organization to better
Garbage In, Garbage Out. Learn to put in great strategies and
achieve great results. This workshop will discuss how to design appreciate call center productivity
a quality monitoring program and how to coach employees for u Seven
proven tactics for defining and improving individual
better performance. It will also present several best practices for agent productivity
monitoring programs in the contact center environment, including u Strategies
for using metrics to motivate positive behavior
how to monitor multiple channels: email, chat social media. changes – and what to avoid
Bob Last is the Director of Research Content Tim Montgomery is CEO of Cooney Solutions Group
for the Contact Center Association. For 25 years (CSG), a global provider of customer service and
he has been a contact center supervisor, manager contact center solutions. As a seasoned executive,
and director as well as a consultant, writer and
industry analyst.
Tim has been a major force in the call center and
customer service industry.
11

Pre-7
Bridging the Gap Between Social Media
and Customer Service
Mary Naylor, CEO and Founder, VIPdesk
Social media is an invaluable customer engagement tool—
from determining the pulse of the customer to interactive
communication between consumers and (formerly faceless)
corporations. However where social media should “reside” in
an enterprise is often a loaded issue. Bridge the gap between
social media and customer service through integration of social
media into the customer contact center. Discuss the role of
the customer contact center in social media management, and
learn best practices, tools and tips for adding social media to
the customer communication arsenal. You will learn:
u The
importance of integrating social media into
overall customer service strategy
u Best
practices addressing how social media can be used to
supplement current customer communication channels
u The
role the customer contact center plays in social
media implementation
u Best
practices, tools, and tips for incorporating social media
into your contact center
877.535.0707
www.ContactCenter2011.com Mary Naylor is the CEO and Co-founder of
VIPdesk, which is trusted by global industry
leaders to enhance their brands through
customer care and loyalty programs.

Site tours
M o n d a y, M a r c h 2 1 , 2 0 1 1

What Can I Expect From a Contact Center Tour?
As a professional, it is interesting to learn what others are doing in their contact centers. By sharing practices in these live settings,
contact center hosts offer tour attendees the opportunity to learn, share, and have fun in this up close and personal environment.
Participants will be provided with an overview of the organization and detailed information about the processes and practices
utilized by the local contact center. You will not only tour the contact center but have the opportunity to ask questions and learn
best practices, as well as experience the process and procedures that work best, which you can apply to your own operations.
Schedule a tour to visit your choice of contact centers in the Nashville area and experience learning unlike you can receive
in-office. Additional site tours options (Site Tour 2 and Site Tour 4) are available on our website at www.contactcenter2011.com.

Site Tour 1: Site Tour 3:
NHL Predator’s Bridgestone Arena Deloitte CallCenter
Monday, March 21, 8:00am – 11:30am Monday, March 21, 12:30pm – 3:45pm
The ultimate out of office experience! We have secured the The CallCenter, as it is known, is part of Deloitte Services,
Bridgestone Arena, home of the NHL Predators! In addition to LP. The CallCenter provides an array of call center support
serving as the home of the Nashville Predators, Bridgestone services for the Deloitte US firms. Over the past three years,
Arena has hosted a wide variety of sporting events including through a strong service oriented vision, continuous quality
the 2010 CMA Awards, the U.S. National Figure Skating improvement process, a strong virtual support team across
Championship, the NCAA Men’s Basketball Tournament and three centers, and a servant leadership orientation, the
the NHL Entry Draft. Get a behind scenes look at how this arena Deloitte CallCenter has positioned itself as a service leader.
handles outbound ticket sales and a variety of issues most
12 people don’t often see up close and personal. Seats for this
tour are limited so book early! If you handle the sales functions
in your contact center you will not want to miss this tour.

Ever been to a live NHL hockey game?
Get ready for some fast paced action at the Bridgestone Arena in Nashville. The Predator Ice Girls and dancers will
be entertaining the crowd as the Nashville Predators take on the Edmonton Oilers. Come see Edmonton’s 2010 NHL
first draft pick Taylor Hall face off against
the home town Predators in a game you
won’t want to miss. You can get involved
in the hard hittin’ action by taking
advantage of the exclusive CC 2011 game
discount. Plan on being at the game for
puck drop at 7:00pm. Don’t be late – you
might find yourself in the penalty box.
Learn more about the special savings
and your opportunity to have fun and
network with your colleagues at the
hockey game by visiting us online at:
www.contactcenter2011.com.

877.535.0707

S essio n b l oc k 1
T u e s d a y, M a r c h 2 2 , 2 0 1 1 8:45am – 9:45am

Session #101 Session #103
Delivering on Your Brand Promise Metrics for Evaluating WFM
Conference Track: Strategic Planning Team Success
Marilyn Saulnier, Senior Consultant, Service Agility Conference Track: Workforce Management
Come to this session and take away tips and strategies for Dan Rickwalder, President, Proactive Planning Group, LLC.
putting your call center on the path to world class. You Bring your laptop... and your data... and see how good
will find yourself taking a fresh look at your call center and your Workforce Management team really is. In this session,
identifying some critical gaps. You will also learn how you learn how to evaluate the performance of your Workforce
can bridge some of the gaps, improve your call center’s Management team on a whole new level. For years we
performance and deliver on the brand’s promises. have been saying that great workforce management drives
Align your contact center with the organization’s shared consistent performance.
mission, vision and values and learn how world class companies: Now you can learn how to evaluate your center’s
u Create a culture of employee engagement where

performance and what to do about it. For this interactive
employees are recognized, valued and empowered workshop, you will need to bring your interval volume
to do what it takes to build customer loyalty forecasts and service levels for at least 30 days in an Excel
file. We’ll teach you new metrics and methods to evaluate
u Experience higher levels of productivity and quality
forecast and service level performance, and review typical
Implement efficient processes
u performance and discuss how to improve your results.
u Build collaborative relationships across the organization
Dan Rickwalder is an industry leading
consultant, author, seminar leader and
Marilyn Saulnier has over 25 years experience
speaker with over a decade of experience
in driving contact center strategic value to the
working and consulting in the contact
forefront of organizations with an expertise in
center industry.
strategic planning, operations management,
and training program development.
13

The Quality Revolution Being Optimizing Customer Communication
Led by Performance Analytics in a Multichannel World
Conference Track: Quality and Customer Experience Management Conference Track: Multi-Channel Management
Joseph McFadden, Director, Performance Solutions, Enkata Lori Bocklund, President, Strategic Contact
This presentation will take a practical, operational look Customers expect accommodation of their channels of choice
at how the latest analytics capabilities are transforming and seamless interaction handling across all channels. Yet
quality monitoring practices. Review best practices for the multichannel service excellence has proven an elusive goal.
application of various analytics capabilities and the impact of Companies struggle with consistency in content and service
new analytics on various functions in the quality assessment levels especially when ownership for different channels is
and performance monitoring stream. Lastly, highlights from spread throughout the organization.
a customer case study will be provided. Learn how these This session will give you the strategic framework for building
combined analytics enhance and automate current quality your multi-channel customer contact strategy. It will outline
and performance monitoring practices to: the step-by-step planning process while providing real-world
u Automatically identify highest priority issues and
examples that translate theory into practice. You’ll learn
agents for coaching and development about new technologies that deserve a place on the drawing
board as well as tools and techniques to make them effective.
u Maximize supervisor coaching efforts on the highest priorities

And you’ll walk away with a list of key factors that impact
u Leverage self-improvement programs
planning and implementation.
u Uncover operational issues that QM misses
Lori Bocklund focuses on helping companies
Joe McFadden is a veteran of the customer service optimize the strategic value of their customer
industry. He has been associated with the launch contact technology and operations. During her
of several first-in-category solutions including 20 years in the industry, she has helped clients
VoIP-based, multi-channel contact routing develop actionable plans tied to business goals.
solutions, IVR, and agent optimization solutions.

T u e s d a y, M a r c h 2 2 , 2 0 1 1 10:00am – 11:00am

Service Leadership The Impact of the Millennial Generation
Conference Track: Strategic Planning on the Contact Center
Pete McGarahan, President Founder, McGarahan Associates Conference Track: Contact Center Technology
Service leadership is about challenging conventional wisdom William Durr, Global Solutions Consultant, Verint Systems
and having the moral backbone to stand up for doing This session is designed to educate customer service
the right thing for the customers. It is a servant role that professionals about the convergence of existing software
creatively and innovatively looks at the business of service applications commonly found in the contact center with
with a foundation based on industry best practices. Service a new set of applications that provide critical insight into
leadership is something that can guide your decisions and customer desires and sentiments. It will describe a new
your day-to-day interaction with customers, team, peers and operations model due to generational shifts taking place in
management. Attend and learn to lead and reengage our team Western economies, as the Baby Boomers leave the economy
and our customers, giving them hope and purpose that their and the Millennials enter. The session argues that Millennials
needs come before ours. They need to know and see that they have very different requirements and expectations from
are the central focus when decisions are made. companies – as employees and as customers. Into the
Peter J. McGarahan offers 27 years of IT void comes a set of analytical tools that help organizations
and business experience in optimizing and understand what customers want, like, desire, say and feel
aligning the service and support organizations about the companies they do business with. The session
of the Fortune 1000 to deliver value against explores cutting edge technologies such as speech analytics,
business objectives. text analytics and direct customer feedback.
Bill Durr is a 25 year industry veteran and
has held a variety of roles for major contact
center vendors and worked as a consultant
14 for centers challenged with meeting their
performance objectives.

A Very Long Engagement: Top Tactics Virtualizing and Centralizing the
in Agent Motivation and Retention Contact Center through Technology
Conference Track: Agent Hiring, Development Retention Conference Track: Virtual Workforce
Greg Levin, Principal and Founder, Off Center Robert Lamb, Director, Contact Center Services, ATT Consulting
This session is ideal for any manager, supervisor or team lead As business continues the effort to reduce operating costs
looking to fuel agent enthusiasm and remove the revolving and improve customer service, the movement to consolidate,
door through which so many agents rapidly exit the contact centralize and virtualize contact center functions becomes
center. Attendees will hear about how the world’s leading increasingly attractive. In this session, learn how customer
customer care organizations generate and continuously inquiries can be handled by a trained agent in any location
elevate agent motivation, performance and commitment to provide a more flexible resource for meeting service
– and the positive impact that such high levels of employee levels. Realize that location is no longer a factor for hiring
engagement have on customer loyalty and the bottom line. conscientious, qualified agents.
If you currently struggle to keep agents awake, motivated You will learn how to effectively allow independent
and in place, you’re not going to want to miss this highly locations or bodies of resources to operate together as
informative and entertaining session -- led by renowned part of a cohesive customer interaction network. Learn
contact center expert and humorist, Greg Levin. how to improve agent efficiencies and enhance customer
Greg Levin, Principal and Founder of Off Center, experiences, improve time to response, first call resolution,
LLC., is one of the most unique and refreshing consistency of experience, and shorter queue times etc.
voices in the customer care industry. He has been Robert Lamb is the Director and Global Practice
researching, reporting on and satirizing contact Lead for ATT Consulting’s Contact Center
centers and customer care since 1994. practice. He has over 24 years of consulting
experience in the strategy, design and
development of contact centers.

T u e s d a y, M a r c h 2 2 , 2 0 1 1 11:15am – 12:15pm

Transforming the Customer Interaction A better way to ensure your IVR
with Behavioral Change Application does what it’s supposed to do
Conference Track: Quality and Customer Experience Management Conference Track: Contact Center Technology
Miriam Nelson, Senior Vice President, Aon Hewitt Mike Burke, CTO / VP of Consulting, IQ Services
Are organizations crafting the customer interaction in a way A hybrid approach to IVR application feature testing allows you
that yields the best possible experience? This session will to be certain the experience your customers have when they
address the following key learning objectives: navigate your IVR is the one you designed for them, without the
u What are the critical elements for successfully crafting

test activity itself costing a fortune or taking longer than you have
the customer interaction? between releases. By using automation to control the process
and employing people to provide oversight and judgment,
u How do we effect true behavior change in the front line?
you can get actionable results and have confidence that your
u How best to assess program impact on key
applications will do what they are supposed to do. You’ll learn:
performance measures? u How and why a hybrid approach to IVR application

Participants will learn key lessons gleaned from Aon Hewitt’s feature testing can be both cost-effective and timely
database of monitoring millions of calls from leading service u Results you should expect from a rigorous testing process

providers. Participants will have the opportunity to share
u When a smoke test approach to application validation

their best practices, challenges, and learnings. A diagnostic
will be provided so that each participant can assess the is appropriate as an alternative to a comprehensive
effectiveness of their own call quality program. dialog traversal

Dr. Miriam Nelson is a Senior Vice President Mike Burke has nearly 40 years of experience
at Aon Hewitt and serves as practice leader in the telecommunications, contact center
for Call Center Performance solutions within and networking industries.
Aon’s Talent and Rewards. 15

WFM Design Dilemmas: Optimizing Staffing Web Chat: The Secret to Delighting
in Evolving Contact Center Scenarios Your Customers
Conference Track: Workforce Management Conference Track: Multi-Channel Management
Penny Reynolds, Co-Founder, The Call Center School Jim Borum, SVP, Client Services, RDI Marketing
This session delves into some of the more common issues to Want to improve or implement chat communication in your
consider that will effectively address workforce management contact center? Join this session to discuss the ever changing
challenges for single-site, multiple-site, and consolidated role web chat plays in creating customers who are not just
contact center operations. Participants will learn to: satisfied but delighted. Research shows that clients want to
u istinguish between random and sequential workload
D do business with firms who allow them to decide when and
and the staffing implications of each how they will communicate with their agents. We will discuss
all facets of chat including cost, best practices and which
u escribe the WFM processes that apply to sequential work
D agents are the most successful when deploying chat.
u utline the WFM implications of backlogs and multi-tasking
O Jim Borum is the Senior Vice President at RDI,
u dentify the best application of shrinkage assumptions
I a full-service marketing firm that provides a wide
versus scheduling for non-call tasks range of superior outsourced services to a diverse
u escribe the data needed and potential sources for
D and growing list of clients such as customer service,
WFM planning in back-office operations sales, market research and technical support as
well as flexible solutions for all types of marketing challenges.
u Understand the WFM analysis processes to be applied to

consolidation studies
Penny Reynolds develops and teaches courses on
a wide variety of call center topics and speaks at
many industry conferences and association
meetings, delivering more than 20 speeches and
workshops each year to call center professionals.

T u e s d a y, M a r c h 2 2 , 2 0 1 1 3:45pm – 4:45pm

Moving Agent Metrics into Action Best Practices in Integrating Social Media
Conference Track: Strategic Planning into Your Customer Service Strategy
Tim Montgomery, CEO, Cooney Solutions Group Conference Track: Multi-Channel Management
In this session you’ll learn practical ways to use the resources Mary Naylor, CEO and Founder, VIPdesk
you already have more effectively and move your organization Social media is an invaluable customer engagement tool—
closer to getting everyone on the same “productivity page”. from determining the pulse of the customer to interactive
Join industry expert, Tim Montgomery, as he shares what communication between consumer and (formerly faceless)
he’s experienced in working with some of the world’s corporations. However where social media should “reside”
most celebrated service organizations. Highlights from in an enterprise is often a loaded issue, resulting in great
the session include: brand “discussions” but poor ultimate customer service.
u onnecting the productivity improvement dots
C Bridge the gap between social media and customer service
through integration of social media into the customer contact
u ow to get everyone in the organization to better
H center. Discuss the role of the customer contact center in
appreciate call center productivity social media management, and learn best practices, tools and
u even proven tactics for defining and improving
S tips for adding social media to the customer communication
individual agent productivity arsenal and incorporation into the contact center.
u trategies for using metrics to motivate positive
S Mary Naylor is the CEO and Co-founder
behavior changes and what to avoid of VIPdesk, which is trusted by global
industry leaders to enhance their brands
Tim Montgomery is CEO of Cooney Solutions
through customer care and loyalty programs
Group (CSG), a global provider of customer service
and contact center solutions. As a seasoned
executive, Tim has been a major force in the
16 call center and customer service industry.

Is Your Training Gen X / Y Friendly? Changing with the Remote Workforce
Conference Track: Agent Hiring, Development Retention Conference Track: Virtual Workforce
Ann Ward, Speaker, Ward Certified Consulting LLC Tim Dewey, CEO, B Virtual Inc.
Today’s workforce has multiple generations working This session covers remote worker trends specific to at-
together to achieve common goals. Diversity is important home agents. We provide prescriptive guidance on how to
but understanding it is important for your contact center manage the at-home agent model to a more mature state,
operations. With Gen X and Y, there’s a new breed of learners and one that performs at a higher level. We also discuss how
out there and understanding how to reach them with the global workforce trends are impacting the remote workforce.
methods and tools they relate to is vital for your operations. Attendees will be provided with key data regarding
Is your presentation Gen X/Y friendly? Your training programs demographic shifts in the workforce. We will discuss how
may be based on solid skill models and great theories, but if leaders today will have to change their style of management
no one shows up to class or pays attention the learning is not in order to positively impact their line of business ownership.
happening. Walk in with your traditional training, leave with This session also discusses the new requirement of learning
ideas on how to make it fast, fun and effective, even when for the changing workforce, and how important it is for
it’s virtual. organizations to review and evaluate their current
Ann Ward combines a mixture of practical training strategy.
knowledge, personal rapport, humor and Tim Dewey has been an active part of the service
philosophy to engage her audience. She has and support industry for over 15 years. He is now
earned Disney Certification and an MBA President and CEO of B Virtual Inc., the leader in
from Queen’s University. virtual workforce solutions for the service and
support industry.

w e d n e s d a y, M a r c h 2 3 , 2 0 1 1 10:15am – 11:15am

Strengthening the Most Vulnerable Link What’s New? What’s Hot? What’s Right
Conference Track: Quality and Customer Experience Management for My Center?
Ann Gray, Call Center Consultant, Gray and Associates Conference Track: Contact Center Technology
Most contact centers invest in continuous improvement in Lori Bocklund, President, Strategic Contact
some form. Many spend valuable resources trying to enhance Choosing the right technologies for your contact center can
the customer experience, improve the quality with each make you feel like you are stepping into a three-ringed circus.
interaction, or develop their human resources. But which The ring masters (a.k.a. “spin doctors”) draw your attention
initiative will bring you the biggest return on investment? to a dazzling array of offerings that are at once breath-
Most contact centers really don’t know so they continue taking and awe-inspiring. This session offers a ringside seat
to work hard and expend resources on perhaps the wrong as industry guru Lori Bocklund walks you through some of
activities. Determining the most vulnerable link in your center the hottest acts in town. You’ll find out why social media,
and taking corrective action is critical to your continued integrated multi-channel contact handling, outbound alerting/
success. Attend and learn to craft a plan to actualize the notification, mobility, home agent technology, analytics, Voice
improvements. Drawing from years of experience the of the Customer, eLearning/coaching, consolidated desktop
presenter will prepare you to jumpstart your improvement applications, and more have captured our imaginations.
process by providing the resources and tools you will need. You’ll get the plain facts on what you can expect from these
Ann Gray is an internationally recognized technologies and which ones might be a fit for your center.
contact center consultant, speaker, and seminar And with luck, you’ll be entertained while you learn.
leader. Consulting for over 16 years, she is Lori Bocklund is President of Strategic Contact,
the Founder and Lead Consultant with Gray an independent consulting firm focused on
and Associates. helping companies optimize the strategic
value of their customer contact technology
and operations. 17

Revenue Reps: Turning Service-Oriented Schedule Adherence- Is adherence
Agents into Sales Stars REALLY the problem? Learn the Facts
and get rid of the Fiction
Conference Track: Agent Hiring, Development Retention
Tom Stanfill, CEO, The Aslan Group Conference Track: Workforce Management
Wendy Fowler, Director of Consulting, Quality Service Solutions
This session is designed for call center leaders and managers
who have the responsibility to not just ensure a positive Led by a Workforce Management industry expert, this session
customer experience, but drive revenue as well. As a result of will look at the primary reasons contact centers today are
attending this session you will learn: specific hiring strategies not meeting their schedule adherence goals and what you
for identifying reps who can both serve and sell; keys to can do to fix it. This interactive session equips you with
intrinsically motivating service-oriented, reactive reps to the knowledge you need to go back to your center and ask
proactively sell; techniques to transition the call from servicing the right questions to remove fact from fiction about how
a need to exploring opportunities to expand service or product forecasting and scheduling are done and how these processes
offerings; and keys to developing and coaching reps. You play a critical role in ensuring good schedule adherence. If
will leave with an action plan to address the eight pitfalls you don’t know what your schedule adherence goal is, where
of transitioning a service center to a revenue center and a it came from or what it should be, that’s ok. You will walk
formula to determine the ROI of adopting a sales strategy. away from this session with a schedule adherence calculator
you can take back and use to create or validate your schedule
Tom Stanfill is founder and CEO of The ASLAN
adherence goals.
Group. ASLAN is a global training and development
firm that works exclusively with inside sales and call Wendy Fowler has a 20 year successful track
center organizations to improve the performance record of implementing and reengineering
of their most important asset- their people. successful, world-class call center and workforce
management processes and teams for
companies of all sizes.

w e d n e s d a y, M a r c h 2 3 , 2 0 1 1 11:30am – 12:30pm

Getting the Budget You Need Success with the Multi-Channel
Conference Track: Strategic Planning Call Center
Marilyn Saulnier, Senior Consultant, Service Agility Conference Track: Multi-Channel Management
Ask any contact center manager what the least favorite part Jason Williams, Product Manager, inContact
of their job is and a good percentage of them will answer –the Operating more than one channel does not mean that the
budget. It’s one of the miseries that bond call center managers contact center needs to become more complex. This session
together in a way that only a shared unpleasant experience will help managers learn how to operate each channel
can do. Why is it so painful? Why do so many contact centers effectively and profitably through channel measurement and
fail to get the budget they need to meet their objectives? agent selection. The session will also cover insider tips for
The good news is there is a time proven methodology that the multi-channel contact center along with how to avoid the
fosters transparency, gains agreement on budget assumptions, most common pitfalls.
brings understanding to the unique metrics, and removes any Jason Williams has 25 years of experience in the
illusions of slight of hand by using simple math to calculate field of Information Technology, Networking,
staffing level requirements. This session will equip you with Communications and System Implementation in
the tools you need to develop and present your budget industries as diverse as Manufacturing, Banking
assumptions and calculate the staffing level requirements. and Finance, Media and Software Development.
Marilyn Saulnier is a Senior Consultant at Service
Agility with over 25 years experience building
customer loyalty, improving the overall
performance of call centers, and maximizing the
strategic value of the call center investment.

18

Act Smart, Be Profitable: Intelligent Inside the Zappos Contact Center
Practices for Improved Customer Conference Track: Quality and Customer Experience Management
Interactions Myra Golden, Owner, Myra Golden Media
Conference Track: Quality and Customer Experience Management Attend and learn how Zappos turned a shoe website into
Pete McGarahan, President Founder, McGarahan Associates the world’s largest online shoe store in just 10 years, with
Business minded contact centers are proactively directing $1 billion in gross revenue and a reputation for world-class
customers to a more personalized customer experience. customer service. Myra Golden has studied the Zappos
While some organizations see the customer conversation service culture and contact center for more than two years
as transactional, with little derived value, customer-focused and has isolated the 5 keys that have made Zappos one of the
organizations are taking a more holistic approach to capture most envied service companies in the world. You will learn
every revenue opportunity. about the 5 keys and other Zappos best practices.
This session focuses on customer service techniques that u ey 1: Live and Deliver WOW
K
personalize and enhance the customer experience, optimize u ey 2: Focus on the Customer Experience as the #1 Priority
K
agents’ capabilities and productivity, lower operational costs
and deliver better business results. u ey 3: Make Emotional Connections with Customers
K
Peter J. McGarahan offers 27 years of IT u ey 4: Treat Employees Very Well
K
and business experience in optimizing and u ey 5: Surprise and Delight
K
aligning the service and support organizations
Myra Golden is a leading expert in customer
of the Fortune 1000 to deliver value against
recovery and has helped many organizations rethink
business objectives.
and redesign their complaint response processes
so they are positioned to retain more customers,
improve customer satisfaction, and increase profits.

w e d n e s d a y, M a r c h 2 3 , 2 0 1 1 2:30pm – 3:30pm

Source the Work, Maintain the Culture Panel Discussion: All Things
Conference Track: Strategic Planning Workforce Management
Jay Minnucci, President, Service Agility Conference Track: Workforce Management
The options associated with outsourcing continue to expand. Moderated by: Marilyn Saulnier, Senior Consultant, Service Agility
It is no longer simply a cost-saving measure, yet that does Panel Members: Tim Montgomery, Tiffany LaReau,
not mean that every project is a success. When cultures clash Wendy Fowler, Dan Rickwalder
between a company and its outsourcing partner, the damage Join us for an exciting, fast-paced, interactive discussion
- to revenue, image, and employee engagement - is severe. about workforce management topics. You ask the questions,
In this session, we will discuss the possibilities that today’s we’ll provide the answers. Bring your problems, and we’ll
outsourcing environment offers. We will also address how to provide solutions. Come prepared with your hardest issues
optimize the experience so that everyone benefits from the and try to stump our panel of WFM experts!
arrangement. Issues that will be covered include: Marilyn Saulnier is a Senior Consultant at
u utsourced contact handling options that are available today
O Service Agility with over 25 years experience
u ontact center support that can be outsourced
C building customer loyalty, improving the overall
performance of call centers, and maximizing the
u ritical elements of a sourcing strategy
C strategic value of the call center investment.
u electing the right partner to fit your culture
S
u voiding the pitfalls that create a gap in objectives
A
Jay Minnucci, founder of a consulting and training
company dedicated to improving customer service
and call center operations, provides strategic and
tactical guidance across all industries for enterprises
19

How to Assess Customer Service Ensure quality customer experiences
Agents´ Writing Skills Before (or After) through automated monitoring of
You Hire Them contact center technologies
Conference Track: Agent Hiring, Development Retention Conference Track: Contact Center Technology
Leslie O’Flahavan, Founding Partner, E-WRITE Mike Burke, CTO / VP of Consulting, IQ Services
You´ve hired new customer service agents to handle phone, Most companies monitor their call center agents to ensure
e-mail and web chat inquiries. You´ve discovered they customers are handled appropriately and have a positive
are great on the phone, but their writing skills are poor. experience. But what about all the customer interactions that
Customers are complaining about errors and lack of clarity rely on technology, especially those that take place without
in the responses they receive. Find out how to avoid this ever involving a customer service agent. How do you know
problem by assessing applicants´ writing skills before you hire if and when your customers are having issues with your
them for customer service positions or when promoting in- technologies as they attempt to engage your brand? The
house agents from phone to e-mail. Discover how to review answer is simple – continuously access and exercise customer
resumes and cover letters, interview applicants to find out facing technologies so you know they are always available
about their writing skills and experience, and effectively test and performing as expected. Session attendees will learn
applicants for essential writing skills. what an automated approach for monitoring the availability
and performance of contact center solutions from the
Leslie O’Flahavan has helped thousands of
customer perspective can mean when it comes to providing a
people learn to write well for online readers.
top-notch customer experience 7x24.
She has developed and delivered customized
writing courses that help contact centers measure Mike Burke has nearly 40 years of experience in the
the quality of their e-mails to customers. telecommunications, contact center and networking
industries. Mike has configured and directed
hundreds of testing, monitoring and consulting
engagements for customers around the world.

t h u r s d a y, M a r c h 2 4 , 2 0 1 1 8:45am – 9:45am

Managing Change in Your Contact Center Secrets of a Forecasting Junkie
Conference Track: Strategic Planning Conference Track: Workforce Management
Sheri Green, Client Services Manager, CBIZ Payroll Tiffany LaReau, Certified Workforce Manager, Human Numbers
Change is tough but sometimes the “way we’ve always done This session begins with reflecting upon the challenges
it” just doesn’t cut it anymore. This is your opportunity to that your organization or your employees are facing and
hear about a specific case study of a growing call center that determining where changes should be made. The proper
was facing difficult challenges and declining service metrics. steps and timeline involved need to be documented and
You will learn how they effectively managed significant commitment must be present by all involved. You are
changes to their organizational structure, employee going to learn one organization´s methods in executing,
performance, and service tactics in order to change the monitoring, and measuring the result of the changes that
direction in which they were headed. Understanding the they implemented. Walk away with practical tools you can
steps that are involved as you manage a large transition implement and look forward to celebrating your desired
or change will help you obtain the outcome that you are results and the feeling of confidence in your ability to manage
hoping for. Oftentimes, change is for the better, but only if it´s change. The practical advice learned in this session is going
planned and executed properly. to be beneficial to you throughout your career since contact
Sheri Green has worked as a Client Services center processes, structures, and cultures are ever changing.
Manager with CBIZ Payroll, which provides Tiffany LaReau is a Certified Workforce Manager
Payroll, Flexible Benefits Services, and COBRA and owns Human Numbers, a company dedicated
administration for other businesses, for the to providing forecasting and scheduling services
last ten years. for small call centers that do not have workforce
management software.

20

Better By Design: Call Routing Customer-Centric Is Mobile-Centric:
That Satisfies Determining the Right Mix for Effective
Conference Track: Quality and Customer Experience Management Call Centers
Jay Minucci, President, Service Agility Conference Track: Multi-Channel Management
Menus are a constant source of frustration for customers, Mary Cook, Director of Contact Center Solutions, Varolii, Inc
and skills-based routing seems to add more problems than it With complexity and diversity in multichannel interactions,
resolves. In this session, we will take a close look at how to it’s tough to get it all right. This session will explore ways to
route the call from start to finish to get the best results for create a cohesive enterprise view of the customer experience
everyone. Participants in this session will learn: while delivering cost savings through channel optimization
u How to build a menu that efficiently moves callers to the

and incremental revenue through loyalty and retention.
best resource Well-designed, multichannel services can truly differentiate
one company from another, especially with personalized,
u How to assign skills in a way that optimizes staff
proactive outbound communications to customers. This
efficiency session will also share an early look at a new business
u ow to queue calls in ways that balance service level
H case tool that factors in more than 1,000 variables to help
needs with staffing costs companies determine the right mix of channels and tactics to
create a customer-centric call center that delivers real ROI to
u ow to measure the success of your call routing plan
H
the business.
In this interactive session we will discuss best practices and
Mary Cook, Director of Contact Center
also address specific situations presented by the audience.
Solutions for Varolii Corporation, has more
Jay Minnucci, founder of a consulting and training than 17 years of experience and provides
company dedicated to improving customer service companies with operational, contact center
and call center operations, provides strategic and and CRM consulting services.
tactical guidance across all industries for enterprises

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