Call Center Week 2013

SPONSORS:
PREMIER SPONSORS:
WELCOMESPEAKERSAWARDSAGENDADAYONEDAYTWODAYTHREEDAYFOURDAYFIVESPONSORSREGISTRATION
®
HumanCapital Management &Consulting
Powered by
14th Annual Flagship Event
June 10-14, 2013
Caesars Palace, Las Vegas, NV
www.callcenterweek.com
YOUR INDUSTRY’S #1 EVENT
NEW FOR 2013:
BACK FOR 2013:
• Ritz Carlton Leadership Institute Master
Class – Certiﬁcate included
• Caesars Entertainment Site Tour
• Global Leaders Focus Day
• Transformational Leadership Track
• Big Data & Customer Analytics Track
• Mobile Application so you can
connect before, during and after the
conference
• New member orientation
• Leadership training from HR
professionals
• Content Quality Advisory Board
• “Culture in Action” Zappos Family
corporate headquarters tour
– Sold out last year
• Blinds.com Master Class – Sold out last year
• Call Center Excellence Awards
• Interactive Roundtable Discussions
• Actionable, Practical Content – with
50+ case studies
• Diversified Perspectives from almost every
vertical, type and size call center
• Year round knowledge sharing
with free membership to
CustomerManagement IQ
GET THE EXPERIENCE OF 5
CONFERENCES IN ONE TRIP!
Driving Business Value: Transforming Culture & Excelling in
the Multi-Channel, Socially Interwoven Customer Environment
Where the industry comes together year after year to benchmark, share best practices
and uncover the latest technologies for driving customer service excellence.
Customers and business expectations are changing, don’t get left behind.
Transformational Leadership • New Tools
& Technologies • Customer Strategy
Trends & What’s Next • Analytics &
Measurement • Big Data Customer
Analytics • Performance & Productivity
Call Center Metrics • Cross-Channel
Customer Experience • Global Best
Practices • Coaching, Hiring & Recruiting
• Employee Engagement
With unrivaled content, networking
and onsite collaboration featuring
over 70 speakers and close to 1200
participants, there’s no other event
that comes close.
PHYLLIS JAMES
Chief Diversity
Officer
MGM Resorts
International
MICHAEL
D’ALESSANDRO
Chief of Staff &
VP Executive
Operations
Consumer Reports
LISA CHURCH
Chief Experience
Officer
1st Advantage
Credit Union
KEVIN D. WILDE
Chief Learning
Officer
General Mills
Author of Dancing
with the Talent Stars
WORLD-CLASS KEYNOTESNEWLY ADDED
KEYNOTE
Register Today! Visit www.callcenterweek.com • Call 1-800-882-8684 • Email info@iqpc.com
PETER “SCOTCH”
SCOCIMARA
Director Enterprise
Global Support
Google
MAXINE CLARK
Chief Executive
Bear
Build-a-Bear
Workshop
Diana Oreck,
CHT
Vice President
The Ritz-Carlton
Leadership Center
TROY H. MILLS
Divisional VP
Customer Care
Operations
Walgreens
STEVE RIDDELL
Chief Operating
Officer
Blinds.com
MARY BETH
JENKINS
Chief Operating
Officer
UPMC Health Plan
®

JOIN THE CONVERSATION!
JOIN CALL CENTER WEEK'S
LINKEDIN GROUP
POWERED BY CUSTOMER
MANAGEMENT IQ -
WHO SHOULD ATTEND?
14th Annual
Flagship Event
Dear Customer-Centric Leader,
Welcome to YOUR event! To host the industry’s top call center event is a commitment we take very seriously. Just
like you, we never stop challenging ourselves to improve our events. We can honestly say 2013 is the best Call
Center Week ever.
Call Center Week is your premiere event because it’s designed to be truly transformational…
We understand your industry is in the midst of a major paradigm shift with mobile, social and digital technologies
transforming what you do at an unimaginable pace. The true customer voice has a new valued voice – one
that’s heard from the C-level down to the front lines.
And so it seems fitting that our 2013 theme is:
Driving Business Value: Transforming Culture & Excelling in the Multi-Channel, Socially Interwoven Customer
Environment
Building off the key takeaways from the 2012 event, Call Center Week will challenge you to deliver more and
with better quality in a seamless way your customers can count on.
The 2012 Call Center Week was the largest in its event history. Call Center Week attracts an audience more rich
with senior level, client side participation than any other event in the industry. With a crowd close to 1200
customer-focused professions in 2012, we expect even more in 2013. With over 60% of attendees coming from
end-user companies including major Fortune 1000 companies, this is a 5 day immersive discussion, debate and
dialogue with your peers. A wide range of industries and skills sets represented creates an environment packed
with unique points of view and expertise.
This year’s combination of inspirational keynotes, senior-level practitioner-led case studies and expert faculty
creates an educational experience is only rivaled by the meaningful networking and technology discovery
opportunities in the Expo Hall.
Let’s face it. Strong economy or weak economy, we can never relent in our search for ways to improve cost
efficiencies, enhance customer service and build meaningful competitive advantages. Smart businesses are
positioning the call center as the pathway to achieving that competitive edge. The call center has its costs, but
it also has its advantages—both as a tool for improving customer satisfaction AND as a tool for improving the
business. This eye opening event will show you how every call center should be a profit center. We’ll help you
create a roadmap for improving customer experience, employing new technology and delivering ROI.
Put simply – Call Center Week will put you on the path to world-class excellence. We’ll share strategies for
ensuring clients’ expectations are continually exceeded while the business follows an operational model that is
efficient, profitable and employee-centric.
KEY HIGHLIGHTS
• Exposure to the most accomplished and visionary
leaders: Hear from six C-level speakers who have a
seat at the C-Suite table - proof that customer-
centricity is a strategic business initiative.
• New core competency training – New HR
leadership led sessions on training, learning and
development
• Onsite networking technology – To make sure you
maximize your time, investment and find the people
& answers you’re looking for
• Customer Loyalty program – If you’ve been with us
before, we want to thank you for your repeat
business. See page 28 for details.
• Lifetime Achievement Award – New category
awarded to a surprise guest, one of the most
admired customer-centric organizations in existence
• What are the biggest challenges and opportunities
for our organizations in the next 3 years?
• What problems will show up in 2013-2015 that we
need to be working on right now?
• What will our industry look like in 5-10 years?
• What do we need to stop doing that is no longer
working?
CONTENT FOCUSED ON YOUR TOP BUSINESS CONCERNS
Our distinguished speaker faculty and collaborative environment will provide the tools and insight need to address
the following key business imperatives:
Call Center Week focuses on the business value of call centers. The content, people and experience are unlike
any combination you can get at any other event. Many of the offerings have limited capacity and sell out,
don’t miss out on what promises to be valuable experience for all. Don’t forget, the earlier you register the more
you save.
We look forward to seeing you this June!
Lisa Schulman, Executive Producer, Head of North American Call Center Events, Customer Management IQ, a
Division of IQPC
Register Today! Visit www.callcenterweek.com • Call 1-800-882-8684 • Email info@iqpc.com2
June 10-14, 2013
Caesars Palace, Las Vegas, NV
www.callcenterweek.com
Welcome to the
Voice of YOUR
Industry Event…
Completely tailor
made to be more
valuable, practical,
tangible and
inspirational than
ever before.
#CallCenterWeek
@CallCenterEvent
Customer
Management IQ
leverages data,
intelligence and networking from our global
community of more than 50,000 customer
management professionals to keep you
ahead of the curve — and your competition.
This IQPC division that has spent decades
delivering the most valuable call center,
customer experience and marketing
conferences is now a 24/7/365 resource that
keeps you continually connected to
actionable insights for getting closer to your
customer. Tapping into our team’s decades of
experience, our contributor network of
influential customer management
practitioners who best understand your
challenges and the findings of our proprietary
research division, Customer Management IQ
develops sector-leading executive briefings,
whitepapers, case studies, training materials,
how-to guides, news, commentaries,
podcasts, webinars and virtual events.
Join the free Customer Management IQ to
network with the world’s most driven customer
management professionals as you access this
endless assortment of game-changing
content. To join visit
www.customermanagementiq.com
Call Center Week attracts a wide range of
professionals across all industries such as
VPs, SVPs, Heads, Directors, Managers of:
• Call Center
Operations
• Customer
Management
• Customer Care
• Operations
• Sales
• Marketing
• Customer
Relations
• Contact Centers
• And many more!
Introduce yourself, share ideas,
and network prior to the event!
#CallCenterWeekLook for
call center week!
Sign Up for CMIQ's FREE NEWSLETTER
where 45,000 customer care professionals
are connecting

Jamie Haenggi
Chief Marketing and
Customer Experience
Officer
Protection 1
Peter “Scotch” Scocimara
Director Enterprise Global Support
Google
CONSUMER GOODS
& MANUFACTURING
INDUSTRY EXPERTS &
SOLUTION PROVIDERS
Jane Pearson-Wray, CSG
Sr. Manager, Continuous
Improvement
Electrolux Major Appliances, NA
Shawn Castle
Manager, Valvoline Support Center
Ashland Consumer
Markets/Valvoline Instant Oil
Change
Kevin D. Wilde
Chief Learning Officer
and VP, Organizational
Effectiveness
General Mills
Author of Dancing with
the Talent Stars – 25
Moves that Matter Now
SPEAKERS:
Help You
Accelerate
Best Practice
The Call Center Week
speakers are artfully
chosen because they
have a unique story or
point of view. From small,
medium and large call
centers to heads of call
centers and the C-level
perspective there always
been lessons you can
apply to your world.
EDUCATION & PUBLISHING
Tim Moruzzi
Program Director, Customer
Contact Planning and Manager
Ulster Business School
Michael
D’Alessandro
Chief of Staff & VP
Executive Operations,
Consumer Reports
HEALTHCARE & MEDICAL
EQUIPMENT
Toni Ann Mills
Global Director - Learning and
Development
Fenwal, a Fresenius Kabi Company
Rhonda Hammond
Vice President Corporate
Operations
TriWest HealthCare Alliance
Mary Beth Jenkins
Chief Operating Officer
PMC Health Plan and
UPMC WorkPartners
UTILITIES
Dorothy Martin
Learning, LINK National Program
Manager
Verizon Wireless
Meg Neafsey
Vice President Customer Service
American Water
Winner IQPC 2012 Call Center
Excellence Award - Best in Class
(over 200 staff)
OTHER - SERVICES BUSINESSES
Marc Bernica
Vice President, Back-up Care
Advantage & Contact Center
Operations
Bright Horizons Family Solutions
Katie Reagan
Director HRConnect Contact Team
Iron Mountain
Todd Provino, VP of Customer
Service, GrubHub
NON-PROFITS
Tom Dalton
Relationship Coordinator Manager
HealthFirst
Kimberly Warrick
Client Services Manager
NJ Shares in Partnership with
Verizon NJ
Mindshare
SPI Global
Oracle
TeleTech
VPI
Salesforce.com
TELUS International
Convergys
Five 9
Genesys
Kana
Levementum
Mattersight
Pegasystems
TMG International
Splice Software
Intelliresponse
Genpact
Harte-Hanks
Intelliverse
IQ Services
Plantronics
Texas digital/Radiant
VoltDelta
Microautomation
Intradiem
360'CRM
Transera
Jabra
BenchmarkPortal
Symbi
FINANCIAL SERVICES
& INSURANCE
Kim Flemm
Vice President and Head of
Operations, Retirement Solutions
The Guardian Life Insurance
Company of America
Lynn O’Neill
Corporate Vice President
New York Life
Amy Veasley
Director ESC Solution Center Operations
Assurant Solutions
Jimmy Griffith
Director ESC Solution Center Operations
Assurant Solutions
Lisa Church
Chief Experience Officer
1st Advantage Credit
Union
HOSPITALITY
Patty Coaley
Director of Diversity Education/Show
Producer
MGM Resorts International
Diana Oreck, CHT
Vice President,
The Ritz-Carlton Leadership Center
Alexandra da Silva
Corporate Central Reservations
Manager
NH Hotels Spain
Caesars Entertainment
Meet the team during our tour!
Caroline Hagan
Vice President Member Services
Aeroplan Canada
Phyllis James
Chief Diversity Officer
MGM Resorts
International
RETAILERS
Troy H. Mills
DVP – Customer Care Operations
Walgreen Co.
Zappos Family Tour and Culture
Presentation
Meet many executives during our tour!
Brian O’Mara
Vice President National Call Centers
Safelite® Group
Maxine Clark
Founder & Chief
Executive Bear
Build-A-Bear Workshop®
Where Best Friends Are Made®
= C-LEVEL EXECUTIVE
Steve Riddell
Chief Operations
Officer
Blinds.com
#CallCenterWeek
@CallCenterEvent

AGENDA-AT-A-GLANCE
DAY
ONE Pre-Conference Master Classes Monday, June 10, 2013
"I want to offer a personal thank you for a fantastic conference. It was particularly gratifying to receive recognition for the work we
have done over the past year focusing on building our culture that supports world-class excellence. Your organization has helped
us strive to be better " - Gordon Pullan, Assistant Vice President, Retirement Services, Participant Information Center, MassMutual Financial Group
Pre-Conference Workshops Tuesday, June 11, 2013
8:00 AM - Stop Being Just a Contact Center—Become the Nerve Center for your
11:00 AM Organization through Customer Feedback
Mindshare Technologies, Inc.
WORKSHOP C
Effective Management of a Multi-Vendor Environment: Critical Steps in
selecting, partnering, and managing your Customer-Centric Outsource
Contact Center Provider
360’CRM
WORKSHOP D
11:15 AM - Customer Experience Journey Mapping: Design Experiences that Drive
2:15 PM Customer and Business Value
Oracle
WORKSHOP E
Technology for Tomorrow: Turning Customer Experience into Action
TeleTech
WORKSHOP F
2:30 PM - Balancing Innovation and Quality in the Call Center Landscape
5:30 PM SPiGlobal
5:35 PM Evening Keynote
Pro U.S. - Creating and Keeping Jobs in the U.S.
Safelite® Group
6:20 PM Evening Activity (optional)
WORKSHOP G
Contact Center Metrics that Really Matter
VPI
WORKSHOP H
(box lunch
served)
DAY
TWO
1:00 PM- Back by Popular Demand
6:00 PM Coaching your Way to World Class Results
Steve Riddell, Vice President and Chief Operations Officer, Blinds.com
12:00 PM Registration for Master Class A & B
6:00 PM Monday Night Meet Up at SEAHORSE LOUNGE - Located caddy corner from PURE night club
MASTER CLASS A MASTER CLASS B
1:00 PM Extreme Customer Service Strategies
5:00 PM “Radar On-Antenna Up”… Fulfilling Customers Unexpressed Wishes
Diana Oreck, CHT, Vice President, The Ritz-Carlton Leadership Center
5:00 PM Team Challenge
6:00 PM
OPEN TO ALL MAIN
CONFERENCE ATTENDEES!
CERTIFICATE INCLUDED
7:15 AM Registration for Workshop C & D
Choose
A or B
Choose
C or D
Choose
E or F
Choose
G or H
#CallCenterWeek • @CallCenterEvent

TRACK A
Transformational Leadership
TRACK B
Breakthrough Tools & Technology
TRACK C
Data-Driven Insights & Analytics
TRACK D
Achieving Peak Performance
TRACK E
Customer Experience Excellence
AGENDA-AT-A-GLANCE continued
1:45 PM Creating a Winning Call Center
Culture from Fortune “Best
Place to Work” Winner
BrightHorizons
2:35 PM Finding the Best Fit: Recruiting
for Your Culture, Hiring
Assessments for Talent
Development
New York Life
3:30 PM Driving Performance with Solid
Operating Principles and
Objectives
American Water
When Training Isn't Enough: An
Agent Development
Methodology that Improves
Business Results
Aeroplan Canada
TMG International Inc.
Virtual Agents (VA’s)– Engaging
in Automated Conversations
with Customers in Self-Service
Environments
Intelliresponse & client
GrubHub Taps Cutting Edge
Cloud Solutions to Delight
Diners
Five9 and GrubHub
Social CRM: Dig Deeper to
Uncover What Your Customers
Really Think
KANA & client
Personality Matters
TriWest HealthCare Alliance
Mattersight
Using Business Impact
Measurement to Drive Higher
Education Opportunities in Call
Center Operations
Verizon Wireless
Transitioning from Service to
Sales: Positioning the “Sales
Connection” as the Key to
Empowerment
Electrolux Major Appliances
NA
Everyone is Busy but no one is
Happy
Pegasystems Inc. & client
Best Practices for Focused
Investments in Contact Center
Analytics
Genpact
GE Money
Strategies for Achieving World-
Class Excellence and Ensuring
Consistency
The Guardian Life Insurance
Company of America
Ensuring a Clear and
Consistent Message about the
Customer Experience
Protection 1
Achieving Multi-Channel
Excellence
TRACK SESSIONS BEGIN Tracks will be 45 minutes in length with five minutes for transition time. You can move between tracks as much as you’d like, this is your experience to customize.
1. Avoid 3 Mistakes Good Contact Centers Make
Led by: Intradiem
2. Home Agent Best Practices Led by Plantronics
3. Using Dashboards and Digital Signage to Enhance
Productivity and Teamwork in Your Contact Center
Led by: Texas Digital/NCR
4. Customer Experience Management Optimization
Led by: IQ Services
5. Delivering Seamless Customer Experience with Multi-Channel
Support Led by: Harte-Hanks
6. The Challenges and Opportunities of a Multi-Channel Contact
Center – from Dial Tone to Social Media
Led by: VoltDelta OnDemand
7. Automation Strategies for Enhancing Customer Service Led by:
Intelliverse
8. Workforce Management: Driving Customer Experience and
Efficiency Led by: Genesys
9. Tons of data, but no actionable information.
Learn how to harness Big Data in your contact
center for true business value
Led by: Microautomation
10. Wireless Gone Wild: Unleashing the Power of
Mobility in the Contact Center Led by: Jabra
11. Multi-Channel Centers: Let's Talk About Which
Metrics Matter!" Led by: BenchmarkPortal
11:30 AM Roundtable Discussions
DAY
THREE Main Conference Wednesday, June 12, 2013
7:00 AM Registration & Morning Coffee
8:00 AM Opening Remarks & Chief Networking Officer
8:30 AM KEYNOTE The Magic of Show: Driving the Culture of the Organization Down to
the Front Line
Phyllis James, Chief Diversity Officer, MGM Resorts International
Patty Coaley, Director of Diversity Education/Show Producer, MGM Resorts
International
9:15 AM KEYNOTE Become a Customer Company: Translating a Goal into a Reality
Tony Kavanagh, Vice President Service Cloud Marketing, salesforce.com
10:00 AM Morning Networking & Refreshments Break in Exhibit Hall
INTRODUCING OUR SURPRISE KEYNOTE!
10:45 AM KEYNOTE Creating Meaningful Moments at Build-a-Bear
Maxine Clark, CEO, Build-a-Bear
12:30 PM Call Center Excellence Awards Ceremony Luncheon & Lifetime Achievement Recognition
4:05 PM Afternoon Networking & Refreshments Break in Exhibit Hall
4:50 PM KEYNOTE The Role of Culture in Delivering World-Class Customer Service
Peter “Scotch” Scocimara, Director Enterprise Global Support, Google
Jeffrey Purrit, President, TELUS International
5:35 PM END OF DAY KEYNOTE
Dancing with the Talent Stars – Tapping into Talent for Growth
Kevin D. Wilde, Chief Learning Officer & VP Organizational Effectiveness, General Mills
6:20 PM Cocktail Reception
Join us in the expo hall for an exciting evening reception. Here’s your chance to unwind
and meet the delegates, speakers, sponsors, media partners – and your friendly IQPC
team. Bring plenty of business cards.
7:30 PM DINNER DINE AROUNDS
If you’re travelling alone – you don’t need to eat alone. The event team will have sign-up
sheets for dinner reservations at local restaurants. Each participant will receive their own
individual check. Sign up today and meet some new friends and benchmarking partners

8:30 AM - 11:30 AM
Group 1: Site Tour I
12:30 PM - 3:30 PM
Group 3: Site Tour K
CAESARS ENTERTAINMENT SITE TOUR
Streamlining Operations and Enhancing Customer Experience
11:45 AM- 2:00 PM Group 4: Site Tour L
SITE TOURS
ZAPPOS SITE TOUR
Zappos Makes Work “FUN”
(Each site tour is limited to 50 people, and sell out very quickly. Sign up early to
reserve your preferred time on this popular tour. Buses leave every hour
TRACK A
TRACK B
TRACK C
TRACK D
1:45 PM Complete Customer Experience
Genesys & client
2:30 PM Afternoon Networking & Refreshments Break in Exhibit Hall
3:15 PM Creating a Formalized Call Center
Employee Career Path Program
Assurant Solutions
Key Steps for a Successful Multi-
Channel Marketing Campaign
SPLICE Software & client
Remote Agents: Transitioning to a
Virtual Model for Cost and Efficiency
Savings
Iron Mountain
Case Study: Employing SugarCRM -
Driving Collaboration, Flexibility and
Growth
Levementum, LLC
HOT TOPIC!
If you have a hot topic or compelling
case study and is interested in speaking,
contact simon.copcutt@iqpc.com
Revolutionizing Customer Experience
across Multiple Channels
Ashland Consumer Markets/Valvoline
Instant Oil Change
Top 10 Ways to Improve Call Center
Employee Motivation -Non- Profit
Perspective
HealthFirst
NJ Shares in Partnership with Verizon NJ
AGENDA-AT-A-GLANCE continued
DAY
FOUR Main Conference Thursday, June 13, 2013
7:00 AM Morning Coffee & Registration
8:00 AM Opening Remarks
8:15 AM Call Center Excellence Award Panel
Hear from the award winners themselves!
8:45 AM KEYNOTE Empowering People. Powering Brands
Donna Johnson, Principal, Applications Business Group CX and CRM, Oracle and client
9:30 AM Morning Networking Break & Live Demo Drive in Exhibit Hall
10:15 AM TECH DISCOVERY ZONE
11:00 AM KEYNOTE Engraining the Customer Experience into the Culture and Driving
Innovation
Lisa Church, Chief Experience Officer, 1st Advantage Credit Union
11:45 AM KEYNOTE Walgreens: At the Corner of Personalization and Intelligent Multi-Channel
Troy H. Mills, DVP – Customer Care Operations, Walgreen Co.; Mike Wooden, SVP,
Convergys
12:30 PM Networking Lunch
GLOBAL FOCUS DAY
Driving Business Value and Delivering Consistent World-Class Experience in a Multi-Channel
Global Environment
8:00 AM Registration
8:30 AM OPENING KEYNOTE BY AWARD
WINNING C-LEVEL EXECUTIVE!
Employee Engagement:Starting at
the Top UPMC Health Plan and
UPMC WorkPartners
9:20 AM Competency-Based Learning &
Development
10:20 AM Networking Break
10:45 AM Elevating the Call Center
Profession: Assessing the Value of a
Concentrated Masters Degree
Ulster Business School
11:35 AM Strategies for Increasing Sales in a
Multi-Language, Multi-Channel
Contact Center
Winner - Best Customer Experience
in Spain among all sectors
NH Hotels Spain
12:25 PM Global Focus Day Concludes
4:00 PM KEYNOTE “It’s Not Your Daddy’s Chevrolet Anymore” – The Future of Customer Communication
Michael D’Alessandro, VP Executive Operations and Chief of Staff, Consumer Reports
4:45 PM End of Main Conference Day 2
10:30 AM - 1:30 PM
Group 2: Site Tour J
Site Tour Day And Global Focus Day Attendees who wish to attend both site tours, please select workshops I & L. Friday June 14, 2013
DAY
FIVE
SOLD OUT SOLD OUT

WINNERS OF OUR
2012 AWARDS INCLUDED:
Best in Class
(over 200 staff)
Best in Class
(under 200 staff)
Best Outsourced
Provider
Best Learning
and Development
Program
Call Center
Leader of the Year
Best New Mobile
Customer Strategy
Voice of the
Customer
Creating a Culture
1st
PLACE
2nd
PLACE
Best Solution
Provider
Call center management is about consistently evolving to exceed the
expectations and desires of customers; there is no such thing as “good
enough.” The Call Center Excellence Awards held in conjunction with the 14th
Annual Call Center Week in Las Vegas, NV, honor those who think—and act—in
accordance with the mindset that one can never reach an apex in customer
service. The 2013 Call Center Excellence Awards honor, recognize and promote
the most innovative call center solutions and individuals over the past year.
With awards given in ten categories, they are dedicated to recognizing
superior thinking, creativity and execution across the full spectrum of call
center functions.
Join us during the awards Luncheon on Wednesday, June 12, 2013 at 12:30
pm as winners are recognized for their unique achievements. Don’t miss your
opportunity to meet with current and future leaders in call center excellence.
Award winners will receive our customized awards and have the opportunity to
present during a conference panel session. These leading companies will also
gain world wide recognition through press releases and in industry publications.
1. Visit www.callcenterawards.com and fill out the applications for the category you wish
to apply for.
2. Send the completed applications to callcenterweekawards@iqpc.com
Applications are due April 12, 2013 and finalists will be announced the last week in May.
How to Apply
Why apply for a Call Center Excellence Award:
• Be recognized in front of hundreds of your call center peers
• Add to your professional development with an industry recognized accolade
• Be featured in post-event press including press releases and media publications
• Share your expertise during the award-winners Discussion Panel
The 2013
Categories Include:
About The Awards
Best in Class Call Center
(over 200 staff)
This award is dedicated to a World-
Class Call Center that sets a vision of
Excellence.
Best in Class Call Center
(under 200 staff)
This award is given to the center that
defined its overall strategy
contributes to the growth and profit
of the organization.
Best Outsourced Provider
This award details how the provider
acts as a strategic partner to client
companies and provides seamless
service aligned with corporate goals.
Best Performance Acting on Voice of
the Customer and Voice of the
Social Customer
This category details how companies
engage with customers and translate
feedback into action, including
converting a voluminous amount of
feedback data into product and
process innovation for breakthrough
performance.
Best Technology Solutions Provider
This award addresses how a
technology solution helps client
companies improve their efficiency,
productivity, profitability and
customer service.
Greatest Job Creating a Culture that
Inspires World-Class Excellence
This award addresses creating a
Voice of the Customer culture and
gaining employee support to carry
out your vision.
Best Contact Center Learning,
Development & Recognition
Program
This award explores integrating
learning and development with short
and long-term business goals
The Call Center Leader of the Year
This category entails: embracing the
megatrends, delivering a consistent
customer experience in a
multichannel environment, and
inspiring a team to achieve
excellence:
NEW FOR 2013 - Best International
Call Center
This brand new award focuses on
driving business value and delivering
consistent world-class experience in a
multi-channel global environment.
Winner Runner Up 3rd
PLACE
Honorable
Mention
American Water
Road America
Cigna
Zurich
Acronis
Bluegreen
Corporation
Convergys
Thomas L. Cardella
& Associates
Firstsource
Discover
Stream Global
Valvoline
Pioneer
Assurant
Asurion
IntelliResponse
Aspect
Utopy
SDL
Jacada
Evolv
Kana
Allianz
TELUS International
Discover
Acronis
Amex Canada
Humana
Discover
Stream
Applicatio
n
D
ead
lin
e
Expired

PRE-CONFERENCE MASTER CLASS DAY
DAY
ONE
Get a head start on your learning experience by signing up for one of the hands-on interactive master classes by the most admired leaders in the industry. This is your
chance to dive deep into key fundamental areas including – coaching and customer service experience excellence. Drive your own personal development and gain
instrumental strategies for creating positive business results. Spaces are limited so don’t miss out and sign up now!
MASTER CLASS A
12:00 PM Registration for Master Class A & B
6:00 Monday Night Meet Up SEAHORSE LOUNGE- Located caddy corner from PURE night club
Inspired by the underwater world of mermaids and seahorses, this architecturally stunning Las Vegas lounge is tranquil yet hip. Few options for nightlife in Las Vegas can boast a towering 1,700-
gallon aquarium. Offering a full cocktail menu, the Seahorse Lounge at Caesars Palace features specialty martinis and more than 20 champagnes served in half-bottles and individual pops.
Specialty coffees and espressos are always available. Cash Bar Event!
6:00 PM
MASTER CLASS B
5:00 PM
BACKBYPOPULARDEMAND!
LASTYEARTHISSESSIONSOLDOUT,REGISTEREARLY!
(CERTIFICATEINCLUDEDINREGISTRATIONFEE)
Monday, June 10, 2013
1:00 PM Radar On-Antenna Up… Fulfilling Customers Unexpressed
Wishes
This program will have you on the edge of your seat wanting more. It was designed for
organizations who are ready to take their customer service experience to the next level.
It focuses on important elements and subtle nuances of delivering excellent customer
service in a consistent manner. This program is great for employees at all levels of your
organization. In this master class, you will discover how successful Ritz-Carlton supervisors
and managers create exceptional memories for their guests through consistently
applying the performance management cycle.
Learning Objectives:
• Key service principles which lead to emotional connections
• Legendary service does not have to cost a lot of money
• The importance of a written service strategy
• The difference between expressed and unexpressed customer needs
• The power of surprise and delight
Learn the Ritz-Carlton way with eight key points necessary to deal with customers
that are used to the best of everything and are hard to “wow” including:
• Legendary service does not have to cost a lot of money
• The three steps of service
• Olympics-gold vs. silver
• Radar on and antenna up
• Fulfilling unexpressed wishes?
• The Ritz-Carlton “WOW stories”
• Happy customers do spend more money
• Ordinary people doing ordinary things extraordinarily well
This master class features practical exercises you can take back to your teams to
achieve higher levels of engagement with your employees and customers.
5:00 PM Team Challenge
Who says you can’t have intimacy and community involvement at the largest conference in
the industry? The last hour of this master class will feature a team challenge where attendees
will break up into teams and apply the customer service tips they just learned to their business.
Get ready to roll up your sleeves in the last final power hour where you put ideas into practice.
6:00 PM
1:00 PM Coaching your Way to World-Class Results
• 2010 Winner IQPC Call Center Excellence Awards – Best in Class Call Center
(under 200 staff)
• 2011 #1 Best Places to Work Award for Companies between 100-500 employees by
the Houston Business Journal
Very often, boosting productivity comes at the expense of job satisfaction and entails
involving longer hours and more responsibilities. Find out how to concentrate on skill
development in the organization and coach your way to world-class excellence.
Walk away from this session with a completely different approach of how to boost
productivity and revenue, and decrease costs – all while protecting culture.
With the economy sputtering, Blinds.com has managed to double their size and
achieve award winning results. Blinds.com is the largest seller of blinds and window
coverings on the internet in both the U.S. and Canada and the largest internet based
business in Houston, TX. This session will include live coaching sessions designed to
demonstrate how to coach your way to world-class excellence. It will also provide
you with the insight needed to determine whether you are allocating your
time/attention properly for achieving maximum performance results.
Attend this eye opening master class and find out how to:
• Achieve double digit performance improvement and close rates (Steve Riddell’s
team averages over 35% close rates, up from 12% just 4 years ago)
• Create a culture that inspires employees and mirrors award winning companies
• Achieve year-over-year performance improvement with every one of your call
center staff
• Find out why it’s importance to focus on “competence” rather than “compliance”
with sales and customer service people.
This is a must attend master-class for any executive interested in doubling and tripling
results by coaching people! Don’t miss this live mock coaching session designed to
demonstrate how to empower people through Self Discovery.
Steve Riddell
Vice President and Chief Operations Officer
Blinds.com
Diana Oreck, CHT
Vice President
The Ritz-Carlton Leadership Center
= C-LEVEL EXECUTIVE

Tuesday, June 11, 2013
DAY
TWO
Select three different workshops that align with your development areas. All workshop leaders are trained to deliver and executive training programs, giving you the solid
strategies to take back and implement at your own call center. Spaces are limited so sign up today!
PRE-CONFERENCE
WORKSHOPS & KICK-OFF KEYNOTE
8:00AM - Stop Being Just a Contact Center—Become the Nerve Center for
11:00 AM your Organization through Customer Feedback
Erich C. Dietz, Senior Director, Sales, Mindshare Technologies, Inc.
Customers do not view contact centers as islands within a brand; they view them
as an experience within in a brand journey. Leading organizations are harnessing
customer feedback within their centers and using it to drive operational change
within—and well beyond—their centers to improve the overall customer
experience. These organizations understand that not all customers or interactions
are created equal, so it’s critical to tailor their customer feedback approach
accordingly.
A well-executed voice of the customer (VoC) program can drive improvements in
first-contact resolution, employee performance, and profitability across the
enterprise. But to accomplish this, companies must be more efficient and effective
with their use of feedback, especially as it relates to their ability to extract insights
from customer comments and other forms of unstructured feedback. A company’s
ability to quickly analyze feedback enables them to provide optimal experiences
at every touch point.
What you will learn:
• New tactics for obtaining more feedback from customers
(voice, online, mobile, etc.)
• The concept of “frictionless feedback” & survey design for more customer-
friendly and business-friendly surveys
• Innovative ways to analyze feedback to distill insights
• Techniques for converting data into actionable information
WORKSHOP C
Effective Management of a Multi-Vendor Environment: Critical
Steps in selecting, partnering, and managing your Customer-
Centric Outsource Contact Center Provider
Ian Santry, Team Leader: Marketing/Product Development, 360’CRM
Rob Marshall, Chief Operating Officer, 360’CRM
360’CRM’s interactive “Effective Management of a Multi-Vendor Environment” will
be overview of outsourcing Contact Center Services by determining what process
considerations are necessary to gain the most from Contact Center/Vendor
Management space. A current or perspective contact center/vendor
management practitioner will learn how to identify, select, and optimize your
Outsources Contact Center channel while enhancing overall performance and
enterprise decision-making. Our educational workshop will conclude with a
comprehensive case study that will bring to life in a real-world way how Process
fundamentals, along with the right Technology support, can deliver effective,
customer-centric performance and bottom-line results.
What you will learn:
This session is designed for companies considering or currently outsourcing their
call center/ teleservices activity or looking to enhance the performance of their
own internally managed call center channel. We’ll address strategies for driving
improved Contact Center Performance and Customer Experience, Reducing
Costs and Managing Risk.
Areas of Examination in Order to Fully
Leverage your Outsourced
Vendor/Partner Environment –
Examples:
• Contact Center Selection Process
(Inbound, Outbound, B to C, and B
to B; different considerations for
different handling applications);
• Key Performance Metrics – Customer,
Agent, Contact Center, Channel
• Multichannel Customer Interactions –
Phone, E-mail, Self-Service, and SMS
• Key Stakeholder Alignment –
Communications & Governance
Technologies that enhance
Operational Performance within your
Multi-Vendor Environment – Examples:
• Contact Center – Operational
Performance Support, Actionable
Data, and Modeling;
• Contact Center – Dynamic, ongoing
sales and customer care skills
development support;
• Customer Experience – Agent
support technology;
• Customer Experience – Churn
Analysis, Cycle Marketing
intelligence, and Brand Satisfaction.
Operational Case Study:
In-depth review of Fortune 100
company’s vendor management
“revolution” in an environment of
intense regulatory scrutiny.
• Background
• Lessons Learned
• Learnings Applied
• Current Initiatives
WORKSHOP D
7:15 AM Registration for Workshop C and D
“It was certainly an exciting learning process for me
personally and professionally”
- Lisa Jones, Supervisor, Group Retirement Services Call Center, Sun Life Financial

2:30 PM - Balancing Innovation and Quality in the Call Center Landscape
Cecilia “Chilly” Lopez, Vice President Quality, SPiGlobal
Retailers, Financial Institutions, Electronic Manufacturer, Telecommunication
Suppliers, Media & Entertainment Providers, and Energy & Utility organizations face
difficult – and unique – challenges towards rebuilding trust in this ever-connected
marketplace. SPi Global will take you on a journey that establishes a success track
towards excellence in the customer experience by establishing strong and robust
Quality & Process Management that covers 3 core areas:
• The value of earning back trust through using sound Business Intelligence to
improved operational efficiency
• Improvements can take place “after” personalized service is identified in living
up to new customer expectations
• Effectively linking customer experience strategies to bottom line results and
increased satisfaction by indoctrinating Innovation across your servicing platform
This journey will neither happen overnight nor be the same for every organization,
but success absolutely hinges on the incorporation of innovative strategies for
overcoming challenges in business intelligence and process improvement.
WORKSHOP G
Contact Center Metrics that Really Matter
Patrick Botz, Vice President, VPI
Now more than ever, contact center managers and executives need to be
proactive in helping their organizations accomplish strategic and tactical goals,
but with so much data available there's a tendency to rely upon the tried and
true call center metrics that everyone tracks. Successful managers know the few
metrics that really matter, understand best practices for measuring them, and
utilize proactive technologies that enable them to effectively monitor metrics to
identify and optimize rather than wait and react.
Find out how to:
• Identify the most valuable metrics for your organization that yield the results that
matter - both to internal and external stakeholders.
• Avoid some of the most common pitfalls encountered in establishing a focused
few metrics approach.
• Establish appropriate metrics, KPIs and processes that can quickly allow you
visibility into your entire customer contact operations and result in greater
customer engagement and loyalty.
• Link employee performance to metrics and create a greater sense of
commitment and accountability
WORKSHOP H
DAY TWO: PRE-CONFERENCE WORKSHOPS & KICK-OFF KEYNOTE continued Tuesday, June 11, 2013
11:15 AM - Customer Experience Journey Mapping: Design Experiences that
2:15 PM Drive Customer and Business Value (box lunch served)
Donna Johnson, Principal, Applications Business Group CX and CRM, Oracle
Join the Oracle Team for an interactive CX Design Workshop designed for business
leaders, CX professionals, innovators and change-agents.
Participants will gain hands-on experience mapping customer journeys, diagnosing
customer experience issues and identifying opportunities, and designing
experiences that deliver both customer and business value. We will address the
strategic challenges & opportunities that customer experience presents from global
and industry perspectives. Lastly, learn the fundamentals of CX Strategy & Design
and how to catalyze customer experience transformations.
This workshop will include skills for Customer Experience design:
• In-depth understanding, CX Economics, and CX Branding Principles
• Hands-on experience mapping customer journeys, diagnosing customer
experience issues and identifying opportunities, and (re) designing experiences
that deliver both customer and business value
• Introduction to agile and lean startup principles as foundations for rapid CX
Innovation
WORKSHOP E
Technology for Tomorrow: Turning Customer Experience into
Action
Taylor Allis, Vice President, TeleTech
Leveraging big customer data for more sales. Creating a 360-degree view of
customers. Building voice-of-the-customer programs. Improving customer
relationship management processes. Providing seamless customer service
interactions across all communication channels. These goals sit at the top of
organizations everywhere, so why is it so difficult to turn them into action plans and
operationalize them?
Join TeleTech in an interactive workshop to understand the challenges blocking
today's biggest customer experience initiatives. This workshop will evaluate today's
technologies and solutions to overcome these challenges, and the group will
collectively brainstorm a vision for the future of your customer experience.
Attendees will walk away with a Top 10 Guide to help them:
• Understand the current state of customer experience technology and the
obstacles that stand in the way of realizing their vision
• Know when to invest in new service technologies, when to integrate, and when
to rip and replace
• Think outside the box when it comes to delivering what customers want
WORKSHOP F
11:00 AM Registration for Workshops E & F
2:15 PM Registration for Workshop G & H
5:30 PM
(box lunch
served)

6:20 PM Evening Excursion
Optional add-on show (Exact Show to be Announced)
You asked, we delivered. We take your feedback very seriously and
continually strive to bring you the complete experience from the moment
you arrive to the moment you leave. You asked for an opportunity to see a
show with fellow attendees and we’re happy to organize this. We realize
you’ve had a long day of conferencing, so this is a chance to unwind with
fellow attendees, leave work behind and engage with other like-minded
peers. We’ve found our attendees to benefit just as much with these
networking events as they do during educational sessions. Don’t miss out
on informal networking opportunities like this.
We are in the final process of securing group seats for a premier show.
Check back soon. Space will be very limited,
MAINCONFERENCEKICK-OFFKEYNOTE
2013 HAS MORE OF EVERYTHING
That makes Call Center Week the annual meeting place for
customer management leaders year after year...
5:35 PM
Pro U.S.: Creating and Keeping Jobs in the U.S.
Brian O’Mara, Vice President National Call Centers, Safelite® Group
2011 Global Call Center of the Year finalist
Safelite® Group is a multi-faceted vehicle glass and claims management
service organization that operates four contact centers handling 15 million
calls per year. Find out how Safelite developed a part-time staffing model that
allows the company to operate in the U.S. yet remain cost-competitive with
India (the cost-per-call variance is 10%).
• Realizing costs savings – part-time model versus full-time model costs
• Enhancing customer experience – scaling up or down based on customer
demand and avoiding language barriers
• Understanding what the hiring model looks like
• Identifying target demographics for CSRs including college students,
retirees, mothers
• Conducting hiring assessments/personality profiles
• Investing in an intuitive training model that allows you to get someone up
and running within hours if needed even if they have no industry
experience.
Why this matters to you? If you’ve considered offshoring, near shoring or home
shoring you’ll grapple with weighing the benefits and drawbacks. Learn how
to keep service up and costs down in this local economy.
OPEN TO ALL MAIN CONFERENCE ATTENDEES!
MORE content • MORE choices • MORE end-user speakers • MORE inspirational, motivational keynotes
MORE structured, meaningful networking • MORE global perspectives • MORE evening activities
For one travel spend and 5 days out of the office, you will get:
MORE VALUE THAN EVER BEFORE
• 2 Master Classes
• 6 Workshops
• 5 Concurrent Breakout Sessions
• 13 World-Class Keynotes
• 100+ Cutting-Edge Exhibitors
• 50+ Educational Sessions
• 2 Site Tours
• Global Focus Day
• Call Center Excellence Awards Celebration
• 1200+ attendees with 55%
representing end-users,
more than any other event
DAY TWO: PRE-CONFERENCE WORKSHOPS & KICK-OFF KEYNOTE continued Tuesday, June 11, 2013

Wednesday, June 12, 2013
DAY
THREE MORNING KEYNOTES: A collection of passionate leaders, visionaries and inspirational stories
MAIN CONFERENCE
1. Avoid 3 Mistakes Good Contact Centers Make
Led by: Matt McConnell, CEO, Intradiem
2. Home Agent Best Practices
Led by Neil Hooper, Senior Marketing
Manager, Plantronics
3. Using Dashboards and Digital Signage to
Enhance Productivity and Teamwork in Your
Contact Center
Led by: Matt Wheat, National Sales Manager,
Texas Digital/NCR
4. Customer Experience Management
Optimization
Led by: Mike Burke, Vice President of Sales, IQ
Services
5. Delivering Seamless Customer Experience
with Multi-Channel Support
Led by: Colleen Miller, VP Contact Center
Solutions, Harte-Hanks
6. The Challenges and Opportunities of a Multi-
Channel Contact Center – from Dial Tone to
Social Media
Led by: Craig DiAngelo, VP, Enterprise &
Operator Services, VoltDelta OnDemand
7. Automation Strategies for Enhancing Customer
Service
Led by: Frank E. Paterno, VP Marketing,
Intelliverse
8. Workforce Management: Driving Customer
Experience and Efficiency
Led by :Bradley J. Baumunk, Solution Marketing
Manager – Best Practices Lead - Customer
Service, Genesys
9. Tons of data, but no actionable information.
Learn how to harness Big Data in your contact
center for true business value
Led by: John Peitler, Vice President,
Microautomation
Umesh Jain, Founder and CEO, Nowanalytics
10. Wireless Gone Wild: Unleashing the Power of
Mobility in the Contact Center
Led by: Chris Schultz, Jabra Demand
Generation Director and Kay Phelps, Jabra UC
Segment Manager
11. Multi-Channel Centers: Let's Talk About Which
Metrics Matter!"
Led by: Bruce L. Belfiore, Senior Research
Executive & CEO, BenchmarkPortal
BACKBYPOPULARDEMAND!
12:30 PM Call Center Excellent Awards Ceremony Luncheon
Featuring Lifetime Achievement Award Winner, Maxine Clark CEO of Build-a-Bear
Don’t miss out on the most anticipated event of the show, call center excellence awards.
8:00 AM Opening Remarks & Chief Networking Officer
8:30 AM The Magic of Collaboration: Driving the Culture of the
Organization Down to the Front Line
Patty Coaley, Director of Diversity Education/Show Producer, MGM Resorts
International
This opening morning keynote is sure to inspire you. Hear how 70 MGM
Resorts International employees wrote, produced and starred in their own
production called Inspiring our World: A Musical Journey. The show
explored MGM’s commitment to diversity and sustainability. “It was just
like America’s talent. Everyone did something different.”
The show, led by motivational speaker Ondra Berry, shared the elements
of a typical company event including group handshakes, mission
statements, and claims that employees work for "the greatest company in
the world." But, instead of teaching in classroom setting, MGM produced
this musical production with the goal of getting all of its 62,000 Las Vegas-
based employees engaged in its corporate diversity program. Don’t miss
this moving session where MGM’s Chief Diversity Officer, Show Producer
and even some of the show stars sharing vignettes! Walk away with
unique ideas for employee engagement!
Why this matters to you? You constantly seek creative ways to motivate,
engage and inspire your employees to lead with passion. This is an over-
the-top example of moving a large workforce to believe.
9:15 AM Walk the Walk: Become a Customer Company
Tony Kavanagh, Vice President Service Cloud Marketing,
salesforce.com and client
Smart organizations everywhere are realizing that in order to stay
competitive, they must be customer-centric. However, in today’s lean
and fluctuating economic conditions, making decisions with your
customers in mind becomes a daily battle when it doesn’t always
reflect immediate bottom-line impact. Couple that with customers
dedicating how and when they want to be communicated to and it’s a
daily struggle to meet their expectations. In this session learn how
Service Cloud, the #1 customer service application, can help you
connect with your customers in a whole new way from the contact
center, to self-service communities, social media and beyond. Also hear
how a Salesforce’s leading customer is setting new standards in
customer service, meeting customers where they want to be met, and
delighting them every time.
Why this matters to you? Technology is accelerating faster than we can
keep it. You need tools and methods to help you deliver excellent
service every time.
10:00 AM Morning Networking & Refreshments Break in Exhibit Hall
*FEATUREDINBLOOMBERGBUSINESS,
JANUARY2013
Phyllis James
Chief Diversity Officer
MGM Resorts International
= C-LEVEL EXECUTIVE
10:45 AM INTRODUCING OUR SURPRISE KEYNOTE!
The Bear Necessities of Business: Building a Company with Heart
Maxine Clark has been "Chief Executive Bear" of Build-A-Bear Workshop, Inc. since the
company's inception in 1997. Today there are more than 400 Build-A-Bear Workshop stores
worldwide. Don't miss this exciting keynote from one of the true innovators in the retail
industry. We'll hear about Maxine's mission "to encourage the entrepreneurial spirit in others to
move our economy forward." As an entrepreneur, Maxine will share her story about creating
Build-A-Bear Workshop and turning a simple idea into a successful company with
heart. Don't miss the wonderful story peppered with input from Guests and Associates.
• Key strategies for spotting emerging trends
• Identifying and acting on customer needs
• Understanding the tools needed to start, run and market a company from the ground up
• Creating an award winning culture
Hear how BBB uses customer insights to evolve their experience. Plus, find out why Build-A-
Bear Workshop was named to the 2013 FORTUNE Best Companies to Work For(r) list for the 5th
consecutive year!
Why this matters to you? We are constantly challenged with running a business in today's
competitive environment. Our innovative Chief Executive Bear will provide the insight
needed to spot trends, realize tremendous growth and build a company with heart.
11:30 AM Roundtable Interactive Discussions (Peer-to-Peer Experiences, Led by Subject
Matter Experts) Leaders include executives from the following leading companies:
Maxine Clark
Founder and Chief Executive Bear
Build-A-Bear Workshop Where Best Friends Are Made

DAY THREE: MAIN CONFERENCE Wednesday, June 12, 2013 • CONCURRENT BREAKOUT SESSIONS: Best practice sharing with information you can apply to your world.
TRACK A
TRACK B
TRACK C
Chair: Rich Guth, Vice President
of Marketing, Transera
TRACK D
TRACK E
Customer Experience Excellence
Chair: Kevin Karlin, Technical
Product Manager, Symbi
When Training Isn't
Enough: An Agent
Development
Methodology that
Improves Business Results
Caroline Hagan, Vice President
Member Services, Aeroplan
Canada
John Bardawill, Managing
Director, TMG International Inc.
In this case study presentation,
Caroline Hagan, Vice President
Member Services, Aeroplan will
discuss how Aeroplan
developed a successful Agent
Development strategy to
support a major transformation
of their Contact Center. The
challenge was to drive change
at the agent level that was in
line with the new strategy and
had a positive impact on the
customer experience.
Hear how TMG International Inc.
developed a unique
competency framework and
methodology to help Aeroplan
re-engage and re-orient its
agents around the
organization’s new vision and
mission. Key components of this
methodology will be explored
including how to:
• Develop an organizational
model that allows for sufficient
and ongoing coaching
• Manage the many factors
and levers required for
performance optimization
• Facilitate a strong
agent/customer relationship
• Develop a sales-driven culture
amongst the agents
• Leverage the call structure to
ensure consistent results and
an improved customer
experience
Social CRM: Dig Deeper
to Uncover What Your
Customers Really Think
James Norwood, Chief
Marketing Officer, KANA and
client
Social media is transforming the
business-to-customer
relationship. The opinions your
customers are openly sharing on
public review sites, Facebook
and Twitter, and a multitude of
other communities and forums,
essentially constitute market
research, free of cost. Paying
attention to what's being said
provides a valuable opportunity
to better understand your
customers. This session will
provide insight into social media
monitoring that goes beyond
reputation management,
tapping into the passion of your
customer base to help you
understand their joys and
frustrations with your brand in
their own words.
• Leveraging listening
technology to analyze the
large quantities of constantly
generated online commentary
in real time
• Employing text analytics to
identify meaning,
• Proactively evolving in the
direction of your customers'
needs
• Processing natural language in
order to track online
conversations more accurately
• Conducting root-cause
analysis
• Analyzing and diving into the
comments being made
• Find out how to leverage
qualitative and quantifiable
insights to identify and address
potential gaps between your
brand promise and the
customer experience
Transitioning from Service
to Sales: Positioning the
“Sales Connection” as
the Key to Empowerment
Jane Pearson-Wray, CSG - Sr.
Manager, Continuous
Improvement, Electrolux Major
Appliances, NA
Expanding the role and skillset of
frontline agents can enhance
their value to customers as well
as to your company. This session
will focus on improving your
agents’ ability to strengthen
customer relationships and drive
more revenue for your
organization. Electrolux Major
Appliances, a global leader in
household appliances selling
more than more than 40 million
products to customers in 150+
markets, manufacturer’s strong
brands including Electrolux and
Frigidaire products. In 2011, a
new CEO started and launched
10 “smart initiatives” with one
directed to the contact center –
generate revenue dollars for
after market needs. Find out
how the company converted
calls into a sales opportunity and
achieved a 325% growth in
consumable goods revenue in
just one year.
• Understanding when to
transition from a service to
sales environment
• Enhancing customer
relationships by offering value
added services and products
• Driving cultural change,
gaining buy-in,
“cheerleading,” and keeping
it fun
• Implementing a 7 step “V
Model” process for driving the
initiative
• Launching a commission
structure with culture building
team activities/rewards
Strategies for Achieving
World-Class Excellence
and Ensuring Consistency
Across Channels
Kim Flemm, Vice President &
Head of Operations Retirement
Solutions, The Guardian Life
Insurance
• 2011-2012 J.D. Power and
Associations Call Center
Certification
The Guardian Insurance &
Annuity Company, Inc. (GIAC
has been recognized for call
center operation customer
satisfaction excellence under
the J.D. Power and Associates
Call Center Certification
ProgramSM for two straight
years. The company, operating
a very complex financial
services center with a long pre-
approval process, recently
ramped up and shortened the
agent training process. This
session will share strategies for
ensuring consistency in the
quality of products/services
and in the value
representatives put on the
customer experience.
• Learn the critical areas of
customer satisfaction
• What best practices have
been aligned with their
customer needs
• An innovative approach to
pre-hire interviews called
“Round Robins”
• Hiring, training and
assessment practices as well
for both full-time and temp
staff
1:45 PM Creating a Winning Call
Center Culture – Fortune
Best Place to Work
Presenter!
Marc Bernica, Vice President of
Operations, BrightHorizons
• Fortune Top 100 Places to Work
= 13 straight years
• 2012 Center of Excellence,
BenchmarkPortal
Founded in 1986, Bright Horizons
Family Solutions a leading
provider of employer-sponsored
child care, early education, and
work/life solutions. When families
call looking for care for their
loved ones, they need to be
served by people who do more
than process a transaction; they
need personal service from
someone ready to provide a
customized caring solution.
Bright Horizons is a 2012 recipient
of the Center of Excellence
Award and has been on the
Fortune Top 100 Places to Work
for 13 straight years. Find out
how the company’s guiding
principles are engrained in the
culture to the point where every
employee is living and breathing
its core values. You’ll hear
outstanding results caused by
their employee engagement
including 80% of their new hires
are employee referrals, customer
satisfaction averages 97.3% and
their agent satisfaction is a
perfect100%.
• Learn about their formal
recognition program designed
around their principles and
incentivized by performance
• Hear how and why they give
their staff a heightened level of
autonomy
• Walk away with strategies for
mastering performance
through the company culture

DAY THREE: MAIN CONFERENCE continued Wednesday, June 12, 2013
2:35 PM Finding the Best Fit:
Recruiting for Your
Culture & Hiring
Assessments for Talent
Development
Lynn O’Neill, Corporate Vice
President, New York Life
Find out how New York Life
reduced turnover from 2.5% to
1% and firmly believes that you
“should never settle” with your
hiring selections. During this
session you’ll learn about New
York Life’s hiring assessment
process and how they’ve
streamlined it for top efficiency.
You’ll have a chance to see
the actual hiring assessment
dashboards used by the New
York Life. Walk away with
strategies for uncovering the
right fit for the right jobs - all in
accordance with your overall
culture and mission.
• Pre-determining a
candidate’s cultural fit with
your organization
• Leveraging personality
profiles to match candidates
with different internal
positions
• Employing scorecards and
analysis to review results and
probe candidates for the
best fit
• Pinpointing candidates’
strengths and weaknesses by
analyzing their scores
Virtual Agents (VA’s)–
Engaging in Automated
Conversations with
Customers in Self-
Service Environments
Intelliresponse & client
Find out how to empowering
customers through their
journey for answers and task
completion by simplifying the
process of delivering
information across multiple
interaction channels. Realizing
key organizational benefits
including:
• Cost reduction via deflection
of phone calls and emails
from the contact center
• Revenue generation via
support of cross-selling and
upselling efforts
• Deep customer insight via
real-time voice of the
customer analytics
Find out how to deliver an
enhanced customer
experience by making it easy
and enjoyable for customers
to get answers to their
questions when and where
they choose
Personality Matters
Rhonda Hammond
Vice President Corporate
Operations, TriWest HealthCare
Alliance
Mike Ashe, Vice President,
Mattersight
Each person has different
behavioral characteristics that
define their world view,
psychological needs and the
way they interact with the
world around them. The way
they communicate and the
language they use, on a
second-by-second basis, are
advertisements that provide a
clear window into their
personality and behavior.
Knowing how important
personality and behavior are to
human interaction, behavioral
connection can advance
Customer Relationship
Management to the next
level.In this case study, TriWest
will present their approach and
results from implementing
Mattersight's Predictive
Behavioral Routing Solution.
Within 2 weeks of
implementing, they measured
the following results:
• 68 seconds (64%) ATT savings
during non-peak periods
• 27 seconds (11%) overall ATT
savings
• Increase is customer
satisfaction
• Increase in FCR
• Over 500% Return on
Investment with break-even
point in the 1st quarter of
implementation
Everyone is Busy but no
one is Happy
Terri Pennypacker, Senior
Manager, Product Marketing,
Pegasystems Inc. & client
Looking out across your
contact centers you see an
incredibly hard working
committed call center staff. So
why don't your results reflect all
their hard work? Join us to
learn how your technology can
guide your service
representatives through each
customer interaction,
regardless of channel,
delivering a more personalized
and productive interaction.
In this session we will show how
to:
• Capture your business and
the customer goals directly
within your technology
• Guide each service
interaction - delivering the
Next-Best-Action throughout
each interaction
• Rapidly adapt to constantly
changing, channels,
products, regulations without
customizations
The case study will showcase
how a leading organization is
delivering incredible results -
increasing their Customer
Appreciation Scores while
driving out cost.
TRACK SESSIONS CONTINUE
Ensuring a Clear and
Consistent Message
about the Customer
Experience
Protection 1 has over 65
locations, and actively ensures
the company thinks and acts
like one team. Protection 1’s
culture can be described as a
demanding, yet caring,
environment. The company
believes that setting high
expectations inspires
employees to be the best they
can be. Too often mediocrity is
an accepted practice within
company performance—yet
people often want to be
challenged to reach their true
potential. Find out how
Protection 1 has created a
culture that allows just that.
• Ensuring the C Suite provides
a clear and consistent
message about the customer
experience.
• Reducing service back log
time across the company
• Focusing call centers on the
key metric that has the
greatest impact on the
customer experience – LCW
(Longest Call Waiting)
“At the end of the day, we
believe the passion of our
employees and getting their
commitment to give their
discretionary effort—meaning
the extra effort that is not
required by the company, but
truly comes from their heart—is
what makes Protection 1 a
unique culture.”
Jamie Haenggi,
Chief Marketing
and Customer
Experience Officer,
Protection 1
= C-LEVEL EXECUTIVE

GrubHub Taps Cutting
Edge Cloud Solutions to
Delight Diners
Liz Osborn, Vice President of
Product and Solution
Marketing, Five9
Todd Provino, VP of Customer
Service, GrubHub
Organizations continue to
struggle with Cloud
misconceptions and how to
fully take advantage of next
generation Cloud technology
within the contact center.
Come hear how a leading
organization is leveraging
cutting-edge cloud contact
center technology to
gain impactful results such as
increased business agility,
enhanced agent productivity
and improved customer
satisfaction.
Using Business Impact
Measurement to Drive
Higher Education
Opportunities in Call
Center Operations
Dorothy Martin, LearningLINK
National Program Manager,
Verizon Wireless
Verizon Wireless developed a
unique model eight years ago
to measure the business impact
of their tuition assistance
program. The results of this
measurement laid the
groundwork for the creation of a
variety of college-level
educational programs that are
offered in their Call Centers
across the country.
This session will explain how
these educational programs
have impacted the business as
well as the personal and
professional development of the
employees. You will learn :
• The importance of measuring
the value of tuition assistance
programs in relation to
business impact
• How college-level education
program offerings can support
employee retention,
engagement, career mobility,
talent management strategies
and job performance
• The types of customized
educational programs offered
at Verizon Wireless Call
Centers
• The value of selecting the right
university partners to create
the customized curriculum
• How these programs have
changed people’s lives
Best Practices for
Focused Investments in
Contact Center
Analytics
Pratham Hedde, Vice President
Analytics and Research,
Genpact and client from GE
Money
This session will explore world-
class strategies for integrating
analytics in contact centers.
We’ll look at applications that
derive significant value from
large data sets spanning
internal data, customer
contact details, internet
contact information and
external data including.
• Call elimination strategy –
analytics driven IVR
optimization, FCR, Web
breakage elimination and
cross channel penetration
• Customer satisfaction –
Building an integrated
framework for Voice of
Customer and Call Quality
process
The client case study featuring
GE Money will focus on
leveraging analytics to
experience quantum leaps in
performance and realize high
cost savings. Find out how to
achieve continual optimization
using advanced analytic
techniques and improvements
to achieve sustained results
and benefits.
3:30 PM Driving Performance with
Solid Operating
Principles and
Objectives
Meg Neafsey, Vice President,
American Water
2012 IQPC Call Center
Excellence Winner – Best in Class
Call Center Over 200 Seats
American Water employs 7,000
people and provides an
estimated 15 million customers
with water and wastewater
service and generated $2,
368.9 million in total operating
revenue in 2011. One of the
lead causes of its success can
be attributed to its investment
in technology, however, it is
also due to its culture of
performance, accountability
and measurement that has
been developed. Get an
inside look into their key
operating principles and how
they stay on track.
• Learn how they measure and
manage performance
through metrics
• How they continuously
improve their training
• See their detailed training
curriculum at each level
• Empower their teams to self-
manage work volume,
allocate resources and
optimize operations
Achieving Multi-
Channel Excellence
The key to differentiating your
customer experience is to
deliver holistic, personalized
interactions across channels. In
this session, we’ll focus on the
implementing tools and
strategies for achieving peak
performance across multiple
channels. Find out how to
maximize customer satisfaction
and loyalty—while reducing
cost to serve and increasing
revenue.
• Delighting customers at every
touch point.
• Implementing social media
strategies
• Transforming analytics into
actionable knowledge
• Personalizing technology for
meeting generational
differences
• Walk away with best
practices for communicating
with customers in real-time in
their choice of channel.
4:05 PM Afternoon Networking & Refreshments Break: Meet the Awards Winners in the Exhibit Hall

4:50 PM The Role of Culture in Delivering World-Class Customer
Service
In this joint presentation, global technology company Google presents
alongside their global contact center provider, TELUS International, to discuss
the role of culture in rallying agents and transforming customer service. Using
examples and best practices, this session covers:
• How to drive and sustain a customer-service culture from the start
• Implementing incentives to inspire “extra-mile” agent performance
• Creating a culture with meaning – getting your team to rally behind causes
• Using culture to hire and retain the next wave of Millennial talent
• The value of using social and collaborative tools in the workplace
• Why we need to work the way we live – and the tools that help
• Finding and selecting the right partners to bring your culture to life
Why this matters to you? Walk away with new ideas and strategies for building
a culture that attracts talent, enhances your brand, drives revenue, and most
importantly, puts customers first.
5:35 PM Dancing with the Talent Stars – Tapping into Talent for
Growth
• 2012 #1 Learning Elite company, CLO magazine
• 2012 #1 Leadership Development, Leadership Excellence Magazine
• 2012 #2 Leadership Development, Fortune
Wheaties is an iconic brand. The world’s most prominent athletes have
endorsed “the breakfast of champions.” Our distinguished keynote’s
primary job as a practitioner in the field of talent management has been to
nurture the internal champions – dedicated employees. This thought
provoking session will draw on Kevin Wilde’s years of experience at two
companies renowned for talent development – General Electric and
General Mills. Talent has become a natural rhythm of the business,
developing a mindset where the employees are a product which to invest
and build for the future.
• Talent Management: Stepping it up to deliver integrated solutions to
today’s development challenges
• Leadership Development – Grooming stars for the main stage
• Walk away with strategies for executing a practical talent roadmap for
systematic assessment and planning
"I had a tremendously outstanding time! The fresh ideas
and wonderful sessions and people were so good for
my mind. It was a great opportunity to be around such
positively charged and righteously motivated
individuals in my own professional, that really
understand and appreciate what we do!"
- Stuart Beame, Director of the Student Information Center at Central Piedmont
Community College
What this matters to you? The call center industry is all about people. In order
to attract and keep the best talent you need to nurture and develop your
talent.
6:20 PM Cocktail Reception
Join us in the exhibit hall for an exciting evening reception.
Here’s your chance to unwind and meet the delegates,
speakers, sponsors, media partners – and your friendly IQPC
team. Bring plenty of business cards.
7:30 PM Dinner Dine-Arounds
End the day with dinner with fellow speakers and attendees. We will have sign-
up sheets to local restaurants at the information desk.
Each restaurant will have a theme as a way to bring together like-minded
people. If you’re an inbound calls center, attend the inbound call center
dinner. This sure beats ordering room service! Attendees are responsible for their
food & beverage. Meet at the designated restaurant for a 7 pm reservation
under the name “Call Center Week”
Dinner Themes will include:
• inbound call centers
• sales centers
• virtual agents
• large call centers
• small call centers
• customer experience
Peter “Scotch” Scocimara
Director Enterprise Global Support
Google
Jeffrey Purrit
President
TELUS International
= C-LEVEL EXECUTIVE
Kevin D. Wilde
Chief Learning Officer and VP, Organizational Effectiveness
General Mills
GOOGLEANDTELUSINTERNATIONALCO-PRESENTATION

Thursday, June 13, 2013
DAY
FOUR MORNING KEYNOTES: A collection of passionate leaders, visionaries and inspirational stories
MAIN CONFERENCE
8:00 AM Opening Remarks
8:15 AM Call Center Excellence Award Panel
8:45 AM Empowering People. Powering Brands.
Donna Johnson, Principal, Applications Business Group CX and CRM,
Oracle and client
The Customer Service Leader is under greater pressure today than ever before.
With rapid adoption of new communication technologies and devices by
customers, customer expectations are on the rise and social media provides a
venue to share their experiences. The balance of power between the buyer and
seller has forever changed. Learn about the channels of interaction along the
experience and how customer expectations are changing.
To respond to these industry drivers, Customer Service Leaders have an
opportunity to deliver a superior customer experience, achieve operational
excellence, and transform your service organization. This results in the delivery of
your brand promise and improved customer loyalty. With Oracle, your service
organization can improve efficiency while treating every interaction as an
opportunity to deliver superior customer experience and increase revenue
throughout the entire customer lifecycle.
The Big Idea: Treat every interaction as an opportunity to deliver superior service
and increase revenue
9:30 AM Morning Networking & Refreshments Break & Live Demo Drive
in the Exhibit Hall
10:15 AM TECH DISCOVERY ZONE
Call centers are in the infancy stage of transforming into interactive centers.
Today, call centers and technology go hand in hand. Do you wish you could
discover all the latest in technological advancements in the customer care
industry under one roof? Do you wish you could do this outside the confines of
the exhibit hall, where you can touch, feel and compare technology within
each category in an environment void of pressure to buy?
Now you can. We’re pleased to present this first time event – DISCOVERY ZONE,
where there will be four rooms filled with the latest technology in your most
desired tech categories. These rooms will be filled with instructional videos,
technology demos, actual products for to see and feel yourself. There will also
be experts on-hand to answer questions or just allow you to wonder the room
testing them out for yourself.
11:00 AM Engraining the Customer Experience into the Culture and
Driving Innovation
Credit unions like 1st Advantage are not-for-profit financial co-ops; the focus is on
members, not outside investors, and profits are reinvested into the credit union.
Find out how 1st Advantage Federal Credit Union engages front line and senior
management employees to provide exceptional customer experience. Learn
how to create the cultural environment for innovation through your values and
the experience you want to provide to both employees and customers.
• Developing a 4 day academy that covers values, skillsets, member
dedications and a yearly refresher academy
• Listening and acting on internal customer feedback for new product and
process innovation
• Getting buy-in from ideas that stem from peer to peer brainstorming rather
than top down implementation
• Creating an innovation team comprising volunteer employees armed with
creating solutions for the company’s biggest challenges as outlined by top
executives
• Developing specific guidelines of what customer experience should look like
and incorporating it in standard operating procedures
• Implementing performance management programs including: Net Promoter,
member surveys, and mystery shops
Why this matters to you? We live in a world where products are communized, thus
the business is leaning on customer service as a way to differentiate. Walk away
with a strategy for beginning or improving your innovation process starting today!
11:45 AM Walgreens: At the Corner of Personalization and Intelligent
Multichannel
Mike Wooden, SVP, Convergys
Proactive customer outreach can help you retain customers, increase
incremental revenue, and build customer loyalty. By personalizing the
interaction, you gain trust and ensure that your outreach is seen as valuable. In
this case study, we’ll focus on how Walgreens used intelligent, multichannel
notification to contact more than a million customers about important
insurance coverage changes and convert those customers to a new program.
Learn how to use personalized notifications to:
• Improve customer satisfaction and build loyalty
• Reach high volumes of customers cost effectively
• Target and personalize notifications for improved response
• Utilize customers’ channel preferences for communications
Why this matters to you? Thanks to some of the top leading brands, customers
expect you to understand them and speak to them in a personalized way.
Walk away with insight on how one of the largest retail chains in the U.S. has
developed cross-channel integration that delights their customers.
12:30 PM Networking Luncheon
Sponsored by:
ORACLECLIENTCASESTUDYZONESCENTERS
THEMESWILLINCLUDE:
Automation,Social/Mobile,Metrics,IVR
andmore.
Lisa Church
Chief Experience Officer
1st Advantage Credit Union
Troy H. Mills
DVP – Customer Care Operations
Walgreen Co.
= C-LEVEL EXECUTIVE

DAY FOUR: MAIN CONFERENCE Thursday, June 13, 2013 • CONCURRENT BREAKOUT SESSIONS: Best practice sharing with information you can apply to your world.
TRACK A
TRACK B
TRACK C
1:45 PM Complete Customer
Experience
Bradley J Baumunk, Solution
Marketing Manager - Best Practices
Lead - Customer Service, Genesys &
client
The key to taking your business to the
next level in today’s world is through
positive customer interactions. Find
out how to implement solutions for
winning new customers, increasing
customer loyalty and achieving key
business goals.
• Employing workforce management
solutions to track customer
experience in the call center from
end to end
• Reducing churn and increasing
average revenue per customer by
delivering on the brand promise
• Leveraging advanced technology
for proactive, personalized
customer service and streamlined
service delivery
Key Steps for a Successful
Multi-Channel Marketing
Campaign
Tara Kelly, President, SPLICE Software &
client
This case study will explore a real-
world example of how call center
solutions play a critical role in the
success of multi-channel marketing
campaigns. This presentation will
detail all the steps of a successful
multi-channel campaign from
development to implementation and
will include insights into how
organizations can:
• Enhance customer experience and
loyalty across channels;
• Align customer and employee
experience;
• Drive strategic direction and
business value; and
• Realize cost efficiency and savings
to increase top line revenue.
Employing SugarCRM: Driving
Collaboration, Flexibility and
Growth
Geoffrey Mobisson, Managing
Director Technology & Marketing
Levementum, LLC
In this session, we’ll hear about
technology services available to
translate strategic business agendas
into IT initiatives and solutions for
measurably improving performance.
SugarCRM delivers a feature-rich set
of business processes that enhance
marketing effectiveness, drive sales
performance, improve customer
satisfaction and provide executive
insight into business performance. In
this client case study, we will look at
how successful CRM implementation
can drive growth and maximize
efficiencies in business practices,
processes, and relationship
management.
• Defining customer challenges and
objectives
• Leveraging technology to
implement a business process based
solution
• Navigating the process of
implementing a CRM solution
• Identifying key competencies
needed to set- up, configure,
maintain, and customize SugarCRM
Walk away with strategies for
identifying and implementing the right
process and information model to
foster world class performance and
consistency.
Revolutionizing Customer
Experience across Multiple
Channels
Shawn Castle, Manager, Valvoline
Support
Discover how to deliver a
personalized customer experience by
taking a multichannel approach to
your call center. Walk away with
strategies for customer data that
converts feedback from phone calls,
e-mails, chats, and social media into
actionable insights. Learn how to:
• Leverage the call center as the
collection point of complaints,
comments, and suggestions.
• Consolidate customer data
• Organize data into feedback that
can be shared and understood
internally
• Leverage analytics to predict
customer behavior
• Organize data into customer
scorecards that you can react to
just like other financial metrics.
2:30 PM Afternoon Networking & Refreshments Break in Exhibit Hall – Don’t miss out on the grand prize announcements
TRACK D
"I love Call Center Week
because the conference
definitely allows us to
understand the
innovation that is going
on in the business; the
technology that is
emerging and how we
can apply it to drive our
customer satisfaction
higher."
- Larry Willis, Director Sales
Operations and Customer Service,
Black & Decker

3:15 PM Creating a Formalized Call
Center Employee Career Path
Program
Amy Veasley, Director ESC Solution
Center Operations, Assurant Solutions
Jimmy Griffith, Director ESC Solution
Center Operations, Assurant Solutions
• Runner-Up 2012 Call Center Week
Excellence Award: Greatest Job
Creating a Culture that Inspires World-
Class Excellence
Find out how promoting individual
employee growth through a formal
proven career path program and
creating a fun, high-energy
environment encourages employees to
deliver excellent customer service!
• Creating a formal call center
employee career path program
• Providing a step-by-step process
aligning courses, on-the-job
observation/training, and skills
• Integrating a career path program
into ongoing coaching and Individual
Development Plan (IDP) processes
• Linking career opportunities on the
intranet for employee accessibility+
Creating a fun, high-energy contact
center environment
• Using different types of recognition to
encourage the right behaviors
• Keeping employees "in the know"
• Having fun at workResults:20% of call
center employees have progressed
into more advanced roles12% of call
center support staff team members
have been promoted into new roles
in the Assurant Solutions family
Remote Agents: Transitioning
to a Virtual Model for Cost and
Efficiency Savings
Katie Reagan, Director HRConnect,
Contact Team, Iron Mountain
• 2012 ranked #168 on InformationWeek
500, making 10th consecutive year of
making the list of the nation’s most
innovative users of technology
• 2012 Fortune’s “World Most Admired
Companies” list for the 8th consecutive
year
Learn out how Iron Mountain
transitioned from 35 field HR
Administrators to 10 virtual HR Advisors.
In this session, you will learn the best
steps for building out a virtual team
both from a ‘fit’ and technology
standpoint.
• Understanding what a virtual
workforce looks like
• Creating a process flow for inquiries
• Blending a service delivery model for
additional support, growth
opportunities and cost efficiency
• Expanding your talent pool with by
offering work at home opportunities
and scheduling flexibility
• Developing the leadership skill set for
managing, motivating and
rewarding a virtual team
HOT TOPIC!
If you have a hot topic or
compelling case study and is
interested in speaking, contact
simon.copcutt@iqpc.com
Top 10 Ways to Improve Call
Center Employee Motivation -
Non- Profit Perspective
Tom Dalton, Relationship Coordinator
Manager, HealthFirst
Kimberly Warrick, Client Services
Manager NJ Shares in Partnership,
Verizon NJ
Employee motivation is one of the
most challenging management tasks.
Plus, it has the greatest impact on the
overall call center performance and
success. There are no silver bullets
that can be applied universally as
motivation does not come with a
“one size fits all” checklist. Many
factors come into play – the size of
your center, the culture – and most
importantly – the employees. Our
engaging panelists from diverse
industries will share some of their
winning strategies. This session will
also include audience participation
and collaboration. An audience
volunteer will write down our group’s
top strategies live from the session;
post event, IQPC will make the top list
available on our website.
• Developing low cost incentive
programs around call volume,
quality and first call resolution
• Celebrating occasions and
successes
• Creating a team environment with
contests, awards, prizes and
collaboration efforts
4:00 PM It’s Not Your Daddy’s Chevrolet Anymore – The Future of Customer Communication
Board of Directors, SOCAP
Harris Polling -one of the most trusted institutes in America.
Non-profit ConsumerReports, one of America’s most trusted brands, is the 4th largest publication
in America and the 3rd largest subscription in America – with 8.4 million customers. Don’t miss this
insightful keynote by one of the company’s top 5 executives on the operating committee. Mr.
D’Alessandro is focused on developing strategies that meet budgets/metrics and driving the
implementation of new technologies for efficiency and automation. Find out lessons learned
from a company that shifted from print to online with the vast income now coming from online.
• Embracing a changing paradigm with the way customers want to connect with us
• Understanding the impact of internet surfing as 70% of traffic is confined to only 4
sites including Facebook, Amazon and Google.
• “Being where customers are” – impact of kindles, smartphones, tablets and other
technologies
• Learn strategies for positioning customer service to deliver metrics and strategic
advantage to both customers and the business!
Why this matters to you? Every business is in a major paradigm shift thanks to the
rapid advancement of the technology and the digital consumer. Learn how a
publishing house listened to their customers and continues to deliver in this changing
world.
CONCLUDINGKEYNOTE
DAY FOUR: MAIN CONFERENCE continued Thursday, June 13, 2013
Michael D’Alessandro
VP Executive Operations and Chief of Staff
Consumer Reports
= C-LEVEL EXECUTIVE

Friday, June 14, 2013
DAY
FIVE
POST-CONFERENCE
SITE TOUR & GLOBAL FOCUS DAY
8:30 AM - 11:30 AM
Group 1: Site Tour I
10:30 AM - 1:30 PM
Group 2: Site Tour J
GLOBAL FOCUS DAY
Driving Business Value and Delivering Consistent World-
Class Experience in a Multi-Channel Global Environment
The International Focus Day identifies shared issues among different verticals and
regions to leverage peer-to-peer networking and problem-solving. With the global
contact center market responsible for about $2 billion in business, companies need
their call centers to provide outstanding customer service to retain customers and
increase sales.
Speakers will share insights and experiences from a global perspective. While the
industry struggles to deal with a rebounding economy, pressure to reduce
overhead, and the struggle to keep every customer, the Global Focus Day
provides contact center executives with strategies for achieving excellence in a
global environment.
SITE TOURS
Featuring a Tour and Presentation
EACH SITE TOUR IS LIMITED TO 50 PEOPLE – Please register early to reserve your spot on this
exciting tour! We expect all three Zappos site tours to sell out. Attendees wish to attend
both site tours can select I and L. All-Access 5 Day Pass holders may select one Zappos Site
Tour and the Caesars Entertainment Site Tour – no additional charge, pending space
availability.
About the Site Tour:
Culture -ZAPPOS Makes Work “FUN”
Zappos.com’s ultimate goal is for everyone in the world to be happy to go to work. And
it's not just about work. Happy employees make happy husbands, wives, parents and
friends. Creating a strong culture at work is how Zappos.com can make the world a
better
Join us for a tour at the Henderson, Nevada corporate headquarters to learn about the
Zappos Family approach to customer loyalty, human resources, recruiting, training, and
culture creation. During this tour, you’ll get to experience the inner workings of the
Zappos Family of companies, learn the history of Zappos.com and find out how $1 billion
dollars in gross merchandise sales was achieved in less than 10 years. You’ll also
experience how a values’ based organization uses strong culture to live out every day.
The Tour portion will include a walk-around tour of the headquarters and the customer
loyalty team call center. As you tour the facilities, you'll see how the Zappos Family is
motivated to Create Fun and A Little Weirdness in the workplace. We will also hear a 60
minute presentation by Zappos Culture Evangelist (expect to see some funky job titles!)
Don’t miss your opportunity to:
ZAPPOS FAMILY SITE TOUR
OPENINGKEYNOTE&C-LEVELPERSPECTIVE
12:30 PM - 3:30 PM
Group 3: Site Tour K
8:00 AM Registration
8:30 AM Employee Engagement – It Starts at the Top
Winner 2012 Global Call Center of the Year
In 2012, UPMC Health Plan, a University of Pittsburgh-affiliated global
health enterprise, won an award for Global Call Center of the Year in
the large contact center category. Find out how the contact center
team’s operational and strategic excellence, commitment to superior
service and internal partnerships has set industry standards.
One of the biggest misconceptions senior leaders have about
employee engagement is that it’s Human Resource’s responsibility.
According to Kevin Sheridan, author of Building a Magnetic Culture,
“The key ingredient for success for an employee engagement effort is
management accountability, and it starts at the top. Senior leadership
needs to own it.”
Mary Beth Jenkins is chief operating officer of UPMC Health Plan and
UPMC WorkPartners. She is responsible for the Enrollment, Customer
Service, Claims Processing, Facilities, Premium Billing, System
Configuration, and Mail Services departments. In this opening
keynote, Mary Beth will share her commitment to employee
engagement. Walk away with strategies for gaining C-Suite buy-in
and ownership along with the direct supervisor’s contribution to
engagement.
Mary Beth Jenkins
Chief Operating Officer
UPMC Health Plan and UPMC WorkPartners
= C-LEVEL EXECUTIVE
SOLD OUT SOLD OUT

GLOBAL FOCUS DAYSITE TOURS
9:20 AM Competency-Based Learning & Development
Toni Ann Mills, Global Director - Learning and Development
Competency–based training allows consistency and standards on a
global basis, while at the same time ensuring that local needs our met.
Our distinguished speaker from Fenwal, a Fresenius Cabi, which is a
diversified medical equipment company based in Germany, has over
12 years experience managing global operations.
• Find out how competency-based training can help you prioritize
your training dollars to achieve results. We will get our brain juices
going by using terms like competent, incompetent and non-
competent.
• Balancing "getting it done" with "ensuring it is applied"
• Identifying the functional, personal and business elements required
for superior performance
• Selecting and developing employees based on the identified
competencies
• Ensuring employee development is directly tied to job performance
• Understanding how competencies fit in with measuring and
developing your team
• Our distinguished presenter will demonstrate how to produce real,
measurable outcomes. Walk away with strategies for ensuring
global standards and meeting local business goals.
10:20 AM Morning break
10:45 AM Elevating the Call Center Profession: Assessing the
Value of a Concentrated Masters Degree
Tim Moruzzi, Progamme Director, Customer Contact
Planning and Management, Ulster Business School
With over 1 million people employed in the content centre industry in
the UK along, it’s surprising there is only one program with a
concentrated masters program. We know the current training is
fragmented and often lacks any research foundation on which to
inform future provision. As call centers become more strategic, there
is a greater demand for agent talent and development. The new
Bachelor of Science with Honours in Customer Contact Planning and
Management degree.
Learning & Development in the industry is of key strategic importance
and further investigation with current training providers and L&D
professionals indicates that the availability of such a programme
would result in;
• Training budgets being easier to identify
• A greater potential for personal and professional development
• Witness the Zappos family culture in action
• Hear the story of Zappos.com
• “See the “Royalty” char and the office decorations
• Tour Zappos customer loyalty department
• Hear about the coaching tools
• Participate in a question and answer period
• Scratch the surface on the Zappos culture
Zappos.com has won numerous awards such as:
• 100 Best Companies to Work For, Fortune
• Interactive Media – Top 10 Websites
• Retailer Innovator of the Year: Tony Hsieh, CEO, Zappos.com
ZAPPOS FAMILY SITE TOUR continued
DAY FIVE: MAIN CONFERENCE continued Friday, June 14, 2013
11:45 AM – 2:40 PM
SITE TOUR L
11:45 AM - 12:25 PM (Lunch will be served)
Introduction by Christopher Bowers, Director of Operations, Caesars Entertainment
Opening Site Tour Presentation Led by one of Caesars Entertainment’s Solution Providers
Is Cloud Computing for You? An Unique Approach to Managing Multiple
Teams Quickly and Efficiently
Liz Osborn, Vice President, Product and Solution Marketing, Five9
You’ve heard the word “cloud” before, but what does it really mean? What are the key
benefits? Does it make sense for your call center? In this session, you’ll learn how a new
option for expanding and managing multiple teams and departments working
CAESARS ENTERTAINMENT SITE TOUR

Call Center Week 2013

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Semelhante a Call Center Week 2013

Semelhante a Call Center Week 2013 (20)

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Call Center Week 2013