September 13-16, 2010 - Toronto, ON
Professional
Education
Alliance
| Call Centre
Week | Canada September 13-16, 2010 - Toronto, ON |
RCCSP Professional Education Alliance |
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Bringing Call Centre Ideas to Life Learn how to:
Overview It is no secret that the last 18 months has created a challenging environment for Call Centres. Attend IQPC’s Call Centre Week Canada conference to find new and innovative ways to boost employee morale, balance cost cutting with improved productivity and at the same time as increasing levels of customer service. Why Attend Learning comes in many shapes and styles. Times are changing and IQPC is also evolving by continuously enhancing learning delivery methods. Call Centre Week Canada will offer you the opportunity to:
... through session formats including:
All in addition to offering case studies, power points, workshops and brand new site tours! Sign-up today for Call Centre Week Canada to think about old problems in new ways. Learn how to challenge today’s paradigms in order to achieve success.
Day 1 | Pre-Conference Workshops - Wednesday September 13th, 2010
9:00 – 11:30 Ensuring that your front-line team members and your Leaders have the proper skill sets is critical to supporting their success, and to delivering optimal service to your end user customers. Closely linked into this support is enabling your team members to feel valued, recognized and motivated. This workshop offers sharing of practical tips and techniques, as well as “learning’s” that will assist you in supporting and in inspiring your team members… Tools and Approaches
Working Groups
Michelle LaCharite, VP Human Resources, Circles Elizabeth Parry, VP Customer Experience and Learning Solutions, Circles
11:45 – 2:15 (Lunch boxes will be served) As the trend to introduce virtual Call Centre’s with home based agents increases across North America the benefits are clear to see. But how can you keep employee morale up, continue the corporate culture and protect your brand from a distance. This session will look at how to successfully integrate home based agents whilst maintaining transparent guidelines with your agents. Practical Steps:
Workshop Handout - Easy to use costing tool for your own company use. Brian Pritchard, Managing Director, LiveXchange Co-presented with: Amar Sidhu, Call Centre Director, The Trader Corporation
2:30 – 5:00 In order to further optimize the potential of Call Centre’s, leading companies look to identify their customer sales cycle and streamline all end-to end internal processes. Through developing a comprehensive communication program, Call Centre’s can achieve a transparent overview of each phase and have visibility over bottle necks, conflicts and potential problems – eliminating potential problems and optimizing opportunities for great customer service. This workshop will explore tools available to identify customer cycles and demonstrate how to design efficient and valuable customer service. Focus Points:
Case Study Handout: True ROI in CRM communication programs Led By NCO Customer Management
Day 2 | Main Conference Sessions - Wednesday September 14th, 2010 8:00 Registration & Coffee 8:45 Chairperson’s Opening Remarks 9:00 Interactive Session: Keynote: Call Centre Crystal Ball The combination of a turbulent economy, aging workforce, social media interaction and ultimately the change in working habits all pose significant changes to call centers in the years ahead. This session will quiz leaders in the Call Centre industry on their Call Centre prediction for the future and forecast where Call Centres are heading in the next 5 years.
Mark Deep, SVP Strategic Services, Wunderman 10:00 Transitioning From Service to Sell As Call Centres look to move away from their traditional ‘cost centre’ image into a revenue generating centre, it is essential change management issues are identified first. What are the hurdles up-selling will present to your workforce? What tools can you use to identify the right customers to sell to? This session will look at key best practices that need to be considered when transitioning from a cost to a profit centre:
Nick Kossovan, Director of Call Centre, The Travel Corporation 10:45 Mid-Morning Networking Break 11:15 Empower Your Agents to See Results! Employee Engagement, motivation and morale are all key words on the tips of every Call Centre leaders tongues. The challenge for most organizations lies in determining exactly what is going to drive employees to want to increase customer service, productivity and essentially enjoy their jobs. Scotiabank has been recognized as one of Canada's '50 best employers" as reported in the Globe and Mail report on business. This session will unveil some of the innovative programs deployed by their Customer Contact Centres that sustain engagement and contribute to why so many think this is a great place to work. Chris Beckford, Head of Specialized Customer Services, Scotia Bank 12:00 Re-Inventing the Wheel: Recruitment, Retention & Hiring Process Thinking Outside of the Box in Talent Acquisition With changing workforce demographics and a growing competitive marketplace, many Call Centre’s are still missing a trick in their R,S & H process. Are you really optimizing your recruitment coverage? Are you attracting the right people? Is your brand working for you? This session will take you through an innovative 12 step approach developed by Spin Master to weed out the good from the bad:
Neal Dlin, Global Head of Customer Care, Spin Master 12:45 Networking Lunch 1:45 Technology Evaluation Session: Call Centre 2.0: Gaining Visibility on Call Centre Technologies In a sea of technologies set to WOW and revolutionize our Call Centres, how are we meant to differentiate what technologies are good and what will work for you? This session will review Call Centre technologies and debate how effective they are, interpret how long they take to implement and most importantly how much will they effect your budget. Reviewing:
Moderated by: Dolly Konzelmann ,President, ICSA 2:45 Implementing a Corporate Culture Roadmap Transforming your Call Centre from a cost driven, processing environment to a customer-centric caring environment involves an exceptional number of changes to a Call Centre's philosophy and operations. The impact that structure, communication, tools and change management has on the productivity and efficiency of a Call Centre is immense and whilst this is nothing new, neither is making the same mistakes! What changes should be implemented, and who should drive the change, the Frontline, Supervisors or the Executive? Find out how to install simple but innovative change solutions:
Paul Gyarmati, Call Centre Director, Reliance Home Comfort 3:30 Balancing Risk and Benefit: Offshoring vs. Inshoring The last year has seen many Call Centres bring facilities back to their domestic locations as cost savings have become diluted and the need for client retention strengthened. What does the future hold? This session takes a strategic look at global locations and analyses the pro’s and con’s for Canadian Call Centres:
Wayne Morris, Senior Manager, Deloitte Consulting 4:15 Call Centre Focus Roundtable Discussions These roundtable discussions have been designed to allow Heads of Call Centres to share experiences and exchange ideas. Want to discuss some of the presentation topics in more detail, roll your sleeves up and really thrash out ideas? Here is your opportunity………. Continuous Improvement Are you using tools and approaches for implementing Lean methodology in your Call Centre?
Scott Williams, AVP Corporate Customer Services, Canadian Tire Leveraging Technology Automation What methods are you using to drive customers to your Customer Service website? Training & Learning How can you identify the right type of training for Generation Y employees? Workforce Optimization How are you using technologies effectively to forecast unpredictable staffing? 5:15 Conference Day 2 Concludes Day 3 | Main Conference Sessions - Wednesday September 15th, 2010 8:00 Registration & Coffee 8:50 Chairperson’s Welcome 9:00 Keynote: Developing a New Contact Centre, Embracing Social Media and Building Your Brand The evolution of social media is changing the way Call Centres are operating. Monitoring twitter, reacting to blogs and actively attending to requests through your website are becoming second nature to many innovative Call Centres. But what should your strategy be? In this session, Graham Kingma of Wind Mobile will explore how Wind Mobile has built a contact centre strategy around their brand, developing unique and proactive responses to social media interaction today. Also learn some of the unique innovations that have gone into building this Contact Centre from the group up. Graham Kingma, Head of Call Centre Operations, Wind Mobile 10:00 Finding the Hard ROI in Your Call Centre Although Key Performance Indicators vary from centre to centre, some measurements are so ingrained that their values are rarely challenged:
These questions and many more are not usually asked of our KPI’s. In this session we will challenge these hallowed assumptions and look at more relevant and effective ways to measure and manage both our customer experience and our internal demands. Richard Litvack, SVP Operations Relationship Management, Citi Cards Canada, Inc. 10:45 Mid-Morning Networking Break 11:15 Next Level Call Centre Strategy with Innovative Data Analytics Death by analytics has often been a concern when looking to interpret data, but for Call Centres to continually improve efficiencies and provide high levels of customer service it is time to get smart. Whether you are benchmarking by QSAT results, Quality or Contact Rates, it is time to look at how you are translating those results into proactive strategies that will define the success of your Call Centre. This session looks at a Call Centre that has built an analytics team to specifically analyze data, forecast analytics and steer strategy through educated predictions. Leanne Park, Senior Director Contact Centre Support Services, Cogeco 12:00 Brainstorming Session: Advancing the Customer Experience Listening points are multidimensional, chat, email, audio you name it. Defining best practice to interact with your customers on the next level will elevate your customer service and boost your brand. Tracking and monitoring feedback, complaints and requests amounts to a lot of data and can often be mis-used and contact resolutions not found. This session will brainstorm ideas to create customer service that people will tell their friends about!
Scott Williams, AVP Corporate Customer Services, Canadian Tire 12:45 Networking Lunch 1:45 Helping Customers Help Themselves Finding new ways to serve and interact with customers has rapidly widened in the last few years. The web is undoubtedly a great platform to provide a wealth of answers and service for customers. But what is the next step from simply being an information site? This session looks at integrating online strategies with Call Centre activities and intuitively looking at the needs and paths customers take online.
Kim Mason, VP Sales, Service & Support Contact Centre, RBC 2:45 Taking Stock: How Do Your Leadership Skills Measure Up? Leading a Call Centre is no easy task. Managing multiple line managers, agents and external partnerships can often be a juggle. What is the make up of a successful leader? How can you measure the effectiveness of your leadership on your Call Centre’s activity output? This session will look at visions and philosophy’s used by Call Centre Leaders and interpret how they align employees with the corporate strategy.
David Bradshaw, VP Sales & Services, ING Direct 3:30 New Approaches to Workforce Optimization As 2010 sees the return of headcount investment, it is important Call Centres remain focused and stay on top of managing their resources effectively. Although leaders are still being tasked with cutting costs (at the same time as increasing revenue!) they are now exploring ‘smart’ workforce optimization. This session will look at how advanced Call Centres are predicting workforce variations and managing their resources with profitable results.
Toni Nasev, Sr. Manager, Channel Enablement, TELUS 4:15 Setting the Bar with Self Directed Quality Certification The last year has seen many Call Centres buckle up and concentrate on standardizing internal processes. With streamlined operations in place, Call Centre strategists can move onto monitoring quality, creating effective scorecards and ultimately unveiling opportunities to improve quality measures. This session takes a look at a new innovative strategy that The Shopping Channel are currently implementing to improve their customer service offering through running a quality certification program for every agent, every quarter.
Rachel Quilatan, Director Customer Care Centre, The Shopping Channel 4:30 Conference Day 3 Concludes Day 4 | Post Conference Site Tour - Wednesday September 16th, 2010 Don’t miss the Post Conference Site Tour: Site tours are a great opportunity to visit leading Call Centres that are renowned for their customer innovation and leading outlooks on efficient operations. This site tour will include: a presentation by one or more executives; a walk around the facilities; an opportunity to meet Call Centre agents; and a question and answer period. 08:30 Registration 9:00 – 12:00 Site Tour: Generating Buzz With AIR MILES Reward Program State Of The Art Green Call Centre Committed to employee satisfaction, customer experience and the environment LoyaltyOne, operators of the AIR MILES Reward Program, opened the new state of the art facility in Mississauga in November 2009 and has also received the Gold level Contact Center Employer of Choice® (CCEOC) designation. Over 600 employees from two sites located in Mississauga, ON and Toronto, ON participated in the certification assessment. So, what has made this site so successful in such a short time? The AIR MILES Reward Program has very clear objectives in what they would like to achieve and this site tour will take you through their cutting edge facility driven by solar panels and clearly demonstrate how they have managed to surpass expectations.
About the ‘green’ site: The hallmark of the facility is an extensive solar array on the rooftop and adjacent carport. Some 800 photovoltaic solar panels generate 165 kilowatts of power, currently the largest solar array in Canada, which can generate enough electricity to cover usage for the building through the amount of power the facility puts back to the grid. LoyaltyOne has also invested in building features and design components which will qualify for an application towards Leadership in Energy and Environmental Design (LEED) certification. About the AIR MILES Reward Program: Founded in 1992, the AIR MILES Reward Program is Canada's premier coalition loyalty program. More than 10 million active Collector accounts, representing approximately two-thirds of all Canadian households, actively participate in the Program. The AIR MILES Reward Program allows Collectors to indulge in leisure, entertainment, merchandise, travel and other lifestyle rewards quickly, simply by doing their everyday shopping for products and services at AIR MILES Sponsors. AIR MILES reward miles can be redeemed for more than 1,200 different rewards, such as movie passes, family attractions, electronic merchandise, sports and recreation, travel and more.
Hosted by: Pricing and Discounts
**All Access Pass grants access to all workshops, site tours, and main conference days. Must confirm workshops and site tour participation at time of registration. Please note that IQPC's registration rules and policies apply, and not those of RCCSP.
Registration Policy Please view IQPC's registration policy for full information about payment, cancellation, postponement, substitution and discounts.
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