Expo and Conference
October 25-27, 2010 - Miami, FL
Professional
Education
Alliance
| International
Contact Center Expo and Conference October 25-27, 2010 - Miami, FL |
RCCSP Professional Education Alliance |
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Learn how to:
Overview If you are like most contact center executives, you find that your center is doing some things well, while other areas have significant room for improvement. The International Contact Center Expo and Conference (ICCE) is your opportunity to fine tune those performance areas and improve efficiency and customer satisfaction rates. ICCE 2010 brings together the industry’s most innovative thought leaders to provide delegates with practical case studies and tactics for increasing operational efficiencies of their contact centers while improving the overall customer experience. Formats include case study presentations, collaborative panel discussions and roundtable sessions. In addition, the International Contact Center Expo Hall will provide you with the most recent contact center solutions complete with product demonstrations and presentations. There’s no better place to share information, network and get a first-hand look at business-enhancing contact center products and services. Who Should Attend Senior Vice Presidents, Directors and Key Decision Makers for:
Day 1 | Pre-Conference Think Tank and Workshops - Monday, October 25th, 2010
9:00 – 4:00 The Contact Center Executive Think Tank is where industry leaders collaborate to define and debate
Participants drive the content! Topics for discussion will be solicited by Think Tank attendees (via questionnaire) prior to the event to ensure the most critical, timely topics are covered onsite in Miami. This one-day program, specially formatted for senior contact center executives, is sure to become the hallmark of International Contact Center Expo and Conference. The Think Tank will be led by Lynne Carbone, President of Lynne Carbone & Associates, Inc., a recognized expert in strategic meeting development. Don’t miss this opportunity to gain insight from your peers, uncover new problem-solving tactics and improve efficiency and customer care. Register today to secure your place at the Contact Center Executive Think Tank – only 25 seats are available. Participation in the Contact Center Executive Think Tank is limited to senior executives (CxO, SVP, VP and Director) only.
9:00 – 12:00 Implementing an effective continuous improvement program can maximize customer satisfaction and serve as an accurate measurement of customer loyalty. Applying a customized Six Sigma framework and instilling continuous improvement strategies also helps your organization eliminate redundancies and enrich the customer experience. The morning session of this two-part course will help you conduct an internal audit of your contact center to identify key gaps and areas for improvement. The second session focuses on using Six Sigma and continuous improvement methodologies and techniques to close those gaps. If you’re a contact center executive looking to streamline your contact center operations, this workshop is not to be missed!
9:00 – 12:00
12:00-1:15
1:15-4:00
1:15-4:00 This in-depth workshop will enable you to:
If you are an executive or IT professional tasked with evaluating call center technology, register today to reserve your spot!
4:00 - 5:00 How can we define the evolving role of contact centers in today’s customer care mix? What is expected out of a modern day contact center and what are the more forward-thinking contact center executives bringing to the table? Our opening panel provides insight into some of the different ways that today’s contact centers are delivering value to customers and to their organizations’ bottom lines. Thomas Dalton, Call Center Manager, Preferred Health Partners Shari Johnson, Manager - MVCC Operations, Merck Scott Henkel, Senior Manager, Resource Mnagement, Express Scripts
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Training & Certification:
Call Center
Operations |
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| Day 1 | Main Conference Sessions
- Tuesday October 26th, 2010
7:30
8:30
8:45 Joseph Morrisroe, Deputy Commissioner & Executive Director, NYC Department of Information Technology and Telecommunications, 311 Call Center
9:30 Martin Hand, Vice President, Reservations, Customer Care and e-Commerce, Continental Airlines Al Smith,Vice President, Lexus Customer Services, Lexus Vehicles
10:30
11:15 - Track 1 Panel: Keeping Costs Down While Scaling Up Your Call Center Capacity Although every contact center is operationally unique, almost all centers face the challenge of incorporating a flexible, yet consistent structure that meets the changing demands and nuances of their businesses. This panel will prepare you to:
Lisa Gauvin, Vice President, Executive Director, Contact Center Operations Strategy & Planning, Corporate Customer Care, Cox Communications Aaron Taylor,Senior Director, Customer Care, MyLife.com Alex Mead, Vice President of Customer Services, Seatwave (England) Denise Seydler, Director, Contact Center, Arbonne International
11:15 - Track 2 Panel: Leverage Existing Technology in a High Volume Service Environment to Increase Customer Retention, Sales and Service Agent Satisfaction In today’s high volume service environments, executing strategic changes to enhance customer experience, satisfaction and value can be a complicated process with uncertain returns on investment. Infrastructure investments, training and service agent satisfaction are just a few of the moving parts that impact successful execution for strategies at the call center level. Our panel of industry experts discuss how high volume service environments can maximize existing technology to successfully execute on measurable customer experience strategies. In addition to insight, this session gives you actionable ideas to:
Moderator: Rob Lee, Chief Executive Officer, Swyft Panelists: Tapan Dandnaik, Vice President of Financial Operations, Mediacom
11:15 - Track 3 Case Study: How ScotiaBank Used Employee Engagement and Empowerment to Improve Customer Satisfaction Earlier in 2010, ScotiaBank was designated Contact Center Employer of Choice (CCEOC). The recognition speaks volumes as to how their Toronto call center developed workforce culture. The results are most strongly felt at the customer experience level. This case study will present insight around:
Stephen Gaskin, Vice President, Customer Contact Centre, ScotiaBank Jeff Doran, Founder and President, Contact Center Employer of Choice
12:00 - Track 1 Adding Efficiencies While Maintaining Consistency & Customer Care Driving customer satisfaction from your call center is quite an accomplishment. But the real challenge lies in establishing and maintaining a consistent level of customer care while finding ways to become more efficient. Don’t miss hearing from Alexandra da Silva Rodrigues as she shares insight from Madrid, Spain about how her team centralized the EU call centers to create a consistent level of customer care for NH Hotels.
Alexandra da Silva Rodrigues, Director of Customer Care, NH Hotels (Spain)
12:00 - Track 2 JD Power Certification: Building Customer Loyalty in a Government Contracted Contact Center In the Medicare arena, your customers have no choice but to call their assigned jurisdiction contact center. So how do you develop customer loyalty and increase customer satisfaction? CIGNA Government Services will share practices that enhanced customer satisfaction and resulted in contact center certification from JD Power and Associates.
John Kelly, Manager, Provider Customer Service Program, CIGNA Government Services
12:00 - Track 3 Panel: Balancing Demands, Efficiency and Morale of Your Contact Center Staff Successful contact center and customer service environments depend heavily upon the delicate balance of meeting management’s expectations in a cost effective manner while keeping your staff happy and fulfilled with their careers. Sounds easy enough, right? Our insightful panel of experts discusses the obstacles they have faced and methods to establish this equilibrium within the contact center. Clarence Seegars, Vice President, National Call Center & Customer Support, Gannett Healthcare Group Jonathan Somoza Cuéllar, Subdirector, Call Center, AXA Seguros (Mexico)
12:45
2:15 - Track 1 Double Session (2:15-3:45): Executive Roundtable Session
Lisa Gauvin, Vice President, Executive Director, Contact Center, Cox Communications Alex Mead, Vice President of Customer Services, Seatwave (England) Alexandra da Silva Rodrigues, Director of Customer Care, NH Hotels (Spain) Gökhan Alakus, Senior Vice President, Contact Centre, DenizBank (Turkey)
2:15 - Track 2 Employee Satisfaction: Improving Customer Care By Reducing Turnover Unity Health System, based out of Rochester, NY, has a 98% customer satisfaction rating while their overall employee satisfaction is at 83% (up from 72% in 2008). Milan Katz of Unity Health System tells you how to lead your organization to:
Milan Katz, Director, Customer Contact Center, Unity Health System
2:15 - Track 3 Panel: Driving Contact Center Efficiencies Through First Call Resolution Many industry experts believe First Call Resolution (FCR) to be the most powerful call center metric. But how to best configure your contact center operations toimprove FCR rates remains heavily debated. This panel session will help you to:
Tom Vagt, Director of Call Center Operations, Parago Theresa Tisdale, Senior Director, Owner Care and Travel Operations, Wyndham Vacation Ownership Christopher Taylor, Associate Director, MassMutual
3:00 - Track 1 Double Session (2:15-3:45): Executive Roundtable Session continues
3:00 - Track 2 Driving Continuous Improvement Processes to Realize Contact Center Efficiencies In this session from Aaron Taylor, Senior Director of Customer Care at MyLife.com, you learn how to develop and implement effective strategies to drive a truly customercentric culture within your entire organization. The session uncovers proven methods to elevate and integrate customer feedback into your company through Six Sigma and Voice of the Customer sessions. By the end of this presentation, you are ready to drive best practices and efficiency during times of high growth and increasing call volume by leveraging technology, training/coaching and quality awareness.
Aaron Taylor, Senior Director, Customer Care, MyLife.com
3:00 - Track 3 Panel: Getting Buy-In to the Customer-Centric Approach for Your Organization
Joan LaHay, Vice President, National Customer Care, Rogers Communications (Canada) Ken Karchinski, General Manager, Customer Contact, Aer Lingus
3:45
4:15
Mossie Schallon, Vice President and Director of Contact Center Operations, Commerce Bank
5:00 Day 2 | Main Conference Sessions - Wednesday October 27th, 2010
7:30
8:30
8:45 The historic overhaul of US health care is likely to trigger a massive spike in contact center activity for health insurers around the country. The increases in enrollment, changes in coverage and confusion among consumers pose a significant challenge through 2014, when most of the key provisions come into play. This panel session explores some of the measures and strategies contact center executives are using now and whether they will need to modify systems and protocols to account for the changes associated with health care reform. Milan Katz, Director, Customer Contact Center, Unity Health System Diane Kelley, Vice President, Contact Center Organization, Blue Cross and Blue Shield of Florida Frank Leggat, Director, Service Operations, CIGNA HealthCare
09:30 British Gas knew many of their previous efforts for improvement were utilized traditional methods – generalized training, briefings and coaching. All too often initial gains faded quickly and behavior reverted to habit as the agents were asked to then focus on the next issue. British Gas lacked a practical way to permanently 'move the needle' on key agent behaviors. Speech analytics can often add a new dimension to agent coaching and training sessions. This session explores how you can hone in on areas for individual development to get better at your serving customers. Guy Benham, Business Improvement Manager, British Gas Jeff Gallino, Founder & CTO, Continental Airlines
10:30
11:15 - Track 1 Panel: Speech Analytics: Capturing Trends, Driving Efficiencies and Improving the Customer Experience Having the right speech analytics in place can provide a tremendous amount of visibility for contact center executives. The latest technology offerings can help you to improve customer satisfaction, sales effectiveness and even agent attrition. This panel provides insight around:
Amas Tenumah, Vice President, Operations, Teleflora
11:15 - Track 2 Panel: Tactics for Successfully Transitioning and Establishing Offshore/Onshore CC Operations Outsourced contact center operations can be a cost-effective solution for many organizations. However, if you don’t have a plan in place for how to best manage the transition, your company could end up learning a painful lesson that could have a long term effect on your contact center operations. This panel helps you:
David Mussa, General Manager, Call Center Operations, Greyhound Lines, Inc.
11:15 - Track 3 Social Media: Staying a Step Ahead of Tweets, Status Updates & Message Boards For most organizations, the process of managing social media is both an obligation and an opportunity. The reality remains that social media can drastically impact how customer service is perceived, and consequently, if your organization isn’t integrating a strategy for managing those messages, then you will find yourself behind the 8-ball soon.
Viviana Padilla, Senior Manager of Product Marketing, Salesforce.com Sara Satchel, Director of Call Center Technology, Saveology.com Craig Meurer, Director of CRM & Technology Solutions, Harte-Hanks
12:00 - Track 1 Panel: Incorporating Flexibility and Scalability into Your Existing Technological Infrastructure One of the most critical components to contact center efficiency lies in the ability to adjust to the ebbs and flows of your business. The key lies in finding a balance without having to invest too heavily in training, hardware or architecture. This panel discussion will give you strategic insight around:
Mykola Konrad, Director of Product Management, Sonus Networks
12:00 - Track 2 Panel: Dividing Roles & Responsibilities When Partnering With External Call Centers
Greg St. Clair, Director Global Sourcing, Global Reservations Service, InterContinental Hotels Group Joann Martin, PMP, COP, Director of Global BPO Vendor Management, Pitney Bowes
12:00 - Track 3 Making the Best of a Bad Situation: Converting Customer Complaints Into Good Customer Service In today’s age of automated customer service and ever growing market competition, organizations must operate as quickly as possible to resolve customer complaints. TUI AG, Europe's leading travel group, is not just the market leader in Germany with a brand awareness level of 89%, but is also the innovation leader in the issues of guarantee, safety and trust. In this special presentation, Judith Rott, Head of Customer Service for TUI Deutschland GmbH tells you how to:
Judith Rott, Head of Customer Service, TUI Deutschland GmbH (Germany)
12:45
2:00 - Track 1 Resistance to Change and Establishing Buy-In When Integrating New Technologies What good is having a brand new Ferrari if you never take it out of the garage? You can have the latest and greatest technologies, but if agents aren’t adopting them and executives haven’t bought into them, what good are they? This panel tells technology contact center executives how to:
Carlton Perkins, Vice President of Call Center Technology, Aurora Bank FSB Luis Camacho, Vice President of Contact Center Technology, SunTrust Bank
2:00 - Track 2 Panel: Managing the Third Party Selection Process Although the relationship between an organization and its outsourced contact center provider seems akin to that of a client and a customer, the complexities of the relationship are much deeper. As more businesses emphasize the importance of customer service, the importance of how that outsourcing partner is selected increases. This panel explores the selection process and shares insight around how to best choose a partner for harmonious outsourced contact center operations.
Alex Mead, Vice President of Customer Services, Seatwave (England) Fred Sahms, Operations Lead, HR Contact Center and HR Portal, Kimberly-Clark
2:00 - Track 3 Taking a Proactive Approach to Regulations Surrounding the Contact Center Industry Tim Searcy has been involved in the direct marketing industry for over 30 years, beginning at the age of 10. He has had the privilege of serving as a senior executive in the largest and fastest growing direct marketing companies in the world, including West Teleservices, APAC Teleservices, Transcom Worldwide, and Rapp Collins. With sales and CEO responsibilities combined, Tim has been responsible for development of over $2 billion in outsourced teleservices and direct marketing solutions worldwide.
Tim Searcy, Chief Executive Officer, American Teleservices Association
2:45 - Track 1 Fine Tuning Your IVR: Process Design, Post-Deployment and Analysis of Customer Feedback This session explores handling customer interactions and how to realize the expected return on investment for your IVR system. It is tailored for call center executives who wish to:
2:45 - Track 2 Panel: Maintaining Brand Consistency and Training Protocols Across Your Outsourced Call Centers It’s challenging enough for an organization to reflect its brand internally. That feat can become compounded when working with outsourced call centers. How do you control the manner in which your brands and messages are conveyed across multiple external channels? This panel explores how to develop a brand experience that is not just world class, but unique and consistent across your outsourced contact centers.
Judy Williams, Director, Customer Contact Centers, DHL Express
2:45 - Track 3 Injecting Innovation into Your Contact Center Without Losing the Human Touch It’s no secret that in most instances, the contact center is the heart of the organization. Small changes and adjustments in the contact center can have a ripple effect and often result in a substantial increase in positive customer experiences. Nonetheless, it remains critical to maintain the consistent customer service when renovating your contact center strategy. Gökhan Alakus, the Senior Vice President, Contact Centre at DenizBank tells you how to best: Position your contact center at the heart of the business by using it to create relevant business models for related business units such as marketing and IT
Gökhan Alakus, Senior Vice President, Contact Centre, DenizBank (Turkey)
3:30
Juan Jose Cuen, General Manager, Call Center, Royal Holiday Club (Mexico)
4:15
Pricing and Discounts
Discounts, Terms and Cancellation Policies For RCCSP Discount price, use Registration Code "RCCSP20" Group Discounts 2-3 Attendees – 30% off current pricing 4-6 Attendees – 40% off current pricing 6 or More Attendees - 50% off current pricing ** All Team Members must be from the same organization ** Please note that IQPC's registration rules and policies apply, and not those of RCCSP.
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