For Information about Call Center and the summer conference, download this brochure. (PDF Format)

[ Benefits ]
of attending this year's conference

1. EDUCATIONAL CLASSES to choose from, covering key areas affecting call centers: People, Management, & CRM Strategy.

2. WORLD-CLASS CASE STUDY PRESENTATIONS.

3. SPECIAL TECHNOLOGY/SERVICE DEMONSTRATIONS
showcasing the latest solutions, services, and technology.

4. KEYNOTE presentations from industry leaders.

5. NETWORKING OPPORTUNITIES with attendees, speakers, and top industry vendors.

6. HANDS-ON WORKSHOPS by toprated session leaders.

7. INFORMATION-PACKED CONFERENCE WORKBOOK and CD containing slides and information from each presentation.

8. PEER GROUP FUNCTIONS designed to maximize your networking experience.

9. CEU’s - two continuing education creditsfrom Purdue University.

[ what you will learn ] important topics

TOPIC LIST
Recruiting, Screening, Interviewing, and Hiring the Very Best Agents
Agent Retention Leads to Call Center Excellence
Best Practices in Recording, Coaching, Mentoring, and Rewarding Your Agent
Off-Premise Solutions versus On-Premise solutions
Servant Leadership—a Best Practice of Centers of Excellence
At Centers of Excellence, Agents Have Individualized Career Plans
Communicating the Contact Center Value Proposition to Top Management
Best Practices in Combining Sales and Service in Your Contact Center
All-in-One Solutions versus Point Solutions
How Centers of Excellence Use Workforce Optimization to Perfection
Best Practices in At-Home Agent Recruiting, Training, Coaching, and Management
Business Recovery Strategies That are Effective at a 99% Up-Time
The Journey to Becoming a Center of Excellence
Excellent Supervisors Enable Centers of Excellence
Managing to a Balanced Scorecard of High Quantity of Calls with High Quality
How Centers of Excellence Optimize Their Resources to Maximize
Performance at a Minimum Cost
How the Right Technology Enables Superior Customer Service at the Lowest Possible Cost
Using Customer Feedback to Monitor Agents and Change Behavior in Real- Time
Using Caller Satisfaction to Manage Your Outsourcing Partner, both On-Shore and Off-Shore
Understanding the Difference Between Point Solutions and All-in-One Technology Solutions
Enabling Technology Made Simple - What You Need and How to Get It Quickly
Enabling Disabled Americans to

WORKSHOP TOPICS
Call Center Performance Benchmarking
In this four-hour workshop, attendees will learn the “soup to nuts” performance benchmarking with the following results:

1. enter their performance into the Purdue benchmarking database,
2. receive a report during the workshop,
3. analyze their performance gaps,
4. calculate the cost of each of their gaps,
5. understand which processes are causing their gaps,
6. learn suggested solutions to reduce their gaps.

Designing an Effective Post-Call Survey
In this four-hour workshop, attendees will learn the “critical and proven” steps to design an effective post-call survey with the following results:

1. develop a survey specific to each queue in their call center,
2. learn to interpret survey data results,
3. understand the value of actionable reports,
4. see case studies of turning the survey process into action,
5. have a launch-able survey to begin using immediately

The Recovery Process for a Poor Service Experience
In this four-hour workshop, attendees will learn the “art and science” of recovering a customer who has experienced poor call center service with the following results:

1. the art of handling an angry, distraught customer,
2. the cost of poor service, and the ROI of service recovery,
3. how, when, and what to do in the service recovery process,
4. determining the root cause of failed service,
5. turning root cause data into actionable information for management.

Finding and Cultivating Great Leaders
In this four-hour workshop, attendees will learn the “aptitude and attitude” characteristics of potential leaders with the following results:

1. screening applicants for leadership potential,
2. growing leaders from frontline agents,
3. specific assignments that develop leadership,
4. courses, books, and on-line courses to educate future leaders

[agenda] *This schedule is subject to minor changes

TIME EVENT
Monday, July 9, 2007
12:00-5:00 p.m. Registration
1:00-4:30 Pre-Conference Workshops
1. Benchmarking Your Call Center-Certified Program
2. Call Center Manager Survival 101
3. Call Center Technology 101

TIME EVENT
Tuesday, July 10, 2007
8:00-9:00 a.m. Registration
8:15-8:45 Breakfast
8:45-9:45 Jon Anton
9:50-10:50 Session 4
11:00-12:00 Session 5
12:00-12:45 p.m. Lunch
12:45-1:30 Martin Hand
1:35-2:45 Product Demonstrations
2:55-3:50 Concurrent Session
4:00-5:00 Concurrent Session

1.  Jon Anton  “Call Talk” with Bill Price
President, Driva Solutions LLC
Title - Contact Center Strategies: Is the best service no service at all?

2. Lori Glover McKesson 
Title- Tools for a World Class Contact Center

3. Richard Feinberg- Purdue- 
Title - The lighter side of customer service
4. Dr. Jon Anton doing a Webinar with Joe Staples ININ
Title - Cost Comparisons of All-in-One versus Multi-Point Solutions 
5. Cindy Grimm Tarp
Title - Quantifying the impact of the contact center on customer retention”.

6-8 Hunter Business sessions  1-3

1. “How Do I Get into B2B With My Call Center”:  learn how to maximize the value of call center operations for business customers, and the key points of differentiation between a B2C call center and a B2B call center
   
   
2. “How Do I Tie My Phone Operations to My Field Sales Operations”:  learn how to seamlessly integrate inside and outside teams for maximum effectiveness and an integrated customer touch.  Also, learn how to build relationships with customers, as opposed to transactional interactions via the phone.
   
   
3. “How Do I Measure the Effectiveness of my new B2B Call Center”:  learn the critical measurements and core and common measures that drive effective B2B call center operations, including how to collect the measurements and how to use the measurements to drive improved performance, as well as the different measures for B2C and B2B.

9. Mark Abramson CEO  Message Technologies -  Title TBA

10.  Liz Ahearn- Radclyffe Gp-  Title TBA

11.  Genesys- Talk TBA

12. Spoken Communications- Speaker TBA

13-  R Feinberg- Purdue -  The  preeminence of First call resolution

TIME EVENT
Wednesday, July 11, 2007
8:30-9:45 a.m. Peer Group Breakfast
9:45-10:45 Lori E. Carr / Todd M. Fusco
10:55-12:00 Concurrent Session
12:00-1:00 p.m. Peer Group Lunch
1:00-1:55 Tim Searcy
2:00-3:00 Concurrent Session
3:00-4:00 Concurrent Session
4:00-4:30 Power Session “30 Ideas in 30 Minutes to
Improve Your Contact Center”
1. Dr. Jon Anton with  Andrea Holko Intervoice
Ttitle- Blend technology and design to deliver the Total Caller Experience

2. Barry Manners  Frazer Gp-    Performance of Government run Call Centers

3. Thomas Galen-  DBS Communications- Weathering the Winds of Change:  Leading Others Through Transition”

4. Oscar Alban  Witness Systems- Title TBA

6-8 Hunter Business Sessions 4-6

1. “How Do I Attract, Select, and Retain Employees for my B2B Call Center”: learn the different critical behaviors and attributes that drive success in B2B, and how to identify the most successful candidates – as well as how to retain these employees, to minimize turnover within your B2B call center.
   
   
2. “What Tools Do I Need to Manage the Processes of B2B Call Center Operations”:  learn the key infrastructure requirements and tools (coaching, monitoring, data sharing, etc.) that are required to manage the operations for maximum effectiveness.
   
3. “How Do I Get Started and Get the New Operations Launched”:  learn about a state-of-the-art Six Sigma “Kaizen” approach to launching your new B2B call center – in just 5 days!  The approach includes managing the change and buy-in within the organization; creation of the necessary tools and establishment of measurement tracking; definition of key process elements within your organization for operations; and launch of the center with real customer contact.

9. Richard Feinberg- Purdue – Everything you wanted to know about the speech technologies and were afraid to ask

10. Val Vierling  SBC Global Using Caller Satisfaction to Manage Your
Outsourcing Partner, both On-Shore and Off-Shore

11. Dee Buell  Met Life-  Title - Using a Balanced Scorecard to Support Your Company Objectives

12. Chuck Hellings-  ePath Learning 
Title - The Role of Learning Technology in Enhancing Performance

13. Richard Feinberg – Purdue -  Leading is Different than Managing- The Secrets to Leading the Call Center

TIME EVENT
Thursday, July 12, 2007
8:45-9:00 a.m. Breakfast
8:30-12:00 Post-Conference Workshops
1. Benchmarking Your Call Center-Certified Program
2. Creating a CRM Strategy
3. Conducting a Customer Satisfaction Survey