2012 Preliminary Agenda

Transcription

1 2012 Preliminary Agenda Head to page 4 and check out the special 4 tracks for you and your team! June 4-8, 2012 Caesars Palace, Las Vegas, NV Elevating the customer experience and continuing the multi-channel excellence journey Call Center s across the USA are stepping up their customer experience and so are we! Build your 2012 Call Center Week experience and knowledge with our new formats and activities: Move onwards and upwards with our high level blue sky strategic Chief Customer Officer boardrooms! Enjoy our fast past Live Demo Drive as you move through the exhibit hall witnessing new innovation first hand Bring your entire cross functional team to take advantage of the new and expanded 4 tracks Match your challenges to our solutions with our new easy to navigate showguide Create your own schedule and set up meetings before the event with our online planning tool Don t miss a thing with everything at your fingertips in our WiFi lounge centrally located in the Exhibit hall New Award Winner Category 2012 Apply for the Innovative Mobile Customer award New interactive learning formats, site tours, masterclasses, workshops and training sessions. Take advantage of the venue! Money off on select shows and evening entertainment on us! Just show your badge at listed locations and receive discounts of up to 20% off! Early Confirmed Keynote Michael Biondo Vice President Customer Operations Clear Channel Radio Winner 2009 Stevie Award Customer Service Leader of the Year Winner Customer Service Executive of the Year Customer Service Institute of America 2009 Strategic Boardroom Leader Curtis Bingham Founder Chief Customer Officer Council Back By Demand! Patricia Jackson Executive Director Student Services Houston Community College Register Today: Call: Courtney.green@iqpc.com Online:

2 Dear Call Center Executive, There are so many changes taking place in the contact center right now. The way customers want to connect with us is rapidly evolving! Calls are down; social media, chat, and self service are up. Not to mention the explosion of smart phone/tablet usage. According to a recent study by SpeechCycle and Echo Research half of all smart phone users would rather use a mobile customer service application to try to resolve their customer service issues before calling into a contact center, and 56 percent would be willing to use an app to avoid calling into a contact center altogether! Our calls may me down, but our opportunities are up! Customers are able to find solutions to simple questions on their way, freeing up agent time for more strategic calls. Find out what to do right now to excel in this new environment. Don t wait for the changes to happen and realize you missed the boat! Attend the fastest growing, most innovative call center event in the world. Find out how to navigate mobile customer service, enhance customer experience across channels, profit from social media, create a culture that inspires excellence, drive strategic direction/business value, realize cost/efficiency savings, and increase top line revenue. Don t miss key sessions; Viral ROI: How can we growing and profit from Social channels? Profiting from culture and inspiring excellence Pro U.S. & Offshoring: Update on revitalizing US jobs and impact forecasts on offshoring Positioning Contact Centers as an Investment in growth One Stop Shop Strategies for Consolidating Centers and Building a Multi Skilled Workforce Meeting the growing demand for mobile customer care solutions on smartphones and tablets Understanding What Matters Most to Customers in Each Channel and Translating Feedback into Action Focus on the shift towards integrated business/client interaction service centers The rise of the Skilled Agent Leveraging social media as a source of customer experience feedback and communications. Get ready for a week of learning, networking, problem solving and strategizing. Our interactive learning format will enable you to learn from speakers from each other and even from your own brainstorming ideas. I look excelling with you in the new call center environment! There are so many new and exciting sessions, learning formats and topics for you to choose from, so start planning now and turn the page and discover which sessions you want to choose! We look forward to seeing you in June, Lisa Schulman Executive Producer & Director Customer Management IQ, a Division of IQPC Rich Archibald Vice President & Director Rockland Trust Co. James Bilger Vice President, Customer Care CVS/Caremark Meet the 2012 Advisory Board Klaus Buellesbach Director Ace Care Center Ace Hardware Corporation Louise Calvert Operations Manager, Customer Service Vistakon/Johnson & Johnson Vision Care

3 CALL CENTER WEEK 2012 PRE CONFERENCE MASTERCLASSES Day 1 Monday June 4 th :00pm Master Class A 6:00pm Experience Transformation How are Social, Mobile and Cloud Technologies Transforming Customer Expectations? 1:00pm Master Class B 6:00pm Leveraging your contact center to help drive business imperatives Master Class Overview Designed for the elite to find that next 1% in improvement! Select a masterclass led by an industry expert to delve deep on key fundamental areas that will not only drive your own professional development but give instrumental advice to your own organization. Spaces are limited so don t miss out and sign up now! CALL CENTER WEEK 2012 PRE CONFERENCE WORKSHOPS Day 2 Tuesday 7 th June :00am Workshop C 11am Effective Management of a Multi Vendor Environment Choose from C or D Led By: 360 CRM 11:15am 2:15pm Choose from E or F 2:30pm 5:30pm Choose from G or H Workshop E First Contact Resolution Led By: Mindshare Workshop G Social Customer Service Led By: RightNow Technologies Workshop D All you need to know: Home Agents Led By: Teletech Holdings Workshop F Delivering Consistent Service in a Multi Channel Environment Workshop H Mobile Customer Service Strategies Workshop Overview Select 3 different workshops that align with your development areas! All workshop leaders are trained to deliver and execute effective training schedules, giving you tangible strategies to take back and implement within your own call center. Spaces are limited so don t miss out and sign up now! CALL CENTER WEEK 2012 MAIN DAY CONFERENCE ONE Day 3 Wednesday 6 th June :00am Training Workshop I 10:00am Performance Management Strategies Contact Center Metrics that Matter 10.15am 12:15pm Training Workshop J Coaching for Success Strategies for Coaching and Leading Agents 8:40am 8:45am Opening Keynote 9:30am Plenary Session Chairperson s Opening Remarks Viral ROI Growing and Profiting from Social Channels Michael Biondo, Vice President Customer Operations Clear Channel Radio, A Division of CC Media Holdings, Inc. *Winner 2009 Stevie Award Customer Service Leader of the Year **Winner Customer Service Executive of the Year Customer Service Institute of America 2009 Innovative Client Case Study Hear first hand ideas, implementation timelines, challenges and solutions in this client case study. Led By:

4 10:15am 11:00am Roundtable Discussions Rightnow Technologies & Client Morning Networking Break & Expo Hall Time The Call Center Challenge Roundtable Discussions Submit your questions now! These fast paced and energetic roundtable discussions serve as an ideal forum to get ideas and solutions from our leading expert faculty and solution providers. You name the problem and we match the you with the right expert to help! Leading experts already include: Mattersight Texas Digital VoltDelta 12:00 noon 2012 Call Center Week Awards Lunch Join us during the awards Luncheon as winners are recognized for their unique achievements, superior thinking and creativity. Don t forget to nominate your own company! Go to 1:15pm 2:00pm 2:45pm TRACK A Leadership & Talent Management Creating a Customer Service Centric Environment in a Public Sector Organization Led By: Patricia Jackson, Executive Director Houston Community College Completing the value cycle of at Home Agents Successfully Attracting, Assessing, Training and On Boarding Virtual At Home Employees to Improve Customer Service Delivery Hiring Strategies: Should we hire for technical skills, culture fit or both? What are some new pre hiring assessment tools? What is the impact on large scale workforce management? TRACK B Tools & Technology Integrating Call Center CRM in the Cloud Client Case Study to be announced Led By: Five9 Innovative Client Case Study To be announced Led by: KANA Technologies Meeting the Growing Demand for Social Customer Care Solutions on Smartphones Developing the next step in interaction what happens when our smart phones and apps can t give our customers the answer? TRACK C Social Media & Mobile Assigning metrics to Social Media Enhancing your social media program with realtime decision making and analytics Impacting sales and social customer retention Segmenting Customers Based on Social Media and Driving Sales Conversions Quantifying the Financial Impact of Social Media Strategies Identify techniques that work for your company and align with it s financial goals in this practical training session TRACK D Strategy & Performance Innovative Client Case Study To be announced Led by: TMG Positioning Contact Centers as an Investment in Growth Discover strategies for developing a driving force that creates the right experience and delivers worldclass service BLUE SKY Chief Customer Officer Boardroom Hear about the CCO impact, lifecycle and organizational authority Led By: Curtis Bingham, Founder, Chief Customer Officer Council

5 3:30 pm Afternoon Networking Break & Expo Hall Time 4:15pm Back to Basics with Customer Loyalty & Retention innovation through Feedback Plenary Session Simple, thoughtful yet amazingly effective! By Identifying what matters to customers across each channel, personalizing communications and tailoring advice, call center leaders are see retention rates that far out weigh quick sells. 5:00pm NEW FORMAT LIVE DEMO DRIVE Speed solution demos for the busy call center executive! 6:00pm End of Main Day 1 6:15pm Evening Cocktail Gala Rotate around the exhibit hall watching four, six minute live technology demonstrations and end the day with even more ideas, knowledge and a few laughs. CALL CENTER WEEK 2012 MAIN DAY CONFERENCE TWO Day 4 Thursday 7 th June :45am Achieving Consistent Global Customer Service Opening Keynote What should and shouldn t be streamlined and standardized across global business units? 9:30am Plenary Session 10:15am 11:00am Pro U.S.! What s going on with creating jobs in the U.S. in an effort to revitalize the U.S. economy What impact will Pro U.S. have on offshoring? Will offshore outsourced centers be forced to deliver a higher quality service? Morning Networking Break Award Winners Panel Discussion Attend this unique session where you will have the opportunity to quiz our newly crowned award winners and hear exactly how they became recognized for innovation, best practice and inspiring call center executives. 12:00noon 1:30pm 2:15pm Networking Lunch TRACK A Leadership & Talent Management The rise of the SKILLED AGENT Customer interactions are becoming more important than ever and we will see a more skilled agent workforce as selfservice impacts the market One Stop Shop of consolidation Strategies for Consolidating Centers and Building a Multi TRACK B Tools & Technology Standardizing the link between business and customer with a firm infrastructure Identifying technologies to meet the shift towards integrated business/client interaction service centers Filling the gaps and bridging the void in customer service Optimizing the Multi Program/ BPO Center TRACK C Social Media & Mobile The Big Data Challenge Effectively utilizing data created by the plethora of multiple channels Creating Customer Evangelists Promoting Word of Mouth Marketing and Customer TRACK D Strategy & Performance Creating a One Call Guest Experience Find out how to increase first call resolution, decrease call transfers and enhance the customer experience Maintaining a flexible and agile Call Center Strategies for Success in a Rebounding

6 3:00pm 3:45pm Plenary Session 4:30pm Closing Keynote 5:15pm Day 5 8:30am Skilled Workforce with CRM and Telephony Loyalty with Social Media Economy and an Uncertain Economic Climate Afternoon Networking Break & Expo Hall Time LIVE Bingo Draw Profiting from Culture Sure it s great to have a fun environment with pizza and birthday parties. We re all striving to create a culture that inspires excellence. But how can we quantify and profit from a customer and employee centric environment? Call Center Crystal Ball Understanding the economic drivers that will shape the business landscape in the next 10 years and building predictions for the optimal call center in 2013 End of Main Conference SITE TOURS Friday 8 th June 2012 This exciting site tour day will include visits to two local call centers. Get an inside look at a leading contact center s culture, people and technology. The site tours will be announced shortly, for more information please us info@iqpc.com with the subject line CCW 2012 Site Tour Info REQUEST. The 2012 Call center Excellence Awards honor, recognize and promote the most innovative call center solutions and individuals over the past year. With awards given in now nine different 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 June 6 th 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 discussion. These leading companies will also gain worldwide recognition through post event press releases and industry publications. To enter the awards, you can apply online at Applications are due by April 20 th, 2012 with finalists announced on June 1 st, 2012 REGISTER AS A CONFERENCE ATTENDEE BEFORE March 16 th,2012 and APPLY FOR FREE 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 Awards Winners Discussion Panel on Thursday, June 7 th The 2012 Categories Include: Best in Class Call Center (over 200 staff) Best in Class Call Center (under 200 staff) The Call Center Leader of the Year Best Technology Solutions Provider Best Outsourced Provider Greatest Job Creating a Culture that Inspires World Class Excellence Best Performance Acting on Voice of the Customer & Social Customer Best Contact Center Learning, Development and Recognition Program Best New Mobile Customer Strategy NEW FOR 2012

7 Your 2012 Sponsors Include

8 June 4-8, 2012 Caesars Palace, Las Vegas, NV Continue the Multi-Channel Excellence Journey! Venue and Accommodation Caesars Palace 3570 Las Vegas Boulevard Las Vegas, NV Reservations: From the moment you walk through the doors of Caesars Palace, you know you've arrived at the most prestigious resort in the world. Impeccable service. Luxury. All the little details that make the difference between an ordinary visit and a spectacular experience are yours. Caesars Palace wants to lavish you with all the amenities that will make your stay with us one you'll always remember. Discover indulgence beyond expectation at Qua Baths & Spa, featuring never before seen amenities like Roman baths, a dry-heat Laconium room and a stunning, snow-filled Arctic Ice room. Caesars Palace is also the home of celebrity stylist Michael Boychuck, "colorist to the stars." Every spa in town he's touched has become a must-visit destination, and now he's exclusively at Caesars Palace. Pricing Early Bird Ends Early Bird Ends Standard Vendor April 6, 2012 May, Price Price Economy Package $999 $1,299 $1,499 $1,499 Economy Plus Package $1,399 $1,599 $1,799 $1,799 Premium Package $1,999 $2,399 $2,799 $2,799 Economy Package includes: Economy Plus Package Includes: Premium Package Includes: 2 Day Pass to the main conference Buffet Breakfast Lunch Drinks Reception Membership to the CM IQ and access to 100 s of Call Center articles, podcasts and webinars Post Event Access to presentations Upgrade Options (a la carte) Workshops A-H - $399 each Masterclasses I-J $499 each 3 Day Pass to the conference and workshops Buffet Breakfast Lunch Drinks Reception Selection of up to 8 Workshops Membership to the CM IQ and access to 100 s of Call Center articles, podcasts and webinars Post Event Access to presentations Site Tours A & B - $299 each Conference OnDemand $499 (Recorded conference presentations for internal training) 4 Day Pass to the conference, workshops and site tours Buffet Breakfast Lunch Drinks Reception Selection of up to 8 Workshops Selection of 2 Masterclasses Membership to the CM IQ and access to 100 s of Call Center articles, podcasts and webinars Post event access to presentations Selection of 2 Site-tours 1 VIP Pass to Caesars in-house Show* limited to the first 100 registrants Access to the CM IQ Member lounge Register Today: Call: Courtney.green@iqpc.com Online: