關(guān)于赴美參加ACCE（Annual Call Center
Exhibition）2006大會的通知
演講內(nèi)容介紹
2006年9月12日
時間
題目
詳細內(nèi)容
演講者
10:00AM –
11:15 AM
Call Center Operations 101
Are you new to call centers, and not sure what you
have gotten yourself into? Or are you a seasoned pro wanting a refresher
or to validate your experiences? This information-rich session will
focus on seven key operational dynamics in the customer contact
environment: the unique characteristics of call centers; the link
between resources and results; the relationship between service
level and quality; how accessibility impacts productivity; schedule
needs versus base staff requirements; staffing and telecom issues;
and, the increasing demands on agents. End result: you?l be armed
to improve your operations and manage with confidence.
Rose Polchin (Rose Polchin Consulting and Training)
Early Turnover Blues? Your Plan to Pump Up Agent
Retention in the First 90 Days
Your mission, should you choose to accept it, is
to improve your agent retention rate in the first 90 days after
hiring. The challenges will be many, but the rewards will be worth
it. You'll have to get all the stakeholders to work together and
set goals and develop specific plans, but if you can get your new
hires to stay past the first 90 days, you'll have a much greater
chance of keeping them. Dick Finnegan, president of TalentKeepers,
will present examples from call centers that have already accomplished
this mission, and he'll show you how to make it succeed in your
center, too.
Richard Finnegan (Chief Client Services Officer,
TalentKeepers)
How to Select Technology that Works for You: Finding
the Perfect Fit
Back by popular demand! This no-holds-barred, unbiased
session will point you in the right direction for selecting contact
center technology. If you are considering a technology purchase
or upgrade (and just about every call center should be!), you will
learn the truth behind the hype, and how to separate the facts from
fiction. This session can also be a practical primer before you
visit the exhibits and interact with supplier executives.
Lori Bocklund Ewan O’Leary
Smart Strategies for Your Small Call Center
Small call centers often face big challenges. Things
that may be considered mere annoyances at larger operations.e.g.,
absenteeism or poor adherence to schedule can devastate a call center
with 50 or fewer agent seats. Managers at small centers must become
masters of agent education and motivation, forecasting and scheduling,
and technology optimization. Few people understand the unique challenges
of managing a small call center more than ICMI senior consultant
Marilyn Saulnier. In this session, Marilyn will reveal just how
much call center size does matter, and how much better your small
center can be when you employ the right strategies.
MARILYN
SAULNIER
To Host or Not to Host?: Answers to Critical Questions
on Hosted/On-Demand Service
As IP-based technologies have matured, hosted contact
center solutions have become a viable option, supporting a full
suite of capabilities. In this session, speakers will address about
where hosting fits ?or doesn not. Through the discussion, the pros
and cons, and key considerations for deploying a hosted solution
will emerge. The session will specifically address the impact of
hosting on IT infrastructure and resources. Kelly Johnston will
relate her experience deploying hosted contact center services at
Health Advocate. Attend this session to learn what to expect, and
what to avoid, when subscribing to this technology approach.
Kelly Jhonston WENDELL BLACK
2006年9月12日
時間
題目
詳細內(nèi)容
Speaker
2:30
PM
-
3:45 PM
Analyze THIS: How to Assess Your Contact Center
Like a Seasoned Consultant
With constantly evolving customer demands, contact
center tools and trends, and pressure to do more with less, managers
must be able to effectively evaluate and continuously improve performance
to thrive in today's customer contact arena.
Marty Prunty, one of the industry's most venerated consultants,
aims to teach you how to audit and assess your operation,
and to make key improvements to the most critical areas. Attending
this session won’t qualify you as a consultant, of
course, but you will get a sneak peek into the consultant’s playbook.
Marty Prunty (Managing Director, Contact Center
Professionals, Inc.)
Call Center Operations 101
Are you new to call centers, and not sure what you
have gotten yourself into? Or are you a seasoned pro wanting a refresher
or to validate your experiences? This information-rich session will
focus on seven key operational dynamics in the customer contact
environment: the unique characteristics of call centers; the link
between resources and results; the relationship between service
level and quality; how accessibility impacts productivity; schedule
needs versus base staff requirements; staffing and telecom issues;
and, the increasing demands on agents. End result: you will be armed
to improve your operations and manage with confidence.
Rose Polchin (Rose Polchin Consulting and Training)
How to Develop a Strategic Model for Your Call Center
-- Today!
The ever-captivating and entertaining Kathleen Peterson
leads this unique hands-on workshop aimed at helping managers create
a compelling strategic model that will drive unparalleled performance
at their contact center. Kathleen, a renowned enemy of clich and
convention, will hit on critical issues relating to human capital,
technology acquisition/implementation, process improvement, and
relationship management. Each attendee will leave with the insight
and skills needed to make their contact center shine on paper and,
more importantly, thrive in action.
Panel of Your Peers: Balancing Service & Efficiency
This is less a presentation and more a dynamic open
dialogue, provided you bring your pressing questions and comments
-- on how best to attain elusive quality/productivity equilibrium
in the contact center. Listen to and interact with a panel of successful
veteran managers who have, after ample trial and error, mastered
the challenging balancing act. Discuss which performance metrics
should receive the most focus and attention, and how to achieve
your objectives without angering agents or alienating customers.
Feel free to join the panel in sharing/debating what works, what
doesn't, and the valuable lessons learned.
Larry Eiser (GM, Customer Contact Services, Cinergy
Corp.), Laurie Elliott (AVP Member Services, Bethpage Federal Credit
Union),
Rewards that Drive Sustained Results: Effective
Incentives
Pizza and balloons just don't cut it in today's
dynamic and highly competitive call center arena. To create and
sustain high levels of agent engagement and performance, call centers
need to offer much more compelling rewards to frontline staff for
a job well-done. Mary Murcott, author of Driving Peak Sales Performance
in Call Centers, will enlighten you about incentives that truly
motivate agents, and ones that typically don’t. Learn the importance
of tying incentives to key call center and corporate objectives;
continuously seeking feedback and input from agents; and keeping
rewards/recognition programs fresh and relevant to ensure sustained
buy-in from all the center's staff.
Mary Murcott (President, Performance Transformations)
What You Need Is Right Under Your Nose: Using Analytics
to Find It
Analytics is a hot call center technology topic,
and if you are not sure whether it might apply to your call center
(or even exactly what it is), this is the session for you. Driva
Solutions?Bill Price will show you why you should care about analytics
and he will explain it so clearly you won’t even need to wear a
pocket-protector to get it. Get clued in on the latest developments
in this fast-emerging arena and learn how the answers to some of
your hardest questions may be found in data you already have.
Bill Price (President and Founder, Driva Solutions
LLC)
2006年9月12日
時間
題目
詳細內(nèi)容
Speaker
2:30
PM
-
3:45 PM
Analyze THIS: How to Assess Your Contact Center
Like a Seasoned Consultant
With constantly evolving customer demands, contact
center tools and trends, and pressure to do more with less, managers
must be able to effectively evaluate and continuously improve performance
to thrive in today's customer contact arena.
Marty Prunty, one of the industry's most venerated consultants,
aims to teach you how to audit and assess your operation,
and to make key improvements to the most critical areas. Attending
this session won’t qualify you as a consultant, of
course, but you will get a sneak peek into the consultant’s playbook.
Marty Prunty (Managing Director, Contact Center
Professionals, Inc.)
Call Center Operations 101
Are you new to call centers, and not sure what you
have gotten yourself into? Or are you a seasoned pro wanting a refresher
or to validate your experiences? This information-rich session will
focus on seven key operational dynamics in the customer contact
environment: the unique characteristics of call centers; the link
between resources and results; the relationship between service
level and quality; how accessibility impacts productivity; schedule
needs versus base staff requirements; staffing and telecom issues;
and, the increasing demands on agents. End result: you will be armed
to improve your operations and manage with confidence.
Rose Polchin (Rose Polchin Consulting and Training)
How to Develop a Strategic Model for Your Call Center
-- Today!
The ever-captivating and entertaining Kathleen Peterson
leads this unique hands-on workshop aimed at helping managers create
a compelling strategic model that will drive unparalleled performance
at their contact center. Kathleen, a renowned enemy of clich and
convention, will hit on critical issues relating to human capital,
technology acquisition/implementation, process improvement, and
relationship management. Each attendee will leave with the insight
and skills needed to make their contact center shine on paper and,
more importantly, thrive in action.
Panel of Your Peers: Balancing Service & Efficiency
This is less a presentation and more a dynamic open
dialogue, provided you bring your pressing questions and comments
-- on how best to attain elusive quality/productivity equilibrium
in the contact center. Listen to and interact with a panel of successful
veteran managers who have, after ample trial and error, mastered
the challenging balancing act. Discuss which performance metrics
should receive the most focus and attention, and how to achieve
your objectives without angering agents or alienating customers.
Feel free to join the panel in sharing/debating what works, what
doesn't, and the valuable lessons learned.
Larry Eiser (GM, Customer Contact Services, Cinergy
Corp.), Laurie Elliott (AVP Member Services, Bethpage Federal Credit
Union),
Rewards that Drive Sustained Results: Effective
Incentives
Pizza and balloons just don't cut it in today's
dynamic and highly competitive call center arena. To create and
sustain high levels of agent engagement and performance, call centers
need to offer much more compelling rewards to frontline staff for
a job well-done. Mary Murcott, author of Driving Peak Sales Performance
in Call Centers, will enlighten you about incentives that truly
motivate agents, and ones that typically don’t. Learn the importance
of tying incentives to key call center and corporate objectives;
continuously seeking feedback and input from agents; and keeping
rewards/recognition programs fresh and relevant to ensure sustained
buy-in from all the center's staff.
Mary Murcott (President, Performance Transformations)
What You Need Is Right Under Your Nose: Using Analytics
to Find It
Analytics is a hot call center technology topic,
and if you are not sure whether it might apply to your call center
(or even exactly what it is), this is the session for you. Driva
Solutions?Bill Price will show you why you should care about analytics
and he will explain it so clearly you won’t even need to wear a
pocket-protector to get it. Get clued in on the latest developments
in this fast-emerging arena and learn how the answers to some of
your hardest questions may be found in data you already have.
Bill Price (President and Founder, Driva Solutions
LLC)
2006年9月12日
時間
題目
詳細內(nèi)容
Speaker
4:15
PM
-
5:30 PM
Beyond Answering the Call: Going From Good to Great
This session is not for rookies. Let’s assume your
call center gets the job done, you are good at answering those phones.
But is that all? Let industry thought-leader Jay Minnucci open your
eyes to how much more you could and should -- be doing. If you have
ready to move from good to great, don’t miss this presentation.
You will get charged up with a vision of what your call center can
be, and you will leave equipped with practical steps for making
that vision a reality.
Jay Minnucci (Vice President, Consulting Services,
ICMI)
Beyond Pajama Jokes: Work-At-Home Agents Are Serious
Business
Technology makes it possible to put agents anywhere
- but why would you want to? For a million solid business reasons:
business continuity; disaster planning; peak load handling; lower
turnover; and these are just the tip of the iceberg. Whether it's
through an outsourcer or a dispersed in-house team, our panel of
experts will tell you how to make it work, but more important, they'll
tell you why you can't afford not to explore the remote agent option.
Basil Bennett (President & CEO), Tim Houlne
(CEO, Working Solutions), JIM BALL (CHIEF ARCHITECT, ALPINEACCESS,
INC.)
Consultant Soup: Feed on the Experts' Experience
Some of the brightest minds and most sought-after
consultants in the call center industry will convene at this conference;
at this session, many of them will actually convene at the same
podium! Don't miss this panel of powerhouses who have happily agreed
to take on any and all questions on everything under the call center
sun. Pick their brains, tap their experience ?even challenge them
on controversial topics if you like. This one promises to feature
more than just a few sparks, and maybe even a little sparring!
Is six sigma a boon to quality and efficiency? Or
has it become a self-absorbed movement that takes time and resources
away from other priorities? In this unique and lively session, our
two speakers take sides to debate the pros and cons of six sigma.
Whatever your perspective, you are sure to get a clearer picture
of what six sigma can and can’t do, where it’s most valuable, and
when it’s a good fit for your call center’s development and improvement.
Martha Brooke (President/Program Director, Interaction
Metrics), Peter Bloom (President, COPC)
Does Your IVR Inspire Vindictive Reactions? Or Invite
Valuable Responses?
Self-service by phone has never had a worse reputation.
The good news is that you can improve what customers think of your
center's approach to automation. At this session, you'll learn learn
from the renowned experts at EIG how subtle changes in the design
of an interactive voice response system can encourage customers
to use and trust self-service by phone. You'll also find out which
kinds of metrics best indicate how useful your IVR system is for
your customers. Differentiate yourself from the competition by doing
IVR right!
Rex Stringham (President, Enterprise Integration
Group)
Early Turnover Blues? Your Plan to Pump Up Agent
Retention in the First 90 Days
Your mission, should you choose to accept it, is
to improve your agent retention rate in the first 90 days after
hiring. The challenges will be many, but the rewards will be worth
it. You'll have to get all the stakeholders to work together and
set goals and develop specific plans, but if you can get your new
hires to stay past the first 90 days, you'll have a much greater
chance of keeping them. Dick Finnegan, president of TalentKeepers,
will present examples from call centers that have already accomplished
this mission, and he'll show you how to make it succeed in your
center, too.
Richard Finnegan (Chief Client Services Officer,
TalentKeepers)
2006年9月13日
時間
題目
詳細內(nèi)容
Speaker
11:00AM
-
12:15pm
Getting the Most Out of Your Call Center Statistics:
Strength in Numbers
Tired of drowning in a sea of call center statistics?
Are you unable to make sense of what may or may not be valuable
data? Drawing on his vast experience, and wonderfully dry sense
of humor, ICMI Forecasting Consultant Dan Rickwalder will show you
how to uncover the real meaning contained in the oodles of reports
spit out by the various systems in your center. Come to this session
and learn how to take all the numbers from those ambling spreadsheets
and convert them into meaningful data that can be easily analyzed
to drive key process improvements in your center.
Dan Rickwalder (Forecasting Consultant, ICMI)
Have You Hugged a Techie Today?: Creating Harmony
Participate in a live point/counterpoint dialogue
between two of our industry's leading experts as they explore ways
to develop teamwork among corporate departments with very different
perspectives. Jay Minnucci, VP of Consulting Services for ICMI,
represents the frequently frustrated call center management team,
while Lori Bocklund, president of Strategic Contact, speaks for
embattled IT professionals who support call center operations. The
backdrop of the discussion will be the many changes in our industry
that present significant challenges for both operations and technology
professionals. We can't promise a group hug, but, by the end, both
areas will realize that working together is not only possible --
it's essential.
Lori Bocklund (President, Strategic Contact, Inc.),
Jay Minnucci (Vice President, Consulting Services, ICMI)
Smart Strategies for Your Small Call Center
Small call centers often face big challenges. Things
that may be considered mere annoyances at larger operations, e.g.,
absenteeism or poor adherence to schedule ?can devastate a call
center with 50 or fewer agent seats. Managers at small centers must
become masters of agent education and motivation, forecasting and
scheduling, and technology optimization. Few people understand the
unique challenges of managing a small call center more than ICMI
senior consultant Marilyn Saulnier. In this session, Marilyn will
reveal just how much call center size does matter, and how much
better your small center can be when you employ the right strategies.
MARILYN SAULNIER (CONSULTANT, ICMI)
Special Agents: Tapping Seasoned Staff to Enhance
Coaching and Training
Progressive contact centers are empowering their
top agents to help teach rookies the ropes. In doing so, these centers
are enhancing overall performance, staff retention and camaraderie,
developmental opportunities and job diversity, as well as customer
satisfaction. Discover how real-life call centers are achieving
such results by letting their veteran reps supervise transition
training "nests," mentor new-hires on the phone floor,
serve as subject matter specialists, and play the role of interdepartmental
ambassadors for the contact center.
Anne Ivey (Vice President -- Call Center Practice,
Omega Performance Corporation), Frank Saviano (Supra Telecom), Stephanie
Morrison (Nationwide), Paula Sacks (Georgia Power)
Surviving the Storm: True Tales of Disaster Recovery
Hurricane Katrina showed America how precarious
every aspect of business continuity can be. What do you do when
your workers can't get into the center? What about when an entire
region's population is on the move and under stress? The lessons
we take out of 2005's hurricane season are critical to doing business
this year and beyond. Come learn from these speakers, real-life
disaster experience. How did they cope, and what are they doing
to protect their organizations from the next wave? Contact centers
proved they are critical lifelines in an emergency. Learn what you
can do to be prepared, no matter where you're located.
David Scott (Manager, Call Center Excellence, ACS
Inc.), Katrina Lane
What Senior Managers Want You to Know -- But Don’t
Know How to Tell You
You have said it before: senior management just
doesn’t get it.? Unfortunately, this excuse won’t get you the solutions
needed to improve your center (or a promotion, either). Adopt a
proactive attitude, instead: popular speaker and industry consultant,
Tim Montgomery, will show you new ways to get senior managers to
gain a better appreciation of what needs to happen in your center.
You will learn key concepts to get executive buy-in, including laying
the foundation by getting yourself up to speed, how to create impassioned
call center supporters, quickly communicating call center dynamics
and using a simple vision to support all of your initiatives.
Tim Montgomery (VP Sales Strategy, The Scooter Store)
2006年9月13日
時間
題目
詳細內(nèi)容
Speaker
2:00PM
-
3:15PM
60 Ideas in 60 Minutes for Smooth Operations
Okay, so this kind of session isn’t exactly new,
but what if these are 60 ideas you can actually use? What if, rather
than being hit or miss, they directly relate to running your operation
more smoothly, more profitably: Matching resources with demand.
Keeping fires from happening in the first place. Building a team
that works. Harnessing your resources effectively. Ensuring that
you have a life. We will be focused on tips and techniques that
make a difference, guaranteed!
Greg Levin (Creative Projects Specialist, ICMI),
Keith Dawson (Editorial Director, Call Center Magazine), Lesley
Vereen (Consultant, ICMI), David Scott (Manager, Call Center Excellence,
ACS Inc.)
A Service to Sales Success Story
Everyone loves a good story with a happy ending,
and Lori Fraser has one for you. Her InFocus support center was
handed a mandate: emphasize selling, but don’t compromise service,
quality or customer satisfaction, and do it without adding costs
to the operation. Gather around and hear what good leadership, spirited
staff, a little hard work and a lot of fun (if he bet? can do. Her
team accomplished the service-to-sales mindset shift, realizing
that selling is good for the customer and for the company. Come
learn how to turn your center into a service machine with sales-ability
and pride.?
Lori Fraser (InFocus)
Benchmarking eCare Customer Satisfaction -- Do You
Measure Up?
How do customers feel about the level of service
they get through non-phone interactions? Do email and other eCare
options measure up to the expectations customers bring? TARP and
ICMI have investigated these questions, and Cindy Grimm will unveil
and discuss the results of this major research project. What's the
impact on agents? On revenue? On costs? On the customer experience?
You'll learn how well the industry as a whole is performing in non-phone
interactions, and you'll take away critical insights into how your
contact center can make the most of these expanding interaction
channels.
Cynthia Grimm (V.P. Benchmarking, TARP)
First Conflict Resolution: Effectively Managing
Discord in the Call Center
Conflict within organizations is inevitable, but
you won’t find conflict resolution in any call center’s KPIs. Yet,
industry expert Anne Nickerson has found that ineffective conflict
management can be the underlying cause of many problems call center
managers struggle to address. Ask yourself, do you view conflict
as friend or oe? Join Anne as she presents real-life case studies
to help you understand your own conflict handling style and learn
proactive self-mediation techniques. We can’t promise you will be
ready to bring about world peace, but you will certainly see the
difference that effective conflict management can make.
Anne Nickerson (President, Call Center Coach, LLC)
Voice of the Customer -- Putting the Idea to Work
It’s obvious that we all should utilize the voice
of the customer in decision making that’s who we are in business
to please, after all. But, how do you actually do it? We have got
two top customer advocates ready to point you in the right direction.
Jeanne Bliss, author of Chief Customer Officer: Getting Past Lip
Service to Passionate Action, will teach you from her experience
as customer zealot at major companies, including Land’s End and
Microsoft. And Driva Solutions’ founder, Bill Price, who earned
his stripes at Amazon.com, will share his implementation know-how
in ways you can put to work in your own operation.
Bill Price (President and Founder, Driva Solutions
LLC), Jeanne Bliss
Worst Practices -- How to Detect, Avoid and Correct
Them
Schadenfruede: a German word for the sense of relief
and satisfaction you get hearing about someone else's troubles.
In this exciting session, you'll hear stories of the inevitable
pitfalls and mistakes even experienced managers can make, and you'll
learn how to avoid them before they become your problems. If you're
only looking for the best practices in call center management, you're
only seeing half the picture - you need to examine the worst practices
with an open mind, see where you can go off the rails, and look
at your own managerial techniques with fresh - and enlightened -
eyes.
Rebecca Gibson (Senior Learning Specialist, Magellan
Behavioral Health), SIMON KRISS (CEO & PRESIDENT, SAGATORI),
Ian Moustaka (Call Center Manager, Wells Fargo Bank), Rose Polchin
(Rose Polchin Consulting and Training)