2006年9月12日
時間	題目	詳細(xì)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(xì)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.	Kathleen Peterson (Chief Vision Officer, PowerHouse Consulting)
	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(xì)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.	Kathleen Peterson (Chief Vision Officer, PowerHouse Consulting)
	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(xì)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!	Jay Minnucci (Vice President, Consulting Services, ICMI), Kathleen Peterson (Chief Vision Officer, PowerHouse Consulting), Marty Prunty (Managing Director, Contact Center Professionals, Inc.)
	Debating Six Sigma ?Boon or Boondoggle?	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(xì)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)