Ccw09

Featured Speakers for 2009: All New

Patrick RamseyChief Operating OfficerMultimedia Games

Todd DavisCEOLifeLock’09 Arizona Business Leadership Award

Michele RowanVice President of PerformanceManagementHilton Reservations andCustomer Care #2 InfoWeek’s ’08 Top 250 Innovators

Nancy VallaVice President of Service OperationsCIGNA Voluntary’08 US N&W Report and NCQA- ranked aTop Commercial Health Plan

Om KunduFirst Vice President SunTrust Banks, Inc.’08 Barlow Monarch Innovation Award

Dennis BianchiSenior Vice PresidentHorace Mann InsuranceWinner IQPC’s 2008 Excellence Award -Best Use of Voice of the Customer

Best Buy NEW08 Fortune Blue Ribbon Company; ’08BusinessWeek The 50 Best Performers

CVS CaremarkWinner IQPC’s ‘08 Excellence Award-Best in Class Call Center (over 200 staff)‘08 Fortune Blue Ribbon Company

eHarmony New‘08 Gartner & 1to1 Customer Awards

Windstream Communications New‘08 BusinessWeek The Customer ServiceElite

HealthnetFortune 500

Perot Systems New’08 Fortune Most Admired Companies

Bath and Body WorksWinner IQPC’s 2007 Excellence Award –Best Call Center Leader

Baylor Healthcare New’08 InformationWeek’s 250 TopInnovators (ranked 16); ’06-’08 DallasBusiness Journal Best Place to Work

SecureAlert NewPatented first emergency devicecombining GPS and cellular

Access Business Group, Division of Alticor NewThe Direct Selling Association Vision for TomorrowAward

And more!

Learn from theseLeading Innovators:

New Master Class forMature Call Centers

See page 5 for details…

Major Sponsors: Media Partners:

Presents the only call center event supported by theCall Center Excellence awards…

Get the most value with ourall access pricing (See page 15)Register today: Contact [email protected] or 416-597-4734 ▲▲

Call Center Week addresses the most pressing challenges andopportunities seen in decades. The event’s agenda and activitiesfeature an acute focus on:• Best practices and innovative ways to reduce operational costs • Best practices from Call Center Excellence Awards winners

• Leveraging technology to improve efficiencies and reduceoperational costs

• Growing revenue-generating capabilities of contact centers• Managing up, across, and down the organization in

turbulent times

Top Reasons to Attend:

Turn Adversity into Advantage | June 14-18, 2009 Bellagio, Las Vegas, NV

Learn from those who have thrived in economic challenges before! Call Center Week features experienced speakers and ground-breaking casestudies, 10+ hours of peer to peer networking and countless Q&A opportunities with the speaker faculty. See inside for more details….

Site Tours include:

Zappos.com Fortune

2009 Best Company to

Work For

Williams-Sonoma

e-tailing Excellence

Who Should Attend:VPs/Directors/Managers of • Call Centers• Contact Centers• Operations• Customer Affairs• Consumer Relations• Customer Service• Process Management• Customer Experience• Employee Development & Training• Sales & Marketing• Telemarketing• Business Analysts• And any customer-focused executive

Here’s a snapshot of whoattended last year’s event:Job Function■ 33% Customer Care■ 25% Management■ 12% Operations/

QualityAssurance

■ 9% Marketing■ 3% IT■ 3% Engineer/

Architect■ 3% HR/Training■ 2% Finance■ 2% Not Given■ 2% Consultants■ 1% Area Manager

■ 1% Legal■ 1% Education■ 1% Medicine■ 1% Media■ 1% Telecom

Industry■ 13% Manufacturing■ 12% Services■ 12% Finance■ 9% Health■ 9% Call centers■ 7% Telecommunications■ 5% Energy/Utilty■ 5% Retailers■ 4% Insurance■ 3% Software Publishers■ 3% Credit and collections■ 3% Information Technology■ 3% Education■ 12% Other (Government, ISP, Automotive,

Cable & Internet, Real Estate, Gambling/Casinos, Travel/hospitality, Charities/Associations, Information, CRM,Publishing, Pharmaceutical, Police,Postal, Transportation, R&D, Law)

“Last year was my first year inattendance…what I took away from lastyear that in turn I’m looking forward tothis coming year is the opportunity tonetwork and to hear about the alwayschanging and advancements intechnology and most importantly I’mlooking forward to sharing ABVI-Goodwill’s story. “ - Carol Borsa, Directorof Business Services, ABVI-GoodwillIndustries of Rochester

"I love Call Center Week because theconference definitely allows us tounderstand the innovation that is goingon in the business; the technology that isemerging and how we can apply it todrive our customer satisfaction higher." - Larry Willis, Director Sales Operationsand Customer Service, Black & Decker

“I wanted to let you know that I am reallyenjoying Call Center Week. It's a greatopportunity to meet your peers and thebest in the industry. It's been really greatreceiving these two call center excellenceawards!" - Charlie Cavolina, CrossCountry Automotive

"It's been a wonderful experience overthe last couple of days at Call CenterWeek. This is the first time I haveattended. It has been incredible, thepeople I have met have been amazingand the presentations super. I wasfortunate enough to have a collaborativesession through a panel discussion inwhich I learned a lot. Also winning anaward on "Best in Class Call Center (over500 staff)" is an absolute bonus to theevent." Dennis Migel, Vice President ofthe Toronto Contact Center, ScotiaBankToronto

Here’s whatAttendees had to sayAbout Past Events

Turn Adversity into Advantage | June 14-18, 2009Dear Executive:

Surviving the economic storm and coming out stronger will take savvy management.The Financial Times correctly states that “it all comes down to striking a delicate balance betweenmanaging risk and managing the customer experience in order to retain customers” FT 10/08.Keeping customers and winning new ones via word of mouth is the key to maintainingtop line revenue – you can never cut costs enough to survive if you can’t maintain thetop line. However, customers are now much less tolerant of any service glitch; research by TARPWorldwide has shown that even one problem doubles sensitivity to price and forces companiesinto destructive price completion. Therefore, delivering flawless service is critical to maintainingreasonable margins and taking advantage of the most cost effective marketing mechanism –word of mouth. The call center is the leading word of mouth management available to mostcompanies.

The good news is that it is often much cheaper to give great service than to just givegood service. Intelligent small investments in technology and analytical tools can allow you tomove to the next level of call center operations, where you are measurably contributing to thetop line at lower cost. This event will give you the tools and business cases to get whatyou need even in these lean times.

This mega event will take a realistic look at the economy and offer the strategies, insights,practical examples and case studies to weather the economic storm, and even come out ahead,stronger and more agile. You will learn how to be innovative on the fly, retain top performers,keep inexpensive delighters and create the emotional connection with your customers that leadto extra revenue and higher margins.

Get ready for a week of learning, networking, and strategizing. I look forward to growing withyou!

Sincerely,

Call Center IQ, a Division of IQPC

P.S. New for 2009! All-Accesspricing is available… See page15 for details.

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Why Should I Attend?Why do I need to attend this event in such a difficult businessclimate? The current climate is exactly why you need to attendCall Center Week:

• Experienced leaders will guide you through proven strategiesand techniques on how to reduce costs while maintainingcustomer service

• Sessions and workshops will show you how to either add orincrease revenue-generating activities to your call center

• Call Center Week’s speakers, delegates and sponsors are acustomer-focused community. Discussions in the session, in theexhibit hall, and at the networking functions will provideinsights on how to better service your customers.

• See first-hand the successes and challenges of two top-notchcall centers, Zappos.com and Williams-Sonoma as they opentheir doors exclusively to the Call Center Week audience.

• As additional incentives this year, the event offers all accesspricing, the opportunity to purchase an entire workshopday at a reduced rate, and an awards ceremony included inthe Main Conference. See page 15 for details…

Main Conference TracksBring your team to cover the most important themes in today’scontact center operations:

TRACK A: People Power – Inspiring Performance andAccomplishing More with Less This leadership/people oriented track will be focused on how tolead and manage your team while operating with fewer resources

TRACK B: TECHNOLOGY – Employing Technology forEnhancing Efficiency & ProductivityAccording to in-depth IQPC research, the marketplace isespecially interested in technology right now. Executives wantto leverage systems and technology to do more with less andimprove automation.

TRACK C: Cost Management, Performance Improvement,VOCThis track is designed to provide concrete strategies forreducing and managing operational costs in call centers. It willalso detail specific performance improvement strategies. Plus,you will discover how to put the voice of the customer to workand realize financial gain.

Early-Bird offers are available for alimited time. Reserve your seat early for adiscounted rate. See page 15 for details…

Register by April 10 to receive afree copy of:Coming May 2009 from the AmericanManagement Association “Strategic CustomerService”. The first book summarizing 35 yearsof TARP's work measuring and managing thecustomer experience! Don’t miss the TARPworkshop – see workshop E

Register for the All AccessPass which includes the freedom to movefrom session to session, the Call CenterAwards and participate in all the event hasto offer! See page 15 for details…

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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 Winners Discussion Panel

on Wednesday June 17, 2009

• Have the opportunity to present at Call Center Week 2010

The 2009 Categories Include:

1. Best in Class Call Center (over 200 staff)

2. Best in Class Call Center (under 200

staff)

3. The Call Center Leader of the Year

4. Best Performance Putting the Voice of

the Customer to Work

5. Best Use of Leveraging Technology For

Efficiency and Automation

The 2009 Call Center Excellence Awards honor, recognize, and promotethe most innovative call center solutions and individuals over the past year.With Awards given in five categories, the Call Center Excellence Awardsare dedicated to recognizing superior thinking, creativity and executionacross the full spectrum of call center functions.

Join us during the Awards Luncheon on Tuesday, June 16th as winners arerecognized for their unique achievements. Don’t miss your opportunity tomeet with current and future leaders in call centers.

Award winners will receive a beautiful customized award and have theopportunity to present during a conference panel session. They will garnerworld wide recognition through post event press releases and in industrypublications.

Apply online at www.callcenterweek.com/awards.php. Applicationsare due May 8, 2009 with finalists announced on May 29, 2009.

These experienced call center practitioners will provideunmatched guidance and insights!

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Get exclusive C-level insights from:

Todd DavisCEOLifeLock NEW!

’09 Arizona Business Leadership Award

Patrick RamseyChief Operating OfficerMultimedia Games NEW!

Award-Winning andexperienced presenters include:

Om KunduFirst Vice President SunTrust Banks, Inc. NEW!

’08 Barlow Monarch Innovation Award

Nancy VallaVice President of ServiceOperations

CIGNA Voluntary NEW!’08 US N&W Report and NCQA- ranked aTop Commercial Health Plan

Dennis BianchiSenior Vice PresidentHorace Mann Insurance NEW!

Winner IQPC’s 2008 Excellence Award -Best Use of Voice of the Customer

Roy BarnesFormer Senior Vice PresidentMarriott Vacation Club

2009 BusinessWeek Customer ServiceChamp, A top rated speaker at Call CenterWeek ‘08

Scott AckermanVP Customer CareeHarmony NEW!

‘08 Gartner & 1to1 Customer Awards

Michele RowanVice President of PerformanceManagement

Hilton Reservations and Customer Care #2 InfoWeek’s ’08 Top 250 InnovatorsNEW!

Practitioner Master-Class LeadersPati CrowleyDirector of Customer ExperienceBath & Body Works

Winner- IQPC’s 2007 Excellence Award for CallCenter Leader of the Year – Back by PopularDemand!

Darshanna TudorExecutive Vice President, Call CenterOperation

Marketing Alternatives NEW!

Joseph ArsenaultManager, NOC MetricsTime Warner Cable

Back by Popular Demand!

Rosemarie DonzantiVice President of Customer Care ServicesCVS/Caremark

Winner IQPC’s ‘08 Excellence Award- Best in ClassCall Center (over 200 staff) ‘08 Fortune BlueRibbon Company - Back by Popular Demand!

Dr. Brooks MitchellProfessor of Management University of Wyoming NEW!

Darryl FloresWorkforce and Contact Center Manager Southwest Business Corporation

(SWBC)Fast Track Winner #1 (San Antonio BusinessJournal) – NEW to main agenda!

Donna HardyDirector of Call Center OperationsSimplexity NEW!

Brett PetersDirector of TelecommunicationsSimplexity NEW!Best in Overall Customer Experience by KeynoteSystems, Forbes Magazine – Best of Web

Alex SauickieManaging Director, Operations andServices

Albridge Solutions, a PNC Company NEW!IQPC’s 2008 Excellence Award Best in Class CallCenter (under 50 staff)

Tonya ChoateSecurity Administration ManagerBaylor Healthcare NEW!

Carol FergusonHelp Desk Manager Baylor Healthcare NEW!

Kristoffer PagelCorporate IS Manager Baylor Healthcare NEW!

’08 InformationWeek’s 250 TopInnovators (ranked 16); ’06-’08 DallasBusiness Journal Best Place to Work

Ed KroschinskiDirector, Global Service DeskPerot Systems NEW!

’08 Fortune Most Admired Companies

Sharon L. LigneyCustomer Care Manager, WestwoodKansasDatacore Marketing, LLC NEW!

Carol BorsaDirector of Business ServicesABVI-Goodwill

Back by popular demand!

Joe DarnellVice President Monitoring CenterOperations

SecureAlert NEW!Patented first emergency devicecombining GPS and cellular; 2008 CallCenter Excellence Award Applicant

Don PerkinsVice President of Product MarketingWindstream Communications NEW!08 BusinessWeek The Customer Service Elite

Jon BlumDirector of Sales DevelopmentBest Buy NEW!

Best Buy New ‘08 Fortune Blue RibbonCompany; ’08 BusinessWeek The 50 BestPerformers

Kimberly WarrickClient Service Center ManagerNJ Shares NEW!

A 3 time delegate of the Call Center WeekConference in Las Vegas.

Remus SiclovanSenior Systems Analyst Healthnet

Fortune 500

Gibbs JonesExecutive Vice PresidentSuddenlink Cable TVTop 10 U.S. Cable Broadband Provider

Introducing two Call Center Summtdelegates who “graduated” to thespeaker faculty:

Mark RobertsSenior Manager of Operations ServiceSupport Center

Switch and Data NEW!

David WassilakResearch Scientist, Durables Research andDevelopment Support

Access Business Group - Part of the ALTICORfamily of companies NEW!

Site Tour Leaders:Jane JuddSenior Manager of Customer Loyalty,Zappos.com

Jane is the 2008 International Customer ServiceManager of the Year (Customer Service Instituteof America) and a 2007 Customer Champion from1 to 1 Media.

Troy ThorntonDirector of Customer CareWilliams-Sonoma, Inc.e-tailing Excellence

Do YOU have a story to tell? IQPC is producing a number of leading edge programs inour Customer Management/Marketing Strategy portfolio. If YOU would like to be considered as apresenter, please e-mail [email protected] with a short description of your initiatives.

Pre-Conference Master Classes Sunday, June 14, 2009DAY1

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BB “Improving Operational Performance”…Doing More with LessThis workshop will provide the knowledge and information required to excel in today’sdemanding do-more-with-less call center environment. This masterclass will include a 45 ideas in 45 minutes brainstorming session. It’s anidea per minute, raining dozens of new possibilities to utilize for your operation. Withso many insights, tips and techniques that will be shared, the only question is whetheryou can write them all down!

WHAT WILL BE COVERED:Ms. Tudor will highlight key points necessary operate a more efficient, more effectivecall center. These points will include: • Discover best practices and what determines world-class service• Learn what’s being measured today…and why• Determine where you are headed, which goals to define and/or set• Creating a positive culture and its impact on agent retention• 45 Ideas in 45 Minutes Brainstorming Session

WHAT YOU WILL LEARN:Ms. Tudor will share concepts and practices that can be applied to your operation andimplemented for immediate impact:• Principles of value and performance• How to achieve service level and response time objectives with quality• How to staff and schedule more efficiently• The tradeoffs between average speed of answer, service level, occupancy and staff

Darshanna Tudor, Executive Vice President, Call Center OperationsMarketing Alternatives

AA Mature Call Center Master Class: Approaches to AddressCurrent Industry Challenges

All New With Interactive Learning Formats

Don’t miss this moderated, executive-level master class designed for mature callcenters and executives with advanced experiences. The setting is a mixed-formatafternoon designed to leverage the experiences and collective insights of attendees.Join us for this exclusive opportunity in “out of the box” thinking!

Part 1: BRAINSTORMING: THE CUSTOMER RETENTION GAMERetaining customers and getting them to continue being advocates for your brand iscritical in today’s market. A short case study of a major retailer’s retention challengeswill establish the framework for the brainstorming session.In this interactive workshop strategy, the group will uncover numerous ideas for: • Retaining customers • Spreading word of mouth • Encouraging customers to spend money• Strengthening brand loyalty• …and anything else the group deems important!

Part 2: PROBLEM SOLVING: CUSTOMER SUPPORT & PROFITABILITY Larry Selden, professor emeritus at Columbia University and co-author of AngelCustomers and Demon Customers, contends that the bottom 20 percent ofcustomers can drain profits by at least 80 percent, while the top 20 percent cangenerate 150 percent of a company's profit. This session will utilize small,collaborative groups and facilitated moderation to explore methods for deliveringprofitable customer support. In this interactive brainstorming strategy, you willparticipate in developing strategies for: • Retaining profitable customers with optimal support• Optimizing efficiency and effectiveness • Encouraging customers to require less-costly support• Customer value routing• Other techniques and approaches as identified by the group

Masterclasses’ chairperson and Part 1 - Brainstorming Leader: Pati Crowley,Director of Customer Experience Bath & Body Works Winner- IQPC’s 2007Excellence Award for Call Center Leader of the YearMasterclass leader Part 2 – Problem Solving: Joseph Arsenault, Manager, NOCMetrics, Time Warner Cable

6:30

pm

Dine AroundJoin new friends and colleagues for dinner at one of the Bellagio’s top ratedrestaurants. All attendees wanting to join the group will need to sign in at theconference registration desk by 2:00 pm on Sunday, June 15, 2009. Each guest willreceive their own check. Take advantage of the opportunity to get to know your peersprior to the start of the main event.

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Part 1: Strategies For Success WorkshopsMonday, June 15, 2009DAY2

8:00

am –

10:

00am

The Cure for the Common Call Center Workshop: 8 Steps toGreat Customer Experiences while Reducing CostsWHAT WILL BE COVEREDToday’s customers expect their interactions with businesses to be fast, convenientand easy. With a combination of strategy and technology, you can channel the rightinformation across every communication path to create a far more unified,consistent and satisfying customer experience—and you can reduce your operatingcosts along the way.

WHAT YOU WILL LEARN • Explore strategies and technologies that deliver immediate results and support

long-term growth• Learn about the real-world challenges and the real-world gains of companies that

have taken their customer experience to the next level while reducing their costs• A quantitative scorecard for diagnosing your call center

Andrew Hull, Director, Product Marketing, RightNow Technologies, Inc.

Creating a World-Class Post-Call Survey ProgramLearn how leading organizations design and deploy highly-effective post-call surveyprograms. These programs go far beyond just collecting data. They deliver substantialimprovements in key business metrics such as first-contact resolution, customer churnrates, and service consistency.

WHAT WILL BE COVERED:Mr. Dietz will outline the key design elements of world class post-call survey programs:• Pros & Cons of various survey strategies • Right information, right hands, right time • Ownership and accountability • When done right, a substantial return follows

WHAT YOU WILL LEARN:• Establish the most effective survey strategy for your business • Build more actionable customer surveys • Use survey data to improve FCR and Customer churn • Quantify the ROI on a post-call survey program

Erich C. Dietz, Sales Director, Mindshare Technologies, Inc.

This hands-on workshop day will provide the techniques, insights and strategy for taking your call center to the next level of performance and profitability.NEW – Attend the entire workshop day with freedom to move from session to session, all for one low price! (See page 15 for details…)

10:1

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Measurably Moving From Good to Great Service WhileReducing Costs: Enhancing Self Service, Contact Preventionand First Call Resolution

Contact [email protected] or 416-597-4734 to register !6

A Bold New Look at Solving Employee Attendance, Attrition& Adherence ChallengesWHAT WILL BE COVEREDIn a rapidly evolving and challenging economic climate it’s critical to obtain the bestfrom your employees. Attendees will learn the results of new research studies showinghow several contact centers have significantly improved attendance, retention,schedule adherence, conversion rates, call quality, and morale. This topic is of urgentand critical importance to maximizing productivity at contact centers, especially thosewith Gen X and Gen Y employees.

WHAT WILL YOU WILL LEARNKey areas of interest will be: • How to identify and reward the right behaviors • How incentives and rewards are directly related to employee attrition, attendance,

schedule adherence, conversion rates, call quality and morale • How to define the best program: short vs. long term, monetary vs. non-monetary,

individual vs. team • How much to budget, measure the results and determine the ROI of an incentive

program

Dr. Brooks Mitchell, Professor of Management University of Wyoming

FREE BOOK TO WORKSHOP ATTENDEES: Games, Work, and Human Motivation: An Applied Behavioral Approach to EmployeeAchievement and Recognition.

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WHAT WILL BE COVEREDIt’s cheaper to give great service than to just give good service!Up to 30% of your contact workload is preventable via education.

This workshop will incorporate case studies to clarify the causes of customerproblems in a way that highlights those that can be easily avoided or handled via selfservice. This analysis will allow you to justify investments in customer education andenhanced self service in a manner the CFO will accept.

WHAT YOU WILL LEARN• Identify causes of customer contact that can be prevented via customer education.• Select the top three opportunities to eliminate service contacts via “Psychic Pizza”

delivering before your customer knows he needs it• Enhance utilization of self service via the principal that, “You can’t just lead the

horse to water, you must give him the first sip”• Enhance first call resolution via flexible response spaces which allow the CSR to

“break the rules for good customers, without breaking the rules”

John Goodman, Vice Chairman, TARP Worldwide, author of “Strategic Customer Service”Tim Rauschenbach, Vice President, TARP Worldwide and FormerHead of Global Service, Amazon.com

FREE BOOK FOR WORKSHOP ATTENDEES.See p. 5 for special book offer!

Special Extended Sessions

OR

OR

Part 2: Staffing Alternatives and Metrics WorkshopsMonday, June 15, 2009DAY2

Part 2 of the workshop day explores innovative call center staffing alternatives including virtual, virtual at home solutions, home-based call centers, and targeted metrics.Remember – pay one price and attend all day long! See page 15 for details…)

1:30

pm

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:30p

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Using Virtual at Home Employees to Improve CustomerService Delivery WHAT WILL BE COVEREDIn this interactive workshop you will learn that innovation in the workplace drivesa customer service culture. By removing the limitations of a fixed geography, ahighly-skilled and professional, virtual at-home work force can help you offer apositive customer experience.Mr. Farnsworth will talk about the key factors enabling home based work andhow TeleTech provides a cost-effective way to keep jobs in the U.S.

WHAT YOU WILL LEARNYou will learn about the myths and benefits of a virtual at-home solution and howdoing more with less, can actually provide greater productivity and efficiency. Mr.Farnsworth will use case studies to demonstrate how companies who partner withTeleTech and use our virtual at-home solution can enhance the customerexperience.

Jim Farnsworth, Senior Vice President, TeleTech

Maintaining Control in a Virtual Contact Center EnvironmentWHAT WILL BE COVEREDToday’s flatter organizations are virtualizing business operations, moving beyondtraditional boundaries of organization, location and technology in order tocommunicate and servce customers more quickly and effectively. This interactivegroup problem solving workshop will cover: • Open Discussion: Virtual contact center’s definition, benefits and potential

challenges• Business Situation and Group Exercise with a scenario introduced and teams

formed• Working groups – developing presentations and delivering presentations • Cross-Critique (Open Discussion)• Real life case study

WHAT YOU WILL LEARN• Position metrics as the driver of overall effectiveness and service level adherence• Leverage corporate objectives to drive key performance indicators

Prem Uppaluru, CEO, Transera Communications

3:45

pm

– 5

:45p

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“FOUND! Extra Money in your Contact Center” UsingTargeted Metrics to Drive a Streamlined OperationIn tenuous times, operations must be as streamlined as possible withoutcompromising quality. Identifying the correct Key Performance Indicators (KPIs)your organization manages to is critical in attaining efficiencies that will yield‘found money’.

WHAT WILL BE COVERED:Mr. Flores will review the myriad factors to consider when establishing your KPIsand how to use those metrics to optimize your contact center. • Identifying KPIs that align with your Mission Statement• Metrics to drive the right behaviors in your agents• Getting buy-in across and up and down your organization• Combining metrics for a complete picture

WHAT YOU WILL LEARN:Mr. Flores will facilitate practical exercises that enable you to lead cost-savinginitiatives in your organization that will achieve increased optimization.• Obtaining accurate staffing• Identify opportunities to reduce costs• Selling the right KPIs and staying away from the wrong ones

Darryl Flores, Workforce and Contact Center Manager, Southwest BusinessCorporation (SWBC)

How to Utilize a Home-Based Call Center to IncreaseCompetitiveness in a Challenging EconomyWHAT WILL BE COVEREDThis workshop will review how home-based agents can increase a company’scompetitiveness in today’s economy. By improving quality to current customers,reducing overhead and infrastructure costs and efficiently aligning staffing models tofluctuating demand, companies can increase their competitiveness, reduce needlessoverhead and manage growth quickly and organically.

WHAT YOU WILL LEARNSally Hurley will highlight the following topics addressing how to successfully launchand manage a home-based call center, which include:• The growth of the home-based call center industry• How VIPdesk transitioned from centralized service model to home-based structure• Benefits of home-based call centers vs brick-and-mortar call centers• How the demographic profile of the home-based agent can lead to improved

performance

Sally Hurley, President, VIPdesk

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7:15 Registration and Coffee

8:00 Chairperson’s Opening Remarks

8:10 Explosive InnovationYour budget for innovation has been cut! Your customer’s are still demanding more! Thiseconomy requires us to quickly re-invent our paradigms on innovation. We need explosiveacceleration in moving ideas to action. Agility, speed, creativity and results…right now. Your nextservice breakthrough is much closer than you think! In this highly interactive session learn thecritical tools to rapidly re-invigorate your customer touchpoints through user innovation design.• Activate the creative power of your employee and customer innovation networks• Mine innovative solutions from your existing customer response processes• Execute innovation in days not months. Drive results now!Roy Barnes, Former Senior Vice President, Marriott Vacation Club

8:55 Holding Onto Top Performers – Realizing the ROI in TurnoverReduction and Improved Customer Retention Find out how LifeLock cost effectively achieves an extraordinary call center rep retentionrate of 80+%, minimizing the costs and downtime associated with turnover. • Hiring the right people with the right value systems• Setting the right expectations and creating a supportive culture• Providing top notch training• Measuring performance with the QA score and tying bonuses to service performance• Find out how to retain your reps and improve your customer retention rates!Todd Davis, CEO, LifeLock

9:40 Morning Networking Break and Vendor Showcase

10:25 Virtual Call Center – Why "Going Virtual" Makes More Sense ThenEverCompanies are being forced to take a stricter review of the costs of business operations -including how to manage through a period of lower headcount, sales, etc. Many companieshave found that "virtualization" gives a flexibility to enable business operations to adapt to thesechanging market conditions. Virtualizing your call center enables these benefits by allowingflexibility among agent locations & sourcing, telephony and technology infrastructure - you usewhat you need and only pay for what you use.• What is a virtual call center• Economic benefits of virtual call center• How to virtualize - distributed agents / supervision / operationsPrem Uppaluru, CEO, Transera CommunicationsDonna Hardy, Director of Call Center Operations, Simplexity Brett Peters, Director of Telecommunications, Simplexity

11:10 Focused Peer-to-Peer RoundtablesThese popular peer to peer roundtable sessions are designed to take advantage of thetalent in the room and provide an open forum to discuss challenges/solutions. Theroundtables are an excellent way to develop networking contacts and they are led byexperienced practitioners from diverse industries. DON’T FORGET TO BRING YOUR BUSINESS CARDS• Six Sigma for Call Centers: driving quality and efficiencyAlex Sauickie, Managing Director, Operations and Services, AlbridgeSolutions, a PNC Company, Winner 2008 IQPC Call CenterExcellence Awards, Best in Class Call Center (under 50 staff)

12:00 IQPC’s Call Center Excellence Awards and Luncheon

Main Conference SessionsTuesday, June 16, 2009DAY3

TRACK A: People Power: Inspiring Performance andAccomplishing More with Less

1:40 Franchising One Service Across the CulturalGapUnderstand how to overcome diversity in regional/globallocations while harnessing the same top level service. Learnthe four phases for application to your contact center.• Leadership attitudes and philosophies • Defining value of the service provided• Cultural awareness and adaptability• Capture and market your successesJoe Darnell, Vice President Monitoring CenterOperations, SecureAlert, Inc. Applicant 2008 Call CenterExcellence Awards

TRACK B: Employing Technology for Enhancing Efficiency& Productivity

Panel Session: First-Call Relevance: Turn your callcenter into an acquisition centerFind out how to leverage lead scoring to increase conversion rates andimprove your return on marketing investment. • Profile unknown inbound callers by analyzing and segmenting

conversion data • Understand who’s calling and instantly identify high-value customers

— frequent and big spenders• Jump hot prospects up the call queue and route them to most

appropriate agentDiscover how to get more revenue out of your existing call flow!Moderator: Paul McConville, Director of Consumer-FacingServices, TARGUSinfoPanelists: Mark Pettay, Senior VP of Information Systems, WestDirectDoug Kline, Director of New Business Development, West Direct

TRACK C: Cost Management, Performance Improvement, VOC

The Cure for the Common Call Center: 8 Stepsto Great Customer Experiences Today’s customers expect their interactions with businesses to befast, convenient and easy. With a combination of strategy andtechnology, you can channel the right information across everycommunication path to create a far more unified, consistent andsatisfying customer experience—and you can reduce your operatingcosts along the way.• Explore strategies and technologies that deliver immediate results

and support long-term growth • Learn about the real-world challenges and the real-world gains

of companies that have taken their customer experience to thenext level, including a case study by a RightNow customereHarmony.

• Discover a quantitative scorecard for diagnosing your call center Andrew Hull, Director Product Marketing, RightNowTechnologies, Inc.Scott Ackerman, VP Customer Care, eHarmony

Register Today : Contact [email protected] or 416-597-47348

Back by populardemand!

New for 2009: The Call Center Excellence Awards areincluded in your Main Conference or All Access Pass.

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Just one of the manyconfirmed roundtables

Sponsored by:

4:35 KEYNOTE Turnaround Strategies – Focusing on What Matters MostPatrick Ramsey joined Multimedia Games, a provider of slot machines and systems, inSeptember 2008 to help turnaround a declining business. • Establishing employee accountability and developing metrics to motivate employees• Uncovering the most important opportunities • Leveraging analytics to guide you in decision making

• Find out how to stay focused on the keys to getting through difficult times, develop avision, motivate employees and execute a plan for success

Patrick Ramsey, Chief Operating Officer, Multimedia Games

5:20 Cocktail Reception Bring plenty of business cards to network

Main Conference SessionsContinued...DAY3

2:30 Low Cost Motivational Programs forEnhancing Performance Many employees feel overworked and underappreciatedespecially as we ask them to accomplish more with less.Showing appreciation through low cost, fun initiatives andrecognition programs can create a less stressed environmentwhere reps actually do accomplish more with less. • Peer to peer recognition programs • Create a fun environment with games, crafts and contests

for stress reduction• Find out how recognition represents the single most

validated idea to drive desired behavior and optimalperformance

Tonya Choate, Security Administration Manager, BaylorHealthcareCarol Ferguson, Help Desk Manager, Baylor Healthcare

3:15 Mid-Afternoon Networking Break and Vendor Showcase

3:45 Home Based Agents: Expanding your TalentPool and Realizing Cost Savings Hilton has been raising the bar with providing outstandingcustomer service with an at home agent program comprising40% of reps. They are in the process of signing a partnershipwith a non profit to hire at home agents and have launched ahome grown virtual training program. • Saving money with at home versus in house while getting

quality staff• Increasing VOC and quality scores• Expanding your talent pool • Reducing recruiting costs dramatically by creating an

employee referral programMichele Rowan, Vice President of PerformanceManagement, Hilton Reservations and Customer Care




Using Real-time Information to ImproveCustomer Service and Save MoneyThis panel will address how communication of real-time datacan improve agent productivity and customer service.• Provide visibility to key metrics in various areas of your

business to drive productivity and improve service• Use of new technologies to improve communication with

your agents• Enhance “team approach” by consistently communicating

goals and performancePanel Moderator: Matt Wheat, National Sales Manager,Texas DigitalPanelists: Ed Kroschinski, Director, Global Service Desk,Perot SystemsSharon L. Ligney, Customer Care Manager, WestwoodKansas, Datacore Marketing, LLCCarol Borsa, Director of Business Service, ABVI-GoodwillKristoffer Pagel, Corporate IS Manager, Baylor Healthcare

Use Speech Analytics to Measure andManage the Customer Experience andCustomer Excellence While Driving ROI• Discover what customers like and don’t like• Measure and improve calibrated standards of operational

excellence• Learn how to surpass organizational objectives for customer

satisfaction• Use improved customer experience to improve top line

revenue and bottom line ROIJeff Gallino, CTO and co-founder, CallMinerGibbs Jones, Executive Vice President, Suddenlink Cable TV

Winner: Driving Strategy through CustomerExperienceDiscover why NCO Customer Management won IQPC’s 2008Call Center Excellence Award for Best Performance Leveragingthe Customer Experience as a Strategic Business Driver!• Obtain new business while growing current business

through “word of mouth” and referrals• Customize improvement initiatives• Lower operating costs with enhanced quality of serviceScott Ross, Senior Vice President, Sales, NCO CustomerManagement, Inc. Jon Blum, Director of Sales Development, Best Buy

Outsourcing At Its Best: Hiring a Call CenterCompany to Increase Revenue WhileManagingIn this case study, find out how MTI has played a key role increating revenue for Windstream in an ever-changing phoneservices market while keeping costs down.• Reduce expenses associated with labor, management,

marketing and technology by outsourcing to a company thatcan cost effectively market, process orders and providecustomer service for you

• Obtain information that will help you analyze the costbenefits of outsourcing versus managing your own in-housecall center

• Keep a finger on the pulse of your VOC Don Perkins, Vice President of Product Marketing,Windstream CommunicationsKathy Hett, CEO, Midwest TeleServices International

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There’s never been a more important time tolearn from others. Register now!

Sponsored by:

Main Conference SessionsWednesday, June 17, 2009DAY4

7:30 Registration and Coffee

8:00 Chairperson’s Opening Remarks

8:10 What is the Business Case for Bringing Jobs Back to the U.S. andCreating Greater Profitability?• What exposure/liability will you incur in the next 6 months based on potential restrictions

imposed by Congress?• What is the true cost of offshoring and the potential impact on customer satisfaction,

abandonment rate and first call resolutions?• How can you bring jobs back to the U.S. cost effectively and play a key role in reducing

unemployment?• Why have outsourcers become public enemy number one instead of a valued business

partner and how can we change this scenario?Joe Jacoboni, President and CEO, Contact Centers of Americaand client

8:55 Connecting with your Customer on and Emotional Level andRealizing the Resulting BenefitsThis economy is not the same, and our call center agents have additional pressures. Thispresentation will address how to improve your agents’ empathy and interpersonal skills andwill overcome the common misperception that empathetic agents are giving away the farm.• Taking a different approach to quality and embracing it with your culture• Implementing a three pronged approach to recruitment – getting the “right” individuals,

determining their fit in your company, strengthening their will to succeed• Onboarding, coaching and reinforcing strong behavior• Realizing bottom line results including: higher job satisfaction, improved customer

retention and satisfaction, decrease in customer churn and increase in word of mouthNancy Valla, Vice President of Service Operations, CIGNA Voluntary

9:40 Morning Refreshment Break and Vendor Showcase

10:30 PANEL DISCUSSION Call Center Excellence Awards PanelWhat does it take to be an award-winning contact center? The 2009 award winners willanswer questions about accomplishing more with less, leveraging technology for efficiencyand automation, motivating employees on a limited budget, improving efficiencies, usingmetrics that make sense, and how to get top-down support. To find out how you can entera submission and receive recognition, visit http://callcenterweek.com/awards.php


11:20 Emotionally Engaging Customers and Repsaround your Brand for Enhanced Retention In order to emotionally engage customers with your brand,you must emotionally engage service reps. • What are the components in delivering your brand promise

that help you satisfy not only your customers but also yourreps?

• Understanding why value isn’t just in bonuses andpaychecks but also in building agent loyalty

• Reducing rep variability and increasing call outcomespredictability

• Find out how CVS/Caremark’s 2500 agents across 7 centersservices participants in methods that are relevant to themand migrates them to the most cost effective channel.

Rosemarie Donzanti, Vice President of Customer CareServices, CVS/Caremark2008 WINNER - IQPC Call Center Excellence Awards - Best inClass Call Center (over 200 staff), A top rated speaker at CallCenter Week 2008

12:05 Luncheon for Delegates and Speakers


Tapping the Voice of the Customer throughSpeech Analytics to Drive Performance,Decision Making and the CustomerExperienceIn this case study, we will explore how an innovativeorganization stands out from the rest of the competition byleveraging Speech Analytics to:• Measure, coach, and manage agent/team performance• Surpass service level agreements and customer survey

benchmarks• Refine sales techniques to successfully deflect objections• Predict customer behavior with speech metrics as early

indicators• Drive unnecessary costs out of the contact center while

keeping customers happy• Become a strategic contributor to company’s KPIs by

disseminating end-customer insights outside the contactcenter


Call Center or Profit Center? How to CreateBottom-Line Results from Front-line CustomerFeedbackJoin ResponseTek as they show how some of the world’sleading call center organizations, including AAA, Allianz, Bankof America, Travelocity and WestJet, have transformedcustomer feedback into customer retention and growthstrategies. It all begins at the front-line! • Learn how customer feedback collection integrates smoothly

with everyday call center transactions• Find out how real-time customer insights can create

behavior change across your call center organization• See how call centers can drive customer service and

retention strategies from customer feedback• Hear a real-life industry case study, demonstrating the

bottom-line impact of actionable customer feedbackSyed Hasan, CEO, ResponseTekAnd client

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Take advantage of the flexibility and freedom by selecting the all-access pricing.See page 15 for details…

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Sponsored by:

Visit www.callcenterweek.com for event updates,including speaker additions, special events and more

1:10 Leadership Strategies for Inspiring Excellencein Stressful TimesTimes are increasingly challenging today, so as leaders wemust continually look for new ways to inspire, motivate andcoach our most important asset - our employees.• Reacting rationally versus emotionally • Creating more headaches in the long run if you're afraid to

actually manage • Implementing conflict + resolutions strategies including e-

mail protocols • Recognizing top performers and tying monthly recognition

to customer satisfaction metricsMark Roberts, Senior Manager of Operations ServiceSupport Center, Switch and DataDelegate Call Center Summit 2009

2:00 Pre-Hiring Strategies – Beyond BackgroundChecking to Reduce Turnover Costs andIncrease Customer Experience NJS assists a growing number of families during this unstableeconomy. Our reps need to be educated in many sensitivetopics, bringing their A game to the phones each day. It iscritical to the success of NJS and to the success of anyorganization that we have the best reps answering ourphones. Your reps are the first line of contact and are theface/words of the organization. Learn how NJS has streamlinedthe task of Hiring, the Interview Process, the BackgroundCheck and the need to continue to be sure that you havehired the right people for your organization and its culture. • Savvy screening practices in today’s wired world.• Weeding out the bad apple!• Does your company have/implement an action plan when it

comes to hiring?Kimberly Warrick, Client Service Center Manager, NJ Shares

Leveraging Data to Provide a Better CustomerExperience, Better Understand the Cost of Serviceof Durable Goods, and Improve the ProductThis session will address the service of durable goods and how toconduct data gathering over the phone to monitor productperformance.• Recording product failure modes• Determining the part needed to correct customer service need• Leveraging data to improve product performance and predict staff

levels• Evaluating product profitability by calculating total cost to service itDavid Wassilak, Research Scientist, Durables Research andDevelopment Support, Access Business GroupPart of the ALTICOR family of companiesDelegate Call Center Summit 2009

Leveraging Speech Technology: Achieving SeamlessCustomer Service without Breaking the BankHealthnet receives 310,000 calls a month from members andproviders. To meet its service goals and improve the bottomline, Healthnet has deployed a voice portal solution thatutilizes voice technologies such as speech recognition andvoiceprint identification to help members access healthinformation quickly, easily and in a secure manner. • How to enhance security, privacy and HIPAA compliance

using voiceprint identification• How Health Net realized cost savings of between $850 and

$1.1 million annually by using speech technology toautomate processes, increase efficiency and reduce costswhile improving the overall customer experience

Remus Siclovan, Senior Systems Analyst, Healthnet

How Contact Center Performance AffectsCustomer Satisfaction and LoyaltyThe CCSI measures customer satisfaction across severalindustries: retail, insurance, banking, cable and satellite TV, cellphone service, personal computer, hotel and government.(CCSI - Contact Center Satisfaction Index 2009). In thissession, the CCSI will reveal how contact center performanceaffects customer satisfaction and loyalty.• The immediate challenges facing contact centers • Which industry contact centers perform best, and why • How well contact centers resolve issuesSheri Teodoru, CEO, CFI Group

Interactive Live Forum – Showing your Valueto Senior ManagementJoin Darryl Flores, a top rated speaker from Call CenterSummit, as he facilitates a peer to peer brainstorming sessionon developing the call center knowledge with seniorleadership.• Showing ROI in a manner acceptable to your CFO• Proving your call center is the ‘voice’ of the company • Cross-selling and “cross-telling” strategies for boosting

revenue• Demonstrating how you generate revenue• Participate in this new interactive learning format to address

challenges and develop strategies in a collaborative format.Darryl Flores, Workforce Manager, Southwest BusinessCorporation (SWBC)

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2:45 Afternoon Refreshment Break

3:20 KEYNOTE The Bottom Line Impact of Customer CentricityDiscover best practices in customer centricity and find out the rationale and the process ofhow Horace Mann Insurance went from product focus to customer centricity. In this casestudy you will discover:• How to quantify revenue associated with poor customer experiences• Why it’s important to move from customer satisfaction, to customer advocacy• How to act on customer experience to identify and save customers at risk• How to motivate, recognize & reward employees by tying compensation to customer experienceDennis Bianchi, Senior Vice President, Horace Mann InsuranceWinner: IQPC Call Center Excellence Award 2008

4:05 WINNING through Deepened Customer Relationships in Turbulent Times• Transforming current market disruptions into strategic growth opportunities• Bellwether product-channel-segment propositions that create value for your customers

and franchise through up-and-down markets alike• Achieving sustainable competitive advantage by being a first mover in speaking to

emerging market needsOm Kundu, First Vice President, SunTrust Banks, Inc.

4:50 Event Concludes




Sponsored by:

Main Conference SessionsContinued...DAY4

Post Conference Workshops and Site ToursThursday, June 18, 2009DAY5

Workshop space is limited sign up early call 416-597-473412

11:4

5am

– 3

:45p

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SITE TOUR: WE WILL BE VISITING ZAPPOS.COM - #23 Fortune 2009 100 Best Companies to Work forDon’t miss this exciting site tour to Zappos, the Las Vegas-based e-commerce site with1,500 perpetually happy, customer focused employees.

The company's debut at No. 23 on the Fortune 2009 Best Places to Work rankingmakes it the highest-ranking newcomer. Zappos, an Online retailer that specializes insell apparel and shoes have been in the business for 10 years. Some of Zappos’highlight features include their excellent 24/7 customer service, free overnight shippingand free return shipping with a 365 day return policy.

We will be touring their Henderson Nevada facility and getting a first hand look at theirfun culture, dedicated employees, and how they “deliver wow through service.” .Findout how the environment leads to customer loyalty and retention with 75% ofpurchases coming from repeat customers!

Jane Judd, Senior Manager of Customer Loyalty, Zappos.com Jane is the 2008 International Customer Service Manager of the Year (Customer ServiceInstitute of America) and a 2007 Customer Champion from 1 to 1 Media.

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8:30

am –

11:

30am

SITE TOUR: WE WILL BE VISITING Williams-Sonoma, Inc. – e-Tailing Excellence Winner

Founded in 1956, Williams-Sonoma Inc. is the leading specialty retailer of homefurnishings in the United States. The eight brands, including Pottery Barn, aremarketed through three channels – retail stores, catalog and the internet.

We will be visiting one of the company’s three call centers, a 24 hour center for allbrands, which employs 450 reps including the leadership team.

You will get a first hand look at the company’s “People First Philosophy” whichtreats employees the way the company wants customers treated. Find out howthe company encourages customer service to add value to a sale and strives forfirst call resolution. Learn about motivational contests and promotions.

Troy Thornton, Director of Customer Care, Williams-Sonoma, Inc.

Little Things that Make a Big Difference: Elevating theCustomer Experience without Breaking the BankTalking about ‘Customer Satisfaction’ is not enough in today’s competitive world. A satisfiedcustomer is just that – satisfied. They are neither delighted nor disgusted, just neutral. Neutralcustomers do not particularly help or hinder your business. However, elevating the customerexperience is about delighting the customer and turning them into ambassadors for yourcompany. Delighted customers buy more and share their service experiences with people theyknow. The challenge is how to delight your customers and elevate their experience withoutincreasing costs. In short, it is about the little things you can identify and do to make thishappen.

WHAT WILL BE COVERED: During this interactive workshop, we will share ideas and examples of:• The difference between Experience and Satisfaction• Putting yourself in your customers’ shoes• Delighting your customers• Identifying what works and what doesn’t in customer service

WHAT YOU WILL LEARN:At the end of this workshop, you will leave with:• Ways you can elevate the customer experience and build customer relationship• Insight into your own service centers • Some little things you can do now that won’t break the bank• Steps you can take to empower agents

Alex Aversano, Manager Enterprise & Channel Sales, Cicero Inc.

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BOARD THE BUS! DON'T MISS OUR SITE TOURS! Site tours are a great opportunity to visit a leading company and find out what makes their company so successful. Get an inside look at their customer focused culture, technology and leadership philosophies. Bus trips to and from the tours, as well as the tours themselves, offer a great networking opportunity. We encourage delegates to take advantage of this unique learning opportunity and see “call centers in action!”The site tours will include: a presentation by one or more executives; a walk around tour of the facilities; an opportunity to meet call center agents; and a question and answer period.

SPECIAL EXTENDED SITE TOUR

OR

About Our Sponsors

Keynote SponsorContact Centers of America is a global leader in providing customer contact managementsolutions and services in the business process outsourcing (BPO) arena. CCA specializes in

providing domestic, on shore, high quality solutions at affordable prices thru its proprietary on-campus programwith major universities as well as their unique home agent program utilizing retirees and disabled veterans.Customer service and technical support are provided through multiple contact channels including phone, e-mail,text messaging, web and chat. By utilizing the latest Virtual/On-Demand Call Center Technology, CCA ensurescustomer satisfaction with the highest service levels in the industry. CCA is headquartered in Orlando, Florida.Website: www.contactcentersofamerica.com

Co-Sponsors

Sword Ciboodle customer interaction software helps improve the way largeorganizations interact with their customers, driving down the overall cost to servewhilst enhancing the customer experience.

Recently recognized by Forrester as the global leader in process-centric customer service solutions, SwordCiboodle was also commended for expediting time to market by being the only vendor to score full marks in‘time-to-value’ in CRM implementations. Clients that are already experiencing the tangible benefits of Sword Ciboodle, in a matter of days rather thanyears, include Standard Bank, Sears and Vodafone. Website: www.sword-ciboodle.com

RightNow provides CRM software that helps consumer-oriented contact centers dramatically improve theirquality of service, while reducing costs and increasing agent productivity. Our multi-channel customerservice solution ties together call center and online customer service into a single solution, ensuringcustomers receive a seamless and consistent experience across every touch point. Website:

www.rightnow.com

Transera Communications is the first company to offer an on-demand global IP callcenter solution for multi-site, multisourced call centers. SeratelTM, Transera's software,delivered as a service, enables organigations to globalize, diversify and grow call center

operations to deliver exceptional customer care with no infrastructure investment required. Transera provides anunprecedented level of visibility, control and quality management empowering organizations of any size to rapidlydeploy a feature-rich call center for agents located anywhere in the world, including in-house, outsourced,remote, branch offices or at home. With Seratel, organizations can connect people, processes and informationand handle any customer call, anytime and anywhere across global operations. Website: www.transerainc.com

B-Connect, designs, constructs and operates Contact Center Solutions, by entrusting the management of your contact centers to B-Connect, you can bring together several keybenefits:

CFI Group is the gold-standard of customer satisfaction measurement,turning ‘voice of the customer’ data into improvement strategies for measurable results. CFIGroup’s system gives you key performance metrics and finds opportunities to improve

customer satisfaction for greatest ROI, so you can make informed, strategic business decisions that protect yourgreatest asset—your customer. Headquartered in Ann Arbor, Michigan, CFI Group has 11 offices worldwide andservices clients in a variety of sectors including telecommunications, manufacturing, retail and government.Website: www.cfigroup.com/

**please supply new blurb** Response Tek the leader in Customer ExperienceManagement, enables Global 2000 firms to grow profits by building customer

advocacy and reducing customer defection. ResponseTek:CEM software captures the voice of the customer at everychannel and touch point in the customer life cycle, and transforms this data into predictive business intelligence that isdistributed across the enterprise. Our clients are able to systematically use the voice of the customer to driveimprovements in revenue, satisfaction, customer advocacy and reference ability. Clients include Aon, HSBC,Lastminute.com, MBNA, Pacific Blue Cross and Xerox. Website: www.responsetek.com

Upstream Works provides contact center solutions for companies seeking to improve their customerservice through First Call Resolution. Products such as the award winning UpStart, UpTake, andeMedia CMAS give agents the tools to handle a customer request in a single contact, andmanagement the data and analytics to correct operational issues that impact customer care. The result

is a dramatic improvement in customer satisfaction that translates to financial impact by reducing churn, reducingoperational costs and increasing sales revenue. To learn more, visit www.upstreamworks.com. Website:www.upstreamworks.com

MTI is the solution for all of your outsourcing needs. We have been assisting Fortune 500 companiesachieve their marketing objectives and shape customer relationships for nearly 20 years. We are knownnationwide for delivering outstanding sales results and first-rate customer care with the highest regard

for accuracy.Expertise and Services

Website: www.mtind.com

CallMiner is the leader in advanced speech analytics providing business intelligence to enterpriseorganizations from recorded customer conversations. Eureka, the company’s flagship product, is the

only speech analytics solution that automatically and accurately discovers the content, context and purpose of an entireconversation and of every call, enabling companies to understand why customers call and how agents respond. Withthis knowledge, CallMiner customers are able to significantly improve customer service, enhance agent quality, increasesales and impact marketing effectiveness. Website: www.callminer.com Tel: (239) 689-6463

UTOPY provides award-winning Customer Intelligence and Performance Optimization solutionspowered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. WithUTOPY solutions, free-flowing human conversations are transformed into actionable insight to

strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness anduncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance,healthcare, telecommunications, outsourcing, and retail. Headquartered in San Francisco, CA, with offices worldwide, the UTOPY team has extensive experience in speechanalytics, business intelligence, contact center operations and business process improvement. Please visitwww.utopy.com or www.speechanalytics.com or call +1.866.44.UTOPY (+1.866.448.8679). Website: www.utopy.com

NCO Customer Management provides global Customer Care solutions to many of the Fortune 500companies. Our CRM division offers a wide variety of services including inbound and outboundcustomer care programs, customer retention, technical support, customer acquisition/sales, e-mail

management, Interactive Voice Response and Messaging, Web chat, and printing/mailing services. Website:www.ncogroup.com

UNICOR, also known as Federal Prison Industries, was established by executive order in 1934 withthe goal of employing federal inmates in productive work, and training them in valuable job skills.As a self-sustaining, self-funded government corporation, UNICOR has supplied a wide range of

quality goods and services to federal agencies for over 70 years. More recently, UNICOR has been authorized to partnerwith private sector firms currently sending work offshore or in lieu of sending work offshore. Website: www.unicor.gov

• Sales• Outbound Call Management • 24/7 Live Inbound • Data/Order Entry • Outbound Lead Generation • Live Transfer Lead Generation • Appointment Setting

• Auto Dialer Functionality • Verification Services • Win-back and Retention • VOIP• Wireless • Contract Renewal • Multi Lingual Resource

• Web Care • Call List Management • Upsell• IT Services • Software as a Service (SaaS)

• Fast Response• Greater Flexibility• Increased Savings

Proven Expertise: • Customized operational

procedures• Adaptable pricing schemes

Services:• Customer Care• Tech Support/ Helpdesk• Sales /Telemarketing• CRM Services• Loyalty Program• Early collections• Survey applications• Customer retention

• Data entry

Our infrastructure”• 3 Sites distributed: 2 in México

City and 1 in Torreon• 4,500+ Employees• 2,200+ Work Stations

Website: www.b-connect.com.mx

13

Sponsors and Exhibitors

TeleTech® is the premier business process and customer interaction management specialist.We perform complex outsourcing activities across all aspects of the customer managementlifecycle. By leveraging nearly three decades of experience, our enabling technologies, global

best practices, and innovative human capital strategies, we provide an array of front- to back-office support capabilitiesfor the world’s most respected and recognized companies. Website: www.teletech.com

Mindshare’s Enterprise Feedback Management (EFM) tools help companies improveoperations and minimize customer attrition through personal customer involvement.Mindshare’s proprietary survey technology captures customer and employee feedback in

real-time and immediately transforms it into actionable intelligence. With Mindshare, companies can determine thetype of information they collect, who can access it, and how it’s reported. Mindshare is affordable and flexible, surveysand reports can be modified on the fly, and data may be accessed from anywhere. Mindshare serves more than 25different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range fromsmall regional chains to large multinational corporations. Website: www.mshare.net

TARGUSinfo delivers precise and actionable consumer insights from the moment the phonerings to enable you to acquire, retain and grow today’s high-value customers. With our cutting-edge analytics platform and unmatched accuracy and coverage of consumer

data, we enable you to identify your most valuable callers, that fuel skills-based routing, to optimize messaging andoffers, prioritize and score leads in real time, remarket to lost prospects and provide a better customer experience.The result is a greater return on marketing investment —measured by increased order values, shorter call times,reduced costs, improved efficiencies and increased conversion rates.For more information, please contact TARGUSinfo at 1.800.6.TARGUS (800.682.7487) Website: www.targusinfo.com

Cicero Inc. provides software integration solutions to Global Fortune 500 and other companiesand government organizations that integrate applications, streamline business processes, and

extend the functionality of existing technology such as CRM, legacy, Citrix, and other applications. The Cicero Platformis the original, patented desktop integration solution that increases agent effectiveness, cuts call times, simplifiesnavigation into a unified desktop, increases cross/up-selling opportunities, and elevates the overall customer experienceby enabling contact center applications to do more, smarter. Cicero’s customers such as Merrill Lynch and NationwideFinancial create and deploy fully integrated solutions within weeks and typically achieve a Return on their Investmentwithin months. Website: www.ciceroinc.com

Building on more than 35 years of innovation, Texas Digital is proud to be a leading provider ofintegrated communication solutions that deliver exceptional value for the call center, cinema,

distribution center, financial institution, help desk, network data center and quick-serve restaurant markets. Texas Digital’s QuickCOM is a leading enterprise solution that provides real-time communication of business vitals tocontact centers, help desks, command centers and more. Backed by a unique Best Value Guarantee, this completesolution collects, manages and communicates up-to-the-second information to empower fact-based decisions that willimprove performance, customer satisfaction and profitability. Website: www.txdigital.com

Keller Center for Corporate Learning: Empower your employees with the skills andopportunities that give your business a competitive edge. From module-based cohortofferings, to company-wide educational programs, discover how we can help your

organization implement learning solutions that address today’s most critical needs—retaining valuable employees,developing managerial abilities, executing critical projects, complying with regulatory mandates and enhancingtechnical skills. We combine expert instruction, personal attention and innovative educational formats to create tailoredsolutions that can transform your employees’ performance.• Choice of class formats. Courses may be offered at your site, at one of our 90+ locations, or online for global access. • Flexible course schedules. Evening and weekend options are available to help balance business commitments and

personal priorities. • On-going enrollment. Classes begin throughout the year with our convenient eight-week sessions. Website: corp.keller.edu

Envision is an award-winning contact center solutions company offering products and services thatenable organizations to deliver world-class customer service. Envision Centricity™, the company’sinnovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach®

offering (including quality monitoring and e-learning) with powerful analytics, performance and workforcemanagement capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical andunique needs of customer-focused organizations worldwide. Website: www.envisioninc.com

SpiceCSM provides the only Customer Service Management (CSM) tool that will help to increaseproductivity while maintaining high quality of service standards. The SpiceCSM suite of softwareapplications is a complete offering of contact center and help desk functionality for the small-to-

medium enterprise (SME) customer service organization. Moreover, SpiceCSM applications are available ‘on-demand’ or‘open source’ to meet your IT deployment preferences. Whether you are a small start-up company looking to establishyour reputation as a customer centric organization, or a tenured organization with a reputation to maintain andimprove, the SpiceCSM software suite will meet your needs. Website: www.spiceCSM.com

Interior Concepts specializes in designing and manufacturing green call centerfurniture that provides cost-effective utilization of floor space. Whether utilizing theavailable floor space to increase the number of workers, or to enhance the work area

for each employee, the objective of Interior Concepts is to improve the performance and profitability of our customer.Additionally, we offer a Lifetime Warranty, complimentary space planning & project management, and the bestwire/cable management system in the industry. Website: www.interiorconcepts.com

performanceAgents™ is a performance consulting, training and outsourcingcompany dedicated to maximizing human performance in sales, service and support

teams. Our specialized approach leverages behavioral analysis (top performer profiling and knowledge capture), rapidknowledge transfer techniques, behavior-based coaching, qualitative monitoring, and operational and environmentalalignment and reinforcement processes. We blend behavioral science (understanding how people behave) withinstructional design (understanding how people learn) to create and sustain substantial lifts in the quality andeffectiveness of human interaction – ultimately improving how employees and supervisors communicate and connect,with customers and each other. Website: www.performanceagents.com

The Fraser Group, LLC is a management-consulting firm with extensive experience in helping operationsand management improve performance based on voice of the customer research. For over a decade, TheFraser Group has focused on research designs that provide actionable information to management in theareas of customer loyalty and satisfaction, customer relationship management (CRM) and employee

satisfaction measurement and improvement. Clients of The Fraser Group include a winner and two site visit recipientsof the Malcolm Baldrige National Quality Award. Barry Maners is the Managing Director of the Fraser Group. He is anoften-called on speaker in the areas of customer satisfaction, call center management, management and supervision,CRM measurement and management, stakeholder value management, employee satisfaction andqualitative/quantitative research design. In addition to the market research and management development work Mr.Maners completes, he is also active as an adjunct lecturer at the university level.Prior to becoming the Managing Director of the Fraser Group, Mr. Maners:• enjoyed an 11 year career with General Motors, • was, for 4 years, the Director of Human Resources and Sales Training at a division of the investment banking firm of

Kravis, Kohlberg and Roberts • And for 7 years was Vice President of Client Services at Walker Research.Mr. Maners is degreed in Mechanical Engineering from Purdue University, holds a Masters in Industrial Managementand is an ABD PhD in Economics from the Krannert School of Mgmt. Website: www.TheFraserGroup.org

For more than 35 years, TARP Worldwide has been revolutionizing the customer experience. Today, ourtwo divisions continue to create innovative solutions to help Release the Profit of Interaction™. TARP’sResearch Division quantifies the customer experience in financial terms, tracking its implications, and

guiding resource allocation and executive decision-making. TARP’s Practices Division develops strategies to improvecustomer service, improve marketing and sales communications, improve frontline effectiveness, and inspire employeesto attain higher performance. Website: www.tarp.com

VIPdesk specializes in delivering virtual call center solutions and concierge services to luxury andpremium brand leaders in several industries including retail, travel, auto and financial services. We

serve more than 70 blue-chip clients with over 10 million customers and are continually recognized through numerousawards, including the Inc. 500, Inc. 5000, NCBEA Business Ethics Award, Stevie Awards for Women in Business andSmart CEO Future 50. Website: www.vipdesk.com

"Call Center Summit is one of the premier call center events of the year! We have the opportunityto showcase emerging technology to industry leaders in the call center market. The conference isalways well managed and organized allowing attendees and exhibitors alike to network andcasually enjoy their time together."Linda Fitzpatrick, VP Sales, Texas Digital

Contact [email protected] or 416-597-4734 to register limited seating available!14

Phone: 416-597-4734

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Details for making payment via EFT or wire transfer: JPMorgan ChasePenton Learning Systems LLC dba IQPC: 957-097239ABA/Routing #:021000021Reference: Please include the name of the attendee(s) and the event number: 10711.003

Payment Policy: Payment is due in full at the time of registration and includes lunches,refreshments and detailed conference materials. Your registration will not be confirmed untilpayment is received and may be subject to cancellation.

Scholarships Available: IQPC sets aside a limited number of discounts that may be applied to itsconferences for delegates from the non-profit sector, government and military organizations andacademia. For more information about scholarships to this event, please call Customer Service at1-800-882-8684.

Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1-800-882-8684 to discuss your specific needs.

©2009 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochureconstitute a trademark of IQPC. Unauthorized reproduction will be actionable under the LanhamAct and common law principles.

Sponsorship and Exhibition OpportunitiesSponsorships and exhibits are excellent opportunities for your company toshowcase its products and services to high-level, targeted decision-makersattending Call Center Week. IQPC and Customer Management IQ helpcompanies like yours achieve important sales, marketing and branding objectivesby setting aside a limited number of event sponsorships and exhibit spaces – allof which are custom-tailored to assist your organization in creating a platform tomaximize its exposure at the event.

For more information on sponsoring or exhibiting at Call Center Week pleasecontact Mario Matulich at 212-885-2719 or [email protected].

About the VenueThe Bellagio Hotel, Las Vegaswww.bellagio.com3600 Las Vegas Blvd South Las Vegas, NV 89109 RESERVATIONS: (888) 987-8686

Contentment and opulence are the hallmarks of your Bellagio luxury hotelexperience. A retreat unto themselves, the 3,933 Guest Rooms and Suites arean extension of our AAA Five Diamond Award-winning Las Vegas hotel. Grantyourself the luxury of discovery time as you explore the dramatic featureswhich distinguish our exquisite Las Vegas resort from every other destination inthe world. From dancing fountains to a breathtaking Conservatory & BotanicalGardens to serenity-splashed Pools & Courtyards, enjoy...

IQPC has secured a special group rate for Call Center Weekparticipants at Bellagio.

Group Rate- $199 (single/ double occupancy)*Reservations must be booked before May 13th, 2009. Rate is valid 3days pre and post event, subject to availability. Please identify you arepart of Call Center Week - IQPC to ensure the special rate.

Register By 3/20/09 Register by 4/10/09 Register by 4/24/09 Register by 5/22/09 Standard Price

Conference Only $1,199 (save 800) $1,299 (save 700) $1,599 (save $400) $1,799 (save $200) $1,999

All Access Pricing $2,399 (save $2,147) $2,599(save $1,947) $2,799 (save $1,747) $2,999 (save $1,547) $3,199 (save $1,347)

Pre-Conference Workshop Day(June 15, 2009) $999 $999 $999 $999 $999

Post-Conference Workshop Day(June 18, 2009) $999 $999 $999 $999 $999

Workshop/Site Tour/Master Class Only $549 each $549 each $549 each $549 each $549 each

Other Pricing Register by 4/24/09 Register by 5/22/09 Standard Price

Conference Only $1,999 (save $1,000) $2,499 (save $500) $2,999

All Access Pricing $3,199 (save $2,347) $3,699 (save $1,847) $4,199 (save $1,347)

Pre-Conference Workshop Day(June 15, 2009) $999 $999 $999

Post-Conference Workshop Day(June 18, 2009) $999 $999 $999

Workshop/Site Tour/Master Class Only $549 each $549 each $549 each

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All Access Pass grants access to all workshops, site tours, and main conference days. Must confirm workshops and site tour participation at time of registration.Please note: Multiple discounts cannot be combined. A $99 processing fee will be charged to all reigstrations not accompanied by credit card at end of registrationEnd-User pricing valid for qualified call center professionals. Other includes any service provider to call center practitioners - Solution Providers, Consultants, or any third party vendorsthat partner with or provide services to call centers or provide call center outsourcing to organizations. Discounts are taken off the full conference price only and do not apply to workshop only registrations. IQPC reserves the right to qualify your registration before applying your discount.

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