Wednesday, September 8th

 

	Opening Reception & Workshop
4:30-6:00	Reception, Networking &	Exhibit Hall Open	Atrium
6:00-7:00	7 Common Contact Center Headaches	Tim Montgomery, CEO-Cooney SolutionsGroup	Little Tex

 

 

 

 

Thursday, September 9th

TIME	SESSION	SPEAKER	ROOM
7:30 – 9:00 a.m.	Registration/ Check-in//Breakfast/Exhibits		Atrium
	Registration/ Check-in//Breakfast/Exhibits
9:00 – 9:15 a.m.	Welcome and Keynote Speaker Introduction		BIG-TEX Auditorium
9:15 – 10:00 a.m.	Keynote Speaker: Bob Furniss, Touchpoint Associates www.bobfurniss.com Social Media for Contact Centers: Reaching Customers on Their Terms
10:00-10:15 a.m.	Break / Exhibits
10:15 – 11:30 a.m.	Workshop Session One
Metrics and Performance Improvement	Measuring and Managing the Customer Experience	Robin Kibota, Six Sigma Master Black Belt Volt Workforce Solutions	Balcones 1.108
Tools & Technology	The Contact Center Goes Social	David Lover, CTO, Cross Telcom	Lone Star 1.106
HR & Talent Management	Beyond Performance: Developing Employees That Delight Customers	Call Center Leaders Panel -Nancy Butterfiled, National Instruments -Marshall Vuong, Austin 3-1-1	BIG-TEX Auditorium
11:30 – 1:00 p.m.	Lunch/ Exhibits/Vendor Demos
12:00-12:30 p.m.	Evolution FCR-second call treatment DEMO	Primas	Lone Star 1.106
12:30- 1:00 p.m.	QA Monitoring DEMO	Commercial Electronics	Lone Star 1.106
1:00 – 2:15 p.m.	Workshop Session Two
Metrics and Performance Improvement	Innovative New Models for Managing Quality Performance	Quality Manager's Panel -Oscar Alban, Principal Global Market Consultant, Verint Witness -Charlotte Banks, Farmers Insurance -Thomas Najar, Apple Computers	Balcones 1.108
Tools & Technology	The Call Center of The Future: Emerging Trends and Technologies	Mary Murcott-CEO NOVO 1 www.NOVO1.com	Lone Star 1.106
HR & Talent Management	Performance Management Practical and Legal	Adam Boland, Ogletree, Deakins, Nash, Smoak & Stewart, P.C.	BIG-TEX Auditorium
2:15 – 2:30 p.m.	Break
2:30 – 4:30 p.m.	Closing General Session
SPECIAL SESSION	Central Texas Call Center Excellence Award Winners Panel	Nationwide, KCI, SWBC Contact Centers Moderator, Carol Trostle Trostle Associates www.trostle.com	BIG-TEX Auditorium
4:00 – 4:30 p.m.	The Importance of Contact Centers to Austin’s Economy	Charisse Bodisch, CEcD, Vice President, Economic Development for Greater Austin Chamber	BIG-TEX Auditorium

 

* Speakers are subject to change. Please check website for current agenda.