2012 information coming soon
September 21st 12:30PM-4:30PM PreConference Workshop
Quality Monitoring and Coaching in the Contact Center
Quality Monitoring and coaching are the twin tasks of contact center management that are often perceived as time consuming, with questionable impact, but absolutely necessary. Despite its importance, many contact center managers dread monitoring and coaching and assume that they have to be time consuming, full of conflict and frustrating for all parties. Not so! In this hands on workshop participants will design a comprehensive, cost-effective monitoring and coaching program that boosts quality performance initiatives and increases agent performance and commitment. During the session, participants will develop their own quality monitoring forms, definitions document and learn a proven coaching model that can be implemented in their contact center right away. Participants will apply skills learned through practice scenarios. Workshop leader will also present best practices for monitoring multiple channels.
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September 21st 4:30PM-7:00PM
Opening Reception & 8 Minute Ripple Networking EventStart the evening off with a drink on us then network with your colleagues as you unwind and visit with leading vendors in our industry.What’s an 8 Minute Ripple?
The 8 Minute Ripple is not your typical business networking function. In fact it is quite the opposite! Traditional business networking functions, are all about posturing and performance. Most rarely give you a glimpse of the true person you are meeting. Most people do the same old tired lines of “So what do you do?" exchange business cards and rarely do the necessary follow up to make the interaction a profitable one. Our event is WAY different! We create an environment that is fun, interactive and far more likely to yield a positive result for all concerned. Through this form of interaction, participants have a truer appreciation for the people they meet, discover potential connection points, common interests and opportunities for further interaction. As one participant suggested, its like putting accelerant on the relationship. Participants experience the fun and unpredictable connections that can develop by crossing paths with those they might not ordinarily meet.
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September 22nd - 7:30AM-4:00PM
Full Day Conference
OPENING GENERAL SESSION
The Impact of Contact Centers on Austin's Economy
How will the economy shape up in 2011? What role does our industry play in the local economy? Charisse Bodish from the Austin Chamber of Commerce will kick off the opening general session with current economic data and other interesting facts about the Austin Area Contact Center industry.
OPENING KEYNOTE
From Catepillars to Butterflys: Helping Supervisors Become True Leaders
Mary Murcott, NOVO1
SESSION ONE WORKSHOP DESCRIPTIONS
HR & TALENT MANAGEMENT
Top Tactics in Agent Motivation and Retention
Liisa Pursiheimo-Marcks, SPHR, Talent Management, EZCORP, Austin, TX
Liisa Pursiheimo-Marcks, Director of Talent Management at EZCORP will discuss the drivers behind motivation and retention. Can you pay to get people motivated? The group will examine the phenomena called Flow: the state of highest point of motivation and happiness, and how to create an environment where you and your people can reach Flow more often. You will learn the connection between retention and engagement. During the workshop, you will receive tools to conduct stay interviews, create a retention plan and a framework for an environment with more Flow.
Tools & Technology
Contact Center Technology Panel Discussion
David Lover, CTO, Cross Telecom
Join Cross Telecom Chief Technology Officer, David Lover for a discussion about the new multi-channel landscape and the tools your contact center will need to structure your process and effectively collect, organize, and distribute information within your organization. Relax, our experts will help you take a Refreshing SIP from the technology fire-hose and you will come away Renewed (and informed) with the latest technology trends and applications to enable your service business.
- David Lover (Cross) will discuss “SIP” (Session Initiated Protocol) and how it is transforming how you deliver services at the foundation layer.
- Doug Lang (Cross) shows you how to tie together applications, collaboration, presence and media.
- Dave Huber (Avaya) takes you from self service to assisted service to proactive service by seamlessly connecting a cohesive suite of applications.
- Laura Bassett (Avaya) elaborates on the emerging products and technology such as social media.
This session will feature a panel of industry experts assembled to educate, entertain and motivate you. Our panel of experts will take your questions and discuss the application of technology to your service environment.
SESSION TWO WORKSHOP DESCRIPTIONS
CUSTOMER SERVICE
Standing in the Future of Customer Contact
Lori Bocklund, President, Strategic Contact, Inc., Portland, OR
Ready or not, we all operate in a multi-channel world. As we refine traditional modes of contact to enhance the customer experience and shave servicing costs, we add new media to reflect changing customer behaviors and preferences. In the best of worlds, close collaboration among departments fosters end-to-end service delivery processes that reduce or eliminate errors, failed hand-offs, and customer frustration. In this session, we’ll leverage multi-channel survey results and best practices for strategy, technology, and governance to “stand in the future” of customer contact. This is your chance to delve into multi-channel service offerings and all they entail to prepare you to build plans right now to achieve the goals for your company and contact center.
HR & Talent Management
Mentoring and Coaching in the New Workplace
Pat Schnee
The new workplace is being challenged by our current transformation in business, management philosophies and techniques, global dynamics and economics, and collective values. Companies are facing vigorous change processes in technological advances, global competition, meeting customer needs, recession and cuts in the workforce and in some cases redefining, redirecting or inventing a totally new business model.
Organizations need to know where they are going in the world that is reinventing itself daily. We can never expect things to occur the way they have in the past. New ideas with new ways of thinking and behaving will lead us into the next century. Successful renovations have a well thought out plan. Having the tools to carry out these plans will depend on an organizations willingness to adapt to a new reality by using collective creative thinking to build and design systems that will prepare them to face the new workplace of the future.
This interactive session will cover the new Mentoring and Coaching actions you will need to implement to lay the foundation for your New Workplace and become an organization that encourages learning to grow your valuable human capital.
SESSION THREE WORKSHOP DESCRIPTIONS
CUSTOMER SERVICE
Measuring Success, Bruce Belfiore, CEO, Benchmark Portal
Mr. Belfiore will share the Best Practice information on measuring performance of supervisors and managers in the call/contact center. The information collected from our centers locally and the data from BenchmarkPortal's best practice database will be shared with attendees. Participants will gain insight on how they are doing and learn about some of the new methods, processes and tools being used to develop our teams. Attendees will receive a free $1500 In-Depth Reality Check report that reviews 22
Call Centermetrics. Your report will compare your center metrics to your industry sector and provide you data on where you are outperforming your industry peers and where there may be opportunity for improvement. To learn more about the In-Depth Reality Check, go to www.BenchmarkPortal.com
HR & Talent Management
Performance Management Practical and Legal
Adam Boland
The speaker will discuss how to properly document progressive disciplinary actions, including verbal discipline, written warnings, performance improvement plans, suspensions, and terminations. The presentation will also discuss practical tips every employer can follow to maximize employee efficiency through documentation. Additionally, the presentation will include best practices to follow so that an employer can limit any potential liability if disciplinary action is needed. Finally, the presentation will highlight pitfalls employers should watch out for with problematic employees.
- Learn proactive steps to address performance issues
- Understand dos and dont's of documentation
- Know what to do when seperation is necessary
- Get the latest HR legal updates
