Staying ahead of the pack - Contact Management

Showtime
5 th Annual Call Centre Week Canada
April 27-29, 2011, Le Meridien King Edward Hotel. Toronto, Ontario
Organizers promise this edition of the conference will be a networking and discussion-filled event that gives
attendees the opportunity to turn innovative practical solutions into tangible successes for their call centres. It is
produced by International Quality & Productivity Centre, New York, NY. Following is a synopsis of the complete
agenda. For more information or to register call 1-800-882-8684 or visit www.callcentrecanada.ca
DAY 1
April 27, Pre-conference
workshops
9:00-11:00 a.m.
Workshop A--Leveraging
Social Media Integration to
Drive ROI to Your Centre
Instructor is Valerie Jones,
former director of Web
marketing and chief online
officer, Virgin Mobile Canada
Social Media has increasingly become
the leading means of customer
communication over the course of
this past year. This workshop offers
practical steps as well as “learning s”
that will assist in creating a successful
social media integration strategy to
directly support profitability.
11:30-1:30 p.m. (Box lunch)
Workshop B--Centre Culture as
the Foundation of “Revenue”
Centre Strategy
Instructors are Sharon Stines,
associate director of operations,
LoyaltyOne [Airmiles] and
Michelle Gardner, associate
director of operations,
LoyaltyOne [Airmiles]
As call centres, look to move away
from their traditional image of
expenditure into a strategic unit, it
has become essential to identify what
the start point of your execution
should be. From a workforce
development and operations
perspective, this workshop will look
at how to successfully cultivate
a revenue centre culture whilst
maintaining the process driven
attention to detail that geared the
primary centre model.
2:00-4:00 p.m.
Workshop C--Leveraging
Analytical Tools to Enhance
the Customer Experience
Instructor is Heather Cone, AVP
of customer experience, The
CUMIS Group
As centre leaders seek to deliver a
positive customer experience and
increase service operation efficiencies,
it is imperative that they take
their service to the next level. This
workshop will demonstrate analytical
tools and solutions used to capture
conversation data, automatically
gathering relevant information towards
call trends
DAY 2
April 28
8:00 a.m.
Registration & Coffee
8:35 a.m.
Chairperson’s Opening
Remarks
8:45 a.m.
Your 2011 Guide to Developing
Revenue Generating Call
Centre
Speaker is Cameron Schilling,
director of direct sales
customer experience: planning
& implementation, Rogers
Communication
Call centres are transitioning from
being perceived as cost centres to
strategic revenue generating centres
by creating a sales performance
culture without compromising
service excellence. This session will
look at key best practices that are
essential when transitioning from a
cost to a profit centre.
9:30 a.m.
Integrating Social Media to
Drive Customer Service
Speaker is Andrew Gillespie,
manager of worldwide
reservations guest services,
Four Seasons Hotels and
Resorts
Social media communication is
rapidly becoming a primary customer
channel in the very same light that
email and phone are considered in
the call centre industry. In this session,
Andrew Gillespie of Four Seasons
will explore how his organization
developed an effective social media
strategy that provides positive customer
experience and shares what
innovations have assisted in taking on
this initiative.
10:30 a.m.
Morning Networking &
Refreshment Break
11:00 a.m.
Do More with Less: Strategic
Resource Planning
Speaker is Angela Gordon,
director of service optimization
& contact centre, OTN [Ontario
Telemedicine Network]
The management of call centres is
often tasked with making more out
of less from a budget and a staffing
standpoint to reduce bottom line
cost without sacrificing quality. This
session will look at how call centres
are using workforce optimization
[WFO] solutions to generate profitable
results.
11:45 a.m.
Gaining Competitive
Advantage through Employee
Engagement
Speaker is Eli Federman,
director of customer care, Grand
& Toy
A predominant challenge among
leaders in the call centre space is
determining how to cultivate and
maintain a motivational culture for
employees. This session takes a look
at new innovative strategies Grand
& Toy has implemented to gain a
competitive advantage through
employee engagement.
12:30 p.m.
Spotlight Brief on Air Quality:
Increasing Centre Productivity
through Indoor Environmental
Assessments
Speaker is Frank Haverkate,
president, Haverkate
& Associates Inc,
CallCenterTesting.com
New legal changes in Canada inclusive
of amendments to the code set
out in Bill C-45 (217.1 in the Criminal
Code) now require employers to perform
regular indoor air quality assessments
to ensure proper health and
safety for their work force. This brief
information session will elaborate on
the correlation between production
and air quality.
12:45 p.m.
Networking Lunch
1:45 p.m.
Innovative Strategies to
Enhance the Customer
Experience with VOC
Speaker is Suzanne Pettigrew,
senior manager of customer
care, Northern Tel & Telebec,
(div of Bell Aliant)
With streamlined operations in place,
call centre strategists can move into
tiered development and advocacy
programs that cater more to the
voice of the customer. This session
takes a look at new innovative strategies
that are being taken to enhance
the customer experience.
2:30 p.m.
Increasing Customer Service
“Mobility” Through SMS and
Mobile Applications
Speakers are Julien Raymond,
director of call centre
operations, First Media Group
6 contact management.ca March / April 2011