|
Track |
Leadership / People Skills |
Business Strategy & Best Practices
|
Technology & Trends |
|
Chairs |
Yolunda Davis |
Karen Trebon |
Fran Felix |
|
Monday, May 4, 2009 |
|
7:30-8:30 |
REGISTRATION & Complimentary Coffee and Tea -
Grand Ballroom Foyer |
|
8:30-9:00 |
Welcome & Introduction with Conference Chair - Daryl Covey,
NEXRAD - Grand Ballroom |
|
9:00-9:50 |
Featured Keynote: Seven Star Customer
Service: Starting at the Top to Impact the Bottom Line
Ruby Newell-Legner, RubySpeaks, Inc. |
|
10:00-11:00 |
Best Practices:
Remote Workers:
Revolutionary Change for the Contact Center
Cindy Auten, Telework Exchange |
How Self Service Will Add Muscle to Your Contact Center
Bill Price, Driva Solutions |
|
11:15-11:45 |
2009 Government Customer Support Excellence Awards Ceremony -
Grand Ballroom |
|
11:45-1:30 |
Networking Luncheon and Visit Event Partners -
Grand Ballroom |
|
1:30-2:45 |
Leadership Workshop -
Part 1:
Ten Essential Leadership and Business Management Skills for
Customer Support ManagersPart 2:
How to Transform your Agents into
Successful Communicators
Rae Ann Bruno, Business Solutions Training |
Case Study - Customer
Experience Makeover -
A Practical Approach to Differentiated Service
Kevin Paschuck, RightNow Technologies and Jennifer
Johnson, Centers for Medicare & Medicaid Services |
Learn Key Ways to Integrate Change and Release Management for
IT Project Success
Lou Hunnebeck, Third Sky |
|
3:00-4:00 |
Case Study:
NSF: Optimizing Your Contact
Center’s Performance with Business Analytics
Lee Anne Arslan, National Science Foundation
Session Sponsored
by Oracle |
|
4:00-4:20 |
Afternoon Break - Refreshments provided by Oracle |
|
4:30-5:30 |
A Step-by-Step Strategic Guide to Turbo-charge Your Contact
Center
Susan Grow, Federal Consulting Group |
Best Practices for Improving Government Customer Service: A
Roadmap to Success
Karen Trebon & Robert Smudde, GSA |
Green Customer Support: Taming the Environmental Beast
Stephen Fletcher, State of Utah |
|
|
|
|
Tuesday, May 5, 2009 |
|
7:45-8:45 |
Mastermind Sessions and Continental Breakfast -
Grand Ballroom |
|
9:00-9:45 |
Keynote:
Federal Customer Service Enhancement Act
United States Representative Congressman
Henry Cuellar |
|
10:00-11:00 |
Case Study: Center for Disease Control and Prevention:
Integrating Digital Media with National Contact Centers for the
2009 Peanut Recall / Salmonella Outbreak
Amy Burnett & Erin Edgerton,
Center for Disease
Control and Prevention |
Workforce Management Workshop
Call Center Math: A Practical Workshop for
Managing by the Numbers
Penny Reynolds, The Call Center
School |
Case Study: DCMA: How to Achieve Significant Quality
Improvement Using Lean Six Sigma and ITIL
Jacob Haynes, Defense Contract Management Agency |
|
11:15-12:15 |
Case Study: OPM
Retirement Services Program: Building a Winning Contact Center
Strategy: Deciding What and When to Outsource
Nick Ashenden,
Office of Personnel Management
Session
Sponsored by Tech Team Government Solutions |
Preventing Snowballs: Practical Ways to Realize Low Cost
Resolutions
Bill Price, Driva Solutions |
|
12:15-2:00 |
Networking Luncheon and Visit Event Partners -
Grand Ballroom |
|
2:00-2:50 |
Keynote Panel: Ideapalooza!
Become More Effective Delivering Contact Center Service and
Support on a
Limited Budget |
|
3:00-4:00 |
Unleash Your Leadership Potential:
Seven Top Secrets to Becoming an Exceptional Leader
Doug Bear, Kitsap County Public Works |
Case Study: Putting Citizens First:
Strengthening Government Service Delivery in the City of New
York
Jeanette Moy, City of New York |
Workshop:
Game Changing Moves - Doing Business With Social Media
Joanne McGovern, GSA |
|
4:15-5:15 |
Best Practices for Recruiting, Inspiring & Retaining the Next
Generation of Government Employees
April Harris,
US
Office of Personnel Management |
|
|
|
|
Wednesday, May 6, 2009 |
|
8:00-8:45 |
Mastermind Sessions and Continental Breakfast
- Grand Ballroom |
|
9:00-10:00 |
The Link Matters! Satisfaction & Performance Metrics to
Optimize Customer Needs
Susan Grow, Federal Consulting Group and
Xavier Quenaudon, CFI Group |
The Dirty Dozen of Common Survey Mistakes
Fred Van Bennekom,
Great Brook Consulting |
|
10:15-11:15 |
Learn to Create Ideas that Maximize Success and Energize the
Workforce
Yolunda Davis, IRS |
Case Study: Taking a Centralized Approach to Service Management:
Cultivating Greatness and Success.
Dee Clark & Debra Siler, EPA
Overall Excellence Award Winner 2008 |
Case Study:
How to Develop and Deliver a Successful Disaster Recovery and
Business Continuity Plan
Corina Stretch, Puget Sound Energy |
|
11:30-12:30 |
Closing Keynote:
Guide to Managing and Mentoring a Multi-Generational Workforce
Ivy Meadors,
High Tech High Touch Solutions, Inc. |
|
12:30-1:00 |
Conference Wrap Up and Drawings |
|
2:00-4:00 |
Site Tour - United States Patent and Trade Office |
