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2/7/12
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"From Widget to
Worth: 5 Steps to Building a Legacy (not just a
Business)"
Donavon Roberson,
Director of Service Innovations at
Oobe
Throughout history businesses have been built around
the “widget”; design the widget, sell the widget, build
the business, and then sell the business in order to
have the good life. Today businesses and business
leaders are considering the idea of lasting worth to be
more valuable than the widget itself. Discover how to
creating a business of worth and lasting value through
the power house of service innovations.
Benefits
of Attending:
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Understand the History of Business in America; where we
have been and we are going.
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Discover the 5 Dimensions of
the business world of today
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Hear personal stories and
insights from a thought leader in the world of service
strategies and innovations
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Catch a vision for what your
business could be and dream of ways to make that a
reality
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Realize where your business
and service model is successful and where it may need to
improve
Take Away
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Handout with “roadmap to worth”
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DVD showcasing the OOBE story and impact on clients
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Possible coupon for purchase
at OOBE store
Meet the Speaker
Donavon is the Director of Service Innovations for OOBE
Inc., a uniform company that focuses on design and
fulfillment for several nationally recognized brands
ranging from airline to food service industries. His
role is to develop cutting edge methods of service
through customer service, employee engagement and vendor
relations.
Prior to his role with OOBE, Donavon was a member of the
Zappos Family as the Culture Evangelist and Operations
Manager for Zappos Insights. In this role Donavon had
the opportunity to share with hundreds of businesses how
to create a business focused on service and culture, a
role that uniquely prepared him for the “hands on”
endeavor ahead of him with OOBE.
Download Slides - PDF file |
1/10/12
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"Building a Unified
Voice of the Customer: Beyond the Contact and Survey
Reports"
John Goodman,
Vice-Chair and Co-founder of Tarp
Most organizations view their Voice of the Customer
(VOC) as either their surveys or their customer
complaints. The problem is that every data source has
biases and blind spots. Often times, surveys, like
looking in the rearview mirror, only address a
customer's past experience, they do not allow you to
address things as they happen.
A
unified VOC uses operational data and employee input in
addition to surveys and customer contacts. Mr. Goodman
will provide best practices on what makes an effective
VOC and how to address some of the organizational and
political challenges you will face in building one.
Benefits of Attending:
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Learn how to become the effective leader of the VOC
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Enhance the customer experience with a unified VOC
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Understand the eight key attributes of an effective VOC process
that produces more actionable, timely and compelling
recommendations
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Create the economic imperative for action by estimating
the word of mouth, revenue, cost and risk implications
of better service and quality
Meet the Speaker:
John Goodman Vice Chairman
36 Years of Experience Co-founded TARP in 1971.
Education: BS in Chemical Engineering from Carnegie
Mellon University; MBA from Harvard Graduate School of
Business Administration. Expertise: Mr. Goodman is
considered one of the founding members of the customer
experience industry. He has led the evolution of
customer service from a cost center for answering
consumer questions and complaints to a vital resource
that helps organizations improve both operations and
revenue. Widely regarded as a thought leader in the
industry,
Mr. Goodman has managed more
than 800 separate customer service studies for major
organizations (including TARP's White House-sponsored
evaluation of complaint handling practices in government
and business and benchmark studies of the use of
toll-free service numbers by major corporations, among
others). Mr. Goodman has assisted the USDA, USPS,
several agencies of the Intelligence Community, FDA,
FAA, FDCI, Federal Reserve and Office of the Comptroller
of the Currency in complaint handling in customer
service.
His research has quantified the impact of word of mouth
and "word of mouse," as well as the bottom-line impact
of consumer education. Mr. Goodman is a frequent speaker
on topics such as quantifying the impact of customer
service, creating an effective Voice of the Customer
system, and how to best increase customer satisfaction.
Download Slides - PDF file |
11/1/11
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"Providing
Quality Solutions at the Speed of Conversation"
Pete McGarahan, McGarahan and Associates
To a customer nothing matters
more than getting their question answered, request
fulfilled or issue resolved correctly in a timely
matter. Enabling the contact or support center to meet
this expectation requires good practice and process
integration with the support tools. To help meet and
exceed customer's expectations, the solution, answers
and procedures must be provided to the service
representative on the frontline while on the call, chat
or having an email conversation.
A service leader must work to
increase the organization's engagement, excitement and
adoption of knowledge. Knowledge Management (KM)
should be a high priority item for any contact or
support center providing products, services or support
to customers. When it comes to KM, adoption and use lead
to measurable results and create investment value for
time and money spent to create and maintain the quality
of knowledge and shared.
We will discuss some basic and
powerful concepts of Knowledge Management in a constancy
and support center. They are creating a process for the
focus on the adding, using, flagging and fixing of
solutions, knowledge articles and procedures. The
measurable value created by the discipline of following
this process is in the adoption, satisfaction and end
result.
This session is targeted to
teach you:
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Creating a simplistic process for Knowledge
Management that facilities the end-result of a first
contact resolution by presenting the service
representative with quality solutions, answers and
procedures during their initial contact with the
customer.
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Creating a KM Adoption strategy that details
purpose, tactics, practices and measurements of
success.
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Creating realistic roles and responsibilities around
the KM Initiative.
Meet the Speaker:
Pete's passion for customer
service led the Taco Bell support organization to
achieve the Help Desk Institute Team Excellence Award in
1995. IT Support News named him one of the "Top 25
Professionals in the Service and Support Industry" in
1999.
Support professionals voted
McGarahan "The Legend of the Year" in 2002 and again in
2004 at the Help Desk Professionals conference for his
endless energy, mentoring and leadership coaching. As a
practitioner, product manager and support industry
analyst and expert, McGarahan has left his service
signature on the support industry / community.
Peter McGarahan is the founder
and president of McGarahan & Associates. Peter offers 27
years of IT and Business experience in optimizing and
aligning the service and support organizations of the
Fortune 1000 to deliver value against business
objectives. His thought leadership has influenced the
maturity and image of the service and support industry.
Download Slides - PDF file
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10/5/11
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"New York City 311:
Customer Service in Changing Times"
Saadia Chaudhry, Call Center Director New York City 311
Over the past two years, economic realities across the
country have forced private sector and municipalities to
cut costs. The impact of budget pressures on city
services and 311 in particular will be covered in this
session.
Effective customer relations management can be
challenging when customer demands are ever-evolving,
especially in the country's largest government
call-center. Key technologies, however, when applied
proactively can enable any organization to adapt to
changing needs and budgets. This session will also focus
on the relationship between technology and customer
service operations, and offers insight into overcoming
obstacles and best technology practices.
Benefits of Attending:
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Learn how NYC 311 used technology to solve budget
challenges
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Avoid common customer service pitfalls
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Apply cost saving techniques to your organization
Meet the Speaker:
Saadia Chaudhry directs the largest municipal customer
service operation in North America, the New York City
311 Customer Service Center. She is responsible for
ensuring 8 million residents, millions of commuters and
visitors, and thousands of businesses have easy and
direct access to information, services, and assistance
provided by the City of New York. An experienced
professional in consumer marketing, operations,
training, quality assurance, sales and technology, Ms.
Chaudhry oversees a staff of over 350 operating 24/7 and
responding to the needs and demands of the city that
never sleeps.
Access
slides - PDF file
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