| The 12th
Annual Signature Customer Service and Support Professionals
Conference Agenda |
| MONDAY,
October 25, 2010 |
| |
Leadership
/ Soft Skills
Studio Ballroom |
Technology
/ Processes
Studio 1 |
Business
Strategy
Studio 2 |
| 7:30-8:30 |
Registration & Complimentary Coffee and Tea |
| 8:30-9:00 |
Event Kick-off with Doug Bear, Conference Chair |
| 9:00-10:00 |
Opening: The Experience Exchange - a Networking
Fest - Malcolm Fry |
| 10:15-11:30 |
Climb to
Organizational Excellence
Peter Antinopoulos, U. S.
Air Force |
Are You
Ready? Facing Support Challenges with Cloud Computing
Greg Charles, CA |
CASE
STUDY: Improving the Customer Experience: Empowering Change at
the Call Agent Level
Karen Lee, Costco.com |
| 11:30-1:00 |
Networking Luncheon and Visit Event Partners |
| 1:00-2:00 |
Workshop
How To Write Templates That Will Insure Your CSRs Can Write
High-Quality E-Mails To Customers
Leslie O'Flahavan, eWrite |
Optimizing the Value of Your Support
Organization
Pete McGarahan
McGarahan & Associates |
| 2:15-3:30 |
CASE
STUDY: Supporting and Evolving a Speech IVR and Enterprise Call
Delivery System
Eric Jensen, T-Mobile |
CASE
STUDY: Social Media at Alaska Airlines - Evaluating the Risks
and Rewards
Jennifer Miller, Alaska Airlines |
| 3:30-3:45 |
Refreshment Break |
| 3:45-5:00 |
Generations Panel: Moderator - Ivy Meadors |
| 6:00 |
Evening Activities (optional) |
| |
|
| TUESDAY,
October 26, 2010 |
| |
Leadership
/ Soft Skills
Studio Ballroom |
Technology
/ Processes
Studio 1 |
Business
Strategy
Studio 2 |
| |
| 8:00 - 8:45 |
Mastermind Networking Sessions and Continental Breakfast |
| 9:00 - 10:00 |
Keynote: IGNITE - A Guide to Self Motivation -
Yolunda Davis, IRS |
| 10:00-10:15 |
BREAK |
| 10:15-11:30 |
Service
Leadership – Make a Difference!
Pete McGarahan
McGarahan & Associates |
Understanding the Hype and Reality of Cloud Computing
Matt Neigh, Cherwell |
CASE
STUDY: To Outsource or Not to Outsource - That is the Question!
Sandy Wilson, Mentor Graphics |
| 11:30-1:00 |
Networking Luncheon and Visit Event Partners |
| 1:00-2:15 |
CASE STUDY: Coaching to Elevate Employee
Engagement
Mary Ann Sena-Edelen,
MGM Resorts International - Monte Carlo |
Workshop : How to Implement a Lite Version of
ITIL® v3
Malcolm Fry |
CASE
STUDY: Zappos: Building a Customer Focused Culture
Jane Judd, & and Marlene Kanagusuku, Zappos |
| 2:30-3:30 |
Trends in
the Virtualization of Work: Strategies for Contact Centers -
Matt Bauer, BetterWorld |
| 3:30-3:45 |
Refreshment Break |
| 3:45-5:00 |
Plenary Workshop: The Character of Leadership: An Ancient Model for a Quantum
Age, Phil Eastman, Leadership Advisors Group |
| |
Enjoy Las Vegas! |
| |
|
| WEDNESDAY,
October 27, 2010 |
| |
Leadership
/ Soft Skills
Studio Ballroom |
Technology
/ Processes
Studio 1 |
Business
Strategy
Studio 2 |
| |
| 8:00 - 8:45 |
Mastermind Networking Sessions and Continental Breakfast |
| 9:00 - 10:15 |
Shop Talk: Get the Answers to Your Most Driving
Questions
Ivy Meadors, HTHTS, Inc. |
Workshop
Part 1 - Beyond the Business Case: Five Tips for Successful
Telework Implementation
Monica Babine, WSU |
| 10:15 - 10:30 |
BREAK |
| 10:30 - 11:30 |
CASE
STUDY: Leading and Motivating the Frontline
Samuel Nevarez,
USDA Forest Service |
Workshop
Part 2 - Beyond the Business Case: Five Tips for Successful
Telework Implementation
Monica Babine, WSU |
| 11:30 - 12:30 |
Closing Keynote Address: Considerations for Using
Facebook, Twitter, LinkedIn and YouTube
in the Contact Center and Technical Support
Ivy Meadors, High Tech High Touch Solutions, Inc. |
| 12:30-1:00 |
Event Wrap-Up |
| 2:00 - 4:30 |
Site Tour - Zappos (Pick up at MGM Grand at
2:10) |