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Tuesday - October 11 - Evening
Activity |
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Wednesday - October 12 |
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8:00-8:30 |
Registration & Complimentary Coffee and Tea Service |
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8:30-8:50 |
Opening
Remarks with Conference Chair
Doug Bear,
Kitsap County
Doug will open up the conference with an insightful view of the
Customer Support industry today. His high energy and
enthusiasm will get you started on your educational journey.
He will explore with you all the upcoming activities and
conference highlights happening throughout the conference!
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9:00-10:00
Inspiration |
Inspirational Opening Keynote
Power of Influence:
How to Create a High Performance Culture
Deborah Chambers Chima,
Chambers Consulting Group, Inc.
Learn the art of effective leadership to improve the bottom
line. Leaders and executives must authentically engage
others to increase effectiveness, inspire change, improve
collaboration, and influence breakthrough thinking.
Deborah Chambers Chima is an expert on helping leaders craft
the leadership solutions that deliver the desired impact.
Today’s leaders must demonstrate the ability to lead in a
compelling and engaging manner. Before establishing her
firm, Ms. Chima spent 24 years in the retail industry, with
the last 21 years at McDonald’s Corporation where she held
various corporate management positions with P&L
accountability in international and domestic markets. During
her award-winning tenure, she established a track record of
leading teams to high performance results.
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| 10:00-10:15 |
Break |
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10:15-11:45
Leadership |
IRS Case
Study: The Affects and Effects of Leadership
Arleen
Rogers, IRS
Whatever your role,
title, or task, no one is omitted from the leadership
process. How
well we choose to handle our role throughout the process is
most important.
In this session, we will discuss how our leadership style
affects the end result and the type of effect we want to
have on our goals.
Leadership has both positive and negative results.
This session will rekindle the positive.
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10:15-11:45
Consolidation
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ACE Hardware Care Center
Case Study: Transforming Multiple Help
Desks into a Single Contact Center Environment
Klaus
Buellesbach, ACE Hardware
This case study highlights the planning
and execution process to create a, 70 seat contact center to
support Retailers, Consumers, Vendors and Employees. This
center replaced a number of individual Help Desks across the
corporate campus of Ace Hardware Corporation. With a blend
of updated technology, the support of senior leadership and
the willingness of all stake holders in the organization to
collaborate, a small team of service professionals
transformed the existing Help Desk structure by combining
staffing and resources.
New business processes and in-depth
training initiatives made it possible to retain all existing
staff members. Results show better service statistics
including lower abandoned rates, higher service levels and a
lower average speed to answer for both live calls and
e-mails. An increase in productivity due to better staff
utilization is also clearly evident.
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11:45-1:15 |
Lunch
and visit Field Museum |
1:15-2:00
Mastermind Sessions |
Masterminds: Facilitated "Shop Talk"
Discussions
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Effective and Open
Communication for Better Hiring / Employment Decisions,
Paige Mead, Burkhart Dental Support
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Quantifying Social Media Success, Doug Bear, Kitsap
County
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How to
Create a Unified Voice of the Customer (VOC), John Goodman, Tarp Worldwide
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2:15-3:30
Outsourcing - Part 1 |
Starbucks Case
Study: Staying True to Your Company Culture While
Outsourcing
Janet Bailey, Starbucks Coffee Company
Many worry about
the label of outsourcing and the stigma associated with it.
In this two part workshop you will identify your
company culture and create or refresh your customer service
vision and then learn how to keep the “three legged stool”
of Business, Employee and Customer equally balanced as you
plan, implement and stabilize an outsourced model while at
the same time not losing the culture of your company.
Join us for an
interactive session where we will discuss best practices,
lessons learned and strategies to arrive at a definition of
what customer service means to you and your company and how
to reduce anxieties and arrive at a successful outsourcing
transition. Even
if you are already outsourced or are not currently
considering it, there will be topics you can apply to any
contact center solution.
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2:15-3:30
Workplace Flexibility - Part 1 |
Industry Expert
- Flexing Forward: Making
Flexibility Work in Your Organization
Kyra
Cavanaugh, Life Meets Work
In this high-content, high-energy workshop, Kyra Cavanaugh
will tell the truth about what it takes to attract, retain
and engage call center employees.
Whether you’ve barely considered
workplace flexibility or have deliberately expanded your
work “place,” you face the same issue: How to reap the
benefits of flexibility in a way that fits your culture,
doesn’t become a big transformational project, and doesn’t
require superhuman management.
During this interactive session,
Kyra will engage with participants to customize their
approach to flexibility in order to build strong team
performance and a better customer experience.
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3:30-3:45 |
Break |
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3:45-5:00
Outsourcing - Part 2 |
Starbucks Case
Study: Staying True to Your Company Culture While
Outsourcing
Janet Bailey, Starbucks Coffee Company
PART 2 OF WORKSHOP
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3:45-5:00
Workplace Flexibility - Part 2 |
Industry Expert -
Flexing Forward: Making Flexibility Work in Your
Organization
Kyra
Cavanaugh, Life Meets Work
PART 2 OF WORKSHOP |
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Evening
Activity |
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Thursday - October 13 |
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8:15-9:00 |
Masterminds:
Facilitated "Shop Talk" Discussions
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Establishing and Cultivating the Service Culture for
Government Customer Contact Centers, Daryl Covey, NOAA
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Making the most of the Budget
you have in Tough Times
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Applying Service Management
Structure in the Contact Center Environment
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9:15-10:30
Advanced Leadership - Part 1
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Advanced Leadership
Training Workshop: A Step by Step Approach for
Building your Individual Leadership Action Plan!
Kim Leverich, PacifiCorp
Advanced Leadership Training Workshop A Step by Step
Approach for Building your Individual Leadership Action
Plan! Do you know what your strengths are? Are you the
type of individual that focuses on the low scores in a
performance review or feedback survey and not on positive
feedback? Are you confident in building around those
attributes you do well to better yourself as a leader? If
you answered no to any of the above questions then this is
the workshop for you.
In this workshop you will be
provided an opportunity to understand more about what makes
you a positive contributor to your organization. You will
discover the strengths you possess to better leverage
yourself as an impactful leader and begin to put them into
action.
P.S. PacifiCorp is the number one award
winning contact center in the nation. This is rare
opportunity to learn how a leader/winner in our space did
it!
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9:15-10:30
Generations |
Panel: How to Manage Five Generations
Colliding in the Workplace
Moderator: Ivy Meadors
“Each generation imagines itself to be more intelligent
than the one that went before it, and wiser than the one
that comes after it.” - George Orwell
Given this interpretation, we're in for some heavy colliding.
In this session, you will gain an understanding of the different generations
but
with a fresh twist. The panel discussion will be a huge eye-opener,
loaded with unexpected outcomes, and a whole lot of laughs.
If you have seen Ivy deliver her Generations material
before, you know that there are no two sessions alike. You
always leave with a fresh ideas, new perceptions and a
better understanding of those "kids" and the old "people" we
have to work with - you know the ones. (Ha!) You'll have a
lot of fun in this discussion and get a lot of great usable
material.
“I
see no hope for the future of our people if they are
dependent on the frivolous youth of today, for certainly all
youth are reckless beyond words.” – Hesiod, 700 BC
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10:30-10:45 |
Break |
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10:45-12:00
Advanced Leadership - Part 2
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Advanced Leadership Training
Workshop: A Step by Step
Approach for Building your Individual Leadership Action
Plan!
Kim Leverich, PacifiCorp
PART 2 OF WORKSHOP |
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10:45-12:00
Cloud Technologies
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Industry Expert: Cloud
Technologies: Not a Passing Storm - Why you Need to Pay
Attention and What it will Mean to your Operation
Peggy
Gritt, NISH
Contact centers are
adopting cloud technologies to lower IT costs and gain
advanced features to improve customer experience. There is a
lot of hype around cloud technologies but the adoption rates
are truly on the rise. This session clearly outlines the
differences with adopting cloud versus on premise
technologies. There are vast differences in offerings for
case management/customer relationship management and
multi-channel ACD capabilities.
This session will
review cloud technology options and what they mean to your
operation. Once you move to a cloud-based system – you need
to be concerned with change control and service levels of
the system. This session will encourage sharing amongst
participants to draw out real-life decisions and scenarios.
The speaker will share experiences with selection process,
implementation and operational impact. |
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12:00-1:15 |
Lunch
and visit Field Museum |
1:15-2:45
Customer Service |
Industry Expert: Riding the Wave of
Customer Experience – Taking the Service System Beyond the
Basics
John Goodman, TARP
Worldwide and John Adamo, Moen
An excellent Customer Experience is the most effective way
to maintain happy customers at lower cost.
The good news is that it is actually cheaper to give
great service than just good service. The foundation of
success in this strategy is to shed conventional wisdom
about service and deliver psychic pizza; that is, ringing
your customer’s doorbell and saying, “here is the pizza you
were ABOUT to order”!
In working with over 40 of the Fortune 100, Mr. Goodman has
identified the six concepts that turn conventional service
wisdom on its head and will equip you to help your
organization to move from firefighting to a preventive mode
of service while reducing cost.
Further, he will be accompanied by Pati Crowley of
Bath and Body Works who will illustrate how they have
succeeded by challenging conventional wisdom.
3 copies of John’s books –
Strategic Customer Service
– will be raffled during the session.
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1:15-2:45
Social Media |
Industry Expert: How to Use Social Media
in the Contact Center and Service Desk
Ivy Meadors, High Tech High Touch
Solutions, Inc.
Boldly go where few others have gone: Embrace
"Contact Center and Service Desk Social Media".
Would
you like to deliver better service,
save money for
your organization, add some fresh new skills to your resume
and have fun too? Ivy will show you how, by jumping into the
world of "Business Social Media - the Future of Service and
Support".
Social media has changed
communications forever but many organizations have not made
the leap to integrate these tools into their operations.
Contact Centers and Service Desks can benefit significantly
from using social media to solve critical business issues,
enhance communications, and save time, money and resources.
Would you like to know how? You will after this session.
Considerations in social media for where to
start, defining where you are going, and identifying a
roadmap is critical to your business decisions. You will
leave this session pumped up and exhilarated - ready to move
forward on the "service and support social media journey"
with your roadmap in mind.
You're going to have an eye
opening experience in this session. Most people have never
looked at social media from the perspective you will hear
today. It will change (significantly improve) how you
service and support your customers!
P.S. Did you know your customers
can log tickets from within Facebook? You'll see this too.
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2:45-3:00 |
Break |
3:00-4:00
Remote Agents |
Horizon Air Case Study: Bringing the Call Center to the Field: Engaging
Remote Agents
Sara Starbuck, Horizon Air
Today’s call center is no longer limited to the confines
of the office. Many agents work from home or in remote
locations. How do we keep remote agents engaged and feeling
like a part of the call center? When “the office” has
expanded to multiple locations, how can we retain the small
company feeling?
Employee engagement is critical to
the success of a call center. It can make or break the
quality of customer service your agents provide. Learn how
to keep your remote employees connected and increase your
quality of service. |
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3:00-4:00
Outsourcing |
Industry Expert: Painting the Picture of "Rightshoring" - How to Make the
Transition back Onshore Work!
Bill Price, Driva Solutions
Several years ago “Let’s go offshore” was all the rage,
with companies falling all over each other to secure space
in Gurgaon, Makati, and many other places in Asia, some in
Africa, others in Eastern Europe. Outsourcing firms
overnight became BPO (business process outsourcers), all
touting how that wanted “to become partners” while in
reality many simply wanted more revenues per center, and
more centers.
The global recession + end user
frustrations with wooden-sounding, script-following,
hard-to-understand support reps + a renewed focus on
improving “customer experience” have begun to shift the
tables. Many companies are thinking about bringing back
onshore some, or all, of their previously offshored
operations, and some have even promoted this move as being
better for their shareholders as well as their customers.
In this session, customer service and outsourcing
industry veteran Bill Price will help paint the picture
about “rightshoring” (finding the best fit location,
offshore or onshore), the movement back onshore, and ways to
make the transition work. He will draw from lessons in his
forthcoming book Customer Happiness: How the Best Service
Leaders Design, Measure, and Deliver WOW Experiences, and
recent consulting client and industry-wide experiences.
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4:15-5:15
Culture |
Closing Keynote
- From Widget to Worth: 5 Steps to Building a Legacy (Not
Just a Business)
Donavon Roberson,
OOBE
(formerly of Zappos)
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.
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5:15 - 5:30 |
Doug Bear and
Ivy deliver a fun and rewarding
conference wrap-up and share the
giveaways! |
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