11th Annual Call Center Week

Plus, Featuring Industry “Gurus!”

Creating a Customer-Centric Culture thatInspires Excellence and Grows the Top Line

Learn from Leading Innovators:IQPC is proud to feature a BRAND NEW speaker faculty!New speakers, new topics and new take-home strategies! Zappos

’10 Fortune 100 Best Companies to Work forSun Life Financial’09 SQM World Class Certified Supervisor of the YearCUNA Mutual GroupInfoWorld 100 Awards CIO 100 AwardHyundai Motor America’09 BusinessWeek Best Global BrandsAT&T’09 Fortune – World’s Most Admired Companies;Fortune 100AEGON Direct Marketing Services’10 Corporate Advisor Awards – Best GroupPensions ProviderThe Heritage CompanyATA Outstanding Philanthropic AwardChase Student LoansBest Place for Women to Work1-800-Flowers.com’08 Laureate Computer World Honors ProgramCitationAirMajority Owned and Controlled by CessnaAircraft, a Textron, Inc Co. – Fortune 500 Cbeyond’09 Forbes Fastest Growing Tech CompaniesMyPublisherApplicant 2010 Call Center Excellence AwardsBluegreen'08 Best Place to Work Finalist, South FloridaBusiness JournalBendbroadbandTop 10 Systems in the NationSWBC#1 Fast Track Company in San Antonio in the'Over $100 Million/Under $500 Million' Category(San Antonio Business Journal)Novo Nordisk’10 Fortune 100 Best Companies to Work forLennox International ’09 NA Green Innovation and Leadership of the Year

Brian MullaneySenior Vice President of ContactCenter OperationsThe SCOOTER Store

’10 Fortune 100 Best Companiesto Work for; ’09 Inc 500

Steve KaayVice President of Call CenterOperationsUS Auto Parts

’09 Information Management’sInnovation Solution Award

Richard CoxVice President CustomerExperienceOrbitz Worldwide

2008 Extra Mile Award

Karen VaughnVP Vendor Management Guthy-Renker LLC

2010 SOCAP Board of Directors

Melissa O'KeefeDirector, Customer ServiceNetflix

#1 Retail Website, ForeSeeResults

Frank EliasonSenior Director of NationalCustomer Operations Comcast

‘09 Fortune – World’s MostAdmired Companies

Tish WhitcraftSVP of Customer Care MySpace

Ken FisherVP Customer Care CVS Caremark

‘09 Fortune – World’s MostAdmired Companies

Scott LongSenior Program Manager of GlobalConsumer SupportMicrosoft

Darrell Robertson Vice PresidentNew York Life

Fortune '09 World's Most AdmiredCompanies

Gordon PullanAssistant Vice President, ParticipantInformation CenterMassMutual Financial Services

’09 IQPC Call Center ExcellenceAward Winner

Olivette WhippleVice PresidentIBM

’10 Corporate Citizenship

Graziadio School of Business andManagement, Pepperdine University

American Teleservices Association

The Outsourcing Institute

Featuring 35+ End-User Speakers from Diverse Industries, Including:

Visit us at www.callcenterweek.com or call 1-800-882-8684

June 14-18, 2010Caesars Palace, Las Vegas, NV

Site Tours Include:Vegas.comEPpy Award Winner - Best Internet ShoppingExperience

Zappos.com2010 Fortune - #15 on The 100 BestCompanies to Work for

Sponsors:

Dear Executive:

Last year was a tough year. Our theme for Call Center Week 2009 was actually “Turn Adversity into Advantage.” Now that wemade it to 2010, we can take a look back at some positive results. We: • Improved our process to gain efficiencies and become more productive• Enhanced the customer experience

• Boosted the morale and engagement of our reps

There is always light at the end of tunnel. In 2010, smart companies are now looking to grow the top line by enhancing thecustomer experience. ARE YOU?

How is it possible that US Auto Parts realized a 500% increase on NASDAQ in 2009 no less? How can Netflix leverage its 90%+advocate customer base to increase both share and cross selling? It’s all about the customer experience….There is a direct linkbetween a great customer experience and both the top-line and the bottom-line. A recent J.D. Powers five-year study revealed organizations which improved customer service increased shareholder value by 52%,while those organizations whose service declined lost 28% of their value. TARP Worldwide research indicates that 2/3 ofcustomers in most markets DO NOT buy primarily based on price; they buy on convenience, service and word of mouth.IQPC is pleased to present our 11th Annual Call Center Week - the fastest growing call center event in the world! This event isunique because a large number of practitioner speakers and senior-level call center professionals will provide real-world insight onwhat it takes to achieve world-class call center status. We have a COMPLETELY NEW SPEAKER FACULTY who will relate practical,measurable successes as well as lessons on what didn’t work! Attend Call Center Week and find out how to:

• Efficiently create a customer experience that produces growth, engaged employees and positive word of mouth• Drive performance improvement and leverage tools/technology for enhancing both the agent and the customer satisfaction level • Prepare your organization to become the focal point for the Voice of the Customer that proactively manages the customer

experience and earns a seat at the table with the CFO and CMOAt this year’s event, you’ll see a renewed focus on employee hiring, development and engagement and how it links to customersatisfaction. Companies will demonstrate best practices for creating a culture that inspires world-class excellence. We’ll hear storyafter story of companies that have been excelling and growing, even in the existing adverse market. Attend the 11th Annual Call Center Week and gain the insight and knowledge needed to enhance the customer experience andbusiness results in a social media world.

Get ready for a week of learning, networking and strategizing. I look forward to seeing you in Vegas!Sincerely,

Lisa SchulmanExecutive Producer and Sector LeaderCustomer Management IQ, a Division of IQPC

Who Should Attend:

Here’s a snapshot of whoattended last year’s event:

Job Function:

Industry

VPs, Directors and Managers of:• Call Centers• Contact Centers• Operations• Customer Affairs• Consumer Relations• Customer Service• Process Management• Customer Experience• Employee Development & Training• Sales & Marketing• Telemarketing• Business Analysts

And any customer-focused executive

■ 12% Health■ 11% Call Center■ 7% Telecommunications■ 7% Insurance■ 6% Drug Stores■ 5% Energy/Utilities■ 5% Retailer■ 5% Financial Servies■ 4% Pharmaceutical■ 3% Software Publishers

■ 16% Call Center■ 14% Customer

Service/Client Services■ 13% Management:

MD/VP/Director/CEO■ 12% Marketing

/Advertising

■ 3% Credit &Collections

■ 3% IT■ 3% Education■ 3% Travel/Hospitality■ 2% Government■ 2% ISP■ 2% Cable & Internet■ 2% Information■ 2% Police■ 2% Marketing

Services■ 2% Machinery Mfg■ 1% Gambling/Casinos■ 1% Publishing■ 1% Postal■ 1% Transportation■ 1% R&D■ 1% Legal■ 3% Other

■ 6% Sales■ 6% HR■ 5% Business Strategy

/Development■ 5% Quality Assurance

/Operations/Logistics■ 5% IT/Technology■ 4% Telecom■ 3% Finance■ 3% Engineer■ 2% Legal■ 2% Media■ 2% Education■ 2% Consultants

2 Visit us at www.callcenterweek.com or call 1-800-882-8684

P.S. Don’t miss the site toursto award-winning companies –Vegas.com and Zappos.com

Sponsors:

Many of our innovative speakers not only survived the economic crisisbut actually thrived by focusing on enhancing the customer experience.Find out how US Auto Parts had a remarkable 500% increase onNASDAQ! Discover how Cbeyond realized a 20% year over year growth!Hear the “Cinderella story” of Bluegreen doubling its revenues! Realizelessons learned from a downturn economy!

Introducing Our Distinguished BrandNew Speaker Faculty!For biographies, awards and more information onall the speakers, visit www.callcenterweek.com.

Board the Bus! Don't Miss Our Site Tours!

Site tours are a great opportunity to visit a leading company and find outwhat makes their company so successful. Get an inside look at theircustomer-focused culture, technology and leadership philosophies. Bustrips to and from the tours, as well as the tours themselves, offer a greatnetworking opportunity. We encourage delegates to take advantage of thisunique opportunity and see “call centers in action!” Site tours include: apresentation, a walk around tour of the facilities, the opportunity to meetcall center agents, and an interactive question & answer period.

Why Should I Attend?

Call center executives are still expected to reduce operating costs WHILE making their call centers moreefficient and productive than ever before. There is renewed focus on employee engagement and how itlinks with customer satisfaction. In order to achieve our lofty goals, changes must be made to people,processes and technology. But, how do we accomplish all of this seamlessly across touch points?

IQPC is pleased to present our 11th Annual Call Center Week event. The Call Center Week is the fastestgrowing call center event in the world! What makes this event unique is the large number ofpractitioner speakers. Senior level call center professionals provide real world insight on what it takesto achieve world-class call center status.

Turn Lemons into Lemonade!

The 2010 Call Center Excellence Awards honor, recognize, andpromote the most innovative call center solutions and individualsover the past year. With Awards given in five categories, the CallCenter Excellence Awards are dedicated to recognizing superiorthinking, creativity and execution across the full spectrum of callcenter functions.

Join us during the Awards Luncheon on Wednesday, June 16th aswinners are recognized for their unique achievements. Don’t missyour opportunity to meet with current and future leaders in callcenters.

Award winners will receive a beautiful customized award and havethe opportunity to present during a conference panel session. Theywill garner world wide recognition through post event press releasesand in industry publications.

Apply online at www.callcenterweek.com/awards. Applications are due May 8, 2010 with finalists announced onMay 28, 2010.

Why Apply for a Call Center Excellence Award:• Be recognized in front of hundreds of your call center peers• Add to your professional development with an industry recognized

accolade• Be featured in post-event press including press releases and media

publications• Share your expertise during the Award Winners Discussion Panel on

Thursday, June 17, 2010

The 2010 Categories Include:• Best-in-Class Call Center (over 200 staff) • Best-in-Class Call Center (under 200 staff) • The Call Center Leader of the Year • Best Performance Leveraging Customer Feedback – NEW FOR 2010!• Best Technology Solutions Provider – NEW FOR VENDORS!• First-Class Job Leveraging Technology For Efficiency and Automation • Greatest Job Creating a Culture that Inspires World-Class Excellence

– NEW FOR 2010!• Best Outsourced Provider – NEW FOR VENDORS!

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A1:00-6:00 (Registration at 12:30) Choose A or B

Metrics and Processes: Identifying and Implementing the Right Indicators and Process Updates to Lead your Call Center to ProsperityIn this workshop you will be taken from benchmarking and basic indicators to examiningunique and innovative ways to combine metrics and processes to drive tangible benefits.

WHAT WILL BE COVEREDMr. Flores will feature the ‘old guard’ indicators as well as present the evolution of new andsignificant metrics that, coupled with process mapping will enable you to have an accurate‘pulse’ of your contact center and yield significant improvements. These points will include: • Service Level: Identifying and Meeting your Goals• Process Mapping and Documentation• Performance Reporting• Departmental Impacts• Meaningful Dashboards• …and many more

WHAT YOU WILL LEARNPlay a “Price is Right” style game and participate in group activities that will assist you in

clearly defining the metrics that matter inyour contact center and who they willmatter to. Mr. Flores will also share hisexperience in identifying key audiences forthe various indicators. Essential take-a-ways include:• Combining metrics to see a complete picture• Identifying uncommon audiences of your indicators• Process mapping to identify quick benefits• Tips on implementation

Darryl Flores, Workforce & Contact Center Professional Service Manager, SWBC

Named one of the Top 10 "Best Places to Work" by the San Antonio Business Journal (# 8)

#1 Fast Track Company in San Antonio in the 'Over $100 Million/Under $500 Million'Category by the San Antonio Business Journal

BWHAT WILL BE COVEREDThe objective of this class is to present the mathematics of call center operations in a way thatcall center executives will understand how to eliminate the “Keystone Kop” syndrome. In orderto understand how to manage call center queues, it is necessary to understand how queueswork. The class will cover the:• Key elements of call center systems• Factors that will most impact the manpower requirements• Difference between strategic and tactical forecasts• Forecast techniques of most software programs

WHAT YOU WILL LEARNWe will examine the structure of all queuing systems. From the knowledge of the structure ofqueues you will uncover the secrets on how to utilize your workforce more effectively. You willexamine how technology affects your workforce and the performance of the call center. You

will understand the value of training callcenter reps and how to measure its value.You will also be able to examine whether ornot you should train reps to be specialists orgeneralists. Finally, you will understand howto plan your workforce to become moreresponsive to the changes in call volume during each shift.• The five key measures necessary to understand call center operations• Why we need to develop special measures to improve forecasts• The key statistics of call center queues• The non-linear nature of call center queues• Why training is so very important

Dr. Bill Bleuel, Professor of Decision Science, Graziadio School of Business andManagement, Pepperdine University

OR

Features a "Price is Right" Style Game!

Check out our websitewww.callcenterweek.com for rave

reviews of Dr. Bleuel’s previousspeaking engagements

Understanding the Mathematics of Call Center Operations

Pre-Conference Master Classes DAY1 Monday, June 14, 2010

..one of the great benefits is that this conference brings together all aspects of call center management under one roof in a short time

span. It allows you to connect the dots between each department's responsibilities and allows us all to hear such diverse perspectives.

It allows us to see gaps in a lot of our departments by comparing all the different aspects that we need to know about.

- Mark Verna, Manager of Customer Satisfaction Loyalty, Sprint Nextel

4 Visit us at www.callcenterweek.com or call 1-800-882-8684 Sponsors:

8:00-11:00 (Registration at 7:30) Choose C or D

C Cost Effective Business Process Management (BPM) Strategies to Improve Efficiency and Elevate the Customer ExperienceWHAT WILL BE COVEREDIn this interactive workshop, you will walk away with methods to identify business process thatnegatively impact productivity and the customer experience and a ‘top 10’ list of BPM solutionsto address them.

Attend this workshop and find out how to:• Follow practical steps to streamline processes and optimize the customer experience • Implement strategies to help you achieve more with less• Take advantage of the resources you already have in place

Plus, this session will include actual case study examples, including:• A Major Call Center Outsourcer reduced Average Handle Time (AHT) by approximately

10 percent resulting in savings of one million dollars per year

• A Major Hardware and Services Company reduced the time needed to prepare salesopportunity data from 15 minutes to 4 minutes

• A Fortune 500 Insurance Company reduced training time from 6 to 4 weeks

WHAT YOU WILL LEARNThis session, will provide the following benefits:• Guide to methods of identifying the key processes used during each customer interaction• Examples of some of “the little things” that can add up to big customer wins• A collaborated “Top 10 List” of action items to take back to your service center to focus on

productivity and elevating the customer experience using existing resources

Neil Crane, Director of Product Strategy, Cicero, Inc.

DWHAT WILL BE COVEREDLearn how leading organizations are leveraging the voice of the customer (VOC) to drive firstcontact resolution, performance, and profitability. Today’s customers have a variety ofpreferences and expectations that make managing the customer experience more complexthan ever. Adding to the complexity of expectations is the increased touch points thatcustomer’s interact with an organization, especially in the contact center. A company’s ability toanalyze these interactions can enable them to provide optimal experiences at every touch point.

WHAT YOU WILL LEARN• Find out how to effectively use feedback as a catalyst for affirmative change • What components should you look for in an effective feedback system • Tactical applications of VoC data for each customer touch point

Erich C. Dietz, Sales Director, Mindshare Technologies, Inc.

ORFirst Call Resolution Doesn’t Cut it. First Contact Resolution is the Key

11:15-2:15 (Registration at 11:00 - Lunch included) Choose E or F

FWhen planning your trip to Las Vegas, chances are you used some ofVegas.com’s services. Did you know that Vegas.com is the single largest citydestination website in the world; handling more than 3 million interactions amonth? Did you also know that they have increased their revenue by 347% withvirtually 0% agent turnover rate? Impossible? Not if you’re Vegas.com. Learnmore by visiting this innovative, dynamic, award-winning contact center!

Rob Cate, Director, Vegas.comEPpy Award Winner - Best Internet Shopping Experience

EWHAT WILL BE COVEREDOrganizations interacting with today’s consumer are facing a rare combination ofcircumstances: sky-high expectations, unlimited options and the sweeping consumerempowerment driven by the social web.

Delivering superior experiences throughout the customer lifecycle is the critical factor for drivingsustainable competitive advantage, customer loyalty and ultimately revenue. The question is:how precisely do you drive those experiences especially in light of consumer engagement in thesocial web? In this discussion we will explore the three experiences that matter most whendelivering an exceptional customer experience and the eight step best practice methodology toachieve those experiences.

WHAT YOU WILL LEARNThis workshop will focus on the eight steps you an take today towards achieving a fullyoptimized customer experience.

Mr. Hull will share the following information with you:• Explore the three experiences that matter most – web, social and contact center experiences• Learn about the eight step best practice methodology that allows you to systematically take

steps toward improving your customer experience and reducing your operating costs• A quantitative scorecard for diagnosing your contact center

Andrew Hull, Director Product Marketing, RightNow Technologies

OR

Harnessing the Consumer Revolution: 8 Steps to Great Customer Experiences

Pre-Conference Workshops and Site Tour DAY2 Tuesday, June 15, 2010

5

VEGAS.COM SITE TOUR


2:30-5:30 (Registration at 2:15) Choose G or H

H Finding, Keeping and Developing the Best!Faced with the challenges of today’s industry – better service, higher results, lower cost andslashed budgets – how does one create solutions and achieve the desired picture? It’s like trying toput together a puzzle when you are sure there are pieces missing! This workshop is designed tohelp you find the pieces you have and create the pieces you don’t. Learn how to find and developthe talent and resources you need to be successful. This interactive workshop is full of ideas, bestpractices from all over our industry and actual tools and training that you can take back into yourcenter to help make your picture of success complete.

WHAT WILL BE COVERED• If the team is only as good as your weakest member - then how do you find the best?• How do you keep them?• How can you develop the people you have to be the best?

WHAT YOU WILL LEARN• A clear process to help identify the true team culture - barriers to success and keys to taking it

to the next level• Methods and ideas to utilize the outstanding traits of the team and ensure the challenging

ones are not getting in the way• Tools and techniques for recruiting talent at every level of the organization.• Ideas to leverage the talent you currently have in order to drive improvement into the results

and throughout the organization

Linda Chando, Vice President, Call Center Services & Customer Care, Cyber CityTeleservices

GWHAT WILL BE COVEREDThis session will address how to leverage CaaS Deployment with low/no upfront costs, reducedIT requirements, and shorter implementation times. What are the analysts saying about thisinnovation? According to Gartner 2/09, “The number of CaaS agent positions will grow from107k in 2008 to 331k in 2013.” In March 2008, the Yankee Group reported “Given today’stight economic environment and these potential savings the hosted or on demand call centersolutions must be considered when an SME is considering implementing or revamping acustomer interaction software application. “

WHAT YOU WILL LEARN• Understanding the key CaaS benefits:

- Shorter implementation time- Minimize capital expenditures- Minimize operating expenses- Less technical IT expertise required- Easier to deal with seasonal demands- In some cases – a lower Total Cost of Ownership (TCO)- Flexible deployment models- CaaS to Purchase options

• Determining where you will buy from- Start-up call center CaaS vendors- Carriers (SIP and Traditional)- Premise based contact center vendors- Traditional ASPS

• Five key questions for prospective vendors• What can you expect to pay?• Case studies of implementation approaches will help you decide whether CaaS is a good fit

for your call center

Five key questions for prospective vendors

What can you expect to pay?

Case studies of implementation approaches will help you decide whether CaaS is a good fit foryour call center.

Debbie Thornburg, Manager, HNS Business Development, Interactive Intelligence

OR

Contact Center Communications-As-A-Service (CaaS) Deployment

I love Call Center Week because the conference definitely allows us to understand the innovation that is going on in

the business; the technology that is emerging and how we can apply it to drive our customer satisfaction higher.

- Larry Willis, Director Sales Operations and Customer Service, Black & Decker

Sponsors:

7:15 Registration and Coffee

8:00 Chairperson’s Opening Remarks

8:15 KEYNOTE: Mastering Performance through the Company CultureThe SCOOTER store, America’s leading supplier of scooters and power chairs for people withlimited mobility, employs over 2600 people and has both inbound and outbound call centeroperations. The Scooter Store has been honored in Fortune Magazine as one of the “100Best Companies to Work for” in large part to the culture the company built. Find out howengaged employees, clearly focused on owning the customer experience, and fulfilling thecompany mission helped catapult the company to the Inc. Magazine’s list of fastest growingcompanies in America for five consecutive years.• Taking advantage of CEO support and involvement in “drilling down” your mission• Getting people “wrapped around” your mission• Leveraging principles from “Mastering the Rockefeller Habits” by developing “rocks,”

building off quarterly themes that directly impact the performance result• Designing innovative and low cost reward and recognition programs

Brian MullaneySenior Vice President of Contact Center OperationsThe SCOOTER Store

9:00 KEYNOTE: Lessons Learned from Consumer Purchases ina Downturned EconomyGood things are happening in the economy. Industries are rebounding, profits are recoveringand these are all positive indicators for the future. Discover how US Auto Parts had a 500%increase on NASDAQ skyrocketing from $1/share in January 2009 to $6/share in January2010 – all in a poor economic climate. Higher customer touch directly translated into highersales and higher loyalty. • Understanding how customers spend money and make choices• Creating value added services to your customers’ purchase• Developing customer loyalty programs to compete on serviceLearn strategies for competing on customer experience instead of on price – even if you arein a commoditized market!

Steve KaayVice President of Call Center OperationsUS Auto Parts

9:45 Morning Networking Break and Vendor Showcase

10:30 KEYNOTE: Using VOC to Transform Service CultureEvery corporation is interested in strategies for improving the customer experience as ameans of increasing customer retention and driving customer loyalty. However, day to daycustomer interactions are often overlooked and can impact retention and loyalty. In thisenlightening keynote, learn strategies for identifying customer data points, creating acontinuous improvement culture and engaging your reps.• How to methodically identify VOC touch points• Leveraging VOC data points to drive specific culture change initiatives• Incorporating customer feedback into day-to-day activities• Identifying specific actions that will quickly engage reps and continuously improve behaviorFind out how the VOC efforts at Orbitz Worldwide have lead to a 25+% boost in customersatisfaction scores and a 20% improvement in First Call Resolution

Richard CoxVice President Customer ExperienceOrbitz Worldwide

11:20 Peer to Peer Roundtables – Back by Popular Demand!These popular peer to peer roundtable sessions are designed to take advantage of the talentin the room and provide an open forum to discuss challenges/solutions. The roundtables arean excellent way to develop future networking contacts and they are led by experiencedpractitioners from diverse industries. DON’T FORGET TO BRING YOUR BUSINESS CARDS!

The 3 C’s of Revenue Creation: Conversion, Customer Lifetime Value and Cross SellLearn how you can use real-time analytics and scoring to get more revenue out of your existingcall flow. In this discussion, filled with practical tips and real-life examples, find out how to:• Instantly identify hot prospects and jump them up the queue• Route callers to the most appropriate agents to drive conversion and order value• Customize offers, messages and cross sell promotions to individual callers• Improve resource allocation to optimize conversion rates

Paul McConvilleVice PresidentTARGUSinfo

Dorean KassDirectorTARGUSinfo

Employee Documentation for Reviews, Counseling, Warnings and Termination• Smoothing the annual review process• Dealing with problematic employees• Reviewing company procedures for documenting difficult employee sitations

Kimberly WarrickClient Service Center ManagerNJ Shares

Embracing Empowerment• New ways to engage employees and remove personal growth inhibitors• Revamping quality programs with a 2 tier enhanced quality scorecard

Darryl FloresWorkforce and Contact Center ManagerSWBC

How Social Media and Information Ubiquity are Transforming Customer-CentricOrganizations• Where are call centers heading and what can we do now to get prepared for changes and

facilitate our continued success?• How can high performing organizations align their existing strategy to what customers are saying?• How is social media transforming customer experience and the modern call center?

Jeff JohnsonVP AmericasATTENSITY

Catherine H van ZuylenVP Product MarketingATTENSITY

Overcoming the Pitfalls of Technology Integration• Closing the gap between what you’re looking for with technology, what you’re missing and

what you’re actually getting + emerging customer experience technologies • Get the greatest return from your technology investment• Reexamining your current technology to take full advantage of the applications• Leveraging vendor expertise for initial implementation and ongoing training/ support

12:10 Call Center Excellence Awards LuncheonJoin us during the gala awards luncheon as winners are recognized for their unique achievements.

Main Conference SessionsDAY3 Wednesday, June 16, 2010

Hope for Economy

A 4 time delegate of the IQPCCall Center Week Vegas event

7


1:45 What's the Future of Labor in Call Centers?Someone, somewhere must answer the phone and offer yourcustomers timely and accurate information. But labor sources aremore complex than ever. As you fill critical agent roles, labor optionsare shifting beyond the traditional in-house seat to the popular at-home agent model, self-service technologies (no agents at all!), andvarious combinations of off-shore & domestic live operators. • What are the key drivers for selecting the labor mix that will

best support consistent business results? • How do you implement call routing and/or cloud routing to get

the right customer to the right agent in a captive oroutsourced environment

Our panelists will explore the impact of call center labor options,discuss trends that will likely evolve based on future laborchoices, and anticipate some of the outcomes.

Moderator:Tim SearcyCEOAmerican Teleservices Association

Panelists:Karen VaughnVP Vendor ManagementGuthy-Renker LLC

Michael EubanksGeneral Counsel & Senior Vice PresidentAEGON Direct Marketing Services

2:35 Inspire Employee Happiness and Engagement toWow your CustomersZappos.com, a leader in online apparel and footwear sales, wasnamed to FORTUNE Magazine’s Annual “100 Best Companiesto Work For” list, ranking #15 on the 2010 list. In this session,you’ll find out how company culture continues to fuel its successand growth to annual sales of one billion dollars.• Changing the mindset to

empower agents whileremoving fear of poorperformance

• Focusing on employeehappiness to create an optimal customer experience

• Shaping your culture with core values that are utilized insideand outside the office

While the call center environment is often structured and basedon efficiency, learn techniques to avoid this from being an anchor.Inspire people to stretch their minds, think outside the box, andtake risks in your pursuit of a great customer experience.

Maura SullivanCustomer Loyalty ManagerZappos.com

Maintaining Efficient Business OperationsNCO’s client case study will focus on how to improve yourefficiency and productivity by discovering strategies to plan yourbusiness utilizing proven processes and tools. Hear aboutsoftware tools that can deliver successful results, including ourWhy Customers Call model, Insite Reporting capabilities, andSystems Integrator technology. Find out how to structure yourstaff with flexibility, involve them in their own success, and alignemployee development with your strategic company goals. The presentation will focus on these key points:• Tools that can be utilized to identify and solve efficiency

opportunities with involvement of the employees• Processes that have effectively streamlined business

operations and enhanced resource proficiency

Vania LivelyVice President – Business DevelopmentNCO Customer Management

Maureen TrioloDirector, OutsourcingAT&T

Improving Call Center Performance through DigitalSignageThis panel will address how communication of real-time data alongwith other multi-media content can improve agent productivity (in-house & home-based), agent morale, and customer service.• Provide visibility to key metrics in various areas of your

business to drive productivity and improve service• Use existing technologies to do more, improve communication

with your agents, and drive improvement with better feedback• Enhance "team approach" by consistently communicating

goals and performance in a dynamic fashion

Moderator:Matt WheatNational Sales ManagerTexas Digital

Panelists:Jimmy TuckerProcess ManagerLennox International

Quyen TranProject LeadLennox International

Edgar RoseroAssociate Telesales Manager Novo Nordisk

Leveraging Lean Six Sigma to Set PerformanceStandards and Improve the Customer ExperienceIn an effort to streamline work and reduce waste, MassMutualFinancial Services has embarked on 2 Lean Six Sigma Projects.Find out how the company is holding employees accountableto high standards and giving them the opportunity to excel. • Lean 6 Sigma for Average Handle Time – Discover how

handle time went from 560 seconds to a sustained 440seconds, with improved quality scores

• Lean 6 Sigma Black Belt on 1st Contact Resolution• “The Year of the Customer Service Rep” initiative – career

pathing and providing additional incentives for employeeloyalty

• Find out how to set high standards and hold onto topperformers as the market rebounds and job opportunitiesopen up.

Gordon PullanAssistant Vice President, Participant Information CenterMassMutual Financial Services

Harnessing the Consumer Revolution: 8 Steps toGreat Customer Experiences Organizations interacting with today’s consumer are facing arare combination of circumstances: sky-high expectations,unlimited options and the sweeping consumer empowermentdriven by the social web.Delivering superior experiences throughout the customerlifecycle is the critical factor for driving sustainable competitiveadvantage, customer loyalty, and ultimately revenue. Thequestion is: how precisely do you drive those experiencesespecially in light of consumer engagement in the social web?In this discussion we will explore the three experiences thatmatter most when delivering an exceptional customerexperience and the eight step best practice methodology toachieve those experiences.You will hear from Tish Whitcraft, SVP of Customer Care ofMySpace, as she walks you through the transformational journeyof MySpace, and shows you how MySpace is delivering superiorcustomer experiences to 250 million users (and counting).

Andrew HullDirector Product MarketingRightNow Technologies

Tish WhitcraftSVP of Customer CareMySpace

Track A: Talent Management and Employee EngagementTrack B: Tools and Technology for Efficiency and Automation

Chairperson: Michelle Craft, VP Marketing, CallMinerTrack C: Performance Measurement, Strategy, Process Improvement and VOC

Chairperson: Barry Maners, Managing Director, The Fraser Group

#15 on Fortune’s 100 BestCompanies to Work for list

Concurrent sessions begin. Choose Track A, B or C

Sponsors:

3:25 Afternoon Networking Break and Vendor Showcase

4:10 Leveraging Quality to Improve Agent PerformanceDiscover a brand new way to leverage quality control staff. Takeadvantage of existing resources to improve agent performanceand adherence issues.• Improving scripting to enable agents to improve response rates• Working together so that quality control is not always the

bearer of bad news• Overcoming the change management challenge of “teaching

old dogs new tricks”Find out how Heritage Company, a fund raiser in the b to b andb to c space since1958, increased its revenue by $100k in thefirst year without any investment of additional staff andresources!

Stephen DawsonDirector of Communication and Strategic PlanningThe Heritage Company

Aligning InternalQuality with ExternalCustomer FeedbackLisa Jones started her call center career 19 years ago, makingoutbound calls for a collection agency. After many years ofexperience, Lisa became the proud recipient of the 2009Service Quality Measurement (SQM) Award for World ClassSupervisor of the Year. Along with Lisa's personalachievement, Sun Life Financial also won the World ClassCertification award for Call Resolution and CustomerSatisfaction.

Find out how Lisa wears “the SQM smile” and helps inspireagents to deliver “an opening night performance” on everycall.• “Wowing” your customers• Turning customer feedback into action• Finessing agents’ soft and hard skills

Find out how to maintain consistency across your teams,improve first call resolution, and translate the Voice of theCustomer into product or process improvement.

Lisa JonesSupervisor, Group Retirement Services Call CenterSun Life Financial

Striving for Greatness-Closing the PerformanceGap from Where youare and Where youWant to BeFind out how Netflix, Inc., the world’s largest online movierental service, has boosted customer satisfaction to levelswhere more than 90% of Netflix members evangelize theservice. It’s easy to grasp that low hanging fruit, but how doyou then reach higher when you’re almost at the desiredperformance level?• Getting the “right talent”• Transforming your knowledge base so that it’s simple and

searchable • Revamping new hire training• Providing agents with access to performance metrics on a

daily basis• Creating the right management structureFind out how Netflix is posting videos of employees onFacebook and other social media as a candid method for talentrecruitment!

Melissa O'KeefeDirector, Customer ServiceNetflix

5:00 KEYNOTE: Leveraging Customer Listening Posts to Optimize the EnterpriseEvery organization listens to its customers across multiple dimensions -- the contact center,help desk, chat, social networks, etc. Learn how to leverage the voice of your customersacross multiple touch points and multiple LOBs using speech analytics, text analytics andvarious other tools to quickly identify, track and address customer issues and emergingtrends/whispers. Learn how Microsoft has improved its consumer experience and customersatisfaction while simultaneously increasing organizational efficiencies.

Scott LongSenior Program Manager of Global Consumer SupportMicrosoft

Jeff GallinoChief Technology OfficerCallMiner

5:50 Cocktail ReceptionBring plenty of business cards!

Sponsored by:

SQM World Class CertifiedSupervisor of the Year

Go from Good to Excellent and Close your

Performance Gaps!

This has been a really awesome conference, a lot of good

innovative ideas. I have been a call center manager for 12 years

and I am still hearing ideas that I have not heard before. That is

the awesome thing about this conference!

- Susan Evilsizer, Product Support Manager, McKesson

I am at Call Center Week because I believe that all of us really

believe about putting the customer first and one of the things I

really want to celebrate is that this event is twice as big and

better than last year. It is so great to be here!

- Patti Crowley, Director of Customer Experience, Bath & Body Works

9


7:30 Registration and Coffee

8:05 Chairperson’s Opening Remarks

8:15 KEYNOTE: Customer Relationship Management: A Concept that wasDeveloped but Never DeliveredThe real meaning of CRM. Hint: It’s not technology. This session will discuss the “real meaningof CRM and what it means to your revenue line versus the expense of direct labor. We will alsoexplore how understanding your customers’ culture and environment is key to determining theircurrent and future needs (the foundation to developing a customer relationship). Other topicswill include the true cost of off-shoring, causes of poor customer satisfaction and retention.Discussion will also include recent results from CCA client engagement’s using a uniqueworkforce strategy, Cloud/SaaS technology and other steps on how to refine your contact centerto develop a positive relationship with your customers which will result in increased revenues.

Joe JacoboniCEOContact Centers of America

Client co-presenter to be announced.

9:00 KEYNOTE: How Customer Service is Leading the Way in Social MediaBlogs, Facebook, Twitter, You Tube and many other social media websites are changing the

world of CRM. What started as a simple idea at Comcast– talking to customers in real time onTwitter – has become well known as an innovative use of social media for Customer Service.Taking the approach of asking “Can we help” has created new communication channels forCustomers and an improved Customer experience. The work of our distinguished speaker wasrecognized by ABC News, New York Times, Business Week,and many media forums. This real life case study will sharebest practices for interacting with customers online.

Frank EliasonSenior Director of National Customer OperationsComcast

9:45 Morning Networking Break and Vendor Showcase

10:30 PANEL DISCUSSION: Call Center Excellence Awards PanelWhat does it take to be an award-winning contact center? The 2010 winners will addresskey business initiatives including: creating a customer-centric culture that inspires excellence,positioning the call center is a key enabler of growth and profit, realizing the profitability ofconnecting the customer and employee experience, leveraging technology for efficiency andautomation, and putting the Voice of the Customer to Work for process and productinnovation. To find out how you can enter a submission and receive recognition, visithttp://www.callcenterweek.com/awards

11:20 Creating a CustomerCulture throughCommunicationWith the strong backing ofexecutives, the next key step in creating a customer focusedculture is closing the feedback loop. This presentation will talkabout:• How the culture can indicate preparedness for creating a

customer-centric culture that inspires excellence • Role of executives in promoting steps for a customer focused

culture• The importance of transparency -strengthen understanding

with customers and create value for employees• Our path toward further enhancing the communication-

challenges and opportunitiesFind out about how to use your executives, promotetransparency, and drive actions.

Stephen H. ArnoldDirector, Voice of the CustomerCUNA Mutual Group

David B. PoletProgram Manager, Voice of CustomerCUNA Mutual Group

David B. Polet was a delegate at IQPC’s Customer ExperienceWeek (March 2009) and has now “graduated” to the speakerfaculty. Do YOU have an interesting story to tell? Write to meand tell me what you’re working on [email protected].

Partnership Strategies:Overcoming the Issues thatArise with Outsourcing Find out how to navigate through some of the challenges that mayarise with outsourcing by fostering a collaborative relationship. Youwill hear solutions to the following common stumbling blocks:• Evaluating and selecting vendors• Staffing and scheduling challenges • Breakdown between customer issues and management • Quality control • Cultural and/or language differences Walk away with an understanding that successful outsourcing isabout involvement and not just cost reduction.

Moderator:Frank CasaleFounder, CEOThe Outsourcing Institute

Panelists:Misty HallVice President of Operations Chase Student Loans

Darren C. LyonsDirector of Outsourcing Customer Experience1-800-Flowers.com

Olivette WhippleVice PresidentIBM

Making the Call Center a Key Contributor toHyundai’s Corporate SuccessHyundai has taken market share from key competitors andsignificantly improved customer satisfaction metrics. Part of thesuccess of the strategy is to enhance the service delivery processfrom dealer and web to contact center. This presentation willoutline the strategy and tactics used to achieve improvement aswell as lessons learned, including:• Five myths highlighted in John Goodman’s book, Strategic

Customer Service, that many executives believe about whatleads to call center effectiveness

• Partnering with Finance, Marketing and Sales to get thenecessary support for an effective call center and measure theROI of those resources

• Making the call center a real time Voice of the Customer,producing actionable information, and

• Selecting the right tools and metrics to assure both inhouseand outsourced center success

All attendees will receive a free copy of Goodman’s book andGoodman will do a book signing after the session.

Kelly KawaguchiNational Manager, Consumer AffairsHyundai Motor America

Barry RatzlaffDirector Service OperationsHyundai Motor America

Main Conference SessionsDAY4 Thursday, June 17, 2010

Frank Eliason was one of thetop rated speakers at January,

2010 Call Center Summit!

Strategies for Closingthe Feedback Loop

Featuring 3 practitionerperspectives fromdiverse industries!

Track A: Talent Management and Employee Engagement Track B: Tools and Technology for Efficiency and AutomationChairperson: Michelle Craft, VP Marketing, CallMiner

Track C: Performance Measurement, Strategy, Process Improvement and VOC Chairperson: Barry Maners, Managing Director, The Fraser Group

Concurrent sessions begin. Choose Track A, B or C

Sponsors:

12:10 Networking Luncheon

1:10 Extreme CustomerService: SatisfyingDemanding CustomersDo you ever struggle withdemanding customers? Is itever challenging for your reps to either relate or show empathyto customers? Who “owns” the customer experience at yourcompany? Citation Air is a private jet travel company whoseclients are extremely high net worth individuals who sign priceyyearly contracts (minimum $100,000). They are often celebritiesor athletes who are accustomed to getting what they want –when they want it. Find out how to apply extreme customerservice and retention strategies to your business!• Empowering reps to use their resources to creatively “blow

your customers hair back”• Developing strategies for dealing with extremely demanding

and sometimes aggressive customers• Making your customers feel that they need you• Keeping reps motivated, inspired and engaged with customersThis session will include a case study of how CitationAirsuccessfully engaged all employees – customer service,dispatchers, schedulers, pilots and technical people – to “takeownership” of the customer experience.

Jean KellySenior Vice President, Product DeliveryCitationAir

2:00 Best Practices forHiring and RetainingAgentsDon’t miss this session by afour time Call Center Weekdelegate with some of the lowest turnover rates in the Industry!

Pre-hiring strategies • Defining key expectations for matrix hiring• Competency and behavioral based assessment

Recruitment methods • Leveraging Facebook and social media • Value of employee referrals

Onboarding talent • Creating an orientation process for buying into the company

culture/vision• Feedback and employee satisfaction

Walk away with a roadmap for retaining agents when we’re onthe bubble of new job creation.

Kelley Ann CarsonDirector of Customer ServicesBendbroadband

SUCCESS! Leveraging Automated Cross-ChannelCustomer Interaction Management Solutions for aConsistent, Empowering Customer Experience This client case study will demonstrate how automated multi-channel customer interaction management solutions canpositively supplement current customer contact strategies.• Deploy a seamless cross-channel communications strategy for

a consistent customer experience• Realize significant cost savings and efficiencies from

automated self-service solutions• Turn more customer interactions into profitable transactionsFind out how to realize significant cost savings, increasecustomer satisfaction, and ultimately secure longer lastingprofitable customer relationships by intelligently steering yourcustomer communication strategies based on customerpreferences.

Ann CannonVice PresidentCSG Interactive Messaging, Inc.

Client co-presenter to be announced.

Leveraging CustomerSatisfaction as a KeyDifferentiator forGrowthCbeyond is a leadingbusiness phone service(VoIP), broadband Internet,mobile voice and data, andIT application serviceprovider built exclusively toserve the communication needs of small businesses operatingin13 cities with major expansion goals. While providing excellentproducts at a competitive price, best in class customer support isthe real differentiating factor in Cbeyond's capability to sell andretain customers. The company is the industry frontrunner whenit comes to the managed service business with a Net PromoterScore above 40% and monthly controllable Customer Churn ofless than 0.5%. Find out the company is positioning customersatisfaction and support as a unique retention proposition by:• Engaging in proactive monitoring of network and services• Focusing quality assurance on process improvement• Designing six sigma to improve mean time to repair• Translating the VOC into policy and process improvement• Employing tools for scanning and replying to customer comments

in social media, including MySpace, Twitter and FacebookGain take home tools and techniques to leverage your contactcenter as a key retention organization with the customerexperience as your focal point!

Ashish BisariaVP of Customer Service OperationsCbeyond

Revamping andRelaunchingCustomer Service in aSocial Media WorldSocial media is constantly evolving. Customers are finding newways to use Facebook, Twitter and social media on a daily basis.Find out how MyPublisher, a leader in photobooks, cards andcalendars has been taking advantage of viral marketingopportunities to better service their customers. • Designing the customer service experience around the

customer’s needs• Creating opportunities for accelerating customer velocity rates

by simply being “real”• Becoming a true partner with marketing team and integrating

customer care into marketing strategies• Encouraging customers to communication with you -

Feedback is a Gift!• Creating metrics, service levels and dashboards to measure

the right components of the business and the customerexperience

• Leveraging Facebook as a mechanism for customers to act asambassadors for your product or service

Frank BurhanceDepartment Head- Customer Service OperationsMyPublisher

Transitioning fromCost Center to ProfitCenterBluegreen is a leader in vacation ownership resort andresidential real estate business with 3,100 employees and over208,000 owners. Hear the "Cinderella Story" about how thecompany doubled revenue from '08 to '09 with projections fordoubling again from '09 to '10 despite challenging economicconditions. Discover how the company is developing newrevenue channels, upselling and launching social mediainitiatives.• Enhancing the product for a better experience• Marketing extra inventory through social media and viral

marketing• Developing operational efficiencies with call reporting

Wendy PoeSenior Vice President, Club ServicesBluegreen

Angela BlevinsVice President, Club ServicesBluegreen

IQPC puts a reality showspin on Call Center Week

with an Extreme CustomerService story!

4 time Call Center Weekdelegate that “graduated”

to the speaker faculty!

Doubled in revenue despitechallenging economic times

Social media and viralmarketing strategies

Angela is a 2010 CallCenter Summit delegatethat has advanced to the

Call Center Week speakingfaculty

Featuring take-home toolsand techniques to leverage

your contact center as akey retention organization

Find out how Cbeyondrealized a 20% year overyear growth in last year’s

downturn economy!

11


2:50 Afternoon Networking Break & Vendor Showcase

3:20 KEYNOTE: Driving Consumer Engagement through all CustomerTouchpointsFind out how CVS Caremark is building a consumer engagement platform to help coordinatethe customer experience across all touchpoints, including: retail, call center, web, IVR, mailedletter and outbound calls. Early indicators are demonstrating that this approach results inhigh customer satisfaction. We’ll hear about the company’s approach to implementing thisplatform and will learn strategies for:• Leveraging consumer engagement to support your brand • Maintaining a consistent experience across channels • Offering specialized opportunities for callers based on their greatest need

Ken FisherVice President Customer CareCVS Caremark

4:05 CLOSING KEYNOTE: Putting the VOC to work – Improving Processes thatPromote Customer Engagement and Drive Bottom Line ResultsCustomer feedback is a strategic and critical measurement of service delivery. Find out howNew York Life utilizes the following six Quality Measurement Tools in order to improveprocesses that promote customer engagement while driving bottom line results. • Internal Quality Monitoring Program to measure customer feedback• Voice of the Customer (VOTC) Program • Industry Benchmarking • Annual client-driven Customer Satisfaction Surveys • Automated After Call Satisfaction Surveys• Speech analyticsDiscover how New York Life captures customer feedback through multiple channels androutinely incorporates customer feedback into business practices. Find out how tocontinuously build customer loyalty while positively reducing unnecessary expense.

Darrell RobertsonVice PresidentNew York Life

4:45 Main Conference Concludes

8:30-11:30 (Registration at 8:15)

I Leveraging Technology to Enable Seamless Interactions and Justifying your InvestmentCollaboration with customers can mean many different things depending on your targetmarket, your products, your business objective and the technology you utilize to address yourcustomers. Companies have no choice but to leverage technology in order to realize a customerservice and sales strategy that can enable seamless interactions across modalities and offersimple portals for customers. The first step is knowing what those technologies are. The secondstep is building a solid business case to justify the investment in those technologies.

WHAT WILL BE COVERED• New multi channel technologies and how to leverage them• Taking advantage of social media in the contact center

• Mobile applications and the customer experience• Personalized access from anywhere, anytime

WHAT YOU WILL LEARN• What technologies are enabling multi-modal interactions• What must be considered to measure cost benefits of adding these technologies to the

contact center• Building an ROI model• Best practices for implementing multi-channel strategies

Michael S. Kulik, Director of Marketing & Business Development, Bucher + Suter

11:45-3:45 (Registration at 11:30 - Lunch included)

J SITE TOUR J: ZAPPOS.COM - #15 Fortune 2010 Best Companies to Work forDon’t miss this exciting site tour to Zappos, the Las Vegas-based e-commercesite with 1,500 perpetually happy, customer focused employees. In 2009, thecompany’s debut as No. 23 on the Fortune 2009 Best Places to Work made itthe highest-ranking newcomer. In 2010, Zappos jumped to the #15 position.

“Creative types abound at the online shoe retailer…Now an Amazon.com subsidiary, the onlineretailer has vowed to maintain its zany culture.” (Fortune February 8, 2010).

Zappos is a service company that happens to sell clothing, shoes, handbags, eyewear, watches (andeventually a bunch of other stuff). Some of Zappos’ highlight features include their excellent 24/7customer service, free overnight shipping and free return shipping with a 365 day return policy.

This exciting site tour will also include a panel session of Zappos.com customer-focusedemployees addressing:• Aligning recruiting and hiring with core values – “getting the right people on the bus”• Breaking old habits of customer service and instilling new habits based on the Zappos culture• Providing ongoing leadership developmentIn 10 years, Zappos.com predicts that 85% of their leadership team will be developed from thecustomer service team.

We will be touring their Henderson, Nevada facility and getting a first hand look at their fun culture,dedicated employees, and how they “deliver wow through service.” Find out how the environmentleads to customer loyalty and retention with 75% of purchases coming from repeat customers!

Post-Conference Workshop and Site TourDAY5 Friday, June 18, 2010

Sponsors:

RightNow is helping rid the world of bad experiences one consumerinteraction at a time, seven million times a day. RightNow CX, thecustomer experience suite, helps organizations deliver exceptionalcustomer experiences across the web, social networks and contact centers,

all delivered via the cloud. With more than eight billion customer interactions delivered,RightNow is the customer experience fabric for nearly 2000 organizations around theglobe. Website: www.rightnow.com

Firstsource offers a complete client life cycle outsourcing solutioncomprised of five vertical components: (1) Research and Analytics; (2)Customer Acquisition; (3) Customer Services; (4) Fulfillment and (5)

Billing and Collections. We have assisted industry leaders in lowering their operating costsand more effectively managing their cash flows through our customizable outsourcingsolutions. Website: www.firstsource.com

Sword Ciboodle customer interaction software helps improvethe way large organizations interact with their customers, driving

down the overall cost to serve whilst enhancing the customer experience. Recentlyrecognized by Forrester as the global leader in process-centric customer service solutions,Sword Ciboodle was also commended for expediting time to market by being the onlyvendor to score full marks in 'time-to-value' in CRM implementations. Clients that arealready experiencing the tangible benefits of Sword Ciboodle, in a matter of days ratherthan years, include Standard Bank, Sears and Vodafone. Website:www.sword-ciboodle.com

Contact Centers of America is a new concept in contact centerservices designed by industry pioneer, Joe Jacoboni, and staffed byindustry veterans who understand balancing customer satisfaction inshifting economic times. CCA delivers its proprietary solution, Extreme

C-Sat 2.0, through a consultative operations approach, hosted, on-demand technologiesand a strategic workforce model, which uses "natural human resources" available in theUnited States - students, special needs individuals, retirees, stay-at-home parents andveterans, to bring jobs back to America. For more information visithttp://www.contactcentersofamerica.com, call 1 877 999-6222 or [email protected]. Website: www.contactcentersofamerica.com

CSG Interactive Messaging will help you optimize your customerengagement strategies with the most complete cross-channelcustomer interaction management solutions on the market. Backed byour advanced customer intelligence and analytic capabilities, we'll help

you acquire, retain, up-sell and increase the overall value of each customer relationship.Seamlessly integrating Inbound and Outbound Interactive Voice, SMS/text, Print/DirectMail, Email, Web and Fax, CSG Interactive Messaging helps the world's leading companiesengage their customers across multiple communication channels at lower cost, and turnmore interactions into profitable transactions. No matter how you use it, our cross-channel customer interactions platform will help you:- Successfully supplement current customer contact strategies - Communicate with customers via their preferred communication channels - Empower customers with convenient self-service options- Create direct, personalized marketing opportunities - Increase customer loyalty and satisfaction - Secure long-term, profitable customer relationshipsWebsite: www.csgsystems.com

NCO is the industry leader in providing clients with successful businessprocess outsourcing (BPO) solutions including customer relationshipmanagement, accounts receivable management, and back office for a

diversified customer base. NCO's solutions support essential functions across key portionsof the customer lifecycle, including acquisition, growth, care, retention, and resolution.We provide our solutions through Customer Lifecycle Management, a unique customer-driven model that delivers optimal performance, leading-edge technology, provenefficiency, and exceptional quality. NCO operates a global network of over 100 operationscenters running on a centralized data platform with the flexibility to respond to a rapidlychanging marketplace, and to scale operations to meet client specifications. Our clientsare empowered to successfully address immediate business needs, while enabling long-term growth across the entire customer lifecycle. Website: www.ncogroup.com

UNICOR, also known as Federal Prison Industries, was established byexecutive order in 1934 with the goal of employing federal inmates inproductive work, and training them in valuable job skills. As a self-

sustaining, self-funded government corporation, UNICOR has supplied a wide range of

quality goods and services to federal agencies for over 70 years. More recently, UNICORhas been authorized to partner with private sector firms currently sending work offshoreor in lieu of sending work offshore. Website: www.unicor.gov

CallMiner is the leader in advanced speech analytics providingbusiness intelligence to enterprise organizations from recorded

customer conversations. Eureka, the company's flagship product, is the only speechanalytics solution that automatically and accurately discovers the content, context andpurpose of an entire conversation and of every call, enabling companies to understandwhy customers call and how agents respond. With this knowledge, CallMiner customersare able to significantly improve customer service, enhance agent quality, increase salesand impact marketing effectiveness. Website: www.callminer.com

Mindshare's Enterprise Feedback Management (EFM) toolshelp companies improve operations and minimize customer attritionthrough personal customer involvement. Mindshare's proprietary

survey technology captures customer and employee feedback in real-time andimmediately transforms it into actionable intelligence. With Mindshare, companies candetermine the type of information they collect, who can access it, and how it's reported.Mindshare is affordable and flexible, surveys and reports can be modified on the fly, anddata may be accessed from anywhere. Mindshare serves more than 25 different industriesincluding travel, hospitality, restaurant, financial, salon, automotive, and retail. Clientsrange from small regional chains to large multinational corporations. Website:www.mshare.net

The Fraser Group, LLC is a management-consulting firm withextensive experience in helping operations and managementimprove performance based on voice of the customer research. For

over a decade, The Fraser Group has focused on research designs that provide actionableinformation to management in the areas of customer loyalty and satisfaction, customerrelationship management (CRM) and employee satisfaction measurement andimprovement. Clients of The Fraser Group include a winner and two site visit recipients ofthe Malcolm Baldrige National Quality Award. Website: www.TheFraserGroup.org

Attensity provides enterprise software applications based on deeptext analysis to find, understand, and use information trapped in textto drive critical decision-making. The comprehensive suite of

applications addresses social media monitoring; collective intelligence in social media andforums; voice of the customer analysis; customer response management; self-service andservice portals; information retrieval and discovery; risk and compliance; and intelligenceanalysis. With more than 500 installations worldwide, Attensity Group's award-winningsoftware is used by large government agencies and such innovative enterprises as Airbus,Charles Schwab, Bosch, JetBlue, Nokia Siemens Networks, Royal Bank of Canada,Travelocity and Vodafone. Website: www.attensity.com

Cicero Inc. provides software integration solutions for contactcenters and other complex information environments. Cicerosolutions align underlying technology with business processes,

streamline user interactions, improve total productivity, assure completeness andcompliance, reduce turnover, and raise knowledge-worker morale and effectiveness.Cicero's technology serves thousands knowledge workers at Merrill Lynch, NationwideFinancial, and others, large and small. In one recent implementation, Cicero integratedeight applications for nine hundred agents' desktops in just seven weeks and reducedaverage call times by approximately 40 seconds. The results include improved customerservice and a $1 million per year operating cost reduction. Website:www.ciceroinc.com

Cyber City Teleservices (CCT) provides cost-effective inbound andoutbound bilingual call center services delivering exceptional salesconversions and service results through tailored offshore call center

solutions. Through our award-winning PCI & ISO certified call centers located in thePhilippines, Panama and Colombia coupled with leading technologies, over 3,000motivated employees and an unshakeable focus on superior quality and sales results, CCTis the "Go-To” call center and BPO partner for a variety of industries. Website:www.cctll.com

TARGUSinfo delivers precise and actionable consumer insights fromthe moment the phone rings to enable you to acquire, retain and growtoday’s high-value customers. With our real-time analytics platform

and unmatched accuracy and coverage of consumer data, we enable you to identify yourmost valuable callers, that fuel skills-based routing, to optimize messaging and offers,

prioritize and score leads in real time, remarket to lost prospects and provide a bettercustomer experience. The result is a greater return on marketing investment —measuredby increased order values, shorter call times, reduced costs, improved efficiencies andincreased conversion rates. Website: www.TARGUSinfo.com

CFI Group conducts its measurement consulting practice worldwide,through offices on four continents. Launched in 1988 by Universityof Michigan professor Claes Fornell, CFI Group is headquartered in

Ann Arbor, Michigan. It uses rigorous measurement science to diagnose its clients'customer relationships, resulting in exacting advice on actions that strengthen theserelationships and improve clients' overall financial performance. The CFI Groupmethodology is used as the basis for calculating the American Customer Satisfaction Index(ACSI). CFI Group clients include Best Buy, British Telecom, U.S. Federal Government, UPS,Yahoo! and other leading companies around the world. Website: www.cfigroup.com

Building on more than 35 years of innovation, Texas Digital is proud tobe a leading provider of integrated communication solutions thatdeliver exceptional value for the call center, cinema, distribution center,

financial institution, help desk, network data center and quick-serve restaurant markets.Texas Digital's QuickCOM is a leading enterprise solution that provides real-timecommunication of business vitals to contact centers, help desks, command centers andmore. Backed by a unique Best Value Guarantee, this complete solution collects, managesand communicates up-to-the-second information to empower fact-based decisions thatwill improve performance, customer satisfaction and profitability. Website:www.txdigital.com

Allegiance, Inc. offers next generation feedback managementsoftware to help organizations grow customer and employeeloyalty and engagement. The Allegiance Engage Software

platform facilitates survey creation and gathers responses and unsolicited comments inreal-time into a centralized online system, saving time, effort and money. Allegiancesolutions measure customer and employee engagement, revealing precise actions to growengagement and increase revenue. Allegiance Enterprise Feedback Management (EFM),predictive analytics, and professional services combine to help businesses capitalize onengagement. Website: www.allegiance.com

InteliWISE - Better customer experience with Self Service Avatar Agents.InteliWISE delivers a cloud – based, new generation ConversationalAgents providing a better user experience in customer service and

ecommerce, through natural language recognition & interactive video. InteliWISE Agents,or Web Avatars, supported by Knowledge data bases, and gifted with text-to-speechengines, can provide amazing capabilities for Enterprises who seek to lower their coststructures, provide enhanced customer service, and wish to provide fast access to queryand response data bases on websites. The behavioral rich analytics provide companieswith visibility into the questions customers want answered allowing for continuousprocess improvement. Intel Capital and several other investors have provided initialfunding as well as the support for our vision, and enterprises such as Comcast, T-Mobile,Lot Airlines, and Kraft Foods have deployed our SaaS solution. Website:www.inteliwise.com

Bucher + Suter (b+s) is a global provider of contact center solutions &services. As a Value Added Reseller and Systems Integrator for Cisco ContactCenters; b+s helps companies achieve business goals by going beyond

traditional voice. Bucher + Suter Software goes further to unify contact center solutionsby offering an add-on suite of applications which consist of multi-channel agent desktops,universal queuing adapters and advanced mobile application integrations. b+s corporateoffices are located in Bern, Switzerland and Heppenheim, Germany, with support for theAmericas based in Atlanta Georgia. Website: www.bucher-suter.com

Interactive Intelligence is a global provider of unified businesscommunications solutions for contact center automation, enterprise IPtelephony, and business process automation. The company’s standards-based,single-platform, all-in-one architecture was designed to eliminate the cost andcomplexity introduced by multipoint products. Interactive Intelligence was

founded in 1994 and has over 3,000 customers worldwide. Website: www.inin.com

MTI is the solution for all of your outsourcing needs. We have beenassisting Fortune 500 companies achieve their marketing objectives andshape customer relationships for nearly 20 years. We are knownnationwide for delivering outstanding sales results and first-rate customer

care with the highest regard for accuracy. Expertise and Services:

About Our Sponsors

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- Sales - Outbound Call Management - 24/7 Live Inbound - Data/Order Entry - Outbound Lead Generation - Live Transfer Lead Generation - Appointment Setting - Auto Dialer Functionality - Verification Services - Win-back and Retention - VOIP - Wireless - Contract Renewal - Multi Lingual Resource - Web Care - Call List Management - Upsell - IT Services - Software as a Service (SaaS)Website: www.mtind.com

OSF Global Services is a dynamic IT Services & Consulting provider,offering call center-dedicated solutions and services, including: ITsupport outsourcing, software development & application testing,

software integration services (service management, workforce management), CRMimplementation and optimization, on-demand CRM & ERP development and businessprocess automation (BPA) and optimization. The company also has a strong background inIT consulting and enterprise applications that enhance business processes throughunparalleled usage of technology as competitive leverage. OSF Global Services wasestablished in 2003, and is headquartered in Quebec, Canada with development branch-offices in Romania and Ukraine. The company is ISO 9001:2008 certified and MicrosoftGold Certified Partner. Website: www.osf-global.com

Sitel is a global Business Process Outsourcing (BPO) leader. The companymeets clients' customer care and transaction processing needs through60,000 associates in 27 countries. Sitel provides world-class solutions from

on-shore, nearshore and offshore locations across 155+ facilities throughout NorthAmerica, South America, EMEA and Asia Pacific. The company's award-winning servicesprovide clients with the strategic insight, scale and diversity of offerings to ensure the bestreturn on their customer investment. The company is privately held and majority ownedby Canadian diversified company, Onex Corporation. Website: www.sitel.com

VoltDelta On-Demand provides telephony-based customer caresolutions with Software as a Service (SaaS) efficiency. Contactcenter and home agent call distribution and management , inbound

and outbound voice recognition with unique CrystalWAVE technology, and voice of thecustomer call + agent screen recording to monitor each call through any transfer work toenhance caller satisfaction without capital investment. VoIP and TDM access currentlysupports over 2 Billion calls per year and tens of thousands of agent seats with 99.99%reliability. Website: www.voltdelta.com

360'CRM is a CRM professional services and intellectual property provider ofcall center solutions, specialized in assisting our clients in optimizingcustomer experience and maximizing channel performance. Our key

consulting services provide a full suite of Internal Call Center and/or Outsourced VendorManagement solutions; including RFI/RFP Administration and execution, QualityMonitoring, and Certified ATA-Self-Regulatory Organization (SRO) Call Center Auditcapabilities. 360'CRM's specialized IT solutions enable measurable Customer Experienceimprovement as well as bottom-line efficiency gains across the enterprise value chain;from initial Customer Contact through End-Results Reporting. Website:www.360crm.net

Envision is an award-winning contact center solutions company offeringproducts and services that enable organizations to deliver world-classcustomer service. Envision Centricity®, the company's innovative

workforce optimization (WFO) platform, fully integrates Envision's landmarkClick2Coach® offering (including quality monitoring and e-learning) with powerfulanalytics, performance and workforce management capabilities. The result is a robust andhighly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. Website: www.envisioninc.com

Interior Concepts specializes in designing andmanufacturing green call center furniture that provides cost-effective utilization of floor space. Whether utilizing the

available floor space to increase the number of workers, or to enhance the work area foreach employee, the objective of Interior Concepts is to improve the performance andprofitability of our customer. Additionally, we offer a Lifetime Warranty, complimentaryspace planning & project management, and the best wire/cable management system inthe industry. Website: www.interiorconcepts.com

LivePerson is a provider of online engagement solutions thatfacilitate real-time assistance and expert advice. Connecting

businesses and experts with consumers seeking help on the Web, LivePerson’s hostedsoftware platform creates more relevant, compelling and personalized online experiences.Every month, LivePerson’s intelligent platform helps millions of people succeed online;more than 7,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, andVerizon, rely on LivePerson to maximize the impact of the online channel. LivePerson isheadquartered in New York City. Website: www.liveperson.com

MicroAutomation is a leading systems integrator offeringcall center technology solutions. Since 1991MicroAutomation has designed, developed and

implemented solutions worldwide in a variety of industries. Each solution fulfills ourmission to enhance the customer experience through automation. Core services include:- Self-Service IVR (outbound and inbound) to obtain information quickly and efficiently,

authenticate callers and reduce agent interaction time - Call Control and CTI options for improving the management of inbound and outbound

calls, Universal GUI and increasing agent efficiency - Analytics and Reporting to monitor and maximize the performance in all areas of your

call center Website: www.microautomation.com

NobelBiz is a facilities-based carrier providing value-addedtelecommunications services to high call-volume clients operating morethan 300 contact centers and collection agencies worldwide. Focused

exclusively on the collections and call center market, NobelBiz provides technology andservices designed to enhance their effectiveness. Our patent pending technologiesLocalTouch™ and SMRT Touch® (ATA Technovation Award recipients) are designed toincrease the efficiency of collection agencies and call centers and are exclusively providedby NobelBiz. As a long distance provider, NobelBiz delivers the highest quality voiceservice, competitive rates and the absolute best technical support in the business.Website: www.nobelbiz.com

Client Services, Inc. is a full service receivables management and Tele-Services provider. We offer a diverse selection of call center solutions fromfirst party, early stage to third party, post charge off recovery to a variety

of customer care solutions. As a company with full call center capabilities, Client Services,Inc. has the expertise and the resources to manage the life cycle of your customer base.Website: www.clientservices.com

The LiveXchange HomeSourcing System. The Proven WayHome. LiveXchange is North America’s leading “homesourcing”service, chosen by a growing list of award winning call centers

both as a means of cutting significant costs and improving service levels. Access to theLiveXchange network service provides your contact center with all the tools, processes,technological infrastructure and trained people you need to seamlessly supplement yourinternal operations with your own (not outsourced) home-based workforce. Welcome tothe unique capability of going to contractxchange.com and recruiting on-line from aninternational pool of certified home-based agents who can be used flexibly within yourdaily customer operations on a simple, pay as you go, basis. It proven a great way to gofor companies like Direct Energy, The Shopping Channel, British Gas Services, L’Oreal andPizza Hut and many more…. Website: www.livexchange.com

Call Centers leverage the OpenSpan Platform to integrateapplications, service-enable legacy systems, automate business

processes, extend functionality and build new composite applications in order to realizeimmediate value on their IT investments. OpenSpan is now deployed on more than120,000 enterprise desktops, helping customers accelerate service-oriented architecture(SOA) projects and increase call center desktop productivity. The OpenSpan Platform willsupport more than one billion customer support calls in 2009, saving organizations morethan $100 million. A venture-backed company, OpenSpan is headquartered in Alpharetta,GA. Website: www.openspan.com

Comcast Business Services provides a variety of services to businessesincluding Teleworker service, a commercial level Broadband servicedesigned for employees based in a home office or utilizing remote access

for essential business activities. With downloads speeds of up to 16Mbps and 24/7support, Comcast Teleworker is a smart solution enabling your remote access workforceto easily and consistently communicate, interact and collaborate. Comcast, the nation'slargest cable company, is a leading provider of entertainment, information andcommunications products and services, with 23.9 million cable customers, 15.3 millionhigh-speed Internet customers and 7 million voice customers. Our high-speed Internetservice operates across our vast network, with more than 145,000 miles of fiber. Wecurrently serve 18 of the top 21 markets delivering multi-tier Ethernet, broadband andwideband services. Website: business.comcast.com/large/teleworker.aspx

Konexo Contact + Solution Center is a leading Contact Centerspecializing in customer care solutions where we have help our clients toimprove customer satisfaction, build customer loyalty and lower operatingcost. A business unit of Grupo Posadas, Latin America's largest hotel

operator. Konexo is centrally located in Morelia, Michoacan with over 1,600 work-stationsstaffed 24/7 by bilingual agents who serve as an extension of your company, we provideessential customer service solutions such as: Customer services support, Customerretention, Complaint handling, Welcome calls, Loyalty programs, sales and promotionscampaigns. Our clients are companies focused on service and customer satisfaction from awide range of industries including Airlines, Hotels, financial services, travel, entertainment,and more. Website: www.konexocc.com

Language Line Services, the world’s leading provider of language-basedservices, is a trusted partner to thousands of organizations whose focus is toeffectively serve the rapidly expanding market of limited English speakers.The company delivers a dynamic suite of solutions spanning translation,

transcription, phone and video interpretation, interpreter certification, localization andlocalized software and devices, enabling clients to communicate with customers in theirpreferred language. Through its leading-edge technology infrastructure, Language LineServices provides support for more than 170 languages to its industry-leading portfolio ofclients across markets including health care, financial services, government, telecom,manufacturing, insurance, entertainment, travel, and more. Website:www.languageline.com

Language Services Associates (LSA) is a world-class languageservice provider headquartered in Willow Grove, Pennsylvania.Leading the industry in technological innovation with the

groundbreaking over-the-phone interpreting service, INTERPRETALK®, LSA servescountless clients across the globe in over 200 languages. Rapid connect times, non-stopavailability, web-based reporting, competitive pricing, and total customization are just afew of the features that make INTERPRETALK® the most attractive over-the-phoneinterpreting solution for any business. In addition to INTERPRETALK®, LSA also providessuperior Translation and Localization, On Location Interpreting, Video Remote Interpreting(VRI), and American Sign Language services spanning an array of industries includinggovernment, insurance, legal, financial, and healthcare. Website: www.lsaweb.com

Symphony8 is a high performance multilingual offshore businessprocess outsourcing (BPO) provider that offers customermanagement/acquisition services, and other back office functions from

its fully owned centers in several countries. We work with a broad range of clients fromthe small to medium to multinationals corporations. Clients look to Symphony8 as apartner delivering value-added services that have an immediate impact on revenue, and along-term impact on brand equity. Symphony8 serves a broad range of industries with aneven broader range of programs. Through our unique, value-driven approach, Symphony8has consistently lowered costs on its client programs, while improving quality anddelivering more efficient service. Website: www.symphony8centers.com

Synergy Solutions is a premier provider of outsourced contact centerservices focused on elevating the service experience and ensuringcustomer delight. Synergy specializes in both inbound and outbound

customer acquisition, customer care, retention and loyalty management programs inEnglish, Spanish and French with a network of call centers throughout the United States.Website: www.synergysolutionsinc.com

The Connection is a leading U.S.-based provider of outsourced contactservices including inbound & outbound calls, email response, live web chatand IVR services. For almost 30 years, we have helped leading corporationsreduce costs and optimize performance by outsourcing their sales and

customer service support. Several industries we work with include: retailing, insurance,healthcare, wireless, telecommunications, broadband, catalog, non-profit, pharmaceutical,financial services and direct response television (DRTV). Our customized training, qualityprograms and advanced technology ensures that our highly-trained agents will optimizesales conversion results and deliver an unparalleled customer service experience. We canbe reached at 1-800-883-5777 or [email protected]. Website:www.the-connection.com

Improved Performance Solutions is a consultingfirm that specializes in developing managementprofessionals, business teams and training

structures for sales teams,call centers and customer service centers no matter how small orlarge. We provide the proper training to convert conversations into sales and positivecustomer service experiences. From Personal training for the executive or manager tomanagement seminars and team building programs, our energetic, straight forward styleof coaching and training will connect with your employees to help them to apply theirnew skills immediately and get the results you desire. Call us for a free consultation. 732-261-5472 Website: www.ipsforyou.com

The Stratasoft product suite consists of call center software solutionsincluding the multi-award winning StrataDial©.VC2™ Virtual CallCenter. StrataDial®.VC2™ consists of an open and highly flexiblearchitecture which includes an advanced predictive dialer, robust

inbound ACD, IVR, flexible script designer, web collaboration and home-based call centeragent technology. This Stratasoft solution is available as either a customer premised basedor fully hosted solution. StrataWFM® is our revolutionary web based work forcemanagement system featuring High Fidelity Forecasts™; the first fully modern approachto forecasting, eliminating all of the distortions of the 100-year-old methods used by themarket leaders. StrataWFM® also features; Uniform Scheduling®, skills basedforecasting, real time adherence and scheduling to name a few of the many functions.Website: www.stratasoft.com

Sponsors:

All-Access Pass grants admission to all workshops, site tours and main conference days.

Pricing

❑ YES! Please register me for the

Important! To speed registration, provide the customer registration code locatedon the back page—even if it is not addressed to you!Please note multiple discounts cannot be combined.

A $99 processing charge will be assessed to all registrations not accompanied by creditcard payment at the time of registration.

MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC* CT residents or people employed in the state of CT must add 6% sales tax.

Details for making payment via EFT or wire transfer: JPMorgan ChasePenton Learning Systems LLC dba IQPC: 957-097239ABA/Routing #:021000021Reference: Please include the name of the attendee(s) and the event number: 10711.004

Payment Policy: Payment is due in full at the time of registration and includes lunchesand refreshments. Your registration will not be confirmed until payment is received andmay be subject to cancellation.

Please go online to: www.iqpc.com/cancellation to view our cancellation policyScholarships Available: IQPC sets aside a limited number of discounts that may beapplied to its conferences for delegates from the non-profit sector, government andmilitary organizations and academia. For more information about scholarships to thisevent, please call Customer Service at 1-800-882-8684.

Special Dietary Needs: If you have a dietary restriction, please contact Customer Serviceat 1-800-882-8684 to discuss your specific needs.

©2010 IQPC. All Rights Reserved. The format, design, content and arrangement of thisbrochure constitute a trademark of IQPC. Unauthorized reproduction will be actionableunder the Lanham Act and common law principles.

About the Venue

Sponsorship And Exhibition Opportunities

Media Partners

IQPC has secured a special group rate for 11th Call Center Week participants at Caesars Palace of $169 per night (+ applicable taxes) for Palace Tower Rooms. For reservations, please contact Caesars Palace directly at 1-866-227-5938. Please book before May 24, 2010 and identify that you are part of theIQPC/Call Center Week Group to ensure this special rate. Rate is based on availability.

About Caesars PalaceFrom the moment you walk through the doors of Caesars Palace, you know you've arrived at the most prestigious resort in theworld. Impeccable service. Luxury. All the little details that make the difference between an ordinary visit and a spectacularexperience are yours.

Caesars Palace wants to lavish you with all the amenities that will make your stay with us one you'll always remember. Discoverindulgence beyond expectation at Qua Baths & Spa, featuring never before seen amenities like Roman baths, a dry-heat Laconiumroom and a stunning, snow-filled Arctic Ice room. Caesars Palace is also the home of celebrity stylist Michael Boychuck, "colorist tothe stars." Every spa in town he's touched has become a must-visit destination, and now he's exclusively at Caesars Palace

Sponsorships and exhibits are excellent opportunities for your company to showcase its products and services to high-level,targeted decision-makers attending the 11th Annual Call Center Week. IQPC and Customer Management IQ helpcompanies like yours achieve important sales, marketing and branding objectives by setting aside a limited number of eventsponsorships and exhibit spaces – all of which are tailored to assist your organization in creating a platform to maximize itsexposure at the event.

For more information on sponsoring or exhibiting at the 11th Annual Call Center Week, please contact Mario Matulich at212-885-2719 or [email protected].

Caesars Palace3570 Las Vegas BoulevardLas Vegas, NV 89109Phone: 1-866-227-5938 (toll free) Website: www.caesarspalace.com

Register By Register by April 16, 2010 May 14, 2010 Standard Pricing

Conference Only (Save $800) (Save $200) $1,199 $1,799 $1,999

All-Access Pass (save $2,895) (save $2,295) (save $2,095) $2,099 $2,699 $2,899

Workshop(s) $549 each $549 each $549 each

Site Tour(s) $549 each $549 each $549 each

Master Class(es) $799 each $799 each $799 each

Please register the following people from my organization:

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Payment Information Total Price for Your Organization

(Add total of all individuals attending):

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11th Annual Call Center Week

Business

Transcript of 11th Annual Call Center Week