AGENDA | 4th Annual Call Center Summit 2009

January 26-29, 2009 | Disney Contemporary Resort

Day 1: Call Center Summit Pre-Conference Workshops - Monday, January 26,

2008

11:15 AM – Workshop C: Using the Voice of the Workshop D: FIRST CALL RESOLUTION - Applying
2:15 PM Customer to Reduce Workload and Drive the four R’s To Improve your FCR
Self-Service Success

John Goodman Dan Arengo

Vice Chairman Senior Business Development Manager
TARP Worldwide SAP America
2:30 PM – Workshop F: Site Tour: Contact Centers of America
5:30 PM
Joseph Jacoboni
President and CEO, CONTACT CENTERS OF AMERICA
LLC

6:00 PM – Workshop G: Leadership: How Motivating and Inspiring Can Help You Exceed Expectations
8:30 PM
Philip Bennett
Executive Vice President/Signature Services
optionsXpress

7
 AGENDA | 4th Annual Call Center Summit 2009
January 26-29, 2009 | Disney Contemporary Resort

Day 2: Main Conference Day: Tuesday, January 27, 2009B

7:15 AM - Registration & Coffee
7:55 AM
8:00 AM - Chairperson’s Opening Remarks
8:15 AM
8:15 AM - CEO KEYNOTE: Strategies for Success in a Downturn Economy
9:10 AM
Napoleon Barragan
Founder and CEO
1800MATTRESS.COM
9:10 AM KEYNOTE: “Creative Solutions: Turning Lemons into Lemonade”
-10:05 AM
Linnea Johnson
Director Consumer Services
Unilever Consumer Services N.A.
10:05- Morning Networking Break and Vendor Showcase
10:50
10:50 AM KEYNOTE: Maintaining Control in a Virtual Contact Center Environment
-11:35 AM
Prem Uppaluru
CEO
Transera Communications

Kevin Buckley
Director of Operations
Office Depot
11:35 AM TRACK A: “People Power” – TRACK B: Tools and Technology TRACK C: Measurements and
-12:25 PM Talent Management, Leadership, in the Call Center to enhance the Strategic Performance ROI
Workforce Optimization, Culture customer and agent experience

Creating a Culture that Provides Employing CRM to Boost Agent Million Dollar Baby: Innovative
“Perfect Service” – Internal and Productivity and the Customer and Effective Performance and
External Experience Measurement Strategies

Detoria Divon Mason David Ciccarelli Janet LeBlanc

Medicare Operations Supervisor CEO Director Customer Value
Humana Inc. VOICES.COM Management
Canada Post Corporation
12:25 PM Networking Luncheon
-
1:20 PM
 AGENDA | 4th Annual Call Center Summit 2009
January 26-29, 2009 | Disney Contemporary Resort
1:25 PM - TRACK A: “People Power” – TRACK B: Tools and Technology TRACK C: Measurements and
2:15 PM Talent Management, Leadership, in the Call Center to enhance the Strategic Performance ROI
Workforce Optimization, Culture customer and agent experience

Inspiring Excellence Through Driving the Customer Experience Customer Value Management–
Proactive Leadership with Technology and Measuring Measuring Customer Experience
Performance with Net Promoter From End-to-End
Scores

Richard Moore Bridget Moscatello Karen Vaughn

Vice President, Customer Vice President of Customer VP, Vendor Management
Services - Canada Operations Guthy-Renker
Assurant Solutions - Kingston Empire Today
Operations Centre

Day 2: Main Conference Day: Tuesday, January 27, 2009 – Continued -

E
2:15 PM - TRACK A: “People Power” – TRACK B: Tools and Technology TRACK C: Measurements and
3:00 PM Talent Management, Leadership, in the Call Center to enhance the Strategic Performance ROI
Workforce Optimization, Culture customer and agent experience

Succession and Continuity Speech Analytics: Improve Your Driving Focus On The Customer
Planning for Success Bottom Line AND Create A Experience Through The Call
Customer-Centric Enterprise Center

Philip Bennett Jeff Gallino

Executive Vice CTO, Chairman and Co-founder Larry Streeter
President/Signature Services Callminer VP of Customer Support
optionsXpress Constant Contact
3:00 PM - Afternoon Networking Break and Vendor Showcase
3:40 PM
3:40 PM - PANEL: The Offshore/Onshore Debate
4:40 PM
Panel Moderator:
Tim Searcy
Chief Executive Officer
American Teleservices Association

Panelists
Bob Simmonds,
VP of Travel Operations,
Disney Destinations

James R Danz
Chief Marketing Officer
Diamond Resorts International
 AGENDA | 4th Annual Call Center Summit 2009
January 26-29, 2009 | Disney Contemporary Resort
4:40 PM - AFTERNOON KEYNOTE: Legacy Leadership – Inspire and Motivate to Excellence
5:35 PM
Julie Marks Miller
Vice President
ADP Training and Leadership Development
5:35 PM Cocktail Reception – Please bring plenty of business cards!

DAY 3: Main Conference Day: Wednesday, January 28, 2009

7:15 AM - Coffee and Networking

7:55 AM
8:00 AM - Chairperson’s Opening Remarks
8:15 AM
8:15 AM - Special Keynote: The “4 I’s” Customer Model
9:15 AM
Michael Chen President and CEO Media
Communications, and Entertainment
GE Commercial Finance also Vice President and Officer of GE
9:15 AM - KEYNOTE: The Revolution is Here – Customer Satisfaction = Customer Loyalty
10:00 AM
Joe Jacoboni
President and CEO
Contact Centers of America

Rudy Vidal,
Chief Customer Officer
UCN
10:00 AM Morning Networking Break and Vendor Showcase
-
10:45 AM
10:45 AM ROUNDTABLE DISCUSSIONS
-
11:45 AM Round Table 1 Round Table 4
Coaching and Leadership Achieving Break-Through Performance
Julie Marks Miller Prem Uppaluru
Vice President, CEO
ADP Training and Leadership Development Transera Communications

Round Table 2 Round Table 5

First Call Resolution Retaining Talent
Tim Rauschenbach, Greg Troxell,
Former VP of Service Customer Care Supervisor,
Amazon United Stationers Supply Co.

Round Table 3 Round Table 6

Performance Metrics Net Promoter Score
Darryl Flores Bridget Moscatello,
Workforce Manager Vice President of Customer Care, Operations and
SWBC Loyalty
Empire Today
 AGENDA | 4th Annual Call Center Summit 2009
January 26-29, 2009 | Disney Contemporary Resort
11:45 AM TRACK A: “People Power” – TRACK B: Tools and Technology TRACK C: Measurements and
-12:35 PM Talent Management, Leadership, in the Call Center to enhance the Strategic Performance ROI
Workforce Optimization, Culture customer and agent experience

”Per-Fessional”- Leading Teams Panel Session: Communicate Optimizing Contact Center

by Merging Personal and Vital Information in Real-Time Resources During Tough Times
Professional Into One Across your Enterprise to Drive
Performance
Greg Troxell Steve Sullivan
Customer Care Supervisor Moderator: Vice President, Call Center
United Stationers Supply Co. Matt Wheat Technologies
National Sales Manager CIT Group Inc
Texas Digital

Denny Kolvek
Director Response Services
Datacore Marketing
12:35 PM Networking Luncheon
-
1:30 PM
1:35 PM - TRACK A: “People Power” – TRACK B: NO SESSION TRACK C: Measurements and
2:15 PM Talent Management, Leadership, Strategic Performance ROI
Workforce Optimization, Culture

Connecting with Empathy During Taking Customer Feedback and

an Uncertain Economy Turning it into Business
Opportunities

Kimberly Warrick Barb Bleiler

Client Service Center Manager Manager Client Support
NJ Shares WPS Health Insurance

2:15 PM - Afternoon Networking Break and Vendor Showcase

2:45 PM
2:45 PM - AFTERNOON KEYNOTE: Measurements and Strategic Performance ROI. Making the Quantum Leap
3:30 PM Forward While Serving a Complex Customer Base

Introduction By
Tim Rauschenbach
Vice President Business Development
TARP WorldWide

Vincent Chiusano
Manager of Customer Service
US Green Building Council
3:30 PM - CLOSING KEYNOTE: Focusing on the Basics for Measurable ROI
4:30 PM Tools and Technology in the Call Center to enhance the customer and agent experience

Proactive Chat for Customer Support and Bottom Line Benefits

Michael Murphy
Senior Manager, Call Center Innovation
Earthlink
 AGENDA | 4th Annual Call Center Summit 2009
January 26-29, 2009 | Disney Contemporary Resort

DAY 4 Post-Conference Workshops: Thursday, January 29, 2009

8:00 AM Workshop H: “This Means That”…Metrics that Workshop I: Managing Call Center and Home-
-10:55 AM Matter from the CSR to the CEO Based Agents on an Integrated Online Platform

Darryl Flores Sanjay Kumar, Ph.D

Workforce Manager CEO
Southwest Business Corporation (SWBC) Vcustomer Corporation

11:15 AM Workshop J: Improving Agent Productivity with Workshop K: Site Tour: Disney Destinations
- 2:15 Desktop Automation
PM
Les Singleton Bob Simmonds
Solutions Architect, VP of Travel Operations
Openspan Inc Disney Destinations