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Call Center Week 2005
June 28 - 29, 2005 ?? The Venetian Resort Hotel Casino , Las Vegas, NV
-- Monday June 27, 2005
Please click on Workshop titles to learn more
Workshop A: A Step-by-Step Guide to Hiring and Training CSRs in Your Call Center
Workshop B: Quantifying the Direct Impact of the Voice of the Customer on Your Call Center
Assessment Tools and Techniques to Measure Performance in your Call Center
Essential Writing Skills to Support E-mail and Web Self-Service
Linking Key Performance Metrics to Customer Loyalty
Building a Motivated Call Center With Powerful Coaching Conversations
8:30am ?? Workshop Registration
9:00am ?C 12:00pm ?? Workshop A: A Step-by-Step Guide to Hiring and Training CSRs in Your Call Center
Choose A or B
In order to enhance performance, minimize employee turnover, create a professional position and environment, and build trusting relationships with customers, it is important to design and utilize strategies to motivate all contact center employees. In this session, participants learn how companies are using a specific, integrated approach to hiring, training and employee retention.
I Achieve World Class Service through an Integrated Training Approach
Learn key strategies and training components for success
Achieve consistency across all contact centers within the corporation
Operationalize ongoing training
II. Motivate your Contact Center Team
Structure winning employee incentive programs
Explore proven strategies for motivating contact center employees and improving employee satisfaction
Coach to motivate ?C consider the connection between employee and customer satisfaction
Monitor, measure and expect results ?C learn to capture effective data, create a trending analysis and measure ROI of motivational programs Attend these pre-conference workshops and learn how to increase the quality and productivity of your call center.
Understand when it is time to change motivational programs
III. Promote from Within ?C Career Paths for Call Center Agents
About Your Workshop Leader:
Liz Ahearn is the President and CEO of The Radclyffe Family of Companies which include, The Radclyffe Group, LLC a consulting and training firm dedicated to promoting the customer interaction as a mission-critical business function relevant to all decision-making operations across a corporate enterprise. Radclyffe Solutions, LLC a best practices model contact center co-sourcer and Radclyffe University, LLC a learning organization dedicated to the practical education of contact center leaders through certification programs. As part of a holistic approach to contact center improvement, the three firms integrate to offer clients a "Learn, Apply and Implement" experience which ensures that not only does learning take place, but actual positive contact center change occurs as a result. Liz is an expert in Contact Center Optimization, Customer Relationship Management (CRM), Performance Improvement Strategies, Contact Center Culture, and Customer Satisfaction.
8:30am ?? Workshop Registration
9:00am ?C 12:00pm ?? Workshop B: Quantifying the Direct Impact of the Voice of the Customer on Your Call Center
Choose A or B
Most Voice of the Customer (VOC) processes focus on rework which costs the call center extra money. The real payoff is in the enhanced revenue from higher customer satisfaction. Twenty times as many customers say the call center has the greatest effect on their opinion of the organization as advertising or sponsorships. However, 70% of VOC processes have little impact, mainly because they cannot demonstrate the payoff of improvements in a manner the CFO will accept. This session will show you how to quantify the revenue and word of mouth implications of better quality and service from the call center as well as making the call center the focal point of the organization-wide VOC Process.
In this workshop you will learn how to:
Lead to an effective VOC Process
Extrapolate the calls you receive to the marketplace as a whole
Conservatively estimate the revenue at risk if improvements are not made, thereby creating the economic imperative for action.
Tie call quality monitoring data to survey data to improve both call center operations and the impact of the VOC.
Integrate data from all your touch points into a single unified picture of the customer experience
Topics covered include:
Customer behavior upon encountering problems
Causes of dissatisfaction ?C only 20% is employees doing something wrong, most come form broken processes, bad policies, and uninformed customers
Estimating the number of problems for each contact received
Converting problem data into revenue at risk in a manner that CFOs
Evaluating your VOC process to identify weak points leading to low impact
Setting rational targets for improvement
Linking targets to incentives in a constructive manner
About Your Workshop Leader:
In 1972, John Goodman became a Founding Member of TARP, a research and consulting organization that specializes in customer service and quality improvement. Throughout his career John has managed more than 600 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business, studies quantifying word-ofmouth, and the bottom-line impact of consumer education, as well as five benchmark studies of the use of toll-free service numbers by major corporations. He has taught courses on quality measurement and improvement for Wharton Business School Executive Education and the American Society for Quality. John graduated from Carnegie Mellon University with a B.S. in chemical engineering. He received an M.B.A. from Harvard Graduate School of Business Administration.
12:00pm ?? Workshop Registration ?C Lunch will be served
12:15pm ?C 3:15pm ?? Workshop C: Assessment Tools and Techniques to Measure Performance in your Call Center
Choose C or D
Do you know how well you are servicing your customers? This interactive workshop will provide you with proven assessment tools and techniques used by some of the best service providers to measure call center performance. Participants will learn why to measure, what to measure, how to measure, which tools and techniques to use, how to use the results to keep staff motivated and continuing to strive for service excellence. Participants will be asked to confidentially share their best practices with others in the workshop so that participants can learn both from DALBAR'S expertise as well as from peers.
Participants will learn:
The what, why, how and frequency in measuring service with assessment tools
How to take action and achieve success with the output derived as a result of utilizing the assessment tools
How to use the results to motivate and reward
Topics covered include:
Why quality service is important
Why call centers need to measure the service they are providing
Determining what to measure
How to measure call center service using an assessment tool
Determining how often and how many calls you should measure
Use assessment tools to measure your call center against your competition
Use results to reward some reps and to motivate other
About Your Workshop Leader:
Brooke Gullicksen is the Vice President of Call Center Marketing at DALBAR. Brooke joined DALBAR's Client Service Group in 2001 and since then, her role has expanded to growing the relationships with DALBAR's existing clients, building relationships with new clients as well as heading up DALBAR's print marketing efforts to call centers. Previously she has worked as a customer service representative at Equitable for their Accumulator annuity product. After less than a year in that position, she became the first Call Coach for the Equitable Accumulator. During that time, she worked closely with DALBAR, in order to help raise Equitable's level of customer service. For the year following she served as Product Trainer for the operations area before being promoted to Product Trainer/Team Leader of the Product Resource Center at Equitable Distributors, Inc., in Manhattan.
12:00pm ?? Workshop Registration ?C Lunch will be served
12:15pm ?C 3:15pm ?? Workshop D: Essential Writing Skills to Support E-mail and Web Self-Service
Choose C or D
Gone are the days when customer service agents can say, "We have the product knowledge; we don't need to know how to write." To support customers, agents need to know how to write e-mail and self-service content that is predictable, clear, and easy to follow. If they can write well, the online help agents provide will be the backbone of self- service initiatives, not a graveyard for small bits of information. Make the self-service dream come true. The dream goes something like this: "Now that we offer our customers web self-service, they answer their own questions. The phones are quiet and the e-mail flow has dwindled to a trickle." This self-service dream includes images of a 24/7, personalized, customer-enabling, transaction-completing, automated wonder. Three written components are at the center of this dream: knowledgebase entries, FAQs, and canned e-mail responses. This workshop will help build the essential, specific writing skills your staff needs to do the job.
About writing knowledgebase entries, you'll learn how to:
Develop guidelines for writing entries, so that your knowledgebase will be uniformly effective, no matter how many people contribute entries.
Explain the importance of writing well to all knowledgebase contributors.
Write knowledgebase entries that help both technical and non-technical users.
About writing FAQs, you'll learn:
Strategies for organizing FAQs so that customers can easily find what they need
Choose the appropriate question word for the FAQ so customers can identify the FAQ as the answer to their question
Write FAQs that provide a complete answer
Write to FAQs that help both expert and novice users
About writing canned e-mail responses, you'll learn:
How to write useful canned answers that completely resolve the customer's problem
When to send a canned response and when to compose an original response
How to customize canned answers without rewriting them entirely
About Your Workshop Leader:
Leslie O'Flahaven is the Founder and President of E-WRITE, which has customized courses and workshops for Fortune 500 companies, Internet start-ups, federal and local governments, and nonprofits. They've developed courses for American Airlines, Coca-Cola, Fannie Mae, Prudential, Humana, The College Board, Key Bank, Pan American Health Organization, the U.S. Air Force, FedWeb, and The National Wildlife Foundation. Participants in their courses and workshops include high-level executives, marketing and web teams as well as customer service agents. Leslie has a special interest in teaching writing to front line administrative and support personnel who communicate with customers directly, every day.
3:15pm ?? Workshop Registration
3:30pm ?C 6:30pm ?? Workshop E: Linking Key Performance Metrics to Customer Loyalty
Choose E or F
Each day, highly satisfied customers who are delighted with your service inexplicably move their business to your competitors. In this session, you will learn how your contact center can, and should be at the center of your customer loyalty strategy to stem this tide of defection. In this session you will tap into expertise and best practice examples that can be applied immediately to your call center. The will be a how-to workshop that has applicability to the request for customer loyalty results that senior managers are requiring.
Topics of discussion will include:
Hiring the right people
Providing the tools that foster success
Assembling and assimilate
Translating business goals into contact center goals
Taking action when exceptional events occur
Compensating your contact center staff for increases in customer satisfaction
Attendees will also:
Learn why customer loyalty is so valuable to an organization
Understand how to make the contact center an essential component of a customer loyalty strategy
Identify five fundamental principles in building customer loyalty in the contact center
Discover ways to implement retention techniques that yield long-term, successful customer relationships
About Your Workshop Leader:
Anne Ivey serves as a Leading Consultant to the contact center industry for Omega Performance. She has a rich history as a regarded advisor, consultant and partner to executives in the contact center industry, helping them to develop their corporate strategies and contact center initiatives. She has an extensive background in developing business plans, diagnosing operational gaps, and implementing results-oriented sales culture initiatives in contact centers of all sizes. Anne has both a breadth and depth of experience in establishing and growing highperforming teams. She has worked extensively in the financial services industry with banks, insurance companies, and card services groups in the United States and abroad.
3:15pm ?? Workshop Registration
3:30pm ?C 6:30pm ?? Workshop F: Building a Motivated Call Center With Powerful Coaching Conversations
Choose E or F
World-class service, sales, productivity and quality ?C what more can one possibly expect from our agenda? Add constant changes in customer demands, roles, responsibilities, technology, processes and systems and you have a very difficult job ?C that of the CSR. It's no wonder that so many CSRs feel powerless, frustrated unappreciated and undervalued. And it's no wonder that so many Call Center Managers have to struggle with ongoing problems of turnover, attendance and poor performance. Leading Call Centers have discovered that powerful coaching conversations can actually be one of the most effective ways to empower and motivate CSRs. In this workshop participants will learn to transform their call center by conducting powerful coaching conversations.
Specifically, participants in this workshop will leave with practical, working knowledge that will enable them to:
Conduct powerful coaching conversations that improve performance, morale, and accountability
Assess their coaching effectiveness
Identify the differences between coaching and evaluating
Gain buy-in to changing and improving performance
Earn the right to coach
Provide feedback that gets results
About Your Workshop Leader:
Kerry Weiner Elkind is President and CEO of The Elkind Group, a San Francisco based company providing business communication skills needed to create winning relationships with customers and employees to maximize service, sales and collections.
Kerry has over 20 years experience working in the call center environment in a variety of industries. She works with market-driven companies to improve the performance of their front-line customer contact employees and managers who are responsible for customer service, sales, and collections. She is a national speaker and co-author of, "Free Agents: People and Organizations Creating a New Working Community" and "Common Sense Leadership for an Uncommon 'Next Generation' Workforce". Kerry is a nationally recognized consultant, trainer, and speaker.
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