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2013 Pre-Conference Workshops

Below are the Pre-Conference Workshops at the 2013 Call Center Demo & Conference.

Pre-1

Making Your Call Center the Heartbeat of Voice of the Customer (VOC)

Monday | 8:30 AM – 12:00 PM
Session Level: All
John Goodman

Securing the authority and resources required to deliver world class service can be a monumental challenge for today’s customer service executives. Many are not equipped to quantify customer delight, risks from poor service, and whether VOC processes are inadequate or broken. In this session, John Goodman will show you how to make the VOC report something your staff welcomes instead of dreads. You’ll discover how you can harness VOC results to prevent future problems, and you’ll identify the eight key components necessary to create an impactful VOC process. You’ll also learn how to provide a quantitative interpretation of VOC by understanding customer behavior and expectations. And you will leave with a clear understanding of how to measure loyalty, word of mouth, risk and delight – and how to gain the support of your CFO and CMO.

Pre-2

The Principles of Effective Contact Center Management

Monday | 8:30 AM – 12:00 PM
Session Level: Beginner
Brad Cleveland

This always-popular course has been a favorite at ICMI conferences for over two decades, and for good reason: it covers the skills and knowledge you absolutely, positively must have to run an effective contact center. In step-by-step format, Brad Cleveland, author of Call Center Management on Fast Forward (recipient of an Amazon.com best-selling award), walks you through the foundational principles that will serve you well throughout your career. Whether you are a new manager or a veteran in search of a dependable refresher - this session provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.

Pre-3

Contact Center Technology 101

Monday | 8:30 AM – 12:00 PM
Session Level: All
Lori Bocklund

If you’re wondering (or downright perplexed) about technologies such as Voice over IP (VoIP), speech recognition, multimedia routing, multi-site virtualization, knowledge management, analytics and the rest of the performance tools, and the buzz around social media, this session is for you! Operations and technology leaders alike should attend this course to learn more about the technologies you have and the ones you might be considering. You’ll discover the capabilities every center needs, as well as the innovations that are changing the landscape. You will learn practical information about today’s technology that will arm you for a discussion with your contact center or IT counterparts, as well as vendors. Most importantly, you’ll leave this session ready to successfully tackle your own projects.  

Pre-4

Psychology of Coaching

Monday | 1:30 PM – 5:00 PM
Session Level: All
Dianne Durkin

Effective coaching is a key method for increasing productivity and profitability in an organization, but getting it right can be tricky. In this interactive session you’ll learn a systematic five-step coaching process for intrinsically motivating your employees. Discover how to use questions as your most powerful asset, and how to provide feedback which supports and empowers employees while building trust and enhancing relationships. By using this process, you will encourage employees to enhance individual performance and increase their contributions to the team. Bring your problem examples to this workshop, and leave with action plans that you can implement immediately!

Pre-5

Decisions, Decisions! Using Quality Tools to Make Great Decisions and Gain Support

Monday | 1:30 PM – 5:00 PM
Session Level: All
Laura Grimes

Do you ever feel like you are drowning in data? Think that sometimes you are just treading water and not making much progress? In this valuable workshop, you’ll sharpen your skills in quality assurance, control and innovation using your own data. Quality tools and processes can produce great results without being overly complicated. Discover how to use quality tools to get to root causes of problems, identify process issues, assess the inter-relationships of processes, gain support and buy-in to facilitate change and, show the return on investment for efforts. You’ll leave this highly interactive session with templates and tools you need to improve quality efforts in your contact center.

Pre-6

Shaping Your Contact Center’s Role in a Multi-Channel Strategy

Monday | 1:30 PM – 5:00 PM
Session Level: Beginner
Lori Bocklund

The contact center is an essential part of an enterprise strategy that enables you to meet – and exceed – your customers’ expectations. During this highly interactive session, you will work with other creative leaders to define what multi-channel means, identify the priorities for technology to enable multi-channel delivery, and ponder where you’ll spend valuable money and resources to make your vision come to fruition. You will be challenged to consider best practices and catalyze cross-channel collaboration to ensure success for your company – and your customers. You’ll leave with a strategy that ensures your planning efforts lead to sustainable positive outcomes.

"I felt good about the conference because I was able to get some new ideas in some areas where we were really struggling. It also confirmed some of the recent changes we have made in our center."

Kent Henderson , Sales Manager, Upack Moving

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