Schedule

Tuesday, October 11

7:00am – 6:00pm	Registration Open

7:00am – 8:30am	Continental Breakfast

8:30am – 5:00pm	Executive Summit

8:30am – 12:00pm	Morning Site Tours

8:30am – 12:00pm	Morning Workshops

	Pre-1: Hiring, Engaging and Retaining for Significant Productivity Improvement
	Pre-2: Developing a High-Impact Quality Program
	Pre-3: Building an Effective Voice-of-the-Customer Process
	Pre-4: Contact Center Technology 101: What Every Professional Needs to Know

12:00pm – 1:30pm	Lunch

1:30pm – 5:00pm	Afternoon Site Tours

1:30pm – 5:00pm	Afternoon Workshops

	Pre-5: Coaching that Improves the Customer and Employee Experience
	Pre-6: The Principles of Effective Contact Center Management
	Pre-7: Owning the Outcome at Intuit: A Powerful Strategy for Rapid Process Improvement
	Pre-8: Multi-channel Strategy and the Contact Center’s Role: Define Your Vision and Plan

5:00pm – 7:00pm	Welcome Reception

7:30am – 6:30pm	Registration Open

7:30am – 8:30am	Industry Roundtables Breakfast

8:45am – 10:00am	Welcome & Keynote Presentation

10:00am – 2:30pm	Exhibit Hall Open

10:00am – 11:00am	Visit Exhibit Hall

11:00am – 12:15pm	Conference Session Block #1

	Session 101: Supervisors - Lost in the Maze of Responsibilities!
	Session 102: Reframing the Customer Experience - New Anchor Facts Drive New Solutions
	Session 103: The At-Home Model - Lessons Learned
	Session 104: Building Structure for Multi-Channel Technology

12:15pm – 2:15pm	Lunch & Visit Exhibit Hall

2:15pm – 3:30pm	Conference Session Block 2

	Session 201: It's a Garden! Tried-and-True Tips for Growing an Engaged Team
	Session 202: Integrating Social Media into the Channel Mix
	Session 203: Greed is Good! Making the Business Case for Stellar Service
	Session 204: Revealing Customer Perception through Cross-Channel Analytics

3:45pm – 5:00pm	Conference Session Block #3

	Session 301: How to Measure the Quality of Customer Service E-mail
	Session 302: Experiential Metrics That Drive the Right Performance
	Session 303: Positioning Call Center Leaders for Success in a Sea of Change
	Session 304: Transforming Contact Center Technology Administration and Support

4:30pm – 6:30pm	Exhibit Hall Open

5:00pm – 6:30pm	Networking Reception on the Exhibit Hall Floor

7:30am – 2:00pm	Registration Open

7:30am – 8:30am	Queuetips Continental Breakfast

8:30am – 10:00am	Keynote Presentation

10:00am – 11:00am	Visit Exhibit Hall

11:00am – 12:15pm	Conference Session Block #4

	Session 401: Your New Adventure – How to Successfully Manage Home Agents
	Session 402: How Emerging Channels Impact Forecasting, Staffing, and Metrics
	Session 403: Top Rated Customer Experience Companies
	Session 404: Set Up for Success - What Do You Need to Succeed in the Cloud

12:15pm – 2:00pm	Lunch and Visit the Exhibit Hall

2:00pm – 2:00pm	Exhibit Hall Closes

2:15pm – 3:30pm	Conference Session Block #5

	Session 501: Leveraging Social Media Internally
	Session 502: Common Workforce Management Mistakes – and What to Do About Them!
	Session 503: Increase Productivity and Profitability with Exceptional Leadership
	Session 504: Proactive Outbound Service – Engage Your Customers!

3:45pm – 5:00pm	Conference Session Block 6

	Session 601 : How BCBSNE and Hot Topic Supercharge Cross-Department Communication
	Session 602: Predicting Customer Experience Metrics
	Session 603: Creating a Frontline Profit Machine: Capturing Every Sale in Your Multi-Channel Environment
	Session 604: Paving the Way for Effective Knowledge Management