your industry's #1 event - IQPC

w w w . c a l l c e n t e r w e e k . c o m

An Offi cial Event of . . .

YOUR INDUSTRY’S #1 EVENT

Show Guide Sponsored by:

www.callcenterweek.com @callcenterweek #callcenterweek

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CALENDAR OF EVENTS

1 - 8 0 0 - 8 8 2 - 8 6 8 4 | e n q u i r y @ i q p c . c o m

11th Annual Contact Centre CanadaSeptember 28-30, 2015Toronto, Canadawww.contactcentresummit.ca

Global Contact Center ExcellenceOctober 26-28, 2015 | Miami, FLwww.globalcontactcenterevent.com

Call Center Week WinterJanuary 26-29, 2016The Rosen Centre, Orlando, FLwww.callcenterweekwinter.com

Call Center Week 2016 Conference + ExpoJune 27-July 1, 2016The Mirage, Las Vegas, NVwww.callcenterweek.com

CX Impact – A Customer Experience EventDecember 7-9, 2015 | New Orleans, LA www.cximpact.com

IMPACT2015

A CUSTOMER EXPERIENCE EVENT

2016 Conference + Expo

“Named one of the top 50 conferences to attend this year” by The Daily Muse

www.callcenterweek.com@callcenterweek #callcenterweek

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I’m always interested in learning more about our attendees

and discovering innovative business practices. I

f YOU have an

interesting story to tell and want to be considered fo

r a future

speaking opportunity, please write to me and tell me what you’re

working on. [email protected]

P.S.

Table of Contents:

Welcome to the 16th annual Call Center Week!Dear Customer-Centric Leader,

In June 2014, more customer-centric leaders fi lled this room than ever before to discuss how to compete on service in today’s “new service ecosystem.”

We discussed the new reality, that single channels were moving toward multi-channel complex delivery systems and that your operation would need to evolve – and signifi cantly - to keep up with customer demands. Some of the key themes addressed included meeting the demands of customers talking everywhere, understanding the importance of data, retaining talent, leveraging cloud and WebRTC, and meeting extreme pressure to prove ROI.

Throughout the year, I’ve received numerous stories from the CCW class of 2014 on how what they learned and how the relationships they made at this event made a signifi cant impact on their job, organization and career. Thanks to those of you who shared these stories with me.

This year, as we continue to mature our centers into the next phase of service delivery, we’re taking it to the next level by focusing on competing on service through personalization and customization. Isn’t it funny that the very department that was once dismissed by the board room is now being asked to lead the business?

We know you are grappling with balancing self-service with human touch, engaging and coaching a multi-skilled workforce, seamlessly integrating digital and bricks and mortar and proactively delivering effortless customer experience. You are encouraged to take advantage of all of the content and networking opportunities to help resolve your current challenges.

During your time at the event, I encourage you to be as astute as the sharpest CEO, as studious as the most discerning PhD student and as inquisitive as the most detailed scientist. Be present, active and go outside of your comfort zone. CCW is THE place where business gets done, ideas are generated and visions are created.

As you are focused on personalization, so are we. Here are a few tips to get the most from your experience. 1. Select the roundtable topics that best match your needs – get there early, they often sell out. 2. Move in and out of the tracks as you see fi t. 3. If you are attending as a group, split up, meet new people, attend different sessions. 4. Take copious notes and create a clear action plan before you leave. 5. Walk the entire Expo Hall and speak to every exhibitor. You won’t fi nd more solutions to your industry under the same roof anywhere else. 6. Take advantage of all networking opportunities, from the breaks to the Awards Gala Tuesday evening to the cocktail reception on Wednesday. 7. Be sure to check out the Call Center IQube, a whole new intimate program experience in the Expo Hall. Look for the glass cube for a series of unique presentation formats, one-on-one interviews with today’s leading minds and more. 8. Become a member of Call Center IQ to continue your learning and networking at www.callcenter-iq.com, a free resource of news, industry research and online events serving over 85,000 customer-centric professionals worldwide.

I look forward to spending a productive and engaging week with you. As always the CCW team is here to help you make the most of your experience.

All the best,

Lisa SchulmanChief Customer Offi cer & Executive ProducerCall Center Weekpresented by Call Center IQ, a division of IQPC

Show Guide Sponsored by:

Networking Activities . . . . . . . . . 4-5

Venue Layout . . . . . . . . . . . . . 6

Roundtable and Lunch & Learn Topics. . . . . . . . . . . . . . 7

Meet the Team . . . . . . . . . . . . 8

Social Media and Mobile App . . . 10

Photo Hunt Game Rules . . . . . . . 11

Pre-Conference Agenda . . . . . . 12-13

Main Conference Agenda . . . . . 14-19

Post-Conference Agenda . . . . . 20

Expo Hall Floor Plan . . . . . . . . . 24-25

Sponsor Directory . . . . . . . . . . 32-45


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NEW THIS YEAR @ CCW One of our key themes this year is Personalizing the Customer

Experience. Accordingly, CCW has taken great steps to create a personal customized experience for you!

CCW’s First ever Chief Info

rmation Officer,

Leo Minervini from Carlo’s B

akery,

the Home of TLC’s Cake Boss

Interactive Drum Cafe Keynote

Session – Experience the

transformational journey

General Session, Wednesday @ 8:30AM

Pecha Kucha sessions to learn about the latest technology in 400 seconds

“Lunch & Learn” tables for a quick bite and intimate discussions

Tuesday at 12:30pm in the Grand Ballroom Wednesday at 12:40pm in the Grand Ballroom

Call Center IQube in the Expo

Hall - an ALL NEW interactive

experience Featuring behind

the scenes interviews with

awards finalists, speakers and more.

Look for the glass cube!

Grow your

network!

60% of the

companies are new

to CCW! More solution providers than ever

before sharing the latest technologies

that are driving the industry forward


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NEW THIS YEAR @ CCW NETWORKING ACTIVITIES

At an event this size,

we know it can be difficult

to find like-minded atten

dees who are either navigati

ng

the same challenges as you o

r have solutions and

/or

experiences that can

help you in your rol

e. Flair yourself

allows you to find the peo

ple most relevant to you

For peer-to-peer networking,

detailed agenda, floor plans

and sponsor information;

download the Mobile App.

Expo Hall HoursWednesday, June 17th 7:00AM-7:15PM

Thursday, June 18th 7:15AM-3:30PM

Get signatures from participating sponsors for a chance to win amazing prizes, including $1,000

cash. The Prize drawing will take place 2:55PM on June 18th in the

Wifi lounge!

Questions? Stop by

the mobile app

kiosk, outside

the Exhibit H

all..

Exclusive to fu

ll conference

attendees on

ly.

Share you top challenge with your peers . . .

. . . and place it on the challenge board. Located

near registration.

Flair

Yourself! at the

Registration

desk

Take and share photos

on the

mobile app & Instagram

for

a chance to win! See page 11

for details!

#callcenterweek

LOOK FOR ME

#CallCenterWeek

CCW Booking Signings!

Located in Track F: Call Center IQube in the Expo Hall

WEDNESDAY, JUNE 17th

10:45AM Exclusive Drum Signing by Drum Cafe

2:05PM JC Quintana - “Speaking Frankly about Customer Relationship

Management”

THURSDAY, JUNE 18th

10:15AM Leo Minervini- “Baking with the Cake Boss”

1:30PM Karin Hart-“Overcoming an Imperfect Boss”

Limited Quantities

2015 Cocktail Party Kick back with the CCW Team and reconnect with peers, sip spiked punch, capture some memories and dance in the Wi-Fi LoungeWednesday - 6:30pm in the Expo hall


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ABOUT THE VENUE Monday, June 15, 2015Master Class A Montego AFMaster Class B Montego BCDEMaster Class C Grand Ballroom DEContact Center University Bermuda

Tuesday, June 16, 2015Workshops D, H, & L Montego AFWorkshops E, I, & M Montego BCDEWorkshops F, J, & N Grand Ballroom DEWorkshops G, K, & O BermudaAwards Dinner & Gala Mirage Event Center C2

Wednesday, June 17, 2015 & Thursday, June 18, 2015Expo Hall Mirage Event Center ABGeneral Session Mirage Event Center CTrack A Mirage Event Center C1Track B Mirage Event Center C2Track C Mirage Event Center C3Track D Montego AFTrack E Montego BCDETrack F/Call Center IQube Mirage Event Center ABConference Luncheon Grand Ballroom & Mirage Event Center ABLuncheon Dessert & Coffee will be served in the Expo Hall

Speaker Registration & Ready Room

2016 Booth Draft Wi-Fi Lounge

Track F:IQube

Registration & Mobile App

Kiosk Conference

Lunch Location

Conference Lunch LocationThe Conference Luncheon will be served buffet style in two locations: Outside the Mirage Event Center, with seating located in the Expo Hall and within the Grand Ballroom. Cupcakes and Coffee will be exclusively served in the Expo Hall.

ROUNDTABLE LOCATION KEYRoundtable 1 St Thomas A

Roundtable 2 St Thomas B

Roundtable 3 Antigua A

Roundtable 4 Antigua B

Roundtable 5 Jamaica A

Roundtable 6 Jamaica B

Roundtable 7 Trinidad A

Roundtable 8 Trinidad B

Roundtable 9 Grand D


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INTERACTIVE SESSIONS ROUNDTABLESRoundtables are extremely popular and space is limited. Be sure to arrive early to get a spot. These roundtable discussions provide an open and collaborative forum to discuss your current challenges and opportunities.

LUNCH & LEARN TOPICS The fi rst 10 tables in the Grand Ballroom will have assigned lunch & learn topics. Review the topics, sit at the table with the corresponding number and let the networking begin. Not interested in the lunch & learn discussions? Additional lunch seating is also available in the Expo Hall.WEDNESDAY, JUNE 17, 2015 1. Taking Contact Centers to the Next Level – Driving Profi tability to your Business Richard Coakley, Vice President, Rockland Trust2. Special Tech Support Session: Evolution in the Center – A Customer Experience Story Joe Macchiarella, Vice President of Technical Support, Stratix Corporation3. Philosophy Toward Staff Attendance and Tying it Back to Culture Scott Morrison, Director, Sutter Physician Services 4. Getting the Most out of your Call Center Week Experience – from a Speaker/Attendee that has attended 9 events! Kimberly Warrick, Client Services Manager, NJ Shares/Verizon5. Philosophy toward Staff Attendance and Tying it Back to Culture6. Global Contact Center Strategies7. Omni Channel Service Excellence8. Attracting and Retaining Talent9. Improving Customer Engagement and Loyalty through Social and Digital Media10. Customer Intelligence and Analytics

THURSDAY, JUNE 18th, 2015 1. Employee Engagement = Customer Engagement Cindy Miller, Global Leader Customer Service, Quick International2. Creating a Culture that Inspires World-Class Performance and Service Excellence Steve Chambers, Sr. Director of Operations – Patient Service Center, Sutter Physician Services3. Acting on Customer Insights Adam Schmitt, Director, Macy’s 4. Employee Training and Career Pathing 5. Hiring Multi-Skilled Agents 6. Managing the Millennials 7. Proactive Customer Engagement Strategies 8. Self Service Strategies for Improving Engagement and Reducing Costs 9. The Call Center of Tomorrow - What Tools/Strategies Should you be Securing Now 10. Canadian Contact Center Challenges

Wednesday, June 17th at 11:35AM Thursday, June 18th at 11:50AM

PERSONALIZING YOUR CUSTOMER INTERACTIONS Hosted by:

IMPROVED QUALITY ASSURANCE AND CUSTOMER ENGAGEMENT WITH LIVE VOICE ANALYTICS Hosted by:

CLEVER WAYS TO DELIVER EFFORTLESS CUSTOMER SERVICE Hosted by:

TURNING CUSTOMER FEEDBACK INTO CUSTOMER HAPPINESS Hosted by:

MULTI CHANNEL COMMUNICATION IN A DIGITAL WORLD Hosted by:

REVOLUTIONIZING YOUR CUSTOMER EXPERIENCE OVER SOCIAL MEDIA Hosted by:

PERFECTING CUSTOMER EXPERIENCE EVERY STEP OF THE CUSTOMER JOURNEY Hosted by:

SUPPORTING THE CONNECTED CONSUMER IN A MULTI-CHANNEL ENVIRONMENT Hosted by:

STRATEGIES FOR TAKING YOUR CUSTOMER EXPERIENCE TO THE NEXT LEVEL Hosted by:

OPTIMIZED AND PRIME: HOW BIG DATA IS TRANSFORMING CALL CENTERS Hosted by:

LIVE TEXTING CONVERSATIONS FOR CUSTOMER SUPPORT Hosted by:

REDUCING CUSTOMER CHURN THROUGH ACTIONABLE VOC INSIGHT CENTRALIZED IN CRM Hosted by:

IS YOUR CONTACT CENTER READY FOR THE CLOUD? Hosted by:

ARE MESSAGING APPS THE FUTURE OF PERSONALIZED CUSTOMER ENGAGEMENT? Hosted by:

HOW TO BOOST CUSTOMER EXPERIENCE WITH VOICE-ENABLED NATURAL DIALOG DESIGN? Hosted by:

MONITORING AND REPORTING FOR DATA DRIVEN DECISION MAKING Hosted by:

DOMINICAN REPUBLIC: COMPETITIVE ADVANTAGES TO CONSIDER WHEN NEARSHORING Hosted by:

AND CUSTOMER ENGAGEMENT

VOICE-ENABLED NATURAL DIALOG DESIGN?

COMPANY OVERVIEW

Does Your Customer Experience Set You Apart? Many of today’s market leaders consider customer experience as the only sustainable competitive advantage they have. These companies know that consistently delivering a great customer experience builds loyal and profitable customers, while also lowering operational costs. Other companies not in this leadership category often spend vast amounts of money creating compelling brand promises that their customer experience fails to deliver. These other companies very often let their legacy, out-of-date information systems and technology infrastructure dictate the level of customer experience they can provide, resulting in inconsistent, impersonal, and disconnected experiences. Today’s consumers demand a customer experience that is consistent, seamless, minimal effort, available over any channel, and personalized, recognizing who they are and what journey they are on. If they don’t get this experience, they move on. Learn how Genesys makes delivering a differentiated customer experience rapidly and easily attainable for companies of any size.

Genesys is the Leader in Customer Experience SolutionsThousands of companies and organizations of all sizes around the world rely on Genesys every day to delight customers by powering optimal customer experiences and journeys with the award-winning Genesys Customer Experience Platform. Genesys has experts who help organizations across many industries design and deliver optimal customer journeys, using people, processes and technology required to deliver the journey across all touchpoints, channels and interactions. Genesys experts combine strategic business insights with hands-on, practical experience gained from thousands of implementations to help you get to market faster, increase your productivity, and achieve measurable business results.

Since our inception in 1990, Genesys has been the pioneer in customer experience solutions. At the heart of the Genesys Customer Experience Platform is patented technology that allows companies to easily optimize the distribution, commonly called routing, of all interactions, cases and back office tasks in such a way that it delivers a highly differentiated customer experience and the lowest cost of operations. It does this by directly routing each specific item in priority order to the optimal person at any location or in any organization. The optimal person is someone who has the most appropriate skill set to engage in the activity and is available in an SLA acceptable time period. Additional business rules beyond skill and availability are simply added. This optimization delivers the highest first contact resolution and SLA adherence possible while also improving workforce efficiency and lowering cost of operations. As a result, you can align the customer experience you provide with the value a customer represents over all touchpoints, channels and interactions, including the adherence to back office work SLAs. This capability is part of the Genesys Customer Experience Platform, and along with the entire platform, delivers a differentiated customer experience that will increase your customer loyalty, reduce churn, increase revenue and lower cost.

Unleash The Power of Great Customer Experience“The business as a whole

benefits from the ability to better understand customers and their diverse needs, and by empowering our workforce to proactively support customers with the best experience possible.”

Jinger Jutla, Senior Manager for Enterprise Solutions, ICBC

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Kate BentleyManaging Director Years at CCW: 5

Jeff GandolfoSponsorship ManagerYears at CCW: 1

Kathleen McKayDirector of Operations, Large Scale EventsYears at CCW: 5

Lisa SchulmanExecutive ProducerYears at CCW: 10+

Simon CopcuttSponsorship Divisional DirectorYears at CCW: 4

Hannah HagerContent DirectorYears at CCW: 2

Amanda PowersDivisional Director, CCIQYears at CCW: 3

Todd SmithSponsorship Manager Years at CCW: 10+

Chris RitchieSponsorship Director Years at CCW: 1

The team at Call Center Week 2014

Brian CantorManaging Editor/ Director CCIQ OnlineYears at CCW: 5

Matthew GiampiccoloEvent ManagerYears at CCW: 2

Puja PankhaniaProducerYears at CCW: 1

Sara Schmalz Senior Event Manager Years at CCW: 1

Cassandra Fernandez Event ManagerYears at CCW: 1

Gahwui KimJr. Divisional Marketing DirectorYears at CCW: 3

Priscilla Regis Operations Director, Exchange Years at CCW: 2

Anita Sundaram Controller Years at CCW: 4

Olivia Wilson Sponsorship Manager, CCIQ OnlineYears at CCW: 2

MEET THE CCW TEAMAcross the CCW team, we have over 60 years of experience running Call Center Week. We are thrilled to continue supporting this community and help create an effective and memorable experience.

Welcome to#CallCenterWeek


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F R E S H M A N

J U N I O R

S O P H O M O R E

S E N I O R

MEET SOME OF YOUR “CLASSMATES”

Q: This is your fi rst time attending CCW. What are you most excited about?A: I’m excited to learn about what I don’t know

Q: What are you looking to gain from CCW?A: I’m looking forward to gleaning new strategies from speakers, sponsors and attendees

Q: What did you like most about last year’s event?A: It was a great opportunity for vendor relationship building. Plus, the event has great variety and takeaways– You pick your own sessions.

Q: What are you looking forward to this year?A: I’m really looking forward to the brand new lunch and learn sessions. In addition, I will be following up with some of the sponsors I met with last year.

Q: You recently attended the IQPC Tech Support and Help Desk Summit. What are you looking to gain from your participation at CCW?A: I’m looking for the latest call center technology advancement and hearing about strategies for increasing effi ciencies and effectiveness

Q: What is your greatest challenge right now?A: We are facing increased demand for mobile support from b to b customers. This has led to a challenge with sourcing people with the rights skills for handling the demand.

Sam DiLiberto VP, Contact Solutions AMERICAN CUSTOMER CARE

Todd MillerDirector, Customer & Technical SupportRICOH AMERICAS

Josh SextonCustomer Care ManagerLIBERTY UTILITIES – CENTRAL

Richard Coakley Vice President ROCKLAND TRUST

Q: How many Call Center Weeks have you attended?A: I’ve attended at least 12 events and have exhibited 7 years in a row.

Q: What brings you back to CCW year over year?A: CCW gets the decision makers and the level of people we want to interact with. We meet both potential customers and partners.

Q: What has been your overall impression of your CCW experience?A: CCW is a home run for us. That’s why we get a double booth. I’m married to the event. Everyone expects me to be there and my clients and friends all go.


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CCW MOBILE APP Download the Call Center Week Mobile App Sponsored by Minacs to:

• Check-in and comment on sessions in the activity feed• Post Event Photos• Exchange Contacts and Connect with the CCW Community• View a list of Speakers with Photos and Bios• View the list of Sponsor Descriptions and Booth Numbers• Access the Conference Agenda• Read Downloadable Content• Join Call Center IQ• and more!

The top male and female leaderboard winners will be crowned the Mobile App King and Queen at the cocktail reception on June 17th. They will also win an $100 Amex Gift Card prize.

Class of 2015, there are so many ways to stay connected with your community during Call Center Week. For a truly interactive experience, make sure to live Tweet key takeaways, share event photos and comment on sessions in the mobile app. Also, keep connected throughout the year through all of our social media platforms!

LET'S GET SOCIAL!

MEETING CONCIERGE Hosted by In the Chat Have a question for the CCW Team but don’t want to leave a captivating session? Take advantage of the Meeting Concierge service, hosted by In the Chat. By texting your question to 898482*,a CCW staff member will get back to you promptly.

*Standard message rates may apply. 1-3 messages per user request. Text HELP for help, INFO for more info, STOP to cancel. For terms and privacy policy, see inthechat.com/privacypolicy

www.linkedin.com/groups/Call-Center-Week-119551

@CallCenterWeek #CallCenterWeek

Text Meeting Concierge:898482*

www.facebook.com/callcenterweek

www.youtube.com/iqpconline

Search Call Center Week in Google Play or Apple Store for the Mobile App

@CallCenter_IQ @CallCenterWeek #CallCenterWeek#CCIQube

TXT

Business Results. By Design.

Sponsored by:

Have a question for the CCW Team but don’t want to leave a

CHANCETO WIN!

Text Questions to 898482*


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PHOTO SCAVENGER HUNT

During the following times, put on a big smile, take a photo and upload it to the mobile app. The CCW team will select the best photo and the winner for each category will be awarded a $50 gift card. Claim your prize at the registration desk! For attendees without access to the mobile app, including the expo-only guests, we didn’t forget about you. Partake in photos 1-4. Upload your photos on Instagram and use the hashtag #CallCenterWeek with #PhotoHuntNumberX for a chance to win.

Stop by the Instagram Kiosk in the Wi-Fi lounge toprint any photos posted to #CallCenterWeek for a keepsake.

� PHOTO 1: This Category is also open to Expo-only guests using Instagram JUNE 17TH – 18TH ALL DAY

VISIT THE CALL CENTER IQube Check out the Call Center IQube brought to you by Call Center IQ in the expo hall – Look for the glass cube! Take a photo inside the IQube and upload it to the mobile app or Instagram.

WINNER ANNOUNCED: June 18 during the afternoon networking break in the Expo Hall, look for your photo on the big screen

� PHOTO 2: This Category is also open for Expo-only guests using Instagram JUNE 17TH – 18TH ALL DAY BECOME A CALL CENTER IQ MEMBER Stroll over to the IQube and sign up to be a Call Center IQ member at the iPad kiosk. Take a selfi e in front of the iPad kiosk and upload it to the mobile app or Instagram.


� PHOTO 3: This Category is also open for Expo-only guests using Instagram JUNE 17TH – 18TH ALL DAY YOUR FAVORITE EXHIBITOR! Who’s your favorite exhibitor in the CCW expo hall? Take a photo with your favorite exhibitor and upload it to the mobile app or Instagram!


� PHOTO 4: This Category is also open for Expo-only guests using Instagram JUNE 17TH – 18TH ALL DAY GROUP SELFIE Take a group selfi e with at least 4 fellow attendees anywhere at Call Center Week wearing your badge and upload it to the mobile app or Instagram for a chance to win.


� PHOTO 5 JUNE 17TH 7:00AM – 8:30AM FLAIR YOURSELF Call Center Week has provided buttons to self-identity your industry, call center type and call center size. Take a photo of yourself with your fl are and upload the photo to the mobile app by 8:30AM for a chance to win!

WINNER ANNOUNCED: June 17th at the beginning of the IQube launch at 10:15AM.

� PHOTO 6 JUNE 17TH 12:30PM – 2:00PM LUNCH AND LEARNS Take advantage of this new learning format and post a photo to the mobile app of you and your lunch & learn peers by 2PM for a chance to win.

WINNER ANNOUNCED: June 17th at the beginning of the afternoon keynote session starting at 5:30PM.

� PHOTO 7 JUNE 17TH 7:00AM – 7:15PM PHOTO “BOOTH” Take a photo in the photo “booth” located in the Wi-Fi lounge. Make sure to use the props for extra points! WINNER ANNOUNCED: June 18 during the chairperson’s opening remarks

� PHOTO 8 JUNE 17TH 6:15PM – 7:15PM CCW CLASS OF 2015 REUNION RECEPTION Join us in the Expo Hall for a drink! Special thanks to our specialty bar sponsors Invest North Ireland (booth #104), Interactive Intelligence (booth #603), and CEI-RD (booth #227/328). Take a photo in their booth and share it on the mobile app. WINNER ANNOUNCED: June 18 during the chairperson’s opening remarks

� PHOTO 9 JUNE 18TH 7:00AM -10:30AM CCW MOBILE APP Take a photo with the CCW mobile app sponsor Minacs (booth #116) and upload the photo by 10:30AM.

WINNER ANNOUNCED: June 18th at the beginning of the keynote session starting at 11:00AM.

� PHOTO 10: This Category is also open for Expo-only guests using Instagram JUNE 18TH 10:30AM-2:55PM CCW AUTOGRAPH BOOK Have you fi lled out your CCW autograph book? Take a photo with your CCW autograph book and upload to the mobile app by 2:55PM. WINNER ANNOUNCED: June 18 during the afternoon networking break in the Expo Hall, look for your photo on the big screen

Expo-only Guests! Upload photos 1-4 using the #callcenterweek for your chance to win! *Sponsors & Exhibitors are encouraged to participate in the fun but not eligible to win.

HOW TO PLAY

JUNE 17TH – 18TH ALL DAY

JUNE 17TH – 18TH ALL DAY BECOME A CALL CENTER IQ MEMBER

JUNE 17TH – 18TH ALL DAY YOUR FAVORITE EXHIBITOR!

JUNE 17TH – 18TH ALL DAY GROUP SELFIE

Upload photos 1-4 using the #callcenterweek for your

JUNE 18TH 10:30AM-2:55PM CCW AUTOGRAPH BOOK

CCW Photo “Booth” Keepsake On Wednesday, June 17th, CCW will have a photogra-pher located in the Wi-Fi lounge during all networking breaks to take souvenir photos. The photos will be posted to @CallCenterWeek on Instagram. You can also use one of the selfi e sticks to take your own photos and post directly to Instagram. All photos posted using #CallCenterWeek can be printed via the photo kiosk.

Photo “Booth” Photographer Hours:Wednesday, June 177:00AM-8:00AM 10:30AM-11:30AM3:40PM- 4:40PM 6:15PM-7:00PM

Use the Call Center Week photo frames for extra points!

#CallCenterWeek #PhotoHuntNumber1

Master Class B CULTURE

Montego BCDE

8:30AM-4:30PM THE FISH! PHILOSOPHY CATCH THE ENERGY AND RELEASE THE POTENTIAL Deena Ebbert, Offi cial Ambassador & Expert Trainer, The FISH! Philosophy

12:30PM NETWORKING LUNCHEON

MASTER CLASSES MONDAY, JUNE 15, 2015 Master classes are booked a la carte and pre-selected, consult the back of

your badge or a CCW Team member to confi rm your master class access.

7:00AM MASTER CLASS REGISTRATION

CCW has so many exciting activities throughout the week. Use this key to help navigate your way.

Registration

Coffee

Food & Drink

Cocktails

Networking

Expo Hall

Awards Ceremony Book Signing

Photo Scavenger Hunt

Master Class A CUSTOMER CENTRIC LEADERSHIP

Montego AF

8:30AM-12:30PMPART ONE: LEADERSHIP COMMUNICATION WITH PROJECT PLANS FOR RESOLUTIONLora Reinhardt, Professional Leadership Trainer, Club Services, Bluegreen CorporationPART TWO: CUSTOMER ENGAGEMENT –BEING A SHERPA FOR YOUR ORGANIZATIONDiane M. Magers, CCXP, Offi ce of the Customer, AT&T Business Services

12:30PM NETWORKING LUNCHEON

1:30PM-5:30PM VALUE IN THE VOICE OF THE CUSTOMERJim Nagle, VP Card Services Delivering Service Excellence, Kohl’s Department Stores, Inc

Master Class CCOACHING & ENGAGEMENT

Grand Ballroom D&E

8:30AM MODERATOR WELCOME

8:45AM BREAKTHROUGH THINKING ON EMPLOYEE ENGAGEMENT STRATEGIESThomas McCoy, Executive Director, Employee Engagement Institute

9:45AM MOVING THE NEEDLE ON EMPLOYEE ENGAGEMENT & PERFORMANCE EXCELLENCERandy Woehl, Manager of Organizational Development, and HR, Cartwright Companies; & Adjunct Professor, Avila University

10:30AM NETWORKING BREAK FEATURING BOOK SIGNING - EMPLOYEE ENGAGEMENT: THE FRAMEWORK FOR THE FUTURE

11:00AM EMPLOYEE ENGAGEMENT – 5 WAYS TO DELIGHT YOUR EMPLOYEESEric Berg, Co-Founder and Executive Board, Member, Contact Center Association & Columnist

11:45AM TIME TO PLAY A GAME AND HAVE SOME FUN – CUSTOMER CAREOPOLY Joe Arsenault, Senior Director, Time Warner Cable

12:30PMNETWORKING LUNCHEON

1:00PM WHY THE CUSTOMER EXPERIENCE MATTERS AND WHAT YOU CAN DO ABOUT ITSteve Riddell, Chief Sales Offi cer, Blinds.com

FEEDBACK!

CCW has so many exciting activities throughout the week. Use this key to help navigate your way. Agenda Key


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BONUS CONTENT: Contact Center UniversityOpen to all master class attendees. If you are interested in skill development and in-depth training led by corporate practitioners, then this is for you. These sessions will be 90 minute interactive skill development courses.

11:00AM-12:30PM FOCUS: TEAMS, ROLES, REVIEWS, REWARD AND RECOGNITION Faculty Instructor: Terry Lang, VP Retail Customer Care, Comerica Bank

12:45PM-2:15PM FOCUS: WORKFORCE OPTIMIZATIONTALENT: HIRE STAFF FOR RETENTIONFaculty Instructor: Cippy Seidler, Director of Call Center, Banner Health

2:30PM-4:30PM FOCUS: MULIT-CHANNEL EXECUTIONCHANNEL CONNECTIONS: THE R&D TO RECEIVE & DISTRIBUTE MULTI-CHANNEL WORKLOADFaculty Instructor: Steve Bland, Manager, Agent Care, CNO Financial Group

Rotunda

Bermuda

We want to hear from you! Don’t forget to complete the feedback form found in the centerfold of your guide.

Turn in your evaluation to be entered into prize drawing for . . . $500

PRE-CONFERENCE EVENTSTUESDAY, JUNE 16, 2015 Workshops and Site Tours are booked a la carte and pre-selected. Consult the

back of your badge or a CCW Team member to confi rm your access.

ZAPPOS.COM FAMILY SITE TOUR

PRE-CONFERENCE WORKSHOPS

Call Center Week Excellence Awards Cocktail and Dinner


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GROUP 1: 7:30AM-8:00AM REGISTRATION 8:00AM-10:30AM ZAPPOS.COM SITE TOUR

7:00AM REGISTRATION FOR WORKSHOPS D, E,F AND G

11:00AM REGISTRATION FOR WORKSHOPS H, I J AND K

2:15PM REGISTRATION FOR WORKSHOPS L, M, N, O

5:30PM WORKSHOPS CONCLUDE

8:00AM WORKSHOPS D-G

11:15AM WORKSHOPS H-K

2:30PM WORKSHOPS L- O

GROUP 2: 10:30AM-11:00AM REGISTRATION 11:00AM-1:30PM ZAPPOS.COM SITE TOUR

back of your badge or a CCW Team member to confi rm your access.

6:00PM CALL CENTER WEEK EXCELLENCE AWARDS CEREMONY The awards will take place in the Mirage Event Center C2 Join your industry for an evening of celebration and entertainment as we recognize those organizations and individuals who are championing customer-centricity.*Awards tickets are purchased separately, check at the registration desk for rates and availability.

Hosted by:

Master of CeremoniesOz PearlmanRenowned Magician & Mentalist

WORKSHOP D: REINVENTING YOUR ORGANIZATION WITH DIGITAL CUSTOMER ENGAGEMENTDeborah Alvord, Global CX Transformation, Hewlett Packard

WORKSHOP H: ADVANCED WORK AT HOME STRATEGIES FOR CALL CENTERS AND SUPPORT FUNCTIONSBob Webb, VP Sales, Pipkins

WORKSHOP L: CALL CENTER QUALITY, PERFORMANCE, AND WORKFORCE OPTIMIZATION MANAGEMENT BEST PRACTICESPatrick Botz, VP, Workforce Optimization, VPIGreg Cummings, Director of Solutions Consulting, VPI

WORKSHOP E: INTUITIVE AND INTERACTIVE SELF SERVICE: HOW TO MEET TODAY’S CUSTOMER EXPECTATIONSChad Wright, Chief Technology Offi cer, MicroautomationPat Mustico, Director of SalesMicroautomationJason Domsky, Principal Solutions Architect, Microautomation

WORKSHOP I: IGNITE EMPLOY-EE ENGAGEMENT AND BOOST AGENT RETENTIONChristopher Mulligan, CEO, TalentKeepers

WORKSHOP M: START THINKING LIKE YOUR CUSTOMER AND STOP YOUR BOTTOM LINE FROM WALKING OUT THE DOORLou Altman, CEO, Lead Trainer, Next Level

WORKSHOP F: BENCHMARKING YOUR CX ORGANIZATION - HOW DOES YOUR COMPANY STACK UP?Mark Belcher, VP of Client Services and US Operations, SPi Global

DC Lyons, Sr. Director of Consumer Direct Operations, telefl ora©

WORKSHOP J: GAMIFICATION – TRANSFORMING THE CALL CENTERMolly Kittle, VP of Digital Strategy, Bunchball

WORKSHOP N: MITIGATING TCPA CHALLENGES – DIALING WITH CONFIDENCEMayur Anadkat, Director of Product Marketing, Five9Ken Sponsler, VP and General Manager, CompliancePoint

WORKSHOP G: TRANSFORMATIONAL SERVICE AND PROFIT PERFORMANCE THROUGH YOUR FRONTLINEGeoffrey Toffetti, President and CMO, Frontline Performance GroupKen Stellon, EVP, Frontline Performance Group

WORKSHOP K: MOBILE CUS-TOMER SERVICE – CREATING EXPERIENCES THAT MEETS THE EXPECTATIONS OF MODERN CONSUMERSAl Cook, Director of Product Marketing, TwilioAri Sigal, Product Marketing Manager, Twilio

WORKSHOP O: BUILDING YOUR CUSTOMER SERVICE STRATEGY FOR THE POST-VOICE ERARobert LoCascio, CEO & Founder, LivePerson

Workshops D, H, & L Montego AFWorkshops E, I, & M Montego BCDEWorkshops F, J, & N Grand D&EWorkshops G, K, & O Bermuda

ROOM KEY:

INSPIRE. UNITE. IGNITE.

7:00AM REGISTRATION & MORNING COFFEE Put on your fl air, grab a cup of coffee and your autograph book so you can begin exploring the Expo Hall.

8:00AM WELCOME TO CALL CENTER WEEK Lisa Schulman, Executive Program Director &

Summit Innovation Offi cer, Call Center IQ

8:15AM CHAIRPERSON’S OPENING REMARKS Gary Barnett, SVP & GM, Engagement Solutions, Avaya

8:30AM DRUM CAFE – AN INTERACTIVE TRANSFORMATIONAL EXPERIENCE

9:30AM KEYNOTE: LIVING THE CULTURE – PEOPLE ARE THE SECRET SAUCE

Nell Williams, SVP, Global Sales and Customer Care, Marriott International

10:15AM CALL CENTER IQUBE LAUNCH AND PECHA KUCHA PREVIEW Learn about the latest content feature at CCW!

Brian Cantor, Director, Call Center IQ Judi Brenstein, VP, COPC

10:30AM MORNING NETWORKING BREAK & CALL CENTER IQUBE OPENING IN THE EXPO HALL

Do not miss this chance to get a drum signed by our Drum Café leaders, followed by a Q&A Interview Session with Becky Ploeger, VP Digital Commerce Customer Care Delivering Service Excellence!,

Kohl’s Department Stores, Inc

11:30AM TRANSITION TO ROUNDTABLES

11:35AM MODERATED ROUNDTABLE DISCUSSIONS Our peer to peer roundtable sessions are designed to provide an open forum to discuss your challenges and opportunities. The roundtables provide you with a collaborative environment for digging deeper into your pressing business concerns. This is your opportunity to pick the topic that best meets your needs. See page 7 for topics and locations.

12:25PM TRANSITION TO NETWORKING LUNCHEON

12:30PM NETWORKING LUNCHEON WITH LUNCH & LEARN TOPICS

The conference luncheon will take place in the Expo Hall and Grand Ballroom. Interested in the Lunch & Learn topics? Check out page 7 and head to the Grand Ballroom

2:00PM TRANSITION TO TRACK SESSIONS Track Sessions: You can move between tracks as much as you’d like; this is your experience to customize.


14

MAIN CONFERENCEWednesday, June 17, 2015

3:40PM

2:55PM

AFTERNOON NETWORKING AND REFRESHMENT BREAK IN THE EXPO HALL. Here’s your chance to follow our “cheat sheet” on pages 32-45 and visit the solution providers that best meet your current and future technology needs.

2:05PM

2:15PM

3:00PM

TRACK CHAIR OPENING

BUILDING YOUR TEAM’S FUTURE THROUGH COACHING, LEADING AND TRENDING – FEATURING GAMIFICATIONCurt Behle, ITSM Leader, Zions Bancorp

CASE STUDY – QUALITY IS THE CORNERSTONE OF A GREAT CUSTOMER EXPERIENCESue Peyer, Director, National Sales Quality & Process, Cox CommunicationsRalph Barletta, EVP and Co-Founder, Knoah Solutions

PERSONALIZING THE CUSTOMER JOURNEY IN THE DIGITAL ECONOMYMatt Allred, SVP, Citi Group

BELIEVING IN BETTER – HOW PERSONALIZATION & AGILITY TRANSFORMED SELF- SERVICE AT SKYDavid Tainton, Business and Channel Development Manager, British Sky Broadcasting (BskyB)Damian Kelly,VP Product, SpeechStorm

PERSONALIZING THE CUSTOMER EXPERIENCE ACROSS CHANNELSTroy Mills, Divisional VP,Customer Care Operations, WalgreensDan Klimpel, Director of Solution Architecture, Genesys

PANEL- GAME ON: GREAT CUSTOMER SERVICE STARTS WITHINModerator: Mayur Anadkat, Director of Product Marketing, Five9Panelists: Paul Bernardo, Director of IT, OnBrand24Tim Stacey, Director, Contact Center Strategy & Operations, LendingTreeDustin Schodt, Director, Customer Contact Center, Blood Systems Inc. Wasif Khan, Chief Information Offi cer, Invenio

TRACK CHAIR OPENING TRACK CHAIR OPENING

TRACK A: TRANSFORMATIONAL LEADERSHIP

Strategy, Change, Customer Centricity

Track Chairperson: Matt Wilbanks, CEO, Co-Founder, HelpSocial, Inc.

TRACK B: THE NEW CUSTOMER EXPERIENCE

Channels, Customer Preferences & Strategies that Match

Track Chairperson: Bob Azman, Chief Experience Offi cer, Avtex Consulting, Solutions, Inc.

TRACK C: WORKFORCE OPTIMIZATION

Agent Training, Performance Engagement & CultureTrack Chairperson: Chris Albro,

VP Customer Engagement, Zendesk

Mirage Event Center C1 Mirage Event Center C2 Mirage Event Center C3

5 MINUTE TRANSITION BETWEEN TRACK SESSIONS


15

MAIN CONFERENCENotes:

WEDNESDAY, JUNE 17TH 10:45AM EXCLUSIVE DRUM SIGNING BY DRUM CAFÉ Plus live entertainment by the famed mentalist & magician, Oz Pearlman

11:35AM HEAR FROM KOHL’S DEPARTMENT STORES Becky Ploeger, VP Digital Commerce Customer Care, Kohl’s Department Stores

12:05PM PECHA KUCHA SESSION: YTEL + INTELLIRESPONSE

12:30PM HOW TO OPTIMIZE SELF SERVICE FROM THE EYES OF THE CUSTOMER Julie Bergstedt, VP Claims Support Operations Services, Nationwide Laurel Elmore, AVP, Nationwide

1:00PM GAMIFYING CUSTOMER SERVICE TRAINING IS SERIOUS BUSINESS Carol Leaman, CEO, AXONIFY

1:30PM PECHA KUCHA SESSION: NODA INTERACTIVE + KELLY SERVICES

2:05PM JC QUINTANA BOOK SIGNING “SPEAKING FRANKLY ABOUT CUSTOMER RELATIONSHIP MANAGEMENT”

2:30PM JC QUINTANA, CUSTOMER STRATEGIES EXPERT AND INNOVATOR SESSION & COMEDY

3:00PM IMPROVING METRICS BY FUSING TECHNOLOGY AND ANALYTICS Chris Crowley, Chief Sales Offi cer, Alorica

Make sure to stop by Track F:

Print photos at the photo kiosk

Post photos to the App & Instagram for

Get a specialty cocktail during the Reunion Reception

the photo hunt #CallCenterWeek

Call Center IQube

TRACK F:Mirage Event Center AB

MOBILE CALLS & CLICKS: CONNECTING WITH CUSTOMERS ON THEIR TERMSChris Vennard, Global Product Lead, Google

CASE STUDY – DRIVING STRATEGIC GOALS AND OBJECTIVESTodd Young, Senior Director, Ferguson EnterprisesMatt Holbrook, Senior Contact Solutions Architect, CDW

CREATING A KNOWLEDGE MANAGEMENT SYSTEM TO SUPPORT CUSTOMER ADVOCACYKevin Blackburn, Senior Leader, Innovation and Technology – Learning and Performance Improvement, Express ScriptsSteve Pfeilsticker, Business Systems Leader Learning & Performance Improvement - Innovation & Technology, Express Scripts

HOW NATIONWIDE SAVED $ MILLIONS USING THE CX TO DRIVE CALL CONTAINMENTJulie Bergstedt, VP Claims Support Operations Services, NationwideLaurel Elmore, Associate VP, NationwideJackie Potts, Engagement Lead, Convergys Analytics


TRACK D: SEAMLESS CUSTOMER CONNECTIONS

Technology Innovation & Service DeliveryTrack Chairperson: Stephen M. Riddell,

Chief Sales Offi cer, Blinds.Com

TRACK E: DATA & ANALYTICS

Measurement, Decision-Making & Metrics

Conference Chairperson: Chris Crowley, Chief Sales and Marketing Offi cer, Alorica

Montego AF Montego BCDE






Agent Training, Performance Engagement & Culture

MAIN CONFERENCE

KEYNOTE SPOTLIGHT


16

4:45PM

5:30PM

6:15PM

STRATEGIC WORKFORCE TRANSFORMATION – A ROADMAP FOR THE FUTUREJohn Wolf, Chief Technology Offi cer, Intradiem

Ben Chacko, Customer Experience Support Manager, Harte Hanks

KEYNOTE: CUSTOMER SERVICE EVOLUTION: HARNESSING VOICE OF CUSTOMER ANALYTICS TO DRIVE BETTER BUSINESS RESULTSAlexis Chapman, Director Operations, ONE KINGS LANEEric Head, Senior Director, FORESEE BY ANSWERS

CLASS OF 2015 COCKTAIL PARTY IN THE EXPO HALLJoin us in the Expo Hall for an exciting evening reunion reception. Grab a drink, get your photo taken and dance to the Wi-Fi Lounge DJ! Make sure to post to the mobile app as we will be crowning the King and Queen! Specialty drinks include Spiked Punch! Check the Expo Map on page 24-25 for bar locations.

CUSTOMER LIFETIME VALUE – ENHANCING LONG TERM CUSTOMER EXPERIENCEKellie Adlof, VP Service Operations, CignaMindy Lamb, Head of Operating Effectiveness – Customer Experience, Cigna

SCALING YOUR CONTACT CENTER AT THE SPEED OF BUSINESSStephanie Dorman, VP, Support & Training, Mediaocean

DRUM CAFE Wednesday, June 17 at 8:30AM

MOST LIKELY TO

BE UNFORGETTABLE

MOST LIKELY TO BE THE

CULTURE PROTECTOR

NELL WILLIAMSSVP, Global Sales and Customer Care Marriott InternationalWednesday, June 17 at 9:30AM TOPIC: LIVING THE CULTURE – PEOPLE ARE THE SECRET SAUCE

LEO MINERVINI Chief Information Offi cer, Carlo’s Bakery, home of TLC’s hit show Cake BossThursday, June 18 at 8:45AMTOPIC: THE SYNERGY BETWEEN IT AND CUSTOMER SERVICE: STREAMLINING

YOUR CUSTOMER-CENTRIC BRAND

4:40PM

5:25PM

5 MINUTE TRANSITION TO TRACK SESSIONS

5 MINUTE TRANSITION TO GENERAL SESSION


Technology Innovation & Service Delivery



CHRIS L. GILLEN Former VP, Asset Protection and

Customer Care, Toys”R”UsThursday, June 18 at 9:30AM

TOPIC: CREATING AN EFFORTLESS EXPERIENCE BETWEEN BRICK & MORTAR AND DIGITAL: HOW RETAIL IS REVOLUTIONIZING THE

SERVICE EXPERIENCE WHENEVER, WHEREVER

MAIN CONFERENCE


17

Whiskey Bar Hosted by:

Rum Bar Hosted by:

Champagne & Strawberries Hosted by:

ACHIEVE SUPERIOR CUSTOMER EXPERIENCE WITH CLOUD Bob Zukis, Senior Director, Genband Reza Soudagar, Senior Director Customer Engagement and Commerce Solutions, SAP

HOW A CALL CENTER ELIMINATED OVER 400,000 MINUTES IN HOLD-TIMEGibbs Jones, SVP Customer Experience, Suddenlink CommunicationsShai Berger, Co-Founder & CEO, Fonolo

3:40PM INSIGHTS INTO BUILDING GREATNESS: A Q&A WITH OUR AWARDS FINALISTS 4:40PM CALL CENTER IQUBE WEDNESDAY WRAP UP Brian Cantor, Managing Editor, Call Center IQ

MOST LIKELY TO INTEGRATE SEAMLESSLY

MOST LIKELY TO LEAD

INTEGRATED TOUCHPOINTS

MOST LIKELY

TO DRIVE GROWTH

TERESA CHIPPS VP of Marketing

Western UnionThursday, June 18 at 11:00AM

TOPIC: TRANSFORMING THE CUSTOMER EXPERIENCE FROM THE INSIDE OUT

LEO MINERVINI Chief Information Offi cer, Carlo’s Bakery, home of TLC’s hit show Cake BossThursday, June 18 at 8:45AMTOPIC: THE SYNERGY BETWEEN IT AND CUSTOMER SERVICE: STREAMLINING

YOUR CUSTOMER-CENTRIC BRAND

: TRANSFORMING THE CUSTOMER

7:15AM REGISTRATION & COFFEE IN THE EXPO HALL

8:15AM CALL CENTER IQ RECAP OF YESTERDAY

8:30AM CHAIRPERSON’S OPENING REMARKSGary Barnett, SVP & GM, Engagement Solutions, Avaya

8:45AM KEYNOTE: THE SYNERGY BETWEEN IT AND CUSTOMER SERVICE: STREAMLINING YOUR CUSTOMER-CENTRIC BRAND Leo Minervini, Chief Information Offi cer,

Carlo’s Bakery, home of TLC’s hit show Cake Boss

9:30AM KEYNOTE: CREATING AN EFFORTLESS EXPERIENCE BETWEEN BRICK & MORTAR AND DIGITAL: HOW RETAIL IS REVOLUTIONIZING THE SERVICE EXPERIENCE WHENEVER, WHEREEVER

Chris L. Gillen, Former Vice President, Asset Protection and Customer Care, Toys”R”Us

10:15AM MORNING NETWORKING BREAK AND BOOK SIGNING IN THE EXPO HALL Don’t miss the BOOK SIGNING by Leo Minervini Baking with the Cake Boss: 100 of Buddy’s Best Recipes and Decorating Secrets followed by by more content in the IQcube.

11:00AM TRANSFORMING THE CUSTOMER EXPERIENCE FROM THE INSIDE OUT

Teresa Chipps, Vice President of Marketing, Western Union

11:45AM 5 MINUTE TRANSITION TO ROUNDTABLE SESSIONS

11:50AM MODERATED ROUNDTABLES Our peer to peer roundtable sessions are designed to provide an open forum to discuss your challenges and opportunities. The roundtables provide you with a collaborative environment for digging deeper into your pressing business concerns. This is your opportunity to pick the topic that best meets your needs. See page 7 for topics and locations.

12:40PM NETWORKING LUNCHEON AND LUNCH & LEARN The conference luncheon will take place in the Expo Hall and Grand Ballroom. Did you miss yesterday’s Lunch & Learn topics? Check out page 7 and head to the Grand Ballroom

2:00PM TRANSITION TO TRACK SESSIONS Track Sessions: You can move between tracks as much as you’d like; this is your experience to customize.

MAIN CONFERENCEThursday, June 18, 2015

2:05PM

4.10PM

4:55PM

2:15PM

2:55PM

TRACK CHAIR OPENING

CONCLUDING PANEL: THE FUTURE OF CUSTOMER SERVICE Panelists: Colleen Mullens, SVP of Customer Service, Asurion

END OF 2015 CALL CENTER WEEK! SEE YOU NEXT YEAR.

AFTERNOON NETWORKING BREAK AND PRIZE DRAWING IN THE EXPO HALL Turn in your complete autograph book for a chance to win big.

PERSONALITY MATTERSRichard Dresden, EVP, Mattersight Ryan Swanger, SVP Sales, MattersightRhonda Hammond, VP, Corporate Operations, TriWest HealthCare Alliance

TRANSFORMING CUSTOMER EXPERIENCE: UNDERSTANDING MULTI- CHANNEL TO DELIVER SEAMLESS SELF-SERVICEDavid Freedman, Director, I.T. Customer Service, GE Capital

CUSTOMER HAPPINESS & EMPLOYEE ENGAGEMENT IN A VIRTUAL WORLDPatrick Cheeseman, Head of Customer Support, HotelTonight




Track Chairperson: Matt Wilbanks, CEO, Co-Founder, HelpSocial, Inc.



Track Chairperson: Bob Azman, Chief Experience Offi cer, Avtex Consulting, Solutions, Inc.


Agent Training, Performance Engagement & CultureTrack Chairperson: Chris Albro,

VP Customer Engagement, Zendesk

Mirage Event Center C1 Mirage Event Center C2 Mirage Event Center C3


18

3:30PM START YOUR TREK TO REACH AN OMNI-CHANNEL NIRVANAJessica Kaufman, Sr. Manager of Operations Support, Blue Shield of California (BSC)

CREATIVE STRATEGIES FOR ENHANCING AGENT TRAINING Isabelle Vautier, Head of Innovation, Electricité de France (EDF)

SMALLER CALL CENTER CASE STUDY: “SMART PROJECT” FOR MEETING CUSTOMER GENERATIONAL NEEDS AND IMPROVING EFFICIENCIESTodd Miller, Director Customer and Technical Support, RICOH Americas

Steven Blessing, Senior Vice President, Capital One Bank

MAIN CONFERENCE

Notes:

Attend a roundtable discussion

Attend a lunch and learn session

Get my autograph book filled to win prizes!

Attend the closing panel

Alexander Wareham, Leader - Manager, Planning, Analytics, and Quality, AAA Western and Central NY

DELIVERING HIGH VALUE TRANSFORMATIONS -THE NEXT GENERATION OF INTELLIGENT ROUTING AND SELF SERVICEChad Svihel, CS Technology, Director, Enterprise Producers, EBAY Inc.

KNOWLEDGE-CENTERED SUPPORT: FROM IT TO THE BUSINESS Steve McMillan, Executive Director Enterprise Knowledge Management, Apollo Education GroupBrandon Dennis, MBA, Knowledge Manager, Enterprise Knowledge Management, University of Phoenix



Technology Innovation & Service DeliveryTrack Chairperson: Stephen M. Riddell,

Chief Sales Offi cer, Blinds.Com



Conference Chairperson: Chris Crowley, Chief Sales and Marketing Offi cer, Alorica

Montego AF Montego BCDE


19

ENHANCING THE CUSTOMER JOURNEY THROUGH EFFORTLESS EXPERIENCESEric Newton, Service Guru, CareerBuilderMichael Taylor, Senior Director, Customer Success and Support, CareerBuilder

IMPROVING QUALITY MANAGEMENT – TRANSLATING FEEDBACK INTO ACTIONABLE DATA Troy White, Service Delivery Executive, The World Bank

THURSDAY, JUNE 18TH10:15AM LEO MINERVINI BOOK SIGNING

11:00AM CALL CENTER WEEK EXCELLENCE AWARDS JUDGES AND ADVISORY BOARD MEMBERS Colleen Mullens, SVP of Customer Service, Asurion

Stephen M. Riddell, Chief Sales Offi cer, Blinds.com, A Home Depot Company

Loren Moss, Editor in Chief: Customer Experience Report Senior Business Services Analyst: Nearshore Americas, Managing Editor: Global Delivery Report

Deborah Alvord, Customer Engagement Management, Hewlett-Packard Company

Terry Lang, Vice President Retail Customer Care, Comerica Bank


1:30PM KARIN HURT BOOK SIGNING “OVERCOMING AN IMPERFECT BOSS”

2:00PM BRINGING CUSTOMER CARE TO LIFE ACROSS CHANNELS Teresa Chipps, VP of Marketing, Western Union

3:00PM UNDERSTANDING METRICS THAT MATTER IN A MULTI- CHANNELWORLD Chris Albro, VP Customer Engagement, Zendesk

3:30PM CALL CENTER IQUBE CLOSING Brian Cantor, Managing Editor, Call Center IQ

SIGNING “OVERCOMING

TRACK F:Mirage Event Center AB


POST CONFERENCE DAY


20

Friday, June 19, 2015All site tour participants should meet at the North Valet, past the hotel lobby & through the glass doors, prior to boarding the busCurrently the site tours are sold out but please check-in at the registration desk to join the waiting list. Please note site tours are purchased separately.

ZAPPOS.COM FAMILY SITE TOUR

WILLIAMS-SONOMA SITE TOUR

VIATOR SITE TOUR

The Zappos.com tour will start with a video presentation. The Tour portion will include a guided walk-around tour of the head-quarters located in the former City Hall Building. The expansive compound is not only larger but also allows for future corpo-rate growth in terms of buildings and staff. We will then tour the customer loyalty team call center, HR department, lounge/break areas, 6pm.com, and even “monkey row” where CEO Tony Hsieh sits. During the tour you will get to experience the inner workings of the Zappos Family of companies. As you tour the facilities, you’ll see how the Zappos Family is motivated to Create Fun and A Little Weirdness in the workplace.

Group 1: SITE TOUR 9:30AM-10:00AM REGISTRATION10:00AM - 12:30PM TOUR (Includes travel time)

The Williams-Sonoma Call Center is a leading contact center in the retail industry handling over 10,000 calls a day. Go inside this leading specialty retailers call center representing seven premium brands with three major channels - stores, catalog and the web. This site tour will feature an offi cial walk-through of the facility, a presentation and a question and answer period

Site Tour Leaders: Leslie Noffsinger, General Manager, Customer Service Jana Dean, Director Las Vegas, Customer Contact Center

Group 1: SITE TOUR7:30AM-8:00AM REGISTRATION 8:00AM-12:00PM TOUR (Includes travel time)

Viator, part of the TripAdvisor family, is the world’s leading resource for researching, fi nding and booking the best travel ex-periences worldwide. Founded in 1995, Viator is the most comprehensive global resource for travelers to research, plan and book thousands of tours, attractions, shore excursions and private guides in 1,500+ destinations. With a curated collection of experiences, all run by local operators who have been vetted or quality and service, Viator lets everyone travel with an insider. Don’t miss this opportunity to visit Viator’s recently opened and expanded call center located in Vegas. In this exciting site tour, we will get an inside look at the culture, technology, and strategy of the center with 24/7 live person support. The company has 95+ agents with a total staff of 130+ employees.

Site Tour Leaders: Dawn Ambroise, Quality Assurance and Training Manager Rachel Nichols, Contact Center Manager Tiffany Newberry, Contact Center Manager Jan Schollmeier, Contact Center Manager

Group 1: SITE TOUR7:45AM-8:15AM REGISTRATION 8:15AM-11:15AM TOUR (Includes travel time)

Group 2: SITE TOUR11:30AM-12:00PM REGISTRATION 12:00PM - 2:30PM TOUR (Includes travel time)

Group 2: SITE TOUR12:30PM-1:00PM REGISTRATION 1:00PM-4:00PM TOUR (Includes travel time)


21www.callcenterweek.com @callcenterweek #callcenterweek

21

June 16th, 20156:00PM in the Mirage Event Center C2

Schedule of Events6:00PM–6:30PM Cocktail Reception

6:45PM–7:35PM Dinner and Entertainment by Oz Pearlman

7:35PM Award Ceremony

Sponsored by:

Master of Ceremonies:Oz Pearlman Renowned Magician & Mentalist

Entertainment by: The Outside In Trio featuring Julian Tanaka AND MEMBERS OF THE LAS VEGAS PHILHARMONIC

Congratulations to the Call Center Week Excellence Awards Finalists

BEST IN CLASS CALL CENTER (200+ Seats) – Dish Network – NYC311 – UPMC Health Plan

BEST CONTACT CENTER (100-199 Seats) – ACCO Brands – Benefi tfocus – ISN

BEST IN CLASS CALL CENTER (UNDER 99 Seats) – Allegion – Crisis Response Network – Hootsuite

BEST TRAINING & DEVELOPMENT PROGRAM – Discover Financial Services – ISN – MTM

BEST USE OF VOICE OF THE CUSTOMER – Discover Financial Services – Guidewell Connect – Starwood Hotel

BEST CONTACT CENTER CULTURE – Crisis Response Network – PGi – UPMC Health Plan

BEST SUPERVISOR OF THE YEAR – Amanda Brown, Genesco – Rhonda Grant, TG

BEST CONTACT CENTER LEADER OF THE YEAR – Gratia Carver, Allegion – Mary Beth Jenkins, UPMC Health Plan – George Larribas, Wells Fargo

BEST MARKETING TEAM THAT SUPPORTS CUSTOMER SERVICE – Blinds.com – Discover Financial Services – UPMC Health Plan

BEST NEW TECHNOLOGY – Convergent – Kodak Alaris – Iopex

BEST IT TEAM FOR DRIVING CUSTOMER CENTRICITY & TECHNOLOGY INNOVATION – Center Point Energy – Discover Bank – Discover Financial Services

BEST OUTSOURCED PROVIDER – Convergys – Knoah Solutions, Inc. – TeleTech

BEST TECHNOLOGY SOLUTION PROVIDER – CallMiner – Fonolo – IntelliResponse


22

A G E N D A

L o o k f o r t h e g l a s s

c u b e i n t h e b a c k

o f t h e E x p o H a l l !

WEDNESDAY, JUNE 17TH 10:45AM EXCLUSIVE DRUM SIGNING BY DRUM CAFÉ Plus live entertainment by the famed mentalist & magician, Oz Pearlman

11:35AM HEAR FROM KOHL’S DEPARTMENT STORES Becky Ploeger, VP Digital Commerce Customer Care, Kohl’s Department Stores

12:05PM PECHA KUCHA SESSION: YTEL + INTELLIRESPONSE

12:30PM HOW TO OPTIMIZE SELF SERVICE FROM THE EYES OF THE CUSTOMER Julie Bergstedt, VP Claims Support Operations Services, Nationwide Laurel Elmore, AVP, Nationwide

1:00PM GAMIFYING CUSTOMER SERVICE TRAINING IS SERIOUS BUSINESS Carol Leaman, CEO, AXONIFY

1:30PM PECHA KUCHA SESSION: NODA INTERACTIVE + KELLY SERVICES

2:05PM JC QUINTANA BOOK SIGNING “SPEAKING FRANKLY ABOUT CUSTOMER RELATIONSHIP MANAGEMENT”

2:30PM JC QUINTANA, CUSTOMER STRATEGIES EXPERT AND INNOVATOR SESSION & COMEDY

3:00PM IMPROVING METRICS BY FUSING TECHNOLOGY AND ANALYTICS Chris Crowley, Chief Sales Offi cer, Alorica

THURSDAY, JUNE 18TH10:15AM LEO MINERVINI BOOK SIGNING

11:00AM CALL CENTER WEEK EXCELLENCE AWARDS JUDGES AND ADVISORY BOARD MEMBERS Colleen Mullens, SVP of Customer Service, Asurion

Stephen M. Riddell, Chief Sales Offi cer, Blinds.com, A Home Depot Company

Loren Moss, Editor in Chief: Customer Experience Report Senior Business Services Analyst: Nearshore Americas, Managing Editor: Global Delivery Report

Deborah Alvord, Customer Engagement Management, Hewlett-Packard Company

Terry Lang, Vice President Retail Customer Care, Comerica Bank


1:30PM KARIN HURT BOOK SIGNING “OVERCOMING AN IMPERFECT BOSS”

2:00PM BRINGING CUSTOMER CARE TO LIFE ACROSS CHANNELS Teresa Chipps, VP of Marketing, Western Union

3:00PM UNDERSTANDING METRICS THAT MATTER IN A MULTI- CHANNELWORLD Chris Albro, VP Customer Engagement, Zendesk

3:30PM CALL CENTER IQUBE CLOSING Brian Cantor, Managing Editor, Call Center IQ

SIGNING “OVERCOMING

At Call Center IQ, leaders responsible for call centers, contact centers, operations, information technology, customer experience, customer care, customer service, customer support, social and mobile, are invited to register for a free Call Center IQ membership and receive the following benefi ts:

Networking: Connect with 85,000+ qualifi ed professionals who care as much about the customer as you do.

Research: Receive our quarterly executive research reports valued at $2,000/year. CCIQ members will get access to these reports at zero cost.

Access: Members will receive exclusive access to our top presentations and product demos along with exclusive speaker podcasts, event research reports and live blogs.

Product Matchmaking: Benefi t from our vendor directory and allow us to match you with the solution providers who meet your needs.

w w w . C a l l C e n t e r - I Q . c o m

VISIT US AT THE CALL CENTER

IQUBE Look for the glass

cube in the expo hall!

See page 22 for

detailed IQube agenda

REACH THE CCIQ COMMUNITYOlivia WilsonBusiness Development Manager & Online Sponsorship [email protected] | 646.378.6030Visit the IQube and pin your business card!

Join 85,000+ global call center professionals in achieving greater customer satisfaction, more effi cient operations and more impressive business results. All members receive free access to our quarterly exclusive research reports – a $2,000 value!

Interested in our Executive Research Reports? Become a member today by visiting the IQube Ipads or visiting www.CallCenter-IQ.com/member-signup

Interested in providing your perspective in the reports? Visit Brian Cantor in the IQube or email him at [email protected]

Interested in sponsoring the reports? Speak with Olivia Wilson onsite or email her at [email protected]

Executive Research Report Editorial Calendar

JOIN FOR FREE TODAY

Call Center Performance,

Metrics & Operations

The Future of the

Contact Center

Omni-Channel

June, 2015 Sept., 2015 Dec., 2015


24

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ENTRANCE

See Pages 15-19

for complete Call Center

IQube Agenda

Wi-Fi Lounge

Sponsored by:

Bar, Break & Lunch Seating

Area


Area

Break & Lunch Seating Area

Reception Bar & DJ

CCW Photo “Booth” & Instagram

Printer Kiosk#CallCenterWeek


Area

24

6/17 @ 6:15PMRum Bar

Sponsored By

6/17 @ 6:15PMWhiskey Bar

Sponsored By

CCW Photo “Booth” #CallCenterWeek


25

603

EXPO HALL LAYOUT

901

919 1010

907 1002

817 916613 710

809 908709 808605 702

917 1008

625 722 729 828 829 928

619 716 723 822 823 922

905 1000

815 914611 708

807 906707 806

915 1006

623 720 727 826 827 926

617 714 721 820 821 920911

909

903

813 912713 812609 706

805 904705 804

913 1004

621 718 725 824 825 924

615 712 719 818 819 918

601 700 701 800 801 900

1001

1003

1005

1011

1017

1007

1013

1019

1009

1015

1021

811 910711 810607 704

803 902703 802 GEN

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Area

6/17 @ 6:15PM - Champagne

& Strawberry Bar


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w w w . c a l l c e n t e rw e e k w i n t e r . c o m

J a n ua ry 2 6 - 2 9 , 2 0 1 6T h e Ro s e n C e n t r e , O r l a n d o , F L

NEW THIS YEAR! Take Call Center Week home with you! Select Call Center Week session recordings will be available for sale.

Check the registration desk for details and pricing.

Your feedback is incredibly valuable to the event producers and speakers. Please take a few minute to complete this survey and return it to the registration desk no later than Thursday, June 18 at 4pm. At the end of the conference submit your evaluation to be entered into prize drawing for $500.

Attendee Feedback Form16th Annual Call Center Week 2015 Conference + Expo

CONTACT DETAILS:

Name Title Dept.

Company

Telephone Email

OVERALL FEEDBACK ON THE EVENT1. What were your overall thoughts about Call Center Week?

2. What about the event prompted you to register?

3. Which three key issues were you most interested to hear about and why?

4. Are there any additional topics/issues you would have liked included in the program that we should consider next year?

5. From an experience standpoint, how can we make this conference even more valuable?

6. What subjects or hot topics you would like to see covered at an upcoming event?

7. What specifi c skills or techniques would you like to learn in the future?

8. What do you see as your greatest professional challenge within the next year?

9. Is there a specifi c conference topic you’d like to see as a stand-alone event next year?

10. Do you have any specifi c requests for individual, companies or keynote speakers at next year’s Call Center Week conference? If so, who?

11. What would it take to get you to return to this event next year and bring your whole team?

12. Please provide us with the names of your Global Contact Center Manager and Team

13. What vendor categories are you looking to invest in the next 6-12 months?

14. Who do you report into?

15. If Call Center Week was offered in another location in Q1 of 2016, how likely are you to attend?

� Defi nitely � Most Likely � Maybe � Probably Not � Defi nitely Not

16. Other locations you’d like Call Center Week to be held. (check up to 3) � Orlando, FL � Miami, FL � New Orleans, LA � Nashville, TN � Ft. Myers, FL � Tampa, FL � San Diego, CA � Atlanta, GA � Austin, TX � Other __________________

17. Would you like us to change the name of the event? � Yes – Contact Center Week � Yes – Customer Care Week � No– Keep it as Call Center Week. It’s a brand I recognize.

Turn in your evaluation to be entered into prize drawing for . . . $500

OVERALL SATISFACTIONPlease describe your top highlight from the event in one to two sentences:

_________________________________________________________ _________________________________________________________ __________________________________________________________________________________________________________________________________________________________________________

Would you recommend the event to a colleague?

� Yes � No

How likely will you be to attend next year’s event?

� Defi nitely � Most Likely � Maybe � Probably Not � Defi nitely Not

1. Please rate your level of satisfaction with the CONTENT of this conference.

Extremely dissatisfi ed 1 2 3 4 5 Extremely satisfi ed

If less than 5 – can you detail what it would take to get it to a 5?

__________________________________________________________________________________________________________________

2. Please rate your level of satisfaction with the EXPERIENCE of this conference.

Extremely dissatisfi ed 1 2 3 4 5 Extremely satisfi ed

If less than 5 – can you detail what it would take to get it to a 5?

__________________________________________________________________________________________________________________

3. Sum up your experience at the event and how you found it benefi cial in one sentence. How would you describe it to a friend/colleague?

__________________________________________________________________________________________________________________

4. How satisfi ed were you with the following experiences?

Sales Team Bookings & Enquiries

Excellent Good Fair

Pre-Conference Customer ServiceOn-site Registration & Customer ServiceVenue & Catering

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Your feedback is incredibly valuable to the event producers and speakers. Please take a few minute to complete this survey and return it to the registration desk no later than Thursday, June 18 at 4pm. At the end of the conference submit your evaluation to be entered into prize drawing for $500.

Attendee Feedback Form16th Annual Call Center Week 2015 Conference + Expo

YOUR SPECIFIC CONFERENCE NEEDSUsing the scale of “1 to 5” where “ 1” is least important and “5” is most important, can you rate the importance of the following in terms of your decision to attend one event over another?

PUBLICATIONS AND ASSOCIATIONS Please indicate the publications you regularly read (with regards to your work) and associations to which you belong:

FUTURE EVENT OPPORTUNITIES The Call Center IQ Portfolio has many events throughout the year; if you are interested in speaking, sponsoring or attending any of these events, please check the box below. A Call Center IQ team member will contact you following the show.

We often feature comments from our attendees in future conference brochures. If you prefer not to see your comments in print, please check this box. �

REFERRAL Would you reccommend this event to a colleague? � YES � No

METHOD OF REGISTRATION Market Channel: How did you hear about the event?� LinkedIn � Facebook

� Twitter � Press Release

� ASD Media � Email from IQPC

� Phone call from IQPC

� Google Search

� Media Partner (Please Specify)

� Event Exhibitor (Please Specify)

� Event Speaker (Please Specify)

� Colleague (Please Specify)

� Newsletter (Please Specify)

� Website Banner (Please Specify)

� Magazine/Newspaper Print Ad (Please Specify)

� Other (Please Specify)

Customer Analytics and Intelligence SummitSeptember 16-18, 2015 | San Francisco, CA www.customeranalyticsevent.comSHOPTOLOGY: Insights & Analytics for CPG & RetailSeptember 28-30, 2015 | Chicago, ILwww.shopologysummit.comCall Center Week presents Contact Centre Canada SummitSeptember 28-30, 2015 | Toronto, CA.www.callcentrecanada.caCall Center Week presents…Global Contact Center ExcellenceOctober 26-28, 2015 | Miami, FLwww.globalcontactcenterevent.comCX Impact 2015- the Customer Experience SummitDecember 7-9, 2015| Nashville, TNwww.cximpact.comCall Center Week Winter – Conference + EXPOJanuary 26-29, 2015 | Rosen Centre Orlando, FLwww.callcenterweekwinter.comCall Center Week – Conference + EXPO June 27-July 1, 2016 | The Mirage, Las Vegas, NVwww.callcenterweek.com

SPEAKER REVIEWSTo complete the full speaker appraisal, please complete the dedicated Speaker Evaluations on the proceeding pages.

Practitioner Speakers [ ]

Industry Event/Reputation [ ]

Speakers who authored a business book [ ]

Consultant speakers [ ]

Recognized Guru Speakers [ ]

Best practices presentations [ ]

Topics covered [ ]

Event location – local [ ]

Event location – resort [ ]

Price [ ]

Personal/Professional Recommendation [ ]

Credibility of the Conference Organizer [ ]

Sponsoring? Speaking? Attending?

Name: Job Title:Company: Telephone: Cell: E-mail:



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How often do you do the following?1. Attend online webinars � Never � 1-2 times a year � 3-6 times annually � 6+ times annually2. Purchase Research Reports � Never � 1-2 times a year � 3-6 times annually � 6+ times annually3. Download free research reports � Never � 1-2 times a year � 3-6 times annually � 6+ times annually4. Read whitepapers � Never � 1-2 times a year � 3-6 times annually � 6+ times annually5. Attend online training courses � Never � 1-2 times a year � 3-6 times annually � 6+ times annually

Your Session feedback is very important to framing the agenda for future events. Please rate each session you attend 1-5, 1 being the lowest, 5 being the highest. If you did not attend a session, please mark N/A in the rating section.

SPEAKER RATINGS16th Annual Call Center Week 2015 Conference + Expo

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CONTACT DETAILS:

Name Title Dept.

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Telephone Email

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MONDAY JUNE 15, 2015 MASTER CLASS

Master Class A Rating (1-5) Comments/Key Takeaways

8:30AM Bluegreen Corporation Lora Reinhardt

10:30AM AT&T Diane Magers, CCXP

1:30AM Kohl’s Department Stores Inc. Jim Nagle


Master Class B Rating (1-5) Comments/Key Takeaways

8:30AM The Fish! Philosophy Deena Ebbert


Master Class C Rating (1-5) Comments/Key Takeaways

8:45AM Employee Engagement Institute Thomas McCoy

9:45 AM Avila University Randy Woehl

11:00AM Contact Center Association Eric Berg

11:45AM Time Warner Cable Joe Arensault

1:00PM Blinds.com Steve Riddell

TUESDAY JUNE 16, 2015

8AM Workshops (Please rate only the workshop you attended) Rating (1-5) Comments/Key Takeaways

Workshop D: Hewlett Packard Deborah Alvord

Workshop E: Microautomation Scott Fisher Chad Wright Jason Domsky

Workshop F: SPi Global & Telefl ora Mark Belcher DC Lyons

Workshop G: Frontline Performance Group Geoffrey Toffetti Ken Stellon


11:15AM Workshops (Please rate only the workshop you attended) Rating (1-5) Comments/Key Takeaways

Workshop H:Pipkins Bob Webb

Workshop I: Talent Keepers Christopher Mulligan

Workshop J: Bunchball Molly Kittle

Workshop K: Twilio Rob Brazier


2:30PM Workshops (Please rate only the workshop you attended) Rating (1-5) Comments/Key Takeaways

Workshop L: VPI Patrick Botz Gregg Cummings

Workshop M: Next Level Lou Altman

Workshop N: Five9 & Compliance Point Mayur Anadkat Ken Sponsler Fred Haas

Workshop O: LivePerson Robert LoCasio

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SPEAKER RATINGS16th Annual Call Center Week 2015 Conference + Expo

WEDNESDAY JUNE 17, 2015 Keynote Speakers Rating (1-5) Comments/Key Takeaways8:00AM CCIQ Lisa Schulman Brian Cantor 8:15AM Avaya Gary Barnett 8:30AM Drum Cafe 9:30AM Marriott International Nell Williams 5:30PM One Kings Lane & Foresee by Answers Alexis Chapman Eric Head

WEDNESDAY JUNE 17, 2015 Roundtable Sessions (Please circle the roundtable you attended) Rating (1-5) Comments/Key Takeaways11:35AM Table 1: Etech Global Services

Table 2: Castel CommunicationsTable 3: SAPTable 4: Clarabridge

Table 5: VoltDeltaTable 6: Conversocial

Table 7: NICETable 8: John Keels BPOTable 9: Genesys

WEDNESDAY JUNE 17, 2015 Breakout Sessions (Circle the session you attended) Rating (1-5) Comments/Key Takeaways2:10 pm Zions Bancorp (Track A) CitiGroup (Track B) Walgreens/Genesys (Track C) Google (Track D) Express Scrpits (Track E) 3:00PM Cox Communications/ Knoah Solutions (Track A) British Sky Broadcasting/ SpeechStorm (Track B) Five9 (Track C) CDW/Ferguson Enterprises (Track D)

Nationwide Insurance/ Convergys Analytics. (Track E) 4:45PM Intradiem/Harte-Hanks (Track A) Cigna (Track B) Mediaocean (Track C) SAP (Track D) Suddenlink Communications/ Fonolo (Track E)

MAIN CONFERENCE DAY 2- THURSDAY JUNE 18, 2015Keynote Speakers8:15AM CCIQ Lisa Schulman Rating (1-5) Comments/Key Takeaways Brian Cantor 8:30AM Avaya Gary Barnett 8:45AM Carlo’s Bakery Leo Minervini 9:30AM Chris Gillen 5:30PM Closing Panel

THURSDAY, JUNE 18, 2015Morning Roundtable Sessions (Please circle the roundtable you attended) Rating (1-5) Comments/Key Takeaways 11:35AM Table 1: Domo

Table 2: Heywire Table 3: Clicktools Table 4: Mitel Table 5: Nexmo Table 6: Sestek Table 7: CEI-RD Table 8: TalkDesk

THURSDAY, JUNE 18, 2015Afternoon Breakout Sessions (Circle the session You attended) Rating (1-5) Comments/Key Takeaways 2:15PM TriWest HealthCare Alliance/ Mattersight (Track A) GE Capital (Track B) HotelTonight (Track C) EBAY, Inc. (Track D) Apollo Education Group (Track E) 3:30PM BlueShield California/ PTP (Track A) Electricité de France (EDF) (Track B) RICOH Americas (Track C) CareerBuilder (Track D) The World Bank (Track E)


31


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[24]7 IntelliResponse Booth #205

3C Logic Booth #822

8x8, Inc. Booth #924

ac2 Solutions Booth #912

Acquire BPO Booth #314/ 316

AdvaTel Booth #718

AireContact Booth #914/ 916

Allied Global Booth #812

Almawave Booth #217

Alorica Booth #818

AMC Booth #905

American Customer Care Booth #605/ 607

Ameridial Booth #620

Ansafone Booth #809

Applied Perceptions Booth #117

ASEC International Booth #415

Aspect Software Booth #302/ 304

Avanade Booth #701

Avaya Booth #902/904

Avtex Booth # 602

Axonify

Benchmark Portal Booth # 826

BrainX Booth # 1017

Bright Pattern, Inc. Booth # 823

Broadband Dynamics Booth # 910

Bunchball Booth # 100

To help you navigate the Call Center Week Expo Hall, we asked our diverse vendor partners to outline their Top 5 solutions. Make sure to stop by their booth to learn all they have to offer.


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Calabrio Booth #922

Call Tools Booth #320

CallMiner Booth #412

Cameo Global Booth #825

Castel Communications Booth #601

CDW Booth #803

CEI-RD Booth #227/328

Certifi ed Languages Int’l Booth #508

CFI Group Booth #719

Charlotte County EDOBooth #324

Clarabridge Booth #721

Clear Harbor Booth #714

Clicktools Booth #624

Compliance Point Inc. Booth #1015

Connect First Booth #918 / 920

Connectica Solutions Booth #606

Contact Center Compliance Booth #1008

Convergent Contact Solutions Booth #215

Convergys Booth #503

Conversocial Booth #311

COPC Inc. Booth #716

CorvisaCloud Booth #706/ 708

CoWorxBooth #613

CSG Systems, Inc. Booth #813

CTS LanguageLink Booth #523

DATAMARK, Inc. Booth #712


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DialConnection Booth #1000

Dialoga Group Booth #201/ 300

Dialogic

Doherty At Home Booth #901

Domo Booth #313

EastWind Communications Booth #915

Education Folder Booth #206

eGain Booth #211

Enghouse InteractiveBooth #306

ePerformax

EPIC Connections Booth #511

Etech Global Services, LLC Booth #318

FatPipe Networks Booth #907

Firstsource

Five9 Booth #1004/ 1006

Fonolo Booth #1005

ForeSee by Answers Booth #410

Frontier Secure Booth #704

Frontline Performance Group Booth #720

FurstPerson Booth #501

FuturePerfect Booth #218

Genesys Booth #502/ 504

Global Connect Booth #108

Global Reward Solutions Booth #109

Globitel Booth #200

GM Voices Booth #707


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Harte Hanks Booth #824

Help Social Booth #510

Heywire Booth #203

HigherGround Inc Booth #808

iDashboards Booth #114

Ideal Contact Center

In the Chat Booth #801 / 900

Inbenta Booth #804

inContact Booth #909

Infi niteKM Booth #713

injixo & TCCS Booth #110

Insite Managed Solutions Booth #414

IntelePeer Booth #512

Interactions Booth #401/ 500

Interactive Intelligence Booth #603

Interior Concepts Booth #413

Intradiem Booth #1009

Invest Northern Ireland Booth #104

IQ Services Booth #702

iQor Booth #623

IT4You Booth #418

Jabra Booth #509

John Keells BPO Booth #101

Kelly Services Inc Booth #1007

Knoah Solutions Booth #723


39

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KnoahSoft Booth #604

Kodak Alaris Booth #310

Kronos

Language Line Booth #112

Language Services Associates Booth #727

LinguaSysBooth #219

LionbridgeBooth #827

Liveperson Booth #207/209

Loxysoft Booth #521

Mattersight Booth #600

MicroAutomation Booth #710

Midco Connections Booth #619

Mitel Booth #525

Monet Software Booth #609

NCR Booth #621

NewVoiceMedia Booth #903

Nexmo Booth #319

Next Level

NICE Systems Booth #102

NobelBiz Booth #811

Noda Booth #118

NovaTel Networks Booth #725

Nuxiba Technologies Booth #807

OnBrand 24 Booth #805

OpsTel Services Booth #1010

Performance Technology PartnersBooth #400


41

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Pipkins Booth #705

Platform28 Booth #614

Plivo Booth #107

PlumVoice Booth #802

PSS Help Booth #1003

RMG Networks Booth #611

Salesforce.com Booth #402

SAP Booth #709/ 711

Sennheiser Booth #608

Sentis Booth #408

SESTEK Booth #828

SGG Contact Center Booth #106

SightCall Booth #917

Skybridge Americas Booth #208

SmartAction Booth #911

SOURCE Booth #1001

SpeechStorm Booth #913

SPi Global Booth #815 /817

Support.com Booth #216

Synergies Strategic Services Booth #729

TalentKeepers Booth #1011/1013

Talkdesk Booth #225

TCN Booth #405/ 407

Teledevelopment Services Inc Booth #806

TeleoptiBooth #308


43

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Teleperformance Booth #322The Minacs Group Booth #116TouchPoint One Booth #213Transera Booth #506TransPerfect Booth #517/ 519Twilio Booth #403UNICORBooth #810Unisono Business Solutions Booth #1002USA Digital Booth #819USA800 Booth #800Vanilla Soft Booth #1019Velocity Payment System Booth #919Virtual Hold Technology Booth #411Vixicom Booth #928Vocalcom Booth #513/ 515VoiceBase Booth #703Voltdelta Booth #618Voxbone Booth #505/ 507VoxPeritus Booth #906VPI Booth #409VXI Corporation Booth #908SymbioBooth #617Whitepages Booth #301Windstream Booth #622Working Solutions

World Connection Booth #615Xentrax Booth #416Ytel Booth #309Zendesk Booth #700


45

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54

THANKS TO OUR SPONSORS!COMPANY OVERVIEW

Does Your Customer Experience Set You Apart? Many of today’s market leaders consider customer experience as the only sustainable competitive advantage they have. These companies know that consistently delivering a great customer experience builds loyal and profitable customers, while also lowering operational costs. Other companies not in this leadership category often spend vast amounts of money creating compelling brand promises that their customer experience fails to deliver. These other companies very often let their legacy, out-of-date information systems and technology infrastructure dictate the level of customer experience they can provide, resulting in inconsistent, impersonal, and disconnected experiences. Today’s consumers demand a customer experience that is consistent, seamless, minimal effort, available over any channel, and personalized, recognizing who they are and what journey they are on. If they don’t get this experience, they move on. Learn how Genesys makes delivering a differentiated customer experience rapidly and easily attainable for companies of any size.

Genesys is the Leader in Customer Experience SolutionsThousands of companies and organizations of all sizes around the world rely on Genesys every day to delight customers by powering optimal customer experiences and journeys with the award-winning Genesys Customer Experience Platform. Genesys has experts who help organizations across many industries design and deliver optimal customer journeys, using people, processes and technology required to deliver the journey across all touchpoints, channels and interactions. Genesys experts combine strategic business insights with hands-on, practical experience gained from thousands of implementations to help you get to market faster, increase your productivity, and achieve measurable business results.

Since our inception in 1990, Genesys has been the pioneer in customer experience solutions. At the heart of the Genesys Customer Experience Platform is patented technology that allows companies to easily optimize the distribution, commonly called routing, of all interactions, cases and back office tasks in such a way that it delivers a highly differentiated customer experience and the lowest cost of operations. It does this by directly routing each specific item in priority order to the optimal person at any location or in any organization. The optimal person is someone who has the most appropriate skill set to engage in the activity and is available in an SLA acceptable time period. Additional business rules beyond skill and availability are simply added. This optimization delivers the highest first contact resolution and SLA adherence possible while also improving workforce efficiency and lowering cost of operations. As a result, you can align the customer experience you provide with the value a customer represents over all touchpoints, channels and interactions, including the adherence to back office work SLAs. This capability is part of the Genesys Customer Experience Platform, and along with the entire platform, delivers a differentiated customer experience that will increase your customer loyalty, reduce churn, increase revenue and lower cost.

Unleash The Power of Great Customer Experience“The business as a whole

benefits from the ability to better understand customers and their diverse needs, and by empowering our workforce to proactively support customers with the best experience possible.”

Jinger Jutla, Senior Manager for Enterprise Solutions, ICBC

INSPIRE. UNITE. IGNITE.

OpsTelServices


55

THANKS TO OUR SPONSORS!

Human Capital Management & Consulting

D O H E R T Y AT

AT-HOME AGENT OUTSOURCING

Knowledge Works.XENTRAX

™

Business Results. By Design.


56

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