Who Should Attend?
The Call Center Optimization Forums are designed for executives
and managers, and IT decision-makers of contact centers who
need to stay informed about the latest industry trends, best
practices, and rapidly evolving technology.
Interact with Contact Center Industry Experts
and Colleagues
Attendees will have the unique opportunity to learn about industry
best practices from multiple experts in the field at one time
and see demonstrations of the latest advancements in call center
technology.
Event Itinerary
| 8:00am
- 8:30am |
Registration
and Breakfast |
| 8:30am
- 9:00am |
Facilitated
Networking Introductions
Hosted
by CCNG |
| 9:00am - 9:25am |
Six Strategies for Improving
Workforce Productivity and Quality in the Call Center
Presented
by The Call Center School |
| 9:25am - 9:50am |
Keynote: Measuring and Driving Customer Engagement
Presented
by Larry Streeter, VP of Customer Support at Constant Contact |
| 9:50am - 10:00am |
Networking Break |
Call Center Optimization
Best Practices Roundtable
Hosted
by QATC and
SWPP |
| 10:00am - 10:10am |
Best Practices Expert Panel
Introduction |
| 10:10 - 10:25am |
Pre-Employment Hiring and
Assessment Best Practices
Sponsored
by FurstPerson |
| 10:25am - 10:40am |
Workforce Management Best Practices
|
| 10:40am - 10:55am |
Call
Center Quality Management, Call
Recording and Performance Optimization Best Practices
Sponsored
by VPI |
| 10:55am - 11:05am |
Networking Break |
| 11:05am - 11:20am |
A Practitioner’s Guide to Customer Experience Management
Sponsored
by Cicero |
| 11:20am - 11:35am |
Creating a World-Class Post-call
Survey Program
Sponsored
by Mindshare |
| 11:35am - 11:45am |
Best Practices from QATC & SWPP Members
Sponsored
by QATC |
| 11:45am - 12:10pm |
Town Hall Interactive Q&A Panel Discussion |
| 12:10pm - 12:25pm |
Networking Break and Lunch Served |
| 12:25pm - 1:25pm |
Lunch and Technology Innovation Showcase
Hosted
by CCNG
Learn about the latest advancements in
call center optimization enabling technologies, including
pre-hire assessment, workforce management, quality monitoring,
reporting and analysis, desktop integration and automation,
customer surveying, and training. |
| 1:25pm - 2:15pm |
Roundtable Workshops Facilitated by Subject
Matter Experts Sample table topics include:
• Optimizing Your Quality Monitoring and Training Program
• Contact Center Metrics That Matter
• Customer Surveys;Strategies for Improving Operations with Customer Feedback
• Customer Feedback Metrics; Which Ones Matter Most
• Customer-Felt Process Improvement Use Cases
• Fun with Call Center Math
• Let's Solve Your Hiring Challenges;Thoughts and Ideas to Help You Hire More Effectively in Your Center
• Six Strategies for Maximizing Workforce Productivity and Quality |
| 2:15pm - 2:30pm |
Closing Q&A and Raffle Prizes |
| 2:30pm - 3:00pm |
Exhibit and Demo Hall Open |
*Forum venues, dates and sessions may change at any time. |
Boston, Massachusetts
Thursday, August 11th 2011
Sheraton Commander Hotel
16 Garden Street
Cambridge, MA 02138
Hosted and Facilitated by
Call Center Network Group
Register Today
Register
at CCNG.com by August 5th to attend
for only $179 & guarantee your place. Space
is limited! |
 |
| or call Michelle Porterfield,
CCNG Director of Events, at 817-677-3919 |
Platinum Sponsors
Educational & Media Sponsors
  
|
You're invited to uncover the secrets of the best call
centers, and find out how to apply them in your organization! We'll
reveal new call center optimization solutions, which in the past
were limited to large companies, but are now accessible and affordable
to organizations of all sizes. You'll learn breakthrough
strategies and techniques you can use to exceed customer expectations,
raise performance standards, and achieve your career goals. You'll
discover powerful new ways to set and measure the right performance
objectives, accurately forecast workload and schedules, improve
quality of service, and win the support of top executives.