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Want to accelerate contact center performance?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.

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 - 8:45am Facilitated Networking Introductions
Hosted by CCNG
8:45am - 9:15am Keynote: Workforce Management for Inbound and Back Office Operations
Presented by Tony Stephens, Express Scripts
9:15am - 10:00am Town Hall Interactive Q&A Panel Discussion
10:00am - 10:10am Networking Break
Call Center Optimization Best Practices Roundtable
Hosted by QATC and SWPP
10:10am - 10:25am Best Practices Expert Panel Introduction
10:25am - 10:40am Pre-Employment Hiring and Assessment Best Practices
Sponsored by FurstPerson
10:40am - 10:55am Workforce Management Best Practices
10:55am - 11:10am     Call Center Quality Management, Call Recording and Performance Optimization Best Practices
Sponsored by VPI
11:10am - 11:20am Networking Break
11:20am - 11:35am     A Practitioner’s Guide to Customer Experience Management
Sponsored by Cicero
11:35am - 11:50am     Creating a World-Class Post-call Survey Program
Sponsored by Mindshare
11:50am - 12:05pm Best Practices Panel Q&A Discussion
12:05pm - 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

*Forum venues, dates and sessions may change at any time.

Orlando, Florida
Thursday, September 15th 2011
Marriott Orlando Airport
7499 Augusta National Drive
Orlando, FL 32822

Hosted and Facilitated by


  Call Center Network Group

Register Today

Register at CCNG.com by September 10th to attend for only $179 & guarantee your place. Space is limited!
Register Online!
or call Michelle Porterfield, CCNG Director of Events, at 817-677-3919

Platinum Sponsors









Educational & Media Sponsors


 

 

Watch the Video 'Top 10 Reasons to Attend the 2010 Call Center Optimization Forum'