More Testimonials

Testimonials

VP
Scotiabank
CEO
ListenUp Espanol
VP
Rail Europe
AVP
New York Life
Director
Agero
Project Director
CPA
Director
LoyaltyOne | AIRMILES
Associate Director
MassMutual
AVP
OppenheimerFunds
Director
Affinion Group
EVP/COO
Connextions
Director
ORION
Head Sales/Service
ING Direct
Customer Contact Manager
BA
Director
CVS Caremark
Team Leader
BCBS Rhode Island
Manager
CVS Caremark
Director
CVS Caremark
Director
Unified
Customer Service Director
Vivint
VP
New York Life
Former CE0
ATA

Conference Schedule

Print Version: Condensed Agenda

May 20 | May 21 | May 22 | May 23
Schedule Day 1 (May 20) - Orlando, Florida

Today's Focus: Leadership, Community Engagement & Contact Center Best Practices

Key Sessions include:

  • The Power of Community Programs To Motivate Contact Center Agents
  • Leadership Strategies in the Contact Center
  • Mid-sized Contact Center Best Practices
  • Small Contact Center Best Practices - Managing with Limited Resources

The entire conference will take place in Ballroom C at Rosen Plaza. Registration is outside the Ballroom.

8:00 AM Registration and welcome tea/coffee

All pre-registered delegates who have electronic passes to arrive to collect their conference packs. If you have already collected your pack as a presenter during the presenter sessions, you do not need to register again.

9:00 AM Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

Raj will cover the conference materials, how to use some of the tools, introduce delegates and will start the event.

9:30 AM The Power of Community Programs To Motivate

Raising your profile and doing great things for the community is a major drive for many organisations. Balancing the needs of the contact center, the community and corporation can be a challenge yet the rewards are amazing. Hear from these organizations - each has a different story to tell and share. Find out how you can learn from these tips and help improve contact center morale and performance through community programs.


Center Size: 819
 

 
 (United States)
Mark Jackson, Director of Training and Quality
Affinion Group (View Company Profile)
Affinion Group is the global leader in the designing, marketing and servicing of comprehensive customer engagement and loyalty solutions that enhance and extend the relationship of millions of consumers with many of the largest and most respected companies in the world.
 
We will be sharing our best practices which include
 
  1. Outline how to partner with internal stakeholders (employees) on choosing community programs that they care about
  2. Caring from the top - Senior Leadership involvement
  3. How Affinion Group made community involvement a business priority
  4. Fun call center activities that raise funds for charity
  5. Turning community involvement into a team-building activity
  6. Having fun while volunteering

 
Industry Sector: Customer Products

Role of the Center:
Our contact center provides customer support for our products and services. Those services include our Loyalty programs where points are redeemed for Travel and gift cards and our Insurance Products. We also have a Membership Business Unit which provides both customer support and acts as a sales group for customers who wish to discontinue their membership.

Center Size: 7000
 

 
 (United States)
Alicia Laszewski, VP, Corporate Marketing and Communications
C3/CustomerContactChannels (View Company Profile)
C3/CustomerContactChannels manages nearly every facet of customer communications for corporations who rank Customer Management as a strong component of their growth and brand development strategies. Led by a team of seasoned professionals with significant experience in key industries, C3 builds solid partnerships with its clients based on mutually determined business objectives.

Industry Sector: Outsourcing

Role of the Center:
C3/CustomerContactChannels is a trusted partner in outsourced customer management solutions. We are a category leader by employing time-tested methodologies and broad industry insights to seamlessly manage customer contacts and interactions. At C3, our focus is to build brand value with every call we answer, every email we respond to, and every web visitor that we support.

Center Size: 800
 

 
 (United States)
Randall Anderson, SVP Sales & Mkting
Listen Up Español (View Company Profile)
Listen Up Español is the leading bilingual call center for the U.S. Hispanic market. Headquartered in Portland, Maine and operating in Hermosillo, Mexico, the company employs over 800 native Spanish-speaking agents and provides companies with teleservices to reach the U.S. Hispanic market with optimum results.

Industry Sector: Telecommunications

Role of the Center:
Listen Up Español created its company manual with the goal of helping employees grow professionally and personally. Our call center agents pride themselves on being a part of the Listen Up Español team as they help our clients sell their products while developing rapport with customers over the phone. With a focus on training and a sales psychology, Listen Up Español has the experience to convert customer interaction into revenue. Client results, testimonials, and customer satisfaction are evidence to this fact. Listen Up Español is the leading Spanish language call center for the U.S. Hispanic market.

Center Size: 250
 
 (United States)
Doreen Payne Mahala, Call Center Specialist
MassMutual (View Company Profile)
Founded in 1851, MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s.

Industry Sector: Banking/ Finance

Role of the Center:
Our contact center provides excellent service for customers in Retirement Plans that we do recordkeeping for. The role of our representatives is to educate customers about the benefits of particpating in a Retirement plan, explain the tools and resources available to them for retirement planning and to assist with all aspects of the management of their account. Conversations with our customers can be very complex or very basic, depending on the knowledge level of the customer. Agents may provide a customer with a tutorial of our web site, enroll them in their retirement plan, process a transaction on their investments or provide information on how to request a withdrawal. Our contact center has also evolved into a group that generates revenue through encouraging our customers to consolidate their retirement plans with MassMutual and driving increases in contributions to retirement plans. Both of these activities increase our assets under management, which results in additional revenue in Retirement Services. In addition to revenue generation, our contact center also drives expense reduction through enrolling customers in e-delivery of communications. We've signed up over 44,000 customers for e-delivery this year and made charitable donations of $2 for each one enrolled.

Center Size: 65
 

 
 (Canada)
Susan Roberts, Senior Director Customer Support Centre
SNC-Lavalin O&M (View Company Profile)
SNC-Lavalin O&M provide effective management of your organization’s resources – from buildings to bridges and highways, and from plants to remote camps and ships – so you can focus on your core activities. We are recognized as Canada’s leading outsourced operations and maintenance solutions expert, with a portfolio that includes more than 110 million square feet of real estate in over 9,000 facilities, more than 117 MW of power, approximately 50 naval vessels and hundreds of kilometres of highway.

Industry Sector: Facilities Management

Role of the Center:
Our Customer Support Centre (CSC) is a Facilities Management operation, specializing in the full spectrum of facilities management for our clients. Our team of Customer Support Professionals accept and triage incoming requests from clients for everything from a lightbulb change to life or equipment threatening emergencies. The CSC is a 24/7/365 operation with a high-retention team of Customer Support Professionals providing expert professional facilities management services in both official languages (English and French). We are a certified ISO 9001 company, so our incoming request capture and dispatch is process driven to very stringent standards of process and protocol.

Center Size: 250
 

 
 (United States)
Frank Weber, Director, Account Operations
The Results Companies (View Company Profile)
The Results Companies is a Global Customer Experience Management provider. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Financial Services, Retail and Energy.

Industry Sector: Outsourcing

Role of the Center:
Results Streator provides customer care, and sales programs for Healthcare and Entertainment clients. Additionally, Results Streator completes outbound welcome calls and appointment setting for various lines of business.
11:15 AM Morning Refreshment Break
tea/coffee, soft drinks and snacks served.
11:40 AM Leadership Strategies in the Contact Center

Great infrastructure and great people don't make for a world class contact center alone - leadership is key. Hear from the best contact center leaders from this part of the world share their knowledge and secrets as well as challenges.


Center Size: 200
 

 
 (Canada)
Julie Tartaglia, Service Delivery Operations Lead
Accenture (View Company Profile)
Accenture is a global management consulting, technology services and outsourcing company. Accenture collaborates with its clients to help them become high-performance businesses and governments.

Industry Sector: Outsourcing

Role of the Center:
To provide world class customer service while guaranteeing Client savings through effective cost management. Through a combination of leveraging the global resources and expertise of Accenture and harnessing the power of the third largest utility in Canada, our Client is permitted to focus efforts on their core business knowing their customer experience is in the trusted hands of a First Quartile Service Provider

Center Size: 100
 

 
 (United States)
Hui Wu-Curtis, Customer Care Director
Matrix Absence Management (View Company Profile)
Matrix is a nationwide company partnering with employers to provide customized management of Disability, Workers' Compensation and Family Leave programs.

Industry Sector: Insurance

Role of the Center:
Matrix has one contact center for Customer Care and setting up a secondary contact center in Portland, ME later this year. Our main focus is taking inbound calls from employees from various organizations and intake their leave reporting related to the FMLA, STD, LTD, LOA and Workers Compensation. Our Customer Care Center has a commitment to excellence - it starts with each interaction! Our Customer Care Center is the first contact many have to Matrix making our customer experience at intake critical in establishing that first step towards client satisfaction and retention.

Center Size: 400
 

 
 (United States)
Timothy Izatt, Director of Customer Services
Vivint (View Company Profile)
Vivint, Inc. is one of the largest home automation companies in North America. Operating from offices throughout the United States and Canada, the company services close to 500,000 customers. Vivint is dedicated to enhancing security, convenience and energy efficiency.

Industry Sector: Home Automation

Role of the Center:
We have two call centers—Customer Care and Account Resolutions. Our goal is to create an excellent customer experience by providing “one call resolution”. Our primary role is taking inbound customer phone calls regarding billing issues, technical questions, account inquiries, and customer retention. Outbound calls are also made to customers regarding survey responses, follow-up, and various retention efforts
12:45 PM Lunch Break - 3-course hot /cold buffet lunch included.
1:30 PM Mid-sized Contact Center Best Practices

The majority of contact centers operate with between 51-249 front line professionals. Hear how these world class centers manage their center covering aspects of the operation - people, technology, processes and strategy. They will share their top tips for performance and service


Center Size: 200
 

 
 (Canada)
Allison Blouin, Senior Customer Care Lead
Accenture (View Company Profile)

Industry Sector: Outsourcing

Role of the Center:
To provide world class customer service while guaranteeing Client savings through effective cost management. Through a combination of leveraging the gloval resources and expertis of Accenture and harnessing the power of the third largest utility in Canada, our Client is permitted to focus efforts on their core business knowing their customer experience is in the trusted hands of a First Quartile Service Provided.

Center Size: 225
 

 
 (United States)
Vachon Colvin, Call Center Manager
GTECH Corporation (View Company Profile)
GTECH is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery. The company's core strengh's are secure, high volume transaction processing, network integration, infrastructure development, and government contracting.

Industry Sector: Gaming Technology Services

Role of the Center:
The GTECH National Response Center (NRC) has four locations (RI, TX, GA, WV). All centers support the company's lottery retailer customer base by providing high quality technical support with strong service standards. The NRC supports 27 different lottery jurisdictions with varying service expectations, terminal bases, and technology. The NRC's responsibility is to ensure lottery retailers are able to continue wagering as well as identify any potential issues that may require a more advanced diagnostic from our field service organization. The inbound call center function supporting our external customer base is the NRC's core business; however, we also support other areas within GTEHC. As an internal function the NRC acts as an incident management organization. We maintain a queue staffed with premier associates trained in high level support functions. These associates open and manage incidents ranging from small internal system issues to large satellite communication outages. Additionally, the NRC is utilized as an outbound group for other sites. Outbound efforts range from informational messages to the retailers gathering voice of the customer data. Through the progress of creating these various functions the NRC has also become adept at reporting and analytics. Our group is often brought into situations in order to assist providing root cause analysis in and high level reporting functions.

Center Size: 200
 

 
 (Canada)
Thomas Kouroukis, Associate Director
LoyaltyOne (View Company Profile)
Launched in Canada in 1992, the AIR MILES® Reward Program is owned and operated by LoyaltyOne, Inc. With an AIR MILES® Collector Card, you can turn everyday purchases like gas and groceries into movie tickets, kitchen gadgets, electronics, dream vacations and so much more.

Industry Sector: Transportation/ travel

Role of the Center:
The Toronto AIR MILES Customer Care Centre handles in-bound Customer Service and Travel Sales contacts received via phone, email, social media, and live chat. We are the home base for a small in-office workforce and a large Remote Agent program.

Center Size: 53
 

 
 (United States)
Linda Spiten, Operations Administrator
Mayo Medical Laboratories (View Company Profile)
Mayo Medical Laboratories (MML) is a global reference laboratory operating within Mayo Clinic’s Department of Laboratory Medicine and Pathology. The practice was established in 1971 to advance the local delivery of laboratory medicine by providing clinical expertise and direct access to Mayo Clinic’s world-renowned staff and resources.

Industry Sector: Healthcare/ Pharmaceutical

Role of the Center:
Mayo Medical Laboratories (MML) is the laboratory outreach arm of Mayo Clinic. Mayo Laboratory Inquiry (MLI Call Center) is the contact center for MML that provides customer service 24/7 365 days a year. MLI's goal is to provide the best care to every patient everyday regardless if the patient is being cared for at one of the Mayo Clinic Sites or another hospital throughout the world. Our mission is The needs of the patient come first. We have three testing sites that we support (Mayo Clinic Rochester, Mayo Clinic Florida, Mayo Clinic Arizona), with a consolidated call center of 53 FTE, which include our management/quality team. This department is considered a support service to our clients and sales staff.

Center Size: 78
 

 
 (United States)
Stacy Hook, Operations Manager
Rail Europe (View Company Profile)
We are the leading authority of European rail travel in North America. Representing more than 35 European railroads, we assist more than one million visitors each year discover the rich heritage and scenic landscapes of Europe by train.

Industry Sector: Transportation/ travel

Role of the Center:
The role of our Contact Center is to generate sales and provide customers with assistance on our website. While offering impeccable customer service, it is our goal to make our customers’ experience REAL. REAL is defined as: Rewarding in terms of experience; Ease in all processes; Authenticity in that the train journey is the authentic way to see Europe; and Leadership in the industry.

Center Size: 65
 

 
 (Canada)
Susan Roberts, Senior Director Customer Support Centre
SNC-Lavalin O&M (View Company Profile)
SNC-Lavalin O&M provide effective management of your organization’s resources – from buildings to bridges and highways, and from plants to remote camps and ships – so you can focus on your core activities. We are recognized as Canada’s leading outsourced operations and maintenance solutions expert, with a portfolio that includes more than 110 million square feet of real estate in over 9,000 facilities, more than 117 MW of power, approximately 50 naval vessels and hundreds of kilometres of highway.

Industry Sector: Facilities Management

Role of the Center:
Our Customer Support Centre (CSC) is a Facilities Management operation, specializing in the full spectrum of facilities management for our clients. Our team of Customer Support Professionals accept and triage incoming requests from clients for everything from a lightbulb change to life or equipment threatening emergencies. The CSC is a 24/7/365 operation with a high-retention team of Customer Support Professionals providing expert professional facilities management services in both official languages (English and French). We are a certified ISO 9001 company, so our incoming request capture and dispatch is process driven to very stringent standards of process and protocol.
3:30 PM Afternoon Refreshment Break
3:45 PM International Guest Speaker - Risky Ananda of Bank Mandiri Indonesia on Self Service Technology

Risky will share details of their use of voice recognition for self service in a very demanding environment where security is paramount!

Since its inception, the bank has worked hard to create a strong management team and professionals who work based on the principles of good corporate governance which has been internationally recognized. Bank Mandiri supervised by the Board of Commissioners who are appointed by the Minister for State Owned Enterprises chosen by members of a prominent financial community. Highest ekskutif Management Board of Directors is chaired by the Director. Our Board of Directors consists of bankers from the legacy banks and also from outside the independent and highly competent. Bank Mandiri also has the function of offices of compliance, audit and corporate secretary, and the object for a routine inspection of the external auditors conducted by Bank Indonesia, BPKP and CPC as well as the international auditors. Asiamoney magazine pay tribute to our commitment to the implementation of GCG to provide Corporate Governance Award for the category of Best Overall for Corporate Governance in Indonesia and the Best for Disclosure and transparency.

4:00 PM Networking activity
4:45 PM End of conference day - closing remarks Raj Wadhwani, President ContactCenterWorld
5:00 PM Official welcome reception

After a day of fantastic ideas and great best practice sharing, join us for the official welcome reception at the poolside (upper deck) where you can enjoy a refreshing drink and snacks. There is no cost for conference delegates and its a great way to meet people in a relaxed environment

May 20 | May 21 | May 22 | May 23