call center week 2013

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PREMIER SPONSORS: WELC

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Human Capital Management & Consulting

Powered by

14th Annual Flagship Event

June 10-14, 2013 Caesars Palace, Las Vegas, NVwww.callcenterweek.com

YOUR INDUSTRY’S #1 EVENT

NEW FOR 2013:

BACK FOR 2013:

• Ritz Carlton Leadership Institute MasterClass – Certificate included

• Caesars Entertainment Site Tour

• Global Leaders Focus Day

• Transformational Leadership Track

• Big Data & Customer Analytics Track

• Mobile Application so you canconnect before, during and after theconference

• New member orientation

• Leadership training from HRprofessionals

• Content Quality Advisory Board

• “Culture in Action” Zappos Familycorporate headquarters tour– Sold out last year

• Blinds.com Master Class – Sold out last year

• Call Center Excellence Awards

• Interactive Roundtable Discussions

• Actionable, Practical Content – with 50+ case studies

• Diversified Perspectives from almost everyvertical, type and size call center

• Year round knowledge sharing with free membership toCustomerManagement IQ

GET THE EXPERIENCE OF 5CONFERENCES IN ONE TRIP!

Driving Business Value: Transforming Culture & Excelling in the Multi-Channel, Socially Interwoven Customer Environment

Where the industry comes together year after year to benchmark, share best practicesand uncover the latest technologies for driving customer service excellence.Customers and business expectations are changing, don’t get left behind.

Transformational Leadership • New Tools& Technologies • Customer StrategyTrends & What’s Next • Analytics &Measurement • Big Data CustomerAnalytics • Performance & ProductivityCall Center Metrics • Cross-ChannelCustomer Experience • Global BestPractices • Coaching, Hiring & Recruiting• Employee Engagement

With unrivaled content, networkingand onsite collaboration featuringover 70 speakers and close to 1200participants, there’s no other eventthat comes close.

PHYLLIS JAMESChief Diversity

OfficerMGM ResortsInternational

MICHAELD’ALESSANDRO

Chief of Staff & VP ExecutiveOperations

Consumer Reports

LISA CHURCHChief Experience

Officer 1st Advantage Credit Union

KEVIN D. WILDEChief Learning

OfficerGeneral Mills

Author of Dancingwith the Talent Stars

WORLD-CLASS KEYNOTES NEWLY ADDEDKEYNOTE

Register Today! Visit www.callcenterweek.com • Call 1-800-882-8684 • Email [email protected]

PETER “SCOTCH”SCOCIMARA

Director EnterpriseGlobal Support

Google

MAXINE CLARK Chief Executive

Bear Build-a-BearWorkshop

Diana Oreck,CHT

Vice President The Ritz-Carlton

Leadership Center

TROY H. MILLS Divisional VP

Customer CareOperationsWalgreens

STEVE RIDDELLChief Operating

OfficerBlinds.com

MARY BETHJENKINS

Chief OperatingOfficer

UPMC Health Plan

®

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JOIN THE CONVERSATION!

JOIN CALL CENTER WEEK'S LINKEDIN GROUP

POWERED BY CUSTOMERMANAGEMENT IQ -

WHO SHOULD ATTEND?

14th AnnualFlagship Event

Dear Customer-Centric Leader,

Welcome to YOUR event! To host the industry’s top call center event is a commitment we take very seriously. Justlike you, we never stop challenging ourselves to improve our events. We can honestly say 2013 is the best CallCenter Week ever.

Call Center Week is your premiere event because it’s designed to be truly transformational…

We understand your industry is in the midst of a major paradigm shift with mobile, social and digital technologiestransforming what you do at an unimaginable pace. The true customer voice has a new valued voice – onethat’s heard from the C-level down to the front lines.

And so it seems fitting that our 2013 theme is:Driving Business Value: Transforming Culture & Excelling in the Multi-Channel, Socially Interwoven CustomerEnvironment

Building off the key takeaways from the 2012 event, Call Center Week will challenge you to deliver more andwith better quality in a seamless way your customers can count on.

The 2012 Call Center Week was the largest in its event history. Call Center Week attracts an audience more richwith senior level, client side participation than any other event in the industry. With a crowd close to 1200customer-focused professions in 2012, we expect even more in 2013. With over 60% of attendees coming fromend-user companies including major Fortune 1000 companies, this is a 5 day immersive discussion, debate anddialogue with your peers. A wide range of industries and skills sets represented creates an environment packedwith unique points of view and expertise.

This year’s combination of inspirational keynotes, senior-level practitioner-led case studies and expert facultycreates an educational experience is only rivaled by the meaningful networking and technology discoveryopportunities in the Expo Hall.

Let’s face it. Strong economy or weak economy, we can never relent in our search for ways to improve costefficiencies, enhance customer service and build meaningful competitive advantages. Smart businesses arepositioning the call center as the pathway to achieving that competitive edge. The call center has its costs, butit also has its advantages—both as a tool for improving customer satisfaction AND as a tool for improving thebusiness. This eye opening event will show you how every call center should be a profit center. We’ll help youcreate a roadmap for improving customer experience, employing new technology and delivering ROI.

Put simply – Call Center Week will put you on the path to world-class excellence. We’ll share strategies forensuring clients’ expectations are continually exceeded while the business follows an operational model that isefficient, profitable and employee-centric.

KEY HIGHLIGHTS• Exposure to the most accomplished and visionary

leaders: Hear from six C-level speakers who have aseat at the C-Suite table - proof that customer-centricity is a strategic business initiative.

• New core competency training – New HRleadership led sessions on training, learning anddevelopment

• Onsite networking technology – To make sure you

maximize your time, investment and find the people& answers you’re looking for

• Customer Loyalty program – If you’ve been with usbefore, we want to thank you for your repeatbusiness. See page 28 for details.

• Lifetime Achievement Award – New categoryawarded to a surprise guest, one of the mostadmired customer-centric organizations in existence

• What are the biggest challenges and opportunitiesfor our organizations in the next 3 years?

• What problems will show up in 2013-2015 that weneed to be working on right now?

• What will our industry look like in 5-10 years?• What do we need to stop doing that is no longer

working?

CONTENT FOCUSED ON YOUR TOP BUSINESS CONCERNSOur distinguished speaker faculty and collaborative environment will provide the tools and insight need to addressthe following key business imperatives:

Call Center Week focuses on the business value of call centers. The content, people and experience are unlikeany combination you can get at any other event. Many of the offerings have limited capacity and sell out,don’t miss out on what promises to be valuable experience for all. Don’t forget, the earlier you register the moreyou save.

We look forward to seeing you this June!Lisa Schulman, Executive Producer, Head of North American Call Center Events, Customer Management IQ, aDivision of IQPC


June 10-14, 2013 Caesars Palace, Las Vegas, NVwww.callcenterweek.com

Welcome to theVoice of YOURIndustry Event…Completely tailormade to be morevaluable, practical,tangible andinspirational thanever before.

#CallCenterWeek @CallCenterEvent

CustomerManagement IQleverages data,

intelligence and networking from our globalcommunity of more than 50,000 customermanagement professionals to keep youahead of the curve — and your competition.This IQPC division that has spent decadesdelivering the most valuable call center,customer experience and marketingconferences is now a 24/7/365 resource thatkeeps you continually connected toactionable insights for getting closer to yourcustomer. Tapping into our team’s decades ofexperience, our contributor network ofinfluential customer managementpractitioners who best understand yourchallenges and the findings of our proprietaryresearch division, Customer Management IQdevelops sector-leading executive briefings,whitepapers, case studies, training materials,how-to guides, news, commentaries,podcasts, webinars and virtual events.Join the free Customer Management IQ tonetwork with the world’s most driven customermanagement professionals as you access thisendless assortment of game-changingcontent. To join visitwww.customermanagementiq.com

Call Center Week attracts a wide range ofprofessionals across all industries such asVPs, SVPs, Heads, Directors, Managers of: • Call Center

Operations• Customer

Management • Customer Care• Operations

• Sales• Marketing• Customer

Relations • Contact Centers • And many more!

Introduce yourself, share ideas, and network prior to the event!

#CallCenterWeekLook for call center week!

Sign Up for CMIQ's FREE NEWSLETTER

where 45,000 customer care professionals are connecting

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Jamie HaenggiChief Marketing andCustomer ExperienceOfficerProtection 1

Peter “Scotch” ScocimaraDirector Enterprise Global SupportGoogle

CONSUMER GOODS & MANUFACTURING

INDUSTRY EXPERTS & SOLUTION PROVIDERS

Jane Pearson-Wray, CSG Sr. Manager, ContinuousImprovementElectrolux Major Appliances, NA

Shawn CastleManager, Valvoline Support CenterAshland ConsumerMarkets/Valvoline Instant OilChange

Kevin D. WildeChief Learning Officerand VP, OrganizationalEffectivenessGeneral MillsAuthor of Dancing withthe Talent Stars – 25Moves that Matter Now


SPEAKERS: Help YouAccelerateBest Practice

The Call Center Weekspeakers are artfullychosen because theyhave a unique story orpoint of view. From small,medium and large callcenters to heads of callcenters and the C-levelperspective there alwaysbeen lessons you canapply to your world.

EDUCATION & PUBLISHING

Tim MoruzziProgram Director, CustomerContact Planning and ManagerUlster Business School

MichaelD’AlessandroChief of Staff & VPExecutive Operations,Consumer Reports

HEALTHCARE & MEDICALEQUIPMENT

Toni Ann MillsGlobal Director - Learning andDevelopmentFenwal, a Fresenius Kabi Company

Rhonda HammondVice President CorporateOperationsTriWest HealthCare Alliance

Mary Beth JenkinsChief Operating OfficerPMC Health Plan andUPMC WorkPartners

UTILITIES

Dorothy MartinLearning, LINK National ProgramManagerVerizon Wireless

Meg NeafseyVice President Customer ServiceAmerican Water Winner IQPC 2012 Call CenterExcellence Award - Best in Class(over 200 staff)

OTHER - SERVICES BUSINESSES

Marc BernicaVice President, Back-up CareAdvantage & Contact CenterOperationsBright Horizons Family Solutions

Katie ReaganDirector HRConnect Contact TeamIron Mountain

Todd Provino, VP of CustomerService, GrubHub

NON-PROFITS

Tom DaltonRelationship Coordinator ManagerHealthFirst

Kimberly WarrickClient Services ManagerNJ Shares in Partnership withVerizon NJ

Mindshare

SPI Global

Oracle

TeleTech

VPI

Salesforce.com

TELUS International

Convergys

Five 9

Genesys

Kana

Levementum

Mattersight

Pegasystems

TMG International

Splice Software

Intelliresponse

Genpact

Harte-Hanks

Intelliverse

IQ Services

Plantronics

Texas digital/Radiant

VoltDelta

Microautomation

Intradiem

360'CRM

Transera

Jabra

BenchmarkPortal

Symbi

FINANCIAL SERVICES & INSURANCE

Kim FlemmVice President and Head of Operations, Retirement SolutionsThe Guardian Life InsuranceCompany of AmericaLynn O’NeillCorporate Vice PresidentNew York LifeAmy VeasleyDirector ESC Solution Center OperationsAssurant SolutionsJimmy GriffithDirector ESC Solution Center OperationsAssurant Solutions

Lisa ChurchChief Experience Officer1st Advantage CreditUnion

HOSPITALITY

Patty CoaleyDirector of Diversity Education/ShowProducerMGM Resorts International

Diana Oreck, CHTVice President,The Ritz-Carlton Leadership Center

Alexandra da SilvaCorporate Central ReservationsManagerNH Hotels Spain

Caesars EntertainmentMeet the team during our tour!

Caroline HaganVice President Member ServicesAeroplan Canada

Phyllis JamesChief Diversity OfficerMGM ResortsInternational

RETAILERS

Troy H. MillsDVP – Customer Care OperationsWalgreen Co. Zappos Family Tour and CulturePresentation Meet many executives during our tour!

Brian O’MaraVice President National Call CentersSafelite® Group

Maxine ClarkFounder & ChiefExecutive BearBuild-A-Bear Workshop®

Where Best Friends Are Made®

= C-LEVEL EXECUTIVE

Steve RiddellChief OperationsOfficerBlinds.com

#CallCenterWeek @CallCenterEvent

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AGENDA-AT-A-GLANCE


DAYONE Pre-Conference Master Classes Monday, June 10, 2013

"I want to offer a personal thank you for a fantastic conference. It was particularly gratifying to receive recognition for the work wehave done over the past year focusing on building our culture that supports world-class excellence. Your organization has helpedus strive to be better " - Gordon Pullan, Assistant Vice President, Retirement Services, Participant Information Center, MassMutual Financial Group

Pre-Conference Workshops Tuesday, June 11, 2013

8:00 AM - Stop Being Just a Contact Center—Become the Nerve Center for your11:00 AM Organization through Customer Feedback

Mindshare Technologies, Inc.

WORKSHOP C

Effective Management of a Multi-Vendor Environment: Critical Steps inselecting, partnering, and managing your Customer-Centric OutsourceContact Center Provider 360’CRM

WORKSHOP D

11:15 AM - Customer Experience Journey Mapping: Design Experiences that Drive2:15 PM Customer and Business Value

Oracle

WORKSHOP E

Technology for Tomorrow: Turning Customer Experience into Action TeleTech

WORKSHOP F

2:30 PM - Balancing Innovation and Quality in the Call Center Landscape5:30 PM SPiGlobal

5:35 PM Evening Keynote Pro U.S. - Creating and Keeping Jobs in the U.S.Safelite® Group

6:20 PM Evening Activity (optional)

WORKSHOP G

Contact Center Metrics that Really Matter VPI

WORKSHOP H

(box lunchserved)

DAYTWO

1:00 PM- Back by Popular Demand 6:00 PM Coaching your Way to World Class Results

Steve Riddell, Vice President and Chief Operations Officer, Blinds.com

12:00 PM Registration for Master Class A & B

6:00 PM Monday Night Meet Up at SEAHORSE LOUNGE - Located caddy corner from PURE night club

MASTER CLASS A MASTER CLASS B

1:00 PM Extreme Customer Service Strategies5:00 PM “Radar On-Antenna Up”… Fulfilling Customers Unexpressed Wishes

Diana Oreck, CHT, Vice President, The Ritz-Carlton Leadership Center

5:00 PM Team Challenge 6:00 PM

OPEN TO ALL MAINCONFERENCE ATTENDEES!

CERTIFICATE INCLUDED

7:15 AM Registration for Workshop C & D

Choose A or B

Choose C or D

Choose E or F

Choose G or H

#CallCenterWeek • @CallCenterEvent

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TRACK ATransformational Leadership

TRACK B Breakthrough Tools & Technology

TRACK CData-Driven Insights & Analytics

TRACK DAchieving Peak Performance

TRACK ECustomer Experience Excellence

AGENDA-AT-A-GLANCE continued

1:45 PM Creating a Winning Call CenterCulture from Fortune “BestPlace to Work” WinnerBrightHorizons

2:35 PM Finding the Best Fit: Recruitingfor Your Culture, HiringAssessments for TalentDevelopmentNew York Life

3:30 PM Driving Performance with SolidOperating Principles andObjectivesAmerican Water

When Training Isn't Enough: AnAgent DevelopmentMethodology that ImprovesBusiness ResultsAeroplan CanadaTMG International Inc.

Virtual Agents (VA’s)– Engagingin Automated Conversationswith Customers in Self-ServiceEnvironmentsIntelliresponse & client

GrubHub Taps Cutting EdgeCloud Solutions to DelightDinersFive9 and GrubHub

Social CRM: Dig Deeper toUncover What Your CustomersReally ThinkKANA & client

Personality MattersTriWest HealthCare AllianceMattersight

Using Business ImpactMeasurement to Drive HigherEducation Opportunities in CallCenter OperationsVerizon Wireless

Transitioning from Service toSales: Positioning the “SalesConnection” as the Key toEmpowermentElectrolux Major AppliancesNA

Everyone is Busy but no one isHappyPegasystems Inc. & client

Best Practices for FocusedInvestments in Contact CenterAnalyticsGenpactGE Money

Strategies for Achieving World-Class Excellence and EnsuringConsistencyThe Guardian Life InsuranceCompany of America

Ensuring a Clear andConsistent Message about theCustomer ExperienceProtection 1

Achieving Multi-ChannelExcellence

TRACK SESSIONS BEGIN Tracks will be 45 minutes in length with five minutes for transition time. You can move between tracks as much as you’d like, this is your experience to customize.

1. Avoid 3 Mistakes Good Contact Centers MakeLed by: Intradiem

2. Home Agent Best Practices Led by Plantronics

3. Using Dashboards and Digital Signage to EnhanceProductivity and Teamwork in Your Contact CenterLed by: Texas Digital/NCR

4. Customer Experience Management OptimizationLed by: IQ Services

5. Delivering Seamless Customer Experience with Multi-ChannelSupport Led by: Harte-Hanks

6. The Challenges and Opportunities of a Multi-Channel ContactCenter – from Dial Tone to Social MediaLed by: VoltDelta OnDemand

7. Automation Strategies for Enhancing Customer Service Led by:Intelliverse

8. Workforce Management: Driving Customer Experience andEfficiency Led by: Genesys

9. Tons of data, but no actionable information.Learn how to harness Big Data in your contactcenter for true business valueLed by: Microautomation

10. Wireless Gone Wild: Unleashing the Power ofMobility in the Contact Center Led by: Jabra

11. Multi-Channel Centers: Let's Talk About WhichMetrics Matter!" Led by: BenchmarkPortal


11:30 AM Roundtable Discussions

DAYTHREE Main Conference Wednesday, June 12, 2013

7:00 AM Registration & Morning Coffee

8:00 AM Opening Remarks & Chief Networking Officer

8:30 AM KEYNOTE The Magic of Show: Driving the Culture of the Organization Down tothe Front LinePhyllis James, Chief Diversity Officer, MGM Resorts InternationalPatty Coaley, Director of Diversity Education/Show Producer, MGM ResortsInternational

9:15 AM KEYNOTE Become a Customer Company: Translating a Goal into a RealityTony Kavanagh, Vice President Service Cloud Marketing, salesforce.com

10:00 AM Morning Networking & Refreshments Break in Exhibit Hall

INTRODUCING OUR SURPRISE KEYNOTE!10:45 AM KEYNOTE Creating Meaningful Moments at Build-a-Bear

Maxine Clark, CEO, Build-a-Bear

12:30 PM Call Center Excellence Awards Ceremony Luncheon & Lifetime Achievement Recognition

4:05 PM Afternoon Networking & Refreshments Break in Exhibit Hall

4:50 PM KEYNOTE The Role of Culture in Delivering World-Class Customer ServicePeter “Scotch” Scocimara, Director Enterprise Global Support, GoogleJeffrey Purrit, President, TELUS International

5:35 PM END OF DAY KEYNOTEDancing with the Talent Stars – Tapping into Talent for GrowthKevin D. Wilde, Chief Learning Officer & VP Organizational Effectiveness, General Mills

6:20 PM Cocktail ReceptionJoin us in the expo hall for an exciting evening reception. Here’s your chance to unwindand meet the delegates, speakers, sponsors, media partners – and your friendly IQPCteam. Bring plenty of business cards.

7:30 PM DINNER DINE AROUNDSIf you’re travelling alone – you don’t need to eat alone. The event team will have sign-upsheets for dinner reservations at local restaurants. Each participant will receive their ownindividual check. Sign up today and meet some new friends and benchmarking partners

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8:30 AM - 11:30 AM Group 1: Site Tour I

12:30 PM - 3:30 PMGroup 3: Site Tour K

CAESARS ENTERTAINMENT SITE TOUR

Streamlining Operations and Enhancing Customer Experience

11:45 AM- 2:00 PM Group 4: Site Tour L

SITE TOURSZAPPOS SITE TOUR

Zappos Makes Work “FUN”(Each site tour is limited to 50 people, and sell out very quickly. Sign up early toreserve your preferred time on this popular tour. Buses leave every hour





1:45 PM Complete Customer Experience Genesys & client

2:30 PM Afternoon Networking & Refreshments Break in Exhibit Hall

3:15 PM Creating a Formalized Call CenterEmployee Career Path ProgramAssurant Solutions

Key Steps for a Successful Multi-Channel Marketing Campaign SPLICE Software & client

Remote Agents: Transitioning to aVirtual Model for Cost and EfficiencySavingsIron Mountain

Case Study: Employing SugarCRM -Driving Collaboration, Flexibility andGrowthLevementum, LLC

HOT TOPIC!If you have a hot topic or compellingcase study and is interested in speaking,contact [email protected]

Revolutionizing Customer Experienceacross Multiple ChannelsAshland Consumer Markets/ValvolineInstant Oil Change

Top 10 Ways to Improve Call CenterEmployee Motivation -Non- ProfitPerspectiveHealthFirstNJ Shares in Partnership with Verizon NJ



AGENDA-AT-A-GLANCE continued

DAYFOUR Main Conference Thursday, June 13, 2013

7:00 AM Morning Coffee & Registration

8:00 AM Opening Remarks

8:15 AM Call Center Excellence Award Panel Hear from the award winners themselves!

8:45 AM KEYNOTE Empowering People. Powering BrandsDonna Johnson, Principal, Applications Business Group CX and CRM, Oracle and client

9:30 AM Morning Networking Break & Live Demo Drive in Exhibit Hall

10:15 AM TECH DISCOVERY ZONE

11:00 AM KEYNOTE Engraining the Customer Experience into the Culture and DrivingInnovationLisa Church, Chief Experience Officer, 1st Advantage Credit Union

11:45 AM KEYNOTE Walgreens: At the Corner of Personalization and Intelligent Multi-ChannelTroy H. Mills, DVP – Customer Care Operations, Walgreen Co.; Mike Wooden, SVP,Convergys

12:30 PM Networking Lunch

GLOBAL FOCUS DAYDriving Business Value and Delivering Consistent World-Class Experience in a Multi-ChannelGlobal Environment

8:00 AM Registration

8:30 AM OPENING KEYNOTE BY AWARDWINNING C-LEVEL EXECUTIVE!Employee Engagement:Starting atthe Top UPMC Health Plan and UPMC WorkPartners

9:20 AM Competency-Based Learning &Development Fenwal, a Fresenius Kabi Company

10:20 AM Networking Break

10:45 AM Elevating the Call CenterProfession: Assessing the Value of aConcentrated Masters DegreeUlster Business School

11:35 AM Strategies for Increasing Sales in aMulti-Language, Multi-ChannelContact CenterWinner - Best Customer Experience in Spain among all sectorsNH Hotels Spain

12:25 PM Global Focus Day Concludes

4:00 PM KEYNOTE “It’s Not Your Daddy’s Chevrolet Anymore” – The Future of Customer CommunicationMichael D’Alessandro, VP Executive Operations and Chief of Staff, Consumer Reports

4:45 PM End of Main Conference Day 2

10:30 AM - 1:30 PMGroup 2: Site Tour J

Site Tour Day And Global Focus Day Attendees who wish to attend both site tours, please select workshops I & L. Friday June 14, 2013DAYFIVE

SOLD OUT SOLD OUT

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NWINNERS OF OUR

2012 AWARDS INCLUDED:

Best in Class (over 200 staff)

Best in Class (under 200 staff)

Best OutsourcedProvider

Best Learning and DevelopmentProgram

Call Center Leader of the Year

Best New MobileCustomer Strategy

Voice of theCustomer

Creating a Culture

1stPLACE

2ndPLACE

Best SolutionProvider


Call center management is about consistently evolving to exceed theexpectations and desires of customers; there is no such thing as “goodenough.” The Call Center Excellence Awards held in conjunction with the 14thAnnual Call Center Week in Las Vegas, NV, honor those who think—and act—inaccordance with the mindset that one can never reach an apex in customerservice. The 2013 Call Center Excellence Awards honor, recognize and promotethe most innovative call center solutions and individuals over the past year.With awards given in ten categories, they are dedicated to recognizingsuperior thinking, creativity and execution across the full spectrum of callcenter functions.

Join us during the awards Luncheon on Wednesday, June 12, 2013 at 12:30pm as winners are recognized for their unique achievements. Don’t miss youropportunity to meet with current and future leaders in call center excellence.

Award winners will receive our customized awards and have the opportunity topresent during a conference panel session. These leading companies will alsogain world wide recognition through press releases and in industry publications.

1. Visit www.callcenterawards.com and fill out the applications for the category you wishto apply for.

2. Send the completed applications to [email protected]

Applications are due April 12, 2013 and finalists will be announced the last week in May.

How to Apply

Why apply for a Call Center Excellence Award:• Be recognized in front of hundreds of your call center peers• Add to your professional development with an industry recognized accolade• Be featured in post-event press including press releases and media publications• Share your expertise during the award-winners Discussion Panel

The 2013 Categories Include:

About The Awards

Best in Class Call Center (over 200 staff)This award is dedicated to a World-Class Call Center that sets a vision ofExcellence.

Best in Class Call Center (under 200 staff) This award is given to the center thatdefined its overall strategycontributes to the growth and profitof the organization.

Best Outsourced ProviderThis award details how the provideracts as a strategic partner to clientcompanies and provides seamlessservice aligned with corporate goals.

Best Performance Acting on Voice ofthe Customer and Voice of theSocial Customer This category details how companiesengage with customers and translatefeedback into action, includingconverting a voluminous amount offeedback data into product andprocess innovation for breakthroughperformance.

Best Technology Solutions Provider This award addresses how atechnology solution helps clientcompanies improve their efficiency,productivity, profitability andcustomer service.

Greatest Job Creating a Culture thatInspires World-Class ExcellenceThis award addresses creating aVoice of the Customer culture andgaining employee support to carryout your vision.

Best Contact Center Learning,Development & RecognitionProgram This award explores integratinglearning and development with shortand long-term business goals

The Call Center Leader of the Year This category entails: embracing themegatrends, delivering a consistentcustomer experience in amultichannel environment, andinspiring a team to achieveexcellence:

NEW FOR 2013 - Best InternationalCall CenterThis brand new award focuses ondriving business value and deliveringconsistent world-class experience in amulti-channel global environment.

Winner Runner Up 3rdPLACE

HonorableMention

American Water

Road America

Cigna

Zurich

Acronis

BluegreenCorporation

Convergys

Thomas L. Cardella& Associates

Firstsource

Discover

Stream Global

Valvoline

Pioneer

Assurant

Asurion

IntelliResponse

Aspect

Utopy

SDL

Jacada

Evolv

Kana

Allianz

TELUS International

Discover

Acronis

Amex Canada

Humana

Discover

Stream

Applicatio

n Deadlin

e Expired

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PRE-CONFERENCE MASTER CLASS DAY


DAYONE

Get a head start on your learning experience by signing up for one of the hands-on interactive master classes by the most admired leaders in the industry. This is yourchance to dive deep into key fundamental areas including – coaching and customer service experience excellence. Drive your own personal development and gaininstrumental strategies for creating positive business results. Spaces are limited so don’t miss out and sign up now!

MASTER CLASS A

12:00 PM Registration for Master Class A & B

6:00 Monday Night Meet Up SEAHORSE LOUNGE- Located caddy corner from PURE night clubInspired by the underwater world of mermaids and seahorses, this architecturally stunning Las Vegas lounge is tranquil yet hip. Few options for nightlife in Las Vegas can boast a towering 1,700-gallon aquarium. Offering a full cocktail menu, the Seahorse Lounge at Caesars Palace features specialty martinis and more than 20 champagnes served in half-bottles and individual pops.Specialty coffees and espressos are always available. Cash Bar Event!

6:00 PM

MASTER CLASS B

5:00 PM

BACK BY POPULAR DEM

AND!

LAST YEAR THIS SESSION SOLD OUT, REG

ISTER EARLY!

(CERTIFICATE IN

CLUDED IN

REG

ISTRATION FEE)

Monday, June 10, 2013

1:00 PM Radar On-Antenna Up… Fulfilling Customers UnexpressedWishes

This program will have you on the edge of your seat wanting more. It was designed fororganizations who are ready to take their customer service experience to the next level.It focuses on important elements and subtle nuances of delivering excellent customerservice in a consistent manner. This program is great for employees at all levels of yourorganization. In this master class, you will discover how successful Ritz-Carlton supervisorsand managers create exceptional memories for their guests through consistentlyapplying the performance management cycle.

Learning Objectives:• Key service principles which lead to emotional connections• Legendary service does not have to cost a lot of money• The importance of a written service strategy• The difference between expressed and unexpressed customer needs• The power of surprise and delight

Learn the Ritz-Carlton way with eight key points necessary to deal with customersthat are used to the best of everything and are hard to “wow” including: • Legendary service does not have to cost a lot of money • The three steps of service • Olympics-gold vs. silver • Radar on and antenna up • Fulfilling unexpressed wishes? • The Ritz-Carlton “WOW stories” • Happy customers do spend more money • Ordinary people doing ordinary things extraordinarily well

This master class features practical exercises you can take back to your teams toachieve higher levels of engagement with your employees and customers.

5:00 PM Team ChallengeWho says you can’t have intimacy and community involvement at the largest conference inthe industry? The last hour of this master class will feature a team challenge where attendeeswill break up into teams and apply the customer service tips they just learned to their business.Get ready to roll up your sleeves in the last final power hour where you put ideas into practice.

6:00 PM

1:00 PM Coaching your Way to World-Class Results

• 2010 Winner IQPC Call Center Excellence Awards – Best in Class Call Center (under 200 staff)

• 2011 #1 Best Places to Work Award for Companies between 100-500 employees bythe Houston Business Journal

Very often, boosting productivity comes at the expense of job satisfaction and entailsinvolving longer hours and more responsibilities. Find out how to concentrate on skilldevelopment in the organization and coach your way to world-class excellence.Walk away from this session with a completely different approach of how to boostproductivity and revenue, and decrease costs – all while protecting culture.

With the economy sputtering, Blinds.com has managed to double their size andachieve award winning results. Blinds.com is the largest seller of blinds and windowcoverings on the internet in both the U.S. and Canada and the largest internet basedbusiness in Houston, TX. This session will include live coaching sessions designed todemonstrate how to coach your way to world-class excellence. It will also provideyou with the insight needed to determine whether you are allocating yourtime/attention properly for achieving maximum performance results.

Attend this eye opening master class and find out how to:• Achieve double digit performance improvement and close rates (Steve Riddell’s

team averages over 35% close rates, up from 12% just 4 years ago)• Create a culture that inspires employees and mirrors award winning companies • Achieve year-over-year performance improvement with every one of your call

center staff• Find out why it’s importance to focus on “competence” rather than “compliance”

with sales and customer service people.

This is a must attend master-class for any executive interested in doubling and triplingresults by coaching people! Don’t miss this live mock coaching session designed todemonstrate how to empower people through Self Discovery.

Steve RiddellVice President and Chief Operations OfficerBlinds.com

Diana Oreck, CHT Vice PresidentThe Ritz-Carlton Leadership Center

= C-LEVEL EXECUTIVE

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Tuesday, June 11, 2013

DAYTWO

Select three different workshops that align with your development areas. All workshop leaders are trained to deliver and executive training programs, giving you the solidstrategies to take back and implement at your own call center. Spaces are limited so sign up today!

PRE-CONFERENCE WORKSHOPS & KICK-OFF KEYNOTE

8:00AM - Stop Being Just a Contact Center—Become the Nerve Center for11:00 AM your Organization through Customer Feedback

Erich C. Dietz, Senior Director, Sales, Mindshare Technologies, Inc.

Customers do not view contact centers as islands within a brand; they view themas an experience within in a brand journey. Leading organizations are harnessingcustomer feedback within their centers and using it to drive operational changewithin—and well beyond—their centers to improve the overall customerexperience. These organizations understand that not all customers or interactionsare created equal, so it’s critical to tailor their customer feedback approachaccordingly.

A well-executed voice of the customer (VoC) program can drive improvements infirst-contact resolution, employee performance, and profitability across theenterprise. But to accomplish this, companies must be more efficient and effectivewith their use of feedback, especially as it relates to their ability to extract insightsfrom customer comments and other forms of unstructured feedback. A company’sability to quickly analyze feedback enables them to provide optimal experiencesat every touch point.

What you will learn:• New tactics for obtaining more feedback from customers

(voice, online, mobile, etc.)• The concept of “frictionless feedback” & survey design for more customer-

friendly and business-friendly surveys• Innovative ways to analyze feedback to distill insights• Techniques for converting data into actionable information

WORKSHOP C

Effective Management of a Multi-Vendor Environment: CriticalSteps in selecting, partnering, and managing your Customer-Centric Outsource Contact Center Provider Ian Santry, Team Leader: Marketing/Product Development, 360’CRMRob Marshall, Chief Operating Officer, 360’CRM

360’CRM’s interactive “Effective Management of a Multi-Vendor Environment” willbe overview of outsourcing Contact Center Services by determining what processconsiderations are necessary to gain the most from Contact Center/VendorManagement space. A current or perspective contact center/vendormanagement practitioner will learn how to identify, select, and optimize yourOutsources Contact Center channel while enhancing overall performance andenterprise decision-making. Our educational workshop will conclude with acomprehensive case study that will bring to life in a real-world way how Processfundamentals, along with the right Technology support, can deliver effective,customer-centric performance and bottom-line results.

What you will learn:This session is designed for companies considering or currently outsourcing theircall center/ teleservices activity or looking to enhance the performance of theirown internally managed call center channel. We’ll address strategies for drivingimproved Contact Center Performance and Customer Experience, ReducingCosts and Managing Risk.

Areas of Examination in Order to FullyLeverage your OutsourcedVendor/Partner Environment –Examples:• Contact Center Selection Process

(Inbound, Outbound, B to C, and Bto B; different considerations fordifferent handling applications);

• Key Performance Metrics – Customer,Agent, Contact Center, Channel

• Multichannel Customer Interactions –Phone, E-mail, Self-Service, and SMS

• Key Stakeholder Alignment –Communications & Governance

Technologies that enhanceOperational Performance within yourMulti-Vendor Environment – Examples:• Contact Center – Operational

Performance Support, Actionable

Data, and Modeling;• Contact Center – Dynamic, ongoing

sales and customer care skillsdevelopment support;

• Customer Experience – Agentsupport technology;

• Customer Experience – ChurnAnalysis, Cycle Marketingintelligence, and Brand Satisfaction.

Operational Case Study: In-depth review of Fortune 100company’s vendor management“revolution” in an environment ofintense regulatory scrutiny.• Background• Lessons Learned• Learnings Applied• Current Initiatives

WORKSHOP D


7:15 AM Registration for Workshop C and D

“It was certainly an exciting learning process for mepersonally and professionally”

- Lisa Jones, Supervisor, Group Retirement Services Call Center, Sun Life Financial

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2:30 PM - Balancing Innovation and Quality in the Call Center LandscapeCecilia “Chilly” Lopez, Vice President Quality, SPiGlobal

Retailers, Financial Institutions, Electronic Manufacturer, TelecommunicationSuppliers, Media & Entertainment Providers, and Energy & Utility organizations facedifficult – and unique – challenges towards rebuilding trust in this ever-connectedmarketplace. SPi Global will take you on a journey that establishes a success tracktowards excellence in the customer experience by establishing strong and robustQuality & Process Management that covers 3 core areas: • The value of earning back trust through using sound Business Intelligence to

improved operational efficiency• Improvements can take place “after” personalized service is identified in living

up to new customer expectations• Effectively linking customer experience strategies to bottom line results and

increased satisfaction by indoctrinating Innovation across your servicing platform

This journey will neither happen overnight nor be the same for every organization,but success absolutely hinges on the incorporation of innovative strategies forovercoming challenges in business intelligence and process improvement.

WORKSHOP G

Contact Center Metrics that Really Matter

Patrick Botz, Vice President, VPI

Now more than ever, contact center managers and executives need to beproactive in helping their organizations accomplish strategic and tactical goals,but with so much data available there's a tendency to rely upon the tried andtrue call center metrics that everyone tracks. Successful managers know the fewmetrics that really matter, understand best practices for measuring them, andutilize proactive technologies that enable them to effectively monitor metrics toidentify and optimize rather than wait and react.

Find out how to:• Identify the most valuable metrics for your organization that yield the results that

matter - both to internal and external stakeholders. • Avoid some of the most common pitfalls encountered in establishing a focused

few metrics approach.• Establish appropriate metrics, KPIs and processes that can quickly allow you

visibility into your entire customer contact operations and result in greatercustomer engagement and loyalty.

• Link employee performance to metrics and create a greater sense ofcommitment and accountability

WORKSHOP H

DAY TWO: PRE-CONFERENCE WORKSHOPS & KICK-OFF KEYNOTE continued Tuesday, June 11, 2013


11:15 AM - Customer Experience Journey Mapping: Design Experiences that2:15 PM Drive Customer and Business Value (box lunch served)

Donna Johnson, Principal, Applications Business Group CX and CRM, Oracle

Join the Oracle Team for an interactive CX Design Workshop designed for businessleaders, CX professionals, innovators and change-agents.

Participants will gain hands-on experience mapping customer journeys, diagnosingcustomer experience issues and identifying opportunities, and designingexperiences that deliver both customer and business value. We will address thestrategic challenges & opportunities that customer experience presents from globaland industry perspectives. Lastly, learn the fundamentals of CX Strategy & Designand how to catalyze customer experience transformations.

This workshop will include skills for Customer Experience design:• In-depth understanding, CX Economics, and CX Branding Principles• Hands-on experience mapping customer journeys, diagnosing customer

experience issues and identifying opportunities, and (re) designing experiencesthat deliver both customer and business value

• Introduction to agile and lean startup principles as foundations for rapid CXInnovation

WORKSHOP E

Technology for Tomorrow: Turning Customer Experience intoAction

Taylor Allis, Vice President, TeleTech

Leveraging big customer data for more sales. Creating a 360-degree view ofcustomers. Building voice-of-the-customer programs. Improving customerrelationship management processes. Providing seamless customer serviceinteractions across all communication channels. These goals sit at the top oforganizations everywhere, so why is it so difficult to turn them into action plans andoperationalize them?

Join TeleTech in an interactive workshop to understand the challenges blockingtoday's biggest customer experience initiatives. This workshop will evaluate today'stechnologies and solutions to overcome these challenges, and the group willcollectively brainstorm a vision for the future of your customer experience.

Attendees will walk away with a Top 10 Guide to help them:• Understand the current state of customer experience technology and the

obstacles that stand in the way of realizing their vision• Know when to invest in new service technologies, when to integrate, and when

to rip and replace• Think outside the box when it comes to delivering what customers want

WORKSHOP F

11:00 AM Registration for Workshops E & F

2:15 PM Registration for Workshop G & H

5:30 PM

(box lunchserved)

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6:20 PM Evening Excursion Optional add-on show (Exact Show to be Announced)

You asked, we delivered. We take your feedback very seriously andcontinually strive to bring you the complete experience from the momentyou arrive to the moment you leave. You asked for an opportunity to see ashow with fellow attendees and we’re happy to organize this. We realizeyou’ve had a long day of conferencing, so this is a chance to unwind withfellow attendees, leave work behind and engage with other like-mindedpeers. We’ve found our attendees to benefit just as much with thesenetworking events as they do during educational sessions. Don’t miss outon informal networking opportunities like this.

We are in the final process of securing group seats for a premier show. Check back soon. Space will be very limited,


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2013 HAS MORE OF EVERYTHING That makes Call Center Week the annual meeting place forcustomer management leaders year after year...

5:35 PM

Pro U.S.: Creating and Keeping Jobs in the U.S.

Brian O’Mara, Vice President National Call Centers, Safelite® Group2011 Global Call Center of the Year finalist

Safelite® Group is a multi-faceted vehicle glass and claims managementservice organization that operates four contact centers handling 15 millioncalls per year. Find out how Safelite developed a part-time staffing model thatallows the company to operate in the U.S. yet remain cost-competitive withIndia (the cost-per-call variance is 10%).• Realizing costs savings – part-time model versus full-time model costs• Enhancing customer experience – scaling up or down based on customer

demand and avoiding language barriers• Understanding what the hiring model looks like• Identifying target demographics for CSRs including college students,

retirees, mothers• Conducting hiring assessments/personality profiles • Investing in an intuitive training model that allows you to get someone up

and running within hours if needed even if they have no industryexperience.

Why this matters to you? If you’ve considered offshoring, near shoring or homeshoring you’ll grapple with weighing the benefits and drawbacks. Learn howto keep service up and costs down in this local economy.

OPEN TO ALL MAIN CONFERENCE ATTENDEES!

MORE content • MORE choices • MORE end-user speakers • MORE inspirational, motivational keynotesMORE structured, meaningful networking • MORE global perspectives • MORE evening activities

For one travel spend and 5 days out of the office, you will get:MORE VALUE THAN EVER BEFORE

• 2 Master Classes• 6 Workshops• 5 Concurrent Breakout Sessions

• 13 World-Class Keynotes• 100+ Cutting-Edge Exhibitors• 50+ Educational Sessions

• 2 Site Tours• Global Focus Day• Call Center Excellence Awards Celebration

• 1200+ attendees with 55%representing end-users,more than any other event

DAY TWO: PRE-CONFERENCE WORKSHOPS & KICK-OFF KEYNOTE continued Tuesday, June 11, 2013

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Wednesday, June 12, 2013 DAY

THREE MORNING KEYNOTES: A collection of passionate leaders, visionaries and inspirational stories MAIN CONFERENCE


1. Avoid 3 Mistakes Good Contact Centers MakeLed by: Matt McConnell, CEO, Intradiem

2. Home Agent Best PracticesLed by Neil Hooper, Senior MarketingManager, Plantronics

3. Using Dashboards and Digital Signage toEnhance Productivity and Teamwork in YourContact CenterLed by: Matt Wheat, National Sales Manager,Texas Digital/NCR

4. Customer Experience ManagementOptimizationLed by: Mike Burke, Vice President of Sales, IQServices

5. Delivering Seamless Customer Experiencewith Multi-Channel SupportLed by: Colleen Miller, VP Contact CenterSolutions, Harte-Hanks

6. The Challenges and Opportunities of a Multi-Channel Contact Center – from Dial Tone toSocial MediaLed by: Craig DiAngelo, VP, Enterprise &Operator Services, VoltDelta OnDemand

7. Automation Strategies for Enhancing CustomerService Led by: Frank E. Paterno, VP Marketing,Intelliverse

8. Workforce Management: Driving CustomerExperience and EfficiencyLed by :Bradley J. Baumunk, Solution MarketingManager – Best Practices Lead - CustomerService, Genesys

9. Tons of data, but no actionable information.Learn how to harness Big Data in your contactcenter for true business valueLed by: John Peitler, Vice President,MicroautomationUmesh Jain, Founder and CEO, Nowanalytics

10. Wireless Gone Wild: Unleashing the Power ofMobility in the Contact CenterLed by: Chris Schultz, Jabra DemandGeneration Director and Kay Phelps, Jabra UCSegment Manager

11. Multi-Channel Centers: Let's Talk About WhichMetrics Matter!"Led by: Bruce L. Belfiore, Senior ResearchExecutive & CEO, BenchmarkPortal

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12:30 PM Call Center Excellent Awards Ceremony LuncheonFeaturing Lifetime Achievement Award Winner, Maxine Clark CEO of Build-a-BearDon’t miss out on the most anticipated event of the show, call center excellence awards.


8:00 AM Opening Remarks & Chief Networking Officer

8:30 AM The Magic of Collaboration: Driving the Culture of theOrganization Down to the Front Line

Patty Coaley, Director of Diversity Education/Show Producer, MGM ResortsInternational

This opening morning keynote is sure to inspire you. Hear how 70 MGMResorts International employees wrote, produced and starred in their ownproduction called Inspiring our World: A Musical Journey. The showexplored MGM’s commitment to diversity and sustainability. “It was justlike America’s talent. Everyone did something different.”

The show, led by motivational speaker Ondra Berry, shared the elementsof a typical company event including group handshakes, missionstatements, and claims that employees work for "the greatest company inthe world." But, instead of teaching in classroom setting, MGM producedthis musical production with the goal of getting all of its 62,000 Las Vegas-based employees engaged in its corporate diversity program. Don’t missthis moving session where MGM’s Chief Diversity Officer, Show Producerand even some of the show stars sharing vignettes! Walk away withunique ideas for employee engagement!

Why this matters to you? You constantly seek creative ways to motivate,engage and inspire your employees to lead with passion. This is an over-the-top example of moving a large workforce to believe.

9:15 AM Walk the Walk: Become a Customer CompanyTony Kavanagh, Vice President Service Cloud Marketing, salesforce.com and client

Smart organizations everywhere are realizing that in order to staycompetitive, they must be customer-centric. However, in today’s leanand fluctuating economic conditions, making decisions with yourcustomers in mind becomes a daily battle when it doesn’t alwaysreflect immediate bottom-line impact. Couple that with customersdedicating how and when they want to be communicated to and it’s adaily struggle to meet their expectations. In this session learn howService Cloud, the #1 customer service application, can help youconnect with your customers in a whole new way from the contactcenter, to self-service communities, social media and beyond. Also hearhow a Salesforce’s leading customer is setting new standards incustomer service, meeting customers where they want to be met, anddelighting them every time.

Why this matters to you? Technology is accelerating faster than we cankeep it. You need tools and methods to help you deliver excellentservice every time.

10:00 AM Morning Networking & Refreshments Break in Exhibit Hall

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Phyllis JamesChief Diversity OfficerMGM Resorts International

= C-LEVEL EXECUTIVE

10:45 AM INTRODUCING OUR SURPRISE KEYNOTE!The Bear Necessities of Business: Building a Company with Heart

Maxine Clark has been "Chief Executive Bear" of Build-A-Bear Workshop, Inc. since thecompany's inception in 1997. Today there are more than 400 Build-A-Bear Workshop storesworldwide. Don't miss this exciting keynote from one of the true innovators in the retailindustry. We'll hear about Maxine's mission "to encourage the entrepreneurial spirit in others tomove our economy forward." As an entrepreneur, Maxine will share her story about creatingBuild-A-Bear Workshop and turning a simple idea into a successful company withheart. Don't miss the wonderful story peppered with input from Guests and Associates. • Key strategies for spotting emerging trends• Identifying and acting on customer needs• Understanding the tools needed to start, run and market a company from the ground up• Creating an award winning culture

Hear how BBB uses customer insights to evolve their experience. Plus, find out why Build-A-Bear Workshop was named to the 2013 FORTUNE Best Companies to Work For(r) list for the 5thconsecutive year!

Why this matters to you? We are constantly challenged with running a business in today'scompetitive environment. Our innovative Chief Executive Bear will provide the insightneeded to spot trends, realize tremendous growth and build a company with heart.

11:30 AM Roundtable Interactive Discussions (Peer-to-Peer Experiences, Led by SubjectMatter Experts) Leaders include executives from the following leading companies:

Maxine ClarkFounder and Chief Executive BearBuild-A-Bear Workshop Where Best Friends Are Made

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NDAY THREE: MAIN CONFERENCE Wednesday, June 12, 2013 • CONCURRENT BREAKOUT SESSIONS: Best practice sharing with information you can apply to your world.




Chair: Rich Guth, Vice Presidentof Marketing, Transera


TRACK ECustomer Experience Excellence

Chair: Kevin Karlin, TechnicalProduct Manager, Symbi

When Training Isn'tEnough: An AgentDevelopmentMethodology thatImproves Business ResultsCaroline Hagan, Vice PresidentMember Services, AeroplanCanada

John Bardawill, ManagingDirector, TMG International Inc.

In this case study presentation,Caroline Hagan, Vice PresidentMember Services, Aeroplan willdiscuss how Aeroplandeveloped a successful AgentDevelopment strategy tosupport a major transformationof their Contact Center. Thechallenge was to drive changeat the agent level that was inline with the new strategy andhad a positive impact on thecustomer experience.

Hear how TMG International Inc.developed a uniquecompetency framework andmethodology to help Aeroplanre-engage and re-orient itsagents around theorganization’s new vision andmission. Key components of thismethodology will be exploredincluding how to:• Develop an organizational

model that allows for sufficientand ongoing coaching

• Manage the many factorsand levers required forperformance optimization

• Facilitate a strongagent/customer relationship

• Develop a sales-driven cultureamongst the agents

• Leverage the call structure toensure consistent results andan improved customerexperience

Social CRM: Dig Deeperto Uncover What YourCustomers Really ThinkJames Norwood, ChiefMarketing Officer, KANA andclient

Social media is transforming thebusiness-to-customerrelationship. The opinions yourcustomers are openly sharing onpublic review sites, Facebookand Twitter, and a multitude ofother communities and forums,essentially constitute marketresearch, free of cost. Payingattention to what's being saidprovides a valuable opportunityto better understand yourcustomers. This session willprovide insight into social mediamonitoring that goes beyondreputation management,tapping into the passion of yourcustomer base to help youunderstand their joys andfrustrations with your brand intheir own words.• Leveraging listening

technology to analyze thelarge quantities of constantlygenerated online commentaryin real time

• Employing text analytics toidentify meaning,

• Proactively evolving in thedirection of your customers'needs

• Processing natural language inorder to track onlineconversations more accurately

• Conducting root-causeanalysis

• Analyzing and diving into thecomments being made

• Find out how to leveragequalitative and quantifiableinsights to identify and addresspotential gaps between yourbrand promise and thecustomer experience

Transitioning from Serviceto Sales: Positioning the“Sales Connection” asthe Key to EmpowermentJane Pearson-Wray, CSG - Sr.Manager, ContinuousImprovement, Electrolux MajorAppliances, NA

Expanding the role and skillset offrontline agents can enhancetheir value to customers as wellas to your company. This sessionwill focus on improving youragents’ ability to strengthencustomer relationships and drivemore revenue for yourorganization. Electrolux MajorAppliances, a global leader inhousehold appliances sellingmore than more than 40 millionproducts to customers in 150+markets, manufacturer’s strongbrands including Electrolux andFrigidaire products. In 2011, anew CEO started and launched10 “smart initiatives” with onedirected to the contact center –generate revenue dollars forafter market needs. Find outhow the company convertedcalls into a sales opportunity andachieved a 325% growth inconsumable goods revenue injust one year. • Understanding when to

transition from a service tosales environment

• Enhancing customerrelationships by offering valueadded services and products

• Driving cultural change,gaining buy-in,“cheerleading,” and keepingit fun

• Implementing a 7 step “VModel” process for driving theinitiative

• Launching a commissionstructure with culture buildingteam activities/rewards

Strategies for AchievingWorld-Class Excellenceand Ensuring ConsistencyAcross ChannelsKim Flemm, Vice President &Head of Operations RetirementSolutions, The Guardian LifeInsurance

• 2011-2012 J.D. Power andAssociations Call CenterCertification

The Guardian Insurance &Annuity Company, Inc. (GIAChas been recognized for callcenter operation customersatisfaction excellence underthe J.D. Power and AssociatesCall Center CertificationProgramSM for two straightyears. The company, operatinga very complex financialservices center with a long pre-approval process, recentlyramped up and shortened theagent training process. Thissession will share strategies forensuring consistency in thequality of products/servicesand in the valuerepresentatives put on thecustomer experience. • Learn the critical areas of

customer satisfaction• What best practices have

been aligned with theircustomer needs

• An innovative approach topre-hire interviews called“Round Robins”

• Hiring, training andassessment practices as wellfor both full-time and tempstaff



1:45 PM Creating a Winning CallCenter Culture – FortuneBest Place to WorkPresenter!Marc Bernica, Vice President ofOperations, BrightHorizons

• Fortune Top 100 Places to Work = 13 straight years

• 2012 Center of Excellence,BenchmarkPortal

Founded in 1986, Bright HorizonsFamily Solutions a leadingprovider of employer-sponsoredchild care, early education, andwork/life solutions. When familiescall looking for care for theirloved ones, they need to beserved by people who do morethan process a transaction; theyneed personal service fromsomeone ready to provide acustomized caring solution.Bright Horizons is a 2012 recipientof the Center of ExcellenceAward and has been on theFortune Top 100 Places to Workfor 13 straight years. Find outhow the company’s guidingprinciples are engrained in theculture to the point where everyemployee is living and breathingits core values. You’ll hearoutstanding results caused bytheir employee engagementincluding 80% of their new hiresare employee referrals, customersatisfaction averages 97.3% andtheir agent satisfaction is aperfect100%.• Learn about their formal

recognition program designedaround their principles andincentivized by performance

• Hear how and why they givetheir staff a heightened level ofautonomy

• Walk away with strategies formastering performancethrough the company culture

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2:35 PM Finding the Best Fit:Recruiting for YourCulture & HiringAssessments for TalentDevelopment

Lynn O’Neill, Corporate VicePresident, New York Life

Find out how New York Lifereduced turnover from 2.5% to1% and firmly believes that you“should never settle” with yourhiring selections. During thissession you’ll learn about NewYork Life’s hiring assessmentprocess and how they’vestreamlined it for top efficiency.You’ll have a chance to seethe actual hiring assessmentdashboards used by the NewYork Life. Walk away withstrategies for uncovering theright fit for the right jobs - all inaccordance with your overallculture and mission. • Pre-determining a

candidate’s cultural fit withyour organization

• Leveraging personalityprofiles to match candidateswith different internalpositions

• Employing scorecards andanalysis to review results andprobe candidates for thebest fit

• Pinpointing candidates’strengths and weaknesses byanalyzing their scores

Virtual Agents (VA’s)–Engaging in AutomatedConversations withCustomers in Self-Service Environments

Intelliresponse & client

Find out how to empoweringcustomers through theirjourney for answers and taskcompletion by simplifying theprocess of deliveringinformation across multipleinteraction channels. Realizingkey organizational benefitsincluding:• Cost reduction via deflection

of phone calls and emailsfrom the contact center

• Revenue generation viasupport of cross-selling andupselling efforts

• Deep customer insight viareal-time voice of thecustomer analytics

Find out how to deliver anenhanced customerexperience by making it easyand enjoyable for customersto get answers to theirquestions when and wherethey choose

Personality Matters

Rhonda HammondVice President CorporateOperations, TriWest HealthCareAlliance

Mike Ashe, Vice President,Mattersight

Each person has differentbehavioral characteristics thatdefine their world view,psychological needs and theway they interact with theworld around them. The waythey communicate and thelanguage they use, on asecond-by-second basis, areadvertisements that provide aclear window into theirpersonality and behavior.Knowing how importantpersonality and behavior are tohuman interaction, behavioralconnection can advanceCustomer RelationshipManagement to the nextlevel.In this case study, TriWestwill present their approach andresults from implementingMattersight's PredictiveBehavioral Routing Solution.Within 2 weeks ofimplementing, they measuredthe following results:• 68 seconds (64%) ATT savings

during non-peak periods• 27 seconds (11%) overall ATT

savings• Increase is customer

satisfaction• Increase in FCR• Over 500% Return on

Investment with break-evenpoint in the 1st quarter ofimplementation

Everyone is Busy but noone is Happy

Terri Pennypacker, SeniorManager, Product Marketing,Pegasystems Inc. & client

Looking out across yourcontact centers you see anincredibly hard workingcommitted call center staff. Sowhy don't your results reflect alltheir hard work? Join us tolearn how your technology canguide your servicerepresentatives through eachcustomer interaction,regardless of channel,delivering a more personalizedand productive interaction.

In this session we will show howto:• Capture your business and

the customer goals directlywithin your technology

• Guide each serviceinteraction - delivering theNext-Best-Action throughouteach interaction

• Rapidly adapt to constantlychanging, channels,products, regulations withoutcustomizations

The case study will showcasehow a leading organization isdelivering incredible results -increasing their CustomerAppreciation Scores whiledriving out cost.


TRACK SESSIONS CONTINUE

Ensuring a Clear andConsistent Messageabout the CustomerExperience

Protection 1 has over 65locations, and actively ensuresthe company thinks and actslike one team. Protection 1’sculture can be described as ademanding, yet caring,environment. The companybelieves that setting highexpectations inspiresemployees to be the best theycan be. Too often mediocrity isan accepted practice withincompany performance—yetpeople often want to bechallenged to reach their truepotential. Find out howProtection 1 has created aculture that allows just that. • Ensuring the C Suite provides

a clear and consistentmessage about the customerexperience.

• Reducing service back logtime across the company

• Focusing call centers on thekey metric that has thegreatest impact on thecustomer experience – LCW(Longest Call Waiting)

“At the end of the day, webelieve the passion of ouremployees and getting theircommitment to give theirdiscretionary effort—meaningthe extra effort that is notrequired by the company, buttruly comes from their heart—iswhat makes Protection 1 aunique culture.”

Jamie Haenggi,Chief Marketingand CustomerExperience Officer, Protection 1

= C-LEVEL EXECUTIVE

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GrubHub Taps CuttingEdge Cloud Solutions toDelight Diners

Liz Osborn, Vice President ofProduct and SolutionMarketing, Five9

Todd Provino, VP of CustomerService, GrubHub

Organizations continue tostruggle with Cloudmisconceptions and how tofully take advantage of nextgeneration Cloud technologywithin the contact center.Come hear how a leadingorganization is leveragingcutting-edge cloud contactcenter technology togain impactful results such asincreased business agility,enhanced agent productivityand improved customersatisfaction.

Using Business ImpactMeasurement to DriveHigher EducationOpportunities in CallCenter Operations

Dorothy Martin, LearningLINKNational Program Manager,Verizon Wireless

Verizon Wireless developed aunique model eight years agoto measure the business impactof their tuition assistanceprogram. The results of thismeasurement laid thegroundwork for the creation of avariety of college-leveleducational programs that areoffered in their Call Centersacross the country.

This session will explain howthese educational programshave impacted the business aswell as the personal andprofessional development of theemployees. You will learn :• The importance of measuring

the value of tuition assistanceprograms in relation tobusiness impact

• How college-level educationprogram offerings can supportemployee retention,engagement, career mobility,talent management strategiesand job performance

• The types of customizededucational programs offeredat Verizon Wireless CallCenters

• The value of selecting the rightuniversity partners to createthe customized curriculum

• How these programs havechanged people’s lives

Best Practices forFocused Investments inContact CenterAnalytics

Pratham Hedde, Vice PresidentAnalytics and Research,Genpact and client from GEMoney

This session will explore world-class strategies for integratinganalytics in contact centers.We’ll look at applications thatderive significant value fromlarge data sets spanninginternal data, customercontact details, internetcontact information andexternal data including. • Call elimination strategy –

analytics driven IVRoptimization, FCR, Webbreakage elimination andcross channel penetration

• Customer satisfaction –Building an integratedframework for Voice ofCustomer and Call Qualityprocess

The client case study featuringGE Money will focus onleveraging analytics toexperience quantum leaps inperformance and realize highcost savings. Find out how toachieve continual optimizationusing advanced analytictechniques and improvementsto achieve sustained resultsand benefits.


3:30 PM Driving Performance withSolid OperatingPrinciples andObjectives

Meg Neafsey, Vice President,American Water

2012 IQPC Call CenterExcellence Winner – Best in ClassCall Center Over 200 Seats

American Water employs 7,000people and provides anestimated 15 million customerswith water and wastewaterservice and generated $2,368.9 million in total operatingrevenue in 2011. One of thelead causes of its success canbe attributed to its investmentin technology, however, it isalso due to its culture ofperformance, accountabilityand measurement that hasbeen developed. Get aninside look into their keyoperating principles and howthey stay on track.• Learn how they measure and

manage performancethrough metrics

• How they continuouslyimprove their training

• See their detailed trainingcurriculum at each level

• Empower their teams to self-manage work volume,allocate resources andoptimize operations

Achieving Multi-Channel Excellence

The key to differentiating yourcustomer experience is todeliver holistic, personalizedinteractions across channels. Inthis session, we’ll focus on theimplementing tools andstrategies for achieving peakperformance across multiplechannels. Find out how tomaximize customer satisfactionand loyalty—while reducingcost to serve and increasingrevenue. • Delighting customers at every

touch point.• Implementing social media

strategies• Transforming analytics into

actionable knowledge• Personalizing technology for

meeting generationaldifferences

• Walk away with bestpractices for communicatingwith customers in real-time intheir choice of channel.

4:05 PM Afternoon Networking & Refreshments Break: Meet the Awards Winners in the Exhibit Hall

DAY THREE: MAIN CONFERENCE continued Wednesday, June 12, 2013

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4:50 PM The Role of Culture in Delivering World-Class CustomerService

In this joint presentation, global technology company Google presentsalongside their global contact center provider, TELUS International, to discussthe role of culture in rallying agents and transforming customer service. Usingexamples and best practices, this session covers:

• How to drive and sustain a customer-service culture from the start• Implementing incentives to inspire “extra-mile” agent performance• Creating a culture with meaning – getting your team to rally behind causes• Using culture to hire and retain the next wave of Millennial talent• The value of using social and collaborative tools in the workplace• Why we need to work the way we live – and the tools that help• Finding and selecting the right partners to bring your culture to life

Why this matters to you? Walk away with new ideas and strategies for buildinga culture that attracts talent, enhances your brand, drives revenue, and mostimportantly, puts customers first.

5:35 PM Dancing with the Talent Stars – Tapping into Talent forGrowth

• 2012 #1 Learning Elite company, CLO magazine • 2012 #1 Leadership Development, Leadership Excellence Magazine• 2012 #2 Leadership Development, Fortune

Wheaties is an iconic brand. The world’s most prominent athletes haveendorsed “the breakfast of champions.” Our distinguished keynote’sprimary job as a practitioner in the field of talent management has been tonurture the internal champions – dedicated employees. This thoughtprovoking session will draw on Kevin Wilde’s years of experience at twocompanies renowned for talent development – General Electric andGeneral Mills. Talent has become a natural rhythm of the business,developing a mindset where the employees are a product which to investand build for the future.• Talent Management: Stepping it up to deliver integrated solutions to

today’s development challenges• Leadership Development – Grooming stars for the main stage• Walk away with strategies for executing a practical talent roadmap for

systematic assessment and planning


"I had a tremendously outstanding time! The fresh ideasand wonderful sessions and people were so good formy mind. It was a great opportunity to be around suchpositively charged and righteously motivatedindividuals in my own professional, that reallyunderstand and appreciate what we do!"

- Stuart Beame, Director of the Student Information Center at Central PiedmontCommunity College

DAY THREE: MAIN CONFERENCE continued Wednesday, June 12, 2013

What this matters to you? The call center industry is all about people. In orderto attract and keep the best talent you need to nurture and develop yourtalent.

6:20 PM Cocktail Reception

Join us in the exhibit hall for an exciting evening reception.Here’s your chance to unwind and meet the delegates,speakers, sponsors, media partners – and your friendly IQPCteam. Bring plenty of business cards.

7:30 PM Dinner Dine-Arounds

End the day with dinner with fellow speakers and attendees. We will have sign-up sheets to local restaurants at the information desk.

Each restaurant will have a theme as a way to bring together like-mindedpeople. If you’re an inbound calls center, attend the inbound call centerdinner. This sure beats ordering room service! Attendees are responsible for theirfood & beverage. Meet at the designated restaurant for a 7 pm reservationunder the name “Call Center Week”

Dinner Themes will include:• inbound call centers• sales centers• virtual agents• large call centers• small call centers• customer experience

Peter “Scotch” ScocimaraDirector Enterprise Global SupportGoogle

Jeffrey PurritPresidentTELUS International

= C-LEVEL EXECUTIVE

Kevin D. WildeChief Learning Officer and VP, Organizational EffectivenessGeneral Mills

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Thursday, June 13, 2013DAY

FOUR MORNING KEYNOTES: A collection of passionate leaders, visionaries and inspirational stories MAIN CONFERENCE



8:00 AM Opening Remarks

8:15 AM Call Center Excellence Award Panel

8:45 AM Empowering People. Powering Brands.Donna Johnson, Principal, Applications Business Group CX and CRM,Oracle and clientThe Customer Service Leader is under greater pressure today than ever before.With rapid adoption of new communication technologies and devices bycustomers, customer expectations are on the rise and social media provides avenue to share their experiences. The balance of power between the buyer andseller has forever changed. Learn about the channels of interaction along theexperience and how customer expectations are changing.

To respond to these industry drivers, Customer Service Leaders have anopportunity to deliver a superior customer experience, achieve operationalexcellence, and transform your service organization. This results in the delivery ofyour brand promise and improved customer loyalty. With Oracle, your serviceorganization can improve efficiency while treating every interaction as anopportunity to deliver superior customer experience and increase revenuethroughout the entire customer lifecycle.

The Big Idea: Treat every interaction as an opportunity to deliver superior serviceand increase revenue

9:30 AM Morning Networking & Refreshments Break & Live Demo Drivein the Exhibit Hall

10:15 AM TECH DISCOVERY ZONECall centers are in the infancy stage of transforming into interactive centers.Today, call centers and technology go hand in hand. Do you wish you coulddiscover all the latest in technological advancements in the customer careindustry under one roof? Do you wish you could do this outside the confines ofthe exhibit hall, where you can touch, feel and compare technology withineach category in an environment void of pressure to buy?

Now you can. We’re pleased to present this first time event – DISCOVERY ZONE,where there will be four rooms filled with the latest technology in your mostdesired tech categories. These rooms will be filled with instructional videos,technology demos, actual products for to see and feel yourself. There will alsobe experts on-hand to answer questions or just allow you to wonder the roomtesting them out for yourself.

11:00 AM Engraining the Customer Experience into the Culture andDriving Innovation

Credit unions like 1st Advantage are not-for-profit financial co-ops; the focus is onmembers, not outside investors, and profits are reinvested into the credit union.

Find out how 1st Advantage Federal Credit Union engages front line and seniormanagement employees to provide exceptional customer experience. Learnhow to create the cultural environment for innovation through your values andthe experience you want to provide to both employees and customers. • Developing a 4 day academy that covers values, skillsets, member

dedications and a yearly refresher academy• Listening and acting on internal customer feedback for new product and

process innovation• Getting buy-in from ideas that stem from peer to peer brainstorming rather

than top down implementation• Creating an innovation team comprising volunteer employees armed with

creating solutions for the company’s biggest challenges as outlined by topexecutives

• Developing specific guidelines of what customer experience should look likeand incorporating it in standard operating procedures

• Implementing performance management programs including: Net Promoter,member surveys, and mystery shops

Why this matters to you? We live in a world where products are communized, thusthe business is leaning on customer service as a way to differentiate. Walk awaywith a strategy for beginning or improving your innovation process starting today!

11:45 AM Walgreens: At the Corner of Personalization and IntelligentMultichannel

Mike Wooden, SVP, Convergys

Proactive customer outreach can help you retain customers, increaseincremental revenue, and build customer loyalty. By personalizing theinteraction, you gain trust and ensure that your outreach is seen as valuable. Inthis case study, we’ll focus on how Walgreens used intelligent, multichannelnotification to contact more than a million customers about importantinsurance coverage changes and convert those customers to a new program.Learn how to use personalized notifications to: • Improve customer satisfaction and build loyalty• Reach high volumes of customers cost effectively • Target and personalize notifications for improved response • Utilize customers’ channel preferences for communications

Why this matters to you? Thanks to some of the top leading brands, customersexpect you to understand them and speak to them in a personalized way.Walk away with insight on how one of the largest retail chains in the U.S. hasdeveloped cross-channel integration that delights their customers.

12:30 PM Networking Luncheon

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Lisa ChurchChief Experience Officer1st Advantage Credit Union

Troy H. MillsDVP – Customer Care OperationsWalgreen Co.

= C-LEVEL EXECUTIVE

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DAY FOUR: MAIN CONFERENCE Thursday, June 13, 2013 • CONCURRENT BREAKOUT SESSIONS: Best practice sharing with information you can apply to your world.




1:45 PM Complete CustomerExperience Bradley J Baumunk, SolutionMarketing Manager - Best PracticesLead - Customer Service, Genesys &client

The key to taking your business to thenext level in today’s world is throughpositive customer interactions. Findout how to implement solutions forwinning new customers, increasingcustomer loyalty and achieving keybusiness goals.• Employing workforce management

solutions to track customerexperience in the call center fromend to end

• Reducing churn and increasingaverage revenue per customer bydelivering on the brand promise

• Leveraging advanced technologyfor proactive, personalizedcustomer service and streamlinedservice delivery

Key Steps for a SuccessfulMulti-Channel MarketingCampaign Tara Kelly, President, SPLICE Software &client

This case study will explore a real-world example of how call centersolutions play a critical role in thesuccess of multi-channel marketingcampaigns. This presentation willdetail all the steps of a successfulmulti-channel campaign fromdevelopment to implementation andwill include insights into howorganizations can:• Enhance customer experience and

loyalty across channels;• Align customer and employee

experience;• Drive strategic direction and

business value; and• Realize cost efficiency and savings

to increase top line revenue.

Employing SugarCRM: DrivingCollaboration, Flexibility andGrowthGeoffrey Mobisson, ManagingDirector Technology & MarketingLevementum, LLC

In this session, we’ll hear abouttechnology services available totranslate strategic business agendasinto IT initiatives and solutions formeasurably improving performance.SugarCRM delivers a feature-rich setof business processes that enhancemarketing effectiveness, drive salesperformance, improve customersatisfaction and provide executiveinsight into business performance. Inthis client case study, we will look athow successful CRM implementationcan drive growth and maximizeefficiencies in business practices,processes, and relationshipmanagement.• Defining customer challenges and

objectives• Leveraging technology to

implement a business process basedsolution

• Navigating the process ofimplementing a CRM solution

• Identifying key competenciesneeded to set- up, configure,maintain, and customize SugarCRM

Walk away with strategies foridentifying and implementing the rightprocess and information model tofoster world class performance andconsistency.

Revolutionizing CustomerExperience across MultipleChannelsShawn Castle, Manager, ValvolineSupport

Discover how to deliver apersonalized customer experience bytaking a multichannel approach toyour call center. Walk away withstrategies for customer data thatconverts feedback from phone calls,e-mails, chats, and social media intoactionable insights. Learn how to:• Leverage the call center as the

collection point of complaints,comments, and suggestions.

• Consolidate customer data• Organize data into feedback that

can be shared and understoodinternally

• Leverage analytics to predictcustomer behavior

• Organize data into customerscorecards that you can react tojust like other financial metrics.



2:30 PM Afternoon Networking & Refreshments Break in Exhibit Hall – Don’t miss out on the grand prize announcements


"I love Call Center Weekbecause the conferencedefinitely allows us tounderstand theinnovation that is goingon in the business; thetechnology that isemerging and how wecan apply it to drive ourcustomer satisfactionhigher."- Larry Willis, Director SalesOperations and Customer Service,Black & Decker

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3:15 PM Creating a Formalized CallCenter Employee Career PathProgramAmy Veasley, Director ESC SolutionCenter Operations, Assurant Solutions

Jimmy Griffith, Director ESC SolutionCenter Operations, Assurant Solutions

• Runner-Up 2012 Call Center WeekExcellence Award: Greatest JobCreating a Culture that Inspires World-Class Excellence

Find out how promoting individualemployee growth through a formalproven career path program andcreating a fun, high-energyenvironment encourages employees todeliver excellent customer service! • Creating a formal call center

employee career path program • Providing a step-by-step process

aligning courses, on-the-jobobservation/training, and skills

• Integrating a career path programinto ongoing coaching and IndividualDevelopment Plan (IDP) processes

• Linking career opportunities on theintranet for employee accessibility+Creating a fun, high-energy contactcenter environment

• Using different types of recognition toencourage the right behaviors

• Keeping employees "in the know" • Having fun at workResults:20% of call

center employees have progressedinto more advanced roles12% of callcenter support staff team membershave been promoted into new rolesin the Assurant Solutions family

Remote Agents: Transitioningto a Virtual Model for Cost andEfficiency SavingsKatie Reagan, Director HRConnect,Contact Team, Iron Mountain

• 2012 ranked #168 on InformationWeek500, making 10th consecutive year ofmaking the list of the nation’s mostinnovative users of technology

• 2012 Fortune’s “World Most AdmiredCompanies” list for the 8th consecutiveyear

Learn out how Iron Mountaintransitioned from 35 field HRAdministrators to 10 virtual HR Advisors.In this session, you will learn the beststeps for building out a virtual teamboth from a ‘fit’ and technologystandpoint. • Understanding what a virtual

workforce looks like• Creating a process flow for inquiries• Blending a service delivery model for

additional support, growthopportunities and cost efficiency

• Expanding your talent pool with byoffering work at home opportunitiesand scheduling flexibility

• Developing the leadership skill set formanaging, motivating andrewarding a virtual team

HOT TOPIC! If you have a hot topic or compelling case study and isinterested in speaking, [email protected]

Top 10 Ways to Improve CallCenter Employee Motivation -Non- Profit PerspectiveTom Dalton, Relationship CoordinatorManager, HealthFirst

Kimberly Warrick, Client ServicesManager NJ Shares in Partnership,Verizon NJ

Employee motivation is one of themost challenging management tasks.Plus, it has the greatest impact on theoverall call center performance andsuccess. There are no silver bulletsthat can be applied universally asmotivation does not come with a“one size fits all” checklist. Manyfactors come into play – the size ofyour center, the culture – and mostimportantly – the employees. Ourengaging panelists from diverseindustries will share some of theirwinning strategies. This session willalso include audience participationand collaboration. An audiencevolunteer will write down our group’stop strategies live from the session;post event, IQPC will make the top listavailable on our website.• Developing low cost incentive

programs around call volume,quality and first call resolution

• Celebrating occasions andsuccesses

• Creating a team environment withcontests, awards, prizes andcollaboration efforts

4:00 PM It’s Not Your Daddy’s Chevrolet Anymore – The Future of Customer Communication

Board of Directors, SOCAPHarris Polling -one of the most trusted institutes in America.

Non-profit ConsumerReports, one of America’s most trusted brands, is the 4th largest publicationin America and the 3rd largest subscription in America – with 8.4 million customers. Don’t miss thisinsightful keynote by one of the company’s top 5 executives on the operating committee. Mr.D’Alessandro is focused on developing strategies that meet budgets/metrics and driving theimplementation of new technologies for efficiency and automation. Find out lessons learnedfrom a company that shifted from print to online with the vast income now coming from online.

• Embracing a changing paradigm with the way customers want to connect with us • Understanding the impact of internet surfing as 70% of traffic is confined to only 4

sites including Facebook, Amazon and Google. • “Being where customers are” – impact of kindles, smartphones, tablets and other

technologies • Learn strategies for positioning customer service to deliver metrics and strategic

advantage to both customers and the business!

Why this matters to you? Every business is in a major paradigm shift thanks to therapid advancement of the technology and the digital consumer. Learn how apublishing house listened to their customers and continues to deliver in this changingworld.C

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Michael D’AlessandroVP Executive Operations and Chief of StaffConsumer Reports

= C-LEVEL EXECUTIVE

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Friday, June 14, 2013

DAYFIVE

POST-CONFERENCE SITE TOUR & GLOBAL FOCUS DAY

8:30 AM - 11:30 AM

Group 1: Site Tour I10:30 AM - 1:30 PM

Group 2: Site Tour J

GLOBAL FOCUS DAYDriving Business Value and Delivering Consistent World-Class Experience in a Multi-Channel Global Environment

The International Focus Day identifies shared issues among different verticals andregions to leverage peer-to-peer networking and problem-solving. With the globalcontact center market responsible for about $2 billion in business, companies needtheir call centers to provide outstanding customer service to retain customers andincrease sales.

Speakers will share insights and experiences from a global perspective. While theindustry struggles to deal with a rebounding economy, pressure to reduceoverhead, and the struggle to keep every customer, the Global Focus Dayprovides contact center executives with strategies for achieving excellence in aglobal environment.

SITE TOURS

Featuring a Tour and Presentation

EACH SITE TOUR IS LIMITED TO 50 PEOPLE – Please register early to reserve your spot on thisexciting tour! We expect all three Zappos site tours to sell out. Attendees wish to attendboth site tours can select I and L. All-Access 5 Day Pass holders may select one Zappos SiteTour and the Caesars Entertainment Site Tour – no additional charge, pending spaceavailability.

About the Site Tour:Culture -ZAPPOS Makes Work “FUN”

Zappos.com’s ultimate goal is for everyone in the world to be happy to go to work. Andit's not just about work. Happy employees make happy husbands, wives, parents andfriends. Creating a strong culture at work is how Zappos.com can make the world abetter

Join us for a tour at the Henderson, Nevada corporate headquarters to learn about theZappos Family approach to customer loyalty, human resources, recruiting, training, andculture creation. During this tour, you’ll get to experience the inner workings of theZappos Family of companies, learn the history of Zappos.com and find out how $1 billiondollars in gross merchandise sales was achieved in less than 10 years. You’ll alsoexperience how a values’ based organization uses strong culture to live out every day.

The Tour portion will include a walk-around tour of the headquarters and the customerloyalty team call center. As you tour the facilities, you'll see how the Zappos Family ismotivated to Create Fun and A Little Weirdness in the workplace. We will also hear a 60minute presentation by Zappos Culture Evangelist (expect to see some funky job titles!)Don’t miss your opportunity to:

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8:00 AM Registration

8:30 AM Employee Engagement – It Starts at the Top

Winner 2012 Global Call Center of the Year

In 2012, UPMC Health Plan, a University of Pittsburgh-affiliated globalhealth enterprise, won an award for Global Call Center of the Year inthe large contact center category. Find out how the contact centerteam’s operational and strategic excellence, commitment to superiorservice and internal partnerships has set industry standards.

One of the biggest misconceptions senior leaders have aboutemployee engagement is that it’s Human Resource’s responsibility.According to Kevin Sheridan, author of Building a Magnetic Culture,“The key ingredient for success for an employee engagement effort ismanagement accountability, and it starts at the top. Senior leadershipneeds to own it.”

Mary Beth Jenkins is chief operating officer of UPMC Health Plan andUPMC WorkPartners. She is responsible for the Enrollment, CustomerService, Claims Processing, Facilities, Premium Billing, SystemConfiguration, and Mail Services departments. In this openingkeynote, Mary Beth will share her commitment to employeeengagement. Walk away with strategies for gaining C-Suite buy-inand ownership along with the direct supervisor’s contribution toengagement.

Mary Beth JenkinsChief Operating OfficerUPMC Health Plan and UPMC WorkPartners

= C-LEVEL EXECUTIVE

SOLD OUT SOLD OUT

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GLOBAL FOCUS DAYSITE TOURS


9:20 AM Competency-Based Learning & Development

Toni Ann Mills, Global Director - Learning and Development Fenwal, a Fresenius Kabi Company

Competency–based training allows consistency and standards on aglobal basis, while at the same time ensuring that local needs our met.Our distinguished speaker from Fenwal, a Fresenius Cabi, which is adiversified medical equipment company based in Germany, has over12 years experience managing global operations.• Find out how competency-based training can help you prioritize

your training dollars to achieve results. We will get our brain juicesgoing by using terms like competent, incompetent and non-competent.

• Balancing "getting it done" with "ensuring it is applied"• Identifying the functional, personal and business elements required

for superior performance• Selecting and developing employees based on the identified

competencies• Ensuring employee development is directly tied to job performance• Understanding how competencies fit in with measuring and

developing your team• Our distinguished presenter will demonstrate how to produce real,

measurable outcomes. Walk away with strategies for ensuringglobal standards and meeting local business goals.

10:20 AM Morning break

10:45 AM Elevating the Call Center Profession: Assessing theValue of a Concentrated Masters Degree

Tim Moruzzi, Progamme Director, Customer Contact Planning and Management, Ulster Business School

With over 1 million people employed in the content centre industry inthe UK along, it’s surprising there is only one program with aconcentrated masters program. We know the current training isfragmented and often lacks any research foundation on which toinform future provision. As call centers become more strategic, thereis a greater demand for agent talent and development. The newBachelor of Science with Honours in Customer Contact Planning andManagement degree.

Learning & Development in the industry is of key strategic importanceand further investigation with current training providers and L&Dprofessionals indicates that the availability of such a programmewould result in;• Training budgets being easier to identify• A greater potential for personal and professional development

• Witness the Zappos family culture in action• Hear the story of Zappos.com• “See the “Royalty” char and the office decorations• Tour Zappos customer loyalty department• Hear about the coaching tools• Participate in a question and answer period• Scratch the surface on the Zappos culture

Zappos.com has won numerous awards such as:• 100 Best Companies to Work For, Fortune • Interactive Media – Top 10 Websites• Retailer Innovator of the Year: Tony Hsieh, CEO, Zappos.com

ZAPPOS FAMILY SITE TOUR continued

DAY FIVE: MAIN CONFERENCE continued Friday, June 14, 2013

11:45 AM – 2:40 PMSITE TOUR L

11:45 AM - 12:25 PM (Lunch will be served)

Introduction by Christopher Bowers, Director of Operations, Caesars EntertainmentOpening Site Tour Presentation Led by one of Caesars Entertainment’s Solution Providers

Is Cloud Computing for You? An Unique Approach to Managing MultipleTeams Quickly and Efficiently

Liz Osborn, Vice President, Product and Solution Marketing, Five9

You’ve heard the word “cloud” before, but what does it really mean? What are the keybenefits? Does it make sense for your call center? In this session, you’ll learn how a newoption for expanding and managing multiple teams and departments working

CAESARS ENTERTAINMENT SITE TOUR

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across various locations – call center and home-based. Explore the various ways tocomprehensively incorporate new home-agent models, develop new service channels,and maintain the level of your service. Gain insights into ho cloud-computing can createintegrated CRM-applications, unified agent desktops, and allow you to retrieve and datafrom external systems for more efficient call routing.

11:45 AM – 2:40 PMBoard the Bus for the Tour at Caesars Entertainment

KEY THEME: Streamlining Operations and Enhancing CustomerExperience

Home to the largest brand names in resorts and gaming, Caesars, Harrah’s, Bally’s andother major properties, the Caesars Contact Center has consolidated all of its operationsto streamline its award-winning Call Center. In order to manage their large portfolio andcall volume, while taking into consideration the multiple rewards programs for eachlocation, Caesars has created a seamless system that provides seamless transitions andthe highest level of customer service.

Key site tour highlights:• Meet the Caesars Entertainment Call Center Team that provides customer support for

the largest gaming company in the world!• See how they’ve seamlessly streamlined operations for every major hotel, casino, and

resort property through one facility• Learn innovative value-based routing that Caesars utilizes to route guest calls by service

tiers in their multi-faceted operation structure

Fact and figures about our site tour company:• Operates for Major Brands: Caesars, Bally’s, Harrah’s, Planet Hollywood Casino and

Resort• Daily volume: 10,000+• Number of Agents: 150• Key areas of success: Value Based Routing, Employee Scorecards, Call Center

Consolidation, Seamless cross-operations

CAESARS ENTERTAINMENT SITE TOUR continued

GLOBAL FOCUS DAYSITE TOURS• A reduction in the high levels of staff turnover, particularly at agent

(entry) level of the industry• Greater clarity in career development and progression• Training that focuses on not just operational improvements but also

customer facing and strategic issues

Learn about the key areas of this degree including retention andcareer identification; key skills and competencies; genericmanagement and leadership development.

11:35 AM Strategies for Increasing Sales in a Multi-Language,Multi-Channel Contact Center

Alexandra da Silva, VP Reservations & Contact Centers Operations, NH Hotels Spain

• Best Customer Experience in Spain Among All Sectors With The HighestCustomer Satisfaction Index

• Best Customer Experience in Tourism Sector in Spain and Latin America• Best Unified Call Center Technology in Spain• Best Call Center Agent in Spain

NH Hotels (www.nh-hotels.com) ranks third among European businesshotels and currently has 400 hotels with around 60.000 rooms in 25countries in Europe, America and Africa. In this session, the CorporateCentral Reservations Manager from the award winning NH Hotels inSpain will share sales strategies implemented in the contact centerwhich include: • Increasing revenues with a very small cost increase• Developing agent incentive and motivational programs for

generating sales• Offering the right offer to the right customer• Find out how to drive measurable financial results.

12:25 PM Global Focus Day Concludes


WINNER - BEST CUSTOMER EXPERIENCE IN SPAIN AMONG ALL SECTORS

With access to so many experts and on point sessions, why not bring your entire team? By splitting up among different sessions you will maximizethe value of your company’s return on investment. It’s a great opportunity for team building, motivating and learning together. The mostprogressive company’s realize the tremendous value of attending as a team. We’re happy to customize a team package and facilitatemeeting or debrief rooms.

For additional information on pricing, see page 28 in the brochure. Alternatively, email Paul Rocco at [email protected] if you’reinterested in sending a team.

ATTEND CALL CENTER WEEK AS A TEAM # of People % of Savings

3-4 15%

5-6 20%

7-9 25%

10-15 30%

16-19 40%

20+ 50%

DAY FIVE: MAIN CONFERENCE continued Friday, June 14, 2013

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Telecommunications, Cable, Utilities and Government.See What Matters™ by visiting www.Mattersight.com.

VOCALCOMWebsite: www.vocalcom.comVOCALCOM provides world-classContact Center Software

Solutions. We proudly have an extensive worldwideclient base in over 41 countries. Vocalcom’s Solutionsinclude; ACD, IVR, Predictive Dialing, CTI, Scripting,Web chat, Social Media Integration, Video chat andmultimedia communications under a fully webenabled architecture.Over 5,000 call centers and over 650,000 agents areusing Vocalcom’s solutions features around the world.Vocalcom’s Hermes.Net is a web based application,providing all contact center functions from within astandard web browser. There is no software installationon individual workstations. If you are looking for a thinclient call center solution for your remote or homeagents or to replace complex legacy third partyapplications, Hermes.Net will be perfectly suited toanswer all your contact center needs.

TeleTech HoldingsWebsite: www.teletech.comTeleTech is a leading provider of

comprehensive Customer and Enterprise solutions.Simply put, TeleTech supports its clients' customerlifecycle management needs by helping them target,acquire, retain, and grow their customer base; andproviding seamless integration and management ofcustomer-impacting enterprise management servicesthat support major business tasks.

Interactive IntelligenceWebsite: www.inin.comInteractive Intelligence is a globalprovider of unified businesscommunications solutions for

contact center automation, enterprise IP telephony,and business process automation. The company’sstandardsbased all-in-one communications softwaresuite was designed to eliminate the cost andcomplexity of multi-point systems. Founded in 1994 andbacked by more than 4,000 customers worldwide,Interactive Intelligence is an experienced leader indelivering customer value through its on-premise orcloudbased Communications as a Service (CaaS)solutions, both of which include software, hardware,consulting, support, education and implementation. AtInteractive Intelligence, it’s what we do.

Twilio Website: www.twilio.com Twilio is changingcommunications forever,

empowering software people to build the future. Wevirtualize all the infrastructure needed - hardware,software, carrier connectivity, and phone numbers - ina cloud-based, on-demand, global environment,exposed through a simple-to-use communications APIplatform. We make it easy to bring voice, messagingand VoIP into any applications (web, mobile or other).The result is modern communications solutions: cloud-based, massively scalable, built with webtechnologies, communication-rich, and user-focused.And with Twilio you get completely transparent, pay-as-you go pricing and global connectivity with roundthe corner quality.

Call Center Week is rich in client-sideattendees looking for new technology,software solutions and partners to helpthem be more efficient, productive andinnovative. Our sponsors come back inrecord numbers because the eventdelivers leads from key decision-makers.Over 60% of the booth spaces havealready been reserved, inquire today toreserve your spot in the exciting exhibithall. Contact Simon Copcutt forsponsorship & exhibiting opportunitiesat [email protected].

Here’s what some of our pastsponsors have had to say..

Why Sponsor or Exhibit atCall Center Week?

TELUS InternationalWebsite:www.telusinternational.com

TELUS International is a global provider of contact centeroutsourcing solutions. With locations throughout NorthAmerica, Central America, Asia, Europe and the U.K.,TELUS International provides customer care andtechnical support to large enterprise clients, includingFortune 500 companies, in the consumer electronics andgaming, telecommunications, financial services andutilities industries. Its multi-channel contact centerprograms include voice, email, chat, and the growingarea of social media customer support. Its parent, TELUS,is Canada’s second largest telco with over $10 billion inannual revenue and 13 million customer connections.

ConvergysWebsite: www.convergys.comAs a leader in customer managementfor over 30 years, Convergys is

uniquely focused on helping companies find newways to add value to their customer relationships.Every day our clients confront the demands ofreducing customer effort, improving operationalefficiency, and increasing revenue. Companies counton Convergys’ expertise to overcome and balancethe ever-changing challenges to deliver the customerexperience that helps them win in their marketplace.Our actionable insight stems from handling billions ofcustomer interactions annually for our clients. AmongFortune 500 companies, over half of the top 50 areclients that trust their most important relationships toConvergys. Visit www.convergys.com for moreinformation

GenesysWebsite: www.genesyslab.com Genesys is the world’s leading

provider of customer service and contact centersoftware and services — with a 100% focus on customerexperience. With more than 2,000 customers in 80countries, Genesys is uniquely positioned to helpcompanies bring their people, insights and customerchannels together to drive today’s new customerconversation. Genesys software directs more than 100million interactions every day from the contact center tothe back office, helping companies deliver fast, simpleservice and a highly personalized cross-channelcustomer experience. Genesys software also optimizesprocesses and the performance of customer-facingemployees across the enterprise. www.genesyslab.com

MattersightWebsite: www.Mattersight.comMattersight is a leader in

enterprise analytics focused on customer and employeeinteractions and behaviors. Mattersight's BehavioralAnalytics service captures and analyzes customer andemployee interactions, employee desktop data, andother contextual information to improve operationalperformance and predict future customer andemployee outcomes. Mattersight’s analytics are basedon millions of proprietary algorithms and the applicationof unique behavioral models. The company's SaaS+delivery model combines analytics in the cloud withdeep customer partnerships to drive significant businessvalue. Mattersight's applications are used by leadingcompanies in Healthcare, Insurance, Financial Services,

Salesforce.com, Inc.Website: Salesforce.com Salesforce.com is the enterprise cloud computingcompany that is leading the shift to the SocialEnterprise™. Social enterprises leverage social,mobile and open cloud technologies to put

customers at the heart of their business. Our trusted cloud platformand apps—including salesforce.com’s customer service solution, theService Cloud—help employees collaborate easily and connectwith customers like never before. Today many great companiesincluding Comcast, SunTrust Bank, and Yamaha are harnessing thepower of social media and discovering more meaningful ways tolisten and engage with customers. These companies transformedthe customer service experience and their business with the ServiceCloud. You can too.

OracleWebsite: www.oracle.com

With 4.6 million users in over 5000 organizations worldwide, Oracle’sComplete CRM and Commerce solutions are enabling organizationsof all sizes to rapidly grow revenue, increase operational efficiencyand deliver a superior customer experience (CX). Oracle offers thebroadest and deepest portfolio of solutions that address all criticalcustomer touchpoints, including sales, marketing, ecommerce,service, contact center and web, support industry specificrequirements and scale to meet the toughest challenges of today’slargest global organizations. Oracle engineers hardware andsoftware to work together in the cloud and in your data center. Formore information about Oracle (NASDAQ:ORCL), visitwww.oracle.com.

KANA Software, Inc. Website: www.kana.comKANA makes every customer experience a good

experience. A global leader in customer service solutions deliveredon-premise or in the cloud, KANA lets organizations take completecontrol over customer service interactions, so they can take care ofcustomers, while managing costs and reinforcing brand. By unifyingand maintaining context for customer journeys across agent, web,social and mobile experiences, KANA solutions have reducedhandling time, increased resolution rates and improved netpromoter score (NPS) at more than 900 enterprises, including half ofthe Global 100 and more than 250 government agencies. KANA isbased in Silicon Valley, California and has offices worldwide.

SymbiTMWebsite: www.echostar.com/symbiTroppus Software delivers cloud-based, customerservice and technical support solutions that

empower both consumers and call center agents to resolve supportissues with greater efficiency - enabling an extraordinary customerexperience. The Troppus product suite, Symbi™, offers a SaaS basedplatform that enables consumers to better manage the growingcomplexity of technology in their home, while empowering agentswith an advanced incident management application. Symbi™leverages the power of the patented Troppus Semantic KnowledgeManagement System™ (SKMS), which is a dynamic intelligenceengine that delivers user system-specific guided content. Thecombination of these unique attributes redefines the traditionalunderstanding of customer service and technical support - creatinga new product category: Personal Tech Management. Symbi™proactively speeds the diagnosis and resolution of common set-up,service delivery, and tech support incidents. The result is brand loyalcustomers and highly effective agents - increasing customerlifecycles and reducing overall churn. Troppus Software is anEchoStar company.

ABOUT OUR SPONSORS - Your Industry's Most Supported Event


“We are the chair sponsor of Call CenterWeek 2007. We think this is a fantasticevent. We have visited other call centerconferences around the country todetermine which would be the bestplace to make a big presence and ourconclusion was that IQPC puts on thebest event. It is not only fabulous from anoperation, sharing informationperspective but they always have it in afantastic hotel and facility. It has been agreat experience for us.”- Gene Schriver, Executive VicePresident, Language ServicesAssociation

“We are really excited to be here. This hasbeen a great show for us. We have hada very high caliber of attendees whohave a sincere interest in call centertechnology. We have had a verysuccessful show and generated manyleads.”- Kevin Case, Sales Engineer, Amdocs

“Call Center Week was one of the mostwell managed events I have attendedlately. The conference attendees weresenior level business owners who havethe authority to make decision abouttheir business. I really enjoyed theplanning which increased attendeetraffic into the exhibit area duringbreaks, in between sessions and at thecocktail reception. Additionally, I likedthat we were not faced with severalother direct competitors in our industrywhich helps justify the ROI. I wouldstrongly recommend this show to others.The team from IQPC did an excellentjob. Well done!”

- Bobby L. Matthews, Jr. , Vice President,Sales and Marketing, Center Partners Inc

PREMIER SPONSORS: SPONSORS:

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IntelliResponse Systems Inc.Website: www.intelliresponse.com IntelliResponse enhances the multi-channel sales and customer service

capabilities of hundreds of enterprise businesses andeducational institutions. The company’s Answer Suitetechnology is an industry leading On Demand softwareplatform that allows customers and service agents to askquestions in natural language, and get one right answer -regardless of the hundreds of ways the question may beasked. With more than 500 live customer-facingimplementations answering 90 million+ questions with OneRight Answer, IntelliResponse is the gold standard in first linecustomer experience management. For more information,visit www.intelliresponse.com.

Five9Website: www.Five9.comFive9 is the leading provider of cloud-based

call center software, delivering comprehensive functionalityfor inbound, outbound and blended call centers. Built on asingle technology platform that requires no hardware orsoftware, the Five9 solution allows seamless blending ofinbound and outbound processes for agents. Improvedagent productivity has given Five9's 1000+ companies theopportunity to redefine customer experience, improvingboth customer satisfaction and overall revenue per agent.A true cloud solution, Five9's solution provides companieswith total flexibility, both financial and operational, toaddress constantly changing business requirements. Visit ustoday at Five9.com.

TMG International Website: www.tmginternationalinc.comTMG International Inc. is a Toronto-basedconsulting firm focused on Business andMarketing Strategy, Channel Management,

and Contact Centre Development. TMG was establishedbased on a recognized and growing need for companiesto more strategically utilize their resources to their fullpotential to maximize revenues and profitability. TMG'ssuccess is based on the philosophy of providing bothstrategy and executional support to ensure its clientsmaximize their return on investment.

American Customer CareWebsite: www.accare.comAmerican Customer Care (ACC) hasprovided superior outsourced

contact center services since 1986. With 11 call centers in 7domestic locations and Costa Rica, American CustomerCare was named to Customer Interaction Solutions Top 50Teleservices Agencies, ranking # 16 for inbound teleservices.For the past 5 years, American Customer Care has been inthe top 20 rankings. ACC focuses on multi-channelcustomer communications supporting the publishing,consumer electronics, consumer products, healthcare,transportation and food and beverage industries. ACC isalso widely known for its leadership in crisis management.

Levementum, LLCWebsite: www.levementum.comLevementum, provider of integratedcall center technology that delivers

customer service that is unmatched in the industry.Levementum is a global consulting and technology servicescompany with a special attention and focus on CallCenters for Sales and Support operations. As a provider ofadvanced contact centers and telephony integrationsolutions including SugarCRM and Salesforce Service Cloud,Call Center clients benefit from best in class technology tohelp them deliver unmatched customer service to theirclients. For additional information about Levementum orhow we can help your Call Center improve productivity

and customer service for world class results, visit us atwww.levementum.com or call 480-320-2500.

SPi GlobalWebsite: www.spi-global.comSPi Global stands for Solutions, People,

Innovation. We are the largest Filipino-owned BPO companyin the Philippines that specialized in providing CRM ContactCenter Solutions that generate award-winning results.We provide geographic and price-point flexibility with morethan 30 global locations and 18,000 employees. And, ourclients have profited from our world-class practices, ITresources, financial security, and processes that are part ofour 32-year history. All of our employees answer the call todeliver service excellence 100% of the time.

CSG International Website: www.csgi.comCSG International’s InteractiveMessaging division delivers a fully-hosted

suite of unified Interaction Management solutions thatleverage an integrated portfolio of contact center, IVR andmulti-channel messaging technologies – fromcomprehensive, cloud-based ACD functionality featuringuniversal queuing, intelligent routing and outbound dialingto call recording, integrated reporting, CSAT surveys andbeyond. Let CSG International help you AccelerateBusiness. Anywhere. View our demos and white papers atwww.csgi.com

MicroAutomationWebsite:www.microautomation.com

MicroAutomation is a leading systems integrator offering callcenter technology solutions. Since 1991 MicroAutomationhas designed, developed and implemented solutionsworldwide in a variety of industries. Each solution fulfills ourmission to enhance the customer experience throughautomation. Core services include: Self-Service IVR(outbound and inbound) to obtain information quickly andefficiently, authenticate callers and reduce agentinteraction time Call Control and CTI options for improvingthe management of inbound and outbound calls, UniversalGUI and increasing agent efficiency Analytics andReporting to monitor and maximize the performance in allareas of your call center.

GenpactWebsite: www.genpact.comGenpact Limited (NYSE: G), aglobal leader in business process

management and technology services, leverages thepower of smarter processes, smarter analytics and smartertechnology to help its clients drive intelligence across theirenterprise. Genpact’s Smart Enterprise Processes (SEPSM)framework, its unique science of process combined withdeep domain expertise in multiple industry verticals, leads tosuperior business outcomes. Genpact’s Smart DecisionServices deliver valuable business insights to its clientsthrough targeted analytics, reengineering expertise, andadvanced risk management. Making technology moreintelligent by embedding it with process and data insights,Genpact also offers a wide range of technology services.Driven by a passion for process innovation and operationalexcellence built on its Lean and Six Sigma DNA and thelegacy of serving GE for more than 15 years, the company’s60,500+ professionals around the globe deliver services to itsmore than 600 clients from a network of 74 delivery centersacross 20 countries supporting more than 30 languages. Formore information, visit www.genpact.com. Follow Genpacton Twitter, Facebook and LinkedIn.

CyaraWebsite: www.cyarasolutions.comCyara helps Fortune 500 companies

around the world redefine their customer service through abetter contact center experience. Cyara is a pioneer ofnext-generation premise and cloud-based solutions forsimulating, testing and monitoring IVRs, Voice Biometrics,Outbound Dialers, Voice Callback and Contact Centers.Cyara performs automated load and functional testing andproduction monitoring of contact center infrastructure andapplication components, testing companies’ end-to-endcontact center customer and agent experience in arepeatable, automated manner. Cyara ensures exemplarysystem operation emulating live calls without requiring orimpeding live customers or agents. Please visit us atwww.cyarasolutions.com.

Mindshare TechnologiesWebsite: www.mshare.netMindshare's Enterprise Feedback

Management (EFM) tools help companies improveoperations and minimize customer attrition through personalcustomer involvement. Mindshare's proprietary surveytechnology captures customer and employee feedback inreal-time and immediately transforms it into actionableintelligence. With Mindshare, companies can determine thetype of information they collect, who can access it, andhow it's reported. Mindshare is affordable and flexible,surveys and reports can be modified on the fly, and datamay be accessed from anywhere. Mindshare serves morethan 25 different industries including travel, hospitality,restaurant, financial, salon, automotive, and retail. Clientsrange from small regional chains to large multinationalcorporations.

The Fraser GroupWebsite:www.TheFraserGroup.org

The Fraser Group, LLC is a management-consulting firm withextensive experience in helping operations andmanagement improve performance based on voice of thecustomer research. For over a decade, The Fraser Grouphas focused on research designs that provide actionableinformation to management in the areas of customerloyalty and satisfaction, customer relationship management(CRM) and employee satisfaction measurement andimprovement. Clients of The Fraser Group include a winnerand two site visit recipients of the Malcolm Baldrige NationalQuality Award.

Splice Software Website: www.splicesoftware.comSPLICE leads in personalized

human voice messages for automated media - phone,email, video, website and IVR Systems. We offersophisticated options to integrate with Call Center systems,campaigns and processes. SPLICE is the world leader inreaching customers and getting them listening topersonalized messages about your brand, your services andyour call to action. SPLICE messages are uniquelypersonalized all in human voice! Our messages areincredibly cost effective and make your Call Centers moreproductive at lead generation. Stop by for a test drive andlisten!

VoltDelta OnDemand SolutionsWebsite: www.voltdelta.comVoltDelta OnDemand provides

telephony-based customer care solutions with Software as aService (SaaS) efficiency. Contact center and remoteagent call distribution and management, inbound andoutbound voice recognition with unique CrystalWAVEtechnology, and voice of the customer call plus agentscreen recording to monitor each call through any transfer

work to enhance caller satisfaction without capitalinvestment. VoIP and TDM access currently supports over 2Billion calls per year and tens of thousands of agent seatswith 99.99% reliability. U.K and German data centers inaddition to redundant VoltDelta facilities in North Americaprovide wide geographical coverage.

IntradiemWebsite: www.intradiem.com Intradiem, formerly Knowlagent, is

the leader in intraday management solutions for contactcenters. Its patented software increases agentperformance and productivity by making idle time useful,enabling agents to work on personalized and prioritizedactivity queues consisting of training, coaching,communication and other off-phone activities. Intradiem’ssolutions are on-demand, easy to use and require nocapital expenditures. More than 375,000 agents andmanagers around the world use Intradiem’s solutions everyday. For more information, call 888-566-9457 or visit us onlineat www.intradiem.com.

PegasystemsWebsite: www.pega.comPegasystems, the leader in businessprocess management and software for

customer centricity, helps organizations enhance customerloyalty, generate new business, and improve productivity.Our patented Build for Change® technology speeds thedelivery of critical business solutions by directly capturingbusiness objectives and eliminating manual programming.Pegasystems enables clients to quickly adapt to changingbusiness conditions in order to outperform the competition.

mBLASTWebsite: www.mblast.commBLAST helps companies more

efficiently and proactively serve their customers throughoutthe sales and post-sales cycles by providing near real-time,actionable scored data about prospects and customerswherever they talk on the Web – all from within the familiarinterface of the CRM or Call Center Technology dashboard.Whether you are seeking to know more about a particularcustomer or tracking discussions about your product,mBLAST will accurately search the Web and uncover thevoices and conversations relevant to you. Tunable analyticsallow you to measure authority, influence and sentiment, soyou can prioritize your efforts and efficiently provide everycustomer with the service they need.

IQ ServicesWebsite: www.iq-services.comIQ Services is a leader in providing

customer experience quality assurance services for callcenters during the entire life cycle of business solutions.Services include end to end performance testing,monitoring and related professional services for self service(IVR) and agent supported customer interactions. Ourmission is to provide the most flexible and cost effectiveapproaches to giving customers confidence their businesssolutions deliver the required customer experience beforethey are deployed and in production. Over 15 years ofexperience working with hundreds of customers anddelivering millions for test calls and browser transactions hastaught us how to most effectively support them in meetingtheir ROI objectives.

VPIWebsite: www.vpi-corp.com VPI is the world's leading provider of contact

center workforce optimization software. VPI EMPOWER™, apowerful Web 2.0 based software suite, integrates callrecording, quality assurance, speech analytics,performance management, workforce management, E-

ABOUT OUR SPONSORS continued


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learning and conversational Virtual Call Agents powered byartificial intelligence to help you rapidly identify and solveyour critical contact center operational and customerexperience issues. For more than a decade, VPI has beenproviding proven technology and superior service to morethan 1,500 customers in 50 countries worldwide.

Harte-HanksWebsite: www.harte-hanks.comInsight. Passion. Results. At Harte-Hanks, weknow it takes more than guesswork to

create customer experience solutions that help you win,keep and grow customers. It takes insight to understandcomplicated customer and marketplace data. It takespeople with passion to pull out all the stops. And it takes afocus on delivering business-changing results. Harness thepower of our social-enabled global contact centers andmultichannel marketing experience to engage, retain andsupport your customers. With more than 40 officesworldwide, Harte-Hanks is never far from reaching thecustomers you need. Contact us at: 800-456-9748 [email protected].

Texas Digital/NCRWebsite: www.txdigital.comBuilding on more than 35 years of

innovation, Texas Digital/NCR is proud to be a leadingprovider of integrated communication solutions that deliverexceptional value for the call center, cinema, distributioncenter, financial institution, help desk, network data centerand quick-serve restaurant markets. Texas Digital/NCR’sQuickCOM is a leading enterprise solution that providesreal-time communication of business vitals to contactcenters, help desks, command centers and more. Backedby a unique Best Value Guarantee, this complete solutioncollects, manages and communicates up-to-the-secondinformation to empower fact-based decisions that willimprove performance, customer satisfaction andprofitability.

TCNWebsite: www.tcnp3.com TCN is an industry leader in call-centertechnology with offices throughout the United

States, Canada, and Europe. Since 1999, TCN has met theglobal commutation needs of our diverse customers.Utilizing best-practice solutions and 24/7 technical support,TCN empowers clients to drive their targetedcommunication. TCN's call-center technologies are entirelyweb-based and available on-demand with unlimitedcapacity. For more information visit www.tcnp3.com.

Unisono Business SolutionsWebsite: www.unisonobpo.comUnisono Business Solutions is a leading

European Company offering bilingual Contact Center andBusiness Process Outsourcing (BPO) services. With 12 workcenters worldwide, including four in Latin America, Unisonoprovides business solutions and services for a wide range ofclients. Our clients are leading players in industries such asbanking, manufacturing, insurance, technology,telecommunications and internet, healthcare, travel andhospitality, retail and membership services, or energy andutility services. More than 60 of these companies haveentrusted Unisono with their comprehensive customerservice and other related solutions. With the recent openingof our US office, Unisono can now provide both onshore andoffshore services to North American Companies.

8x8, Inc. Website: www.8x8.com 8x8 Inc. (NASDAQ: EGHT) empowersbusiness conversations for more than

30,000 small and medium sized businesses with cloud

communications services that include hosted PBXtelephony, unified communications, contact center andvideo conferencing solutions. In 2012, the company wasrecognized in the "Leaders" quadrant of Gartner's 2012Magic Quadrant for Unified Communications as a Serviceand was named No. 1 Provider of Hosted IP Telephony byFrost & Sullivan. 8x8 has been delivering businesscommunications services since 2004 and has garnered areputation for technical excellence and outstandingreliability. For additional information, visit www.8x8.com

iQorWebsite: www.iqor.comHeadquartered in New York City, iQor

provides intelligent customer interactions and outsourcingsolutions. iQor’s 17,000 employees in 39 Centers ofExcellence around the world are dedicated tounderstanding each customer’s DNA. iQor uses datascience and real-time analytics intelligence to deliverextraordinary customer experiences that enhance revenuewhile promoting and protecting clients’ brands. iQor’s fourservice solutions specialize in providing data-driven,technology-empowered customer support and processingservices in the consumer and commercial markets. For moreinformation please visit www.iqor.com.

ShoreTelWebsite: www.shoretel.comShoreTel is the leading provider ofbrilliantly simple premise and cloud-

based business phone systems and communicationsolutions with fully integrated unified communications. Weoffer businesses of all sizes, integrated, voice, video, data,and mobile communications on an open, distributed IParchitecture that helps significantly reduce the complexityand costs associated with other solutions. The feature-richShoreTel UC system offers the lowest total cost of ownership(TCO) and the highest customer satisfaction in the industry,in part because it is easy to deploy, manage, scale and use.ShoreTel is based in Sunnyvale, CA.

DATAMARK, Inc.Website: www.datamark.net DATAMARK, Inc. is a leading business

process outsourcing company specializing in the operationand management of bilingual customer contact/callcenters, high-volume digital mailroom management, dataentry, document processing and other Enterprise ContentManagement services for Fortune 500 firms and largeorganizations. Headquartered in El Paso, Texas, DATAMARKemploys nearly 2,200 people in its U.S., Mexico and Indiafacilities. For more information, visit www.DATAMARK.net.

Working SolutionsWebsite: www.workingsolutions.comWorking Solutions improves return oninvestment and controls costs for

contact centers by providing groundbreaking resultsthrough the right people and technology delivered at theright time. Working Solutions’ services include AgentsOnDemand®, experienced at-home agents; WS iNet®, acall center cloud technology platform; and PostQ, acomprehensive social media management andengagement tool. Founded in 1996, Working Solutions is nowa leader in home-agent call centers and virtual call centertechnology that delivers first-class results that exceed thosedelivered in traditional in-house or outsourced call centers.For more information, please visitwww.workingsolutions.com.

FirstsourceWebsite:www.firstsource.comFirstsource is an innovative provider ofcustomer-centric business process

services. With 48 delivery centers across US, UK, Philippines,India and Sri Lanka, Firstsource provides services toHealthcare, Communication, Publishing, Banking, FinancialServices and Insurance industries. Our services – CustomerManagement, Data Processing and Collections –complemented with best-of-breed processes, intellectualproperty assets, and quality of service help clients improvecustomer satisfaction and reduce operational costs, recordprocess improvements and focus on core competence.Driven by a Rightshore delivery model with 70% employeeslocated onshore and 30% offshore, Firstsource ensures clientproximity, effective communications and betterunderstanding of the domain and market.

EnvisionWebsite: www.envisioninc.com Envision Contact Center

Performance Assured. Since 1994, Envision has beenproviding solutions, knowledge and expertise to helporganizations maximize every contact with their customers.We deliver innovative team coaching and performanceimprovement solutions to the contact center, backed byour unique Performance Assurance program. We offercomplete team optimization with our web-based solution,Envision Centricity. Centricity unifies the core functions ofworkforce optimization including analytics, performancemanagement, workforce management, quality monitoringand eLearning. Contact us to put the power of Envision towork in your call center today

IntelliverseWebsite: www.intelliverse.comIntelliverse is a provider of cloudcommunications solutions for

businesses. The company provides a complete, hostedcloud-based platform that integrates IVR, ACD and IPtelephony into one solution, enabling enterprises to interactwith customers more efficiently. By automating routine taskssuch as call routing through customized solutions andconsolidated reporting, Intelliverse provides comprehensivecustomer insight resulting in better business decisions. Formore information, visit intelliverse.com

Interior ConceptsWebsite:www.interiorconcepts.com

Interior Concepts specializes in designing andmanufacturing green call center furniture that providescost-effective utilization of floor space. Whether utilizing theavailable floor space to increase the number of workers, orto enhance the work area for each employee, theobjective of Interior Concepts is to improve theperformance and profitability of our customer. Additionally,we offer a Lifetime Warranty, complimentary spaceplanning & project management, and the best wire/ cablemanagement system in the industry.

PipkinsWebsite: www.Pipkins.comPipkins Inc., founded in 1983, is aleading supplier of workforce

management software and services to the call centerindustry, providing sophisticated forecasting and schedulingtechnology. For the past twenty-eight years, Pipkins hasconsistently created and delivered superior workforcemanagement products for call centers of all sizes. Pipkinsmaintains its reputation as an industry leader with thirteenindustry-first applications. Vantage Point, Pipkins' premierproduct, is the most accurate forecasting and schedulingtool on the market. Pipkins' systems forecast and schedulemore than 300,000 agents in over 500 locations across allindustries worldwide. For more information, visitwww.Pipkins.com

SennheiserWebsite:www.sennheiserusa.com

Sennheiser develops cutting-edge headsets that featureincredible sound quality and unparalleled ergonomicdesigns. Its complete product portfolio which includesheadsets for mobile phones, contact centers, offices,unified communications, gaming, and VoIP preserve users'hearing, maximize comfort and are adaptable toenvironments and ever-changing technology.

360’CRMWebsite: www.360crm.net360’CRM is a full spectrum CRM company.What does that mean? It means we’re

different. It means we’re a company that provides end-to-end Consulting Solutions, CRM Applications, and TelephonyNetwork Hardware that, even when utilized separately, willdynamically improve small, medium, and large enterprises’direct marketing endeavors. Together, our A-cu-i-ty platformwill take your company’s unique customer experienceopportunities and enable measurable improvement in theareas of call center effectiveness, efficiency, qualityassurance and compliance while addressing “CustomerAcquisition and Customer Retention” concerns in a costeffective manner.

KnoahSoft Website: www.knoahsoft.com KnoahSoft offers workforce optimization

solutions that give contact centers enterprise-levelinteraction recording; quality, performance and workforcemanagement; and analytics functionality at an affordableprice. The Harmony suite is a secure web-based platformthat is seamlessly integrated from end to end to give usersthe ultimate in flexibility, scalability and ease of use. With theinvaluable insight into multi-channel interactions gleanedfrom Harmony, users can increase productivity, enhancecustomer satisfaction, improve workflow and ensurecompliance. Learn more at www.knoahsoft.com.

UNICORWebsite: www.unicor.govUNICOR, also known as Federal PrisonIndustries, was established by executive

order in 1934 with the goal of employing federal inmates inproductive work, and training them in valuable job skills. Asa self-sustaining, self-funded government corporation,UNICOR has supplied a wide range of quality goods andservices to federal agencies for over 70 years. Morerecently, UNICOR has been authorized to partner withprivate sector firms currently sending work offshore or in lieuof sending work offshore.

USA800Website: www.usa-800.com Connect with USA800, the nation’s largest

100% employee-owned call center service provider. Ourmission is to make every contact count - recognizing thatevery customer interaction is an opportunity to impact thebrand experience and grow our partners' business. Ourcustomer advocates create more loyal, lasting relationshipsbetween our partners and their customers. Call us at 800-504-9000

eGainWebsite: www.egain.com/products/index.asp

eGain is the leading provider of cloud and on-site customerengagement software for sales, marketing, and service. Forover a decade, eGain solutions have helped improvecustomer experience, grow sales, and optimize serviceprocesses across the web, social, and phone channels.Hundreds of global enterprises rely on eGain to transform



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their fragmented sales engagement and customer serviceoperations into unified Customer Engagement Hubs (CEHs).To find out more about eGain software, visitwww.egain.com/products/index.asp.

NobelBizWebsite: www.nobelbiz.comNobelBiz is a facilities-based carrier

providing value-added telecommunications services tohigh call-volume clients operating over 500 contact centersand collection agencies worldwide. Focused exclusively onthe collections and call center market, NobelBiz providestechnology and services designed to enhance theireffectiveness.

Satori SoftwareWebsite: www.satorisoftware.comEmpower your contact center staff!

With Satori Capture they can quickly and accurately enterfull addresses into all types of forms with the fewest possiblekeystrokes. Powerful search technology returns the rightaddress quickly without the hassles of spelling complexstreets and cities. Improve the overall quality of yourcontact database and speed customer service. SatoriSoftware provides simply powerful contact data qualitysolutions to leaders in healthcare, financial services,education, fundraising and more. Solutions work withinexisting systems to improve contact data quality at all touchpoints — from real-time address validation at point-of-entryto ongoing batch cleansing and updating.

WhitePages PRO Website: pro.whitepages.comWhitePages PRO, a division of

WhitePages Inc., helps businesses quickly identify new andexisting customers to improve inefficiencies verify identitiesto predict and prevent fraud and improve contact data toenhance customer interactions. WhitePages PRO taps intoWhitePages.com’s extensive database of more than 300million phone numbers, including hard-to-find and cellphone numbers, making it the most comprehensive,accurate, and up-to-date database of contactinformation. The company’s suite of products include an APIand Web Lookup solution, each catering to the specificneeds of any size business.

Jones/NCTI, Inc.Website: www.jonesncti.comJones/NCTI For over 40 years Jones/NCTI hasbeen providing workforce performance

solutions, consulting services, training and educationprograms. Since our inception, we've helped countlesscompanies, and more than 300,000 individuals, makesmarter decisions, reduce costs and advance careers withour best-in-class solutions. Our unique approach helpsclients' worldwide leverage new opportunities improveperformance and enhance value. Jones/NCTI's solution setincludes productivity tools, customized paper and/or onlinetraining, off-the-shelf-courses, and workforce competencyand pre-employment assessments. LogiCALL SMART Path,one of Jones/NCTI's flagship products, is a web-baseddecision tree tool that consistently guides users down theoptimal path to the desired outcome.

Alorica Website: www.alorica.comAlorica is a leading provider of customer

management outsourcing solutions spanning the entirecustomer lifecycle. From customer acquisition and sales,customer care and support, to logistics and fulfillment,Alorica offers a seamless customer experience across allservice channels. Alorica’s award-winning Business ProcessOutsourcing services span both the Business-to-Consumer(B2C) and Business-to-Business (B2B) sectors across all

industries for Fortune 1000 companies. Headquartered inChino, California with over 20,000 employees in 40domestic, nearshore, and offshore customer managementcenters, Alorica offers the proven industry experience andknow-how to provide a total customer managementsolution. For more information, please visit www.alorica.com.

Etech Global ServicesWebsite:www.etechgs.comEtech Global Services is a leading

provider of intelligent sales and service solutions utilizinginbound and outbound voice and web chat. Weunderstand the importance of customer relationships. That’swhy all of our solution strategies are driven by the ‘voice ofthe customer’. Our stringent QA process ensures an ever-improving customer experience. We also gather criticalbusiness intelligence data from each customer interaction.And we do everything with the highest integrity and qualitypossible. These differences allow us to provide industry-leading service, stellar CSAT scores, and high performingsales and service solutions that enable our clients toincrease revenue and delight their customers.

PlantronicsWebsite: www.plantronics.comPlantronics is a global leader in audio

communications for businesses and consumers. We havepioneered new trends in audio technology for 50 years,creating innovative products that allow people to simplycommunicate. From Contact Center solutions throughUnified Communication to Bluetooth headsets, we deliveruncompromising quality, an ideal experience, andextraordinary service. Plantronics is used by every companyin the Fortune 100, as well as 911 Dispatch, Air Traffic Controland the New York Stock Exchange. For more information,please visit www.plantronics.com or call (800) 544-4660.

Nuxiba TechnologiesWebsite: www.nuxiba.comNuxiba Technologies was created over 10years ago with the clear mission to provide

solutions, tools and services to facilitate customer interactionbetween your company and your customers; whether thisinteraction takes place over the telephone, or otherwisehelping them to improve their service levels and operatingefficiency. Nuxiba excels in the development,implementation and sales of open or nonproprietarycontact centers. We are highly experienced in integratingdiverse communication channels for your customers usingyour company's current infrastructure.

HigherGround, IncWebsite: www.higherground.comHigherGround, Inc. is a premier softwaredeveloper of call recording, data

integration and reporting tools. These solutions are designedto deliver timely, accurate information for analytics anddecision support to improve operations, performance andultimately increase profitability. HigherGround applicationsare used by call centers as well as by organizations in publicsafety, financial services, healthcare, government andmany other industries.HigherGround’s Fusion Series 7™ is a complete family ofproven, innovative solutions that can be combined to meetthe specific needs and requirements of any business. Thesesolutions provide the intelligence necessary for sounddecision making and bottom-line control for compliancemonitoring, risk management and performanceimprovement.

TelStrat Website: www.telstrat.com/Founded in 1993, and headquartered

in Allen, Texas, TelStrat® develops comprehensive contact

center solutions, including the Engage Contact CenterSuite™. Engage Suite features award-winning technologythat makes capturing customer interaction, maximizingagent performance, streamlining workforce management,and knowledge mining call content affordable to anyorganization. Proven in over 2000 systems worldwide,Engage lets users start with call recording and add morecapabilities as their needs dictate, providing an easy,affordable, total solution for optimizing contact centeroperations. A customer-centric, channel-focusedorganization, TelStrat offers Engage through a globalnetwork of over 300 reseller partners, including the mostprominent names in telecommunications.

CallCopyWebsite: www.callcopy.comCallCopy, a leading provider of

innovative call recording and contact center solutions, isdedicated to ensuring the highest standards of customerand employee satisfaction. Theaward-winning, enterprise-proven cc: Discover suite delivers advanced call recording,screen capture, quality management, speech analytics,performance management, customer survey andworkforce management capabilities to organizations of allsizes and industries across the globe. CallCopy empowersthese organizations to gather business intelligence, which isleveraged to maximize operational performance, reduceliability, achieve regulatory compliance and increasecustomer satisfaction. www.callcopy.com

Castel Communications, LLC Website: www.castel.comCastel Communications, LLC is a marketleader, delivering cutting-edge call center

solutions for leading call center organizations across theglobe. Castel Detect Voice and Speech Analysis solutionprovides LIVE and post-call emotion, word and phrasemonitoring and detection for call centers of all sizes. Stop byCastel’s booth for a brief overview of the solution and learnhow Castel helps companies increase customer servicelevels and generate revenue! For more information aboutCastel’s predictive dialer, digital voice recording, and voiceand speech analysis solutions, call 800-657-8215 or visitwww.castel.com.

SmartActionWebsite: www.smartaction.comSmartAction is a leader in call

automation, providing unique Artificial-Intelligent hostedspeech IVR services to medium-sized to Fortune 500-sizedcustomer service call centers. Our state-of-the-art solutioncontains artificial general intelligence and natural languagecapabilities, allowing us to handle more complex calls thanthe most advanced IVRs. This translates to a superiorcustomer experience with proven higher call completionrates at about a quarter of the cost of live agents. Learnmore at www.smartaction.com or call 888-882-9520.

XLSchedulerWebsite: www.xlscheduler.comXLScheduler has developedWorkforce Management (WFM)

Systems for nearly 15 years. There are more than 150companies in Europe and North America using theXLScheduler WFM system. XLScheduler WFM has a verypowerful and efficient optimization engine, creatingoptimized schedules in less than 30 seconds. XLSchedulerWFM is affordable and has a truly user-friendly, graphicinterface. It is quick to implement and easy to learn. You willreach your ROI within 6-8 months and save a lot ofadministrative time. XLScheduler comes with a number ofgreat reporting tools, such as Real Time Adherence andAgent Performance.

Synergy SolutionsWebsite: www.callsynergy.comSynergy Solutions is an award winningprovider of outsourced contact center

solutions with a network of locations all inside of the UnitedStates. Synergy is known for its commitment to quality andcompliance and services some of the nation’s leadingbrands in e-commerce, healthcare, home services,financial services, insurance and other industries offering avariety of customized Service and Sales programs. Synergyoffers both Consumer and B2B multi-channel interactionsincluding inbound, outbound, email, chat, and IVR. Allservices offered in English and Spanish.

Interactions CorporationWebsite: www.interactions.netInteractions Corporation enables

companies to more effectively interact with their customers.Our patented technology for automated voice and otherinteractive systems delivers an unprecedented level ofunderstanding that engages customers in a productive,natural conversation. The company serves a growingcustomer roster of industry-leading brands from its corporateheadquarters near Boston, Mass., with additional facilities inIndiana and Texas.

LogMeInWebsite: www.logmein.com LogMeIn (Nasdaq:LOGM) providesessential cloud services to individuals,

businesses, and IT organizations for remote access,collaboration, customer care, and remote IT management.These services are used by more than 15 million people toquickly, simply and securely connect over 150 millioninternet-enabled devices across the globe — computers,smartphones, iPad™ and Android™ tablets, and digitaldisplays. LogMeIn is based in Woburn, Massachusetts, USA,with offices in Australia, Hungary, India, Japan, theNetherlands, and the UK.

JabraWebsite: www.jabra.comJabra is one of the world’s leadingmanufacturers of hands-free Unified

Communications solutions. Building on its 141 year history ofinnovation, Jabra creates a broad range of award-winningheadsets that increase productivity, reduce costs, andpromote collaboration for contact centers, office andmobile users around the world.

LanguageLine SolutionsWebsite: www.languageline.com LanguageLine Solutions, the globalleader in telephone interpreting,

translation, localization and bilingual language proficiencytesting and training, serves clients in government, healthcare, telecommunications, financial services, utilities,insurance and many other industries by quickly connectingthem to their customers, patients and prospects in morethan 200 spoken languages. We are a trusted partner tothousands of organizations throughout the United States,Canada and the United Kingdom. We provide easy accessto the industry's fastest language interpreting services athighly competitive rates through our suite of telephone, on-site and video interpreting, document translation, interpreterassessment and training programs, and is committed tounparalleled client service.

ClarabridgeWebsite: www.clarabridge.comClarabridge is the leading provider of

sentiment and text analytics software for customerexperience management. Clarabridge enables Global1000 enterprises to achieve a universal understanding of



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their customers by automatically collecting, classifying,scoring sentiment and analyzing qualitative data found invoice of the customer feedback channels. Insights extractedresult in improved marketing, product/service offerings,operations and customer service across an organization.Clarabridge is privately held with offices in Reston, Va. andLondon, U.K.

Experian QASWebsite: www.experian.comExperian QAS is a leading provider ofaddress data quality software and

services. The Experian QAS software suite of products aredesigned to capture, validate, cleanse, standardize andenrich addresses, names and other important contactinformation. Our powerful and accurate data qualitysolutions harness data secured from national postalauthorities and other leading data sources. For morespecialized applications, many additional datasets are alsoavailable including address data for 87 countries, geospatialdata and more. Experian QAS provides solutions to more than10,000 customers worldwide in a wide range of industrysectors including retail, education, healthcare, insurance,finance and government. Experian QAS solutions for callcenters help organizations to reduce keystrokes required fordata entry, reduce call times and improve customer service.

CGSWebsite: www.cgsinc.com CGS has been providing contact centerservices for nearly 30 years, offering a

comprehensive range of solutions that go "Beyond the KPIs."CGS delivers tailored solutions and highly personalized servicethat offers a fresh alternative to the one-size-fits all programsoften found in the industry. CGS Contact Center Solutions hashelped countless organizations reduce costs and increasecustomer satisfaction by providing multi-channel, inboundand outbound services including: Customer Care, CustomerRetention & Recovery, IT Help Desk, Enterprise IT Support, BPO,and Channel Development.

Epic ConnectionsWebsite:www.epicconnections.com

Epic Connections is a contact center sourcing and consultingfirm. Core competencies include evaluating current contactcenter strategies, including technical and operationaloptimization. Companies leverage EPIC to gain greater agilityand customer insight across all channels in order to uncovercost efficiencies and performance improvement solutions.

PowerNet Global Website: www.powernetglobal.com Celebrating more than 20 years as aleader in the industry and achievement

as a multi-award winning company, PowerNet Global is apremier provider of high-quality voice, data, SIP andmanaged communications services to commercial andresidential customers nationwide. Headquartered inCincinnati, Ohio, PowerNet Global has achieved consistentgrowth by developing and marketing an expanding array ofcompetitive products and maintaining a clear focus ondelivering unrivaled service to its partners and customers.

AMX SolutionsWebsite: www.amxsolutions.comAMX SOLUTIONS, as the name

says… that’s what we bring to the table: solutions. We ignoreboundaries and we explore every possibility, with innovation.We are a large emerging company that providespersonalized and differentiated treatment to our customers.We specialize in call recording; Social media CC, IPPBX, e-learning Enterprise, Open Source and Hosted Solutions,Speech Analytics, Performance Management and WFO. We

use our tools to solve any complex problems toorganizations of all sizes across the globe making itaffordable and increasing our customer’s satisfaction. AMXis the perfect solutions boutique that understands yourneeds and converts them in a concern for us, investing allour time and dedication.

inConcertWebsite: www.inconcertcc.com With more than twenty years of

experience in software development, corporateintegration systems, network connectivity and telephony;in 1999 we embarked in an ambitious project: to developa unique, world-class, full-ip contact center suite thatallows organizations to optimize their customer interactions,and at the same time, seamlessly integrate with any kind ofback office technology.Our suite of products includes solutions for call centers,multimedia contact centers, interactive voice responsesystems, call recording, and predictive dialing systems.Through all these products, we offer solutions for customerservice, collection, telemarketing, personalized banking,and cellular telephony, among others.

BenchmarkPortal Website:www.benchmarkportal.comBenchmarkPortal is the global

leader in certification, training, consulting and research forthe customer contact industry. Our mission is to helpmanagements optimize the performance of their centersin terms of both cost and quality, encourage customerloyalty and build enterprise value. BenchmarkPortal'sactivities include The College of Call Center Excellence, aleader in call center training, and CallTalk, the first on-linetalk show specifically focused on the call center industry.Join our community of 40,000 contact centers today andreview your center’s performance by benchmarking withour complimentary Multi Channel Survey.

SitelWebsite: www.sitel.comAs caring for customers becomes thedifferentiator that drives consumer spend,

Sitel is advancing its position as a world leader inoutsourced customer care innovation. With 28 years ofexperience, Sitel's 58,000 employees support clients withCRM contact center services, providing predictable,measurable Return on Customer Investment by buildingcustomer loyalty, increasing sales and efficiency. Sitel'ssolutions include customer acquisition, customer care,technical support and social media. Support operationsspan from home based agents to 120 centers in 24countries. Sitel manages programs on behalf of some ofthe best known brands in 40 languages.

Thomas L. Cardella &Associates (TLC&A) Website:www.tlcassociates.com

Thomas L. Cardella & Associates (TLC&A) in a top tierprovider of Call Center and Contact Center solutions.TLC&A provides a variety of solutions to include inbound,outbound, chat, e-mail, fulfillment, back-office, Hispanic, inboth a business to business and business to consumerenvironment.As a 100% employee owned company, TLC&A iscommitted to providing our clients and their customers asuperior call center experience free of the bureaucracytypically experienced in the call center industry.Thomas L. Cardella & Associates relies on a consultativeand honest approach with our clients to achieve anexceptional ROI for our clients while exceeding their KPIobjectives.

Please visit our web site at www.tlcassociates.com, or callTom Cardella at 319-730-4000.

T-MetricsWebsite: www.tmetrics.com T-Metrics is the premier software

developer of innovative multi-media contact centers. TheTM-2000 Multi-Media Contact Center (voice, web chat,email, social and WebRTC) is designed to work with all majorswitches. We can network between dissimilar switches suchas LYNC, Avaya, and Cisco, just to name a few. We canrecord all calls and screens (yes, even WebRTC calls!), whilekeeping credit cards secure and within PCI scope. We alsohave moved the contact centers to Android devices--nolonger are agents/supervisors tethered to their desktops.Visit us and see live demonstrations of our contact center.

United Recovery SystemsWebsite: www.ursi.com United Recovery Systems’primary focus has been to

provide quality call center services for the past 35 years. Ourservices include Customer Satisfaction/Retention, DisputeResolution/Pre-Billing, First Party Billing; as well as First andThird Party Collections. We target areas of specialization forour clients and custom design the delivery of services tomatch client needs. Such focus has allowed us to establishlong term relationships with our clients and has earned uspartnerships reserved for the very finest in the industry.

CoWorxWebsite:www.coworxstaffing.com As an industry leader in human

capital management, CoWorx offers a full suite of solutionsto help our partners lower staff costs, improve retention,mitigate legal risks, and improve hiring metrics. Focus yourefforts on what you do best and let CoWorx take on theburden of talent management. From ProgramManagement to Onboarding talent, we provide onsiteservices and consulting solutions that can improve yourefficiencies & ROI.

Acquire Asia Pacific Website: www.acquireap.com Acquire Asia Pacific operates five

state-of-the-art contact centers in Manila, Philippines andMelbourne, Australia employing over 3500 full time staff.Acquire is a trusted business process outsourcer across awide range of industries including telecommunications,banking & financial services, insurance, media and retail. Acquires services include customer service, sales, technicalsupport, retention campaigns, network operations, back-office functions, software development and marketingservices which it provides to a range of private and publiclylisted companies around the world.Acquire operates under strict compliance guidelines toensure your brand is protected and your customers arehighly satisfied.

Astute SolutionsFounded in 1995, Columbus,OH-based Astute Solutions is

an innovative SaaS company positioned within thecustomer relationship management solutions industry. Witha wide host of products ranging from social and mobileCRM software to in-depth customer feedback reporting,Astute Solutions strives to provide power and customizabletools for contact centers of all sizes. Astute Solutions seeks to assist other companies inleveraging customer service as a strategic application. Theproprietary tools developed by Astute Solutions enable theirclients to reduce contact center costs, enable better

customer-company relationships, and increase customersatisfaction.

IntelePeer, Inc.Website: www.intelepeer.com IntelePeer, Inc. is a leading provider of

on-demand, cloud-based communications services forenterprises and contact centers. The patented IntelePeerCloudWorx™ software platform, leveraging the scale andreach of the Cloud, delivers multi-modal communications,including voice, video, unified communications, and otherrich-media with high quality and reliability. IntelePeerenables customers to rapidly and cost-effectively transitionfrom legacy telecommunications networks to IP-basedcommunications, with little or no additional capitalexpenditures. As a result, IntelePeer customers can improvetheir return on investment on communications equipmentand services.

TranseraWebsite: www.transerainc.com Transera, the leader in Big DataAnalytics for Customer Engagement

Management, makes sense out of diverse customerinteraction data so that sales, marketing, and customerservice and support organizations can increase sales,reduce costs, and improve customer satisfaction throughimproved customer experiences. Transera brings datatogether in the cloud from your automated call distributor(ACD) applications, interactive voice response (IVR) systems,customer relationship management (CRM) applications,and other customer data sources such as demographicservices so that contact centers can analyze, understand,manage, and automate customer interactions in new andinnovative ways.

Allied GlobalWebsite: www.accbpo.com Founded almost 10 years ago,Allied Global is a contact center

and BPO company that serves the Americas. Allied Globalhas grown from 50 agent stations in 2005 to over 3,000stations and over 4,000 agents in Guatemala, Honduras, USand Canada. We offer customer care, technical support and BPO servicesin English, Spanish, French, Cantonese, Mandarin, Hindi andPunjabi. Operating on a single platform, Allied Global canuse its diverse geographical locations to provide the mostcost efficient intelligent solutions to meet your needs.Visit us at Booth 702 in Las Vegas.

CallFireWebsite: www.callfire.com CallFire provides a reliable, enterprise-grade VoIP platform that powers

voice broadcasts, call centers, call tracking, and textmessaging campaigns. CallFire has over 150,000 customersincluding political groups, non-profits, insurance agents, smallbusiness owners, and marketers. Headquarted in SantaMonica, CA, CallFire is dedicated to providing high-availability systems, intuitive user interfaces, furious developersupport, and unparalleled customer care in order totransform how companies do business.

Bolder Thinking Website: www.bolderthinking.com Bolder Thinking provides a nextgeneration telephony system for callcenters and businesses that is built on

state of the art cloud computing platforms, significantlyreducing business operations and infrastructure costs. BolderThinking products provide an easy to manage turnkeysolution for managing telephony operations withoutdeployment of expensive telecommunications equipment.


Human Capital Management & Consulting


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TRUSTID®Website: www.trustid.com Founded in 2007, TRUSTID® helps

financial institutions and other enterprises conductingtelephone-based commerce automate their telephoneauthentication process. Authenticating callers pre-answer,reduces “identity-interrogation” time, improves thecustomer experience and lowers call center costs by 20%.TRUSTID automatically authenticates callers with“something users have” ownership factor authentication,while combating the growing threat of phone hacking andCaller ID and ANI Spoofing. TRUSTID’s patented automatedcaller authentication solution is the first technology toaddress telephone originated social engineering securitybreaches.TRUSTID’s customers across financial, healthcare, retail andtelecom industries can aggressively mitigate call centerexpense and fraud, as well as minimize operational andregulatory risk, while building brand loyalty and drivingadditional revenue. Privately-held, VC-backed TRUSTID® is based in Portland,Oregon.

IntelemediaWebsite: www.intelemedia.comIntelemedia offers a new breed ofcall center services by combining

industry-leading technology with a platform uniting topperforming agents from multiple call center companies.Intelemedia offers one contract, one invoice, oneplatform, elite reps—the best in your vertical—industryleading sales and customer service applications. Ourdifferentiators include sophisticated call routing, analyticaland comparative analysis, deeper transparency andinsight, and centralized reporting. We bring the industries’best agents from, not one, but multiple call centers ontoone efficient platform delivering call routing, uniformreporting, and real-time analytics...most importantlyimproved results.

StreamWebsite: www.stream.comStream is a resourceful, industry

leading global business process outsourcing (BPO)company where ingenuity and caring employees helptransform customers into our clients’ fans. Our broadportfolio of sales, customer care, and technical supportservices enable Fortune 1000 companies to increaserevenue and operational efficiencies and build brandloyalty. Stream blends individualized services with aglobal, standardized delivery model and sophisticatedtechnologies via a highly skilled multilingual workforce ofmore than 37,000 employees supporting 35 languagesacross 52 locations in 22 countries. To learn more aboutthe company and its complete service offering, pleasevisit www.stream.com.

Greenspoon MarderWebsite: www.gmlaw.comGreenspoon Marder is a leadingprovider of Regulatory Compliance

and Government Relations to the customer contact andcall center industries. For more than 30 years, the firmhas assisted its clients in maintaining compliant callcenter operations. From large Fortune 1000 companiesto mid-size and off-shore contact centers, the firmhandles all aspects of consumer privacy, data security,training and staff procedures, marketing and advertisingcompliance, scripting as well as customer responsetechniques. Through its Compliance Attorneys,Greenspoon Marder represents its clients in front of everystate Attorney General Office, the Federal TradeCommission, Consumer Financial Protection Bureau, andother consumer protection agencies. The firm maintainsproactive, problem-solving relationships with theseagencies to provide cutting edge solutions and keep itsclients ahead of the compliance curve. For moreinformation please contact: Robby H. Birnbaum, Partner,(888) 491 1120.

NearshoreWebsite: www.nearshore.cc The leading provider of call center servicesin the Dominican Republic, offering avariety of Inbound and Outbound services

along with our industry recognized turnkey hostingsolutions. Nearshore’s strategy has been to operate at the higheststandards and maintain its presence in the heart of SantoDomingo City Center. Our City Center locations attract alarge pool of highly talented bilingual resources; withproximity to most Santo Domingo's Universities, shoppingcenters all assessable by mass transportation.We offer our services to U.S., European and Latin Americacompanies and corporate customers; customers whohave considered outsourcing their call center operationsto a cost - effective service provider.With current total capacity of +2,400 production seatsand growing, Nearshore is directed by driven andresourceful young talent with exceptional business visionand extensive experience in the call center andtelecommunications industry.

iDashboardsWebsite: www.iDashboards.comDashboards is a user-friendly,

cost-effective, enterprise solution providing an alternativeto complex and expensive BI software. Gain real-timeinsight into critical data, KPIs and metrics for enhanceddecision-making. With a low cost of ownership, cutting-edge technology, and proven user-adoption,iDashboards has become the software of choice for datavisualization. www.iDashboards.com/Cloud

FonoloWebsite: www.fonolo.comFonolo provides call-back software for

the call center. Your customers will never wait on holdagain, regardless of where the conversation begins –web, mobile or inbound call.Our cloud-based technology allows for easy integrationwith minimal impact to your call center and existingprocesses. An optional on-premise appliance can alsobe added to comply with strict security requirements.Fonolo's In-Call Rescue solution gives customers theoption to "press 1 to get a call-back from the nextagent", while our web and mobile solutions allow themto request a call-back without having to call you first.More info: Fonolo.com or [email protected].



®

2012 EXHIBIT HALL

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Vendor

Caesars Palace3570 Las VegasBoulevardLas Vegas, NV 89109

www.caesarspalace.comReservations: 1-866-227-5944

Group Rate-$160 plus 12.5% per night Please identify you are part of the “IQPC– Call Center Week” group to ensure thespecial rate (based on availability).Please make your reservation before May10, 2013 in order to ensure you are eligiblefor the group rate (based on availability).

Reservations Telephone: 1-866-227-5944

Caesars Palace is within minutes ofMcCarran International Airport.

About the PackagesECONOMY• 2 Day Main Conference Pass• Continental Breakfast• Daily Lunch• Call Center Excellence Awards

Luncheon • CMIQ Membership• Drinks Reception• Post-Conference Presentation

Access• Access to Private Mobile App• Post-Conference Summary• Ability to add any of the a la

carte items

ECONOMY PLUS• 3 Day Conference Pass:

Workshop Day and MainConference

• Continental Breakfast• Daily Lunch• Call Center Excellence Awards

Luncheon • CMIQ Membership• Drinks Reception• Post-Conference Presentation

Access• Access to Private Mobile App• Post-Conference Summary• Ability to add any of the

a la carte items

PREMIUM

• 4 Day Conference Pass• Continental Breakfast• Daily Lunch• Call Center Excellence

Awards Luncheon • Drinks Reception• CMIQ Membership• Post-Conference Presentation

Access• Access to Private Mobile App• Post-Conference Summary• Ability to add any of the a la

carte items

ALL ACCESS (BEST VALUE)• 5 Day Conference Pass

• 6/10: Master Class Day• 6/11: Workshop Day• 6/12-13: Main Conference• 6/14: Site Tour or Global

Focus Day • Continental Breakfast• Daily Lunch• Call Center Excellence Awards

Luncheon • Drinks Reception• Post-Conference Presentation

Access• Access to Private Mobile App• Post-Conference Summary• Conference OnDemand• No Add-Ons – YOU GET IT ALL!

*An end user is someone who can directly benefit from the content provided in the program

*A vendor is a solution provider who can offer products and services to enhance the end user’s operations at theirperspective organizations


Name __________________________________________________________________________________________________________________________________________

Job Title ___________________________________________________________________ Organization__________________________________________________________

Approving Manager_______________________________________________________________________________________________________________________________

Address ___________________________________________________________ City_______________________________State___________Zip_______________________

Phone________________________________________________ E-mail____________________________________________________________________________________

❑ Please keep me informed via email about this and other related events.

❑ Check enclosed for $___________________________________ (Payable to IQPC)

Charge my ❑ AmEx ❑ Visa ❑ Mastercard ❑ Discover Card #___________________________________________________ Exp. Date___/___CVM Code______

❑ I cannot attend, but please keep me informed of all future events.

YES! Please Register Me For: (Email this form to [email protected] or fax to 646-378-6025)

10711.007 /GK

PRICING & REGISTRATION

Call 1-800-882-8684

Email [email protected]

Visit www.callcenterweek.com

Easy Ways to Register:

End User

Venue & Accommodation

Customer Loyalty Program

3 1

2

3

❑ Conference Only ❑ Masterclass ❑ A or ❑ B ❑ Workshop(s) ❑ C or ❑ D ❑ E or ❑ F ❑ G or ❑ H ❑ Site Tour(s) ❑ I ❑ J ❑ K ❑ L ❑ Global Focus Day

Register & Pay Register & Pay Register & Pay Standard & by 3/22/2013 by 4/19/2013 by 5/17/2013 Onsite Pricing

Economy (2 day pass) $1,099 $1,299 $1,499 $1,699

Economy Plus (3 day pass) $1,499 $1,599 $1,799 $1,999

Premium (4 day pass) $2,099 $2,299 $2,499 $2,699

All-Access (5 day pass) $2,599 $2,799 $2,999 $3,199

Register & Pay Register & Pay Register & Pay Standard & by 3/22/2013 by 4/19/2013 by 5/17/2013 Onsite Pricing

Economy (2 day pass) $1,699 $1,899 $2,099 $2,299

Economy Plus (3 day pass) $2,099 $2,299 $2,499 $2,699

Premium (4 day pass) $2,699 $2,899 $3,099 $3,299

All-Access (5 day pass) $3,199 $3,399 $3,599 $3,799

Standard Price

Master Class $499 each

Workshop $399 each

Site Tour $499 each

Global Focus Day $499 each

Conference OnDemand(recorded conference presentations for internal training) $499

A La Carte

REGISTER ON THE WEBSITE & SAVE $100

MORE

In the year of the customer,we are showing our

appreciation for choosing ourevent. If your company attended CallCenter Week in 2012 or Call CenterSummit 2013, you may choose one of thefollowing awards. One per delegate. Usethe following codes for each rewardwhen registering. Registration will only beprocessed with this code once your pastattendance has been verified.

•Personal Reward (Code: 14CCW_PERSONAL)•Be entered into a raffle to win one of

the following prizes: A mini ipad, a$250 voucher Caesars spa treatment,$100 cash AMEX

•Professional Reward (Code: 14CCW_PROFESSIONAL)•A free package upgrade (if you are

economy, you'll receive economyplus)

•Team Building Reward (Code: 14CCW_TEAMBUILDING) •Get one Ticket to the Wednesday

Evening Show Outing (approximately$100 value)

Please note multiple discounts cannot be combined.

A $99 processing charge will be assessed to all registrationsnot accompanied by credit card payment at the time ofregistration.

MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC

* CT residents or people employed in the state of CT mustadd 6.35% sales tax.

Team Discounts: For information on team discounts, pleasecontact IQPC Customer Service at 1-800-882-8684. Only onediscount may be applied per registrant.

Special Discounts Available: A limited number of discounts are available forthe non-profit sector, government organizations and academia. For moreinformation, please contact customer service at 1-800-882-8684.

Payment Policy: Payment is due in full at the time of registration and includeslunches and refreshment. Your registration will not be confirmed until payment isreceived and may be subject to cancellation.

Details for making payment via EFT or wire transfer:JPMorgan Chase - Penton Learning Systems LLC dba IQPC: 937332641ABA/Routing #: 021000021Reference: Please include the name of the attendee(s) and the event number:10711.007

For IQPC’s Cancellation, Postponement and SubstitutionPolicy, please visitwww.iqpc.com/cancellation

Special Dietary Needs: If you have a dietary restriction,please contact Customer Service at1-800-882-8684 to discuss your specific needs.

©2013 IQPC. All Rights Reserved. The format, design,content and arrangement of this brochure constitute atrademark of IQPC. Unauthorized reproduction will beactionable under the Lanham Act and common lawprinciples.