Conference Schedule

Saturday, May 4, 2002

2:00 to 4:00 p.m. IARE Board of Directors Meeting (Room 225, Second Floor)

3:00 to 6:30 p.m. Conference Registration Desk (Room 216, Second Floor)

4:00 to 6:00 p.m. IARE Committee Meetings

• Awards

• Communications

• Conference

• Membership

• Technology

Sign-up to serve on a Committee!

Sunday, May 5, 2002

7:00 a.m. to 2:00 p.m. IARE Golf Tournament at Patriot Point Golf Course

Sponsored by IEX

7:30 to 11:00 a.m. Conference Registration Desk (Room 216, Second Floor)

1:00 to 6:00 p.m. Conference Registration Desk (Promenade, Lobby Level)

4:00 to 6:00 p.m. Exhibitor set-up (Cotillion Ballroom & Promenade, Lobby Level)

6:00 to 6:30 p.m. IARE Newcomers Orientation

6:30 to 10:00 p.m. IARE Conference Opening Festivities:

The Chase of Charleston Teambuilding Event & Dinner
Don't forget to bring your walking shoes for this one!

Monday, May 6, 2002

Breakfast on your own. Hotel guests may have complimentary full breakfast buffet in hotel restaurant.

7:30 a.m. to 4:00 p.m. Conference Registration/Information Desk (Promenade, Lobby Level)

8:00 to 10:00 a.m. Exhibitor Set-Up (Cotillion Ballroom & Promenade, Lobby Level)

9:00 to 10:30 a.m. IARE Conference Welcome & Keynote Address  (Rainbow, Lobby Level)

NAVIGATING CHANGE: 
Capitalizing on the Trends to Insure Your Success
Joyce L. Gioia, CMC, Author, Strategic Business Futurist, and President, The Herman Group

10:30 to 11:00 a.m.  Refreshment Break

Grand Opening of Supplier Showcase (Cotillion Ballroom & Promenade, Lobby Level)

11:00 a.m. to 12:30 p.m. Concurrent Sessions

A. Education Session: Driving Sales for Increased Call Conversion

B. Supplier Showcase

12:30 to 1:30 p.m. Networking Lunch with Exhibitors

Sponsored by Willow CSN (Rainbow, Lobby Level)
 

1:30 to 3:00 p.m. Concurrent Sessions

A. Supplier Showcase

B. Education Session: Customer Service Workshop

3:00 to 3:30 p.m. Refreshments in Supplier Showcase

3:30 to 6:00 p.m. Call Center Forum, Part 1

• Small Call Centers

• Medium Call Centers

• Large/Mega Call Centers

3:30 to 5:30 p.m. Exhibitors tear down

6:00 to 7:00 p.m. Networking Reception (Courtyard, Lobby Level)

Tuesday, May 7, 2002

Breakfast on your own. Hotel guests may have complimentary full breakfast buffet in hotel restaurant.

7:30 a.m. to 3:00 p.m. Conference Information Desk (Promenade, Lobby Level)

8:30 to 10:00 a.m. Concurrent Sessions

A. Education Session: Customer Service Workshop

B. Education Session: Driving Sales for Increased Call Conversion

10:00 to 10:15 a.m. Refreshment Break

10:15 a.m. to 12:30 a.m. Call Center Forum, Part 2

• Small Call Centers

• Medium Call Centers

• Large/Mega Call Centers

12:30 a.m. to 2:00 p.m. Luncheon, IARE Annual Business Meeting & Elections (Rainbow, Lobby Level)

2:00 to 3:30 p.m. Concurrent Sessions

A. Education Session: Redefining the Rules with VoIP for Multichannel Contact Centers

B. Education Session: Retention Begins with the First Contact

3:30 to 3:45 p.m. Refreshment Break

3:45 to 5:15 p.m. Concurrent Sessions

A. Education Session: Retention Begins with the First Contact

B. Education Session: Redefining the Rules with VoIP for Multichannel Contact Centers

5:15 p.m. Evening on your own

Wednesday, May 8, 2002

Breakfast on your own. Hotel guests enjoy complimentary full breakfast buffet in hotel restaurant.

7:30 to 10:00 a.m. Conference Information Desk (Room 216, Second Floor)

8:00 to 9:00 a.m. Closing Address

Roland Tanner, Vice President, Information Technology & Distribution, Utell

9:00 a.m. to 1:30 p.m. IARE Call Center Tours

• ANC Rental

• Six Continents Hotels

• First Contact

1:00 p.m.  Conference adjourns