Golf Tournament

Meet in hotel lobby by 7:45 am!

Join fellow attendees for a fun day of golf and camaraderie! One of Dallas' popular golf courses, Coyote Ridge, will welcome attendees. An additional fee of $70/golfer includes the following:

• Greens fees
• Cart with GPS tracking
• Unlimited range balls for practice
• Breakfast before the tournament
• Lunch following play
• Contests and prizes

SEPARATE REGISTRATION REQUIRED: Please click here to register for the tournament

For more information on the course, please visit: http://www.coyoteridgegolf.com/

Sponsored by IEX, a Tekelec Company

Galleria Dallas Shopping Trip

Meet in hotel lobby by 11:50 am!

Join fellow Conference attendees for a trip to the world-class Dallas Galleria Mall. Meet in the hotel lobby to catch the Hilton shuttle, service is provided hourly. Mall hours on Sunday: 12:00 noon to 6:00 pm.

New to IARE or a "first-timer" at the IARE Annual Conference? Join IARE Board members to learn about the organization, how you can become involved and how to make the most of your experience at the IARE Annual Conference.

Meet in hotel lobby by 5:00 pm!

Build new relationships in Old Town Fort Worth! Join other IARE attendees on a scavenger hunt through the city known as "Where the West Begins." Immediately following the Scavenger Hunt, we'll gather for dinner and cocktails at a local restaurant. 

Buses will depart the Hilton Lincoln Centre at approximately 5:00 p.m. and will return at 9:30 and 10:00 p.m.

Sponsored by Voxify

CHANGE…we experience it all the time, whether it’s happening to us or whether we are creating change for others. Typically, we can’t prevent the situations that cause change. We can, however, learn more about how change impacts us, both positively and negatively; how we can cope with changes in our own lives; and how we can provide positive leadership in helping others deal with the impacts of change. Gain a new sense of confidence and self-awareness as you learn how to apply change management techniques. Go from being a victim of change to a leader of change.

Presented by:
Doug D. Whittle, PhD
The Diagonal Group, LLC

Sponsored by Speechworks

Join our Sponsors and Exhibitors in our Supplier Showcase to discuss ways to keep our contact center functioning as efficiently as possible.

Play our Supplier Showcase game and win a fabulous door prize. Collect signatures from all of our Sponsors and Exhibitors and you'll be entered to win.
  

Not too many years ago all Continental contact center CSRs were in mandatory overtime while abandonment rates exceeded 17 percent. Turnover has skyrocketed, while morale was at an all time low.

Today’s Continental abandonment rate is consistently below 3 percent and mandatory overtime is obsolete. Voluntary turnover is less than 5 percent annually and Continental has been named one of the Best Places to Work in America by Fortune Magazine for six consecutive years.

Continental attributes much of this turn around largely to its innovative staffing practices, designed to balance both business and human needs.

Presented by:
Jim Thistle
Continental Airlines

Diversity -- The Journey From Awareness To Competency 

The issue of Diversity can be a much misunderstood and sometimes emotional subject. Often confused with Affirmative Action and Equal Employment Opportunity Commission (EEOC), this session will begin with the basics and present the business case for being inclusive in your operations. Attend this session to better understand the journey from building awareness to developing cultural competency within your organization.

Presented by:
Carmen Baker
Carlson Hospitality Worldwide

Diversity -- The Journey From Awareness To Competency 

Presented by:
Carmen Baker
Carlson Hospitality Worldwide

Diversity -- The Journey From Awareness To Competency 

Presented by:
Carmen Baker
Carlson Hospitality Worldwide

Recognize excellence in the contact center industry! Network with your colleagues during this informal reception and awards presentation. Be sure to make plans for the evening to visit with colleagues and friends from across the continent and around the world.

Sponsored by WillowCSN

Discussion Group Breakout:
Workforce Planning
Adams, Ballroom Level

Call Center Forum:
Large to Mega
Jefferson, Lobby Level

One of the greatest benefits of the IARE Annual Conference is the opportunity for networking with industry colleagues. The Call Center Forums are designed to stimulate discussion on call center issues specific to size and number of employees. These forums will provide facilitated discussion for call center managers to share insights and strategies to enhance call center performance.

Hear what IARE has been doing this year and your opportunity to decide who will be leading your organization during the next year.

Luncheon sponsored by eTalk and Bay Bridge Decision Technologies

Best Practices Utilizing a Virtual Call Center
Panel Discussion

Featuring:
Mark Frei, Senior Vice President of Sales with West Corporation and Basil E. Bennett, President and Chief Executive Officer with Willow CSN

Moderated By:
Doug D. Whittle, PhD
The Diagonal Group, LLC

Education Breakout Session:
Adams, Ballroom Level

The Outsourcing Question: Should We or Shouldn't We? A Best Western Case Study

Featuring: 
Will Jansen, VP of Worldwide Reservation Services at Best Western Intl and Patti Beaubien, Executive Director, Travel & Hospitality Markets with TeleTech Holdings, Inc.

Companies are outsourcing at a feverish pace. What factors internally and externally are driving this phenomenon? The goal of this session is to get you to think about where your organization is with relation to current trends in our industry that may or may not drive the need to look at outsourcing.

We will share data that senior management may be looking at for the future that dictates the need to look into some form of outsourcing. We will go over why this data is having such an impact. We will also review the steps taken by one member company recently that has taken them down this path.

International and Global Issues
Discussion Group

Moderated By:
Michele Rowan
Hilton Reservations Worldwide

Join other IARE International Representatives and those interested in the global community in an interactive, idea-sharing discussion of the international call center environment.

Simplified Strategic Planning

Presented By:
Robert Bradford
Center for Simplified Strategic Planning

Poor strategic planning is worse than no strategic planning. It can be a big waste of time and money. Or even worse, it can lead to a strategic disaster. Avoid all of this with Simplified Strategic Planning.

Sponsored by West Corporation

Sponsored by Witness Systems

Wyndham Hotels & Resorts Call Center
Irving, TX

Hilton Hotels Call Center
Carrollton, TX

Transportation sponsored by TeleTech Holdings, Inc.