Join other IARE Conference Attendees for a beautiful walk around the Hyatt Lodge Campus while making valuable connections. All are welcome to join in this informal session. Meet in the Prairie Ballroom Foyer on the Lobby Level by 1:00 p.m.
 

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.
 

Kenny Moore, former monk and present-day business executive, will discuss the changing role of leadership in a turbulent and unforgiving business environment. This interactive, insightful and entertaining session will focus on organizational theory, case studies and various business interventions in a NYC Fortune 500 company.

Presented by:
Kenny Moore
KeySpan Corporation
 

All You Need is LOVE: Going Beyond Satisfaction and Creating Customer Loyalty with Legendary Experiences

Today’s best companies don’t merely satisfy their customers … they consistently create legendary experiences that turn customers into legions of loving fans. Heralded by Business Week as one of Best Ideas of 2005, this fundamental shift in strategy can transform your company. When customers love your company, they’ll gladly pay higher rates, do business more frequently, and refer their friends and associates.

Presented by:
Mike Paton
Signature Worldwide
 

Raising Your Self-Service Offerings to A Whole New Level

Did you know that 86 percent of consumers use the telephone to contact businesses everyday? More and more Senior Business Leaders today think that providing better customer service through automated self-service is necessary, but they know a compelling customer experience is required to make the biggest impact  -- from establishing customer loyalty to generating new revenue streams. Come learn how expertly designed, voice automated customer service options have made the increased customer satisfaction while driving down service costs at airlines, hotels, car rental agencies...even on-line travel service portals!

Presented by:
John Froman
Nuance
 

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.
  

Generational Diversity: Managing the Gap

Is there really a generation gap? What's in it for you to recognize the differences? How do the generations differ in their approach to work? What can VPs/Directors/ Managers/Supervisors do to smooth out the differences?

Generational Diversity: Managing the Generation Gap introduces the four generations and events that helped shape their characteristics and work patterns. The workshop enables people at all levels in your organization to find perspective and provides solutions and practical tools to break down barriers and work more effectively with members of all generations.

Presented by:
Dana Bickford
EMPOWERMENT RESOURCES
 

Measuring and Enhancing Guest Satisfaction

This session will focus on understanding the drivers of customer satisfaction and developing measurement programs that assess the firm’s ability to deliver on those requirements. Ms. McIntosh will outline a proven approach for identifying customer interaction requirements, based on Kano studies and validation of Kano results through customer contact monitoring and event-specific customer surveys. She will then discuss how to translate those customer requirements into a formal quality monitoring process and a survey process (email, phone, and post-call IVR) for ongoing satisfaction measurement.

Presented by:
Beverly McIntosh
McIntosh & Associates
 

Measuring and Enhancing Guest Satisfaction

Presented by:
Beverly McIntosh
McIntosh & Associates
 

Generational Diversity: Managing the Gap

Presented by:
Dana Bickford
EMPOWERMENT RESOURCES
 

Generational Diversity: Managing the Gap

Presented by:
Dana Bickford
EMPOWERMENT RESOURCES
 

Measuring and Enhancing Guest Satisfaction

Presented by:
Beverly McIntosh
McIntosh & Associates
 

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.
 

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. This is also your opportunity to decide who will be leading your organization during the next year.
 

Discussion Group:
Manager Forum
 

Continue your networking with colleagues! This unique and interactive forum will examine issues of importance in the travel contact center industry. No power points or stuffy presenters; just idea-sharing and discussion with your peers. Don't miss this valuable session!
 

• Orbitz Call Center
• United Airlines Call Center