Offered again this year....
Special Pre-Conference Sessions
Sunday, April 20th
Maximize the value
of the IARE Annual Conference! Join your colleagues for an additional
full day of learning and networking. Register for the entire day or
a half-day:
8:00 a.m. to 12:00 p.m.
Contact Center Leadership: What Makes Great Leaders
So Great?
Presented by Connie Smith
Envision
Enumclaw, Washington
Most of us can think back to the greatest leader we ever worked
for/with, but few have taken the time to analyze exactly what
made this leader so great. Fast forward a few years and we find
ourselves in management positions with little training or
knowledge of what it takes to also be a great leader. While some
personality types naturally thrive in this environment, others
struggle to figure out what steps are needed for self
improvement. The challenge shared by both personality types is
that becoming a great leader is not an easy task. If you are a
leader who would like to take your skills to the next level, you
will not want to miss this interactive and eye-opening
opportunity to self- reflect on your current skills and set goals
for becoming a truly great leader.
1:00 p.m. to 5:00 p.m.
Strategic Planning for Call Centers
Presented by Ric Kosiba &
Dan Mahon
Bay Bridge Decision Technology
Annapolis, Maryland
As more and
more forward-thinking contact center organizations invest in
tools and technologies to advance their strategic
decision-making capabilities, there is increased industry
attention on the strategic planning life cycle. Optimizing each
linked component of the planning cycle, from forecasting to
hiring and overtime planning, what-if scenario analysis,
budgeting and variance analysis, and then back to forecasting,
will have significant benefits to the organization. Leading
contact center professionals are expanding and improving each
step in the planning process. By revamping this process,
decision-making will be improved throughout the organization;
thus enhancing its financial and operational performance, and
delivering better and more consistent service at the lowest
possible cost. A solid plan reduces unexpected service failures
and an accurate planning process allows management to make the
explicit trade-offs between service and costs.
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Presenters
Connie Smith
Envision
Enumclaw, Washington
Connie Smith has
been involved in the contact center industry in various roles for more
than 20 years. She has built operations and fulfillment centers from the
ground up including multi-site, retail and wholesales, reengineered
multiple site centers and built one of the first true multi-channel
contact centers in 1998, including integrated telephone, e-mail, Web
chat and callback technologies.
She leveraged her
cumulative experience with all aspects of managing contact centers and
became a consultant, helping world-class contact centers with building,
relocation, mergers, assessments, vendor selection, workforce
management, metrics, telephone systems, CRM and CTI applications,
customer service skill development, training initiatives and quality
programs.
Today, she is Chief
Evangelist for Envision (formerly Click2Coach), and her passion is to
educate the industry on the importance of workforce management, quality
monitoring, coaching, eLearning, performance management and analytics.
Ric Kosiba
Bay Bridge Decision Technologies
Ric Kosiba is one
of the founders of Bay Bridge Decision Technologies and serves as its
President. He leads the development of the company's simulation and
optimization technologies and is an expert in the field of call center
management and modeling, collections and call center strategy
optimization, and the optimization of large-scale operational processes.
He holds two contact center planning and analytic patents.
Before founding Bay
Bridge, Ric was Director of Management Science at Partners First and was
responsible for company-wide efforts, including collections and call
center analysis, predictive and prescriptive marketing and risk
modeling, and operations engineering. Before joining Partners First, Ric
was Vice President of Operations Research in First USA's Customer
Support Division. He was in charge of collections strategy modeling,
staff planning, budgeting, and call center process involvement.
Ric received a
Ph.D. in Operations Research and Engineering from Purdue University, an
M.S.C.E. and a B.S.C.E. from Purdue's School of Civil Engineering.
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Schedule
Information subject to change
(updated
04/15/2008)
|
7:30 a.m. to 8:00 a.m. |
Continental Breakfast
and Registration Desk Open |
|
8:00 a.m. to 10:15 a.m. |
"Contact Center
Leadership" session begins |
|
10:15 a.m. to 10:30 a.m. |
Stretch Break |
|
10:30 a.m. to 12:00
p.m. |
"Contact Center
Leadership" session continues |
|
12:00 p.m. to 1:00 p.m. |
Boxed Lunch and
Registration Desk Open |
|
1:00 p.m. to 2:15 p.m. |
"Strategic
Planning for Call Centers" session begins |
|
2:15 p.m. to 2:30 p.m. |
Stretch Break |
|
2:30 p.m. to 5:00 p.m. |
"Strategic
Planning for Call Centers" session continues |
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Registration Fees and Policies
Attend Both Sessions!
(Registration includes continental breakfast and
boxed lunch)
$289
for IARE Members
$389 for Non-members
Attend either morning
or afternoon session only
(Registration includes breakfast only if
registering for morning session or lunch only if registering for
afternoon session)
$149
for IARE Members
$249 for Non-members
Register on-site at the Westin Gaslamp
Quarter!
All employees of Call Center Members may register at the
discounted IARE Member rate.
Registrations are for one person only
and may not be split between two or more persons.
All fees must be paid in U.S. funds.
IARE will accept payment by Visa,
MasterCard, American Express, check drawn from a U.S. bank, or International Money Order.
Registrations received after
Friday,
March 28, 2008, will be charged an additional $30 per person.
Registration confirmations will be
sent via email to each registrant. If you do not have an email address,
your confirmation will be mailed.
All cancellations must be made in
writing to the IARE office, 7400 East Arapahoe Road, Suite 211, Centennial,
CO 80112 USA; fax (303) 694-4869;
iare@assnoffice.com.
Written requests for refunds received
on or before Friday, March 28, 2008, will receive a 50% refund. Fees are
non-refundable after March 28th.
Substitutions are encouraged in lieu
of cancellations. Please phone the IARE office at (303) 694-4728 to
change the name of your registrant(s).
There are no refunds for no shows.
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