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.

Click here to register!
 

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.  A solid plan reduces unexpected service failures and an accurate planning process allows management to make the explicit trade-offs between service and costs. Don't miss this dynamic session that will take your strategic planning to the next level!

Click here to register!
 

Opening Teambuilding Activity
Blue Jeans and Black Tie Rock-n-Roll Evening!
Henry's Pub
614 5th Avenue
San Diego

Join us for an evening of fun, entertainment, drinks and dinner just a short stroll from the hotel at Henry's Pub in the historic Gaslamp District of San Diego. 

Sponsored by ACS, Inc.  
 

Sponsored by Envision Telephony, Inc.
 

Sponsored by eStara
 

Lunch is sponsored by Parallax Technologies
 

Securing customer data is critical. Ensuring customer trust is a necessity. Learn what many agents and call center managers don't know about PCI Compliance and what's required. This presentation will outline the basics of PCI Compliance, introduce the PCI Knowledge Base and review the difference between CRM and PCI Compliance.
 

Sponsored by Language Learning Enterprises
 

Sponsored by Upstream Works Software Ltd.
 

Sponsored by APAC Customer Service
 

This discussion will include key areas of concern including handling abusive and problematic guests, best practices for handling guests who have an issue with being on a Do Not Rent list for a property, first call resolution, intervention fees, training on customer service skills, incentives for customer care employees and steps to ensure a great communication and efficient working relationship between the customer care department and the hotels.
 

Part II: Home Agent Case Study
Presented by Jack Biersdorfer
ACS, Inc.
Deerfield Beach, Florida
 

Many areas within the contact center have undergone change over the past 10 years and quality monitoring is certainly no exception. While terms such as "big brother", "check the box" and "catch me doing things wrong" were once associated with quality programs, I'm pleased to say that these are becoming descriptors of the past. Best practice indicates that there is a new quality program in town. One that is well thought out and aligned with business objectives and increases both employee and customer satisfaction. Come to this interactive best practice discussion where we will explore:  the evolution of quality and changes in monitoring, evaluating and coaching,  key elements needed in designing an effective evaluation form, clear definitions needed for consistent servicing, scoring and calibrating, the latest technology, and much more!
 

Sponsored by Mindshare Technologies
 

Fast, efficient, and money saving technology is important. Find out how one company added $9 million to their bottom line over 4 years by implementing a more effective agent performance process. Designing the program and training agents are key to make a call center work, but making the technology work for you is also vital. Discover how linking the call recording, workforce management system and the call center switch together helped a reservation company meet their goals. Consistacom's customers consistently report 1000% return on their investment when using these tools, so join us to discover how you can too.
 

In this session, you will gain invaluable insight as to how several contact centers have effectively harnessed the power of incentives and positive reinforcement to improve agent retention, KPIs, absenteeism, and morale.  Dr. Brooks will discuss how to identify measurable agent behaviors, the most effective methods of reinforcing agents for achieving their goals, the correct way to measure employee turnover, recent research about employee incentives and motivation and case studies from contact centers who have success in these areas.
 

Sponsored by Telvista