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A newsletter published by the
International
Association of Reservation Executives
Issue
26, March 2005
IARE
Presents a Lunch & Learn Audio-Conference -- "Workforce
Management: Best Practices"
How
well does your company manage your most important asset, your workforce?
In today's business environment, managing employees is a vital part of
a successful contact center.
Mark
Nelson, Manager, Forecasting/Scheduling/Field Support with the Hertz
Corporation, and Rebecca Wise,
Senior TotalView Sales Engineer with the IEX Corporation will
address issues such as: Forecasting
& Scheduling--Back to Basics; Schedule Adherence; Service Level
Analysis; Variable Scheduling and Hiring Plans.
This
Lunch and Learn Audio-Conference is designed so you can gather
key staff members and listen via speaker phone to the presentation.
The session will also feature live, interactive Q&A. The session
costs only $149 (per dial-in line) for IARE Member companies.
For
details and to register, please visit:
http://www.iare.com/audio_workforcemanagement.htm
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Will
You Be Attending the 2005 IARE Conference? Don't
Miss It!
The
Hilton Dallas Lincoln Centre, Dallas, Texas
IARE's 20th Annual Conference in Dallas, Texas already has over 60
registrants! Are you among them? Don't
miss this event; the premiere networking and learning event for
contact center executives. This year's Conference features diverse
programming for all levels of your staff. Some highlights of the
schedule include:
Opening
General Session:
Change
or Be Changed: It's Your Choice!, Presented
by: Doug D. Whittle, PhD, The Diagonal Group, LLC
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.
Conference
Workshop: Creating
a Staffing Strategy to Improve the Overall Customer Experience, Presented
by: Jim Thistle, Continental Airlines
Not
too many years ago all Continental contact center CSRs were in
mandatory overtime while abandonment rates exceeded 17 percent.
Turnover had 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.
Conference
Workshop: Diversity
-- The Journey From Awareness To Competency, Presented
by: Carmen Baker, Carlson Hospitality Worldwide
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.
Discussion
Group Breakout: Workforce Planning
Participants in
session will discuss ideas to:
Discussion
Group Breakout: Training & Development
Participants in
session will discuss ideas to:
-
Maximize
knowledge retention
-
Utilize
e-learning in the call center environment
-
Integrate
skill
certification programs
Discussion
Group Breakout: Customer Relations
Participants in session will discuss ideas to:
Discussion
Group Breakout: Agent Coaching/Monitoring
Participants in session will discuss ideas to:
Teambuilding
Activity: "The Art of Conversation"
Scavenger Hunt
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.
Call
Center Tours: Wyndham Hotels & Resorts Call
Center in Irving, TX and Hilton
Hotels Call Center in Carrollton, TX
Interested
in seeing how other call centers operate? Transportation will be
provided to visit two local call centers, then return you to the
Hilton Lincoln Centre by 1:30 p.m. on Wednesday, April 27th.
Conference
Registration Fees
-
$695 U.S. for first
registrant from an IARE Member company
-
$645 U.S. for each
additional registrant from IARE Member company
-
$1,095 U.S. for Non-Member
registrants
For more details regarding
the IARE 2005 Conference visit: http://www.iare.com/Conference/2005/conference.htm
Thank
you to our 2005 Conference Sponsors:
IEX,
a Tekelec Company
Speechworks
Voxify, Inc.
West Corporation
Willow CSN
Witness Systems
Aspect Communications
etalk
FurstPerson, Inc.
Interior Concepts
Signature Worldwide
The Next Level
Trammell Crow Company
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Recognize
Excellence: IARE Awards 2005
IARE
Award nominations are due by this Sunday, March 20, 2005!
The
IARE Excellence Awards are presented each year to those who have
exceeded expectations in the areas of job performance, team
development, customer service and even community service. Past award
winners have often been represented by the individual who always rises
to the occasion when needed, placing their personal time second to the
needs of the call center. These individuals are also the ones who work
quietly behind the scenes to ensure a successful operation and without
whom the enterprise would suffer.
Nominations
are submitted from IARE member call centers and nominees are judged by
the IARE Awards Committee on how they have exceeded expectations in
their role and performed in an extraordinary manner deserving of
recognition.
The
categories for the 2005 awards are:
Manager
Excellence Award...
for those who
manage a department or a function at a strategic level
Supervisor
Excellence Award...
for those who
have direct responsibility for a team of employees
Staff
Excellence Award...
for those
in an administrative or support role
Representative
Excellence Award...
for those who
deal directly with the customer in a sales or service capacity
IARE
Spirit Award... for
those who have served on an IARE Committee and displayed the highest
level of IARE support and spirit
What
does the winner in each category receive?
Award
recipients are offered a complimentary registration to attend the IARE
Annual Conference, an awards trophy and a prize check for $200.
The
process is easy.
. . Employees may be nominated for the IARE Excellence Award by
completing the on-line nomination form - http://www.iare.com/awards/awardsnom.html.
A center may submit no more than one nomination within each category.
The nominations will be judged by members of the IARE's Awards
Committee.
Don't
miss this opportunity to reward those who have worked so hard for your
organization. Nominate Today!
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IARE
Needs You!
Get
involved in an IARE Committee. For more information, contact IARE
of the Committee Chair directly.
Awards
Chairs: Penny Horan phoran@carlson.com
Yolanda
Lowe yolanda.lowe@innlink.com
Communications
& Technology
Chair: Ronda Trog ronda.trog@bestwestern.com
Conference
Chair: Denise Pullen dpullen@omaropo.hyatt.com
Membership
Chair: Tricia Wisehart pwisehart@hertz.com
Regional/International Meetings
Chairs: Michele Rowan mrowan@hiltonres.com
David
Townsend dtownsend@carlson.com
Sign up on-line:
http://www.iare.com/committees.htm
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Members
Only
On-line
Bulletin Board
Would you like to get
your fellow members’ opinions on a new software product or
training program? Are
you using the IARE Member Bulletin Board?
See
new postings on the IARE On-line Bulletin Board
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About
IARE-News
The IARE-News is a quarterly publication
distributed electronically to provide ongoing communication and
information for IARE Members.
The IARE’s Communications & Technology Committee produces
IARE E-News.
Articles
may be submitted via email to iare@assnoffice.com
and are subject to acceptance and editing by the Communications and
Technology Committee.
Archives:
E-News:
December, 2005
E-News: June,
2004
E-News: March,
2004
E-News: November,
2003
E-News: July,
2003
E-News: March, 2003
E-News: December,
2002
E-News: October,
2002
E-News: July, 2002
E-News: March, 2002
E-News: December,
2001
E-News: September,
2001
E-News: June,
2001
E-News: April, 2001
E-News:
February, 2001
E-News, December 2000
IARE ...
The Travel Call Center People
Connecting people in every corner of the world
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East Arapahoe Court #2100
Centennial, Colorado 80112-1361 U.S.A.
Phone 303-694-4728
Fax 303-694-4869
iare@assnoffice.com
©
2005 -- International Association of Reservation
Executives -- All rights reserved.
Last edit 03/15/05
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