| Call Center to Contact
Centers - the new age! As call centers move toward the one stop
contact for our members, we move into a world of telecommuting
agents and online banking with live chat features and more.
This year hear Larry Johnson’s keynote “Destroy the Status-Quo -
How to lead change in a changing world” and Ann Gray as she
delves into “Managing Virtual Employees.”
It is clear that your
agents contribute to the bottom line and Tracy Blakely will help
you with your “Strategic Planning for the Call Center Executive:
Training the Critical Ingredient” and about “Turning your
Service Call Center into a Profit Center” with Linda Cardenas
and Jim Vitali. All of this requires hiring the right people
and Larry Johnson will share tools for “Interviewing, selecting,
and retaining good people”. Ann Gray will bring you
“Cultivating Employee Engagement” and Linda Tangen
will provide “Service to Sales”. Next,
you need to measure your success. Learn how Metrics Matter
as Darryl Flores presents unique and innovative metrics that can
be implemented in your call center.
The lending arena is
seeing change as well, hear about “Lending in your Call Center –
How it makes a difference in a sub prime economy”. As
credit unions take their call centers to the next level they
need to be prepared should disaster strike. One of today’s hot
topics is disaster recovery and Kirk Drake will share “Disaster
Recovery to Business Continuity!”
As
certifications make a presence in the call center arena we are
bringing you the person who wrote the book, literally! Come and
hear author Penny Reynold’s “Introduction to Call Center
Technology: A Beginner’s Guide to Understanding Call Center
Technologies”. This session is part of
a series of certification courses!
Beginning in 2009 look forward to quarterly webinar
opportunities to keep you informed about industry hot topics.
So don’t miss out! Come and network
with your peers and learn about their best practices at our
networking breakfasts, lunch, and hospitality room. Attend the
Vendor Demo Dinner and plan to discuss “hot topics” with call
centers in your asset size at our roundtable sessions. This
year’s conference is filled with opportunity and promises to be
exciting!
We look
forward to seeing you at the Monte Carlo Resort and Casino
located on the famous Las Vegas Strip! October is one of the
nicest months to visit Las Vegas so come prepared for mild to
warm weather during the day and cooler evenings. Be sure to
bring a sweater or jacket for unexpected weather patterns.
Business casual is the attire for this conference, but always
be prepared for temperature fluctuations in the meeting rooms.
Take advantage of the early bird registration fee (see
registration form for details) and sign up today!
Attendees should include: CEO, VP of Call Center, VP of
Operations, Call Center Managers and Call Center Representatives
from all departments.
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