11:30 a.m.        Registration Opens

12:00 p.m.        Session One

Introduction to Call Center Technology: A Beginner’s Guide to Understanding Call Center Technologies, presented by Author Penny Reynolds
This session will provide an overview of the many technologies used in the incoming call center to improve customer service and maximize efficiency of the center.  Three categories of technologies will be presented: First, the various call routing and delivery mechanisms for getting the call to the agent desktop will be presented. The second part of the workshop will focus on related call center technologies that benefit the organization as the center grows in size and complexity to manage performance. Finally, the third category of technology presented will be the wide array of CRM technologies to support the customer experience. The session will also include tips on procuring and implementing these technologies in the call center.
Seminar attendees will learn to:

Define the three basic functions of technology:  call delivery, performance management, and customer interaction.

Identify what alternatives are available for routing calls and contacts to the agent’s desktop.

Describe the technologies that are available to help manage the performance of the center and the staff.

Describe the latest in front-office and back-office CRM technologies.

Identify some inexpensive technologies that could benefit your call center immediately.

 2:30 p.m.   Refreshment Break

 2:45 p.m.   Session Two

SERVICE TO SALES – If you don’t ask they can’t say, “YES!”, presented by Linda Tangen
Are your call center representatives taking advantage of the opportunities presented to them to introduce your Members to the fine line of products you have to offer?  In this session we will explore the in’s, out’s and some of the how to’s of promoting products to your Members when they call your center.  Once your call center reps finish assisting the member with their requests, is it the right time to ask for more business?  In the majority of situations, the answer is yes.  Further training your employees to properly handle “service to sales” could result in having members sign up for additional services

 4:30 p.m.   Refreshment Break

 4:45 p.m.   Panel Discussion

 5:30 p.m.   Hospitality Reception

Dinner on your own