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2009 Agenda Highlights provided below.
Presentations for each session will be posted on this page as they are made
available to the ACCA. Click on the session below to access its
presentations slides and notes.
Tuesday, April 28th, 2009
Wednesday, April 29th, 2009
Tuesday, April 28th, 2009
| 7:00
am - 6:00 pm |
Registration Open |
| 8:00
am - 11:30 am |
Call Centre
Tours |
| 12:00
pm - 1:00 pm |
Call Centre Tours Lunch - Q
& A Panel
(Tour Participants Only) |
| 1:00
pm - 5:00 pm |
Tradeshow Set-up |
| 1:15
pm - 3:00 pm |
Workshop1: The
Changing Face of Contact Centres - Terry Pruner, Seneca College |
| 3:00
pm - 3:15 pm |
Break |
| 3:15
pm - 5:15 pm |
Workshop 2: Focused
Coaching - A Simple Solution for Crossing the Generational Divide - Fiona
Nicholson, SAIT |
| 5:30
pm - 7:00 pm |
Welcome Reception |
| 7:00
pm - 8:00 pm |
Dinner |
| 8:00
pm - 11:00 pm |
Viva Las Vegas |
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Wednesday, April 29th, 2009
| 7:00
am - 12:00 pm |
Registration Open |
| 7:30
am - 8:00 am |
Breakfast |
| 8:00
am - 3:15 pm |
Tradeshow Open |
| 8:00
am - 9:00 am |
Breakfast Keynote Presentation - Embracing Your Inner Bling! - Adele
Alfano, Diamonds Within Resources |
| 9:00
am - 9:15 am |
Break |
| 9:15
am - 10:15 am |
Session 1: Do More
with Less: Realities of Running a Contact Centre in Today's Economy -
Duncan Jackman, IBM |
| 9:15
am - 10:15 am |
Session 2: From Two
Days to Six Minutes - Success in a Cellular Call Centre - Steve Zanini,
Zanico Services Ltd. |
| 10:15
am - 10:45 am |
Coffee Break in the
Exhibitor Hall |
| 10:45
am - 11:45 am |
Session 3:
Communication Enabling Your Business Processes - Dean La Riviere, Cisco
Systems |
| 10:45
am - 11:45 am |
Session 4:
Revealing True Performance - Shawn Kerr, Neovia |
| 12:00
pm - 12:30 pm |
Lunch |
| 12:30
pm - 1:30 pm |
Panel: 60 Tips in 60 Minutes |
| 1:30
pm - 1:45 pm |
Break |
| 1:45
pm - 2:45 pm |
Session 5: Current
Events - Contact Centre Trends, The Economic Downturn and what you can do
to face the challenges ahead - Jason Cyr, TELUS Communications Ltd. |
| 1:45
pm - 2:45 pm |
Session 6: What
Happens When Your Phone Stops Ringing? - Michael Girard, Hosted
Communications Ltd.
|
| 2:45
pm - 3:15 pm |
Coffee Break in Exhibitor
Hall |
| 3:15
pm - 4:15 pm |
Session 7: How to
Find SIX Weeks You Didn't Know You'd Lost - Karen Turner, Turner
Efficiency Coaching |
| 3:15
pm - 4:15 pm |
Session 8: Caller
Experience - Before and After the Agent - Shekar Kadaba, Online Business
Systems |
| 3:15
pm |
Exhibitor Tear Down |
| 4:15
pm - 4:30 pm |
Break |
| 4:30
pm - 5:00 pm |
Closing Ceremonies -
Closing Remarks, Award Presentation, Raffle Draw |
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