Platinum Sponsors
Delegate Kits
Session Sponsors
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Workshop & Session Info - Tuesday |
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Tuesday, May 13th, 2008
| 7:00
am - 6:00 pm |
Registration Open |
| 7:30
am - 8:00 am |
Breakfast |
| 8:00
am - 6:00 pm |
Tradeshow Open |
| 8:00
am |
Opening Remarks |
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8:00 am - 8:55 am |
Breakfast Keynote Presentation |
Breakfast Keynote
Presentation: Be the Leader They Stay For
Presented by Elaine Allison, Positive presentations Plus Inc.
Most people leave because of poor leadership. Are you the leader they
stay for? Learn how to bring staff toward your ideas, even if they
differ. Discover how to tell someone to "Knock it Off " nicely and why
women lead differently than men. |
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9:00 am - 10:30 am |
Vendor / Sponsor Spotlight in the
Exhibitor Hall |
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Vendor/Sponsor Spotlights are
being offered during the conference program. Tradeshow exhibitors will
get up close and personal with the delegates, in an informal,
theatre-style setting. Those delegates who do not attend a workshop or a
learning session can stop by one of our two Tradeshow Spotlight theatres
and get to know more about the exhibitors and the products and services
they offer to the call centre industry. Get the goods, straight from the
industry leaders! Free Admission. |
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9:05 am - 10:30 am |
Workshop 1 ($75) |
Workshop 1: Survival Course
for Managers
Presented by Carolyn Bennett, Partnerships Consultant for Employment
Standards
Are there days when you wonder, who is making the rules around here? What
are your rights as the boss?
You have the right to set the rules. As long as your rules comply with
legislation, you are perfectly within your rights to set the terms and
conditions of employment. Managing people is difficult, but it's much
easier if you have rules and you live by them. However, before terms and
conditions of employment can be set, you need to know your rights and
responsibilities under the law.
This is where the "Survival Course for Managers" comes in handy. This
seminar is an interactive session for front line managers and
supervisors. Carolyn Bennett will introduce you to the basics of the
Employment Standards Code and policy, as well as other information on
other related employment legislation. At the end of the session you will
have an information package and a clearer understanding of your rights
and obligations as a manager. This will give you and your employees a
common ground on which to build a better and more effective workplace. |
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9:15 am - 10:45 am |
Workshop 2 ($75) |
Workshop 2: The Next Generation - Managing
Multi-Generations
Presented by Elaine Allison, Positive Presentations Plus Inc.
Ever wonder why they have a minimum of three piercings? Ever wonder why
they want things done the way they've always done it? If you are confused
about the different viewpoints, methods of how work gets done and some of
the alienation that goes on in your environment, come to this "laugh out
loud" session to discover - no one is from outer space. Gain a new
perspective through understanding and communication. |
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10:30 am - 11:00 am |
Coffee Break in the Exhibitor Hall |
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11:00 am - 12:00 pm |
Session 1 & 2 |
Session 1: Best Practices - Best Practices
- Love the One You're With - How to Keep Your Agents Happy, Productive
and Fired Up
Presented by Conn Nicoll, TELUS Communications Inc.
Challenged by Agent turn over? Looking for ways to enrich the role of
your Agents and improve their performance? Join TELUS' Contact Centres
Solutions team to learn more about operations practices and new
technologies that can dramatically improve the loyalty and productivity
of your front line team.
Session 2: Experience Optimization: the Customer
and Agent Perspectives
Presented by Shekar Kadaba, Online Business Solutions
Customer Experience is a measure of the quality of the experience
resulting from an interaction with any touch point of a company. This
interaction has a direct impact on corporate financial performance,
profitability, competitive advantage and consumer brand loyalty.
Developing and Optimizing this experience across channels such as Agents,
IVR systems and corporate websites reinforces your organization's value
proposition, customer advantage and differentiates your business.
This presentation aims at empowering you by presenting the required
strategies and solutions that can facilitate the optimization of the
caller experience and agent performance. |
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12:00 pm - 1:00 pm |
Lunch and Keynote Presentation |
Applying Web 2.0 to Your Contact Centre - Orientating Future Trends
& Technology
Presented by Dean La Riviere, CISCO
Beneath all the hype about Web 2.0, a real communications revolution is
taking place. Regardless of your job function or industry, it can
potentially change the way you manage technology, relationships and
conduct business. Are you ready? |
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1:00 pm - 2:00 pm |
Networking Event |
Networking Event: Follow Me, I'm
Right Behind You... Teamwork Network Session
Presented by Jody Urquhart, I Do Inspire
One of the biggest challenges at times is
locating resources and individuals that have the answers/experience that
you're after. In this highly interactive session, with the help of many
fun and engaging team working exercises we will have the opportunity to
"connect" with those attending the conference. As a first time event at
our Conference this is definitely a session not to be missed. Is there a
specific topic you'd like to find out more about? This is the forum to
start the dialogue! |
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2:10 pm - 3:00 pm |
Session 3 & 4 |
Session 3: The 90 Day Retention Plan:
Retaining Your Greatest Asset, Your People
Presented by Justin Deveau, NETELLER
A contact centre environment is definitely unique and often presents
challenges that people new to the industry have difficulty dealing with.
Working closely in team environments, dealing with performance metrics
for the first time and stressful support calls often prove to be
overwhelming. So how does a business deal with attrition when the economy
in Alberta is thriving - and the "grass seems greener" outside the door?
Justin Deveau walks us through a 90 day plan aimed at retaining your
strongest performers, while providing heightened support and coping
skills for new hires.
Session 4: The Power of Words: Communicating in a
Contact Centre Environment
Presented by Michael Jones, ATCO I-Tek
Poorly chosen words can kill enthusiasm, impact self-esteem, lower
expectations and hold people back. Well chosen ones can motivate, offer
hope, create vision, impact thinking and alter results. Michael Jones
shares valuable insight into the power of words. Words create
impressions, images and expectations. They build psychological
connections. They influence how we think. Since thoughts determine
actions, there's a powerful connection between the words we use and the
results we get. If you want to be winning at working, learn to harness
your word power to work for, not against you. |
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3:00 pm - 3:15 pm |
Coffee Break in the Exhibit Hall |
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3:15 am - 4:45 am |
Workshop 1 ($75) Repeat - see above |
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3:15 am - 4:45 am |
Workshop 2 ($75) Repeat - see above |
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3:15 am - 4:45 am |
Vendor / Sponsor Spotlight in the
Exhibitor Hall - see description above |
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5:30 pm - 6:00 pm |
Happy Hour in the Exhibit Hall |
Happy Hour
Happy Hour offers you the opportunity to mingle and chat about featured
products and services in a relaxed atmosphere with your colleagues. A
cash bar will be offered. |
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6:00 pm - 8:00 pm |
Dinner / Entertainment |
Dinner /Entertainment
Join us for a fantastic night of food and wine, hosted by Metrovino and
The Calgary Wine Academy! Do you think you are the "Best In Class" when
it comes to wine tasting and sampling fine foods and wines? Hungry?
Thirsty? Get ready to enjoy an evening of fun and interactive
entertainment accompanied by wine education, tasting competitions,
fabulous food, raffle prizes and more! |
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