Platinum Sponsors
Delegate Kits
Session Sponsors
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Workshop & Session Info - Wednesday |
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Wednesday, May 14th, 2008
| 7:00
am - 10:00 am |
Registration Open |
| 7:00
am - 10:50 am |
Tradeshow |
| 7:30
am - 8:00 am |
Breakfast |
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8:00 am - 9:00 am |
Breakfast
Keynote Presentation |
Breakfast Keynote Presentation: Nerve to Serve: Say Hello to Humor
and Goodbye to Burnout
Presented by Jody Urquhart, I Do Inspire
Humor helps. The ability to laugh at life helps us deal with daily
disappointments and setbacks. Humor gives call center professionals the
nerve to serve in a complex and challenging environment. Join us as we
demonstrate how humor helps you stay in control and maintain balance and
perspective. |
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9:10 am - 10:10 am |
Session 5 & 6 |
Session 5: Business Improvement: Change
Control in a Call Centre
Presented by Bree Prowse, Star Choice
Business Improvement strategies in a contact centre are more important
now than ever before in our industry. Ensuring effective and efficient
operations in a competitive economy are crucial to ongoing success. What
are the inhibitors to process improvement? How can you set your business
up for success? Take advantage of techniques and strategies to drive
process improvements - providing you tools to navigate the sometimes
rough waters of change management!
Session 6: Linking Quality
Experience and Corporate Strategy for Maximum Results
Presented by Andrew Fennell, WestJet
- Understanding the importance of
dispersing corporate strategy throughout your organization.
- Learning how to design your quality
experience program around corporate strategy.
- Understanding the direct correlation
of quality to corporate strategy and how it impacts guest loyalty
measures.
- Designing additional quality based
programs to provide the tools, training and feedback necessary for your
people to be successful.
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10:10 am - 10:50 am |
Coffee Break in the Exhibit Hall |
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10:50 am |
Tradeshow Tear Down |
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10:50 am - 11:50 am |
Session 7 & 8 |
Session 7: Results Based
Coaching
Presented by Jayne Kowal, Customer Service Works
How can we use coaching to support employee retention, high performance
teams, individuals maximizing their strengths, succession planning, and
customer satisfaction? Join us in this interactive session where we will
explore and practice a C.O.A.C.H. model. Participants will leave with a
method and a toolkit to support coaching in the workplace.
Session 8: Setting Performance Expectations
- Building a Performance Based Culture
Presented by Karishma Arora, GE Money
Continuing to drive internal performance measures is at the heart of a
contact centre. Whether customer service, technical or billing based -
there are common threads throughout. It is one thing to set performance
targets, it is quite another thing to have people want to exceed them.
Karishma Arora will take participants step by step through the process of
building a performance based culture. If your performance has flat lined,
take advantage of this session to pick up helpful insight that you can
put into play. |
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11:50 am |
Closing
Ceremonies |
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Closing Ceremonies - Closing Remarks, Award Presentation, Raffle
Draw |
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