your 5-day exploratory event experience that unites the ...lee cockerell former executive vice...

Charting the Next Generation Customer Service Experience. Playing to Win.

FULL DAY FIELD TRIP: SeaWorld Contact Center Site Tour & Like-Minded Peers Park Adventure

NEW: Walgreens Contact Center Site Tour: Limited to 40 attendees! Secure your spot now

January 26-30, 2015 Omni Orlando Resort at ChampionsGate Orlando, FL

10th Annual

The one and only customer care event that…Synthesizes emerging trends, customer needs, disruptive technologies and business imperatives into a clear vision for advancing service excellence for commercial success.

www.thefuturecontactcentersummit.com #TFCCS @CallCenter_IQ

CELEBRATING A DECADE OF FORWARD-THINKING STRATEGIES

Ingrid Lindberg Chief Customer Experience Officer Prime Therapeutics

Fernando Flores Vice President, Consumer Sales Universal Parks and Resorts Vacations

Andy Yasutake Head of Global Technology Solutions and Operations LinkedIn

David Bradshaw Vice President, Client Business Support, Tangerine Bank, formerly ING Direct Canada

Ira Williams Vice President, Retail Banking Allegacy Federal Credit Union

Mark Scarborough SVP of Customer Service and Engagement Discover Financial Services

Kevin Thompson Vice President Customer Experience and Development Barneys New York

Tim Leberecht Chief Marketing Officer NBBJ (Renowned Architecture Firm) & Author of The Business Romantic

Your 5-Day Exploratory Event Experience That Unites The Best Minds In The Industry.

Heather Teskey Chief Marketing Officer Hallmark Business Connections

Lee Cockerell Former Executive Vice President of Operations, Walt Disney World® Resort

The Customer Experience Trailblazer

The Business Growth Achiever

The Technology Visionary

The Culture Changer

The Master Storyteller

The Living Legend

The Disruptive Visionary

The Customer Intelligence Strategist

The Change-Maker

The Next Generation Leader

www.thefuturecontactcentersummit.com #TFCCS @CallCenter_IQ 2

Connecting The Best Minds In Customer Service Is What We Do.

Future success is determined by what you do today.

There is a TRANSFORMATION MOVEMENT taking place in the contact center industry. In 2014 alone, over 2,300 of your customer service, customer experience, marketing and operational colleagues attended one of our Call Center IQ conferences. We carefully craft each event to bring a unique focus to the industry. It was the Future Contact Center Summit this past January in Orlando that saw a larger attendance in its event history reflecting the massive passion, hunger and groundswell to drive change.

It’s not surprising…one of the greatest challenges we hear from you is “how do I balance efficiency, performance and costs while investing in the right technology and infrastructure required to success in today and tomorrow’s omni-channel environment?”

You know status quo is not an option and you’re being asked to act on customer intelligence, innovate, deliver customer experience ROI and measure results.

Conferences are not all created equally.

The industry spoke last year when they attended in droves seeking tips, tricks and tools to carefully transform and deliver the next generation customer service experience. The Future Contact Center Summit requires you to put lessons into practice real-time through simulations, problem-solving brainstorming and collaborative learning sessions.

In today’s age, there’s little room for era. That’s why an event like this is so important to supporting your business and career goals.

Some events are designed to specifically match vendors to purchasing end-users.

are crafted and led by the solution-provider community

are engineered to support consulting businesses.

The Future Contact Center Summit Is… 100% unbiased, crafted by an independent event producer

with the generous feedback of our end-user advisory board

Is 70% led by corporate practitioners, more than twice that of any other event

Offers a small portion of visionary keynote perspectives to open your mind to new possibilities

Is the only event to offer “Professional Development” opportunities, so you can grow as a professional

It will be determined by your ability to meet customer expectations better and faster than competitors. Register today for the one customer care event that synthesizes emerging trends, customer needs, disruptive technologies and business imperatives into a clear vision for advancing service excellence.

I look forward to seeing you and gaining the tools and insight needed to chart the next generation of customer experience excellence.

Sincerely,

Lisa SchulmanExecutive Producer, Call Center Events North America Call Center IQ, a division of IQPC

Amanda Powers Divisional Director, Customer Management Portfolio Call Center IQ, a division of IQPC

Navigate The Program

Find Your Way

Speaker List.......................................................... page 5

Group Benefits & Discounts .............................. page 6

Agenda at a Glance ......................................... page 7

Session descriptions ..........................................page 11

Sponsors & Supporters ..................................... page 25

Registration & Venue Info ............................... page 28

PROPEL your business…The core of this event is peer-to-peer sharing presented through business case studies, a series of short stories of progress, discussion labs and keynote sessions – that allow you to learn from those in the trenches dealing with the same challenges as you but managing to navigate complexity successfully. It’s the power of live events where lessons, tips, tricks and back stories are shared – the type of information you can’t get online. These are the golden nuggets that enable you to avoid mistakes, mishaps and going off course.

ADVANCE your personal skill set…What is being required of you as a business leader has no question evolved since your last formal training. For many this was at the university level. For the first time we present a Personal Development track to advance YOUR skills to be a better career professional and leader. Some of the topics covered include presenting data in a compelling and simplistic manner, building a case study and mastering the art of story-telling.

BENCHMARK with field tripsField trips promote adventure learning while benchmarking by exploring how others deliver their customer service experience and operationalize their contact center. Don’t miss out on the SeaWorld day complete with both.

DISCOVER new solutions…The only thing that rivals our content is our Expo Hall. Technology is changing at a rapid pace and we know you need to evaluate carefully the best investments for your business. We scour the world to uncover the most innovative solution providers and vendors in customer service experience design and execution. The Expo Hall offers a playground to touch, learn and see this technology.

Selects only the most cutting-edge solution providers to take the stage

Has a strict content review board to ensure no selling from the podium

Presents interactive discussions, experiential formats such as field trips and workshops

Provides skills training so you walk away with new competencies to be a better leader

#TFCCS

@CallCenter_IQ


We’re In The Midst Of A Paradigm Shift…

The Future of Customer Service is AMAZING, RELEVANT, MEANINGFUL & CUSTOMIZED.

Do I have to choose between reducing costs and driving revenue?

Customer service is the new marketing. Marketing is the new customer service.

…And Now Customers will pay MORE for a brand they’re happy with?

CEOs have never been more interested in the customer experience.

What is the impact of mobility, BYOD and anytime, anywhere access?

Is it about being in all channels or channels by issue?

Metrics can’t be discussed in isolation.

Too many technology options…How do I choose & prioritize investment?

Customers want personalization.

Change is inevitable, but future success must be intentional.

We’re in a world where customer intelligence is real-time and accessible. Now what?

This event is the answer to

your questions.

Translate trends into a strategic

business plan.

Why Attend?

SYNTHESIZES EMERGING TRENDScustomer needs, disruptive technologies and business imperatives into a clear vision for advancing service excellence for commercial success.

85+ INDUSTRY LEADERS sharing best practices for transforming

THE PLACE WHERE LEADERS UNITE52%+ attendees director level and above,

STRENGTHEN YOUR COMPETITIVE ADVANTAGE by optimizing your customer service experience

60+ OF THE LATEST TECHNOLOGICAL INNOVATIONS and solution providers under one roof

Immerse yourself with

500+ (EXPECTED) LIKE-MINDED PEERS to discuss complexity of the future

AN ACTION-ORIENTED EXPERIENCE unlike anything you’ve ever seen

THE MOST PEER-TO-PEER FOCUSED EVENT in the industry, not practitioner-to-vendor

Who Attends?

Senior Executives From Almost Every Industry 10% C-Level

42% VP/Director

26% Manager

21% Other

Others includes analysts, supervisors, coordinators and team leaders.

20% Financial Services/ Banking

19% Healthcare/ Insurance

15% Retail

13% Manufacturing

9% Hospitality

8% Transportation

8% Public Sector/ Utilities

7% Other


New For 2015:

5 Day Event – bigger, better and more content than ever before

Innovation Immersion for Executive Leadership Day – executive issues in a closed door format

Customer Experience Mapping Master Class

Almost twice as many speakers - attend as a team to get the most value

Customer Care Progress Recognition – celebrating those who’ve moved the needle

Evolution Stimulus Discussion Groups – focused problem-solving sessions by vertical, function

New Venue – Escape the hustle and bustle of park traffic at this secluded yet conveniently located luxury golf resort

About Call Center IQ, a division of IQPC

About IQPC

Call Center IQ (callcenter-iq.com) is the largest, most trusted global community of customer care, customer experience and customer-centric operations professionals with over 75,000 members worldwide. Call Center IQ focuses on advancing the industry by developing its members through a breadth of training, content, tools and networking opportunities. By becoming a member, you get complimentary access to exclusive interviews, industry reports, quarterly research reports, webinars, white papers, online events and more. To join for free, visit www.callcenter-iq.com.

IQPC, Ltd. is one of the world’s largest global information companies, dedicated to providing interactive forums for exchange of information and sharing of new ideas and business solutions for millions of organizations worldwide. Founded in 1973, our mission has always been to deliver the highest possible quality of conferences to each market sector and geographical area we serve. We also run a number of online communities, including Call Center, which provide access to online information, training, and networking in key sectors we operate.


Steve Chambers Sr. Director of Operations – Patient Service Center Sutter Physician Services

Heather Teskey Chief Marketing Officer Hallmark Business Solutions

John Ohanian CEO 211 San Diego

Ron Walker Site Director Walgreens

Ira Williams Vice President Retail Banking Allegacy Federal Credit Union

Fernando Flores Vice President Universal Orlando Resorts

David Bradshaw Vice President Client Business Support Tangerine Bank, formerly ING Direct Canada

Rhonda Basler Director, Customer Engagement Hallmark Business Connections

Ann Gustin Customer Service Manager The Boston Globe

Blair McHaney Gold’s Gym Hall of Famer, Former President of Gold’s Gym Franchise Association Gold’s Gym

Mark Edelman Vice President, Member Services 1st United Services Credit Union

Richard Martin Head of Information, Security & Compliance Texas State Technical College

Dave Thrailkill Senior Workforce Management Director Citicorp Credit Services

Tom Thomas Head of Online Strategy & Analytics Ford

Josh Sexton Customer Care Operations Liberty Utilities

Jim Kowalczyk Ecommerce Operations – Customer Contacts Carter’s/OshKosh B’gosh

Zeya Ottomone Six Sigma Master Blackbelt ABB Inc.

Meet the Speakers: A diverse group of master storytellers, change-agents and achievers.

Keynote speakers

SVP of Customer Service and Engagement Discover Financial Services

Chief Marketing Officer NBBJ (Renowned Architecture Firm) & Author of The Business Romantic

Next Generation Catalyst

Mark Scarborough

Tim Leberecht

Ryan Jenkins

Chief Customer Experience Officer Prime Therapeutics

Former Executive Vice President of Operations Walt Disney World® Resort

Head of Global Technology Solutions and Operations LinkedIn

Ingrid Lindberg

Lee Cockerell

Andy Yasutake

Innovation Immersion Experience Leaders

William J. Greenwald Founder and Chief Neuroleaderologist Windsor Leadership Group, LLC


Steve Riddell Chief Sales Officer Blinds.com (Recently Acquired by Home Depot)

Steven Blessing SVP Capital One Bank

Janita M. Clausell SVP/Chief Member Experience Officer ORNL Federal Credit Union

Kevin Thompson Vice President, Customer Experience and Development Barneys New York

Susan Kressel Customer Experience Leader World Travel Holdings

Cindy Miller Global Leader of Customer Service Quick International Courier

Lisa Bullen-Austin Director, 2-1-1 Strategy Enhancement & Disaster Recovery United Way Worldwide

Melissa Moffett Vice President, Customer Service Machias Savings

Rusty Harman Corporate Director of Call Center and Marketing SeaWorld Parks and Entertainment

Colleen Mullens SVP of Customer Care Asurion

Lee Hasson Director of Business Intelligence Open English


Terry Redding Vice President, Product Development CFI Group Inc.

Lee Hasson Director of Business Intelligence at Open English

Stuart Walters Senior Principal Business Consultant, Americas Genesys

Jason Alley Senior Director of Solutions Marketing Interactive Intelligence

Mike Burke VP of Sales & Development IQ Services

Marilyn Saulnier Director, Global Contact Center Consulting Contact Center Solutions Consulting Interactive Intelligence

Anne Pacifico Vice President of Sales and Marketing Castel Communications

Steven Blessing Senior Vice President Capital One Bank

Cindy Miller Global Director of Customer Service Quick International Courier

Christopher Mulligan CEO TalentKeepers

Matt Wilbanks CEO, Co-Founder HelpSocial, Inc.

Greg Belkin Director of Global Product Marketing Strategy Lionsbridge

John Franco Executive Vice President of Sales and Marketing PrimeConnections Contact Solutions


Joe Jacoboni Founder and CEO PrimeConnections Contact Solutions

Geoffrey Toffetti President Frontline Performance Group

Rich Brecht Executive Leader, Contact Center & Retail Operations Motorcycle Superstore and J&P Cycles

Fernando Flores Vice President, Consumer Sales Universal Parks & Resorts Vacations

Thought-Leaders

2015 Advisory Board: An event created by you and for you

Dave Gregory Director Management Training Performance Enhancement Group West Business Solutions

Jennifer Waite Product Marketing Manager inContact

John Wolf Chief Marketing Officer Intradiem

Russ Zilles CEO IQ Services

Kai Petzelt Senior Director Product Marketing SAP

Dan Fox Marketing Manager Interactions Corp

Chris Wintermeyer Chief Advocate Domo

David LaBatt Vice President, Sales USA 800

Terry Lang Vice President, Retail Customer Contact Center, National Operations Leader Comerica Bank

For The Best ROI, Attend As A TeamThis is a perfect opportunity for marketing, customer care, HR and all customer facing executives to break down the functional silos, get on the same page and collaborate for future service excellence. Be sure to bring your cross-functional business partners in addition to your entire customer service management team. Maximize the learning impact and accelerate your journey to future customer experience excellence. This is a multi-tracked event. We encourage you to split up and attend multiple tracks to gain the most benefit from our top notch speakers.

Save time and align the minds. By attending the event together, you will get on the same page and move into implementation action once you return to the office.

Benchmark together – Find out how you measure up to organizations – as a team

Group bonding – Spend time together, sharing ideas and creating a shared understanding – which is critical for future customer service excellence

Email [email protected] to register your group.

We will be offering special “perks” on-site for groups of 3 or more

· 3-4: 15% off

· 5-6: 20% off

THE MORE YOU REGISTER, THE MORE YOU SAVE

Meet the Speakers: A diverse group of master storytellers, change-agents and achievers.

I

· 7-9: 30% off

· 10+ 40% off

7www.thefuturecontactcentersummit.com #TFCCS @CallCenter_IQ

Agenda At A Glance

8:30am Registration for SeaWorld Site Tour

9:00am - FULL DAY FIELD TRIP: SeaWorld Contact Center Site Tour & Like-Minded Peers Park Adventure

Site tour leader: Rusty Harman, Corporate Director, Orlando Contact Centers, SeaWorld

By purchasing this option, you will receive a half day pass to the park which is valid through park closing and lunch is provided.

12:30pm Registration for Walgreens Site Tour

1:00pm - Walgreens Contact Center Site Tour

Site tour leader: Ron Walker, Site Director, Walgreens 5:00pm 5:00pm

7:00am Registration & Light Breakfast – pick up your badge!

8:00am Customer Experience Mapping Master Class: Reengineering Your Customer Experience to Drive Value to Your Business and the Always On, Multi-Channel Customer

Bruce Belfiore, CEO, BenchmarkPortal

12:00pm Networking Luncheon

1:00pm Progression Excellence Chairman Remarks

These executives will explain how they put vision into practice to evolve their contact centers into the future.

1:20pm A Story of Progress: Evolving What You Measure

Josh Sexton, Customer Care Operations, Liberty Utilities - Central

1:40pm A Story of Progress: How a Small Contact Center Embraced Social Customer Care

Melissa Moffett, Vice President, Customer Service, Machias Savings

2:00pm A Story of Progress: Creating a Culture Inspiring Excellence

Steve Chambers, Sr. Director of Operations – Patient Service Center, Sutter Physician Services

2:20pm Networking Break

CUSTOMER CARE PROGRESSION EXCELLENCE RECOGNITION: Quick fire 20 minute end-user presentations followed by Q&A from the audience

STORIES OF PROGRESS – Celebrating Progress and Milestones

Monday, January 26, 2015 Interactive Contact Center Site Tours

Tuesday, January 27, 2015 CX Mapping Masterclass & The Evolution Experience©

BY FUNCTION

2:50pm HR & IT SHARED SERVICES MARKETINGCUSTOMER CARE

CUSTOMER EXPERIENCE

BY VERTICAL

3:30pm FINANCIAL SERVICES & INSURANCEPRODUCT-FOCUSED (CPG, Luxury Goods, Electronics, Retail)

BUSINESS SERVICESCONSUMER SERVICES (Telecom, Hospitality, Utilities)

BY CONTACT CENTER SIZE

4:10pm AGENT STAFF UNDER 50 AGENT STAFF 51-199 AGENT STAFF 200+HOME-BASED AGENT MODEL & OUTSOURCING

SOME OF OUR EVOLUTION STIMULUS GROUP DISCUSSION PARTICIPANTS INCLUDE:

4:50pm END OF DAY KEYNOTE: Creating a High Performance Culture

Bruce Hodes, Author of Front Line Heroes: How to Battle the Business Tsunami by Developing Performance Oriented Cultures

5:35pm Chairman Closing Remarks

SELECT YOUR EVOLUTION STIMULUS DISCUSSION GROUP

LIMITED TO 40 ATTENDEES!

Steve Chambers, Sr. Director of Operations – Patient Service Center, Sutter Physician Services

Jim Kowalczyk, Ecommerce Operations – Customer Contacts,Carter’s/OshKosh B’gosh

Mark Edelman, VP Member Services, 1st Union Services Credit Union


8:00am WORKSHOP D: Four Ways Next-gen Cloud Communications Improve the Customer Experience

Jason Alley, Senior Director of Solutions Marketing, Interactive Intelligence Marilyn Saulnier, Director, Global Contact Center Consulting Contact Center Solutions Consulting, Interactive Intelligence

WORKSHOP E: The Impact of Belief on the Customer Experience

Geoffrey Toffetti, President, Frontline Performance Group

WORKSHOP F: Reinventing your Organization with Digital Customer Engagement

Dave Gregory, Director Management Training, Performance Enhancement Group, West Business Solutions

11:00am Registration for Workshops G, H, I (Boxed Lunches to Be Provided to Workshop Participants)

11:15am WORKSHOP G: Financial Linkage – Employing Linkage Models to Drive ROI

Terry Redding, VP Product Development, CFI Group

WORKSHOP H: Strategies for Outperforming Competitors Globally

Greg Belkin, Director of Global Product Marketing Strategy Lionsbridge

WORKSHOP I: Agent Engagement & Retention Strategies to Sustain Enhanced Long-Term Performance

Christopher Mulligan, CEO, TalentKeepers

2:15pm Registration for Workshops J, K, L

7:00am Registration & Light Breakfast

Agenda At A Glance Continued

Wednesday, January 28, 2015 Workshops And Innovation Immersion Workshops sell out fast. Register early to secure your spot and preferred workshop choices.

This Is an exclusive event for VP level and above end-users and limited to 30 attendees. If you are VP and above from a Fortune 1000 companies, you will receive a complimentary upgrade to include this day with your conference package. First come, first serve basis.

Speakers include:



Steve Riddell Chief Sales Officer Blinds.com (Recently Acquired by Home Depot)

Steven Blessing SVP Capital One Bank


9:00am- INNOVATION IMMERSION FOR EXECUTIVE LEADERSHIP

-4:30pm EXCLUSIVELY FOR EXECUTIVE LEADERSHIP ATTENDEES, VICE PRESIDENT OR HIGHER FROM THE END-USER SIDE.

8:30am Registration for INNOVATION IMMERSION FOR EXECUTIVE LEADERSHIP

Thursday, January 29, 2015 Main Conference

7:00am Registration & Continental Breakfast

8:00am Call Center IQ Opening

8:30am Chairman’s Opening Remarks Joseph J. Jacoboni, President/CEO, PrimeConnections

8:45am KEYNOTE: Disrupting the Customer Journey – Blurring the Lines between Marketing, Service and Sales in a Members First World Andy Yasutake, Head of Global Technology Solutions and Operations, LinkedIn

9:30am KEYNOTE: You Can Create Disney Magic Too! Lee Cockerell, Former Executive Vice President of Operations, Walt Disney World® Resort

10:30am Networking Break in the Expo Hall

11:30am KEYNOTE: Harnessing the Power of Customer Experiences to Drive Growth & Profitability Ingrid Lindberg, Chief Customer Experience Officer, Prime Therapeutics


2:30pm WORKSHOP J: Customer Insight and your Brand - How They Need to Work Together

Mike Burke, VP Sales and Development, IQ Services

WORKSHOP K: 3 Secrets to Customer Experiences that Don’t Suck

CorvisaCloud

WORKSHOP L: Winning Culture – Driving and Executing against Strategic Priorities

David Bradshaw, Vice President, Client Business Support, Tangerine Bank, formerly ING Direct Canada


1:15pmAchieving the extraordinary in customer experience through conversational speech technology Colleen Mullens, SVP of Customer Care, Asurion Dan Fox, Marketing Manager, Interactions Corporation

TRACK A: Change Leadership Track A Chairmen

Joseph J. Jacoboni, President, CEO, PrimeConnections

John Franco, Executive Vice President of Sales and Marketing

TRACK B: Transition to Omni-Channel

TRACK C: Disruptive TechnologiesTRACK D: Customer Intelligence

in Action

2:00pm Interactive Storytelling Employee Enrichment:

Heather Teskey, Chief Marketing Officer and Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections

The Super Agent: The Face of Future Multichannel Interactions

Five 9 and Lee Hasson, Director of Business Intelligence at Open English

QM Driven Coaching: Driving behavior to achieve the outcome you are seeking

Lisa Bullen-Austin, Director, 2-1-1 Strategy Enhancement and Disaster Recovery, United Way Worldwide

Jennifer Waite, Product Marketing Manager, inContact

Listening and Acting on Customer Intelligence for Future Business and Service Impact

Kevin Thompson, VP Customer Experience and Development, Barneys New York

2:35pm 5 minute transition

2:40pm Networking Break in the Expo Hall

3:25pm Don’t Become a Statistic - Strategize and Plan for Future Contact Center Growth

Fernando Flores, VP, Consumer Sales, Universal Parks and Resorts Vacations Geoffrey Toffetti, President, Frontline Performance Group

Contact Center Workforce Optimization – Unlocking Agent Productivity & Performance

Dave Thrailkill, Senior Workforce Management Director, Citicorp Credit Services

John Wolf, Chief Marketing Officer, Intradiem

Future Trends: WebRTC in the Contact Center Russ Zilles, CEO, IQ Services

Flawless Customer Experience Execution – Lessons Learned from a Mission Critical Operation

Cindy Miller, Global Leader Customer Service, The Quick International Group of Companies



4:05pm Holistic Brand Experience - Enhancing Communication and Brand Experience

Neil Taylor, CEO, TheWriter.com

The Customer Journey, in Their Eyes – Leveraging Digital Channels, Big Data and the Cloud

Stuart Walters, Principal Business Consultant, Americas, Genesys

Building a Big Data Platform - Gaining a Holistic View of the Digital Customer

Tom Thomas, Head of Online Strategy & Analytics, Ford

Professional Development: The Art & Practice of Storytelling

Heather Teskey, Chief Marketing Officer and

Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections


4:45pm Meeting the Needs of an Increasingly Diversified Workforce and Customer Base Mark Scarborough, SVP of Customer Service and Engagement, Discover Financial Services

5:25pm KEYNOTE: Evolving Your Leadership Style to Drive Next Generation Catalysts

Ryan Jenkins, Next Generation Catalyst

6:05pm End of Main Conference Day One. Join us for the Mixology, Mix & Mingle Cocktail Reception

Track Sessions Begin (sessions will be 35 minutes in length with 5 minutes in between for transition)



8:30am Chairman’s Opening Remarks

Joe Jacoboni Founder and CEO PrimeConnections Contact Solutions

8:45am KEYNOTE PANEL: Customer Service Innovation: An Ingenuity Think-Tank Experience

C-Suite Tank Panelists: John Ohanian, CEO, 211 San Diego Ira Williams, Vice President Retail Banking, Allegacy Federal Credit Union

9:45am Deep Dive Roundtable Discussions More roundtable topics to come! 1. Continuous Workforce Optimization: A Holistic Approach to the Way Work is

Delivered and How it is Handled across your Team Stuart Walters, Principal Business Consultant, America Genesys

2. Improved Quality Assurance and Customer Engagement with LIVE Voice Analytics Anne Pacifico, VP Sales and Marketing, Castel Communications

3. Clever Ways To Deliver Effortless Customer Service Kai Petzelt, Senior Director Product Marketing, SAP

4. Revolutionalizing your Customer Experience Over Social Media

Paul Johns, Chief Marketing Officer, Conversocial

5. Why smart companies centralize feedback in CRM Oliver Taylor, Director of Customer Success, Clicktools

6. Call Center Data: You’re Not Getting What You Paid For Chris Wintermeyer, Chief Advocate, Domo


11:15am 5 minute transition


Friday, January 30, 2015 Main Conference

TRACK A: Talent Management Joseph J. Jacoboni, President,

CEO, PrimeConnections John Franco, Executive Vice President

of Sales and Marketing

TRACK B: Metrics & Measurement TRACK C: Flawless Execution TRACK D: Social & Mobile Customer Care

11:20am Hiring the “Right” Talent to Deliver on Evolving Customer Needs

Susan Kressel, Customer Experience Leader, World Travel Holdings

Keeping your Eye on Metrics across Channels –and Understanding why They Vary

Jim Kowalczyk, Ecommerce Operations – Customer Contacts, Carter’s/OshKosh B’gosh

Flawless Customer Experience Execution – Lessons Learned from a Mission Critical Operation

Richard Martin, Head of Information Security and Compliance, Texas State Technical College

Client Case Study Contact Center Workforce Optimization


and client


1:20pm Building a Culture of Meaning and Innovation

John Ohanian, CEO, 211 San Diego

Track B closed - please attend Track A, C or D Maintaining and Growing Seamless Customer Experience in a Large Global ConglomerateZeya Ottomone, Six Sigma Master Blackbelt, ABB Inc

Breakthrough Mobile Engagement for Next Generation Success

Ann Gustin, Customer Service Leader, The Boston Globe


2:00pm Final Networking Refreshment Break in the Expo Hall


2:40pm Tim Leberecht, Author The Business Romantic - Give Everything, Quantify Nothing, and Create Something Greater than Yourself Also Chief Marketing Officer NBBJ - Global Design and Architecture firm named by One of World’s 10 Most Innovative Architecture Companies by Fast Company

3:40pm End of The Future Contact Center Summit 2015. See you at the 16th Call Center Week June 15-19, 2015 at The Mirage, Las Vegas



8:30am Registration for SeaWorld Site Tour

9:00am - FULL DAY FIELD TRIP - SeaWorld Parks & Entertainment® Contact Center Tour & Like Minded Peers Park Adventure

Rusty Harman Corporate Director, Orlando Contact Center SeaWorld Parks & Entertainment® Joined by members of the leadership team

Don’t miss this full day event visiting the contact center of SeaWorld Parks & Entertainment® followed by a group outing to the SeaWorld Park hosted by their contact center leaders. This event is the perfect marriage between contact center excellence and actually delivering on the customer experience. SeaWorld Parks & Entertainment® inspires millions, through the power of entertainment, to celebrate, connect with and care for the natural world. One of the most respected companies in the themed entertainment sector, the Company has a five-decade legacy of creating innovative entertainment experiences that blend imagination with nature. We will be visiting their Orlando based contact center which has a staff of 165 and handles 1.5 million calls yearly. The contact center takes calls for 10 of 12 U.S. theme parks including Busch Gardens, SeaWorld, Discovery Cove, Sesame Place, Aquatica, Water Country USA and Adventure Island with 23 million people visiting the parks annually. In our contact center tour we will see “culture in action” and hear about staff development, technology, leadership and customer centricity.

Immediately following the contact center tour, members of the contact center leadership team will then join us on a group outing to SeaWorld. IQPC will break the group up into small, medium and large contact centers for benchmarking with like-minded peers. The SeaWorld leadership team will highlight how the customer experience in the contact center translates into the on-site park experience. We will have the opportunity to visit the shows, attractions and gift shops, and our adventurous attendees can ride the 3 roller coasters. We may even have the opportunity to chat directly with park goers to hear about their candid customer experience stories!

12:30pm Registration for Walgreens Site Tour

1:00pm - NEW: Walgreens Contact Center Site Tour

Ron Walker Site Director Walgreens

IQPC is please to announce a contact center site tour at Walgreens, winner of numerous accolades including:

Fortune Magazine World’s Most Admired Companies 2014 Fortune Magazine 500 Largest U.S. Based Companies 2014 Fortune Magazine Global 500 Largest Companies 2014 Fast Company Magazine “Fast 50” 2013 DiversityBusiness.com Top 50 Companies for Multicultural Business Opportunities 2014

Founded in 1901, Walgreens goal is to be consumers’ first chose for health and daily living across the nation, and a central part of people’s lives and the communities where they live and work. The company provides the most convenient, multi-channel access to goods and services, and pharmacy health and wellness services while developing a new customer experience. Don’t miss this unique opportunity to visit their Orlando contact center which is a virtual center supporting a total of four facilities. The center has a culture of high performance and a fun free flowing atmosphere. A casual dress code helps create a relaxed environment. This site tour will include a presentation, and a walk around tour of the high volume center that handles 400,000 calls per week. Find out how Walgreens’ gains business intelligence with customer insights, supports a broad range of callers, leverages technology and delivers service excellence across channels.

5:00pm 5:00pm

Interactive Site Tour & Group Adventure

Monday, January 26, 2015 - Choose A or B




Tuesday, January 27, 2015CX Mapping Masterclass & The Evolution Experience ©


8:00am CUSTOMER EXPERIENCE JOURNEY MAPPING MASTER CLASS: Reengineering Your Customer Experience to drive Value to Your Business and the Always On, Multi-Channel CustomerBruce Belfiore, CEO, BenchmarkPortal

This masterclass is designed for business leaders, CX professionals, innovators and change agents and is the perfect primer to start your educational journey. The customer experience has the top priority for businesses. Customers are demanding more and more and communicating across channels and thus executing a flawless and seamless customer experience has never been harder. In this masterclass, participants will gain hands-on experience mapping customer journeys, spotting fracture points and reengineering it to cut across existing silos and infrastructure.

Some of the issues that will be addresses include:

· Integrating the customer experience into the DNA of your business?

· Using VOC to enhance your ability to spot opportunities and drive sales

· Customer Experience mapping: being honest with your customer’s journey\

· Transforming through internal process management


CUSTOMER CARE PROGRESSION EXCELLENCE RECOGNITION

1:00pm Progression Excellence Chairman RemarksThese executives will explain how they put vision into practice to evolve their contact centers into the future.

STORIES OF PROGRESS – Celebrating Progress and Milestones

So often, we hear “focusing on the future is overwhelming” however, transformation doesn’t happen overnight. It’s a continuous improvement process. For the next hour, you’ll hear three compelling short stories of progress.

1:20pm A Story of Progress: Evolving What You Measure

Josh Sexton Customer Care Operations Liberty Utilities- Central

One year ago, Liberty Utilities was thrown into the contact center atmosphere through mergers. Find out how the company took 12 newly acquired virtual contact centers and brought them together with common goals and service strategies

· Changing the internal mindset to focus on meeting and exceeding service levels

· Putting measurements into place and meeting state regulations

1:40pm A Story of Progress: How a Small Call Center Embraced Social Customer Care

Find out how Machia Savings’ small call center has excelled with social media including Facebook, Twitter and LinkedIn on top of handling e-mails, chat and inbound calls. The social media success earned them an award for Top Engaged Community Bank 2014 in the state of Maine.

Melissa Moffett Vice President, Customer Service Machias Savings

2:00pm A Story of Progress: Creating a Culture Inspiring Excellence Find out how IQPC’s Call Center Excellence Award Winner in the culture category, has

creating a culture that inspires world-class performance and service excellence


2:20pm Networking Break

CX Mapping Masterclass & The Evolution Experience©

Tuesday, January 27, 2015

“This is my first year – lots of information and networking I’m going to leave with.”

- Dawn Huff, Customer Service Supervisor, New Pig

Corporation“We’re not waiting for customers to come to us. We proactively reach out to offer support and open a dialogue.”Alicia Boler-Davis, VP Global Quality & Customer Experience, General Motors


BY FUNCTION

2:50pm HR & IT SHARED SERVICES MARKETING CUSTOMER CARE CUSTOMER EXPERIENCE

BY VERTICAL

3:30pm FINANCIAL SERVICES & INSURANCE PRODUCT-FOCUSED (CPG, Luxury Goods, Electronics, Retail)

BUSINESS SERVICES CONSUMER SERVICES (Telecom, Hospitality)

BY CONTACT CENTER SIZE

4:10pm AGENT STAFF UNDER 50 AGENT STAFF 51-199 AGENT STAFF 200+ HOME-BASED AGENT MODEL & OUTSOURCING

4:50pm END OF DAY KEYNOTE: Creating a High Performance Culture

EVOLUTION STIMULUS LEADERS

The author of Front Line Heroes: Battling the Business Tsunami with Performance Oriented Cultures, will deliver an entertaining, powerful and interactive learning experience. Mr. Hodes, our strategic planning guru and team building champion and will illustrate strategies with real-life stories and provide a step-by-step guide that creates outstanding results.

Find out how to:

· Achieve sustainable growth by creating a high performance culture.

· Transform groups into high-performance teams

EVOLUTION STIMULUS GROUP DISCUSSIONS

CX Mapping Masterclass & The Evolution Experience© Continued

Author, Front Line Heroes: Battling the Business Tsunami by Developing High Performance Organizations

Bruce Hodes · Shift your focus from task oriented to customer focused

· Eliminate mediocrity from employee performance—for good

· How to Make mission, values, and BHAGS relevant to daily organizational life

THE FUTURE IMPACT: In order to achieve sustainable business growth, we need actionable strategies for creating a high performance culture

5:35pm Chairman Closing Remarks

“Currently, our contact center employees spend 25% of their time verifying customers. Voice biometrics will change all that. This will allow us to identify customers based on their voice characteristics, offering protection and convenience in one solution.”

- Steve Beasty, Managing Director, Consumer Channels Technology, Bank of America



Mark Edelman VP Member Services 1st Union Services Credit Union


WORKSHOP D: WORKSHOP E: WORKSHOP F:

8:00am Four Ways Next-Gen Cloud Communications Improve the Customer Experience

Jason Alley Senior Director of Solutions Marketing Interactive Intelligence

Marilyn Saulnier Director, Global Contact Center Consulting, Contact Center Solutions ConsultingInteractive Intelligence

Whether your organization has decided to move to the cloud, or you are considering the possibility, this workshop will help you cut through the all the “checklists” and give you four must-have capabilities to look for in a next-gen cloud communications platform. We will explore specific ways disruptive technologies coupled with best practices can drive service excellence:

· Architecture that enables: operational capability and flexibility · New ways to match customers with agents: from next to best · The agent experience: from complex and cumbersome to

intuitive and customer-focused · Omnichannel: collaboration and communication across channels

The Impact of Belief on the Customer Experience Geoffrey Toffetti President Frontline Performance Group

Belief in your products, prices and sales program is critical for your sales force to have. In this interactive workshop, subject matter experts from the Frontline Performance Group will share with the group how to build your team’s belief and enhance call quality through training, side by side coaching, effective incentives, and recognition programs.

Reinventing your Organization with Digital Customer Engagement

Dave Gregory Director Management Training, Performance Enhancement Group, West Business Solutions

Many top executives are moving beyond asking how to get the most out of mobility and cloud and are now question how they can transform their organizations. In this interactive workshop, we will explore strategies for achieving excellence with digital customer engagement and reinventing your organization. We will explore the adoption of new digital technologies, what they’re being used for and how they’re transforming traditional operations.

· Leveraging digital technology to improve productivity, boost efficiency and improve customer response time

· Employing digital technology to create new business models and open doors to new customer segments

11:00am Registration for Workshops G, H, I (Boxed Lunches to Be Provided to Workshop Participants)

WORKSHOP G: WORKSHOP H: WORKSHOP I:

11:15am Financial Linkage – Employing Linkage Models to Drive ROI

Terry Redding VP Product Development CFI Group

Future success will be determined by your ability to meet and even exceed customer expectations better and faster than competitors. But, what impact does satisfaction actually have on your business? Will your customers reward your efforts by giving you more of their business? Without knowing the answer to that question, it’s difficult to know where to make mprovements. In this interactive workshop, we will review the results of the 8th annual Contact Center Satisfaction Index (CCSI) study. You will learn the current state of affairs (from the customer’s perspective) on contact center performance and where THEY want you to go next.

Strategies for Outperforming Competitors GloballyGreg Belkin Director of Global Product Marketing Strategy Lionsbridge

In this interactive workshop, we will focus on strategies for gaining market share with Global Customer Lifecycle Management. The workshop will include interactive problem solving exercises.

· Global engagement – getting customer service folks to engage customers across the globe

· Leveraging dynamic forms of media globally

· Employing loyal abilities to communicate with clients around the world

Agent Engagement & Retention Strategies to Sustain Enhanced Long-Term Performance

Christopher Mulligan CEO TalentKeepers

Customers will continue to expect and demand extraordinary products AND experiences. Engaged employees bring the commitment, energy and desire to excel that will deliver future service excellence. You will discover innovative techniques and tactics you can implement to boost commitment and build an engaged culture in your centers. Learn where to target your efforts to gain the most impact and how to sustain improved performance over the long term in this hands-on session.

In this workshop learn how to:

· Identify which workplace factors have the greatest impact on engagement and retention


Tuesday, January 27, 2015CX Mapping Masterclass & The Evolution Experience © Workshops And Innovation ImmersionWednesday, January 28, 2015

continued on next page continued on next page continued on next page


We will explore how to leverage data and analytics to create competitive advantage in the following areas:

· Getting the right information to the right person at the right time

· Impacts of off-shoring

· Changing nature of service channel preferences

· The impact of social media

· The changing mix of call types

· Enhancing agent performance

· Pinpoint the issues and leaders with the biggest opportunity for improvement

· Understand the relationship between “willingness to recommend” and the latest tactics to building and sustaining an engagement culture

· Improve commitment, engagement and a genuine sense of inclusion among all employees

· Leverage engagement’s next big thing: Emotional connections to your organization

2:15pm Registration for Workshops J, L

Workshops And Innovation Immersion Continued

9:00am- INNOVATION IMMERSION FOR EXECUTIVE LEADERSHIP

4:00pm EXCLUSIVELY FOR EXECUTIVE LEADERSHIP ATTENDEES, VICE PRESIDENT OR HIGHER FROM THE END-USER SIDE

This Is an exclusive event for VP level and above end-users and limited to 30 attendees. If you are VP and above from a Fortune 1000 company, you will receive a complimentary upgrade to include this day with your conference package. First come, first serve basis.

Speakers include: William J. Greenwald Founder and Chief Neuroleaderologist Windsor Leadership Group, LLC


Steve Riddell Chief Sales Officer Blinds.com (Recently Acquired by Home Depot)Steven Blessing SVP Capital One Bank


WORKSHOP J: WORKSHOP K: WORKSHOP L:

2:30pm Customer Insight and your Brand - How They Need to Work Together

Mike Burke VP Sales and Development IQ Services

Is your contact center living up to your brand promise? Workshop attendees will learn how to identify and collect the right data about the customer service experience delivered by contact center technology. Find out how to gather actionable data that can be aligned with customer service experience and your brand promise.

We will explore best practices for gathering and acting on customer information in order to build more effective customer relationships and improve strategic decision making.

Attendees will learn how to employ CTInsight™ – Communications Technology Insight products and services to:

· Document customer experiences

· Leverage insight to increase system performance and minimize customer effort

· Ensure the proper brand response to cultivate deeper customer relationships

3 Secrets to Customer Experiences that Don’t SuckCorvisaCloud

Customers today have higher expectations than ever - and they aren’t afraid to talk about companies that aren’t living up. This workshop will share secrets on how your business can pair information that’s been right under your nose with next-gen contact center technologies to create personal customer service experiences that customers love.

We’ll touch on:

· The little things you may be overlooking that make a big difference

· How to tell if your IVR is falling short and new ways to fix it

· Taking personalized service up a notch with workflows that wow

Winning Culture – Driving and Executing against Strategic Priorities

David Bradshaw VP, Client Business Support, Tangerine Bank, formerly ING Direct Canada

Tangerine Bank has been on a journey to change the culture moving from process oriented to client focused. The journey includes a major project that changed “values” to promises” to create the right culture. Your culture guides you in terms of decision making. Find out how these decisions help drive and execute against strategic priorities.

· How do you define culture?

· What do you want culture to look like now and in the future?

· What behaviors are you trying to accomplish?

· What performance are you looking to change?

PRACTITIONER LED WORKSHOP



8:00am Call Center IQ Opening

8:30am Chairman’s Opening RemarksJoe Jacoboni Founder and CEO PrimeConnections Contact Solutions

8:45am KEYNOTE: Disrupting the Customer Journey – Blurring the Lines between Marketing, Service and Sales in a Members First World

Who really owns the customer experience? Find out how LinkedIn is embarking on an innovative member and customer focused journey to break down organizational silos and

“traditional” functions of marketing, service and sales in a global hyper-growth company. At LinkedIn, Global Customer Operations is a part of Global Marketing. Find out how you can close the loop between the next generation of marketing, sales and service and positively disrupt your customer’s experience journey

· Disrupting your current organizational structures to provide “Service Excellence” from a Member and Customer’s point-of-view

· Utilizing innovative and emerging technologies that help meet the raising expectations of customers in a digital world

· Leveraging moments of truth at the right time to help enhance your customer’s journey

THE FUTURE IMPACT: You need to break down your functional “walls” if you’re going to meet next generation customer needs

9:30am KEYNOTE: You Can Create Disney Magic Too!

Lee Cockerell, the former senior operations executive for the Walt Disney World Resort for10 years, will share how all of us can create magic for our customers, our families, our friends, and for each other by understanding the power of personal leadership as we go about living our lives and practicing our professions. You will learn the Four Customer Expectations and how to practice them. You will learn how the value of how you spend your time directly relates to how happy, healthy,

and successful you are in all parts of your life. And finally you will learn about how to become more competent in the four areas of competency which will move you from good to great. Lee Cockerell is the author of three books on these subjects. Creating Magic…!0 Common Sense Leadership Strategies From A Life At Disney, The Customer Rules…The 39 Rules For Delivering Sensational Service and Time Management Magic…How To Get More Done Every Day

THE FUTURE IMPACT: Walk away with break-through methods for becoming a better manager and a great leader for your employees and your customers


11:30am KEYNOTE: Harnessing the Power of Customer Experiences to Drive Growth & Profitability

Prime Therapeutics created Ingrid’s role in 2012 as a commitment to making the customer its top priority in the business of pharmacy benefit management. In this inspiring keynote, our veteran customer service leader will share the importance of aligning customer touch points and communicating a consistent and intentional experience.

· Positioning voice of the customer as the driver of every decision · Keeping exceptional service front of mind everyday across all functional teams · Enhancing service excellence across all touch points and driving service innovation

THE FUTURE IMPACT: Numerous studies prove a well executed customer experience strategy helps build long-term positive relationships and drives loyalty.


1:15pm Achieving the extraordinary in customer experience through conversational speech technology

Colleen Mullens, SVP of Customer Care, Asurion Dan Fox, Marketing Manager, Interactions

With constant pressure to reduce cost and growing customer demands, more and more enterprises are turning to virtual assistant solutions to replicate the role and empathetic personality of a live associate. But how do you do that while maintaining high standards for customer experience? Additionally, how can you always ensure reliability under conditions of very high scale? As the global leading provider of mobile insurance, Asurion processes millions of claims per year. By automating the claim process through a conversational virtual assistant, Asurion has been able to eliminate the majority of their variable costs per claim while maintaining an industry leading Net Promoter Score. In this session we’ll discuss:

· How sophisticated self-service solutions can take on complex customer interactions · Achieving a consistent, branded customer experience - even for customers in crisis · Designing for effortless self-service: removing barriers that add frustration

Main Conference

Head of Global Technology Solutions and OperationsLinkedIn

Andy Yasutake

Chief Customer Experience Officer Prime Therapeutics

Ingrid Lindberg

Thursday, January 29, 2015

Former Executive Vice President of Operations Walt Disney World® Resort

Lee Cockerell


TRACK A: Change LeadershipTRACK B: Transitioning to

Omni-ChannelTRACK C: Disruptive Technologies

TRACK D: Customer Intelligence in Action

2:00pm SURPRISE KEYNOTE Interactive Storytelling Employee Enrichment:

Heather Teskey Chief Marketing Officer

Rhonda Basler Director of Customer Engagement Hallmark Business Connections

Employee enrichment involves the genuine actions of an organization that fully believes that the better a person’s overall well-being, the better that person’s performance. This “mash-up session,” including storytelling and interactive white boarding, will focus on developing an overall philosophy of enrichment. With audience participation and live storytelling, this eye-opening session will provide new insight on improving employee engagement in contact centers. This highly interactive session will provide a powerful point of view and immediate take-away value.

· The four levels on the path to creating a Culture of Enrichment

· Specific, personal and tactical advice about how to progress from one level to the next

· The role managers play as catalysts for change

· The role of recognition in creating a Culture of Enrichment

The Super Agent: The Face of Future Multichannel Interactions

Five 9 and Lee Hasson, Director of Business Intelligence at Open English

As contact centers are faced with a growing number of interaction channels, managers must not only think about the technology required to enable and respond to customers but also the staff to handle this increasingly diverse environment.

· Determining the best strategy for your contact center

· Strategies for recruiting, screening, hiring, and training tips for super agents

· Best practices for managing super agents.

QM Driven Coaching: Driving behavior to achieve the outcome you are seekingLisa Bullen-Austin Director, 2-1-1 Strategy Enhancement and Disaster Recovery United Way Worldwide

Jennifer Waite Product Marketing Manager inContact

Your technology can only get you so far, to push the limits on how you drive customer and agent experience you have to sometimes look at things in a new way and gain a different perspective. How do you align your scorecard so that it is holding the agent accountable for the proper elements? You should be measuring elements that will drive change in behavior, enable your teams to achieve the goals that you set and create an environment that empowers them to understand how to excel.

In this session, you will take-away the following:

· How to take an objective look at your current scorecard and decide if you are measuring the right behaviors

· Creating new process for calibration and alignment of scoring

· Identifying new ways to define and drive the behavior you want in your team

Listening and Acting on Customer Intelligence for Future Business and Service Impact

Kevin Thompson VP Customer Experience and Development Barneys New York

Our distinguished speaker actively manages the highest level of service standards across all company touch points at Barneys New York. The leading luxury retailer is in phase 3 of an extensive customer experience study that digs deep into many layers of customer experience. Find out how the company conducted extensive customer research with 5000 customers across the U.S. through focus groups, online surveys, mystery shopping, video shopping and in home ethnographies and is now turning the feedback into action

· Listening to customers and putting learnings into action

· Developing a vision of what you want culture to look like

· Defining key pillars and creating a seamless omni-channel brand experience across all touch points

2:40pm Networking Break in the Expo Hall

Main Conference Continued

Track Sessions Begin (sessions will be 35 minutes in length with 5 minutes in between for transition) (LIMITED CAPACITY – OPEN TO GROUPS OF 3+)


3:25pm TRACK A: Change Leadership TRACK B: Transitioning to Omni-Channel TRACK C: Disruptive Technologies TRACK D: Customer Intelligence in

Action

Don’t Become a Statistic - Strategize and Plan for Future Contact Center Growth

Fernando Flores VP, Consumer Sales Universal Parks and Resorts Vacations

Geoffrey Toffetti President Frontline Performance Group

Universal Parks and Resorts Vacations is a small call center that sells vacation packages with multiple touch points from airlines, hotels to theme park tickets. Find out how the company is going back to basics by building the core capabilities and foundation for future growth.

· Find your personality, your spirit, your style and pack it with flair. The Universal Way. (Building a Customer Service Culture)

· Solidifying training from customer service to sales performance with up-selling and cross-selling

· Marrying quality programs with plans for sales enhancement

· Professionalizing workforce management and forecasting future needs

Contact Center Workforce Optimization – Unlocking Agent Productivity & PerformanceDave Thrailkill, Senior Workforce Management Director, Citicorp Credit Services


When you boil it down, your customers want a surprisingly small number of things, no matter their industry or communication channel. And your frontline wants to provide extraordinary experience, but handling every situation is challenging – without automation. In this client case study, find out how to leverage real time automation to provide customers what they want, when they want it, without comprising efficiency

Future Trends: WebRTC in the Contact Center

Russ Zilles CEO IQ Service s

This discussion will include:

1. What is WebRTC

2. Why implement WebRTC in your contact center

3. Customer Impact

4. Customer Experience

5. Customer journey using WebRTC

Flawless Customer Experience Execution – Lessons Learned from a Mission Critical OperationCindy Miller Global Leader Customer Service The Quick International Group of Companies

Since 1981, Quick has been helping clients with their mission-critical shipping challenges; transporting urgent life-saving organs for transplant, blood and biologics for the life science community, and critical parts for the aviation, high tech, and manufacturing industries. Everyone is focused on efficiency, but in Quick’s world, it could literally mean life or death. Staffing to support 24/7 global customer service, balancing efficiency needs with the availability required for time- and precision-critical customers

· Navigating changing global conditions, customs and security challenges with strong quality assurance processes

· Recognizing staff for excellent performance and addressing skill gaps

· Ensuring service excellence through proactive education, communication, and relationship building with our team and our customers



Track Sessions Continue (sessions will be 35 minutes in length with 5 minutes in between for transition) (LIMITED CAPACITY – OPEN TO GROUPS OF 3+)


4:05pm TRACK A: Change Leadership TRACK B: Transitioning to Omni-Channel



Holistic Brand Experience - Enhancing Communication and Brand ExperienceNeil Taylor CEO TheWriter.com

Contact centers often struggle with the human touch – particularly for strategic or technical communication. Find out how Cisco Systems, an IT company with over 70,000 employees, improved the brand experience by implementing a simplified conversational language. This inspiring session on customer experience and brand experience will focus on executive support, engagement, operationalization and making it stick.

· Understanding how brand experience design shows up in the contact center

· Determining the business need for holistic brand experience

· Pinpointing and addressing industry challenges

· Modifying call scripts to be simpler and more empathetic

· Gaining executive support, rolling it out and making the program stick

The Customer Journey, in Their Eyes – Leveraging Digital Channels, Big Data and the Cloud

Stuart Walters Principal Business Consultant, Americas Genesys

As today’s digitally driven, highly empowered consumers engage with your company, it’s critical to proactively orchestrate effortless customer journeys along the way. See how market leaders are using an integrated customer experience platform. Find out how to leverage digital channels, big data and the cloud to automate your customer’s journeys across all channels with real-time personalization and persistent interaction context.

· Delivering great experience from your data center or the cloud

· Connecting across all touch points, channels & interactions

· Ensuring that the experience you deliver aligns with the expectations of your customer and is journey appropriate

Building a Big Data Platform - Gaining a Holistic View of the Digital Customer

Tom Thomas Head of Online Strategy & Analytics Ford

Our distinguished speaker, responsible for the online strategy and the development of an analytics practice at Ford Direct, is currently building a Big Data Platform. The purpose of this platform and the analytics practices is to provide a holistic view of the digital shopping funnel for Ford vehicle Sales and Dealer Service. Find out how the company will be developing a dealer facing performance analytics dashboard over the next 6-9 months designed to improve future customer service excellence.

· Exposing multi-channel marketing and operational performance opportunities

· Leveraging advanced analytical metrics to provide context

Professional Development: The Art & Practice of Storytelling

Heather Teskey Chief Marketing Officer Hallmark Business Connections

Rhonda Basler Director of Customer Engagement Hallmark Business Connections

This group will explore how to use storytelling as a leadership tool, ways that storytelling can make leaders more effective and why storytelling is important. Storytelling is useful in far more situations than most leaders realize. Our group will share storytelling examples from some of the commonly used strategies: inspiring the organization, setting a vision, teaching important lessons, defining culture and values, and explaining who you are and what you believe.

4:35pm 5 minute transition to General Session


Track Sessions Continue (sessions will be 35 minutes in length with 5 minutes in between for transition)

20www.thefuturecontactcentersummit.com #TFCCS @CallCenter_IQFCCTFFC #TF CS @CS Call@C @ @C@Ca Ceentee QCCcom

4:45pm Meeting the Needs of an Increasingly Diversified Workforce and Customer Base

Discover Financial Services has won numerous recent awards including 2014 IQPC Call Center Excellence Awards (multiple categories), the highest customer satisfaction scores with J.D. Powers and Learning! 100 Award by ELearning Magazine.

Like many companies, Discover must face the challenge of meeting the needs of an ever-increasing diversified workforce and customer base. In this inspiring keynote, find out how Discover has been wildly successful in leveraging resources and innovation to meet the needs of the many and the few.

· Employee Customer self-service options and automated tasks have become commonplace leaving the more complicated and challenging customer needs for call center employees to resolve.

· Learning expectations of the Millennial and Net generation demand a new way of approaching employee onboarding that includes technology because it is an every-day part of their lives.

· Employing performance based gamification to support the most critical business initiatives and motivate employees

THE FUTURE IMPACT: In order to meet the needs of the next generation, we need to take leverage resources and inspire innovation

5:25pm KEYNOTE: Evolving Your Leadership Style to Drive Next Generation Catalysts

“A mind once stretched, never regains its original dimensions.” ~Oliver Holmes

Social media, technology, and the explosion of Millennials into the workplace are putting new demands on leaders. Leaders must understand the next generation’s expectations, become aware of today’s communication shifts, and learn what it takes to become a strong next generation leader. Are you prepared to lead in today’s culture of perpetual beta?

· Understand who the Millennials are. (How they became so tech dependent, entrepreneurial, and collaborative).

· Prepare for tomorrow’s communication and leadership shifts.

· Learn how best to manage the Millennial call center workforce.

· Best practices for Millennial brand/customer service engagement.

· Learn the 5 key phases of effective change management

THE FUTURE IMPACT: Change is inevitable, but the future success of your team must be intentional

6:05pm End of Main Conference Day One Join us for a round of golf and drinks in the Expo Hall

Next Generation Catalyst

Ryan Jenkins

SVP of Customer Service and Engagement Discover Financial Services

Mark Scarborough


“I am very excited to see how video messaging will be incorporated into call center technology.” Source: Customer Management IQ’s Whitepaper on The Future of Contact Centers

- Ryan Cline, Commercial Business Technology Manager, American Family Insurance



8:30am Chairman’s Opening RemarksJoseph J. Jacoboni, President/CEO, PrimeConnections

8:45am KEYNOTE PANEL: Customer Service Innovation: An Ingenuity Think-Tank Experience C-Suite Tank Panelists


Don’t miss this ingenuity think tank panel session. In this interactive panel, we will find out how to keep the customer at the heart of all business decisions. Gain an insight into what our industry leaders see as their biggest priorities moving forward. In this high level session our customer service game changers will provide a truly top down view of the strategic points you should be focusing on, and a road map on how to get there.

9:45am Deep Dive Roundtable Discussions More roundtable topics to come! 1. Continuous Workforce Optimization: A Holistic Approach to the Way Work is Delivered and How it is Handled across your Team

Stuart Walters Principal Business Consultant, Americas Genesys

2. Improved Quality Assurance and Customer Engagement with LIVE Voice Analytics Anne Pacifico VP Sales and Marketing Castel Communications

3. Clever Ways To Deliver Effortless Customer Service Kai Petzelt

Senior Director Product Marketing, SAP

4. Revolutionalizing your Customer Experience Over Social Media Paul Johns

Chief Marketing Officer Conversocial

5. Collecting, Centralizing and Acting on Customer Interactions Leveraging the Power of CRM

Oliver Taylor Director of Customer Success Clicktools

6. Call Center Data: You’re Not Getting What You Paid For Chris Wintermeyer Chief Advocate Domo


11:15am 5 minute transition

Main Conference Friday, January 30, 2015


TRACK A: Talent Management Joseph J. Jacoboni, President,

CEO, PrimeConnections John Franco, Executive Vice President

of Sales and Marketing

TRACK B: Metrics & Measurement TRACK C: Flawless Execution TRACK D: Social & Mobile Customer Care

11:20am Engagement of Virtual and Home Based Employees through Voice of Customer

Susan Kressel Customer Experience Leader World Travel Holdings

Working virtually is growing by leaps and bounds. By 2016, 63 million Americans will be working virtually up sharply from 2010’s 34 million.

Keeping your Eyes on Metrics Across Channels –and Understanding why They Vary


Contact center leaders and executives are proactively helping their organizations accomplish strategic and tactical goals. In this session, find out what metrics really matter, understand how to measure them and utilize technology to monitor metrics.

Information Security and Data Breach Resonance –The Information You Need

Richard Martin Head of Information Security and Compliance, Texas State Technical College

How do you deal with information security? As the old saying goes, “you’re only PCI compliant until you’re breached.”

Client Case Study Contact Center Workforce OptimizationJohn Wolf, Chief Marketing Officer, Intradiem and client

If you missed the opportunity to hear the Intradiem client case study on January 29th, here’s your chance to attend a different Intradiem client case study. John Wolf will be co-presenting with a SURPRISE client. Here’s your chance to gain new insight on optimizing your workforce productivity and service delivery.

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Ira Williams Vice President Retail Banking Allegacy Federal Credit Union


World Travel Holdings (WTH), the world’s leading cruise agency and award-winning leisure-travel company, created a virtual model that consists of 500+ virtual employees

· Taking survey data from action to analysis to Inspiration

· Allowing agents to get immediate customer satisfaction survey feedback

· Sharing customer “pain point” data and collaborating with internal departments

· Identify the metrics that yield the greatest returns for internal and external stakeholders

· Link employee performance to metrics for greater commitment

· Gain visibility into your entire customer contact operation for enhancing future engagement and loyalty

Consumers fear data insecurity. 87% of consumers don’t feel companies have proper safeguards in place to adequately protect their privacy (Accenture interactive study of U.S. and U.K Consumers).

· Make the assumption that your security will be breached at some time and have an action plan

· Focus any marginal increase in security on the detection side of the control structure

· Be transparent and share information with consumers

· Take conversations about privacy out of internal functional silos and coordinate the discussion enterprise wide


1:20pm TRACK A: Talent Management TRACK B: Metrics & Measurement TRACK C: Flawless Execution TRACK D: Social & Mobile Customer Care

Building a Culture of Meaning and Innovation


Believing in the principle of servant leadership, John loves working at 2-1-1 San Diego which demonstrates an innovative approach to building a social enterprise. However, on a more fundamental level, empathy and emotional intelligence are the heart and soul of the business. In this inspiring session, find out how to translate what you are doing into why it matters to you, why it matters to your team and definitely why it matters to your customers and your community. Recruit the people to the purpose. Make sure they understand why you are asking them to do something new--why it will make a difference. Culture is nurtured with passion and meaning, and everyone wants to be part of a culture that is meaningful.

Track B closed - Please attend A, C or D Maintaining and Growing Seamless Customer Experience in a Large Global Conglomerate

Zeya Ottomone Six Sigma Master Blackbelt ABB Inc

ABB is a global leader in power and automation technologies. Based in Zurich, Switzerland, the company employs 150,000 people and operates in approximately 100 countries. Find out how a large global company with language and cultural complexities is able to maintain consistent service in an environment filled with mergers and acquisitions.

· Maximizing efficiencies with a shared services model

· Developing synergies for cross-selling and up-selling

· Developing internal efficiencies and cost savings while enhancing customer experience

Breakthrough Mobile Engagement for Next Generation Success

Ann Gustin Customer Service Leader The Boston Globe

The Boston Globe is committed to providing the highest level of service – all the time and across all channels. Discover how the Boston Globe expanded its already aggressive mobile program in order to deliver seamless customer experience while enhancing employee engagement,

· Identifying and fixing mobile service gaps

· Providing personalized, relevant and quick service

· Realizing the many benefits including automation rates, customer engagement and after hours support



Track Sessions Continue (sessions will be 35 minutes in length with 5 minutes in between for transition)



2:00pm Final Networking Refreshment Break in Expo Hall Don’t forget to connect with our solution providers and find out if you won any valuable prizes!


2:40pm CLOSING KEYNOTE: “The Business Romantic” - Meet your Own Desires as Well as those of Customers, Employees and Society

Against the backdrop of eroding trust in capitalism, pervasive technology, big data, and the desire to quantify all of our behaviors, The Business Romantic makes a compelling case that we must meld the pursuit of success and achievement with romance if we want to create an economy that serves our entire selves. Our marketing guru keynote will offer a radically different view of the good life and outline how to better meet one’s own desires as well as those of customers, employees, and society.

We will be inspired to expect more from companies, give more of ourselves, and fall back in love with our work and lives.

· Designing products, services, and experiences that connect us with something greater than ourselves

· Gaining surprising insights into the emotional and social aspects of business . .

· Implementing “Rules of Enchantment” that will help both individuals and organizations construct more meaningful experiences for themselves and others

THE FUTURE IMPACT: Future customers are demanding great products and meaningful experiences

3:40pm End of of SummitChief Marketing Officer NBBJ (Renowned Architecture Firm) & Author of The Business Romantic: Creating Experiences, Products, and Organizations that Mean More

Tim Leberecht

“The role of front line leaders has changed dramatically. The next generation’s leaders are coaches and mentors that change agent behavior and inspire outstanding performance.” - Ron Hyland, Vice President, Customer Care, DIRECTV


8x8, Inc. Website: www.8x8.com

8x8 Inc. (NASDAQ: EGHT) empowers business conversations for more than 30,000 small and medium sized businesses with cloud communications services that include hosted PBX telephony, unified communications, contact center and video conferencing solutions. In 2012, the company was recognized in the “Leaders” quadrant of Gartner’s 2012 Magic Quadrant for Unified Communications as a Service and was named No. 1 Provider of Hosted IP Telephony by Frost & Sullivan. 8x8 has been delivering business communications services since 2004 and has garnered a reputation for technical excellence and outstanding reliability. For additional information, visit www.8x8.com

Ansafone Contact Centers Website: www.ansafone.com

Ansafone Contact Centers has over 40+ years in customer service excellence. Ansafone is the leading outsourced contact center solution provider for organizations in the United States and Canada. We specialize in campaigns that require inbound and outbound call platforms and web-based interaction.Our services include bilingual inbound/outbound telemarketing, third party verification, direct response order-taking, catalog sales, seminar reservations and appointment setting, database management, direct mail, voice mail and customized customer service operations. Customer service operations include real-time online data access to our client’s mainframe databases via the internet or direct connect.

Cameo Global, Inc Website: www.cameoglobal.com

Cameo Global, Inc. is a full service solutions provider specializing in collaboration and contact center technologies for commercial and enterprise customers worldwide. Cameo Global has been the choice of industry leaders with its international infrastructure and highly-certified staff that delivers premium collaboration solutions and related services worldwide. Our worldwide resources provide advanced IT solutions and a full lifecycle of professional and managed services, and innovative financial services to help our clients obtain maximum value from their IT investment. Cameo Global’s proprietary product, CloudBlu™, has a Cisco powered collaboration infrastructure built and managed to deliver world class Communication as a Service (CaaS). As a certified Cisco Cloud Provider, Cameo Global provides hosted voice, video, contact center, and several other key unified communications applications to companies of all sizes via a monthly service offering customized to meet your specific needs. Cameo Global is uniquely positioned to deliver these key business applications worldwide.For more information about Cameo Global’s products and services, visit www.cameoglobal.com.

Castel Communications Website: www.castel.com

Castel Communications, LLC is a market leader, delivering cutting-edge call center solutions for leading call center organizations across the globe. Castel Detect Voice and Speech Analysis solution provides LIVE and post-call emotion, word and phrase monitoring and detection for call centers of all sizes. Stop by Castel’s booth for a brief overview of the solution and learn how Castel helps companies increase customer service levels and generate revenue! For more information about Castel’s predictive dialer, digital voice recording, and voice and speech analysis solutions, call 800-657-8215 or visit www.castel.com.

CFI Group Website: www.cfigroup.com

As a recognized leader in the area of customer experience analytics, we help clients measure the customer experience across multiple channels, benchmark performance, and prioritize improvements for maximum impact. Founded in 1988 and headquartered in Ann Arbor, Michigan, CFI Group serves global clients from a network of offices worldwide.

CFI Group is the founding partner of the American Customer Satisfaction Index (ACSI.) Founded at the University of Michigan’s Ross School of Business, the ACSI is a leading economic indicator of consumer spending in the United States. The ACSI measures more than 230 companies and organizations across 43 industries, representing close to half of the U.S. economy. The U.S. Federal Government also uses the ACSI as the gold standard of satisfaction measurement for its agencies.

Clicktools Website: www.clicktools.com

Clicktools provides SaaS solutions that leverage CRM to collect, centralize, and act on customer interactions. Since 2001, Clicktools has helped organizations of all sizes and across industries improve customer experience. Thousands of marketing, sales, and support professionals worldwide use Clicktools to collect information through surveys, scripts, and forms; centralize the data in CRM; and act on insights to deepen customer relationships. Notably, Clicktools was the first survey provider to integrate with Salesforce.com and was an original member of the AppExchange. The company is privately held with headquarters on the South Coast of England and a US-based office in Phoenix, Arizona.

Conversocial Website: www.conversocial.com

Conversocial is a cloud solution that enables businesses to manage social media as a large-scale customer service channel. Conversocial’s software and expertise has helped more than 150 of the biggest global companies implement their social customer service operations, including American Greetings, Barclaycard, Coach, GoDaddy, Hertz, JackThreads, Publisher’s Clearing House, Tesco and Winn-Dixie.

Corvisa Cloud Website: www.corvisacloud.com

CorvisaCloud offers a single source for cloud communications solutions that allow businesses

to work the way they’ve always wanted. Our solutions include a full contact center software suite, cloud PBX, workflow automation software and our innovative voice and SMS development platform. We also offer professional consulting services to ensure each customer is set up for success. CorvisaCloud helps businesses work smarter, save money and make customers happier…and with our passion for service, we make getting there an enjoyable experience.

DomoWebsite: www.domo.com

To do your job well, you need the right information at the right time. Unfortunately, that information lives in an ever-increasing mess of disconnected spreadsheets, systems, databases and applications. Domo solves that problem by bringing your business and its data together in one intuitive platform. With Domo, it’s easy to see all the information you care about in one place and use it to make faster, better-informed decisions.

Enghouse Interactive Website: www.enghouse.com

Enghouse Interactive is a global leader in providing on-premise, cloud-based and hybrid solutions that maximize the value of every customer interaction. Our solutions engender an omni-channel environment, enabling your team to better serve customers via their preferred communication channel.

We have integrated top contact center products from Syntellect, Cosmocom, Apropos, TelRex, Zeacom, IAT SmartDial and more into Enghouse Interactive’s contact center suite. These best-in-class technologies combine to offer a one-stop solution for:

· Complete contact center management—on-premise or in the cloud

· Recording, evaluation and coaching with QMS

· Automated outbound with predictive dialing

· Quality assurance with speech analytics

· Self-service and scripted knowledge-base management

Sponsors Email us to request a copy of the sponsorship prospectus

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Facilis www.facilisconference.com

Facilis Inc. has developed SOSrep.com, a unique solution for the Contact Centre industry that can significantly reduce call durations, reduce call-backs, and improve the overall sales cycle. SOSrep allows an agent to instantly collaborate with a potential Customer online and requires no application to download, no user registration, and no complicated plug-ins. The application is web browser and device neutral and can be easily integrated with an existing system. Facilis has been providing enhanced audio and video collaboration tools for over ten years. Our current Customers include some of the most popular and largest Medium and Enterprise Customers in North America, as well as key public Government institutions.

Five9 Website: www.five9.com

Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to more than 1,800 customers worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based software to the cloud. With unparalleled expertise, technology, and ecosystem of partners, Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.

Fonolo Website: www.fonolo.com

Fonolo provides call-back software for the call center. Your customers will never wait on hold again, regardless of where the conversation begins – web, mobile or inbound call.

Our cloud-based technology allows for easy integration with minimal impact to your call center and existing processes. An optional on-premise appliance can also be added to comply with strict security requirements.

Fonolo’s In-Call Rescue solution gives customers the option to “press 1 to get a call-back from the next agent”, while our web and mobile solutions allow them to request a call-back without having to call you first.

Frontline Performance Group Website: www.frontlinepg.com

The Frontline Performance Group works with you to identify existing sales and service opportunities in your Business and helps you execute on them to “Drive Profit From Within”.

We opened in 1993 as Khoury Consulting with a simple vision; “help our clients dramatically increase profit with their current resources.” With over 20 years of experience in mastering frontline sales, our

mission is to increase your firm’s profit with minimal risk by creating a top-performing service based sales culture. The results are a win-win for your customers, team, management and all stakeholders. We install the Khoury Performance Equation (KPE) to ensure the implementation of the right environment that helps clients attract and retain the right people and guides them to implement the right set of actions. We are not afraid to walk the talk and often work on a strict pay for performance basis. We help increase our client’s top-line transaction revenue average, order frequency, customer and employee satisfaction, retention and client referrals. Our impact to our client partners is in the 100s of millions and rising monthly. We work with small businesses as well as the Fortune 500.

Genesys Website: www.genesyslab.com

Genesys is the world’s leading provider of customer service and contact center software and services — with a 100% focus on customer experience. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise. www.genesyslab.com

GM Voices Website: www.gmvoices.com

GM Voices is the global leader in professionally-recorded voice prompts, language localization, persona development and Voice Branding solutions for automated contact center technologies. Recording professional voice actors from a state-of-the-art production facility, GM Voices helps care-focused organizations establish a natural-sounding Voice Brand that improves the customer experience, accelerates the ROI of your speech technology investment, and increases caller containment. GM Voices records over 100 languages and dialects with in-country translators and region-specific voice talent to ensure an authentic sound for any market. A business model built on weekly recording sessions ensures the best value; clients email a script the day before their voice talent records, receiving ready-to-load audio the day after the session. Voice actors are also available on demand for your convenience. GM Voices’ comprehensive translation services are also offered for any print, Web or audio-visual media at economical prices.

Great VirtualWorks Website: www.greatvirtualworks.com

Great VirtualWorks is a virtual contact center company who has a full-scale virtual platform and created the presence in marketplace for the call center workforce, with a network of agents all over the nation to support our clients. Our network of agents can

work out of their homes or business offices and provide call center services via calls, chats and e-mail channels. At Great VirtualWorks we expand the level of opportunity to work without constraints

HelpSocial Website: www.helpsocial.com

HelpSocial is the social platform for real time customer care. Monitor social networks for customers and connect teams around the business for realtime response. Our web and mobile apps provide additional information about your customers with their social posts so you can quickly make the decisions needed to serve them best.

iDashboards www.idashboards.com

Beautiful Dashboards. Powerful Insights. Through award winning engineering, and patented technology, we’re making it easier to understand your data. We offer easy-to-build, dynamic dashboards that create context for any user – in any organization – so they can draw real meaning from raw data. Download a free trial today at iDashboards.com.

inContact, Inc. Website: www.incontact.com

inContact’s cloud solutions enable call centers to operate more efficiently, create differentiated and profitable customer interactions and build a technology infrastructure that supports future growth. Our hosted call center software solutions are built on a flexible platform—opening the door to endless call center improvement opportunities. From hosted automatic call distributors (ACD), computer telephony integration (CTI) and interactive voice response (IVR), to cutting-edge workforce management resources, our call center software platform can not only improve your customer satisfaction response but significantly reduce your call center’s operational costs.

injixo and The Call Center School Website: www.injixo.com

injixo is a comprehensive WFM solution available in the cloud for an unbeatable $9 per user per month. The injixo solution provides Forecasting, Scheduling, Adherence Monitoring & Reporting, WFM Education Programs, a vital WFM User Community, and an Employee Portal that is accessible through any browser on any device. Since 2001 and with over 18,000 graduates, The Call Center School offers the worlds most comprehensive e-Learning Curriculum for Call Centers. We believe in keeping our educational programs affordable, accessible, engaging and in line with current call center topics. Our annual plans include unlimited access to more than 170 training modules.

Sponsors Continued


Interactions Website: www.interactions.net

Interactions Corporation enables companies to more effectively interact with their customers. Our patented technology for automated voice and other interactive systems delivers an unprecedented level of understanding that engages customers in a productive, natural conversation. The company serves a growing customer roster of industry-leading brands from its corporate headquarters near Boston, Mass., with additional facilities in Indiana and Texas.

Interactive Intelligence Website: www.inin.com

Interactive Intelligence Group, Inc. (NASDAQ: ININ) is a global provider of contact centre automation, unified communications, and business process automation software and services for mid-size to large organizations. Founded in 1994 and now backed by more than 4,500 customers worldwide, Interactive Intelligence is profitable and debt free with annual 2011 revenues of $209.5 million. For the contact centre as well as the enterprise, our standards-based IP platform unifies every aspect of your business.

Intradiem www.intradiem.com

Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, alerts and notifications, reskilling, channel balancing, and real-time adherence.

Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience. More than 200,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem’s solution every day.

Invest Northern Ireland www.investni.com

Invest Northern Ireland is Northern Ireland’s regional economic development agency. Our role is to partner

with North American firms to help grow and support their global footprint. Northern Ireland has a well established Business Services and Software Development sector. These sectors continue to grow in Northern Ireland with investments by companies such as Concentrix, Teleperformance, Citi Group, Firstsource, Stream, Allstate and Caterpillar, Allen & Overy, Axiom, Herbert Smith Freehills. Activities carried out in the region include human resource outsourcing, technical support, software development, sales and marketing, finance and accounting, market research and analytics, legal and compliance and customer services.

This is testament to Northern Ireland’s compelling nearshore proposition for international firms seeking an optimum mix of high quality labour in a low risk, cost effective location. The positive experience of companies investing in Northern Ireland is evidenced by the fact that over 70 per cent of inward investors have reinvested.

IQ Services Website: www.iq-services.com

IQ Services is a leader in providing customer experience quality assurance services for call centers during the entire life cycle of business solutions. Services include end to end performance testing, monitoring and related professional services for self service (IVR) and agent supported customer interactions. Our mission is to provide the most flexible and cost effective approaches to giving customers confidence their business solutions deliver the required customer experience before they are deployed and in production. Over 15 years of experience working with hundreds of customers and delivering millions for test calls and browser transactions has taught us how to most effectively support them in meeting their ROI objectives.

John Keells BPO SolutionsWebsite: www.johnkeellsbpo.comJohn Keells BPO Solutions provides clients with

value-added end-to-end Customer Lifecycle Management Services as well as knowledge-intensive Back Office services across a wide range of industry verticals including telecommunications, travel, retail, banking and financial services. We’re known for combining process execution excellence, flexible and creative client partnership models, business transformation capabilities, and cost effective, high-quality services to support our clients. Our Company is guided by the belief that business process outsourcing needs to provide tangible value for the client. We fulfill this commitment by hiring and grooming exceptional talent, devoting ourselves to superior execution, and consistently providing innovative solutions that surpass our clients’ expectations. Simply put, we provide the best client experience in the BPO industry.

Kodak Alaris Website: www.graphics.kodak.com/docimaging/US/en/index.htmKodak Alaris’ Document Imaging solution enables customers to effectively collect data from all sort of documents under various adverse paper conditions. The accurate and speedy collection provides accurate insights and intelligence to right people within an organization, making raw data meaningful, with value and good for rest of the processes in any other systems and solutions.Our offerings include award-winning scanners and capture software and a wide range of professional services and support.

Lionbridge Website: www.geofluent.lionbridge.com

Lionbridge enables more than 800 world-leading brands to increase market share, speed product adoption and effectively engage customers in local markets worldwide. Using innovative cloud technology platforms, we help overcome global communication challenges with translation solutions specifically designed for crucial customer touch points.

GeoFluent by Lionbridge enables companies to engage with global customers with a real-time translation solution for online communities, chat and email. Reduce support costs, expand your global reach and improve call center productivity.

Loxysoft www.loxysoft.com

Loxysoft is the provider of the workforce management system ProScheduler. ProScheduler is used by hundreds of call centers in North America to improve customer experience, by optimizing schedules based on incoming traffic, and for project planning of outbound activities. ProScheduler is affordable and has a truly intuitive and graphic user interface, which makes it quick to implement and learn. ROI is generally made already within 6-8 months. The powerful optimizing engine creates optimized schedules within a few minutes, which makes it easy to try different settings to analyze effects and measure costs before publishing the schedules to your workforce.

MicroAutomation Website: www.microautomation.comMicroAutomation is a leading systems integrator offering call center technology solutions. Since 1991 MicroAutomation has designed, developed and implemented solutions worldwide in a variety of industries. Each solution fulfills our mission to enhance the customer experience through automation. Core services include: · Self-Service IVR (outbound and inbound) to obtain information

quickly and efficiently, authenticate callers and reduce agent interaction time

· Call Control and CTI options for improving the management of inbound and outbound calls, Universal GUI and increasing agent efficiency

Analytics and Reporting to monitor and maximize the performance in all areas of your call center.

NobelBiz Website: www.nobelbiz.com

NobelBiz is a facilities-based carrier providing value-added telecommunications services to high call-volume clients operating over 500 contact centers and collection agencies worldwide. Focused exclusively on the collections and call center market, NobelBiz provides technology and services designed to enhance their effectiveness.

Sponsors Continued


OnBrand24 Website: www.OnBrand24.com

A premier domestic call center services provider, OnBrand24 (www.OnBrand24.com) offers comprehensive inbound and outbound expertise across a full range of B2B and B2C markets. We specialize in customer service, order processing, help desk, patient care services, lead generation, sales appointment setting and customer research / list scrubbing.

All OnBrand24 agents work on-site at our call center facility near Boston, promoting quality assurance, teamwork, work performance monitoring and reinforcement of our clients’ brands.

We have a 30-year record in the e-commerce, retail, healthcare, technology and manufacturing industries of reducing our clients’ business costs while boosting customer satisfaction and maximizing sales revenue.

Our Nationwide Workforce

· Our agents invest in their own business and choose the programs they want to work on – leading to better retention, engagement, proficiency, and morale

· Our agents are looking to work 24/7 and they are educated, entrepreneurial, experienced, and goal-oriented

· We have access to talent nationwide without geographic constraints from all 50 states

· We have a exclusive nimble scheduling system, which allocate resources in 30-minute intervals – preventing service level erosion or brick-and-mortar challenges where they have under/overstaffed time slots

· Our world class virtual certification approach delivers better performance with a cost reduction and increased ramp to proficiency

Pipkins Website: www.Pipkins.com

Pipkins Inc., founded in 1983, is a leading supplier of workforce management software and services to the call center industry, providing sophisticated forecasting and scheduling technology. For the past twenty-eight years, Pipkins has consistently created and delivered superior workforce management products for call centers of all sizes. Pipkins maintains its reputation as an industry leader with thirteen industry-first applications. Vantage Point, Pipkins’ premier product, is the most accurate forecasting and scheduling tool on the market. Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. For more information, visit www.Pipkins.com

Platform28 Website: www.platform28.comPlatform28 offers an easily customizable

Communications-as-a-Service (CaaS) solution to contact centers that need a comprehensive, highly scalable communications platform.

Platform28 delivers a carrier-grade solution that includes multichannel Contact Center, PBX, IVR, Unified Messaging and network call routing. Our customers include mid-to-large enterprises, Tier1 carriers and government agencies, with 150,000 active users and 600,000,000 interactions monthly. The platform is completely customizable using open standards and web services, enabling tight integration with virtually any application. Platform28’s flexible delivery enables customers to meet the strictest security standards using distributed database and extraction layers. The interface has been re-engineered to deliver an intuitive user experience and complete business intelligence throughout the platform.

PrimeConnections Contact Solutions Website: www.callprimeconnections.com

PrimeConnections Contact Solutions (PCS) brings an entirely new meaning to how companies can create profitable customer acquisition, customer retention and customer growth strategies. Customer TouchPoint Optimization is the perfect blend of processes, people and technology to optimize every phase of a client’s customer lifecycle.

For effective inbound marketing and intelligent outbound reach, to exceptional customer service and technical support via any channel of choice, PCS has you covered. We’ve created an integrated, end-to-end solution to increase lead conversions, generate incremental sales revenues, up-sell, cross-sell, and enhance first contact resolution. At PCS, we drive the Ultimate Customer Experience!

SAP Website: www.sap.com

SAP is a leading provider of enterprise contact center solutions. Our broad portfolio includes multi-channel Inbound and Outbound Call Center systems, Social Media enabled Customer Engagement Solutions, traditional & IP telephony options, and mobility platforms to enable everyone on your service team. SAP clients can unify all their communication needs into a single platform, integrated across every workload and everyone who needs it - from telemarketers, customer service agents, switchboard operators, office workers, mobile experts, and their managers. Our portfolio of solutions includes both Cloud & On-Premises solutions, and our solutions deploy independently or extend the reach of your other enterprise technologies.

Sencommunications Website: www.sencomm.com

Sencomm, a division of Sencommunications, Inc., is an innovative technology solutions company, and the only Premium Plantronics Distributor that is also a certified Women’s Business Enterprise. Sencomm excels in design, support and implementation of end-to-end voice, video, network, and application solutions. Partnering with leading manufacturers, Sencomm offers a wide range of solutions including: Cloud-Based Contact Center solutions with Interactive Intelligence; VoIP technologies with Unified Communications partner, ShoreTel; Data & Wireless with infrastructure partners, Extreme Networks & Motorola;

Video Technologies with video partners, Lifesize, Polycom and BCS Global; and hosted Technologies with cloud partner, Microsoft. Sencomm has provided outstanding customer service since 1989.

SPi GlobalWebsite: www.spi-global.com

SPi Global is one of the world’s largest and most diversified Knowledge Process Outsourcing (KPO) and Customer Relationship Management (CRM) service providers in the industry in terms of clients, geographic presence, and capabilities. We have over 18,000 dedicated BPO professionals globally. We are also proud to let you know that SPi Global is the “Company of the Year” for 2011, a recognition given by the International ICT Awards. For more than 30 years, we have been offering Fortune 1000 companies a full roster of high quality, innovative, end-to-end solutions. Our clients look to us for:

A wide range of voice and non-voice BPO solutions. The broadest global delivery network with 30 locations spanning North America, Europe, Australia and Asia. The ability to effectively combine deep domain knowledge with our core capabilities to deliver high quality, single source solutions that provide cost-efficiencies, scalability and exceptional customer care.

Support.com Website: www.support.com

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of cloud-based software and services for technology support, including cloud-based Nexus® Support Interaction Optimization (SIO) solution that enables companies to boost their support productivity, dramatically improve their customer experience and resolve connected technology issues quickly. Our technology support programs help leading brands create new revenue streams and deepen customer relationships. Support.com is the choice of leading communications providers including 3 of the top 5 cable companies in North America, top retailers, and other leading brands in software and connected technology. For more information, please visit us at: www.support.com.

TalentKeepers Website: www.talentkeepers.com

Energize your employee engagement and agent retention efforts with TalentKeepers, the contact center industry leader in talent management strategies and solutions. Our proven, award-winning products span that the employee life cycle, igniting commitment, fueling engagement and enabling employees at all levels to excel in their role. We can help you with innovative on-boarding processes, comprehensive employee surveys that drive accountability, development programs that can transform leaders, and more, all with a single focus on improving key performance and customer metrics. Demand more from you’re your investment in talent management. Learn more from TalentKeepers.

Sponsors Continued


Twilio Website: www.twilio.com

Twilio is powering the future of business communications by enabling voice, VoIP, and messaging to be embedded into applications - existing or built new on Twilio. We virtualize all the infrastructure needed – hardware, software, carrier connectivity, and phone numbers – in a cloud-based, on-demand, global environment, exposed through a simple-to-use communications API platform. With Twilio, communications-enabled applications are simple to build and massively scalable, enjoy a high degree of flexibility with pay-as-you go pricing, and benefit from the reliability of the cloud and Twilio’s global connectivity. We focus on software people and help them solve users’ problems.

Universe Technical Translation, Inc. Website: universetranslation.comUniverse Technical Translation, Inc. has 33 years of service as a trusted partner of both corporate and government

clients from around the globe. Our professional over-the-phone interpreters, supported by state-of-the-art technology, are ready to assist your Customer Service Reps in securing excellent customer satisfaction ratings and the loyalty of your growing non-English speaking customer base. As a full-service agency, Universe is also the preferred one stop for - Document Translation, Audio/Video Transcription, Voice-Overs & Narrations, Website Localization, In-Person Interpretation, Language Classes, Cultural Consultations, and Bilingual Staffing. Whatever the need, our project management expertise is guaranteed to deliver the quality and efficiency you demand to maintain your industry leadership.

VOCALCOMWebsite: www.vocalcom.comVOCALCOM provides world-class Contact Center

Software Solutions. We proudly have an extensive worldwide client base in over 41 countries. Vocalcom’s Solutions include; ACD, IVR, Predictive Dialing, CTI, Scripting, Web chat, Social Media Integration, Video chat and multimedia communications under a fully web enabled architecture.Over 5,000 call centers and over 650,000 agents are using Vocalcom’s solutions features around the world. Vocalcom’s Hermes.Net is a web based application, providing all contact center functions from within a standard web browser. There is no software installation on individual workstations. If you are looking for a thin client call center solution for your remote or home agents or to replace complex legacy third party applications, Hermes.Net will be perfectly suited to answer all your contact center needs.

Sponsors Continued

VoiceBase Website: www.voicebase.com

VoiceBase provides advanced audio search for any call center application. The service is provided through a cloud based, on demand platform that allows simple API access at a price that is orders of magnitude more affordable compared to traditional solutions. Whether it is keyword spotting, script compliance, call tagging, PCI compliance, labeling, exporting the notes into a CRM application and more - VoiceBase can instantly add intelligence and automation to your business with no up front costs. VoiceBase already powers the automated search and discovery of millions of calls per month.

VoltDeltaWebsite: www.voltdelta.comVoltDelta is a cloud-based contact center

provider with 35 years of experience. We perform intelligent, data driven contact management to optimize your customer’s journey. VoltDelta rapidly tailors and integrates our multi-channel contact center solutions to enable you to increase revenue, boost retention and reduce operating costs with proven scalability and reliability. Our inbound and outbound offerings support virtual and geographically distributed contact centers and remote agents within a highly secure and compliant environment. VoltDelta’s service guarantee is backed by contact center and carrier experts who are dedicated to your success

World Connection Website: www.wconnection.netWorld Connection is a state of the art call center

located in Guatemala City, Guatemala. Our location Guatemala City, Guatemala has a significant advantage over other countries due to its privileged geographic location as a natural bridge between the Americas. We provide customer care solutions to various industries and verticals. We provide Bilingual English / Spanish customer care solutions to various industries and verticals. World Connection focuses on making sure that our agent’s utilization is used correctly to be profitable for our clients. Quality assurance, enthusiasm, customer service and numbers makes us different over other call centers. We create opportunities from our client’s need, focusing on our personalization culture to satisfy our clients based on their requirements. Visit www.wconnection.net for more information.

Ytel Website: www.ytel.comYtel is a full service telephone carrier and cloud contact

center provider, specializing in ACD, IVR, Predictive, Call Automation, and API integration. These Solutions are all backed by our industry leading network and SmartSupport™. When your business depends on uptime and accessibility, trust a real telephone carrier.

Zendeskwww.zendesk.comZendesk is a cloud-based customer service platform. It is designed to be easy to use, easy to customize,

and easy to scale. Our goal is to help bring companies and their customers closer together. We know that communication is the key to happy relationships, so we build software that makes customer conversations easy, personal and productive. Today more than 40,000 companies use Zendesk to provide service to more than 300 million people worldwide.

All of our sponsorship packages are customized to fit your current needs. Contact us today to discuss how we can build a package together that fits your strategic plan.

Simon CopcuttDirector of SponsorshipThe Future Contact Center Summit [email protected] 1-212-885-2771

Let’s discuss how to get you involved!

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Accommodation

Reservations Phone: 800-THE-OMNI (800-843-6664)

http://www.omnihotels.com/FindAHotel/OrlandoChampionsGate.aspx

Surrounded by 36 holes of championship Orlando golf, the Leadbetter Golf Academy World Headquarters and 15 acres of recreation, this four-diamond resort is one of the nation’s premier golf, meeting and leisure retreats.

Our Orlando resort accommodations, including 720 guest rooms and suites, as well as two- and three-bedroom villas are equipped with every modern convenience and a host of luxury amenities. In addition to walk-out golf, guests may choose to relax in our signature Mokara spa, dine in one of our five restaurants or enjoy 15 acres of pools and recreation activities including the 850-foot lazy river.

Scheduled shuttle transportation is provided to EPCOT and Disney’s Magic Kingdom® (The Walt Disney World® transportation center that accesses all Disney attractions) is provided four times daily - 24 hour advance reservations are required to reserve specific departure times. Please allow up to 48 hours notice for transportation that requires a chair lift or other ADA accommodation. See the Concierge for reservations (ext. 6506)

The resort is located just 25 minutes from the Orlando International Airport and 20 minutes from Universal Studios and SeaWorld.

Omni Orlando 1500 Masters Blvd, ChampionsGate, Florida 33896, United States

Phone: (407) 390-6664

Fax: (407) 390-6600

Website: http://www.omnihotels.com/FindAHotel/OrlandoChampionsgate.aspx

Group Rate: $245 plus 14% tax per night (resort fee has been waived for CCS attendees booking within the block*)

Please identify you are part of the CCS – Contact Center Summit group to ensure the special rate. Note that you are eligible for this rate three day prior and three days post the event based on availability. Please make your reservation before January 6, 2015 in order to ensure you are eligible for the group rate.

Reservations Phone: 800-THE-OMNI (800-843-6664)

Resort fee currently includes:

· In room high-speed and wireless Internet access

· Complimentary use of the health club

· Transportation to Disney theme parks (24 hour advanced reservations are required)

· Daily newspaper

· Complimentary local and 800# calls

· In-room coffee

· Evening turndown service (upon individual guest request)

· Use of all recreation activities including lazy river, pool, tennis, volleyball and basketball

Specific items are subject to change

Location & Lodging Information

Don’t wait until the last minute. Reserve your rooms as soon as possible!


Web: www.thefuturecontactcentersummit.com

Phone: 1.800.882.8684

Email: [email protected]

Please note: · All ‘Early Bird’ discounts require payment at time of registration and before

the cut-off date in order to receive any discount. · Any discounts offered (including team discounts) must also require payment

at the time of registration. · All discount offers cannot be combined with any other offer. · Please view our registration policy for full information about payment,

cancellation, postponement, substitution and discounts. · Please note discounts do not apply to CPP Training, 2015 recorded sessions

or solution provider pricing. · A $99 processing charge will be assessed to all registrations not

accompanied by credit card payment at the time of registration.

MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC * CT residents or people employed in the state of CT must add 6.35% sales tax.Team Discounts: For information on team discounts, please contact IQPC Customer Service at 1-800-882-8684. Only one discount may be applied per registrant.

Special Discounts Available: A limited number of discounts are available for the non-profit sector, government organizations and academia. For more information, please contact customer service at 1-800-882-8684.

Details for making payment via EFT or wire transfer:Bank Name: JP Morgan Chase & Co.Name on Account: Penton Learning Systems LLC dba IQPCAccount #: 937-332641ABA/Routing #: 021000021Reference IQPC: 10622.009

Payment Policy: Payment is due in full at the time of registration and includes lunches and refreshment. Your registration will not be confirmed until payment is received and may be subject to cancellation.For IQPC’s Cancellation, Postponement and Substitution Policy, please visit www.iqpc.com/cancellation

Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1-800-882-8684 to discuss your specific needs.

©2014 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham Act and common law principles

End User* Register by 10/17/2014

Register by 11/14/2014



Standard & On-Site

2 Day Pass $999 $1199 $1599 $1799 $1999

3 Day Pass $1899 $2099 $2499 $2699 $2899

4 Day Pass $2299 $2499 $2699 $2899 $3099

5 DAY PASS $2799 $2999 $3199 $3399 $3599

Focus Day $999

A La Carte (site tour, workshop) $549 each

What’s included? 2 Day Pass: 1/29-30

3 Day Pass: 1/28-30

4 Day Pass: 1/27-30

5 DAY PASS: 1/26-30

Cocktail Reception

Main Conference

Mobile App

Post-Show Access to Presentations

Choice of 3 Workshops

Focus Day

Customer Care Progression

CX Mapping Master Class

Evolution Stimulus

One Site Tour: SeaWorld or Walgreens

Package Options for Vendors & Solution Providers Register by11/28/2014


Standard & On-Site

2 Day Future Partner* $1784 $2124 $2379

2 Day Pass $2099 $2499 $2799

3 Day Future Partner* $2464 $2804 $3059

3 Day Pass $2899 $3299 $3599

4 & 5 Day Pass Reserved for end user practitioners only

Site Tour/Workshop $549 each

Group Discounts Save Save

3-4 15% 7-9 30%

5-6 20% 10+ 40%

3 Easy Ways to Register!

*IQPC reserves the right to determine who qualifies as an end user. Those who are categorized as vendors will be denied end user pricing.

*Future Partner Pass is for solution providers who are interested in becoming a future partner of the event. Attendees who purchase this pass will be required to meet with an event team member onsite. Meetings will be scheduled a few weeks prior to the event and the pass is reserved for organizations who have not sponsored an IQPC event. To see if you qualify, please email [email protected]

Pricing & Registration !!

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