Call Center Conference Sessions

Session 103: Riding the Wave of Customer Experience: Moving from Firefighting to Delivering Psychic Pizza

Tuesday, June 15, 2010 11:00 AM - 12:15 PM
Level: Intermediate

All too often managers misallocate resources based on several false assumptions, leading to a chaotic, reactive, “firefighting” approach to service. This compelling session will describe the five myths you must reject to become a strategic player, and introduce a new framework for moving from firefighting into a preventive approach to service. In doing so, it will map a path for becoming the Chief Customer Officer and reducing contacts by as much as 30 percent. You’ll also learn how to define and measure being “easy to do business with,” and how such metrics can make a compelling business case not only to the CFO, but also to the CMO and head of Risk. Strategies will be illustrated through case studies from Whirlpool, U.S. Green Building Council, HP, Chick-Fil-A and AAA.

John Goodman

TARP Worldwide
Vice Chairman

John Goodman received a B.S. in chemical engineering from Carnegie Mellon University and an M.B.A. from Harvard Business School. His book, Strategic Customer Service, was published by the American Management Association in April 2009.

Mr. Goodman was a cofounder of TARP in 1971. He has managed more than 600 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; Business Week credits him with instigating creation of the GE Answer Center and the use of toll free telephone and web self service systems by hundreds of major corporations. In addition, he has developed frameworks for building and assessing Voice of the Customer processes in B2B and B2C environments.

He has taught service quality and service reengineering courses at Wharton Business School's executive education program. He has appeared on “Good Morning America”, the ABC Evening News, and as a panelist on PBS.

Session 105: The Importance of Emotional Intelligence

Tuesday, June 15, 2010 11:00 AM - 12:15 PM
Level: All

If they had no choice, why would anyone follow you? This session delves into the importance of emotional intelligence, its competencies, and what can stop any of us from displaying great leadership. It’s easy to forget the power, responsibility, authority and weight we carry in our roles as leaders and managers. Ultimately the only way to affect change is to change ourselves. You’ll leave this session invigorated with a new understanding of how the brain and emotions work, the law of hardwiring, and how to begin to manage your emotions and greatly impact those of others, to create a more productive work environment.

Deborah Monroe

Ignite Achievements Int'l, Inc.
President

Deborah Monroe is currently one of 18 Master EQ Practitioners in the world through the Global EQ Community of 6 Seconds. She is also an associate with IOP (Institute for Organizational Performance) and a faculty member of HDI. Working with all levels of executive leadership, management and individual contributors, Deborah concentrates on integrating humans and process for a balanced working environment. Her aim is to build understanding and empathy creating a positive bottom line through employee and customer retention. Executive and personal life coaching remains one of Deborah’s areas of expertise. Her clientele range from the entertainment industry to corporate environments.

Session 203: The J.D. Power Top 25 Call Center Brands: How #1 Ranked USAA Wows Its Members (Case Study)

Tuesday, June 15, 2010 2:15 PM - 3:30 PM
Level: All

In this enlightening session, J.D. Power and Associates will unveil its top 25 call center brands and discuss top five drivers of customer satisfaction across multiple industries, based on their “Voice of the Customer” data from over 600 companies. With this information as the backdrop, you’ll hear what the top performing brand overall, USAA, does to execute against these drivers both strategically and tactically. Learn philosophies, success strategies and innovative practices that can help your customer care organization achieve new levels of customer satisfaction. This is a unique opportunity to get a behind-the-scenes look at what USAA – a legend in the customer care industry – actually does operationally to create a consistently superior service experience for its members across the globe. You’ll walk away with the knowledge to prioritize your strategic activities by focusing on what customers value most, and insight into how a leading organization makes this happen.

Leonard Hambrick

USAA
Vp; Contact Center Mgmt.

Leonard E. Hambrick is Vice President of Contact Center Management. In this position, he leads several functions including 3rd Party Call Center management, Call Center Technology projects, enterprise scheduling, enterprise planning, customer care strategy and call center intraday management.

Prior to joining USAA in 2006, Len was Vice President of Mergers and Integrations for managed care giant UnitedHealth Group. Preceding that, he was Vice President of U.S. Customer Service for UnitedHealth Group. Len also has held various Vice President level operations positions with Michigan Bell Telephone, Ameritech (regional Bell holding company) and SBC.

Len holds a B.S. in Management from Jackson State University and a M.S. in Management and Policy from Carnegie Mellon University where he was an Alfred P. Sloan Foundation Graduate Fellow.

Mark Miller

J.D. Power and Associates
Senior Director, Certifications & Solutions

Mr. Miller has over 15 years of consulting experience for B2B and B2C clients and began his career with J.D. Power and Associates in 2000. Mr. Miller currently leads the following programs: Certified Call Center, Certified Technology Service and Support, Distinguished Insurance Agency Program and directs performance improvement consulting engagements for J.D. Power and Associate’s non-automotive sectors.

Mr. Miller consults with executives across multiple industries to help improve performance. Mr. Miller acts as executive sponsor on contact center consulting initiatives for J.D. Power and Associates, and has recently been engaged to affect contact center improvements at a leading wireless company, the largest telecommunications company in Italy, a top-five insurance company and a top-performing utility.

Prior to joining J.D. Power and Associates, Mr. Miller ran nationally recognized contact center operations supporting sales, customer service and technical support functions. Mr. Miller authored the Dell Direct Sales Call Model, the Dell Direct Coaching Model and served as a National Sales Trainer for Dell instructing sales representatives and management on sales and coaching strategies. As the National Director of Operations for a large technology manufacturer and distributor, Mr. Miller was responsible for their Sales, Customer Service and Technical Support operations. Mr. Miller later directed the sales operations for Power Computing Corporation, the fastest computer company to reach $400,000,000 in sales.

Mr. Miller has had a distinguished career in management and contact center consulting inside and outside of J.D. Power and Associates where he has worked with small, medium and F500 clients in over a dozen industries to improve sales, customer service and technical support operations.

Mr. Miller has a bachelor’s degree in Journalism from The University of Texas at Austin, was selected as a member of the Alpha Sigma Nu Honor Society, and graduated with honors with a Masters of Business Administration in Marketing from Regis University.

Session 303: How Every Call Center Must Evolve to Serve Today's Always-On Customers

Tuesday, June 15, 2010 3:45 PM - 5:00 PM
Level: All

Customer expectations are changing rapidly, as social media, mobile communications, and broadband services become pervasive. How do contact centers need to develop and change in order to meet the needs and expectations of today’s always-on customers? How are the best organizations upgrading their strategies and operations to successfully tackle this challenge? How will performance objectives change? What priorities are most important in this evolution? Join Brad Cleveland as he lays out a road map for meeting this challenge – and positioning your contact center for the next era of service delivery.

Brad Cleveland

ICMI
Senior Advisor And Former President/ceo

Brad Cleveland has been a tireless innovator of and passionate advocate for highly effective customer contact and support services for over two decades. Current Senior Advisor to and former President/CEO of the International Customer Management Institute (ICMI), now part of Think Services, Brad has worked with organizations ranging from small startups to national governments and multinational corporations, and has delivered keynotes, training and consulting services across 45 states and in over 60 countries. He has appeared in publications ranging from The New York Times to The Wall Street Journal, as well as on major television networks, NPR’s All Things Considered, and the in-flight programs of several airlines. Brad is author/editor of eight books, and recipient of an Amazon.com best-selling award for his book, Call Center Management on Fast Forward. He produces ICMI’s Global Report on Call Center Practices (www.icmi.com) and his blog is available at www.bradcleveland.com.

Session 403: Perception is Reality: Repositioning the Value of the Call Center

Wednesday, June 16, 2010 11:00 AM - 12:15 PM
Level: All

A recent survey found that fewer than 5 percent of organizations fall into the category of providing “world-class” service, and far too many are substandard. The internet has made every company’s service abilities transparent, and customers know they’re in more control than ever before. The contact center is on the front-line of the customer service battle, and moving the organization’s mindset to focusing on “world-class” is becoming a requirement for survival. By incorporating examples from companies that have made the leap, this informative session will relay the best ways to get all levels focused on what really matters. You’ll learn how to elevate the perception of the contact center, and reinforce the concept that every contact provides an opportunity to deliver better ROI. Join Tim Montgomery as he shares what he's experienced in working with some of the world’s most celebrated service organizations.

Tim Montgomery

The Service Level Group
Principal

As a seasoned industry executive, popular speaker and highly regarded consultant, Tim Montgomery has guided thousands of contact center agents and leaders to improve individual and team performance, and exceed operational objectives. Tim is part of an elite group of independent consultants who have earned a certified associate designation from the International Customer Management Institute (ICMI). He is also a professional member of the National Speakers Association (NSA).

During his career, he held a variety of leadership positions – everything from Call Center Manager to Vice President of Sales and Operations. Tim’s contact center leadership experience was fine-tuned by leading contact center and customer service operations for three of the most celebrated companies in the world – USAA, The Coca-Cola Company and The SCOOTER Store. His consulting clients have included some of the most recognized organizations in America – DELL, AIG, Lifetouch, ADP, Mitsubishi, Farmers Insurance, Allstate, Kodak, Liberty Mutual, Cinergy, Gartner Group, Amerigroup, Prime Therapeutics, Sykes, Prudential and many more.

Tim has written articles and whitepapers on a variety of management, customer service, and contact center topics. His work has been translated into several languages and featured in many global publications, industry journals and position papers. Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio and a Lean Six Sigma Certification from Villanova University.

Session 406: Shift Your Culture and Move Beyond Service to Great Customer Experiences (Case Study)

Wednesday, June 16, 2010 11:00 AM - 12:15 PM
Level: All

A few years ago, Northwestern Bank implemented a new "I can do that!" culture, focused on their belief that success is not all about having the highest CD rate or lower lending rate, or having a huge array of complex products; rather, it is about how you take care of customers! By embracing and delivering on this culture, Northwestern improved their market position from fifth to second, truly exemplifying the story of “Good to Great.” In this inspiring session you’ll hear how Northwestern made this leap by empowering staff at all levels and in all areas to hug their customer daily, whether they are internal or external customers. And you’ll learn how to evaluate your culture, empower your staff, and keep a culture alive through rewards and recognition.

Sherry Steffen

Northwestern Bank
AVP, Customer Service Center

Sherry Steffen is Assistant Vice President and Manager of Northwestern Bank’s Customer Service Center, headquartered in Traverse City, MI. In addition to managing call center staff, Sherry is an expert on the bank’s “I can do that!” customer service culture. (Northwestern’s marketing director refers to her as “our secret weapon.”) Her leadership in project work with vendors such as Jack Henry, Digital Insight, Deluxe, Informa Research Services and Fidelity Information Services has resulted in numerous technological enhancements for Northwestern Bank and its customers. Sherry continues to keep her company and her team on the cutting edge of bank technology while providing award-winning customer service. Sherry participated in the 2009 ICMI Executive Roundtable, is a member of Rotary Club of Elk Rapids, MI and holds a Master Platinum Award from the Michigan Association of School Boards.

Northwestern Bank was chartered in 1955 and is now the largest independent community bank in northern Michigan. A growing financial institution with over $900 million in assets, the bank is one of the leading mortgage, consumer, and commercial lenders in the region. Based in Traverse City, Northwestern Bank offers complete banking, investment and trust, and employee benefit services from 27 offices throughout northern Lower Michigan. Northwestern is well-known for its “I can do that!” approach to service, which empowers employees to make decisions on the spot to meet customer needs and exceed their expectations.

Session 503: Customer Satisfaction is DEAD: Creating a Continuous Improvement Program that Delivers What You Really Need! (Case Study)

Wednesday, June 16, 2010 2:15 PM - 3:30 PM
Level: Advanced

The pursuit of customer satisfaction and loyalty through continuous improvement programs is high on most contact center agendas, yet fewer than 25 percent of enterprises have institutionalized a successful customer satisfaction measurement and management system that works. Why? Simply put, they are not measuring what organizations think they are measuring. An effective, useful CSAT program must contain a component that measures and monitors the values of its users – a measurement of customer focus. In this session, MetricNet will share empirical data from more than 1,300 benchmarks that illustrate a world-class approach to implementing an effective continuous improvement program that works. You’ll get invaluable tips on world class strategies for maximizing customer enthusiasm and measuring the voice of your customers.

Eric Zbikowski

MetricNet
Managing Partner

Eric Zbikowski is a co-founder and Managing Partner at MetricNet, LLC – the premier provider of performance metrics, benchmarks, performance reports, and scorecards for corporations worldwide. There, he oversees all of worldwide sales, marketing and operations, and assists in the direction of MetricNet’s global enterprise. Mr. Zbikowski is a knowledgeable leader with nearly 15 years experience in operational management, customer service and performance benchmarking.

Previously, he was The Director of Operations, Worldwide Sales and Services at MicroStrategy - a leading enterprise software company. There, he ran worldwide sales operations and assisted in the execution of an overall sales strategy. Prior to that, he was Director of Sales and Marketing at The Corporate Executive Board - a global research firm focusing on corporate strategy for senior executives. Previously, he was a Vice President of Consulting at META Group - a leading information technology research and advisory services firm, where he helped create and launch META Group’s Call Center Benchmark for Energy Utilities and fulfilled numerous help desk, call center and customer satisfaction engagements for Fortune 2000 companies. Prior to joining META Group, Mr. Zbikowski worked at The Bentley Group, A TSC Company, where he managed and directed the Information Services Division, focusing primarily on customer satisfaction, competitive analysis and performance benchmarking. Mr. Zbikowski also spent 3 1/2 years at Gartner Group, where he was well-published in performance benchmarking. There, he served as a regular speaker at conference seminars and co-created/launched a quality-management, customer-satisfaction benchmarking service used by CIO’s of Fortune 500 companies.

Mr. Zbikowski is also extensively involved in the community and is Co-Founder and Vice Chairman of The Board and Chairman of The Development Committee at The Computer Corner, a nonprofit community technology center in Washington DC. The Computer Corner continues to be rated “one of the finest small charities Greater Washington has to offer” by The Catalogue for Philanthropy. Mr. Zbikowski graduated cum laude in Economics from The Wharton School at the University of Pennsylvania, with a dual concentration in entrepreneurial management and marketing.

Session 603: Achieving Magic Through Holistic Performance Management

Wednesday, June 16, 2010 3:45 PM - 5:00 PM
Level: All

In this information-packed session you’ll hear the latest research from Bright – based on annual reviews and benchmarks of over 100 European contact centers – on how performance, employees and customer satisfaction drive each other. Learn what the most relevant areas are to measure, and manage, and why (you may be surprised), and gain insight into how these areas drive each other. Find out how you can set a minimum service level without affecting customer satisfaction. Get ideas on measuring effective (not just efficient) agents. Hear about (often counter-intuitive) findings around what actually affects customer satisfaction. You’ll leave with access to a range of tools that will take the pain out of your everyday work.

Mats Rennstam

Bright UK Ltd

Mr. Mats Rennstam has 20 years experience from the contact centre and research industry, working all over Europe in director roles at companies such as Frost & Sullivan and Teleperformance. He became a partner in Bright 2004, founded Bright UK in 2006, is a regular keynote speaker and member of the CCA’s Research Council. Swedish by origin Mr Rennstam is based in London since 1998. Bright is a leading independent customer management consultancy that also produces the benchmarking survey Bright Index®. Bright Index delivers key performance indicators of contact centres in different sectors from all over Europe. The results form a platform for participants’ target setting and improvement plans. Together with their employee and customer satisfaction measuring, Bright can further show how the three areas drive each other and how to balance them to achieve optimum overall performance.

Session 605: 25 Cost Reduction Opportunities for Your Contact Center

Wednesday, June 16, 2010 3:45 PM - 5:00 PM
Level: Beginner

If cost reduction, cost avoidance, cost containment or revenue-to-contact improvement are on your contact center agenda for 2010, you’re in good company. Funding is harder to come by for new projects, and existing budgets are getting slashed to meet business mandates. In the recent past, many companies invested significantly in contact center technology to gain a competitive edge. Now an important step to realizing the greatest return on investment is to optimize the contact center by analyzing your customer’s experience and your center’s performance. Learn how to balance the common key business imperative to reduce costs while simultaneously improving relationships with existing customers, and providing additional services to attract new ones. This session will focus on areas that require minimal or no initial capital expenditure outlay.

Robert Lamb

AT&T Consulting Solutions, Inc.
Manager of Systems Integration

Robert Lamb is the Director and Practice Lead for AT&T Consulting’s (formerly Callisma) Contact Center practice, which provides consulting services regarding customer contact analysis, contact center technology and application development. Robert provides contact center thought leadership and support in transforming contact center systems and solutions for AT&T and it’s most significant customers.

Robert specializes in applying convergence technology to the design of virtualized contact centers to optimize the customer experience. He has developed and delivered business strategy consulting for implementing virtual contact centers and optimizing enterprise-wide performance of the contact center specifically to meet the client’s business needs. In addition, he holds technical certifications for designing, implementing, integrating and developing applications for Internet Protocol (IP) and traditional Time Division Multiplex (TDM) telephony and contact center technologies for ACD, IVR, CTI and multi-channel contact support for Cisco, Avaya, Nortel and Genesys.

Robert Lamb has 23+ years of experience in the strategy, design and development of optimized contact centers around the globe. He has consulted to over 1,400 customers and created contact center architectures which have been implemented for over 150 clients globally. Robert’s consulting client list includes organizations such as AT&T, GEICO, DISH Network, Ford Motor Company, Best Buy, General Motors, Lexmark, US Army and Air Force Exchange Service, Cancer Treatment Centers of America, Dow Jones & Co., Esurance, Qatar Telephone, International Hotels Group, Travelocity, West Interactive, Trinity Health Care, Zurich Financial Services, Recall Inc., CareCore National, Cardinal Health, Discover Financial Services, State Street Financial Services, CVS Pharmacy, Farmer’s Insurance and the US Dept. of State.

Robert has received multiple industry recognitions and corporate achievement awards including AT&T’s President’s Club and is a member of several contact center industry and philanthropy organizations. He is also a member of AT&T’s Speaker’s Bureau and regularly presents at industry conferences and trade shows.