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LOMA
Contact Center Workshop
Fall 2006 Program
October 25–26, 2006, Savannah, Georgia
Continental
Breakfast 7:45 A.M. – 8:45 A.M.
General
Session 8:45A.M. – 9:45 A.M.
Attaining and Maintaining an Award-Winning
Call
Center
Jeff Anderson, Director, Call Center Operations, Hartford Life
Kim Cowan, Assistant Director of Customer Service, Hartford
Life
Hartford
Life is recognized as a leader in many aspects of the insurance industry
including customer service and call center operations. Developing and
maintaining an award winning call center is not an easy feat and requires
dedication and support from throughout the organization.
Cowan will provide insight on what it takes to build and maintain
an award winning call center.
Interactive
Discussion Session 1
10:00
A.M. – 11:30 A.M.
Concurrent Sessions, please
select one
1A:
Compliance & Privacy
Issues
Facing
Contact
Center
Personnel
Companies today are faced with a long list of compliance and privacy law
issues and concerns. Not only
do companies have to worry about angering customers, but they must also
take into account possible lawsuits, government fines and identity theft
prevention. Be prepared to
discuss how your company is dealing with compliance and privacy issues.
1B:
Improving Morale & Preventing Employee Burnout
The stress often associated with a call center representative’s job
often leads to low morale, burnout and, eventually, high turnover.
Share ideas on ways of improving morale and preventing burnout by
improving working conditions, establishing incentives and providing a
career path for your reps. Learn how to prepare your staff for the new
skills and performance standards expected in the contact centers of today.
Attendees should be prepared to discuss how to maintain morale during
mergers and downsizing.
1C:
Best Practices in
Call
Center
Management
Best practices may be defined as those practices that an organization may
consider as their greatest attribute.
Most successful call centers follow a certain set of practices that
maximize productivity, customer loyalty and employee satisfaction.
Attendees should be prepared to discuss their call center’s best
practices that optimize performance and service.
11:45
A.M. – 1:00 P.M.
Lunch Provided for Conference Attendees
General
Session 1:00 P.M. – 2:00 P.M.
Call Monitoring: Can You Do It More Effectively and Less
Expensively?
Miriam Nelson, Ph.D., Senior Vice President,
Call
Center
Performance Practice, Aon Consulting
Call
Monitoring is among the many challenges and potentially expensive
practices undertaken in a call center.
It is also one of the most important as the goal is to improve
agent performance, identify training needs and obtain a quality metric for
each associate. In this
session, Nelson will provide insight into overcoming the challenges of
developing an effective and efficient call monitoring program.
Interactive
Discussion Session 2
2:15
P.M. – 3:30 P.M.
Concurrent Sessions, please
select one
2A: Contingency and Business Resumption Planning
Tornados, earthquakes, terrorist attacks, floods, power outages that may
last for days; theses are just a few of the scenarios that face companies
today as they prepare contingency and business resumption plans.
What actions is your company taking, if any, to ensure that
business goes on in the wake of a disaster or public health emergency?
Be prepared to discuss the practices, technology and training your
company is employing to prepare for the foreseen and unforeseen
disruptions in your operations.
2B:
Managing Difficult Employees While Rewarding Outstanding Performers
Properly managing the factors that affect employee performance is vital to
the quality of service you can deliver. Gain insight on how to deal with
problematic employees while keeping your stars motivated. Discuss stifling
bad influences, turning the negative into the positive, when to terminate
difficult employees, maintaining staff morale and other related topics.
Learn about ways to motivate for performance with non-monetary rewards,
dispelling false rumors, promoting from within the department, and guiding
staff members through alliances, mergers, acquisitions, downsizing and
other transitions.
2C: Call
Monitoring & Coaching
You’ve hired the best possible candidates for your contact center. Now
what? Discuss how a quality monitoring program in fits into an overall
call center strategy and innovative ways of developing staff through
various coaching and training methods. Also learn what technologies and
techniques other organizations are using to monitor and record phone calls
and how those calls are being used in the coaching process. Share
effective ways of providing feedback to CSRs from monitoring and the
impact your monitoring program has on service levels.
3:45
P.M. – 4:45 P.M.
Concurrent Sessions, please
select one
3A:
Leadership – Making the Transition From Team Member to Team Leader
You worked hard, paid your dues and you have finally been promoted to a
leadership position. Now what?
In this interactive session, participants will share insight on
what they believe makes an effective leader. Learn how others handle the
changes in relationships with co-workers who now report to them. Discover
what issues others have faced during this transition and how they have
achieved balance and enhanced the working relationships. Be prepared to
share how you have made the transition and what worked and didn’t work
along the way.
3B: Measuring the Metrics
It has been stated before that you can’t manage what you don’t
measure. Using metrics to measure productivity is the first step to
increasing it. Attendees will talk about the most critical measures of
call center and CSR performance, how to calculate those numbers and what
to do with the data. Discuss how to balance productivity and quality, as
well as create highly visible metrics that drive the CSR’s improvement
process. Learn what can be gained from individual metrics, and how to
integrate key metrics to increase customer satisfaction and customer
loyalty. Discover how to use key metrics to train, motivate, improve and
retrain employees.
Networking
Reception 5:30 P.M. – 6:30 P.M.
Thursday,
October 26, 2006
Continental
Breakfast 7:45 A.M. – 8:45 A.M.
General
Session 8:45 A.M. – 9:45 A.M.
Hiring Practices and Selection Tools
Barbara LoRusso, Manager, Human Resources Solutions
Without
the right staff in place, it is difficult for an organization to achieve
customer service excellence. Valid hiring practices and selection tools
may be the first step in getting the right staff in place. LoRusso will
uncover some of the methodology that assists carriers in hiring candidates
who will most likely fulfill their service goals. Also provided will be
insight into how this process works as well as reminders of the importance
in getting the right people into the right jobs.
Interactive
Discussion Session 4
9:45
A.M. – 10:45 A.M.
Concurrent Sessions, please
select one
4A:
Hiring, Staffing & Workforce Management
A significant challenge in a call center is reducing the employee
turnover rate. To counter the
turnover rate, hiring employees who will stay with your organization is
critical. Excellent phone skills are no longer the complete definition of
a successful CSR. Today’s reps need excellent written and verbal
communication skills, advanced product knowledge and computer skills.
Discuss selection tools that work, the questions to ask during an
interview, and how to find, hire and retain the best reps.
4B:
Emerging Technology
Technology is one way to move your call center to a new level. Call
centers are transforming into multi-media customer contact centers and
distribution channels driven by new and innovative technologies. Discuss
how to choose and implement the right tools. Be prepared to share insight
on the one technology tool you would like to have or the one technology
solution that provided the biggest “bang for the buck”.
General
Session 11:00 A.M. – Noon
Agent Assisted IVR: Self-Service Guaranteed
Llance Kezner, Vice President, Spoken
Communications
While an Interactive Voice Response
System is intended to be self-service, far too many callers opt out of the
system to the more expensive channels. Similar to monitored
self-service facilities in retail locations and airline check-ins, it is
possible to provide assistance to your customers using the IVR to make
self service truly self-service. Kezner will provide insight into how this
practice may be employed and the benefits of providing agent assistance to
the callers to your IVR.
Noon:
Conference Adjourned
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