Call Center Industry 2010 Conference
HomeAbout 2010 ConferenceAgendaEntertainment & SpeakersHotelRegistration
   
Email this to a friend Print this page Bookmark this page Download this PDF Share this post on LinkedIn Share this post on Facebook Share this post on Twitter

2010 SQM Call Center Conference Agenda
Recognize award winning call centers and hear their success stories for improved and World Class FCR, employee satisfaction and customer satisfaction performance.

This is SQM's 12th Annual Call Center Conference.

Dates: Wednesday, November 17th, Thursday, November 18th, 2010
Location: The Fairmont Royal York, Toronto
SQM Conference Workshop
Wednesday, November 17th
1:00 - 5:00 Workshop - SQM's Survey Web Portal Reporting Tool
SQM Workshop Leaders: Charlene Hutchison, Client Services Support Manager and Lara Pow, VP of QA & Analytics
This workshop is designed for SQM tracking clients only

This workshop is designed for individuals who are responsible for the SQM relationship and/or conducting analytical assessments or reports.

How to Optimize Your Use of SQM's Survey Web Portal Reporting Tool
  • Navigating the web portal
  • Password and user ID security practices
  • New reporting through the web portal
  • New uses of SQM's text analytics technology
  • Upcoming changes (learn about future SQM customer & employee survey web portal advancements)

SQM Conference Tracks
Thursday, November 18th
Thur, Nov. 18 Supervisor Track Management Track Executive Track
(by invitation only)
8:00 - 8:30   Continental Breakfast  
8:30 - 10:00 Supervisor Session - for SQM's Survey Web Portal use

Presenter: Sarah Kennedy, SVP, SQM

This session is designed for supervisors to learn best practices for coaching their CSRs on improving their call resolution and Csat performance using SQM's survey web portal reports such as...

  • Traditional vs. VOC Coaching
  • VOC CSR Coaching Model
  • World Class Call Service Delivery
  • VOC Survey Coaching
  • 4 Stages of FCR/Csat Performance Denial
 World Class Call Center - Best Practices for Improving Your First Call Resolution, Employee Satisfaction and Customer Satisfaction Performance
(This session is for management and executives)

Presenter: Mike Desmarais, President and Founder, SQM

This presentation discusses Mike's book, World Class Call Center, which is based on SQM's benchmarking of over 400 leading North American call centers on FCR, Esat and Csat. Call centers included in our benchmarking study are Marriott, 33 Blue Cross Blue Shield Plans, Capital One, Canadian Tire, TD Canada Trust, Scotiabank, Royal Bank, MBNA, CitiFinancial, Discover Financial, US Bank, Sun Life, Rogers, etc.

  • New and historical data from SQM's benchmarking study on measuring and managing FCR, Esat and Csat
  • Best practices for improving FCR, Esat and Csat
    Book Purchase
10:00 - 10:30   Coffee Break  

  Supervisor Track Management Track Executive Track
10:30 - 12:00 Supervisor Session Continuation

Presenter: Charlene Hutchison, Client Services Support Manager

  • CSR VOC Dashboard Reports
  • VOC CSR STAR Coaching
  • CSR KPI Ranking Report
  • CSR Coaching Time Tracker
  • CSR VOC Performance Improvement Plan
 Improving FCR Best Practices - LoyaltyOne - The Air Miles Group, a winner of 2009 FCR Improvement Award

Presenter: Fawzia Drakes

Lessons Learned from Implementing Csat surveying at a CSR quota - Blue Cross Blue Shield of Kansas, the winner of the 2009 Highest Csat Award for the health care industry

Presenter: Jeanie Schuler

Executive Group Discussion (only 10 SVPs will be invited to this session)

Facilitated by: Mike Desmarais President and Founder, SQM and Sarah Kennedy, SVP, SQM

  • Determining and managing call center primary purpose
  • Senior management champions of maintaining or improving Csat & call resolution
  • Senior management demonstrating call center value to their organization president
12:00 - 1:00   Lunch  

  CSR & Supervisor Track Management Track Executive Track
1:00 - 2:00 World Class CSR & Supervisor Track - the power of the frontline


Call Center Industry FCR, Esat & Csat Performance

  • New and historical data from SQM's benchmarking study
  • Proven success factors for driving Csat & call resolution

Presenter: Kevin Greaves, VP, SQM 		Providing World Class Csat in a High Call Complexity Call Center - Rogers Business Support Group, a Certified world class Csat call center

Presenter: Kant Trivedi 		Executive Group Discussion Continuation

  • How to determine who owns the customer primary relationship
  • Best practices for managing call escalation
  • What are the most important call center metrics
2:00 - 2:30   Coffee Break  
2:30 - 4:00 Talk show session - with the 2008 & 2009 CSR and supervisor of the year winners

Moderator: Julie Shields, Client Services Manager

Leveraging your world class Csat performers - VSP winner of 2008 & 2009 Call Center of the Year Award

Presenter: Kim Hayes 		So what does FCR have to do with Employee Satisfaction anyway? - Arizona Public Service, winner of the 2010 Highest Csat and Esat for the Energy industry awards

Presenter: Denise Hutchinson

Key Lessons Learned from Management Track

Moderator: Kevin Greaves, VP, SQM
  • Using concierge service to differentiate your service
  • What is the best call center structure (i.e., specialization or generalization)
  • Bonus and recognition best practices to improve FCR, Esat and Csat performance
  • What are the FCR technology enablers

Thur, Nov. 18 SQM Call Center Industry Awards Dinner Agenda
5:00 - 9:00

Note: reception will start at
5:00 pm and dinner at
6:00 pm 		This is SQM's 12th Annual Most Prestigious North American Call Center Industry 2010 Awards for Service Quality Excellence - as judged by customers who call the call center and by employees who work in the call center. SQM will be presenting Service Quality Excellence Awards and Certificates in the following categories...
  • Call Center Customer Satisfaction Awards
  • Call Center Employee Satisfaction Awards
  • Certified World Class Call Center Awards & Certificates
  • Certified World Class Customer Representative Certificates
  • Certified World Class Supervisor Certificates
  • Customer Service Representative (CSR) of the Year and Top 10 Finalist CSR Awards
  • Supervisor of the Year and Top 5 Finalists for Supervisor Awards
  • CSR Top 10 Improvement Awards
  • Supervisor Top 5 Improvement Awards
  • Call Center of the Year Award
This year's event features a fabulous 3 course dinner paired with world class wines and also features fabulous entertainers:

Johnny Bagpipes - More than just plaid, Johnny "Bagpipes" Johnston delivers his hilarious comedy performance with a Scottish twist that bowls audiences over. Where Rock & Roll collides with the pipes, you'll find Johnny. From appearances at Caesars Palace and the Freemont Street Experience in Las Vegas, to opening shows for Wide Mouth Mason, Kansas, 54/40 and Rich Little, Johnny serves up good natured laughs for audiences from all walks of life. Check out his video on youtube.

Brian Roberts - Brian is an expert coin magic performer who has dazzled and amazed audiences around the world. His magic will definitely be a highlight. Watch one of his youtube videos here.

Special Performance - Don't miss SQM singing their version of the Beatle's classic hit "First Call Resolution" as well as Tina Turner's classic hit "Simply The Best".

Also there will be immediate award acceptance photos available, and much more.

(Formal Business Attire Requested)

About Us   |   Contact Us   |   Site Map   |   Terms of Service   |   Privacy Policy