SQM's Call Center Conference 2011 Agenda

SQM's 2011 Call Center Industry Conference Recognizing Award Winning Call Centers and Sharing FCR, Csat, Esat and Customer Retention Research and Best Practices

SQM's 13th Annual Call Center Industry Conference Dates: Thursday, November 17th, 2011 Location: Westin Harbour Castle, Toronto, Ontario

Call Center Industry Research - on First Call Resolution, Employee Satisfaction, Customer Satisfaction and Retention Performance (This session is for all attendees from the FCR Improvement Track and the Executive Track)Time: 8:00 to 10:00
*Presenter: Mike Desmarais, President and Founder, SQM* This presentation is based on SQM's benchmarking of over 450 leading North American call centers on FCR, Esat, Csat and customer retention. SQM's benchmarking study participants include organizations such as 33 Blue Cross Blue Shield Plans, Capital One, CitiFinancial, Discover Financial, GMAC, Marriott, MBNA, Rogers, Scotiabank, U.S. Bank and UPS. Specifically, SQM will share key research findings... VoC and VoE benchmarking comparison by industry and world class call centers Call center customer experience impact on company brand and loyalty High level and detailed FCR, Esat and Csat ratings Amount of revenue call centers protected and lost Unresolved calls impact on operating costs Top 5 repeat call reasons and their improvement opportunity for financial savings Targeted opportunities for reducing repeat calls Operational benchmarking data for over 45 metrics
	FCR Improvement Track	Executive Track (by invitation only)
10:30AM - 3:30PM	FCR Improvement Workshop (This workshop is designed for all those who want to gain new skills and a proven process for effectively utilizing customer feedback to improve processes, procedures and technology, in order to improve FCR.) Facilitated by: Sarah Kennedy, SVP, SQM FCR Improvement Workshop... By attending this workshop attendees will gain new skills and a proven process for effectively utilizing customer feedback to improve process, procedures and technology, in order to improve FCR. Specifically, attendees will learn how to use SQM's Repeat Call Reduction IDCA Improvement Cycle process for identifying repeat call reasons that need to be improved, developing and presenting solutions for reducing repeat calls, checking to see if the test pilot implemented has reduced repeat calls and acting to achieve the greatest benefit from reducing repeat calls for entire call center.	Customer Experience Research and Best Practices Session (This session is designed for Senior Executives who want to learn more about SQM's ground-breaking research on how first call resolution impacts company brand, customer experience, loyalty and Moments of Truth best practices for ensuring positive memorable customer experiences. Limited to 15 Senior Executives by invitation only) Facilitated by: Mike Desmarais, President and Founder, SQM Executive Session Topics... Ground-breaking research on how FCR impacts call center customer experience, brand and loyalty Who and how customers inform others about their call center experience Customer service vs. customer experience Defining what a positive memorable customer experience is Using Moments of Truth best practices for ensuring positive memorable customer experience Measuring call center customer experience Negative and positive feelings associated with customer experience Importance of the vision, mission and customer experience statements Bonus and recognition programs that support the customer experience concept Technology enablers that support the customer experience concept
Lunch: 12:00 to 1:00
	SQM Call Center Industry Awards, Dinner and Entertainment
5PM - 11PM	This is SQM's 13^th Annual Most Prestigious North American Call Center Industry 2011 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 and Employee Satisfaction Certified World Class Call Centers, Supervisors and CSRs CSR of the Year and Top 10 Finalist CSR Awards Supervisor of the Year and Top 5 Finalists for Supervisor Awards Call Center of the Year Award This year's event features a fabulous 3 course dinner paired with world class wines and includes fabulous entertainment... Cocktail hour from 5:00 to 6:00 Dinner and Awards presentation from 6:00 to 9:00 Dancing from 9:00 to 11:00 (DJ mix master) The entertainers this year will be Divas Las Vegas. Sneak preview at: http://divaslasvegas.org/ DJ Discretion. Sneak preview at: Sneak preview at: http://www.getyourmindrightradio.com/ (Formal Business Attire Requested) Award acceptance photo prints available at event.

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