Conference & Awards Video
CSR Appreciation Video
Conference Registration

Dates: Tuesday, May 2nd to Thursday, May 4th, 2017
Location: Sparkling Hill Resort, Vernon, BC, Canada

Click here to view the Agenda PDF

Customer Experience Research & Best Practices Conference

Agenda Overview
Tuesday, May 2nd – Day 1 Customer Experience Research & Best Practices
Time Location Details
8:00 am – 12:00 pm Sparkling Hill Lobby Registration
SQM cordially welcomes guests to the beautiful Sparkling Hill Resort. Conference attendees can pick up registration packages, coordinate activities, and sign up for tours.
12:00 pm – 1:00 pm PeakFine Restaurant Buffet Lunch
Appreciate the finest and freshest ingredients the Okanagan Valley has to offer while taking in the stunning lake and mountain views from the PeakFine dining room.
Session 1:
1:00 pm – 3:00 pm
Session 2:
3:00 pm – 5:00 pm
SQM’s New VoC Research Center SQM VoC Research Center Tour
Come see SQM’s brand new facility, which opens in January of 2017.
Staggered groups to be taken on buses throughout the afternoon for a tour of SQM’s state-of-the-art VoC research center facility.
1:00 pm – 6:00 pm
Exhibitor Spotlight 1:
2:00 pm – 2:20 pm
Exhibitor Spotlight 2:
3:30 pm – 3:50 pm
Fireside Lounge Exhibitor Introduction
Come to the Fireside Lounge to view the showcase of exhibitors. The Exhibitor Spotlight is a very short 20 minute tour hosted by SQM. Each exhibitor will introduce themselves and explain how they help their clients improve FCR and OCR. SQM will serve simple refreshments and snacks.

From 4:00 pm to 6:00 pm, each exhibitor will feature a wine from one of the many wineries in the Okanagan Valley, known as the “Napa Valley of the North”.

6:00 pm – 10:00 pm Austria Ballroom Dinner & Entertainment
Enjoy a splendid gourmet buffet dinner with local beer and wine. Entertainment by the Young’uns, voted Okanagan Valley’s best local music group. Be ready to rock!
Wednesday, May 3rd – Day 2 Customer Experience Research & Best Practices
7:30 am – 8:30 am Breakfast Buffet – PeakFine Restaurant
8:30 am – 10:00 am Customer Experience Research
Keynote Speaker: Mike Desmarais, CEO & Founder of SQM
Austria Ballroom – Available to all conference attendees
SQM will share highlights from our 2nd edition book, One Contact Resolution, co-written by Mike Desmarais and Lara Pow, President of SQM. This book, to be released at the 2017 Conference, focuses on customer experience research using contact channels to resolve an inquiry or problem. Specifically, Mike will share the top 10 metrics for measuring and improving customer experience. Based on SQM’s research for these top 10 customer experience metrics, Mike will share insights on customer experiences using contact channels, omni-channel, and the impact it has on an organization’s enterprise wide customer satisfaction, referrals, and retention. Customer experience research is based on benchmarking over 500 leading North American contact centers and conducting over 2.5 million phone surveys.
10:00 am – 10:30 am Coffee Break – Fireside Lounge
Visit exhibitor booths and enjoy coffee and treats
Executive Track
By invitation only
Library Room
Mike Desmarais, CEO and Founder of SQM, will share customer experience strategy design and best practices. In addition, world class leaders will share best practices for improving customer experiences.
Management Track
Available to all conference attendees
Austria Ballroom
World class leaders from some of the best known organizations in North America will share their best practices for improving or maintaining world class OCR/FCR performance.
10:30 am – 11:15 am Customer Experience (CX) Strategy – Pulse Check
Company Speaker: Mike Desmarais, CEO & Founder of SQM
Standard Operating Practices
Company Speaker: Stephanie Eubank / Angelia Colinger, Genworth
11:15 am – 12:00 pm Web Self-Service Channel
Company Speaker: Patsy Bertoia, FedEx
Continuous Improvement Process
Company Speaker: Holly Abbott, Director, Customer Experience & Corporate Communication, Millennium1 Solutions
12:00 pm – 1:00 pm Lunch Buffet – PeakFine Restaurant
1:00 pm – 1:45 pm Standard Operating Practices
Company Speaker: Stephanie Eubank / Angelia Colinger, Genworth
Web Self-Service Channel
Company Speaker: Patsy Bertoia, FedEx
1:45 pm – 2:30 pm Continuous Improvement Process
Company Speaker: Holly Abbott, Millennium1 Solutions
Performance Management System
Company Speaker: Adam Fraser / Michael Riley, Scotia iTRADE
2:30 pm – 3:00 pm Coffee Break – Austria Ballroom
3:00 pm – 4:00 pm Transforming the Customer Experience
Keynote Speaker: Vicki Perryman, Vice President of Global Customer Experience,
eBay’s Global Customer Operations (former)
Austria Ballroom – Available to all conference attendees
Customer journeys, which are cross-functional by nature, cut across traditional organizational boundaries and the dynamic to drive change can be tricky to navigate. Vicki has driven transformational customer experience change within several organizations. Learn what succeeded, and failed, in these organizations making the cultural changes required to rewire themselves operationally and financially to put the customer first and manage their journeys more effectively.
4:00 pm – 6:00 pm Oktoberfest with the Exhibitors – Fireside Lounge
Visit the exhibitor booths for a taste of Oktoberfest. Each vendor will feature a local beer. Visit each exhibitor to find your favorites. Wine and cider will also be available.
6:00 pm – 10:00 pm A ‘Taste of Austria’ Themed Dinner – Austria Ballroom
Join us for an evening of lederhosen and schnitzel. Presenting a sampling of the best Austrian culinary creations, complete with potato mash, local vegetables, a side of lingonberry, and apple strudel. Entertainment by Austrian folk dancers and musicians. This will surely put you in the Oktoberfest spirit of drinking local beers, eating great Austrian food, and having fun!
Thursday, May 4th – Day 3 Customer Experience Best Practices
Executive Track
Library Room
Management Track
Austria Ballroom
CSR Appreciation Day
8:00 am – 9:00 am Breakfast Buffet – PeakFine Restaurant
9:00 am – 10:00 am Contact Center of the Year for 2016
Keynote Speaker: 2016 Winner (Announced January 2017)
Austria Ballroom – Available to all conference attendees
Learn how this company achieved world class FCR and employee satisfaction and, as a result, became Contact Center of the Year.
CSR Appreciation Day
Activities Available

  • Body Treatments at KurSpa
  • Golf Predator Course
  • Zip Line Tour
  • Wine Tour
  • Hiking
  • Watersports

Final Activities TBD

10:00 am – 10:30 am Coffee Break – Fireside Lounge
Visit exhibitor booths and enjoy coffee and treats
10:30 am – 11:15 am CSR Training
Company Speaker: Janalee Willett, BCBS Vermont
CSR Call Handling
Company Speaker: Steve Holt, Vision Services Plan
11:15 am – 12:00 pm Career Development
Company Speaker: UPMC Health Plan
Escalation CSR Support
Company Speaker: Capital One
12:00 pm – 1:00 pm Lunch Buffet – PeakFine Restaurant
1:00 pm – 1:45 pm Quality Assurance Program
Company Speaker: Prime Therapeutics
CSR Training
Company Speaker: Janalee Willett, BCBS Vermont
1:45 pm – 2:30 pm CSR Call Handling
Company Speaker: Steve Holt, Vision Services Plan
Career Development
Company Speaker: UPMC Health Plan
2:30 pm – 3:15 pm Escalation CSR Support
Company Speaker: Capital One
Quality Assurance Program
Company Speaker: Prime Therapeutics
Awards Ceremony Celebration & Gala Dinner
5:00 pm – 6:00 pm Fireside Lounge & Austria Ballroom Wine Reception
Mingle in the lounge and enjoy a glass of wine before the main event.
The Okanagan Valley region has over 120 wineries and is considered the “Napa Valley of the North” with many of the wineries winning international wine awards.
6:00 pm – 12:00 am SQM Awards Gala Tent at Sparkling Hill Awards Ceremony & Gala Dinner
Semi-Formal Attire – Black Tie Welcome

This is SQM’s 18th Annual Most Prestigious North American Contact Channel Customer Experience Awards Program for Service Quality Excellence – as judged by customers who used a contact center and by employees who work in the contact center. SQM will be presenting Service Quality Excellence Awards and Certificates in the following categories:

  • Contact Center of the Year
  • Best Practices
  • Contact Center Customer and Employee Satisfaction
  • World Class Contact Center Certification
  • World Class Customer Representative and Supervisor Certification
  • First Call Resolution Improvement
  • Customer Service Representative of the Year and Top 24 Finalists
  • Supervisor of the Year and Top 5 Finalists

…and many more!

Featuring The Legendary Lake Monsters
A dynamic and entertaining horn driven 11-piece party/dance band. Featuring 6 Driving Horns, 3 Tasty Vocalists, a Super Tight Rhythm section, rounded off by a Hammond B3 organ plus Keys.

Friday, May 5th
End of Conference
Now that your heads are full of invaluable OCR and FCR Best Practices information, hop on the shuttle to the Kelowna Airport or make a weekend of your trip to the Okanagan Valley by exploring the nearby wineries and attractions.

Agenda Details

Tuesday, May 2nd – Day 1 Customer Experience Research & Best Practices
SQM VoC Research Center Tour
Session 1:
1:00 pm – 3:00 pm

Session 2:
3:00 pm – 5:00 pm

Session: SQM VoC Research Center Tour
Facilitator: Nader Ghattas, Consultant – Vice President, SQM
Location: Board bus at Sparkling Hill to be taken to SQM’s Research Center
Attendees: Open to all Executive and Management track registrants
Come see SQM’s brand new facility, which opens in January of 2017.
Staggered groups to be taken on buses throughout the afternoon for a tour of SQM’s new, state-of-the-art VoC research center facility. The site visit will include a tour of the following:

  • Call center area to watch telephone survey representatives conduct surveys
  • Sharing of best practices that SQM uses for quality assurance, coaching, and recognition
  • Support personnel areas such as analysts, call list quota management, quality assurance, programming, and account management
  • Server room for data storage and telephony with a sharing of security and compliance practices
  • Recording studio for IVR surveys and webinar sessions
  • SQM ‘think-tank’ conference rooms for collaboration sessions with contact channel industry experts
Sessions 1 and 2 will be repeats of one another
in case you are unavailable during one of the session times
Exhibitor Introduction

1:00 pm – 6:00 pm

Exhibitor Spotlight 1:
2:00 pm – 2:20 pm
Exhibitor Spotlight 2:
3:30 pm – 3:50 pm

Session: Exhibitor Introduction
Location: Fireside Lounge
View the showcase of exhibitors.
Exhibitors are from some of the most respected contact center vendors known for helping contact centers improve contact channel customer experience. The Exhibitor Spotlight is a very short 20 minute tour hosted by SQM. Each exhibitor will introduce themselves and explain how they help their clients improve FCR and OCR. SQM will serve simple refreshments and snacks.

From 4:00 pm to 6:00 pm, each exhibitor will feature a wine from one of the many wineries in the Okanagan Valley, known as the “Napa Valley of the North”.

Customer Experience Keynote Sessions – Day 2
Wednesday, May 3rd – Day 2 Sparkling Hill Resort, Austria Room
Customer Experience Research

8:30 am – 10:00 am

Session: Customer Experience Research
Speaker: Mike Desmarais, CEO & Founder, SQM
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
Description: Mike will share highlights from SQM’s contact channel and top 10 customer experience metrics research. Specifically, Mike will share insights on customer experiences using contact channels, omni-channel, and the business impact it has on an organization’s enterprise wide customer satisfaction, referrals, and retention. Customer experience research is based on benchmarking over 500 leading North American contact centers and conducting over 2.5 million phone surveys
Customer Experience Research Topics to be Shared
  • Customer experience ratings comparison for all major contact channels
  • What is most important to customers when interacting with an organization
  • Customer expectation to resolve inquiry or problem in one contact
  • Customer contact channel usage preference
  • Contact channel volume prediction for the next two years
  • Whether customers like to channel hop when resolving an inquiry
  • Customer contact channel preference for resolving an inquiry or problem
  • One contact resolution, omni-channel, seamless and non-seamless service delivery impact on Csat
  • The top 10 customer experience metrics research for the following areas:
    • Individual contact channel customer experience results for…
    • First Contact Resolution
    • One Contact Resolution
    • Contact Channel Csat (top box response)
    • Contact Resolution
    • Customer Emotion Experience (top box response)
    • Omni-channel customer experience metrics for…
    • Omni-Channel Experience
    • Seamless Experience
    • Business impact on organization results for…
    • Enterprise Wide Csat (top box response)
    • Net Promoter Score (NPS®)
    • Net Retention Index (NRI)
  • Customer experience journey mapping best practices
Transforming the Customer Experience

3:00 pm – 4:00 pm

Session: Transforming the Customer Experience
Speaker: Vicki Perryman, Vice President of Global Customer Experience, eBay’s Global Customer Operations (former)
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
Transforming the Customer Experience Topics to be Shared
  • The importance of a clear ambition and service brand
  • Where to start?
    • Driving near-term impacts and early symbolic actions
  • The art and science of using customer journey mapping and voice of the customer information
    • Using data storytelling to influence and drive change
  • Operating disciplines – will they help you succeed or get in the way?
    • A balanced scorecard approach
    • Program management methodology evolution
  • Engaging change agents and minimizing the inevitable resistance
  • Successes and failures along the way
    • Building and sustaining momentum
    • Rewiring the organization
  • Outcomes – higher quality at a lower cost
Customer Experience Keynote Sessions – Day 3
Thursday, May 4th – Day 3 Sparkling Hill Resort, Austria Room
Contact Center of the Year for 2016

9:00 am – 10:00 am

Session: Contact Center of the Year for 2016
Speaker: 2016 Winner, Announced January 2017
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
Describes how they achieved world class FCR and employee satisfaction
The contact center of the year award recognizes the organization with the highest combined FCR rating and overall employee satisfaction for organizations with over 100 contact center employees. Learn how the 2016 contact center of the year award winner achieved world class FCR and employee satisfaction.

Executive Track Details – Day 2

Wednesday, May 3rd – Sparkling Hill Resort, Library Room
CX Strategy Pulse Check

10:30 am – 11:15 am

Session: Customer Experience (CX) Strategy – Pulse Check
Speaker: Mike Desmarais, CEO & Founder, SQM
Describes how to use SQM’s CX Strategy Effectiveness Model 3-Steps
Step 1 – CX strategy for evaluating customer experience:

  • Post-contact customer surveys are used to measure and identify opportunities to improve CX
  • Focus groups (employees and customers) are used to assess and identify opportunities to improve CX
  • Journey mapping is used to assess and identify opportunities to improve CX
  • Internal data sources (e.g., web analytics, IVR, ACD, QA) are used to assess and identify opportunities to improve CX
Step 2 – CX strategy for designing customer experience:

  • Clearly defines the CX you want to deliver (e.g., emotion journey, competition differentiation, resolution expectation, engagement, personalization)
  • Clearly defines the operational plan for people, process, and technology requirements needed to deliver on strategy and goals
  • The necessary prioritization and resources are determined to deliver intended CX strategy and goals
  • Operating principles are clearly defined for all employees to use as a guide for achieving intended CX strategy and goals
Step 3 – CX strategy for executing the intended customer experience:

  • Effective at communicating the CX you want to deliver
  • Defines CX measures of success and reports progress at all levels
  • Employees are accountable and motivated to achieve CX goals
  • CX test pilot and full roll-out implementation are successful
CX Strategy Effectiveness Score:

  • All participants will receive a CX strategy effectiveness score on how well their organization is performing on the design and execution of the strategy, as well as a CX strategy effectiveness score benchmarking comparison to leading North American companies
Web Self-Service Channel Customer Experience

11:15 am – 12:00 pm

Session: Web Self-Service Channel Customer Experience
Speaker: Patsy Bertoia, Managing Director, Customer Experience & Global Trade Services, FedEx Express Canada
Describes how their web self-service channel works
Discover how FedEx implemented a virtual assistant on their dynamic website. The virtual assistant is artificial intelligence that is embedded on key support pages on fedex.ca offering customers assistance to navigate on the website. The virtual assistant looks and feels similar to a chat session for the customer and yet it is an automated FAQ tool.
Describes the web self-service channel customer experience strategy
  • Key differentiators that enable the achievement of consistent satisfaction numbers
How they incorporate customer feedback into their web self-service channel
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied are CSRs with the web self-service channel for helping customers resolve their inquiry or problem
  • CSRs’ satisfaction ratings with the web self-service channel
  • Action taken from employee feedback
  • CSR access to customer history and use of the web self-service channel for transactions
Shows the FCR/Csat and completion rate performance for the web self-service channel
  • FCR and Csat performance of web self-service channel
  • Web self-service channel completion rates
  • Call volume coming from fail points in the web self-service channel
Standard Operating Practices

1:00 pm – 1:45 pm

Session: Standard Operating Practices
Speaker: Stephanie Eubank, Senior Technical Writer, Genworth
Speaker: Angelia Colinger, Senior Technical Writer, Genworth
Describes how they standardize, document, and measure their operating practices
Learn how Genworth has standardized their operating practices by creating a specialized Technical Writing Team who are dedicated to standardizing, documenting, and measuring Standard Operating Practices. By forming an SOP Steering Committee, Genworth established best practices and encouraged cross-department consistency with an SOP template. To date, Genworth manages a total inventory count of approximately 1200 SOPs for nine primary systems and numerous supporting systems.
How they incorporate customer feedback into their standard operating practices
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
Describe the standard operating practices strategy
  • Key differentiators that enable the achievement of consistent employee and customer satisfaction numbers
Continuous Improvement Process

1:45 pm – 2:30 pm

Session: Continuous Improvement Process
Speaker: Holly Abbott, Director, Customer Experience & Corporate Communication, Millennium1 Solutions
Describes how their continuous improvement process works
Millennium1 Solutions will speak on how they use their continuous improvement process for improving career advancement, CSR recognition, CSR coaching, performance management, and quality assurance programs.
How satisfied are CSRs with the continuous improvement process for helping customers resolve their inquiry or problem
  • CSRs’ satisfaction ratings with the continuous improvement process
  • Action taken from employee feedback
Shows increases in FCR/Csat performance from the continuous improvement process
  • Increases in FCR and Csat performance
  • Reduction in call volume coming from continuous improvement process

Management Track Details – Day 2

Wednesday, May 3rd – Sparkling Hill Resort, Austria Ballroom
Standard Operating Practices

10:30 am – 11:15 am

Session: Standard Operating Practices
Speaker: Stephanie Eubank, Senior Technical Writer, Genworth
Speaker: Angelia Colinger, Senior Technical Writer, Genworth
Describes how they standardize, document, and measure their operating practices
Learn how Genworth has standardized their operating practices by creating a specialized Technical Writing Team who are dedicated to standardizing, documenting, and measuring Standard Operating Practices. By forming an SOP Steering Committee, Genworth established best practices and encouraged cross-department consistency with an SOP template. To date, Genworth manages a total inventory count of approximately 1200 SOPs for nine primary systems and numerous supporting systems.
How they incorporate customer feedback into their standard operating practices
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
Describe the standard operating practices strategy
  • Key differentiators that enable the achievement of consistent employee and customer satisfaction numbers
Continuous Improvement Process

11:15 am – 12:00 pm

Session: Continuous Improvement Process
Speaker: Holly Abbott, Director, Customer Experience & Corporate Communication, Millennium1 Solutions
Describes how their continuous improvement process works
Millennium1 Solutions will speak on how they use their continuous improvement process for improving career advancement, CSR recognition, CSR coaching, performance management, and quality assurance programs.
How satisfied are CSRs with the continuous improvement process for helping customers resolve their inquiry or problem
  • CSRs’ satisfaction ratings with the continuous improvement process
  • Action taken from employee feedback
Shows increases in FCR/Csat performance from the continuous improvement process
  • Increases in FCR and Csat performance
  • Reduction in call volume coming from continuous improvement process
Web Self-Service Channel Customer Experience

1:00 pm – 1:45 pm

Session: Web Self-Service Channel Customer Experience
Speaker: Patsy Bertoia, Managing Director, Customer Experience & Global Trade Services, FedEx Express Canada
Describes how their web self-service channel works
Discover how FedEx implemented a virtual assistant on their dynamic website. The virtual assistant is artificial intelligence that is embedded on key support pages on fedex.ca offering customers assistance to navigate on the website. The virtual assistant looks and feels similar to a chat session for the customer and yet it is an automated FAQ tool.
Describes the web self-service channel customer experience strategy
  • Key differentiators that enable the achievement of consistent satisfaction numbers
How they incorporate customer feedback into their web self-service channel
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied are CSRs with the web self-service channel for helping customers resolve their inquiry or problem
  • CSRs’ satisfaction ratings with the web self-service channel
  • Action taken from employee feedback
  • CSR access to customer history and use of the web self-service channel for transactions
Shows the FCR/Csat and completion rate performance for the web self-service channel
  • FCR and Csat performance of web self-service channel
  • Web self-service channel completion rates
  • Call volume coming from fail points in the web self-service channel
Performance Management System

1:45 pm – 2:30 pm

Session: Performance Management System
Speaker: Michael Riley, Director, Business Solutions, Scotia iTRADE
Speaker: Adam Fraser, Sales Advisor, Scotia iTRADE
Describes how their performance management system works
Learn how Scotia iTRADE has maintained their FCR and Csat performance through major changes to the business with their performance management system focusing on the voice of the customer. Scotia iTRADE did this by evolving their coaching models to address VoC results in a timely and consistent manner, improving their reporting to elevate transparency and accountability, evolving their reward and recognition to align with customer feedback and KPIs, and elevating the performance and creating ongoing training for long-tenured CSRs.
How they incorporate customer feedback into their performance management system
  • Method of customer feedback and volume of customer feedback
  • Action taken from customer feedback
How satisfied are CSRs with their performance management system for helping them resolve calls
  • Method of gathering employee feedback and volume of employee feedback
  • CSRs’ satisfaction ratings with their performance management system
  • Action taken from employee feedback
Shows the link between their FCR/Csat performance and their performance management system
  • FCR and Csat performance prior to implementing their performance management system
  • FCR and Csat performance after implementing their performance management system

Executive Track Details – Day 3

Thursday, May 4th – Sparkling Hill Resort, Library Room
CSR Training

10:30 am – 11:15 am

Session: CSR Training
Speaker: Janalee Willett, BlueCross BlueShield of Vermont
Describe how their CSR training program works
BlueCross BlueShield of Vermont will share how they developed the “We C.A.R.E.” training program to promote a culture of caring for their members’ experiences and to improve the skills used to create those experiences. All employees, including executives, are required to complete the We C.A.R.E. training program. The We C.A.R.E. training program was developed through the use of customer feedback gathered from surveys.
How they incorporate customer feedback into their training program
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their training program for helping them improve their call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs’ satisfaction ratings with their CSR training program
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their CSR training program
  • FCR and Csat performance prior to implementing their CSR training program
  • FCR and Csat performance after implementing their CSR training program
Career Development

11:15 am – 12:00 pm

Session: Career Development
Speaker: UPMC Health Plan
Describe how their career development program works
Learn how UPMC has used their career development program, “New Beginnings”, to immerse their CSRs into the organization such that the CSRs are embraced into the culture as a career, not just a job. The program was developed based on the most successful CSRs, leadership feedback, and the UPMC values.
How CSRs and supervisors receive career development opportunities based on their customer feedback performance
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their career development program for motivating them to improve call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs’ satisfaction ratings with their career development program
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their career development program
  • FCR and Csat performance prior to implementing their career development program
  • FCR and Csat performance after implementing their career development program
Quality Assurance Program

1:00 pm – 1:45 pm

Session: Quality Assurance Program
Speaker: Prime Therapeutics
Describes how their quality assurance program works
Find out how Prime Therapeutics expanded their customer feedback process into their quality process. By tying in the survey results with their quality process, Prime Therapeutics was able to have their agents, supervisors, QA coaches, and managers understand what their customers were saying and hear what was frustrating to customers.
How they incorporate customer feedback into their quality assurance program
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied are CSRs with their quality assurance program for helping them improve their call resolution and Csat performance
  • CSRs’ satisfaction ratings with their quality assurance program
  • Action taken from employee feedback
Shows the link between their FCR/Csat performance and their quality assurance program
  • FCR and Csat performance prior to implementing their quality assurance program
  • FCR and Csat performance after implementing their quality assurance program
CSR Call Handling

1:45 pm – 2:30 pm

Session: CSR Call Handling
Speaker: Steve Holt, Vision Services Plan
Describe how their typical customer call handling practice works
Vision Services Plan has been recognized as a World Class Call Center for 14 years in a row. This has been done through their diligence in developing strong core competencies that support FCR and customer satisfaction. Vision Services Plan will describe how their “Servicing Model” simplifies and aligns call handling behavior for their CSRs.
How they incorporate customer feedback into their call handling practice
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their call handling practice for helping them resolve calls
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs satisfaction ratings with their call handling practice
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their call handling practice
  • FCR and Csat performance prior to implementing their call handling practice
  • FCR and Csat performance after implementing their call handling practice
Escalation CSR Support

2:30 pm – 3:15 pm

Session: Escalation CSR Support
Speaker: Capital One
Describe how their escalation CSR support queue works
Learn how Capital One changed the role of the escalation queue to be a consultant rather than a destination point. By doing this, Capital One had their CSRs maintain custody of interactions and used the escalation CSR support queue to solve the interactions in real-time and remove complaints from happening. By doing this, the escalation queue became Customer Advocates.
How they incorporate customer feedback into their escalation CSR support queue practice
  • Method of employee feedback
  • Volume of employee feedback
  • Action taken from employee feedback
How satisfied CSRs are with their escalation CSR support queue for helping them resolve calls
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs’ satisfaction ratings with their escalation CSR support queue
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their escalation CSR support queue
  • FCR and Csat performance prior to implementing their escalation CSR support queue
  • FCR and Csat performance after implementing their escalation CSR support queue

Management Track Details – Day 3

Thursday, May 4th – Sparkling Hill Resort, Austria Ballroom
CSR Call Handling

10:30 am – 11:15 am

Session: CSR Call Handling
Speaker: Steve Holt, Vision Services Plan
Describe how their typical customer call handling practice works
Vision Services Plan has been recognized as a World Class Call Center for 14 years in a row. This has been done through their diligence in developing strong core competencies that support FCR and customer satisfaction. Vision Services Plan will describe how their “Servicing Model” simplifies and aligns call handling behavior for their CSRs.
How they incorporate customer feedback into their call handling practice
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their call handling practice for helping them resolve calls
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs satisfaction ratings with their call handling practice
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their call handling practice
  • FCR and Csat performance prior to implementing their call handling practice
  • FCR and Csat performance after implementing their call handling practice
Escalation CSR Support

11:15 am – 12:00 pm

Session: Escalation CSR Support
Speaker: Capital One
Describe how their escalation CSR support queue works
Learn how Capital One changed the role of the escalation queue to be a consultant rather than a destination point. By doing this, Capital One had their CSRs maintain custody of interactions and used the escalation CSR support queue to solve the interactions in real-time and remove complaints from happening. By doing this, the escalation queue became Customer Advocates.
How they incorporate customer feedback into their escalation CSR support queue practice
  • Method of employee feedback
  • Volume of employee feedback
  • Action taken from employee feedback
How satisfied CSRs are with their escalation CSR support queue for helping them resolve calls
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs’ satisfaction ratings with their escalation CSR support queue
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their escalation CSR support queue
  • FCR and Csat performance prior to implementing their escalation CSR support queue
  • FCR and Csat performance after implementing their escalation CSR support queue
CSR Training

1:00 pm – 1:45 pm
Session: CSR Training
Speaker: Janalee Willett, BlueCross BlueShield of Vermont
Describe how their CSR training program works
BlueCross BlueShield of Vermont will share how they developed the “We C.A.R.E.” training program to promote a culture of caring for their members’ experiences and to improve the skills used to create those experiences. All employees, including executives, are required to complete the We C.A.R.E. training program. The We C.A.R.E. training program was developed through the use of customer feedback gathered from surveys.
How they incorporate customer feedback into their training program
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their training program for helping them improve their call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs’ satisfaction ratings with their CSR training program
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their CSR training program
  • FCR and Csat performance prior to implementing their CSR training program
  • FCR and Csat performance after implementing their CSR training program
Career Development

1:45 pm – 2:30 pm

Session: Career Development
Speaker: UPMC Health Plan
Describe how their career development program works
Learn how UPMC has used their career development program, “New Beginnings”, to immerse their CSRs into the organization such that the CSRs are embraced into the culture as a career, not just a job. The program was developed based on the most successful CSRs, leadership feedback, and the UPMC values.
How CSRs and supervisors receive career development opportunities based on their customer feedback performance
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their career development program for motivating them to improve call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs’ satisfaction ratings with their career development program
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their career development program
  • FCR and Csat performance prior to implementing their career development program
  • FCR and Csat performance after implementing their career development program
Quality Assurance Program

2:30 pm – 3:15 pm

Session: Quality Assurance Program
Speaker: Prime Therapeutics
Describes how their quality assurance program works
Find out how Prime Therapeutics expanded their customer feedback process into their quality process. By tying in the survey results with their quality process, Prime Therapeutics was able to have their agents, supervisors, QA coaches, and managers understand what their customers were saying and hear what was frustrating to customers.
How they incorporate customer feedback into their quality assurance program
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied are CSRs with their quality assurance program for helping them improve their call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs’ satisfaction ratings with their quality assurance program
  • Action taken from employee feedback
Shows the link between their FCR/Csat performance and their quality assurance program
  • FCR and Csat performance prior to implementing their quality assurance program
  • FCR and Csat performance after implementing their quality assurance program


Okanagan Valley Attractions and Activities

SQM Conferenece Spa Sparkling Hill Accommodations
Bask in sunlight, take in fresh mountain air, and savor the remarkable scenery from the plush setting of one of our luxury guest rooms. Sparkling Hill Resort rooms are beautifully appointed with Swarovski crystal architecture, floor-to-ceiling sliding window walls, and custom soaking tubs perfectly situated to take in views of the Monashee Mountains or Lake Okanagan. Experience the best of Okanagan Valley hotels at Sparkling Hill Resort.
SQM Conference World Class Spa World Class Spa
Housed in one of the best spa hotels, KurSpa is the largest among luxury spas in Canada and considered by many to be the most unique in the world. Comprised of over 40,000 sq. ft. of treatment space infused with our unique Swarovski crystal architecture, and offering 100+ innovative healing treatments, KurSpa provides guests with the wellness retreat of a lifetime. Our fully-planned wellness spa vacations offer the chance to surrender to relaxation at Sparkling Hill.
SQM Conferenece Golf Golf
Consistently recognized as one of the best courses in Canada over the last 20 years, the Predator Course has twice hosted the prestigious World Skins Game featuring some of the best players in the world. The Predator Course offers a challenge for every level of player. The rolling hills, long grasses and undulating greens make this course – designed by legendary course architect Les Furber – an unforgettable golfing experience.
SQM Conferenece Wineries Wineries
The North Okanagan has many wineries to pique your curiosity and desire to discover a way of life that includes the growing and making of wine. Being located this far north has some advantages that make our production unique. You will find some of the most delightful whites like Ortega that do well in this colder climate but most of all you will find the people and scenery beyond compare…
SQM Conferenece Hiking Hiking
Love hiking or walking in the great outdoors? Predator Ridge Resort offers over 25kms of breathtaking, well-maintained hiking and walking trails, with picnic areas, scenic views, and an abundance of natural beauty with many species of plants and wildlife. The paths are easily accessible from both Sparkling Hill and Predator Ridge with a path for every hiker, ranging from easy to difficult. There is so much to explore, right out your front door!
SQM Conferenece Watersports Watersports
With the vast amount of lakes and rivers in the area, there’s always something fun to do on or in the water. Whether you prefer wakeboarding, water skiing, knee boarding, stand up paddle boarding, sailing, kayaking, scuba diving or snorkeling, this is the place to be. You might even get a glimpse of the Ogopogo.