Conference Agenda

 

SQM's Customer Experience Conference

Dates: Tuesday, May 7 to Thursday, May 9, 2019

Location: Davenport Grand Hotel, Spokane, Washington

Agenda to be Determined

Click here to view the Agenda PDF

Agenda Overview

Tuesday, May 22 – Day 1 Customer Experience Research & Best Practices
Time Location Details
11:00 am – 2:00 pm PeakFine Restaurant Lunch Buffet
Appreciate the finest and freshest ingredients the Okanagan valley has to offer while taking in the stunning lake and mountain views from the sparkling dining room.
12:00 pm – 6:00 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.
Tour Times:
10:00 am – 12:00 pm
1:00 pm – 3:00 pm
3:00 pm – 5:00 pm
SQM's VoC Research Centre SQM VoC Research Centre Tour
Come see SQM’s state-of-the-art VoC Research Centre facility, which opened in February of 2017. Staggered groups to be taken on buses throughout the afternoon. Please sign up when you register for the conference or at the registration desk when you arrive.
 4:00 pm – 6:00 pm Fireside Lounge mySQM™ CX Insights Demonstration
The release of the new mySQM™ CX Insights, SQM’s online reporting tool, is just around the corner. Beta users are working to perfect the software so that your transition will be seamless. Come experience the new mySQM™.
4:00 pm – 6:00 pm Fireside Lounge Networking
Drop by the Fireside Lounge to network with fellow attendees while enjoying appetizers and wines from the many wineries in the Okanagan Valley, known as the “Napa Valley of the North”.
6:00 pm – 9:00 pm Austria Ballroom / Fireside Lounge Fire & Ice Themed Dinner
Enjoy a Fire & Ice themed night with local beer, wine and food. Come dressed up as fire (red or orange) or ice (blue or white).
4:00 pm – 10:00 pm KurSpa

Relaxation
Enjoy the saunas, steam rooms and pools at KurSpa, the largest among luxury spas in Canada and considered by many to be the most unique in the world.

Wednesday, May 23 – Day 2 Customer Experience Research & Best Practices
7:30 am – 8:30 am Breakfast Buffet – PeakFine Restaurant
8:30 am – 9:30 am Customer Experience Research
Keynote Speaker: Mike Desmarais, Founder and CEO, SQM
Austria Ballroom - Executive and Management track registrants

Mike Desmarais, Founder and CEO of SQM, will share highlights from SQM’s 2018 customer loyalty by industry, and customer experience improvement opportunities research. Mike will also share the Top 5 CSR best practices for providing great CX and improving CX.

9:30 am – 10:00 am Measuring & Benchmarking Internal First Contact Resolution
Speaker: Lara Pow, President, SQM
Austria Ballroom – Executive and Management track registrants
The most important metric for improving the customer experience using contact channels is FCR. Lara Pow will introduce best practices for measuring internal FCR and describe how to use it in conjunction with VoC FCR. Internal FCR calculates and measures the percentage of contact list records where there is not a repeat contact within a specified time frame.
10:00 am – 10:30 am Coffee Break - Fireside Lounge
Enjoy coffee and treats
  Executive Track
By invitation only
Library
Management Track
Available to all conference attendees
Austria Ballroom

 

Mike Desmarais, Founder and CEO, SQM, will share CX research and best practices. In addition, world class leaders will share best practices for improving CX using contact channels. World class leaders from some of the best-known organizations in North America will share their best practices for improving or maintaining world class CX performance.
10:30 am – 11:15 am Career Development
Kirsten Hinton, VSP Vision Care
Emerging Channels Best Practices
Matt Tomlinson, EA Worldwide
Customer Experience
11:15 am – 12:00 pm CSR Recognition Program
Cogeco Connexion
Continuous Improvement Process
Ken Baur & Alex Lang, Security Health Plan
12:00 pm – 1:00 pm Lunch Buffet – PeakFine Restaurant
1:00 pm – 1:45 pm Emerging Channels Best Practices
Matt Tomlinson, EA Worldwide Customer Experience
Omni-Channel Best Practices
Lisa Moody, World Vision Canada
1:45 pm – 2:30 pm Continuous Improvement Process
Ken Baur & Alex Lang, Security Health Plan
Career Development
Kirsten Hinton, VSP Vision Care
2:30 pm – 3:00 pm Break Break
3:00 pm – 3:45 pm Omni-Channel Best Practices
Lisa Moody, World Vision Canada
CSR Recognition Program
Cogeco Connexion
4:00 pm – 6:00 pm

Relaxation
Enjoy the saunas, steam rooms and pools at KurSpa, the largest among luxury spas in Canada and considered by many to be the most unique in the world.

6:00 pm – 10:00 pm

Western Themed Dinner – Austria Ballroom
Join us for a Western themed barbeque, sampling a variety of culinary creations with local beer, cider, and wine. Entertainment by the Young’uns, voted Okanagan Valley’s best local music group. Bring your cowboy boots and gear, and be ready for a great time!

Thursday, May 24 – Day 3 Customer Experience Best Practices
Time Executive Track
Library
Management Track
Austria Ballroom
CSR Appreciation Day
8:00 am – 9:15 am Breakfast Buffet - PeakFine Restaurant Breakfast Buffet – Meritage Room A & B @ Four Points by Sheraton
9:15 am – 10:00 am

CSR Training Program
Emma Dellalian, Canadian Tire Financial Services

CSR Selection Process
Jennifer Carbone, Blue Cross Blue Shield of Massachusetts
CSR Appreciation Day Activities Available
  • KurSpa treatments
  • Golf at Predator Ridge
  • Zipline Adventure
  • Kelowna East Bench Winery Tour
  • Kayaks & Spirits
  • Okanagan Lake Houseboat Cruise
  • Pinot & Picasso
10:00 am – 10:30 am Break Break
10:30 am – 11:15 am Quality Assurance Program
Penny Garrett & Jackie Heaven-Ah Hi,
Regence Blue Cross and Blue Shield Plans
(Idaho, Oregon, Utah & select counties of Washington State)

Quality Assurance Program
Janalee Willett, BlueCross BlueShield of Vermont

11:15 am – 12:00 pm CSR Selection Process
Jennifer Carbone, Blue Cross Blue Shield of Massachusetts
CSR Training Program
Emma Dellalian, Canadian Tire Financial Services
12:00 pm – 1:00 pm Lunch Buffet – PeakFine Restaurant
1:00 pm – 2:00 pm Contact Center of the Year for 2017 – VSP Vision Care
Keynote Speaker: Kathy Rodine, Vice President, Customer Care
Austria Ballroom – Available to all conference attendees
Learn how VSP Vision Care achieved world class FCR and employee satisfaction and, as a result, became Contact Center of the Year.

2:00 pm – 3:00 pm

TCPA Compliance
Keynote Speaker: Christine Reilly, JD, Partner, Manatt, Phelps & Phillips, LLP
Austria Ballroom – Available to all conference attendees
A presentation describing how TCPA compliance and the recent decisions of the D.C. Circuit affects organizations when outbound dialing
3:00 pm – 5:00 pm Rest and Relaxation Time
Thursday, May 24 – 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 19th 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 9 Finalists

...and many more!

Casino Royale
Double down and let the roulette wheel spin. Celebrate into the night with a jackpot experience featuring Texas hold'em, Blackjack, Roulette, Casino Wheels and more! The DJ will be spinning tunes for your dancing pleasure until midnight!

Friday, May 25
End of Conference
Now that your heads are full of invaluable CX 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 22 – Day 1 Customer Experience Research & Best Practices

SQM VoC Research
Centre Tour

Tour Times:
10:00 am – 12:00 pm
1:00 pm – 3:00 pm
3:00 pm – 5:00 pm

Session: SQM VoC Research Centre Tour
Facilitator: Nader Ghattas, Consultant – Vice President, SQM
Location: Board bus at Sparkling Hill to be taken to SQM’s VoC Research Centre
Attendees: Open to all Executive and Management track registrants
Come see SQM’s facility, which opened in February of 2017.
Staggered groups to be taken on buses throughout the afternoon for a tour of SQM’s state-of-the-art VoC Research Centre facility. Please sign up when you register for the conference or at the registration desk when you arrive. Meet in the lobby at the beginning of the tour to take the bus to SQM’s VoC Research Centre.
The site visit will include a tour of the following:
  • Call centre area where 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
Demonstration of
New mySQM™

4:00 pm – 6:00 pm

Session: mySQM™ CX Insights Demonstration
Facilitator: Sarah Moffat, Vice President of Research, SQM
Facilitator: Charlene Hutchison, Training Manager, SQM
Location: Fireside Lounge
Attendees: Open to all Executive and Management track registrants
The release of the new mySQM™ CX Insights, SQM’s online reporting tool, is just around the corner.
Beta users are working to perfect the software so that your transition will be seamless. The new mySQM™ will be launched after the conference. Come take the software for a spin and see:
  • New reports menus
  • Customizable landing pages
  • Updated survey view
  • Faster, more robust pivot tables
  • Expanded user management options
  • Customizable raw data extracts
Networking

4:00 pm – 6:00 pm

Session: Networking
Location: Fireside Lounge
Network with your peers.
Come network with your peers while enjoying the finest wines from one of the many wineries in the Okanagan Valley, known as the “Napa Valley of the North”. Paired appetizers will accompany each wine.

Customer Experience Keynote Sessions

Wednesday, May 23 – Day 2 Sparkling Hill Resort, Austria Ballroom
Customer Experience
Research

8:30 am – 9:30 am

Session: Customer Experience Research
Speaker: Mike Desmarais, Founder and CEO, SQM
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
Description: Mike Desmarais, Founder and CEO of SQM, will share highlights from SQM’s 2018 customer loyalty by industry, and customer experience improvement opportunities research. Mike will also share the Top 5 CSR best practices for providing great CX and improving CX.
Customer loyalty by industry, and CX improvement opportunities research
  • The top 10 customer experience metrics and how to use them effectively to measure and improve CX
  • The power of using open-ended feedback with a sophisticated tagging system for identifying CX improvement areas
  • The differences between customer relationship and transaction CX surveying
  • Customer loyalty metrics (e.g., CX Greatness, NPS®, and NRI) results based on both relationship and transaction-based surveying
  • Contact channel of choice by contact reason and CX ratings
  • The top 10 repeat call reasons for complaint callers
The Top 5 CSR best practices for providing great CX and improving CX
  • The power of CX storytelling practices for improving CX
  • Customer quality assurance practices needed to improve CX
  • CX performance management practices needed to create CX accountability and provide great CX
  • Vital complaint handling practices for CSRs so they can provide positive CX service recovery
  • CSR recognition practices for motivating CSRs to provide great CX and improve CX
Measuring & Benchmarking Internal FCR

9:30 am – 10:00 am

Session: Measuring & Benchmarking Internal First Contact Resolution
Speaker: Lara Pow, President, SQM
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
Description: The most important metric for improving the customer experience using contact channels is FCR. Lara Pow will introduce best practices for measuring internal FCR and describe how to use it in conjunction with VoC FCR. Internal FCR calculates and measures the percentage of contact list records where there is not a repeat contact within a specified time frame.
Measuring & Benchmarking Internal First Contact Resolution
  • Business case for using internal resolution reporting
  • Definition of Internal FCR
  • Benchmarking Internal FCR
  • Best practices using Internal FCR
  • Best practices for call lists when using Internal FCR
  • Differences in calculations between Internal FCR and Internal Call Resolution
  • Introduction of the Call Resolution Index
  • Available reports for Internal FCR
Thursday, May 24 – Day 3 Sparkling Hill Resort, Austria Ballroom
Contact Center
of the Year for 2017

1:00 pm – 2:00 pm

Session: Contact Center of the Year for 2017
Speaker: Kathy Rodine, Vice President, Customer Care, VSP Vision Care
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 VSP Vision Care achieved world class FCR and employee satisfaction.
TCPA Compliance

2:00 pm – 3:00 pm

Session: TCPA Compliance
Speaker: Christine Reilly, JD, Partner, Manatt, Phelps & Phillips, LLP
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
A presentation describing how TCPA compliance and the recent decisions of the D.C. Circuit affects organizations when outbound dialing
On March 16, 2018, the U.S. Court of Appeals released its hotly anticipated decision in ACA Int’l v. FCC. The D.C. Circuit has ruled on several key aspects of the TCPA, including the FCC’s controversial definition of autodialer, reassigned telephone numbers, revocation of consent and the exigent healthcare exemption. This decision is likely to have far reaching impact for many industries, including financial services, retail, and healthcare. In this presentation, Christine will discuss the ruling and its implications plus offer practical guidance on compliance and litigation strategies.
Describe how to follow TCPA compliance
  • TCPA legislation as it applies to surveying data
  • Critical items that need to be complied with as call lists are generated
  • Implications for cell phones versus landlines
  • Compliance requirements according to survey methodology
  • Scope of consent
  • Definition of an autodialer (ATDS)
  • Reassigned telephone numbers
  • Revocation of consent
  • Practical guidance to companies about compliance in the wake of the D.C. Circuit’s decision, such as possible changes to consumer agreements

Executive Track Details – Day 2

Wednesday, May  23 – Sparkling Hill Resort, Library
Career Development

10:30 am – 11:15 am

Session: Career Development
Speaker: Kirsten Hinton, Customer Care Supervisor – Talent Development and Service Delivery Support, VSP Vision Care
How CSRs and supervisors receive career advancement 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 advancement 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 advancement program
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their career advancement program
  • FCR and Csat performance prior to implementing their career advancement program
  • FCR and Csat performance after implementing their career advancement program
CSR Recognition
Program

11:15 am – 12:00 pm

Session: CSR Recognition Program
Speaker: Cogeco Connexion
Describes how their CSR recognition program works
  • Who owns the program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
How they know what motivates each of their CSRs to improve their call resolution and Csat performance
  • Method of employee feedback
  • Volume of employee feedback
  • Action taken from employee feedback
How satisfied are CSRs with their CSR recognition program for motivating them to improve their call resolution and Csat performance
  • CSRs' satisfaction ratings with their CSR recognition program
  • Action taken from employee feedback
Shows the link between their FCR/Csat performance and their recognition program
  • FCR and Csat performance prior to implementing their CSR recognition program
  • FCR and Csat performance after implementing their CSR recognition program

 

Emerging Channels
Best Practices

1:00 pm – 1:45 pm

Session: Emerging Channels Best Practices
Speaker: Matt Tomlinson, Global Director of Innovation, Customer Experience Labs, EA Worldwide Customer Experience
Describe how their virtual chat channel works
  • Impact of the chat channel practice on the customer and employee experience
  • The plans to evolve the customer experience
Describe the chat channel customer experience strategy
Key differentiators that enable the achievement of consistent satisfaction numbers
How they incorporate customer feedback into their chat channel
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with the chat channel in helping them improve or maintain their call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs' satisfaction ratings with the chat channel
  • Action taken from employee feedback
  • CSR access to customer chat history
Show the FCR/Csat performance for the chat channel
  • FCR and Csat performance of chat channel
  • Call volume coming from fail points in the chat channel

 

Continuous Improvement
Process

1:45 pm – 2:30 pm

Session: Continuous Improvement Process
Speaker: Ken Baur, Director-Member Experience & Contact Center, Security Health Plan
Speaker: Alex Lang, Workforce Analyst, Security Health Plan
Describes how their continuous improvement process works
Security Health Plan 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
Omni-Channel
Best Practices

3:00 pm – 3:45 pm

Session: Omni-Channel Best Practices
Speaker: Lisa Moody, Director, Customer Care, World Vision Canada  
Describes how they provide a world class omni-channel customer satisfaction experience
  • Impact of the omni-channel practice on the customer and employee experience
  • Omni-channel service delivery
  • The differences between single- and multi- channel users
  • The plans to evolve the customer experience across channels in future
Describes the omni-channel customer experience strategy
  • Key differentiators that enable the achievement of consistent satisfaction numbers between single- and multi- channel users and why this is important
  • How the omni-channel experience is linked to performance
Describes the delivery of the omni-channel customer experience for major customer interactions
  • The platforms developed to enable an omni-channel experience
Shows the Csat performance for the omni-channel customer experience
  • Criteria that define success for the customer experience in multi-channel scenarios

Management Track Details – Day 2

Wednesday, May 23 – Sparkling Hill Resort, Austria Ballroom
Emerging Channels
Best Practices

10:30 am – 11:15 am

Session: Emerging Channels Best Practices
Speaker: Matt Tomlinson, Global Director of Innovation, Customer Experience Labs, EA Worldwide Customer Experience
Describe how their virtual chat channel works
  • Impact of the chat channel practice on the customer and employee experience
  • The plans to evolve the customer experience
Describe the chat channel customer experience strategy
Key differentiators that enable the achievement of consistent satisfaction numbers
How they incorporate customer feedback into their chat channel
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with the chat channel in helping them improve or maintain their call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs' satisfaction ratings with the chat channel
  • Action taken from employee feedback
  • CSR access to customer chat history
Show the FCR/Csat performance for the chat channel
  • FCR and Csat performance of chat channel
  • Call volume coming from fail points in the chat channel
Continuous Improvement
Process

11:15 am – 12:00 pm

Session: Continuous Improvement Process
Speaker: Ken Baur, Director-Member Experience & Contact Center, Security Health Plan
Speaker: Alex Lang, Workforce Analyst, Security Health Plan
Describes how their continuous improvement process works
Security Health Plan 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
Omni-Channel
Best Practices

1:00 pm – 1:45 pm

Session: Omni-Channel Best Practices
Speaker: Lisa Moody, Director, Customer Care, World Vision Canada
Describes how they provide a world class omni-channel customer satisfaction experience
  • Impact of the omni-channel practice on the customer and employee experience
  • Omni-channel service delivery
  • The differences between single- and multi- channel users
  • The plans to evolve the customer experience across channels in future
Describes the omni-channel customer experience strategy
  • Key differentiators that enable the achievement of consistent satisfaction numbers between single- and multi- channel users and why this is important
  • How the omni-channel experience is linked to performance
Describes the delivery of the omni-channel customer experience for major customer interactions
  • The platforms developed to enable an omni-channel experience
Shows the Csat performance for the omni-channel customer experience
  • Criteria that define success for the customer experience in multi-channel scenarios
Career Development

1:45 pm – 2:30 pm

Session: Career Development
Speaker: Kirsten Hinton, Customer Care Supervisor – Talent Development and Service Delivery Support, VSP Vision Care
How CSRs and supervisors receive career advancement 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 advancement 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 advancement program
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their career advancement program
  • FCR and Csat performance prior to implementing their career advancement program
  • FCR and Csat performance after implementing their career advancement program
CSR Recognition
Program

3:00 pm – 3:45 pm

Session: CSR Recognition Program
Speaker: Cogeco Connexion
Describes how their CSR Recognition program works
  • Who owns the program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
How they know what motivates each of their CSRs to improve their call resolution and Csat performance
  • Method of employee feedback
  • Volume of employee feedback
  • Action taken from employee feedback
How satisfied are CSRs with their CSR recognition program for motivating them to improve their call resolution and Csat performance
  • CSRs' satisfaction ratings with their CSR recognition program
  • Action taken from employee feedback
Shows the link between their FCR/Csat performance and their recognition program
  • FCR and Csat performance prior to implementing their CSR recognition program
  • FCR and Csat performance after implementing their CSR recognition program

Executive Track Details – Day 3

Thursday, May 24 – Sparkling Hill Resort, Library
CSR Training
Program

9:15 am – 10:00 am

Session: CSR Training Program
Speaker: Emma Dellalian, Manager, Learning and Compliance, Canadian Tire Financial Services
Describes how their CSR training program works
  • Who owns the CSR training program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
How they incorporate customer feedback into their CSR training program
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied are CSRs with their training program for helping them improve their call resolution and Csat performance
  • CSRs' satisfaction ratings with their CSR training program
  • Action taken from employee feedback
Shows 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
Quality Assurance
Program

10:30 am – 11:15 am

Session: Quality Assurance Program
Speaker: Penny Garrett, Vice President Member and Provider Services, Regence Blue Cross and Blue Shield Plans (Idaho, Oregon, Utah & select counties of Washington State)
Speaker: Jackie Heaven-Ah Hi, Operations Manager, Regence Blue Cross and Blue Shield Plans (Idaho, Oregon, Utah & Select Counties of Washington State)
Describes how their quality assurance program works
  • Who owns the program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
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 Selection
Process

11:15 am – 12:00 pm

Session: CSR Selection Process
Speaker: Jennifer Carbone, Senior Director Member Service, Blue Cross Blue Shield of Massachusetts
Describe how their CSR selection process works
  • Who owns the CSR selection process
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned and mistakes to be avoided
  • Future improvements
How they incorporate customer feedback into their CSR selection process
  • Method of customer feedback and volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their CSR selection process for helping them improve their call resolution/Csat performance
  • Method of gathering employee feedback and volume of employee feedback
  • CSRs' satisfaction ratings with their CSR selection process
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their CSR selection process
  • FCR and Csat performance prior to implementing their CSR selection process
  • FCR and Csat performance after implementing their CSR selection process
Thursday, May 24 – Day 3 Sparkling Hill Resort, Austria Ballroom
Contact Center
of the Year for 2017

1:00 pm – 2:00 pm

Session: Contact Center of the Year for 2017
Speaker: Kathy Rodine, Vice President, Customer Care, VSP Vision Care
Attendees: Open to all Executive and Management track registrants
See Customer Experience Keynote Session section for details
TCPA Compliance

2:00 pm – 3:00 pm

Session: TCPA Compliance
Speaker: Christine Reilly, JD, Partner, Manatt, Phelps & Phillips, LLP
Attendees: Open to all Executive and Management track registrants
See Customer Experience Keynote Session section for details
Rest & Relaxation
3:00 pm – 5:00 pm
Rest and Relaxation Time

Management Track Details - Day 3

Thursday, May 24 – Sparkling Hill Resort, Austria Ballroom  
CSR Selection
Process

9:15 am – 10:00 am

Session: CSR Selection Process  
Speaker: Jennifer Carbone, Senior Director Member Service, Blue Cross Blue Shield of Massachusetts  
Describe how their CSR selection process works  
  • Who owns the CSR selection process
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned and mistakes to be avoided
  • Future improvements
 
How they incorporate customer feedback into their CSR selection process  
  • Method of customer feedback and volume of customer feedback
  • Action taken from customer feedback
 
How satisfied CSRs are with their CSR selection process for helping them improve their call resolution/Csat performance  
  • Method of gathering employee feedback and volume of employee feedback
  • CSRs' satisfaction ratings with their CSR selection process
  • Action taken from employee feedback
 
Show the link between their FCR/Csat performance and their CSR selection process  
  • FCR and Csat performance prior to implementing their CSR selection process
  • FCR and Csat performance after implementing their CSR selection process
 
Quality Assurance
Program

10:30 am – 11:15 am

Session: Quality Assurance Program  
Speaker: Janalee Willett, Call Center Supervisor, BlueCross BlueShield of Vermont  
Describes how their quality assurance program works  
Find out how BlueCross BlueShield of Vermont expanded their customer feedback process into their quality process. By tying in the survey results with their quality process, BlueCross BlueShield of Vermont 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 Training
Program

11:15 am – 12:00 pm

Session: CSR Training Program  
Speaker: Emma Dellalian, Manager, Learning and Compliance, Canadian Tire Financial Services  
Describes how their CSR training program works  
  • Who owns the CSR training program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
 
How they incorporate customer feedback into their CSR training program  
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
 
How satisfied are CSRs with their training program for helping them improve their call resolution and Csat performance  
  • CSRs' satisfaction ratings with their CSR training program
  • Action taken from employee feedback
 
Shows 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
 
Contact Center
of the Year for 2017

1:00 pm – 2:00 pm

Session: Contact Center of the Year for 2017  
Speaker: Kathy Rodine, Vice President, Customer Care, VSP Vision Care
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
See Customer Experience Keynote Session section for details
TCPA Compliance

2:00 pm – 3:00 pm

Session: TCPA Compliance  
Speaker: Christine Reilly, JD, Partner, Manatt, Phelps & Phillips, LLP
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
See Customer Experience Keynote Session section for details
Rest & Relaxation
3:00 pm – 5:00 pm
Rest and Relaxation Time  

SQM Conference & Awards Ceremony Entertainment

 

Fire & Ice Themed Dinner with Entertainment

Tuesday, May 22nd from 6:00 pm – 9:00 pm
The first evening of the conference is planned for you to enjoy a spectacular Fire & Ice themed night with entertainment. Witness the elements of fire and ice brought to life through ice sculptures, costumed characters, and a thrilling performance from entertainers that will mix danger and delight! We welcome you to come dressed up as fire (red or orange) or ice (blue or white) to join in the fun!


SQM Conference The Young'uns

Western Themed Dinner with Entertainment

Wednesday, May 23rd from 6:00 pm – 10:00 pm
Join us for a Western themed evening. Bring your cowboy boots and plaid shirts, and be ready to enjoy a great time! Back by popular demand, the entertainment for the night is the Young’uns. Voted “Best of the Okanagan” 2014, The Young’uns have been a staple of the area for many years. The Okanagan’s most versatile band is better than ever this year with many new songs and mash-ups that will keep you going all set long. Formed in 1989, the Young’uns are a group of veteran musicians that have worked the valley for many years. Check them out at www.theyounguns.com.



 

Casino Royale Night

Thursday, May 24th from 9:00 pm – 12:00 am
After the gala awards dinner evening, SQM invites you to join us in continuing to celebrate with a Casino Royale night. Double down and let the roulette wheel spin! Enjoy a jackpot experience by trying your hand at Texas hold'em, Blackjack, Roulette, Casino Wheels and more! The DJ will be spinning tunes for your dancing pleasure until midnight!

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? Within Vernon, trails lead into the cedar-lined riparian zone bordering BX Falls and follow the route of the historically important Grey Canal irrigation channel. Or hike the rolling grasslands of the Commonage, explore Ellison and Kalamalka Lake Provincial Parks, head through the forest to the high-country lakes of the Aberdeen Plateau, or travel to Silver Star Mountain and the Monashee Mountains beyond. There is so much to explore!
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.