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Agenda Day One
Agenda Day One
TUESDAY, OCTOBER 21, 2008 | |
| 8:00 | Registration, Morning Coffee, and Networking |
| 8:45 | Opening Remarks |
| 9:00 | Panel Session: Small, Medium, and Large Contact Centers Sound Off Chris Lah, Director, Professional Business Services, CINCINNATI CHILDREN’S HOSPITAL MEDICAL CENTER Yolanda Perez, Director, Customer Relations/Technology & Customer Strategies, AMERICAN HEART ASSOCIATION Panelist C: Large Size Call Center (check back for updates on this session.) |
| 9:30 | Meet Attendees Like YOU. Break out into roundtable discussion groups based on the size of your call center |
| 10:15 | Panel reconvenes to discuss your key challenges and answer your group’s questions |
| 10:45 | Break: Time to Mix & Mingle |
| 11:15 | Creating A World-Class Service Organization Dennis Snow, Founder and CEO, SNOW & ASSOCIATES |
| 12:15 | Lunch |
| 1:30 | Concurrent track sessions begin. Feel free to jump around and find the sessions that interest you most! |
| Track 1: The People Optimizing and Energizing the Workforce | Track 2: The Strategy Best Practices for Operational Success |
1:30 | |
| Performance Management – the Good, the Bad and the Ugly Mary L. Cruse, Director, Client Services West, GENZYME | Leveraging Enterprise Processes and Process Owners at LifeMasters Supported Selfcare to Deliver World Class Disease Management in a Call Center Environment Jerry Berlanga, Business Process Manager, Health Improvement Services, LIFEMASTERS SUPPORTED SELFCARE |
2:15 | |
| Managing Agent Churn in a Non-Profit World Yolanda Perez, Director, Customer Relations/Technology and Customer Strategies, AMERICAN HEART ASSOCIATION | HOT TOPIC SESSION! If you have a hot topic or great case study to share, please contact Lisa Deutsch at ldeutsch@iirusa.com to inquire about speaking during this session. |
3:00 | |
Break: Relax, Recap, and Meet New People! | |
3:30 | |
| HOT TOPIC SESSION! If you have a hot topic or great case study to share, please contact Lisa Deutsch at ldeutsch@iirusa.com to inquire about speaking during this session. | Small Call Center Dynamics and How “Small” Isn’t Necessarily a Bad Thing Christopher D. Lah, Executive Director, Business Office Customer Service, CINCINNATI CHILDREN’S HOSPITAL MEDICAL CENTER |
4:15 | |
| Retaining & Developing Talent in Your Call Center Sheryl Nasiatka, Sr. Manager Member Service, BLUE CROSS BLUE SHIELD OF MASSACHUSETTS Ralph Bevilacqua, Director, Member Service, BLUE CROSS BLUE SHIELD OF MASSACHUSETTS | Small Call Center Dynamics and How “Small” Isn’t Necessarily a Bad Thing Christopher D. Lah, Executive Director, Business Office Customer Service, CINCINNATI CHILDREN’S HOSPITAL MEDICAL CENTER |
5:00 - 6:30 | |
Cocktail Reception in the Solution Showcase | |
