Customer Contact & Call Centers Event

WEDNESDAY, OCTOBER 22, 2008
8:30	Morning Coffee
9:00	Keynote: Legendary Service at The-Ritz Carlton Bosco Saldanha, Learning Manager, THE RITZ-CARLTON, PALM BEACH
10:00	New Keynote: Sustaining Growth By Creating High Value Service Experiences Sheila T. Harrell, Vice President, Customer Service Operations, FEDEX CUSTOMER INFORMATION SERVICES
11:00	Break: Time to Mix & Mingle
11:30	Featured Session: Utilizing Customer Experience Metrics to Improve Overall Contact Center Performance Gary Class, Senior Vice President, WELLS FARGO
12:30	Solutions Showcase & Luncheon Networking
1:40	Concurrent track sessions begin. Feel free to jump around and find the sessions that interest you most!

Track 3: The Customer Delivering Consistent Value	Track 4: The Future What’s Next? New Channels, New Roles, New Processes
1:40
Building a Customer Focused Culture Jane Judd, Senior Manager, Customer Loyalty, ZAPPOS.COM http://www.zappos.com/	Transforming Agent Roles Drew Daly, Senior Director of Sales, WORLD TRAVEL HOLDINGS Karen Reynolds, Director of Customer Service, WORLD TRAVEL HOLDINGS
2:25
The A, B, C, D’s of Success in Toyota Customer Contact Centers Carla Neff, National Manager, Customer Relations, Toyota Customer Services, TOYOTA MOTOR SALES, USA, INC	Strategic Vision V. Operational Reality – Operational Execution of Consumer Metrics Jeremy Joseph, Customer Experience Program Manager, HEWLETT-PACKARD
3:10
How to Create an Outstanding Customer Experience Tom Guessford, Managing Director, Operations, MARSH CONSUMERCONNEXIONS	Evolving from a Call Center to a Customer Experience Center Tracy Prescott, Director of Customer Service Strategy, THE HOME DEPOT
3:55
Conference Concludes…See You Next Year!