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Pre-Conference Workshops

Pre-Conference Workshops

8:30 - 12:00       AM WORKSHOP
8:30Registration, Morning Coffee and Networking
9:00

The Best Team – Making it Happen!

THIS WORKSHOP HAS BEEN CANCELED.
OUR APOLOGIES FOR THE INCONVENIENCE.
1:30 - 5:00       PM WORKSHOP
1:30Using Existing Customer Data to Drive Quality to New Heights!

Organizations have been focused on quality for many years. The contact center is the largest repository of customer feedback yet often the “voice of the customer” does not expand beyond it to other parts of the organization that at times impact why customers are calling. This workshop is designed for those of you who have a quality program in place today that is heavily focussed on score carding at the front line agent level without seeing the improvements you want. Through a series of exercises and examples of best practices this workshop will provide you with the “how” for the following:
  • Evaluating how you are managing quality today – are you truly leveraging the “voice of the customer”
  • Ideas for how to update your scorecards to be more relevant to what agents control
  • Organizational design options to fully support quality from the frontline to outside the contact center
  • Foundational elements for how to drive a holistic quality program

Erika Van Noort, Director, Management Consulting Contact Centers and Best Practices, Design and Delivery Solutions, Enterprise Group, BELL CANADA

Lillian Harris, Senior Consultant - Management Consulting Practices for Contact Centres, Enterprise Design and Delivery, BELL CANADA

Conference Brochure

Media Partners

  • CRMAdvocate

  • 1to1 Media

  • Brand Channel

  • CMO council

  • Customer Care Coach

  • Customer Care Institute (CCI)

  • Customer Service Group

  • Customer Service Manager

Event Sponsors

  • American Customer Care (ACC)