	Packages & Pricing
	Conference Discounts
	Conference Hotel
	Tracks & Sessions

SCHEDULE AT A GLANCE

Tuesday October 9
8:00am - 5:00am	Registration & Information

8:00am - 9:00am	Continental Breakfast & Networking

9:00am - 12:30pm	Pre-Conference Morning Site Tours and Workshops
Pre-Con 1 : Continuous Improvement Project Workshop for Contact Center Leaders I Pete McGarahan, McGarahan and Associates Site Tour 1 : Baptist Health South Florida Site Tour 2 : Road America

10:30am - 11:00am	Morning Beverage Break

12:30pm - 1:30pm	Pre-Conference Lunch & Networking

1:30pm - 5:00pm	Pre-Conference Afternoon Site Tours and Workshops
Pre-Con 2 : Continuous Improvement Project Workshop for Contact Center Leaders II Pete McGarahan, McGarahan and Associates Site Tour 3 : Baptist Health South Florida Site Tour 4 : Interval International

3:00pm - 3:30pm	Afternoon Beverage Break
Wednesday October 10
7:30am - 7:00pm	Registration & Information

8:00am - 9:00am	Buffet Breakfast and Common Ground Roundtable Discussions

9:00am - 10:15am	Opening General Session
Keynote 1 : Leadership Strategies On Getting More From Your Team Victor Antonio, Leadership Expert

10:30am - 11:30am	Session Block 1
101 : Transforming Your Customer Service Center Into a Profit Center Laurie Lynard, Telemasters, Inc. Strategic Planning 102 : Taking Control of the Customer Experience Pete McGarahan, McGarahan and Associates Quality and Customer Experience Management 103 : Mythbuster: Social Media and the Contact Center Jay Minnucci, Service Agility Social Media in the Contact Center 104 : The Six Key Elements of a Successful At-Home Agent Program (Part 1) Tim Dewey, B Virtual Inc. Work At Home Program Management 105 : Why Making the 'Sales Connection' is Your Contact Center's Key to Empowerment (So You Can Stop Begging for Funds!) Anne Slough, LSA Global Jane Pearson-Wray, Electrolux Major Appliances, NA Agent Hiring, Development, & Retention

11:30am - 11:45am	Morning Beverage Break

11:45am - 12:45pm	Session Block 2
201 : Employee Engagement Jeff Doran, CCEOC Inc. Strategic Planning 202 : What You Can Learn From Your Least Satisfied Customers David Lewy, Knoah Solutions Quality and Customer Experience Management 204 : The Six Key Elements of a Successful At-Home Agent Program (Part 2) Tim Dewey, B Virtual Inc. Work At Home Program Management 205 : Staffing Challenges and Successes in a Small Contact Center David Gingrich, Geisinger Health System Agent Hiring, Development, & Retention

12:45pm - 1:30pm	Buffet Lunch

1:30pm - 2:15pm	General Session
Keynote 2 : The Customer Genome Project: Decoding Customer DNA using Big Data Norm Merritt, iQor

2:30pm - 3:30pm	Session Block 3
301 : From India and the Philippines to Romania – The Benefits of Migrating to an Emerging BPO Location. Doug Klees, AOL Strategic Planning 302 : Total Quality Management Brian Flagg, Cincom Systems, Inc. Quality and Customer Experience Management 303 : Move the Needle: Learn the Right Way to Conduct Outlier Analysis to Improve Any Performance Metric in Your Customer Contact Operation (Part 1) Judi Brenstein, COPC Inc. Performance Management 304 : Motivating and Retaining the Hourly Employee Phyllis Kennedy, The Williams Companies Workforce Optimization 305 : Generation Y? Designing Learning to Engage the New Agent Workforce Jim Guilkey, S4 NetQuest Agent Hiring, Development, & Retention

3:45pm - 4:15pm	Tools and Trends Sessions
T&T1 : You Had Me at Hello: Using Real-Time Data and Analytics to Optimize the Caller Experience Dorean Kass, TARGUSinfo Tools and Trends T&T2 : Tools and Trends Enhancing the Customer Experience Bradley Baumunk, Genesys Tools and Trends T&T3 : Improving Customer Delight Through Desktop Optimization to Stream Call Flow Tom Christenson, CGS Tools and Trends T&T4 : Optimizing Contact Centers With Cloud Solutions Barry O’Sullivan, Five9 Tools and Trends

4:15pm - 4:30pm	Afternoon Beverage Break

4:30pm - 5:30pm	Session Block 4
401 : Operational Excellence in Contact Centers Mark Webber, Cisco Systems Strategic Planning 402 : Supporting the Mobile User Bobbi Chester, Interactive Intelligence Quality and Customer Experience Management 403 : Move the Needle: Learn the Right Way to Conduct Outlier Analysis to Improve Any Performance Metric in Your Customer Contact Operation (Part 2) Judi Brenstein, COPC Inc. Performance Management 404 : The Home Working Game Changers Michele Rowan, At Home Customer Contacts Work At Home Program Management 405 : Engage Your Agents With Web-Based 3-D Animated Gaming Simulations: The Wave of the Future in Training Bob Davis, Robert C. Davis and Associates Agent Hiring, Development, & Retention

5:00pm - 7:30pm	Exhibit Hall Open

5:30pm - 7:30pm	Happy Hour Welcome Reception
Thursday October 11
8:00am - 6:00pm	Registration & Information

8:00am - 9:00am	Buffet Breakfast and Sponsor Rountable Discussions

9:00am - 10:15am	General Session
Keynote 3 : Filling the Glass: Real World Tactics and Motivation for Increasing Productivity AND Job Satisfaction Barry Maher, Management Expert

10:30am - 11:30am	Session Block 5
501 : Building Transformational Leaders For Sustained Organizational Success (Part 1) Kimberly Mitchell, InterWeave Strategic Planning 502 : The Right Agent in the Right Seat with the Right Tools: How Technology Enables Dynamic Allocation Gary Praznik, iQor Performance Management 503 : Coaching for Customer Experience & Motivation Results Melissa Kovacevic, CommPlan Contact Center Consulting Performance Management 504 : The Power of the Social Organization Michael Pace, The Pace of Service Social Media in the Contact Center 505 : A Whole New Set of Writing Skills: How to Train Phone/E-Mail Agents to Chat with Customers Leslie O’Flahavan, E-Write Agent Hiring, Development, & Retention

11:00am - 2:00am	Exhibit Hall Open

11:30am - 11:45am	Morning Beverage Break

11:45am - 12:45pm	Session Block 6
601 : Building Transformational Leaders For Sustained Organizational Success (Part 2) Kimberly Mitchell, InterWeave Strategic Planning 602 : Your Quality Team's Auditing and Speech Analytics - What Now? Craig Antonucci, BPA Quality Quality and Customer Experience Management 603 : Creating a High Performance Contact Center Environment Anne Slough, LSA Global Performance Management 604 : Delighting Agents and Administrators through Auto-Optimization Larry Schwartz, WorkFlex Solutions LLC Workforce Optimization 605 : Per-Fessional: 7 Steps to Improving Your Culture Inside and Out Greg Troxell, United Stationers Agent Hiring, Development, & Retention

12:45pm - 2:00pm	Buffet Lunch & Lightning Talks

2:00pm - 2:15pm	Expo Prize Giveaway

2:30pm - 3:30pm	Session Block 7
701 : Eye of the Storm: Quick Fixes When Severely Short-staffed Jay Minnucci, Service Agility Workforce Optimization 702 : Balance the Expectations of Agent Efficiency and Effectiveness Matt McConnell, Knowlagent Quality and Customer Experience Management 703 : Multichannel Contact Center - Strategies for Success James Bradley, Palm Coast Data and Kable Media Services Wendy Mikkelsen, Avaya Performance Management 704 : A Practical Guide to Implementing Social Media as a Customer Care Channel Jim Parker, Siemens Enterprise Communications Social Media in the Contact Center 705 : New Ways To Use Gamification To Curb Tardiness, Absenteeism and Turnover Bob Cowen, Snowfly Agent Hiring, Development, & Retention

3:30pm - 3:45pm	Afternoon Beverage Break

3:45pm - 4:45pm	Session Block 8
801 : Contact Center Planning, Step by Step Ric Kosiba, Bay Bridge Decision Technologies Strategic Planning 802 : Maximizing the Multimedia Customer Experience Through the Contact Center Ernie Wallerstein, Zeacom Quality and Customer Experience Management 803 : Is Your Call Important to Me? Catherine Gauthier, Symbiose Customer Contact Center Performance Management 805 : Transitioning Call Centers for Success with Gen Y Kevin Childs, ManpowerGroup Solutions Kate Donovan, ManpowerGroup Solutions Agent Hiring, Development, & Retention
Friday October 12
8:00am - 1:00pm	Registration & Information

8:00am - 9:00am	Buffet Breakfast and Wrap Up Roundtables

9:00am - 10:15am	General Session
Keynote 4 : Stop Global Whining! Christine Cashen, Life Coach

10:30am - 11:30am	Session Block 9
901 : Improve Sales Performance by 56 Percent Tab Norris, ASLAN T&D Agent Hiring, Development, & Retention 902 : Make a Great Impression on Customers with MAGIC E-Mails Tom Larkin, Communico Ltd Quality and Customer Experience Management 903 : The Art and Science of a Strategic Coaching Culture Kimberly Mitchell, InterWeave Performance Management 904 : Future Contact Resolution John Quaglietta, Avaya Quality and Customer Experience Management

11:30am - 11:45am	Morning Beverage Break

11:45am - 12:45pm	Session Block 10
1001 : Why Workforce Management and Analytics? Colin Jeffs, Avatel Technologies Inc. Workforce Optimization 1002 : Intelligent Virtual Agents Integrate with Call Center to Achieve 100 Percent Resolution Pamela Kostka, VirtuOz Quality and Customer Experience Management 1003 : Building a Culture that Cares Rich Hand, Contact Center Association Agent Hiring, Development, & Retention 1004 : Teach, Train, Transition a Winning Team! Jonnita Pleasant, Baylor College of Medicine Agent Hiring, Development, & Retention

Sponsors

SCHEDULE AT A GLANCE

Tuesday October 9

Wednesday October 10

Thursday October 11

Friday October 12