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Attaining Excellence - starting from wherever you are today!
Submitted by BenchmarkPortal

May 1, 2016

Attaining Excellence – starting from wherever you are today!

 
Is your center small, medium, large?  Well-funded or begging for budget?  Obsessed with efficiency metrics or with customer feedback?  Focused on agent training and retention or on squeezing them as much as possible?  Do you have nagging questions about whether your current practices are best-in-class?
 
Whatever your situation, you will find value in Call Center Campus 2016.  We are devoting a lot of time and (high) energy to ensure everyone comes away with great, actionable information.  This conference relates to you where you really are, and gives you the information you need to move toward excellence. Everyone will find nuggets they can understand and afford, that will propel them to higher performance.  
 
Since its beginnings at Purdue University 15 years ago, Call Center Campus has always held a unique position among contact center conferences.  It brings together the latest research and practical experience to provide the participant with an effervescent mix of ideas and suggestions that give you the means to improve, or even transform, your center.  
 
BenchmarkPortal’s College of Call Center Excellence will hold its 2016 Call Center Campus Week, April 18-22 at Harrah's New Orleans. This annual, unique call center industry event presents an opportunity for attendees to get on the fast track to upgrade customer service and to drive their call centers’ performance to the top.
 
Industry experts, along with BenchmarkPortal’s premier team of instructors, will lead and guide Pre-Symposium Workshops and the two-day Symposium, where we will explore call center challenges and emerging trends in the industry.
 
Pre-Symposium Workshops | April 18-20, 2016
 
·         Pre-Symposium Workshops: Call Center ManagementQuality Assurance, Workforce Management and Coaching for Performanceworkshops will equip you with the skill set that you need to improve your center's performance. The Management workshop takes place Mon-Wed. The Quality Assurance, Workforce Management and Coaching workshops takes place Tue-Wed.
·         Complimentary access to 2-Day Symposium on Thursday and Friday is included with your participation in our certification workshops.
·         Complimentary access to the Networking Reception: Enjoy complimentary drinks and hors d’oeuvres while networking.
·         Networking Breakfasts and Breaks: Get to know your peers throughout the week with continental breakfasts, coffee breaks and afternoon snacks.
The Symposium - unlike any other - features sessions and discussions to inspire innovative thinking and engage participants in exploring compelling avenues for advancing the call center industry. From the informative and inspiring sessions to the multiple networking opportunities, you'll walk away with the skills, connections and resources you need to take your career to the next level.
 
Call Center Campus Symposium | April 21-22, 2016
 
·         Industry-Leading Guest Speakers: Listen to thought-provoking speakers share their insights on how their companies implemented successful programs that focus on improving customer experience.
·         Learning Sessions: Customer Satisfaction, Agent Satisfaction, Metrics, Technology and more...
·         “Hot Topic” Roundtable Discussions: Share business challenges, approaches and best practices on a number of hot topics among your peers.
·         Networking Reception & Awards Ceremony: Opportunity for you to meet meet new colleagues as you enjoy refreshments and light hors d'oeuvres in a relaxed, social setting. BenchmarkPortal will recognize centers that have placed in our Top 100 Call Center Contest, as well as centers which have achieved Center of Excellence status.
·         Networking Breakfasts and Breaks: Get to know your peers while enjoying buffet breakfasts and coffee breaks.
 
Symposium Presentations:
Welcome & Keynote: Attaining Excellence from Wherever You Are Today
Bruce Belfiore, CEO, BenchmarkPortal
Currently, where do you fall on the contact center “maturity map”?  This year’s event is dedicated to ensuring that you will learn how to select “reach goals” that are challenging but realistic for your center.  Bruce Belfiore will outline today’s transformative challenges, as well as the innovative solutions you can leverage to attain excellence.
Roundtable Sessions #1 - What Are Your Biggest Challenges?
We asked…You told…We documented: What keeps Contact Center managers up at night? Spend some time with a jury of your peers developing solutions to the 3 challenges that your survey responses have identified as Contact Center managers’ biggest headaches. This roundtable session will explore inside the box, outside the box and off the wall ideas to help overcome the daily challenges that confront us all.
 
How Six Sigma Fundamentals Apply to Workforce Management
Adam Cincoski, Subject Matter Expert, BenchmarkPortal
Have you ever tried to fix a performance issue in your operation only to find your results didn’t improve with it?  In this session we’ll explore how adding some simple Six Sigma fundamentals to your already existing WFM processes can help save you time, effort and frustration – not to mention dollars.  And, best of all, you don’t have to be a Black Belt to leverage tools like a SIPOC or Control Charts to understand your processes and what they are capable of producing.
 
Big Data De-Mystified
John Speicher, Cisco
It’s Simple: “Big Data” + Analytics = Big Results
But…where does it come from? Where does it go? How do you sort it to make sense of it all? These are the topics that will be covered in our journey into the topic that gets so much play today, but no one seems to quite get. And when we’re done you’ll understand how “Big Data” Analysis can:
·         Provide insight into Customer behavior
·         Anticipate customer trends
·         Yield timely and relevant customer experiences, and
·         Help drive innovation, increased revenues, and keep customers happier.

Customer Experience Journey Mapping
Bruce Belfiore, CEO, BenchmarkPortal & Amy Novak
Nothing helps you see your way toward excellence like analyzing your service through the eyes of your customers.  This interactive presentation will explore best practices in Customer Experience Journey Mapping.  Bruce and Amy will provide you with a handout that you will fill out during the session and can bring home to help you institute or improve your journey mapping efforts. [We should also consider an electronic version of the handout that people can fill in on their laptops or tablets….How could we do that?]
 
Knowledge Management
Brian Golden, Contact Center 411
Knowledge Management tools and resources are the brain of your contact center, providing agents with information they need right when they need it…when developed effectively and working properly.  Knowledge Management tools have an impact on several key performance metrics, including First Contact Resolution, Sales Conversion Rate, Average Talk Time and Handle Time, as well as your overall Call Quality and Accuracy.  In this session, Brian Golden from Contact Center 411 will present best practices for effective Knowledge Management in the contact center, and discuss the latest tools supporting this essential function.
 
Dynamic Benchmarking - Tracking Will Get You More Backing
Jose Perez, Senior Consultant & John Chatterley, Senior Research Analysts, BenchmarkPortal
Few contact centers are really good at tracking and computing the value of their improvement initiatives.  This robs them of senior-level support for additional initiatives.  Attendees will be given valuable tips on how to do this well, as well as access to a tool to help get them started.
 
Addressing Your Top Challenges - Description from Bruce
Bruce Belfiore, CEO, BenchmarkPortal
Bruce will bring forward salient points from Thursday’s discussions and put a thoughtful spin on the major challenges that function as barriers, and the creative solutions that are propelling today’s managers to excellence.
 
Data, Dashboards, Groupthink and Games.  Bringing Data AND People Together for Success - Amy Novak, Senior Consultant, BenchmarkPortal
Providing trend dashboards devoted to customer satisfaction/customer feedback available at the employee’s level.  The future is here but it is not very well distributed, as leaders we should start asking the future to get distributed to us for our centers.
Agent Engagement and Empowerment
Amy Novak, Senior Consultant, BenchmarkPortal
Agents who are empowered by their systems and by their colleagues to satisfy their customers are themselves more likely to be satisfied and productive.  It is important to create an environment that engages agents in their work.  Engagement is sustained actions and/or interactions at many different levels and engagement depends on the flow of experiences over time.
 
Learning Best Practices: Q & A with Industry Leaders

Ask The BenchmarkPortal Panel of Experts
 
And many more presentations… we truly hope you can join us for this exciting event in New Orleans!
 

For more information, visit our website: http://www.benchmarkportal.com/call-center-campus 

 

 
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