Agenda

Please note the agenda is in Central Standard Time and is subject to change.

 Tuesday, March 3, 2015

2:30 p.m. - 5:30 p.m.
GATEWAY BALLROOM FOYER

Registration


5:30 p.m. - 6:15 p.m.
GATEWAY BALLROOM FOYER

Welcome Reception


6:15 p.m. - 8:00 p.m.
AMERICAS DE

Networking Dinner and Keynote Address

Keynote Address – Optimizing Customer Experience by Maximizing Authentic Connection
- Ted Nardin, President, Ideal Dialogue Company
- James Keaten, Professor of Communication Studies, University of Northern Colorado; and Chief Science Officer, Ideal Dialogue Company


 Wednesday, March 4, 2015

7:30 a.m. - 8:15 a.m.
AMERICAS A-C

Networking Breakfast Buffet

Opening Remarks
- Mark Miller, Contact Center Practice Leader, J.D. Power


8:15 a.m. - 8:30 a.m.
AMERICAS DE

Benchmarking to drive top performance

J.D. Power will review brand new benchmark data and share some KPI's and KOM's from top performing companies


8:30 a.m. - 9:00 a.m.
AMERICAS DE

Applying best practices to improve your performance

J.D. Power reviews selected best practices, reviews training benefits, and introduces former BT client for audience questions and answers on getting the most from a self-assessment


9:00 a.m. - 10:00 a.m.
AMERICAS DE

The Power of Certification-The Guardian Case Study

J.D. Power discusses Certification and its branding, operational and morale benefits with The Guardian Retirement Services' Kim Delaney, 2nd Vice President, Business Services, Project Management Office and Operational Excellence


10:00 a.m. - 10:30 a.m.
AMERICAS FOYER

Networking Break


10:30 a.m. - 11:30 a.m.
AMERICAS DE

Driving Operational Prioritization Through Customer-Based Assessment

- Mark Miller, Contact Center Practice Leader, J.D. Power


11:30 a.m. - 12:00 p.m.
AMERICAS DE

Leveraging VOC Programs and Third-Party Assessment to Identify Operational Gaps

J.D. Power dives into effective strategies for ensuring customer experience improvement within your operating constraints


12:00 p.m. - 12:45 p.m.
AMERICAS A-C

Networking Lunch Buffet


12:45 p.m. - 1:30 p.m.
AMERICAS DE

Prepping for the Certification's Evaluation Phase

A J.D. Power evaluator reviews the best strategies and approaches to maximize compliance against the J.D. Power Certified Contact Center evaluation phase


1:30 p.m. - 2:30 p.m.
AMERICAS DE

Maximizing Self Service and Customer Experience

- Bill Price, President, Driva Solutions, first Global VP of Customer Service at Amazon.com


2:30 p.m. - 3:00 p.m.
AMERICAS FOYER

Networking Break


3:00 p.m. - 3:30 p.m.
AMERICAS DE

How to Improve Your IVR

- Jay Minnucci, President, Service Agility and former head of performance improvement consulting at ICMI


3:30 p.m. - 4:00 p.m.
AMERICAS DE

Best Practices for 2015

- Mark Miller, Contact Center Practice Leader, J.D. Power


4:00 p.m.

Event Concludes


2015 CONTACT CENTER SOLUTIONS CONFERENCE March 3-4, 2015

For More Information:
Ryan Omilion
J.D. Power
(248) 680-6307
[email protected]