2014 Roundtable of Champions

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Agenda

Please note that the agenda is tentative and on Central Standard Time. Check back for updates.

 Monday, April 14, 2014

2:00 p.m. - 5:30 p.m.
AMERICAS A FOYER

Registration Opens


5:30 p.m. - 6:30 p.m.
AMERICAS A-C FOYER

Welcome Reception


6:30 p.m. - 8:00 p.m.
AMERICAS A-C

Welcome Dinner and Keynote Address

Opening Remarks and Welcome (6:30 p.m - 6:45 p.m.)
— Herb Williams-Dalgart, Senior Director, Certification & Performance Improvement, J.D. Power

Keynote Address – An earthquake in customer service (6:45 p.m. -7:15 p.m.)
— Tom Lewis, CEO, SmartAction


 Tuesday, April 15, 2014

6:45 a.m.
AMERICAS A FOYER

Registration Opens


7:00 a.m. - 8:00 a.m.
AMERICAS AB

Networking Breakfast Buffet


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

Opening Remarks:  Introduction to the 2014 Rountable of Champions and Agenda

— Herb Williams-Dalgart, Senior Director, Certification & Performance Improvement, J.D. Power

Herb welcomes attendees and outlines what is in store for them at the conference.


8:30 a.m. - 8:55 a.m.
AMERICAS DE

ROC special elements explained and special recognition

— Mark Miller, Senior Director, Contact Center Solutions, J.D. Power

Mark reviews special elements of the ROC agenda—including the strategic issue reviews, facilitated QA sessions, breakouts, executive workshop. 


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

Client Spotlight: How KARL STORZ Endoscopy-America used certification recognition to help change the culture

It's Not a Race, It's a Journey
— Marian Favors, Director, Customer Support, KARL STORZ Endoscopy-America, Inc.

Marian explains how she has used the Certified Contact Center distinction to affect the company's culture.


9:35 a.m. - 10:05 a.m.
AMERICAS DE

Client Spotlight: Driving customer satisfaction through proactive communication strategies

— Yolanda France, Director, Customer Contact Operations, Salt River Project

Yolanda explains the shift in how SRP communicates with their customers through different channels and offers specific advice on how to roll out proactive communications strategies via social media, text and email.


10:05 a.m. - 10:35 a.m.
AMERICAS AD FOYER

Networking Break in Exhibit Hall


10:35 a.m. - 11:05 a.m.
AMERICAS DE

Strategic Issue Review: Performance Management for Complex, Dis-Aggregated Environments

Performance Management for Complex, Dis-Aggregated Environments
— Patrick Botz, Vice President of Performance Optimization, VPI

Patrick explains why performance management has become so complex, and why without a unified approach that consolidates information, visualizes the right insights at the right time, and optimizes behaviors, organizations can experience inhibited operational excellence, customer satisfaction, and profits. 


11:05 a.m. - 11:20 p.m.
AMERICAS DE

Client Recognition

Highest Performer Recognition—Evaluation Phase
— Luther Tucker, Director, Contact Center Solutions, J.D. Power

Luther recognizes high performers in the evaluation phase of the certification process and talks with them about their company, culture and team.


11:20 a.m. - 11:50 p.m.
AMERICAS DE

Client Spotlight: Taking The Guardian's Customer Satisfaction to the Next Level

— Kim Delaney, 2nd Vice President, Business Services, Project Management Office and Operational Excellence, Retirement Solutions, Guardian Retirement Solutions

Kim talks us through the business challenges and decision-making that propelled The Guardian to high performer status.  Learn why key decisions were made that helped The Guardian to score among the highest of all brands in last year's research phase of certification.


12:00 p.m. - 1:00 p.m.
AMERICAS AB

Networking Lunch Buffet


1:05 p.m. - 1:35 p.m.
AMERICAS DE

Strategic Issue Review: Recruiting and Hiring

"Quality of Hire" Report Card
— Brent Holland, Vice President Customer Solutions, FurstPerson

Brent will discuss the following topics with  attendees:

  • How to know if the hiring process delivers results
  • How to demystify the hiring process through the combination of technology and statistical modeling
  • How to utilize analytics dashboards to create transparency between the hiring process and business results
  • How to turn the hiring process into a leading indicator of performance and a valuable strategic tool

1:40 p.m. - 2:30 p.m.
AMERICAS DE

Certified Panelists Strategic Issue Contributors QA and Facilitated Executive Discussion 

— Kim Delaney, 2nd Vice President, Business Services, Project Management Office and Operational Excellence, Retirement Solutions, Guardian Retirement Solutions
— Marian Favors, Director, Customer Support, KARL STORZ Endoscopy-America, Inc.
— Yolanda France, Director, Customer Contact Operations, SRP
— Patrick Botz, Vice President of Performance Optimization, VPI
— Brent Holland, Vice President Customer Solutions, Furst Person


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

Networking Break


3:00 p.m. - 3:10 p.m.
AMERICAS DE

Breakout Session Instructions

— Mark Miller, Senior Director, Contact Center Solutions, J.D. Power

Mark Miller reviews the format, tools and goals of the Breakout Sessions


3:10 p.m. - 4:10 p.m.
BREAKOUT ROOMS

Breakout Sessions

—Driving customer satisfaction through proactive approaches 
—Translating VOC data to operational change
—Driving a culture of customer centricity
—Best practices in recruiting and hiring
—Best practices in performance management 


4:10 p.m. - 5:30 p.m.
AMERICAS DE

Breakout Session Readouts and Discussion

Topics are discussed by group leaders in order to facilitate discussion and the exchange of ideas with the broader group


5:30 p.m. - 6:30 p.m.

Evening Break


6:00 p.m. - 6:30 p.m.
AMERICAS DE

Optional Event: Technology Spotlight—SmartAction


6:30 p.m. - 8:00 p.m.
AMERICAS A-C

Networking Dinner


 Wednesday, April 16, 2014

7:00 a.m. - 8:00 a.m.
AMERICAS AB

Networking Breakfast Buffet


8:00 a.m. - 8:25 a.m.
AMERICAS DE

Welcome, Recap and Day-Three Agenda

— Herb Williams-Dalgart, Senior Director, Certification & Performance Improvement, J.D. Power


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

Maximizing self-service adoption as a strategic element to contact center operations

— Mark Miller, Senior Director, Contact Center Solutions, J.D. Power

Mark will facilitate a group discussion regarding the challenges of navigating the desire of high containment, which drives immediate cost savings, and personal interactions which typically drive immediate experience and relationship benefits.


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

Executive-Level Workshop: Applying Self-Service Maximizer Operational Strategies

In this executive-level 1-hour workshop Bill Price, the first Global VP of Service for Amazon.com, will introduce "Self-Service Maximizer Operational Strategies" using sample data, and laying in place key inputs, processes, measurements, and partnerships required to improve both efficiency and effectiveness by:

  • Increasing self-service adoption by 5-10 percentage points (on the web, in an IVR system, and through proactive alerts in lieu of an assisted interaction)
  • Reducing operating and capital costs by 20-30% over the first several years (measured on a CPX or contact per driver X basis, e.g. lower contacts per account or per order shipped)
  • Producing higher CSAT by 10%–25% (for those customers using self-service that now works for them)

Bill will engage all attendees to this workshop to apply the sample data and then begin to construct their own company's pursuit of self-service maximization


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

Networking Break in Exhibit Hall


10:30 a.m. - 11:30 a.m.
BREAKOUT ROOMS

Breakout Sessions: Operational strategies, technologies and tactics to deliver better service in all channels

Power Alliances Networking Breakout Session: Attendees will break into Power Alliance Networks (groups without direct competitors) to discuss best practices, technology capabilities, and requirements for creating strategies to maximize the right mix of containment and assisted service. 


11:35 a.m. - 12:00 p.m.
AMERICAS DE

Recognition: Leaders in Customer Experience

— Herb Williams-Dalgart, Senior Director, Certification & Performance Improvement, J.D. Power
— Luther Tucker, Director, Contact Center Solutions, J.D. Power

Herb and Luther will introduce the highest performers for the research phase of the certification process and facilitate a discussion with them concerning their company, culture, and team.


12:00 p.m. - 1:00 p.m.
AMERICAS AB

Networking Lunch Buffet


1:00 p.m. - 1:45 p.m.
AMERICAS DE

J.D. Power Program and Tool Changes

— The J.D. Power team reviews the big changes to the 2014 Certification Program as well as to our tools and other product elements, facilitating open discussion on what the changes mean to clients in terms of preparation, and program execution.


1:45 p.m. - 2:45 p.m.
AMERICAS DE

The Current and Future Needs of Service Providers

— The J.D. Power team will facilitate an open discussion on what the future holds for the contact centers and explore with the attendees gaps in information or services that J.D. Power may be able to assist with.  Each year, this session helps shape our future offerings to meet your needs and helps us modify current offerings to deliver maximum value.


2:45 p.m. - 3:00 p.m.
AMERICAS DE

Event Close

— Herb Williams-Dalgart, Senior Director, Certification & Performance Improvement, J.D. Power

Herb will offer final thoughts and close the conference.


2014 ROUNDTABLE OF CHAMPIONS April 14-16, 2014

For More Information:

Luther Tucker

J.D. Power

(330) 953-2600
Luther.Tucker@mhfi.com