2011 Automotive Summit Agenda
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Monday, October 17
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6:30pm
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Group Dinner with Automotive Members Attending SOCAP Annual Conference (Optional)
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Wednesday, October 19
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8:30am
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Welcome
Introductions, Legal Requirements, Agenda Review
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9:00 - 10:15am
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Carlisle/COPC Benchmarking
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10:15 - 10:45am
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Break
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10:45am - 12:00pm
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Carlisle/COPC Benchmarking
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12:00 - 1:00pm
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Networking Lunch
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1:00 - 2:30pm
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Case Management
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2:30 - 3:00pm
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Break
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3:00 - 4:30pm
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Breakout Sessions:
(Breakouts Facilitated by OEM Representatives)
- Effective Handling of Recalls and Media Events
- Litigation and Vehicle Buy-Backs
- Visibility of the Contact Center with Senior Management
- Optimizing Your IT Spend
- Outsourcing and the Client-Vendor Relationship
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4:30 - 5:00pm
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Report Out / Wrap Up
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6:30 - 8:30pm
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SOCAP Dinner for Summit Attendees Only
(Dinner included with Summit registration—must be registered for the Summit to attend)
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Thursday, October 20
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8:30 - 9:00am
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Welcome & Opening Comments
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9:00 - 10:30am
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Quality Assurance and Training
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10:30 - 11:00am
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Break
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11:00am - 12:30pm
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Breakout Sessions:
(Breakouts Facilitated by OEM Representatives)
- Effective Handling of Recalls and Media Events
- Litigation and Vehicle Buy-Backs
- Visibility of the Contact Center with Senior Management
- Optimizing Your IT Spend
- Outsourcing and the Client-Vendor Relationship
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12:30 - 1:30pm
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Networking Lunch
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1:30 - 3:00pm
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Customer Satisfaction with Call Center Performance,
Including First Call Resolution
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3:00 - 3:30pm
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Meeting Wrap-Up
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3:30 - 5:30pm
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Post-Summit Discussion
(General Motors, Ford, Chrysler, Honda, Nissan)
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