DAY Two: Key Issues Workshops
Tuesday, May 3
Day Two will offer concurrent workshops on key issues impacting the customer care profession. These workshops will include presentations from top voices from major brands and other subject matter experts. The workshops will not be organized by industry so attendees are free to choose the workshop of most interest to them. However, participants will be asked to select one workshop to attend for the entire day.
Current Workshop Topics:
Social Media Strategy: Building a Framework and Taking It to the Next Level
Moderator: Frank Eliason, Senior Vice President, Social Media, Citi
Presenters: Ed Billmaier, Senior Director, Relationship & Interactive Marketing, Scotts Miracle Gro; Lisa Larson, Director of Customer Service, drugstore.com; Amber Naslund, VP of Social Strategy, Radian6; Bob Lichi, Strategic Accounts Manager, Astute Solutions; Matt Singley, Caesar's Entertainment Group
Social media is more than just a trendy phrase. It takes hard work and sound planning to develop and implement an effective social media strategy that engages consumers, integrates with existing contact channels and keeps them coming back. In the morning session of this workshop, you will learn the basics for creating a social media strategy including the benefits of planning and why a strategy is critically important. The afternoon session will address how you can take your social media strategy to the next level and will include case studies and best practices from different industry brands. Learn how these brands implemented their social media strategy and also conduct listening, monitoring and other functions. Don’t miss this opportunity to hear from top experts and leading brands in one room and get the information you need to take your social media efforts to the next level!
Leading Your Contact Center Through Best-in-Class Practices
Presenters: Michael Boudreau, Manager-Workforce & Information Management, Eli Lilly & Co.; Sherri Bruen, Manager, Guest Recovery and Training, Darden Restaurants; Mike Neeson, Senior Contact Services Manager, Andersen Windows; Steve Seidl, Managing Director, Alta Resources; Marie Shubin, Director Consumer Relations, E&J Gallo Winery; Rita Wood, President/Managing Consultant, Network Direct
In this interactive session designed for new and emerging leaders in the contact center environment, you will get an refreshed look at the foundations and fundamentals of contact center management. This workshop is the first of a series of workshops on this topic and participants will learn about the latest practices and strategies on forecasting, staffing, call monitoring as well as rewarding and recognizing your team members. With the hands-on assistance of seasoned professionals, participants will create their own learning aids and walk away poised for success in their contact centers.
Surviving A Crisis
Jonathan Bernstein, President, Bernstein Crisis Management, Inc.
When a product or service crisis strikes your company, does your customer care team know how to respond promptly and appropriately? What role does customer care play with the rest of your company's leadership team? How do you communicate internally and externally, online and offline? How can you minimize or even avoid lasting damage through effective crisis team response?
In this highly interactive workshop, you will be thrown into various simulations of actual crisis scenarios. Through role playing and hands-on collaboration, you will learn the basic precepts of crisis response and leave the workshop ready to tackle the next product or service crisis at your company! The workshop will be conducted by Jonathan Bernstein, president of Bernstein Crisis Management, Inc. All workshop participants will receive a copy of Bernstein’s book, “Keeping the Wolves at Bay."
Staying in the Know: Policy and Regulatory Issues Impacting Customer Care
Presenters: Ryan Seaverson, Regulatory Specialist, SafetyCall; Anthony DiResta, Partner, Winston & Strawn LLP; Melanie Neumann, RQA, Inc.
Are you familiar with the major federal policy regulations that impact the customer care profession? Do you know how consumer-related guidelines and rules from agencies like The Food & Drug Administration (FDA) and the Consumer Product Safety Commission (CPSC) affect your company and dictate the ways you must engage with consumers? In this workshop, you will hear from experts discussing a host of policy issues with major implications for the customer care function. Find out what you need to know about federal regulations concerning such topics as product promotion using social media, consumer complaints, product labeling and much more!
New details and speakers are being added to the Symposium breakout sessions so check back regularly for updates!