Summit Agenda

General Schedule

Day 1: Tuesday, September 18
8:00 am-8:30 am Continental Breakfast and Registration
8:30-9:00 am Welcome and Introduction of Steering Committee
9:00-10:00 am Keynote Presentation:
Olivette Whipple, Vice President, Global CRM Customer Contact Centers in the Americas, Europe and Asia, IBM
10:00-10:30 am Benchmarking Overview:
Cliff Moore, COPC
10:30-10:45 am Break
10:45-11:30 am Breakout Session:

• Customer Service Support
Facilitator: Willie Daniels, Chrysler
• Dealer Support
Facilitator: Mary Baumgartner, Ford
• Financial Services
Facilitator: Scott Wilder, Toyota
11:30 am-12:15 pm Group Discussion:
Debrief of Breakout Sessions
12:15-1:00 pm Lunch
1:15-2:15 pm

General Session:

Benchmarking Results in Technology
COPC

Panel Discussion: Technology +
Self-Service
• Olivette Whipple, IBM (Moderator)
• Gurinder Kaur, IT Integration Manager, Ford
• Larry White, Supervisor, Service Technical
Assistance Resource Center (S.T.A.R.),
Chysler
• Jim Mooney, Corporate Manager, Toyota
Customer Service
• B.J. McDonald, Senior Director, Continental
Airlines

2:15-2:30 pm Break
2:30 - 3:15 pm Breakout Session:

Recruitment, Hiring and Avoiding Attrition
Facilitator: Sherry Hayes, Honda

3:15-3:30 pm Break
3:30-4:30 pm Breakout Sessions:

Training Quality Assurance and End-User Satisfaction
Facilitators: Rosemary O'Malley, Ford
and Peter Edghill, Chrysler

4:30-5:30 pm Group Session:
Debrief of Full Breakout Sessions
6:00-7:00 pm Group Dinner

 

Day 2: Wednesday, September 19
8:00-8:30 am Continental Breakfast
8:30-8:45 am Opening Session
8:45-10:15 am Benchmarking Study Presentation:

Service Metrics (COPC)
Facilitator: Scott Lawson, General Motors
10:15-10:30 am Break
10:30 am-12:00 pm Benchmarking Study Presentation:

Support Models (COPC)
Facilitator: Peter Edghill, Chrysler

12:00-12:45 pm Lunch
1:00-2:30 pm Benchmarking Study Presentation:

First-Call Resolution (COPC)
Facilitator: Scott Lawson, General Motors
2:30-2:45 pm Break
2:45-3:45 pm

Group Discussion:
Lessons Learned/Adjournment

J.W. Marriott Desert Springs Hotel

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