Monday, April 4th

7:30 - 8:30 Committee Breakfasts
Meetings will be held for SOCAP International Committees: Membership, Brand Task Force, Conference, Editorial Review, Research, Special Interest Group Task Force, Chapter Task Force, and the International Relations Task Force.

7:30 - 8:45 Exhibits Open & Coffee Service

8:30 - 8:45 Opening Ceremonies
SOCAP Chairman, Sheila Sullivan

8:45 - 10:15
Keynote Session
Fix the Future
Stan Slap
To be a successful brand - compelling, competitive and durable - your company must be branded for how you sell, not just what you sell. There's more mythology, misdirection, superstition and generalized academic babble about the customer experience than most business subjects. This keynote speech will dismantle all that - with a chainsaw. You'll learn:
· The true definition of a brandable customer experience
· Why selling, advertising, logic and bribery won't work
· How to create recognition in your customers of your intent to provide the experience
· How to create willingness in your employees to deliver the experience
· Fire down below: the key ingredient of every successful brand
There are only two times to create a brandable customer experience: Now and when it's too late. Fix the Future is about doing it now. Stan Slap is deadly serious. Totally twisted. He is an expert in creating ferocious commitment in employee and customer cultures and doesn't focus on anything else. Since these two groups decide the success of any business, he doesn't think there is anything else. Since 1985, Stan has devoted his hoodlum neurons to creating big impact for many of the world's biggest organizations, from Microsoft and eBay to the IRS and the Government of Northern Ireland. His training programs are taught in over 70 countries , his business videos have won many awards, and HarperCollins will soon be publishing his first two books. His corporate biography says, "Stan is intent on making a profound difference in the world before he is forcibly removed from it." There are only two times to create a brandable customer experience: Now and when it's too late. Fix the Future is the keynote presentation about doing it now. Industry breakouts following this session will be focused on a workshop task assigned by this speaker.

10:15 - 12:00 Exhibits Open

10:15 - 11:00 Coffee Break

11:00- 12:00 Industry Breakouts

Meet with your industry peers to discuss the ideas presented in the opening keynote presentation. Compare ideas and strategies for creating brandable customer service. Stan Slap was creating solutions for companies long before he got on stage to talk about them. Heaven tm is the slap company program that creates a brandable customer experience and is the highest rated customer experience method in many of the world's most highly rated companies. The full program is a complex process and a wild affair even by Stan's disturbingly high standards for "wild affair." He can't jam the whole program into a one-hour workshop for us (that would be called Hell) but he will provide an important component for small industry group discussion and visit groups in progress to provide input and coaching.

12:15 - 1:15 Networking Luncheon

1:30 - 2:45
Plenary Session
Unleashing Excellence: The Leadership Challenge
Dennis Snow
Studies have shown the challenge for most leaders is not developing a vision, it is executing the vision. Employees watch to see how committed their leader is, and take their cue directly from the leader. There may have been a time when the leader had the answers to every business issue that would arise, The leader had formal authority and was usually an expert in all phases of the operation. Due to changing customer expectations and competition, those days are over. Today's leaders must rely on the skills of a facilitator, visionary, and idea champion. Discover how to walk thte talk of organizational values, how to build an organizational commitment to a vision and how to create a culture of accountability. In this interactive session, you will learn how to define the behaviors that define your company's service culture, outline hiring processes that ensure that service-oriented individuals are recruited, learn about new-hire orientation and on-the-job training that reinforces the service culture, review communication practices to keep the service focus in front of employees, gain tools for involving employees in the forward movement of the company and empower decision making, and define accountability processes that ensure that service excellence is non-negotiable. Dennis Snow's customer service expertise was born and developed over 20 years with The Walt Disney World Company, managing various operating areas throughout the famous theme park. He spent several years with the Disney University, ranking within the top three percent of the company's leadership team.

3:15 - 4:15 Concurrent Presentations:

1) Are Contact Center Standards Important?
The contact center business until relatively recently has been "standards free." However, standards have now emerged onto the scene. It appears that many centers believe the question now is "Which standard do I use?" versus "Should I use a standard"? None-the-less, the fundamental question remains - is there any value to a standard in the contact center business? What are the options for standards? How does an operating model differ from a standard? Why are there so many standards being touted? Is any one standard necessarily better than another? What value does a standard bring? Is it real or perceived value? Is there an ROI for use of standards? How does it work? What kind of ROI should I expect? What key benefits can I expect to gain from use of a standard? How will I know it is working for me? Join in this interative discussion to put to rest the questions that surround the issue of standards in the call center.
Speaker: Alton Martin, COPC, Inc.

2) The Life Cycle of a Consumer Promotion: Measuring Success and Next Generation ROI
Take a journey through the life cycle of a consumer promotion from a consumer service perspective. Kellogg's has built a strong reputation by providing quality products as well as special offers that are relevant and compelling to consumers. From promotion concept to recap, learn about opportunities for you to become a critical resources and leverage internal relationships to facilitate critical communications with the goal of improving the customer experience. Learn successful, cost reduction methods of providing multiple self-service options. Provide real-time information accessible to both consumers and CSRs. In addition, the discussion will include how to leverage metrics and contact data to support future business decisions.
Speaker: Jennifer Ganka, Kellogg Co.

3) It's All About You
Using humor and personal experience to improve customer service in the trenches where it counts, this presentation will explore McDonald's public perception of being a company capable of enormous achievements in customer service, but each McDonald's restaurant is just a small business. Discover how McDonald's is changing the perception that employees think hospitality and customer service are all about them, or what they feel like doing. This presentation will poke fun at that false premise and others. The golden rule or do unto others works on the playground but not in business. The presentation is demonstrative to those given at McDonald's manager meetings across the country.
Speaker: Mary Leary, McDonald's Corporation

4) Customer Service Measurement Best Practices: Using Online Survey and Feedback Tools
According to analyst firm Gartner, 95 percent of enterprises discover the cause of a customer's defection only after it's too late. With some 550,000 telephone and email support inquiries handled each month, Expedia, Inc. knows support needs to be a strategic advantage to ensure high customer loyalty and company growth in the recent depressed travel market. As the world's leading online travel service and the fourth-largest travel agency in the U.S., Expedia announced bookings up 53 percent and net profits up 71 percent in a press release published on August 5, 2003, crediting their success to the value they place on providing an outstanding customer experience. In this case study, learn how the company implemented online survey and feedback tools throughout its entire support continuum to improve its support organization and ultimately enhance customer loyalty. The online technology integrated the voice of the customer into its internal processes. Discover through a step-by-step approach how Expedia stays in touch with its customers' needs, attitudes and preferences in real time, and turns them into long-term, loyal sources of recurring revenue while translating real-time customer data into actionable information to base corporate decisions on.
Speakers: Lynne Taddeo, Expedia and Brett Tucker, NetReflector, Inc.

5) Non Standard Remittances for Billing and Collection
With the introduction of Check 21, other new cash management tools and the interest in U.S. based outsourcing opportunities, there are many opportunities for companies struggling with their billing and collection processes to provide much better customer service at a reduced cost. You will learn from insights into Penn Mutual's new insurance premium and annuity contribution application professes as well as the possibilities to make the processes better. Beyond describing the analysis tools used to determine the solution, this presentation will also explore the general payment application requirements for life and annuity products. such as the ability to interpret non-standard remittance notices, the need to view remittance information quickly and easily and the ability to allow a knowledge expert to review questionable payments before application to reduce suspense. Learn about new tools that are available to improve back office processing and ensure higher customer satisfaction.
Speaker: Robert Penn, Penn Mutual

6) Modeling Corporate Values to Enhance Morale
Learn how to leverage your corporate values to motivate and build the morale of all members of your customer care operation. By translating your values into behaviors and applying them to all call center activities you can lay the foundation and framework that holds all members of the staff accountable for their actions. Learn why the "how" is just as important as the "what." Philip Morris USA will share how they apply and demonstrate the spirit of their values through day-to-day activities Team Day events.
Speakers: Joy Eades and John Russell, Philip Morris USA

7) One Stop Contact Using a Contact Center Dashboard
Thomson West's customer experience organization includes three contact centers that handle 1.2 million contacts annually. Since the majority of contacts are calls, the performance metrics revolved around what was available through the phone system. With the emphasis on phone call statistics, too many other key metrics were ignored. In order to get a well-rounded picture of performance, metrics were developed in four categories: efficiency, quality, employee and financial. Over the past year, Thomson West has worked to identify key performance indicators to measure the success of their contact centers. They developed a dashboard to report on all key metrics that management uses as their one stop source for all reporting needs. Key metrics now include first call resolution, quality, customer satisfaction, accuracy, accessibility, and customer intimacy.
Speaker: Lisa Schultz, Thomson West

4:30 - 5:30 Concurrent Presentations:

1) Building a Quality Program for Your Contact Center
Learn how to provide practical steps in defining a quality program for your call center that ensures data accuracy and quality, development of efficient work processes, and continuous improvement of current practices and procedures that all contribute to the credibility of the consumer affairs function within the larger organization. Discussion will include the value of having a quality program, how to assess your call center practices to identify critical processes, laws and regulations, company policies, vision and mission of consumer affairs, as well as the key elements of a control center quality program and practical steps to implementation.
Speakers: Marsha Campbell and Alena Galante, Pfizer, Inc.

2) The Consumer as a Participant in Health Care Delivery
Discover how to assess how the voice of the consumer can be used to guide strategies for improving customer participation in health care delivery. The health care industry is struggling to develop new ways of engineering and managing the deliver of health care so as to keep itself economically viable and socially relevant. New models of patient care are developing which depart from the traditional paternalistic model prevalent in the past. Learn the key to new models, which manage information flows between providers and patients. Find our what criteria is being used to judge their success, including patient compliance and health recovery. In this brainstorming session, discuss improvements in CRM within the health care industry.
Speaker: Professor Richard Widdows, Purdue University

3) Building to Support Successful CRM
This interactive workshop will begin with participants agreeing on building an entire customer service organization around an existing retail enterprise which cannot be something anyone is directly involved in, which in the past has been a brick and mortar/online bicycle company or a classical musical company. A bullet point primer on CRM 101 which is philosophical rather than technological will support the discussion on building a virtual company and help participants realize first hand how appropriate the applications are for their own company.
Speaker: Gary Szasz, Connextions

4) Call Monitoring: Bumps, Bruises and Successes>br? As the world's largest and most quality minded window and door manufacturer there was a great need and an opportunity to purchase 21st century call monitoring solutions. This case study will take you through how the systems and business groups were able to work together to find the most robust, economical and system-friendly choice without sacrificing quality and keeping in mind possible future business needs at multiple locations. With nearly 200 agents answering multi-thousand dollar orders and technical related calls, the need for a software solution allowed them to be more proactive, monitor system and process efficiencies to ensure they had high quality agents to match the high quality products.
Speaker: Mark Franz, Andersen Windows and Doors

5) Protecting Your Company Brand and Consumers From Online Fraud
Just as the Johnson & Johnson Tylenol incident spurred safety packaging across all industries so that now no company would be without it. Likewise, today a company's brand can be fraudulently used to sell fake drugs, food, packaged goods, etc. It is a company's responsibility to know what safety precautions are available to protect its consumers from online fraud using its brand name. Discussion will include the ways cyber-criminals are evolving and increasing their attacks against consumers both in sophistication and scope, and the subsequent impact on corporate brands. Once brands expose loyal customers to fraud and identity theft, it can be impossible to re-establish brand trust, much less brand loyalty. Viable alternatives for prevention, detection and response that organizations can use to detect, track, analyze and prevent these crimes from eroding the momentum and gains made by moving transactions to the Internet.
Speaker: Laura Heinrich, MarkMonitor (and panel to be determined)

6) The Customer Dashboard: Achieving Customer Intimacy
Using a VOC survey and knowing who the customers are when they call is of great importance. The Customer Summary Screen or "dashboard" provides front-line service agents with a single interface to view and capgure key information about the customers they are serving. It allowstha agent taking a call to see, at a glance, pertinent information about the ustomer, including real-time access to any outstanding service issues so that the customer doesn't have to repeat their story again and again. Discover how to pull together information that was previously contained in more than 30 different places on several different systems into a single interface, enabling the contact center reps to assist customers quickly. Alert capabilities prompt the agents to capture or validate information about
Speaker: Laurie Hansen and Kelly Hanson, West

7) Change Management for Reluctant Industries
Discover in this interactive session how you can become a change agent for your company. Topics for discussion will include team charter development, data analysis, creating buy-in, human capital, documentation of "as-is" processes, use of flow charts and "to-be" processes, dealing with skeptical and rebel employees, understanding the impact and the emotional strings attached, incentives to change and the consequences of not changing, employee morale issues, the importance of communication, and learnings from case study examples of companies that have undergone dramatic change.
Speaker: Valerie Rivir, Holophane

5:30 - 6:30 Exhibit Happy Hour
Celebrate the end of your first day with a little fun! Mingle with your peers while enjoying cocktails and snacks in the exhibit area. Take this time to explore the show floor and discover what the exhibitors can offer you!

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