Local Networking Meeting - Progressive Insurance - Phoenix, AZ
Scheduled For: Wednesday, September 24, 2008
8:30am - 11:30am (Check-In / Early Networking will begin at 8:00am)
CCNG Member Registration
AZHRCCA Members Attend Free: Click here to submit your registration
If you would like to take the SHRM certification class that will be offered as part of this event, a $30 registration fee is required. Please contact Robert Zimmerman of the AZHRCCA to RSVP for this certification class - firstname.lastname@example.org.
This unique CCNG event is produced in partnership with the Arizona Human Resources Call Center Association (AZHRCCA). Join your peers and the CCNG membership network, along with other customer care and contact center professionals in the Greater Phoenix area. Get connected. Share your issues and experiences and get answers to critical contact center challenges. Expand your knowledge of what's working today, and grow your professional career.
CCNG Meeting Policies:
CCNG is a member organization. Everyone attending a meeting must be a CCNG Member. Registration to attend is necessary. If you have questions about CCNG membership, please contact us at email@example.com. We will be happy to assist you.
CCNG works with Meeting Hosts to address any unique concerns of the host company’s environment and business operations, and reserves the right to manage attendance accordingly.
About Progressive Insurance
The Progressive Group of Insurance Companies, in business since 1937, is the country’s third largest auto insurance group and largest seller of motorcycle and personal watercraft policies based on premiums written, and is a market leader in commercial auto insurance. Progressive is headquartered in Cleveland, Ohio, with additional site locations in Colorado Springs, Colorado; Sacramento, California; Austin, Texas; Tampa, Florida; and Phoenix, Arizona.
Progressive is committed to becoming consumers’ #1 choice for auto insurance by providing competitive products and rates that meet drivers’ needs throughout their lifetimes, superior online and in-person customer service, and best-in-class, 24-hour claims service, including its concierge level of claims service available at service centers located in major metropolitan areas throughout the United States.
Progressive has received many awards over the years. For the eighth year in a row, in 2007, we were chosen as one of Information Week’s 500 top companies, and as one of the North Coast 99 – Northeast Ohio’s 99 best companies to work for. Additionally, in 2007 alone, Progressive was awarded:
- Fortune/Experience, "20 Great Companies for College Grads"
- WebAward, Web Marketing Association, "Best Insurance Web Site"
- #1 overall by Keynote® Systems, The Internet Performance Authority®: progressive.com - when evaluated in the WebExcellence Q2 2007 Insurance Carrier Scorecard that compare the customer experience and best practices implementation of leading auto insurance Web sites - took top honors in 10 out of 11 Scorecard rankings published since 2000. Progressive was also ranked #1 in Customer Experience and Service Level.
- 2007 Ward’s 50 Benchmark Group: named for the sixth consecutive year for achieving outstanding financial results.
- Webby – May 2007: PGR was one of five finalists and received the "People's Voice" award.
Working at Progressive
Working here means having options. Our flexible benefits programs provide Progressive people with choices like medical insurance, wellness programs and shopping discounts. You simply choose which program works best for you and your family.
Working here means enjoying diversity. We think that hiring people who bring added diversity to our work force is important to our future. With a diverse work force, we all benefit — and so do our customers.
Working here means enjoying art. We have one of the largest contemporary art collections in the country
Working here means liking to be first. This year Progressive became the first insurer to provide pet injury protection (dogs and cats only) as part of a customer's Collision coverage. We have lots of other “firsts” in our history.
Meeting Location Information:
||4425 E Cotton Center Blvd.
||Phoenix, AZ 85040
||(800) 840-2264/(972) 692-8985
For a map and directions to Progressive Insurance click here.
Check-In / Early Networking
Welcome and Introductions
"The Best Practice in Creating @home Solutions for your Customers"
Kevin Childs, Practice Leader, KellyConnect
Changing demographics, shrinking workforces, higher energy and transportation costs have led to a recruiting and retention challenge for the contact center industry. All of this has happened at the same time that Chief Executives have expanded their view beyond cost reductions, revenue increases and market share, to the value of a delighted customer and the need to create “apostles” among the customer base.
Mr. Childs explores the answer to these two challenges. Simply put, it resides in the ability of the organization to “take work to life” and into the geography and homes, no matter where the skilled workforce is found. In the past, the customer service and contact center industry was confined to brick, mortar and a cubical. Childs introduces the road map to a successful @home deployment and how the technologies, processes and people do not have to mean “too difficult for my IT leader or too expensive for my CFO”. For the employee that has work taken to their life, and they are posed with the question of “choose your commute”, they realize they will actually enjoy the traffic and the extra hour a day.
Concurrent Educational Sessions
- CCNG Small Group Discussions: (1) Branding Your Call Center; (2) Recognition; and (3) Solutions to the Energy Crisis in the Contact Center
- SHRM Certification Class for HR professionals: "Multi-Generations In The Workplace"
Participants will gain a better understanding of how "work ethic" was formed for each generation and why the term means different things to different groups. (A separate $30 registration fee required. Please RSVP for the SHRM certification class to AZHRCCA -- firstname.lastname@example.org)
Overview of Future Events and Closing
Hosted Tour of Progressive's Contact Center (optional)
We would like to thank KellyConnect for sponsoring this CCNG Local Networking Meeting!