Meeting Information:


Call Center Optimization Forum - Minneapolis, MN
Scheduled For: Thursday, September 9, 2010
                         8:00am - 3:00pm

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Sample Event Itinerary

8:00 - 8:30am	Registration and Breakfast
8:30 - 9:00am	Facilitated Networking Discussion: Top Challenges Facing Contact Centers Today Hosted by CCNG
9:00 - 9:25am	Keynote:  Five Ways to Improve Workforce Efficiency and Quality Presented by The Call Center School
9:25 - 9:50am	Keynote: Increasing Productivity and Sustaining Gains: Creating a Culture of Continuous Improvement in Your Call Center Sponsored by Medica
9:50 - 10:00am	Networking Break
	Call Center Optimization Best Practices Roundtable Hosted by QATC and SWPP
10:00 - 10:10am	Best Practices Expert Panel Introduction
10:10 - 10:25am	Pre-Employment Hiring and Assessment Best Practices Sponsored by FurstPerson
10:25 - 10:40am	Workforce Management Best Practices Sponsored by Pipkins
10:40 - 10:55am	Call Center Quality Management, Call Recording and Performance Optimization Best Practices Sponsored by VPI
10:55 - 11:05am	Networking Break
11:05 - 11:20am	Desktop and Process Integration Best Practices Sponsored by Cicero
11:20 - 11:35am	Creating a World-Class Post-call Survey Program Sponsored by Mindshare
11:35 - 12:10pm	Town Hall Interactive Q&A Panel Discussion
12:10 - 12:25pm	Networking Break and Lunch Served
12:25 - 1:25pm	Lunch and Technology Innovation Showcase Hosted by CCNG Learn about the latest advancements in call center optimization enabling technologies, including pre-hire assessment, workforce management, quality monitoring, reporting and analysis, desktop integration and automation, customer surveying, and training.
1:25 - 2:15pm	Roundtable Workshops Facilitated by Subject Matter Experts Sample table topics include: Creating a Winning Quality Monitoring Form Building an Effective Business Case for Desktop Integration Measuring the Metrics that Matter Generating an Accurate Forecast Effective Contact Center Staffing to Reduce Turnover
2:15 - 2:30pm	Closing Q&A and Raffle Prizes
2:30 - 3:00pm	Exhibit and Demo Hall Open

 

Meeting Location Information:

Meeting Location:	The Radisson
Meeting Address:	35 S. 7th Street
	3rd Floor, Scandinavian Ballroom East
	Minneapolis, MN  55402
CCNG Contact:	Michelle Porterfield
CCNG Email:	mporterfield@ccng.com
CCNG Phone/Fax:	(800) 840-2264/(972) 692-8985

Directions:

For a map and directions to The Radisson click here.  You may also contact the hotel directly at (612) 339-4900.

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We would like to thank VPI, FurstPerson, Pipkins, Cicero, and Mindshare for sponsoring the Call Center Optimization Forum Series!