Pre-Conference Workshops: Monday, September 20, 2010

7:30 Registration and Coffee

8:00 am - 11:00 am Workshop A: Leveraging Customer Feedback to Engage both Customers and Employees

WHAT WILL BE COVERED

• What is engagement? And how does it differ from satisfaction and loyalty?
• The important link between employee engagement and customer engagement
• Using real-time alerts to recognize outstanding employees and identify growth opportunities
• Creating brand ambassadors based on outstanding customer feedback

WHAT YOU WILL LEARN

• Understand the steps to building deeper emotional connections with customers and employees
• See examples of how companies have proven the link between employee and customer engagement and the resulting impact on business outcomes
• Learn how to use real-time alerts for more than customer recovery – recognize your best people and act on new business opportunities
• Develop a world class service culture by using customer feedback to create a Brand Ambassador program

11:00 Registration

11:15 - 2:15 pm Workshop B: Leveraging Technology to Measure and Increase Loyalty across Customers, Employees and Partners

(Luncheon will be provided)

WHAT WILL YOU COVER

Small differences in loyalty can have a large impact on revenue and profits over time. Market leaders understand that a single bad experience can cost you an important relationship for life. Measurement is key to understanding where you’re meeting expectations and where you’re falling behind. In this interactive workshop, you will discover how to increase satisfaction and loyalty across customers, employees, and partners. Listen to critical feedback, analyze data to achieve insights, and take action to preserve key relationships in real-time.

WHAT WILL YOU LEARN

Find out how to:

• Improve Key Business Relationships
• Increase Revenue
• Reduce Defections and Churn
• Optimize Critical Touch Points

2:15 Registration

2:30 - 5:30 pm Workshop C: The Silver Lining in Customer Feedback Clouds: Leveraging Managed, MultiChannel Analytics to Extract Invaluable Business Intelligence

WHAT WILL BE COVERED

In this compelling workshop, you will be thrilled to discover CloudMASTM, the ability to automatically discover and analyze the Voice of the Customer across multichannels -- including voice (contact centers), text/chat/email/survey -- that are intercepted in “telecommunications cloud” and then processed in the “application cloud.”

Attend this workshop and see first hand how enterprises use CloudMAS as a holistic listening post to dramatically improve:

• Customer Feedback
• Customer Satisfaction
• The Customer Experience
• Product Launches
• Operational Efficiencies
• Outsourcer Efficiency

Using CloudMAS, you'll learn how your enterprise can soar high by:

• totally eliminating any integration hassles
• achieving a significantly improved balance sheet -- by reducing CAPEX and limiting headcount
• delivering a solution that your IT department can embrace
• aligning the front office to the back office and strategy to operations

Jeff Gallino
Chief Technology Officer
CallMiner