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IAOP Chapter: Contact/Call Center
Meeting held December 8, 2011
The Contact/Call Center chapter, chaired by Aegis, Microsoft and TPI, held a webinar on December 8, 2011.
A panel discussion of experts discussed “A Move To Onshore Processing, Balancing Customer Experience with Cost.”
Moderator: Andy Haas, Deloitte
Providers: Tom Gebhart, Teleperformance and Jim Ziaja, Teletech
Customers: Fernando Mendoza, Microsoft and Steve Sutter, Dollar Thrifty
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William Shirk, Co-chair
Senior Vice President – Head of Sales Americas
Aegis
John Magliocca, Co-chair
Senior Advisor
ISG (formerly TPI)
Jon Browning, Co-chair
Director
Microsoft
Executive Advisory Committee
Tim Ghamian, Apple
John Novak, SPi Global
Erin Smith, PETCO
Andy Haas, Deloitte
Teresa Harris, Kodak
Delegate Members
Lezli Harrell, COPC
This chapter will provide thought leadership, insights and knowledge exchange around core and emerging capabilities and challenges for global buyers, providers and advisors in the contact center and related business process outsourcing (BPO) arenas.
Key areas of focus will include operations management, performance improvement as well as contact center and business process outsourcing strategy, selection and vendor management.
Knowledge exchange will focus on global best practices in strategy, processes, people and technology, continuous improvement (e.g., Six Sigma), KPIs and metrics, benchmarks, and targeted functional areas (establishing and closing outsourcing relationships/ programs, transaction and quality monitoring, workforce management, etc.) The importance of customer experience management and how it is the new differentiator in the BPO industry to enhance the customer lifetime value.
All IAOP Chapters adhere to the non-solicitation policy. Click here to view the policy.
Past Meetings
Meeting held August 11, 2011
The Contact/Call Center chapter, chaired by Aegis, PETCO and TPI, held a webinar on Thursday, August 11, 2011.
"Social Media and the Call Center"
Daniel Sundin, Petco
Bill Dean, Microsoft
Andy Haas, Deloitte
Moderator: Jason Wolcott, 3CSI
Social Media and its importance in customer care organizations continues to grow as customers shift preferences from traditional channels to emerging new media alternatives. The contact center is the most logical (existing) function to manage these interactions between companies and customers across the web.
The discussion was managed around the following categories:
- Where are customers discussing products and services across the web?
- The difference between a social network (Twitter/Facebook) and other User Generated Content communities (Discussion Forums, Q&A sites)
- How can a Customer Care organization develop an integrated engagement strategy?
- Defining an engagement strategy that compliments efforts of other functional peers in Marketing and Public Relations within this channel
- How are Fortune 100 companies approaching service delivery?
- Levels of participation vary from a passive to reactive or proactive approach to interacting with customers
- How to measure and manage these interactions
- KPI’s for managing efficiency and effectiveness of operations
- Success criteria for utilizing an existing Customer Care operation for this new media
- Leveraging existing resources and making necessary adjustments
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Meeting held April 19, 2011
A meeting of the IAOP Midwest Chapter, chaired by Cassidy Turley Corporate Services, Global Sourcing Optimization Services (GSOS), Missouri Partnership and The University of Missouri – St. Louis, was held in conjunction with the Contact/Call Center chapter, chaired by Aegis, PETCO and TPI, on Tuesday, April 19, 2011, at the offices of Cassidy Turley – Creve Coeur, MO.
Contact/Call Centers – Connecting the World Through the Middle of America!
I AOP Global Update
Matt Shocklee, IAOP Global Ambassador & Midwest Chapter Co-Chair
Contact/Call Center Industry – Trends & Key Drivers for Global Rebalancing
John Novak, VP, SPi, Contact Call Center Chapter Speaker
Tim Ghamian, Apple, Contact Call Center Chapter Speaker
John Magliocca, Senior Advisor, TPI, Contact/Call Center Chapter Co-Chair
Customer Testimonials – Connecting the World through Middle America
David Curtis, Aegis Center Director from Joplin, MO Contact/Call Center
Daphne Edwards, Sales Director, TxU Energy
Todd Baker, Aegis Account Manager, TxU Energy
John Hahn, Operations Manager, Experian
Dawn Cuellar, Operations Manager, Experian
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Webinar held on January 21, 2011
A webinar of the IAOP Contact/Call Center chapter, chaired by Aegis and PETCO, was held on Friday, January 21, 2011.
The topic of the panel discussion was "Does Contact/Call Center Issue Resolution Drive Loyalty, Retention and Satisfaction?"
Panelists included:
Erin Smith, Petco
Jon Browning, Microsoft
Doug Berry, Sutherland
Staci Tubbs, ACS
Chandra Venkataramani, Aegis
John Magliocca, TPI
Lezli Harrell, COPC
Richard Huntsinger, Hitachi Consulting
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The Customer Contact Center Leadership Chapter re-launched on September 15, 2010 as the Contact/Call Center Chapter
The first meeting of the re-launching IAOP Customer Contact Center Leadership chapter, chaired by Aegis and PETCO, was held on Wednesday, September 15, 2010, beginning at 10:00 am EDT.
"Using Quality Programs to Drive Performance Improvement"
Peter Bloom, Co-Founder of COPC Inc., and President of COPC QPO
Companies invest a significant amount of resources, systems, and time into their Quality programs but are not achieving the desired ROI in Customer Satisfaction, Service, Sales, Quality, Cost, or Compliance Performance. COPC Inc. finds that this a common challenge in the contact center industry due to common pitfalls experienced by many organizations. Based on 15 years of experience with over 1,200 organizations, this webinar conducted by COPC Inc. will focus on the link between Quality and overall business results including Customer Satisfaction, and how to avoid the common Quality pitfalls made by many. The webinar will cover:
- Five Common Quality Challenges and Pitfalls
- What they are and why they are common
- The effect of Pitfalls on Quality Program and Overall Business Performance
- A brief overview of each of pitfall and why they have a negative impact on Quality programs and why organizations are not achieving desired business results
- How to Overcome Common Pitfalls
- Benefits and Results if Quality Programs are Designed Correctly and Linked to Business Performance
- Based on the years of experience with over 1,200 organizations, COPC Inc. will provide examples and results of how organizations can achieve desired results by avoiding these pitfalls
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