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Andy Haas, Co-chair
Director
Deloitte



Marc Schermerhorn, COP, Co-Chair
Executive Supplier Lead, Strategic Accounts Director
Microsoft




Executive Advisory Committee
Sudhakar Pemmaraju, Deloitte
Ruchi Gupta, HGS


Delegate Members
Teresa Harris, COP, GE
Tim Ghamian, Apple
Jon Browning, Global BPO Solutions
 

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.

Quarterly

Virtual

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Webinar held October 1, 2015!

The IAOP Contact/Call Center chapter, co-chaired by Deloitte Consulting, HGS, Microsoft and Hewlett-Packard in conjunction with the IAOP Rocky Mountain Chapter, co-chaired by StarTek, Cooley LLP and Western Union held a webinar on October 1, 2015 at 11am EDT.

Virtual Meeting Topic: "Driving Customer Experience in a Digital World"

Deb Alvord, Head of Customer Experience Transformation at Hewlett Packard, discussed how you can transform your customer engagement through digital technologies. 

Driving Customer Experience in a Digital World

Webinar held June 4, 2015!

The IAOP Contact/Call Center chapter, co-chaired by Deloitte Consulting, HGS, Microsoft and Hewlett-Packard held a webinar on June 4, 2015 at 11am EDT.

Virtual Meeting Topic: "Deloitte Consulting's Contact Center Survey Results"

Deloitte Consulting’s 2015 Global Contact Center Survey focused on contact center industry leaders’ perspectives on both current and forward-looking topics across the dimensions of contact center strategy, operations, people, and technology. Specifically, key insights were shared on contact center hot topics such as growth projections, customer experience drivers, location considerations, multi-channel focus areas, and organizational alignment.

Attendees gained insightful information about what's trending!

Deloitte Consulting's Contact Center Survey Results 
Playback the webinar

Meeting held September 19, 2013

The Contact/Call Center chapter, chaired by Microsoft, Deloitte Consulting and HGS, held a webinar in conjunction with the Sales & Marketing chapter, chaired by Pretium Partners,  at 11am EDT on September 19, 2013.

This session entitled "Selling Contact/Call Center Outsourcing -The Buyers’ View on What it Takes to Succeed" explored what it takes to be a successful outsourcing sales professional in the call center space.  Our expert panel as shared insights that broadened understanding of skills and attributes necessary for sales success. Participants obtained the perspectives of those on the "other side of the table" and got real advice that their organization's could use to drive the direction of its sales development efforts.

Esteemed Panelists included:  Jon Browning, Microsoft; Larry Wood, Intuit; John Bowden, formerly of Time Warner Cable and Greg Carr, SVP-Sales, AmeriPAC for Sitel

We explored areas such as:
~ Other than strong knowledge about deliverables, what areas of knowledge are required to sell call center outsourcing?
~ What are the best methods for getting an introductory meeting with a buyer executive, and what determines the success of that meeting?
~ What are the most common reasons that sales professionals are ineffective?
~ What do prospective buyers value in a call center outsourcing sales professional?
~ How do buyers like to be approached and worked with during their buying process?
~ How often is a jointly crafted business case created? What are the key elements?

Download the presentation
Play back the webinar
 

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Meeting held May 30, 2013

The Contact/Call Center chapter, chaired by Microsoft and Deloitte Consulting, held a webinar on May 30, 2013.

 The topic for the webinar was “Deloitte Consulting’s 2013 Contact Center Survey Results”.

Deloitte Consulting’s 2013 Global Contact Center Survey focused on contact center industry leaders’ perspectives on both current and forward-looking topics across the dimensions of contact center strategy, operations, people, and technology. Specifically, key insights were obtained on contact center hot topics such as growth projections, customer experience drivers, location considerations, multi-channel focus areas, and organizational alignment.

Download the presentation
Play back the webinar
 

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Meeting held July 12, 2012

The Contact/Call Center chapter, chaired by Aegis, Microsoft and ISG, held a webinar on July 12, 2012.

 The topic for the webinar was “3 Call Center Mistakes That Could Kill Your Business” and our guest speaker was Jim Rembach of Customer Relationship Metrics. 

Download the presentation
Play back the webinar
 

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Meeting held April 12, 2012

The Contact/Call Center chapter, chaired by Aegis, Microsoft and ISG, held a webinar on April 12, 2012.

“Not Gathering and Analyzing Voice of the Customer Data Correctly”

Download the presentation
Play back the webinar
 

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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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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.

Download the presentation

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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!

IAOP 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 

Download the presentation