The 7th Annual Top Ranking Performers Conference

客户世界|ContactCenterWorld |2012-02-20

The 7th Annual Top Ranking Performers Conference

– Best in APAC (Singapore) & Best in World (Las Vegas)

1. Venue: Singapore, July 9 – 12, 2012

2. Why attend?
 Learn best practices from those doing the job, not vendors or consultants
 Network with the best in the region
 Participate in interactive sessions
 Hear mistakes others have made and avoid them
 Learn how to run a successful inbound, outbound, blended or remote center
 All areas of the contact center are covered
 Receive the Certificate in Contact Center Best Practices

3. Key Benefits:
 Take away 100’s of ideas
 Highly interactive format to help learning
 100% best practices from those who do the role day in day out
 No vendors sales patch guaranteed
 Network with best in the industry
 3 interactive workshops
 100% past delegates recommend this event
 Dynamic section
 Every attendees receive post event networking access to the delegates

4. Who this is aimed at
 C level contacts, Directors, Senior Managers involved in running or strategy for contact centers
 Vendors wishing to learn current trends and challenges
 Trainers, HR Personnel, Workforce Managers, IT Managers looking for best practices

5. Speakers include the best
 Contact center leaders
 Contact center operational managers
 Trainers
 Support Personnel – HR, IT, WFM
 Agents – sales and service

6. Areas covered include
 Performance and Productivity
 Social Networking
 HR Challenges and Solutions
 Cost Management
 Customer Service
 Sales Strategies
 IT and Technology Developments
 Workforce Planning

7. 4 key elements:
1) Awards and recognition – regional and global
2) Rankings – domestic and international
3) Benchmarking – against not averages but the best
4) Best Practice Conference – sharing of ideas and world class practices

8. CONTACT CENTER INDIVIDUAL AWARDS
Best Contact Center Executive / Director
Best Contact Center Operational Manager
Best Contact Center Sales Professional
Best Contact Center Supervisor
Best Contact Center Support Professional – HR
Best Contact Center Support Professional – IT
Best Contact Center Support Professional – Workforce Planning
Best Contact Center Trainer
Best Customer Service Professional
Quality Auditor

9. CONTACT CENTER COMPANY AWARDS
Best Community Spirit
Best Contact Center
Best Contact Center Design Award
Best Customer Loyalty Program
Best Direct Response Campaign
Best Help Desk
Best Home / Remote Agent Program
Best In Customer Service
Best Incentive Scheme
Best Outbound Campaign
Best Outsourcing Partnership
Best Recruitment Campaign
Best Sales Campaign – Inbound or Outbound
Best Technology Innovation – Internal Solution
Best use of Self-service Technology
Best use of Social Media in the Contact Center
Green Contact Center

10. VENDOR AWARDS and CERTIFICATION
Best Hosted Solution
Best Self service Solution
Best Workforce Management solution
Best Help Desk Solution
Best Training Company
Best Consultancy
Best Phone system
Best Multi-channel contact center solution
Best Quality Monitoring / Recording Solution
Best VoIP Solution
Best Performance Management Solution
Best Recruitment Solution
Best Tech Innovation Vendor Solution *

11. Schedule Day (Pre Conference) – Las Vegas , (November 1 – 4 2012)

 (Pre Conference) Oct 31
3:30 PM Meeting with presenters who are presenting on day 1 and 2 review slides and briefing session
4:30 PM Meeting with presenters on day 3 and 4 to review slides and briefing session. Also briefing for Industry Champions
8:00 PM Networking Halloween Style! Join as delegates dress up (optional) and network. Prizes for the best dressed and lots of fun – we will head to a local restaurant (on site) destination for some dinner and drinks. A great way to network with peers and lots of fun. For the adventurous, those attending dinner will receive comp access to Moon/Playboy club in Palms!

 (Conf Day 1) Nov 1, 08:15AM-09:45PM
8:15 AM Registration
9:00 AM Welcome and introduction by Raj Wadhwani, President ContactCenterWorld
9:30 AM Contact Center Executive / Director Best Practices – Case Studies
11:00 AM Break
11:20 AM Contact Center Best Practices (Outsourced) – Case Studies (51 – 249 Agents)
12:05 PM Technology Innovation – Internal Solution Best Practices – Case Studies
12:40 PM Lunch
1:20 PM Contact Center Support Professional – IT Best Practices – Case Studies
1:55 PM Contact Center Supervisor Best Practices – Case Studies
3:00 PM Break
3:20 PM Contact Center Trainer Best Practices – Case Studies
4:40 PM WORKSHOP – Improving Productivity & Cost Reduction We have identified the top issues in contact centers today. The workshops will be run by award winners and experts who will share some tips on the subject in question and then delegates will have the chance to ask questions as well as share their experiences
5:30 PM Wrap up and close day 1
7:15 PM Delegate networking and bowling event! Includes transport, bowling and food/drinks. A fantastic networking event!
9:45 PM Back at Palms

 (Conf Day 2) Nov 2, 09:00-07:00PM
9:00 AM Welcome to day 2 remarks Raj Wadhwani, President ContactCenterWorld.com
9:15 AM Customer Service Best Practices (Inhouse) – Case Studies
10:30 AM Networking Activity
11:00 AM Break
11:15 AM Customer Service Agent Best Practices – Case Studies
12:05 PM Contact Center Best Practices (Outsourced) – Case Studies (250+ Agents)
12:50 PM Contact Center Best Practices (Inhouse) – Case Studies (Under 50 Agents)
1:15 PM Lunch
2:00 PM Help Desk Best Practices – Case Studies
2:45 PM Direct Response Campaign Best Practices – Case Studies
3:00 PM WORKSHOP – Managing and Motivating the Workforce We have identified the top issues in contact centers today. The workshops will be run by award winners and experts who will share some tips on the subject in question and then delegates will have the chance to ask questions as well as share their experiences.
3:45 PM Break
4:00 PM Special presentation by Scotiabank Jamaica – mid sized contact center
4:15 PM Community Spirit Best Practices – Case Studies
5:15 PM Close
7:00 PM Scavenger Hunt Vegas Style – optional fun way to see some of the sights followed by dinner (not included) at Hard Rock Cafe (reservation required) on the strip

 (Conf Day 3) Nov 3, 09:00AM-09:3PM
9:00 AM Welcome to day 3 remarks Raj Wadhwani, President ContactCenterWorld.com
9:15 AM Incentive Scheme Best Practices – Case Studies
9:50 AM Contact Center Best Practices (Outsourced) – Case Studies (Under 50 Agents)
10:10 AM Contact Center Support Professional – Workforce Planning Best Practices – Case Studies
11:00 AM Break
11:20 AM Contact Center Best Practices (Inhouse) – Case Studies (250+ Agents)
12:40 PM Contact Center Support Professional – HR Best Practices – Case Studies
12:50 PM Customer Service Best Practices (Outsourced) – Case Studies
1:20 PM Lunch
2:00 PM Contact Center Sales Agent Best Practices – Case Studies
2:35 PM Contact Center Best Practices (Inhouse) – Case Studies (51 – 249 Agents)
3:40 PM Break
4:00 PM WORKSHOP – Strategies to Enhance Service including use of Social Media We have identified the top issues in contact centers today. The workshops will be run by award winners and experts who will share some tips on the subject in question and then delegates will have the chance to ask questions as well as share their experiences.
4:45 PM Outsourcing Partnership Best Practices – Case Studies
5:35 PM Close
9:30 PM Group event Cirque Du Soleil – Beatles LOVE (reservation required). Delegates can also continue with their Scavenger hunt up and down the famous Las Vegas strip

 (Conf Day 4) Nov 4, 09:00AM-11:55PM
9:00 AM Welcome to day 4 remarks Raj Wadhwani, President ContactCenterWorld.com
9:15 AM Outbound Campaign Best Practices – Case Studies
9:50 AM Recruitment Campaign Best Practices – Case Studies
10:30 AM Contact Center Operational Manager Best Practices – Case Studies
12:00 PM Close of conference and wrap up
2:30 PM Visit to the UFC Ultimate Fighter TV Show Training Camp for exclusive tour arranged by Dana White and his team! Limited number of places. Reservation required.
6:30 PM Pre-dinner drinks and photo session with some Las Vegas Showgirls
7:00 PM Gala dinner commences
7:45 PM Special Guest Celebrity to entertain us
8:45 PM The Contact Center World Has Got Talent Show
9:30 PM Awards Ceremony – presentation of various awards
10:30 PM Awards party with DJ Steve and dancers
11:55 PM After party at Palms nightclubs

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