2011 ATA Convention & Expo

Annual Convention for the Contact Center Industry

24 speakers

20 sessions

Day 1 Sunday 13th March 2011

Day 2 Monday 14th March 2011

• 10:30am Flexible Workforce – The Advantage of At-home Agents

  presented by David Parkhurst and Bill MacBride

• 10:30am The Secret Sauce – Sales Metrics That Really Matter

  presented by Mary Murcott and Chris Brown

• 10:30am A Look at Best-in-Class Performance for Implementing Chat Services

  presented by Etech Texas

• 10:30am Uncover Savings in a Multi-Channel Customer Access Strategy

  presented by Macklin Martin

• 1:30pm Eliminating the "Mind Darts" and Their Effect on Your Contact Center

  presented by Sally Cordova

• 1:30pm The Social Experience: Revolutionizing the Contact Center to Engage, Influence, and Monetize Every Customer Interaction

  presented by Patrick Scheen

• 1:30pm Boot Camp for Efficiently Getting Through the SRO Certification Process

  presented by Andrea Henson and Angela Morris

• 1:30pm Contemporary Contact: Beyond the Traditional "Lines" of Customer Reach

  presented by Michele Shuster

• 3:30pm Global Compliance Challenges: An Ever-Increasing Opt-In World

  presented by Ken Sponsler

• 3:30pm Data Optimization for Dummies: A Case Study and "How To" Guide to Improve Telemarketing Results

  presented by Gerard Daher

• 3:30pm Develop a "Customer-for-Life" Program

  presented by Kristyn Emenecker

• 3:30pm Using Lean Six Sigma Secrets to Optimize Contact Center Performance and Compliance

  presented by Mohan Nair

Day 3 Tuesday 15th March 2011

• 10:10am The Social Media Customer Care Maturity Model: How Do You Stack Up?

  presented by John Hernandez

• 10:10am Analytics-based Routing Optimization

  presented by Cameron Hurst

• 10:10am Listen Carefully...and Improve Inbound Sales Performance

  presented by Jane Bulman and Chuck Haven

• 10:10am We Have 6 Months to Get Ourselves PCI Compliant! How?

  presented by Cindy Donaldson

• 3:40pm Purchasing Power Panel

• 3:40pm Planning for Your Global Workforce: A Comparison of English Skills Across Key Countries

  presented by Mark Engelter

• 3:40pm Benchmarking to Best in Class: North Stars to Guide Your Center

  presented by Bruce Belfiore

• 3:40pm It’s Not a Balancing Act, It's High Quality Performance

  presented by Jim Bata

Day 4 Wednesday 16th March 2011

10 known attendees