ABA Contact Center Conference: Accelerate the path to profitability through world-class practices.

* Maximize your investment in people and technology

* Stretch from service to sales and thrive in any economy

* Network with your peers to learn practical and profitable techniques

* Participate in a FREE bonus workshop.

ABA Contact Center Conference

In today's environment of limited resources, it is more important than ever to increase the efficiency and effectiveness of your contact center. Building customer loyalty and employee satisfaction are the keys to your success. Maximizing your investment in people and technology through superior leadership and motivation is essential. At the ABA Contact Center Conference, learn these and other essential practices from the experts in the financial services arena.

The program is organized around your needs.

There's a track to meet every level of experience and contact center size:

[L] Large Center Leadership -- brings together executives from the nation's largest, most diverse financial services centers, providing thought provoking round-table presentations and facilitated discussions on topics to ensure your success and growth regardless of prevailing economic conditions.

[P] The Experienced Professional -- for contact center leaders who are seriously looking for ways to grow, expand and introduce new methods and technologies to improve your profitability.

[E] The Essentials -- where successful practitioners take you through all the management, technology and training tactics you need to know if you are new to contact center management, if your center is new and even if you are planning on establishing a center.

Program Highlights

* Take home money-making, money-saving ideas no matter what your center size or experience level

* You'll appreciate a top-notch line-up of expert speakers on the management and training issues you are encountering now or soon will be

* Participate in interactive, learner-centric sessions led by practitioners and industry experts

* Information-packed sessions, with take-home value, guarantee you the most return on your dollar and time investment.

WEDNESDAY, APRIL 30

9:00 AM - Noon Bonus Workshops

[E] Essentials of Starting a Contact Center

Brent Carstensen, Contact Center Consultant, Customer-Focused Solutions

Mike Faulkner, Vice President-Call Center Manager, South Holland Trust and Savings Bank

Judy Kirkland, Senior Vice President, State Bank

Learn what it takes to successfully implement a contact center in a step-by-step approach with timelines and tips to create a profitable, sales generating, customer satisfying center that aligns with your institution's business objectives. Take home practical, how-to information on organization structure, staffing, facilities layout, performance standards, tracking, monitoring, reporting and technology.

[P] Take Your Center to the Next Level -- Performance Measurements and Coaching for Success

Anne Nickerson, Founder and Managing Director, Call Center Coach, LLC

P. Nolan Raines, Vice President/Direct Banking, Comerica Bank

Kevin F. Reilly, Call Center Executive, JPMorganChase

Are traditional performance measurements limiting your ability to reach new levels? Nolan Raines and Kevin Reilly tell why it's important for agents to spend time solving customer problems and share practical ways to measure and reward service quality to ensure enhanced customer experience and greater sales. Anne Nickerson shows how meeting and exceeding customer needs depends on superior service aptitude and call handling skills. Learn about matching new measurements with best practices, coaching competencies and processes, setting workable standards customers want and how to implement a trend analysis and review that supports a productive and high performing contact center.

Noon - 1:00 PM Lunch on your own

1:00 - 2:00 PM Opening General Session

Raising the Bar of Service Excellence

Dennis Snow, President, Snow & Associates

Advanced technology has boosted the productivity and flexibility of today's contact center, yet exceptional customer service will always be at the heart of exceptional customer loyalty. This session will provide tools and techniques for supercharging the level of customer service offered by your contact center.

2:15 - 3:45 PM Concurrent Sessions

[E] Essentials of Contact Center Technology

Brent Carstensen, Contact Center Consultant, Customer-Focused Solutions

Mike Faulkner, Vice President-Call Center Manager, South Holland Trust and...