| 7:30am - 6:30pm |
Registration Open |
| 7:30am - 8:45am |
Continental Breakfast |
| 8:45am - 10:00am |
Welcome & Keynote |
| 10:00am - 2:30pm |
Exhibit Hall Open |
| 10:00am - 11:00am |
Visit Exhibit Hall |
| 11:00am - 12:15pm |
Conference Session Block #1 |
| Session 101: "The Recession's Over and I Quit" |
| Session 102: Contact Center Operations 101 |
| Session 103: Riding the Wave of Customer Experience: Moving from Firefighting to Control |
| Session 104: Achieving Results with Performance Management Tools |
| Session 105: The Importance of Emotional Intelligence |
| Session 106: Way Cool Call Center Series: How Intuit Uses Social Media to Drive Savings and Customer Loyalty |
| 12:15pm - 2:15pm |
Lunch & Visit Exhibit Hall |
| 2:15pm - 3:30pm |
Conference Session Block #2 |
| Session 201: Developing your Supervisors into Experienced Leaders |
| Session 202: The Secret Sauce… Sales Metrics That Really Matter |
| Session 203: The J.D. Power Top 25 Call Center Brands: How #1 Ranked USAA Wows Its Members |
| Session 204: Driving Change at the Executive Level with Speech Analytics |
| Session 205: Serving the Needs of Hispanic Customers and Employees |
| Session 206: OK, So What Is Social Media and Why Should I Care? |
| 3:45pm - 5:00pm |
Conference Session Block #3 |
| Session 301: Way Cool Call Center Series: NTTA Lets Customers Coach Reps |
| Session 302: Contact Center Metrics as a Competitive Advantage |
| Session 303: How Every Call Center Must Evolve to Serve Today’s Always-On Customers |
| Session 304: Disney Reservations Center "Surprises and Delights" Guests with Chat (Case Study) |
| Session 305: Keep Training Alive… Without the Budget! |
| Session 306: Resources and Tools for the Social Web |
| 4:30pm - 6:30pm |
Exhibit Hall Open |
| 5:00pm - 6:30pm |
Reception on the Show Floor |
