Call Centre Week Canada will take place August 17-20, 2009 and offers the opportunity to find out how to: • Strengthen the customer experience • Improve Efficiency and Productivity • Increase Motivation, Productivity, and Agent Satisfaction • Improve Products • Engage and Retain Customers Get ready for a week of learning, networking, problem-solving and strategizing! And remember, excellent services could turn better. For more details please enter our site www.iqpc.com/us/callcentrecanada

1. Introducing
New, Innovative
Learning
August 17-20, 2009 • Toronto, Canada Formats
FRESH CALL CENTRE
PERSPECTIVES FROM
LEADING COMPANIES:
BEST BUY CANADA LTD
CANADA ’09 Fortune Blue Ribbon Company;
’08 BusinessWeek The 50 Top Performers
ASSURANT SOLUTIONS
- KINGSTON OPERATIONS CENTRE
Ottawa Regional Contact Centre of Year Award
2008
BRITISH COLUMBIA LOTTERY
CORPORATION
Featuring Canada’s Top Call Centre Experts:
UNITED STATIONERS SUPPLY
Nitin Kawale David Bradshaw Patsy Bertoia
TRADER CORPORATION
President Vice President (Head) of Sales Managing Director Waterstone Human Capital’s ’08 Canada’s Top 10
CISCO CANADA and Service FEDEX CANADA Most Admired Corporate Culture (for parent
- ’09 Fortune World’s Most ING DIRECT - ’09 Fortune World’s Most Admired company Yellow Pages Group)
Admired Companies - ’08 Synovate Best Banking Awards Companies CANADIAN TIRE FINANCIAL SERVICES
Canadian Information Productivity Award for
John Leishman David Ciccarelli Kellie Garrett Excellence Through Innovation
Chief Executive Geek CEO SVP Strategy, Knowledge & Reputation
SABRE INC. URUGUAY
GEEKS ON THE WAY VOICES.COM FARM CREDIT CANADA Top 100 Most Innovative Users of Technology
- ‘09 Stevie Award for Sales - ’07 1to1 Impact Award - One of Canada’s 100 Most Powerful (InformationWeek 2008)
and Customer Service - ’09 Nominated Business Leader of Women (2007) and One of
CANADA POST CORPORATION
- ’09 Alberta Venture Fast 25 the Year, Chamber of Commerce Saskatchewan’s 100 Most Influential Stevie Award Winner: Best Customer Service
under $20 million Women (2009) Department/Organization
2008 Customer Champion
TOP REASONS TO ATTEND AMEX CANADA
Business Week'09 #15 Top 100 Brands
Fortune’09 #29 World’s Most Admired Companies
Call Centre Week Canada addresses the most pressing challenges and opportunities seen in years. Learn smart strategies for success including how to:
• Implement best practices to reduce operational costs • Leverage technology to improve efficiency and productivity
DON’T MISS SITE TOURS AT
• Strengthen the customer experience and linking it to the bottom • Inspire excellence through proactive leadership
line • Create a strategy and vision for driving your company to success ENERGY SAVINGS GROUP
’08 Corporate Governance Award
-Ontario Business Achievement Centre
Sponsors: Media Partners: AND
LOYALTYONE | AIR MILES®
Reward Program
Get the most value with our
Register Today! Visit www.iqpc.com/us/callcentrecanada or Call 1-800-882-8684
▲
▲
all access pricing (See page 7)

2. Introducing NEW, Interactive Learning Formats:
Learning comes in many shapes and styles. Times are changing and IQPC is also evolving
by continuously enhancing learning delivery methods. Call Centre Week Canada will offer
you the opportunity to:
Turn Adversity into Advantage Jun
| CANA 2009
e 14-18, Engage with your peers for problem solving and strategizing
Dear Executive,
DA •
• Extract the most value and take home solutions from each and every session
• Maximize the time you spend at the event
• Enhance your professional development
We have a tough economy right now • Participate in an interactive learning experience
and we have to make some tough Network and form business contacts
collaborative, interactive learning decisions. This •
environment will provide us with the
these decisions. Smart strategic insights needed to make
decisions. … through session formats including:
• Brainstorming sessions
Keeping customers and winning new • Out of the box thinking
ones via word of mouth is the key • Game show
revenue – you can never cut costs to maintaining top line
enough to survive if you can’t main • Panel session with audience participation
customers are now much less toler tain the top line. However,
ant of any service glitch. Research • Fireside chats
shown that even one problem doub by TARP Worldwide has • Peer-to-peer roundtable discussions.
les sensitivity to price and forces com
price completion. Therefore, delivering panies into destructive • All in addition to offering case studies, power points, workshops and brand new site
flawless service is critical to maintaini tours!
margins and taking advantage of ng reasonable
the most cost-effective marketing
The call centre is the leading word mechanism – word of mouth.
of mouth management available to Sign-up today for Call Centre Week Canada to think about old problems in new ways.
most companies.
Learn how to challenge today’s paradigms in order to achieve success. See page 7 for
The good news is that it is often muc registration details.
h cheaper to give great service than
service. Intelligent small investmen to just give good
ts in technology and analytical tools
the next level of call centre operation can allow you to move to
s, where you are measurably cont
lower cost. This event will give you ributing to the top line at
these lean times.
the tools and business cases to get
what you need even in Here’s a Snapshot of Who Attended Last Year:
This event will still take a realistic Job Function
look at the economy and offer the
examples and case studies to weat strategies, insights, practical
her the economic storm, and even ■ 54% Customer Service/Call Centre/Customer Care
and more agile. You will learn how come out ahead, stronger
to be innovative on the fly, retain ■ 26% Director/Manager/Senior Manager
members, keep inexpensive delighters top performing team ■ 5% Business Development
and create the emotional connectio
that lead to extra revenue and high n with your customers ■ 3% HR/ Training
er margins.
■ 3% Marketing
Get ready for a week of learning ■ 3% Administrative
, networking, problem-solving ■ 3% Information
innovative learning formats will enab and strategizing. Our
le you to learn from the speakers
– from each other – and ■ 3% Sales
even from your own brainstorming
ideas! ■ 3% Operations
I look forward to growing with you!
e two
P.S. Don’t miss th
Sincerely, Industry
■
tours 24% Manufacturing
“must -attend” site ■
■
18%
16%
Finance
Publishing
Lisa Schulman
Program Director
(see p. 6) ■
■
11%
8%
Government
Telecommunications
Call Centre IQ, a Division of IQPC ■ 8% Automotive
■ 5% Cable Programming
■ 5% Insurance
■ 3% Call Centres
■ 3% Pharmaceutical
2 Sponsors:

3. DAY 1 Pre-Conference Workshops
Monday, August 17, 2009
WORKSHOP DAY THEME:
Our ‘get down and dirty’ workshops will demonstrate how to WIN through deepened customer relationships and smart strategies in turbulent times. Find out how to connect with
your customers, realize the resulting benefits, and set in motion well executed strategies that will position you for success!
A Maintaining Efficient Business Operations While Refreshing Employee Morale
8:00 a.m. – 11:00 a.m.
WHAT WILL BE COVERED WHAT YOU WILL LEARN
In periods where economic stress and volatility are high, delivering an efficient business •
Tools that can be utilized to identify and solve efficiency opportunities with
model that shields your company and employees from potential downturns is at best involvement of the employees
difficult. During this interactive workshop, we will look at ways to plan your business •
Processes that have effectively streamlined business operation and enhanced
utilizing process and software tools that can deliver successful results. We will cover resource proficiency
concepts on how to structure you staff with flexibility as well as involve them in their •
Implementation strategies to yield successful integration
own success, ultimately correlating to the overall company’s success as well.
Christopher D. Salvatore, Corporate Director of Workforce
NCO Customer Management, Inc.
11:15 a.m.- 2:15 p.m. Lunch will be served
B
A Tough Strategies for Tough Times – A Survival Guide for Contact Centres in a Down Economy
WHAT WILL BE COVERED •
Learn how to reduce costs without sacrificing quality
In this tough economic climate, we all have to make some sacrifices. But service quality •
Discover how to assess your centre using the 6 key “employer of choice” objectives
can’t be sacrificed at the risk of losing your customers. Strategies need to be •
Understand employer branding – the key to customer loyalty and employee
developed that will build customer loyalty and position your centre for future growth. engagement
You need to protect and promote your customer contact brand. “Tough Strategies for •
Find out how to promote your brand on a shoe-string budget
Tough Times – A Survival Guide for Contact Centres” will look at the challenges facing •
Gain insights into what some the best contact centres are doing to ensure success today
contact Centre leaders and what they can do counter the market forces impacting
their operations today. Jeff Doran, President
CCEOC Inc.
WHAT YOU WILL LEARN
By attending this interactive workshop you will: Fawzia Drakes
•
Gain insights in to key people, process and technology trends that will improve Associate Director, Customer Care
efficiency in your operation LoyaltyOne | AIR MILES® Reward Program
C
A Creating Seamless Customer Focus Throughout Your Organization
WHAT WILL BE COVERED HOW WILL YOU BENEFIT
The quality of your customer’s experience is only as good as the weakest link in your •
Identify your key leverage opportunities to increase your service levels
service chain. It’s tough enough retaining customers when times are good; but, •
Understand why customer focus comes from within and is a leadership issue
during economic rough spots, where customers are hyper-sensitized when it comes to •
Gain insight into the payoffs of embedding strong customer-focused partnership
2:30 p.m. -5:30 p.m.
where they spend their hard earned cash, it is absolutely critical that everyone put the throughout your organization and identify the consequences of failing to take action now
customer at the top of the priority list. You bend over backwards to ensure your •
Discover how to create accountability for putting the customer experience first
customers’ experience is a positive one. To fulfill your promise to your customers you •
Learn how to build internal customer-focused partnerships and use a proven
rely on the responsiveness and reliability of support departments. Sadly they appear to process for
have other priorities. The result is a broken promise and a customer who takes it out •
Determining requirements and getting buy-in
on you. The level of service you provide when times are tough will determine the •
Learn how to create and maintain partner service level agreements
extent to which customers will remain with you when times improve. This session will
cover specific strategies and tactics to make Customer Focus seamless throughout Participants who provide their business cards will receive access to our Customer-
your organization. Focused Leadership online self-assessment and our How Customer-Focused Are You?
online assessment.
Ray Miller, Author That’s Customer Focus
Register Today! Call 1-800-882-8684 or Visit www.iqpc.com/us/callcentrecanada 3

4. DAY 2 Main Conference Sessions
Tuesday, August 18, 2009
8:00 Registration and Coffee 1:45 OPEN SOURCE TECHNOLOGY – MANAGING SMARTER AND TAKING
ADVANTAGE OF FREE TECHNOLOGY
8:45 Chairperson’s Opening Remarks Geeks on the Way provides technical support in-person and remotely throughout Canada and parts of
the USA. Find out how the company shares information from different databases to its contact centre
9:00 FIVE STRATEGIES TO THRIVE IN A TOUGH ECONOMY staff on the fly and has actually melded its two open source applications – a CRM system and a
This inspirational session will address communication, technology and collaboration strategies for telephony and PBX platform. Find out how the company realized the following benefits:
positioning your company to thrive in a tough economy. This session will address: • Cut handling time from 2-3 minutes to as little as 20 seconds by knowing who we’re talking to
• Unlocking employee potential – leveraging the power of many people and create a collaborative
before picking up the phone
environment • Improved customer service by knowing WHERE people were calling from before answering the phone
• Driving customer intimacy • Slashed payroll processing time from 24 hours to only 5 minutes
• Outpacing the competition • Wiped out 20% of its Information Technology costs
• Transitioning to a borderless enterprise • Achieved more efficient routing and scheduling of field service agents
• “Saving to invest” – making investments in certain areas of your business to achieve significant cost
John Leishman, Chief Executive Geek, GEEKS ON THE WAY
savings later on ‘09 Stevie Award for Sales and Customer Service
Nitin Kawale, President, CISCO CANADA ’09 Alberta Venture Fast 25 under $20 million
’09 Fortune World’s Most Admired Companies
2:30 Mid-Afternoon Networking Break
9:45 GOING BACK TO BASICS TO GET THE FUNDAMENTALS RIGHT!
Brainstorming is one of the most common and creative techniques ever developed, and it has the 3:00 CUSTOMER VALUE MANAGEMENT– LINKING CUSTOMER EXPERIENCE
potential of producing more and better ideas than any other process. It is based on the premise that IMPROVEMENTS TO BOTTOM-LINE RESULTS
two heads (or more) are better than one. Patsy Bertoia will lead the audience in an interactive session Find out how to incorporate customer feedback into business planning, process improvements, and
designed to come up with a long list of ideas for accomplishing the following: performance management to realize measureable improvements in business results.
• Serving customers better
You’ll learn valuable lessons on how to:
• Meeting all your numbers • Evaluate the customer experience end-to-end
ING
• Cutting expenses without sacrificing quality
BRAINSTORM • Assign accountability for improvements across the entire organization
• Implementing self-service and automation strategies SESSION • Raise the profile of the importance of customer service and problem resolution to the customer and
You will leave this session with lots of golden nugget ideas for potential the business
execution at your company! • Link improvements in customer service and problem management to bottom-line benefits
Patsy Bertoia, Managing Director, FEDEX CANADA Janet LeBlanc, Director Customer Value Management, CANADA POST CORPORATION
’09 Fortune- World’s Most Admired Companies Stevie Award Winner
’08 Customer Champion
10:30 Mid-Morning Networking Break World Mail Award Winner
11:15 MEASURING THE CUSTOMER EXPERIENCE 3:45 INSPIRING EXCELLENCE THROUGH PROACTIVE LEADERSHIP
This presentation will share a multi-faceted customer experience initiative that employs sophisticated Learn how to create a culture that inspires excellence. The session will include a discussion of ROI and
measurement at Farm Credit Canada. metrics with an emphasis on bringing it all back to business results. Discover how to:
• Case Study: The customer experience strategy and success measures • Achieve superior results through appreciation and relationships
• Why moving beyond Net Promoter Score yields rich insights • Cultivate continuous learning and development through one-on-one coaching, job shadowing,
• Determining which metrics matter to your industry
mentoring and educational partnerships
Find out how to listen and act on the voice of your customers in this practical session. • Implement an open-door policy to offer guidance, communication and support at all levels and within
Kellie Garrett, SVP Strategy, Knowledge & Reputation, FARM CREDIT CANADA all departments
One of Canada’s 100 Most Powerful Women (2007) and One of Saskatchewan’s 100 Most Influential Richard Moore, Vice President, Customer Services - Canada, ASSURANT SOLUTIONS -
Women (2009) KINGSTON OPERATIONS CENTRE
Ottawa Regional Contact Centre of Year Award 2008
12:00 Luncheon
4:30 EMPLOYEE ENGAGEMENT – DEVELOPING SKILL SETS AND DELIVERING
1:00 PANEL SESSION – ARE CONTACT CENTRES DESIGNED EFFECTIVELY? EXCEPTIONAL CUSTOMER SERVICE
It seems there’s room for call centres to focus on solutions instead of problems. And, adaptability to This session is designed to leverage the experience and collective insights of
BOX
changing business needs – especially in this climate – has never been greater. However, has the call attendees by fostering an “out of the box” brainstorming session. Our OUT OF THE
SSION
centre business really internalized this? Are you still too focused on SOPs and controlling staff? distinguished leader has achieved a remarkable retention rate. In the last 4 THINKING SE
This panel session will take advantage of creative intelligence to spark alternative ways of redesigning years, only 2 employees have left the call centre – and they stayed within the
call centres to create more flexibility. Call centres are largely operating under a 1990s model of company transitioning to different roles! Rhonda will lead an interactive discussion addressing:
structured rigidity and rewards often revolving around call volume and talk time. • Streamlining change management and ensuring communication of all new processes
N
• Is this rigidity too mechanical and does it depersonalize the experience for
PANEL SESSIO • Treating your team with respect and the importance of honesty and being transparent
CE
both the employee and customers? WITH AUDIEN • Installing a work life balance
• How can we create a level of interactivity and engagement with our reps
PARTICIPATION • Showing an interest in your staff
that will create a stronger connection to the employer and customer? • Best practices for enhancing skills, coaching and mentoring
• Is it possible to change our fundamental leadership philosophies while still meeting our revenue goals? Rhonda Stearns, Assistant Manager/Consumer Services, BRITISH COLUMBIA LOTTERY CORPORATION
Brian Jones, Sr Manager, Customer Contact, BEST BUY CANADA LTD
5:15 Chairperson’s Closing Remarks
Additional panelists will include audience volunteers offering candid perspectives!
4 Sponsors:

5. DAY 3 Main Conference Sessions
Wednesday, August 19, 2009
7:15 Registration and Coffee Find out how Voices.com has realized a 62% increase in sales, as well as a 215% increase in leads in
the first three months of implementation.
8:05 Chairperson’s Welcome David Ciccarelli, CEO, VOICES.COM
’08 Nominated for Young Entrepreneur of the Year Award, Business Development
8:15 ”PER-FESSIONAL”: 5 STEPS TO HIGHER MORALE AND LOWER STRESS Bank of Canada
This unique motivational presentation brings together aspects of personal and professional lives in order to ’07 1to1 Impact Award
build morale, lower stress, and motivate associates. This distinguished speaker has 13+ years of call centre ’09 Nominated Business Leader of the Year, Chamber of Commerce
management experience and is proud to consistently experience the lowest
turnover in the company. Find out how you can achieve similar U.S. 12:00 Luncheon
accomplishments by following his simple five step process. PERSPECTIVE
Learn how to: 1:00 ELEVATING PRODUCTIVITY WITH EFFICIENCY METRICS
• Motivate team members on reduced operating budgets In this economic climate, we are faced with the challenge of doing more with GAME SHOW
H
• Do more with less and have fun doing it less – especially with small budgets that are getting smaller. Find out how FORMAT WIT
• Enjoy your team and how they can enjoy you Trader Corporation received a 35% lift in output without increasing operating AUDIENCE
• Achieve optimal performance through recognition budgets! This session will start with an overview of the metrics Amar found PARTICIPATION
Greg Troxell, Customer Care Supervisor, UNITED STATIONERS SUPPLY and implemented.
• Elevating calls per our per FTE (full time equivalent)
9:00 DIFFERENT TIMES CALL FOR DIFFERENT MEASURES • Linking to revenue and cost reduction
• Managing idol time
Simply doing what you have always done is just not good enough. As a two time winner of the JD
Power Award in Credit Card Customer Satisfaction in 2007 and 2008, Best Employer for Quality and a This session will then move into an innovative game show format. Audience members will share their
Healthy Workplace by the National Quality Institute in 2008, and Number 15 of the Top 100 Brands by best practices for implementing measures that enhance efficiency and reduce costs. You will walk
Business Week February 2009, we will share winning strategies focused on: away, and go “back to your shop” with easy to implement golden nuggets of ideas!
• Employee Engagement - motivating through turbulent times Amar Sidhu, Director - National Contact Sales Centre, TRADER CORPORATION
• Customer Satisfaction - building long term relationships
• Shareholder - protecting your brand 1:45 END-TO-END PROCESS TO RESOLVE CUSTOMER ISSUES AND SAVE MONEY
Marc Hollenberg, Vice President, U.S. Telephone Service Centre, AMEX Canada Inc. Don’t miss your chance to hear how Canadian Tire Financial Services’ developed better ways for
managing processes to eliminate customer points of pain and realize significant cost savings.
Belinda Banks, Service Director, U.S. Telephone Service Centre, AMEX Canada Inc. • Driving first call resolution and overall satisfaction through performance coaching
JD Powers'07 and '08 Credit Card Customer Satisfaction • Addressing customer issues in quality action teams (the company is ISO certified)
National Quality Institute '08 Best Employer for Quality and a Healthy Workplace • Mapping processes and looking for opportunities to put changes in to drive improvement
Business Week'09 #15 Top 100 Brands Scott Williams, Assistant Vice President, CANADIAN TIRE FINANCIAL SERVICES
Fortune’09 #29 World’s Most Admired Companies Canadian Information Productivity Award for Excellence Through Innovation
9:45 Mid-Morning Networking Break 2:30 Mid-Afternoon Networking Break
10:30 CREATING A THREE YEAR VISION TO DRIVE YOUR COMPANY TO EXCELLENCE 3:00 CHANGING THE GAME AND CHARGING FOR SERVICE!
ING Direct’s Sales and Service vision aims to be a world-class revenue generating sales and service centre Sabre is the world leader in the travel marketplace and has an advanced global contact centre
in three years. This is not an aspiration or a hope; this will be accomplished. operation based in Uruguay which provides service to 45 countries around the world. By attending this
Regardless of the economic environment, we still need a vision for success presentation you will identify how to take your operation to the next level and implant a service model
now and in the future. This session will address how to create a vision for SPECIAL
SSION that makes cents!
your call centre that’s impactful – that people will buy into, sustain and live LEARNING SE
AT • Successfully implementing multiple contact centre channels
by every day. Let’s “gather by the fire” and take an honest look at where we - FIRESIDE CH • Implementing specialization and multi tiered service models
want to be and what we need to do to get there. • Implement self service tools and a pay for service model
Topics include: Jean Shaw, Senior Director Global Software Support, SABRE INC. URUGUAY
• Building a vision with your team
Top 100 Most Innovative Users of Technology (InformationWeek 2008)
• Getting people to “own” pieces of the vision by taking a role in achieving the vision
10 Best Places to Work in Uruguay for 2008
• Rolling the vision to the front line and getting them engaged and emotionally connected
• Getting your team mobilized and thinking about the future
3:45 PEER-TO-PEER MODERATED SESSIONS - STRATEGIES FOR SUCCESS
Learn take homes strategies for employee engagement, client focus, resource management, and These popular peer-to-peer roundtable sessions are designed to take advantage of
develop strategies for delivering repeatable and consistent results. the talent in the room and provide an open forum to discuss SED
David Bradshaw, Vice President (Head) of Sales and Service, ING DIRECT challenges/solutions. The roundtables are an excellent way to develop SPECIAL FOCU
networking contacts. The following are the three topics up for discussion: PEER-TO-PEER
11:15 INTEGRATING LIVE CHAT WITH CRM TO BOOST THE CUSTOMER EXPERIENCE • How are you leveraging technology to accomplish more with less?
MODERATED
Voices.com is the service that connects businesses with professional voice over talent. Find out how the • How are you leveraging social media to listen and engage with your
ROUNDTABLE
S
company earned a coveted ’07 1to1 Impact Award for Full-Suite CRM by leveraging CRM to handle the customers? DISCUSSION
complexity of 25,000 profiles representing 100 languages. • Your budgets may be reduced while your customers are more demanding then
• Creating a customized, flexible package that grows in alignment with corporate growth
ever.
• Generating sales through live chat
• How are you handling this unfortunate scenario while creating lemonade out of lemons?
• Integrating CRM with live chat
Ron Glen, Executive Editor, CONTACT MANAGEMENT MAGAZINE
•
Optimizing live chat by employing skills based routing
• Achieving 100% user adoption of CRM
4:30 Main Conference Concludes
Register Today! Call 1-800-882-8684 or Visit www.iqpc.com/us/callcentrecanada 5

6. DAY 4 Post-Conference Site Tour Day
Thursday, August 20, 2009
BOARD THE BUS! DON'T MISS OUR SITE TOURS!
Site tours are a great opportunity to visit a leading company and find out what makes their company so successful. Get an inside look at their customer focused
culture, technology and leadership philosophies. Bus trips to and from the tours, as well as the tours themselves, offer a great networking opportunity. We
encourage delegates to take advantage of this unique opportunity and see “Call Centres in Action!” The site tours will include: a presentation by one or more
executives; a walk around tour of the facilities; and opportunity to meet call centre agents; and a question and answer period.
D
A SITE TOUR: Energy Savings Group, Customer Service Contact Centre, CCEOC Certified: Silver 2009/2010
Energy Savings Group commenced business in July 1997 and is a leading independent •
Attract and retain top talent
energy supplier serving close to one million electricity and natural gas customer •
Career path development
accounts in North America. Energy Savings operates in Alberta, British Columbia, •
Gain industry-wide recognition as a great place to work
Ontario, Manitoba and Quebec in Canada, and Illinois, Indiana, New York and Texas in
the United States. The parent company, Energy Savings Income Fund, trades on the In addition, we will hear an overview of the following key programs:
8:30 a.m. – 12:00 p.m.
Toronto Stock Exchange (TSX:SIF.UN). In 2007, Energy Savings Group received the •
Training and development, coaching and mentoring programs
OEA’s Company of the Year award. In 2008, Energy Savings Group achieved their first •
Work/life balance and health and wellness
Silver certification as a Contact Centre Employer of Choice. •
Rewards and recognition
•
Community support
CONTACT CENTRE DESCRIPTION, ERGONOMICS & TECHNOLOGY
The Energy Savings Group Customer Service contact centre operation is located in 2007 – ESG awarded Company of the Year distinction by the Ontario Energy
Mississauga Ontario. Over one million calls and 20000 emails are handled annually. Association
Energy Savings Group is the first energy organization in North America to be 2008 – ESG certified Silver as a Contact Centre Employer of Choice; ESG awarded the
recognized as a Contact Centre Employer of Choice®. They achieved Silver level Corporate Governance Award from Ontario Business Achievement Centre
certification on the first assessment 2009 – Our founder and Executive Chair Rebecca MacDonald to receive the
International Horatio Alger Award in Washington.
The contact centre moved to a new facility in 2007. We will be visiting their one floor
building with an expansive, open concept layout. We will hear an overview of the key Judy Cabraja
factors in the decision to pursue the CCEOC designation: Director, Learning & Development
•
Employee engagement ENERGY SAVINGS GROUP
E
A SITE TOUR: AIR MILES®
Founded in 1992, the AIR MILES® Reward Program is Canada's As Canada’s number one consumer loyalty program, the AIR MILES® Reward Program is
premier coalition loyalty program, with more than 9.5 million committed to – and more importantly demonstrates on a daily basis - maintaining a
12:15 p.m. – 3:45 p.m.
active Collector accounts representing about two-thirds of all friendly, open and supportive dialogue with its millions of Collectors. Their constant
Canadian households. Simply by shopping for products and feedback – from suggested service improvements to new reward ideas – is what drives
services at any of 100+ brand-name Sponsors, AIR MILES ongoing efforts to keep the program fresh, relevant and engaging. And the AIR MILES®
Collectors earn reward miles that can be redeemed for more Customer Care team, fielding 3.5 million calls a year along with a growing wave of
than 800 leisure, entertainment, merchandise, travel and other email communications, is the key point of contact in this critical relationship.
lifestyle rewards.
Site Tour Leader:
Enjoying double-digit growth every year since it was launched, Fawzia Drakes
and with half a million new Collectors joining annually, the AIR Associate Director, Customer Care
MILES Reward Program is woven into the Canadian retail LoyaltyOne | AIR MILES® Reward Program
landscape and a fixture of everyday life for millions of consumers.
6 Sponsors:

7. Registration Information Sponsorship and Exhibition Opportunities ❑ YES! Please register me for
Web: www.iqpc.com/us/callcentrecanada Sponsorships and exhibits are excellent opportunities for your company to showcase
Phone: 1-800-882-8684 its products and services to high-level, targeted decision-makers attending Call
Centre Week Canada. IQPC and Customer Management IQ help companies like
Fax: 1-646-378-6025 yours achieve important sales, marketing and branding objectives by setting aside a CANADA
limited number of event sponsorships and exhibit spaces – all of which are custom-
Mail: IQPC tailored to assist your organization in creating a platform to maximize its exposure Please register the following people from my organization:
535 5th Avenue, 8th Floor at the event.
New York, NY, 10017 Name
For more information on sponsoring or exhibiting at Call Centre Week Canada Title
Email: info@iqpc.com please contact Mario Matulich at 212-885-2719 or sponsorship@iqpc.com.
Company
Conference Pricing Telephone Fax
Qualified Call Centre Professional Pricing* Email
Mailing Address
5/1/09 5/15/09 5/29/09 6/12/09 6/26/09 7/24/09 Standard Price
Conference (save $800) (save $700) (save $600) (save $500) (save $400) (save $200)
City/StateZip
Only $999 $1,099 $1,199 $1,299 $1,399 $1,599 $1,799 (use separate sheet for additional attendees)
Pre-Conference
Workshop Day $999 $999 $999 $999 $999 $999 $999 Payment Information Total Price for Your Organization
(8/17/09) ❑ VISA ❑ M/C ❑ AMEX (Add total of all individuals attending): $
All Access** (save $1,697) (save $1,597) (save $1,497) (save $1,397) (save ($1,297) (save $1,197) (save $897) Card Number: Exp. Date:
$2,199 $2,299 $2,399 $2,499 $2,599 $2,699 $2,999
Name On Card: CVM Code:
Workshops/
Site Tour Only $549 $549 $549 $549 $549 $549 $549 Signature:
All Others Pricing Billing Address if Different From Above:
6/26/09 7/24/09 Standard Price City/State/Zip:
Conference Only (save $800) (save $400)
$1,999 $2,399 $2,799 Important! To speed registration, provide the customer registration code located on the
back page—even if it is not addressed to you!
Pre-Conference Workshop Day (8/17/09) $999 $999 $999 MAKE CHECKS PAYABLE IN CANADIAN DOLLARS TO: IQPC
* Prices are in Canadian currency and are subject to a 5% GST
All Access** (save $1,697) (save $1,397) (save $697)
Details for making payment via EFT or wire transfer:
$3,199 $3,499 $4,199 Bank-HSBC
Workshops Only $549 $549 $549 Account # 002-385-007-001
SWIFT Code HKBCCATT
Reference: Please include the name of the attendee(s) and the event number: 10500.003
All Price are in Canadian currency and are subject to a 5% GST. Payment Policy: Payment is due in full at the time of registration and includes lunches,
**All Access Pass grants access to all workshops, site tours, and main conference days. Must confirm workshops and site tour participation at time of registration. refreshments and detailed conference materials. Your registration will not be confirmed until
Please note: Multiple discounts cannot be combined. payment is received and may be subject to cancellation.
A $99 processing fee will be charged to all reigstrations not accompanied by credit card at end of registration Please go online to: www.iqpc.com/cancellation to view our cancellation policy
*Qualified call centre professional pricing applied to those end-users involved in call centres, contact centres, customer service, or customer affairs. All Others includes any service provider to call
centre practitioners - solution providers, consultants, or any third party vendors. that partner with or provide services to call centres or provide call centre outsourcing to organizations. Discounts Scholarships Available: IQPC sets aside a limited number of discounts that may be applied to
its conferences for delegates from the non-profit sector, government and military organizations
are taken off the standard conference price only and do not apply to workshop only registrations. IQPC reserves the right to qualify your registration before applying your discount.
and academia. For more information about scholarships to this event, please call Customer
Service at 1-800-882-8684.
About Our Sponsors: Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at
1-800-882-8684 to discuss your specific needs.
Deliberately Innovative All-in-One Communications for Business. ©2009 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure
Interactive Intelligence is a global provider of unified business communications solutions for contact center automation, enterprise constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham
IP telephony, and enterprise messaging. The company’s standards-based all-in-one communications software suite was designed to Act and common law principles.
eliminate the cost and complexity of multi-point systems. Founded in 1994 and backed by more than 3,000 customers worldwide,
Interactive Intelligence is an experienced leader in delivering customer value through its premise-based and hosted offerings, including software,
hardware, consulting, support, education and implementation. At Interactive Intelligence, it’s what we do. Website: www.interactiveintelligence.com About the Venue
UNICOR—Unique Government Corporation
UNICOR, also known as Federal Prison Industries, was established by executive order in 1934 with the goal of employing federal
inmates in productive work, and training them in valuable job skills. As a self-sustaining, self-funded government corporation, UNICOR
has supplied a wide range of quality goods and services to federal agencies for over 70 years. More recently, UNICOR has been authorized to partner Please check the website
with private sector firms currently sending work offshore or in lieu of sending work offshore. Website: www.unicor.gov www.iqpc.com/us/callcentrecanada for
NCO Customer Management
updates on the venue.
NCO Customer Management provides global Customer Care solutions to many of the Fortune 500 companies. Our CRM division
offers a wide variety of services including inbound and outbound customer care programs, customer retention, technical support, Media Partners:
customer acquisition/sales, e-mail management, Interactive Voice Response and Messaging, Web chat, and printing/mailing services. Website:
www.ncogroup.com
Register Today! Call 1-800-882-8684 or Visit www.iqpc.com/us/callcentrecanada 7