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May 1, 2012
Gaylord Texan Resort
& Convention Center
Dallas/Ft Worth, TX
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Registration is complimentary to attend the Call
Center Synergy Group. |
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Call Center Synergy Group Agenda |
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Tuesday, May 1 |
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8:00 - 8:15 am |
Welcome to Call Center
Synergy Group |
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Combined with
311 Synergy Group for morning session |
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Logistics of a Multi-Function Call Center |
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Eva Liggins, Director, Customer Service
Administration
Government of the District
of Columbia, Office of Tax and Revenue
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8:15 - 10:45 am |
Tour of Dallas 311 Call Center |
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10:45 - 11:00 am |
Break |
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11:00 - 12:00
noon |
Introductions for Call Center Synergy Group |
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Open Discussion |
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Alisa Mann,
Customer Services Manager, Las
Vegas Valley Water District |
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12:00 noon -
1:00 pm |
Lunch |
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1:00 - 2:00 pm |
Utility Presentation – “Obtaining the Best
Metrics from your Legacy System” |
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Cathy Kohler, CIS Operations
Manager, Hampton Roads
Sanitation District |
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2:00 - 3:00 pm |
Hot Topics Roundtables |
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- Technological
Initiatives |
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- Process
Redesign |
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- Quality
Assurance |
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- Payment
Options |
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- Web/IVR
Self-Service |
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- Credit &
Collection Activities |
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- Staffing |
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3:00 pm |
Closing |
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