Wednesday, August 12
5:30– 7:00 p.m. Welcome Reception

Thursday, August 13
7:30– 8:30 a.m. Continental Breakfast & Registration
8:30– 4:00 p.m. Sessions
5:00– 6:30 p.m. Networking Reception

Friday, August 14
7:30– 8:30 a.m. Continental Breakfast
8:30 – 3:30 p.m. Sessions

Tim Owens kicks it off with his annual take on the telecom industry: who’s in, who’s out, the changing business environment, new federal regulations, and the outlook for the next year.

Locate waste in your budget – where it’s hiding and how to trim it. Learn to increase productivity and efficiency at no additional expense. Limited funds? Our customer service funding priorities will show where your money is best spent.

With telcos losing 6% of access lines annually, many are turning to loyalty programs and customer incentives to reduce churn. We’ll show you what works and what doesn’t and how to get the biggest bang for you buck.

Highly underutilized, yet simple to develop, we’ll provide a template customer service dashboard. CSRs simply click icons to check competitors’ offers, quote prices, research regulations, receive training, and find answers to tech support questions.

A case study from OmniTel Communications in Nora Springs, Iowa. How four department managers joined forces to transform employee behavior and eliminate staff who weren’t willing to “get on the bus.”

Much different than book smarts, emotional intelligence is the aptitude to communicate and interact with others. We’ve designed a test to help you screen for emotional intelligence. The supporting training materials will help you increase your team’s emotional IQ for better customer service.

Ten case studies from telcos that took risks on untested, unusual ideas and scored a home run.

A ten-point inspection of your roles, responsibilities and what your employees, supervisor, general manager and board expect of you.

Still moving at the speed of light, we’ll demonstrate the latest technologies and provide a series of stat sheets for your team’s ongoing reference. (Post them on your dashboard!)

It’s the same ten calls practically every time, and yet CSRs routinely transfer simple questions to tech support. We’ve inventoried the ten most frequently asked tech support questions and will provide clear, concise answers to prevent most escalations.

A CSR handbook of protocols, dress codes, scripts, training requirements, behavior standards, performance levels, attitudes and more for you to take away and customize for your telco.