| ... learn from the experts, share successes... |
2011 GOVERNMENT CONTACT CENTER CONFERENCE
| City of Hampton and Virginia Beach invites you to |
| The 11th Annual Conference |
Be a part of the excitement in Hampton and Virginia Beach as government
contact center managers and employees from all over the country come together
to share, network, learn from each other and discuss best practices to improve our
unique customer service centers. The 11th Annual Government Contact
Center Conference will give you the opportunity to learn from the experts, share
successes and struggles, network with your peers and make lasting friendships
and tour three government contact centers.
It's a great value for the money, we have awesome speakers, and it's a
once-a-year opportunity to network with your colleagues. You will gain practical
knowledge & action-oriented take aways you can put to immediate use upon your
return to the office. Click here to view the conference agenda.
contact center managers and employees from all over the country come together
to share, network, learn from each other and discuss best practices to improve our
unique customer service centers. The 11th Annual Government Contact
Center Conference will give you the opportunity to learn from the experts, share
successes and struggles, network with your peers and make lasting friendships
and tour three government contact centers.
It's a great value for the money, we have awesome speakers, and it's a
once-a-year opportunity to network with your colleagues. You will gain practical
knowledge & action-oriented take aways you can put to immediate use upon your
return to the office. Click here to view the conference agenda.
| May 10 - 12, 2011 |
WHO SHOULD ATTEND?
- Municipalities...
strengthen the contact center
- Managers seeking advice from experts
and from their peers
- Contact center employees interested in
networking
- Municipalities...
- with established centers
with new contact centers
thinking about a contact center
planning their contact center
strengthen the contact center
- Managers seeking advice from experts
and from their peers
- Contact center employees interested in
networking
WHAT WILL I GAIN?
- Tools to strengthen your contact center
- New contacts for networking partners
- Knowledge of new products and
techniques
- Best practices from other government
contact centers
- Creative solutions to overcome
challenges
- Friendships to last a lifetime!
- Tools to strengthen your contact center
- New contacts for networking partners
- Knowledge of new products and
techniques
- Best practices from other government
contact centers
- Creative solutions to overcome
challenges
- Friendships to last a lifetime!
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Sponsorships & Inquiries: e-mail DJ Russell
Join your colleagues in the business of creating or managing government
contact centers. Mark your calendar now to attend the 2011 Government
Contact Center Conference in Hampton, VA. Registration - Members $125,
Government Employees Non-Members $175
2011 Feature Speakers:
Click here for the Conference Registration form
Accommodations:
Crown Plaza Hotel, Hampton, Virginia
Rate: $77 per night, not including taxes, for government employees
$99 per night, all other attendees
$77 rate requires a government ID (local, state or federal) at check in or the $99
rate will be charged.
Click here to make your hotel reservations online now.
or call 1-888-233-9527 and give block code AG2 for the government employee
rate.
All reservations MUST be received by April 19 or the prevailing rate will be
charged. Rate is good for 2 nights prior to the conference and 2 nights after.
Cancellations MUST be received 72 hours prior to the conference date or one
nights rental will be charged.
Airport Information:
Newport News International Airport (PHF)
Newport News/Williamsburg International Airport is located just off Interstate 64 at
Exit 255-B (Jefferson Avenue/Route 143) in Newport News, Virginia.
Approximately 20 minute commute to Hampton, VA.
Norfolk International Airport (ORF)
Norfolk International Airport is the major airport serving coastal Virginia including
Norfolk, Virginia Beach, Chesapeake, Portsmouth, Suffolk, Williamsburg, Newport
News and Hampton, as well as Virginia’s Eastern Shore, northeast North Carolina
and the Outer Banks. Air service is provided by American, Continental, Delta,
Southwest, United Express and US Airways.
Join your colleagues in the business of creating or managing government
contact centers. Mark your calendar now to attend the 2011 Government
Contact Center Conference in Hampton, VA. Registration - Members $125,
Government Employees Non-Members $175
2011 Feature Speakers:
- Greg Levin, Principal and Founder of OFF CENTER, LLC., is one of the
most unique and refreshing voices in the customer care industry. He has
been researching, reporting on and satirizing contact centers and
customer care since 1994 – first with ICMI, a leading consulting and
training firm, and now as an independent writer, speaker and rabble
rouser.
Greg offers a wide range of valuable and compelling resources – all aimed
at educating, empowering and entertaining contact center professionals
worldwide. Most notable is his popular weekly Off Center blog and his
critically acclaimed ebook, Full Contact: Contact Center Practices and
Strategies that Make an Impact, just released in November 2010.
To learn more about Greg and what he brings to the table, go to: www.
greglevin.com
- Shannon Spivey has been the Customer Relationship Manager for the
Baldwin County Commission since November 2006. She is responsible for
the management of the call center which includes gathering information,
referring citizens to the appropriate agency and the overall health and
efficiency of the call center at large.
- Where is the KNOWLEDGE in your organization?
Knowledge is king in Baldwin County, AL – both in the contact center and
on the web - with an average of over 80% of its non-emergency calls per
month consistently addressed with information in their knowledge base.
Live and operational since July 2004, the Baldwin County Commission Call
Center receives calls for over 200 government offices, agencies and
departments into its central switchboard. Fielding over 25,000 calls per
month on average, this county of 167,000 people is challenging some of
the country's most successful call centers with its efficiency, accessibility
and data-driven momentum.
With state and local governments under extreme pressure to justify their
technology investments, solutions that support performance management
have an extra advantage. The County was live within 90 days of its first
meeting with their CRM Account Manager and began reaping the benefits
of a consolidated call center on Day 1. The combination of accurate
information in the knowledge base and its ability to generate reports on
response rates, service requests and resolutions are core to the success
of Baldwin's contact center. Hear from Baldwin County's Customer
Relationship Manager to find out how the County is delivering quality
information and superior customer service.
Click here for the Conference Registration form
Accommodations:
Crown Plaza Hotel, Hampton, Virginia
Rate: $77 per night, not including taxes, for government employees
$99 per night, all other attendees
$77 rate requires a government ID (local, state or federal) at check in or the $99
rate will be charged.
Click here to make your hotel reservations online now.
or call 1-888-233-9527 and give block code AG2 for the government employee
rate.
All reservations MUST be received by April 19 or the prevailing rate will be
charged. Rate is good for 2 nights prior to the conference and 2 nights after.
Cancellations MUST be received 72 hours prior to the conference date or one
nights rental will be charged.
Airport Information:
Newport News International Airport (PHF)
Newport News/Williamsburg International Airport is located just off Interstate 64 at
Exit 255-B (Jefferson Avenue/Route 143) in Newport News, Virginia.
Approximately 20 minute commute to Hampton, VA.
Norfolk International Airport (ORF)
Norfolk International Airport is the major airport serving coastal Virginia including
Norfolk, Virginia Beach, Chesapeake, Portsmouth, Suffolk, Williamsburg, Newport
News and Hampton, as well as Virginia’s Eastern Shore, northeast North Carolina
and the Outer Banks. Air service is provided by American, Continental, Delta,
Southwest, United Express and US Airways.
| 2011 Sponsor |
