2011 Government Contact Center Conference Presentations

All presentations are in Adobe PDF format. You can download Adobe Acrobat Reader to view them. Please contact us if you need a document in a different format.

Thursday, September 22, 2011
Audio: Contact Centers in the New Era of Customer Relationships (MP3, 24 MB, 27 minutes, October 2011) Presentation slides: Contact Centers in the New Era of Customer Relationships (PDF, 1.8 MB, 20 pages, September 2011) Presenter: Brad Cleveland, ICMI
Audio: Customer Feedback and Surveys (MP3, 37.2 MB, 41 minutes, June 2012) Panel discussion slides: Feedback and Survey Panel: Moving out of Firefighting (PDF, 630 KB, 9 pages, September 2011) Presenters: MaryAnn Monroe, NIH Susan Grow, FCG David Morad, EXCEED Corporation Moderator: John Goodman, TARP
Presentation slides: Social Media in the Contact Center, (PDF, 550 KB, 11 pages) Presenter: Mariano Tan, Prosody Systems Audio: Integrating Social Media into NCI's Contact Center (MP3, 20.2 MB, 22 minutes, October 2011) Presentation slides: Integrating Social Media into NCI’s Contact Center (PDF, 788 KB, 8 pages) Presenters: Deborah Pearson, NIH Leslie O'Flahavan, E-Write (no slides) Moderator: Daryl Covey, NOAA (no slides)
Presentation slides: Next Generation Writing Skills: Do Your Customer Service Agents Have the “Chops” to Write to Customers Via Chat, Facebook, and Twitter? (PDF, 276 KB, 22 pages, September 2011) Presenter: Leslie O’Flahavan, E-Write Presentation slides: Moving Metrics into Action (PDF, 980 KB, 15 pages, September 2011) Presenter: Tim Handren, CSG
Audio: Actionable Measurement of the Call Center Experience (MP3, 62 MB, 68 minutes, October 2011) Panel discussion slides: Actionable Measurement of the Call Center Experience (PDF, 340 KB, 5 pages, September 2011) Presenters: Tim Handren, CSG John Goodman, TARP Mike Ahmadi, SAMHSA Moderator: Daryl Covey, NOAA
Panel discussion slides: Emerging Technologies in the Contact Center (PDF, 1.13 MB, 23 pages, September 2011) Presenters: Areg Gharakhanian, Noblis Howard Bernett, Noblis
Audio: What is the Next Shiny Thing (MP3, 14.8 MB, 17 minutes, October 2011) Presentation slides: What is the Next Shiny Thing (PDF, 183 KB, 7 pages, September 2011) Presenter: Yolunda Davis, IRS

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