We Will Be Posting 2008 Dates and Hosts Soon!
Information about the Host Company
Day-Timers, Inc. is located in East Texas, PA, which is approximately 60 miles north of Philadelphia and 90 miles west of New York City. Their 160 seat Customer Contact Center is supported by a variety of systems including Avaya G3 ACD, eLearning, eWorkforce from Aspect and a legacy in-house order entry system that integrates a cross sell/up sell function for agents to easily promote products along with the web to support multi channels. Day-Timers also utilizes a quality monitoring system from Coordinated Systems. They support email and web chat as well. In addition, the contact center processes about 300,000 mail orders annually. Within their mail department, they utilize OCR workstations, and send mail entry paper documents to the agent’s desk top using a Workflow System. Day-Timers’ contact center handles about 1.1 million calls per year and partner with two additional organizations to share labor during their peak seasons.
Register for the Contact Center ShareGroup
What is a Benchmarking ShareGroup?
A ShareGroup has a few important parts to it: 1) Operational benchmarking metrics, 2) hot topic discussions and strategic planning, 3) facility tour and audit of Day-Timer’s facility, and 4) networking opportunities with other directors and managers of direct contact centers.
1. Operational Benchmarking Metrics
We will be reviewing a series of benchmarking metrics and reports that show the operating cost and productivity comparisons between participating companies. There are over 100 different metrics that are benchmarked within your company’s operations. These benchmarks are to be used as a “barometer” at your company to identify where you stand at this particular time and where you should focus your attention to maximize improvements in your operations. The detailed operational data and profiles will provide actionable benchmarks for direct contact center operations as well as the opportunity to question the source for an even greater understanding.
2. Small Group Discussions and Strategic Planning
The Contact Center ShareGroup will bring together direct contact center managers in an open forum setting to discuss and examine benchmarking data; direct contact center operations hot topics and issues; and best practices in direct operations within multichannel businesses. A ShareGroup is a peer-to-peer exchange of ideas where prior to attending, each participant is asked about his or her areas of interest so that these hot topics can be entered into the meeting’s agenda. The agenda is updated regularly after each participant is interviewed before the ShareGroup. The final hot topic list will be e-mailed to each participant prior to the ShareGroup.
3. Facility Tour and Audit
Along with the many roundtable discussions held during the ShareGroup, participants will be conducting a tour and intense operational audit Day-Timer's contact center. The operational audit will be done through a detailed analysis of the contact center and the several services and functions that the center performs. This is an opportunity to observe how other direct contact center managers analyze and assess direct contact center operations, and learn from each other as you tour the contact center of Day-Timers.
Who is Eligible to Participate?
To become a member of the 2007 Contact Center Benchmarking ShareGroup, your company must: own your direct contact center operations, have annual sales in excess of $10 million, and be able to share with the group on an open basis your contact center costs and metrics.
In addition to the above qualifications you must be able to: 1. Share your company's profile and operational information with other members of the ShareGroup and identify your company to other members in the data submitted. 2. Collect and submit your company's profile and operational information to F. Curtis Barry & Company by July 20, 2007.
Register for the Contact Center ShareGroup
Who Should Attend this ShareGroup?
This two-day ShareGroup is developed for the Vice President of Operations, Direct Contact Center Director/Managers, contact center area leads and managers (I.e. Customer Service Manager), and others responsible for day-to-day operations of the direct operations of your contact center.
Membership in this Contact Center Benchmarking ShareGroup does not require that your company divulge any competitive information on merchandising, marketing, or pricing strategies. It does, however, require your commitment to actively and openly share contact center operations data in exchanges with other members of the ShareGroup.
From the data collected, your company will be able to assess how your operation measures up to other companies. You will also be able to discover and discuss ideas that will help you improve your contact center operation and implement new methods and concepts with greater confidence.
Dates: July 30-31, 2007 (fly in on Sunday, July 29th)
Location: East Texas, PA
Contact Center ShareGroup Fee: $995 for the first person, $400 for each additional participant. The cost includes ShareGroup resource binder, bus transportation to and from the hotel to Day-Timer’s contact center, Monday and Tuesday's breakfasts and lunches, cocktail party Monday evening, and conference room rental.
ShareGroup Hotel: Historic Hotel Bethlehem – 610-625-5000
Hotel Cost: $139/night (must tell them you are with F. Curtis Barry & Co. Group)
Register for the Contact Center ShareGroup
Please contact Jeff Barry via email or call him at 804.740.8743 with any additional questions you might have.
Contact Center ShareGroup 2007 Registration
July 30-31, 2007: $995 for the first participant, $400 for each additional
Fill out the form below to reserve your spot.
