Keynote
Effectively Managing Call Center Resources to Ensure Maximum Effectiveness
Host – Larry Grant (First Contact)

Presenter: Brian Thede, Associate Principal (McKinsey & Company)

The Telecom industry has been highly focused on its core business processes to improve customer service and profitability. Initially, much of the attention was in process improvements that attended to cost efficiencies. More recently, firms have been increasing exploring and utilizing strategies that focus on improving the process’ effectiveness. This presentation will address, through examples, how telecom players can build a highly effective risk management and collections organization through improving their effectiveness in the areas of: organization, strategy, floor operations, and infrastructure.

Workshop 1
Regulatory Issues Host: Michelle Wheeler (ID Analytics)

Presenter: Tom Oscherwitz (ID Analytics)

Tom Oscherwitz is a sought after speaker invited to present to ID Analytics’ clients and a variety of industries on regulatory and legislative trends involving information policy. In this session Tom will address the following items;

• Privacy
• Data Security
• Identity Fraud
• The New Challenges Associated with Identity Fraud
• Washington Update on Relevant Information Policy Issues Affecting the TRMA Community

Workshop 2
Leveraging Innovative Technology to Revitalize Operations
Host – Bill Parrish (Experian)

Presenter: Eric Ferguson, Senior Vice President, Planning & Strategy
(Bank of America)

By understanding how technology changes can positively impact their customers, Bank of America has improved collection rates and lowered operating expenses. The company has blown out its original goal for its Web payments and collections platform: the $1 million first year goal is being realized daily. The company is now poised to replicate this success with a Low Cost Collection platform that optimizes consumer response by tailoring communications channels.
Experian is pleased to present Bank of America’s Eric Ferguson, Senior Vice President, who will share insights into the company’s success in creating innovative solutions.

Benchmarking
Deep Dive
Facilitator – Tram Dang (CGI)

This Member only session will take a deeper look at the benchmarking metrics where general observations will be discussed and attendees will have the opportunity to discuss trends. This forum will also generate open discussions where members can ask “clarifying” questions or provide feedback on the data that will ultimately improve the quality of our benchmarking efforts.

Keynote
Providing Superior Customer Service in A Competitive Environment
Host – Cindy Plummer (RMA)

Presenter: Rebecca Cheek – Director of Change and Learning (Southwest Airlines)

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit., This mission statement governs the way they conduct their business. Rebecca Cheek – Director of Change and Learning at Southwest will talk about the basic principals of leadership at Southwest Airlines.

Workshop 3
FACT Act - Where we are now - Panel Host – Lisa James (TransUnion)

Panelists: Barrington Hibbert (Verizon Communications), Santhia Curtis (RMA) and Steve Reger (TransUnion)

In this session we will have a brief overview from each company describing how they incorporated the FACTA requirements into their business process. Participants will share experiences regarding the impact of new legislation and what they have learned. Open discussion to follow.