2018 Fall Symposium Sessions

September 13, 2018   |   UT Commons Conference Center   |   7:30AM-4:30 PM


The Impact of Contact Centers on Austin's Economy

How will the economy shape up in 2016? What role does our industry play in the local economy? The Austin Chamber of Commerce will kick off the opening general session with current economic data and other interesting facts about the Austin Area Contact Center industry.

OPENING KEYNOTE Tony Budet | CEO | University Federal Credit Union



10:00 AM Workshops

Customer Experience Management | Nicole Coy | Endeavor Management
Every organization today should understand that in a world of having choices, managing the experience is as important, if not more so, than product or expertise. Knowing and designing the ideal customer experience journey has quickly become a critical competitive edge in an ever more fiercely battle for customer acquisition and retention.  Contact centers play vital role in not just the experience journey, but also in building customer intelligence.  It is necessary to use each touch point to understand customers’ functional (what we do) and emotional (how we do it) needs.  We have seen how small changes in the contact center role has helped save or create millions of dollars in new business or avoidable costs. In this session, we will discuss the foundations of customer experience management, provide examples of tools and resources that you can use to understand client's experiences and address opportunities for improvement, and discuss ways that you can implement changes for lasting impact.

Building Trust, Creditability & Respect | D'Andra Marquez | Dale Carnegie

Some statistics say that a staggering 40% of employees don't trust management—and without trust, employees feel a sense of uncertainty, insecurity, and worry that creates a barrier to effective performance. With our current business reality and global economy revolving around relationships and partnerships, the ability to establish, cultivate, and restore trust with our colleagues, employees, vendors, and customers is an essential leadership capability. In addition, demands for talented workers are on the rise and competition to hire and retain the best is increasing. There’s a growing need to build trust in your organization and to find ways to engage your employees more fully so they might resist the temptation to “jump ship” to a company that offers a more rewarding and trusting work environment.
At the completion of this module, participants will be able to: • Understand the relationship between trust, credibility, and respect • Minimize trust-busters and restore broken trust • Apply principles to cultivate a trust-based work environment
At the completion of this module, participants will: 
  • Understand the relationship between trust, credibility, and respect 
  • Have techniques to minimize trust-busters and restore broken trust 

Diandra is a dynamic trainer and account manager at Dale Carnegie Training of both Austin and Houston. Over the last 3 years she has worked with numerous community associations around the Austin area in helping these groups understand the importance of human relations and communication in the workplace. She has also provided corporate solutions training for Dell, VMware, Round Rock Independent School District and more in leadership, communication, presentations and stress management.

Diandra received a Bachelor’s degree in Marketing at Texas Woman’s University where she also was on the women’s basketball team. During her time there she was able to commit her time to different volunteering opportunities. She also has a Master’s Degree in Mass Communication from Texas State University. Her commitment to the Austin Children’s Services has been a passion or her and she has served as a member of the ACS Guild Volunteer program for 3 years.

Michelle Lopez | P.A.R.A.G.O.N Pearl Consulting

11:15 AM Workshops

Next Generation Contact Center| Panel discussion

Contact Centers are changing fast driven by the ever increasingly critical role they hold within the enterprise, and our Austin Contact Centers are leveraging new ideas and technology to meet the demands. These changes are not without risks, and our panelists are seasoned professionals that have lived this journey, and we are excited to have them share “real life” experiences with how transformational ideas within leadership and technology can improve retention, agent productivity, and the overall customer experience.

Zach Jones | Contact Center Technology Solutions | Simplify Corp.

Zach JonesZach Directs the contact center practice at Simplify, an IT consulting company that works with over 200+ enterprise clients supporting all levels of IT infrastructure with a considerable focus on emerging contact center solutions that drive productivity, efficiency and cost control. Simplify™ serves as a liaison between its clients and almost all of the major service providers in the industry today driven to make their clients' impossibly complex business reality become simpler, more cost effective and completely transparent so they can leverage the industry with a best-practices approach throughout the ongoing communications lifecycle.

Jeremy Franklin | Director |Service Center with Austin Radiological Association

Jeremy Franklin, Contact Center Director for Austin Radiological Association responsible leading a 65 seat center supporting patient scheduling for the organization. Jeremy leads based on the core belief that efficiency is universal – everyone has something to share and areas to improve on. From a strategic perspective, Jeremy’s experience in early roles in customer service, as well as managing the technical infrastructure of the contact center, supports a more holistic understanding of the impacts of the wrong KPIs. Jeremy rose through the ranks within a diverse base of companies ranging from Computer Science Corp. (CSC), Washington D.C. Metropolitan Area Transit Authority and the London Borough of Newham, bringing with him a unique perspective that ranges from a leading edge technology services provider, a frenetic pace of one of the nation’s largest public metro transportation networks and the cultural contrast of managing a center within local government in the U.K.

1:15 PM Workshops (2018 updates coming soon)

JD Power 2015 Drivers of Customer Satisfaction  | Mark Miller | JD Power

J.D. Power and Associates is a leading global marketing information services company that conducts independent consumer surveys of product and service quality, customer satisfaction, and buyer behavior. Each year, J.D. Power interacts with millions of consumers around the world to better understand their opinions, perceptions, and expectations about a variety of products and services.

In this presentation, Mark unveils the current research about customer satisfaction including:

  • What customers really care about
  • Why who you know is more important than what you know
  • The three dynamics changing the role of the call center

Mark leads global strategy and market development for the Contact Center Practice at J.D. Power and Associates including the Certified Call Center program, the Certified Technology Service and Support program and contact center performance improvement consulting. He has 20 years of experience in sales, operations and customer experience improvement - several with Fortune 500 companies and large foreign-based service providers. 

True Colors of Customer Service | Stephanie Blanck M.Ed.

Are you curious about your own unique personality style? Is there someone in your life you would like to understand or get along with better? Would you like to find out how others see you? True ColorsĀ® is a practical and easy to apply model for understanding yourself and others based on your personality temperament. Understanding the distinctive ways in which different personalities approach communication is key to success in all you do.  Before you can give great customer service, you need to have self-awareness in your own style of responding to others. By using "color", one is better able to understand and connect with the different styles and needs as opposed to the use of technical formulas, symbols, or numbers.  In this fun and interactive session of True Colors, you will be given a hint as to your own temperament, style and needs for success and in turn some insight into your customers, clients, and colleagues.   Participants will learn:

  • your individual color style    
  • methods for helping you succeed with people who have a different Color style  
  • How to prioritize and spend time on what matters

2:30 PM Workshops

Creative Problem Solving | Ron Safarik

Is your company burdened with too many solutions to problems? Stuck with an endless supply of new product ideas? Is morale too high (again)?  If so, this is a good presentation to skip!

The truth is, most organizations struggle with finding creative solutions to everyday challengesCreative Problem Solving, presented by Ron Safarik, uses humorous stories, anecdotes and historical examples to help you and your colleagues break through the mental blocks that limit your thinking. Ron will awaken the creativity in all of us (yes all of us!) and show us techniques that will improve brainstorming sessions, empower staff, and lead to a happier, more productive work environment. Expect an engaging session that will enable you to bring new focus to your personal and professional goals!  Here’s What Past Attendees Are Saying:

  • Very entertaining…a powerful message!
  • I've seen this several times and its never the same!
  • Ron is a very knowledgeable, enthusiastic and interesting presenter, who passionately believes in his message!
  • Ron tapped into a reservoir of my brain that I have not used for a while.
  • Creative and entertaining – Ron really thinks outside the box!
  • His very open and humorous style made it fun! 

About Ron: Whether climbing 1000 foot sheer cliffs, running over 62 miles in a day or challenging his audiences to think outside the box, Ron is a high touch example of how to find creative solutions for common challenges.  With over 20 years experience in the market research, insurance and financial services industries working for leading companies such as A.C. Neilson, Farm Bureau Insurance, The Principal Financial Group, Conseco, and Fringe Benefit Group, Ron Safarik has seen and done it all. He’s led nearly every type of market research, new product development, process improvement, customer service and retention initiative imaginable, and now brings his insight, expertise and engaging humor to audiences around the region. 


Thanks to our Symposium Sponsors:

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