Calling all Social Media Advocates!

Let’s face it – social media is not a fad.  It’s not going away…especially in call centers.  In 4-5 years, will your customers even want to call you?  Or will they be connecting with you through other channels, such as self-service, online, live chat or Twitter?  But many contact centers aren’t sure how to even begin using social media (what networks to use, how to use them effectively) and what to measure (can ROI even be measured)?

Call Center Week presents The Summit 2011 to address this major trend head on and answering the critical questions.  We’ve gathered people that are leading the way in leveraging social media, including Best Buy, MyPublisher, Thumbplay, Constant Contact & Qwest.  They will provide the “how-to” details of beginning to use social media and proving to your C-Suite that you aren’t just “playing on Facebook all day”.

The event will be held January 24-27, 2011 at the Doubletree Resort (on International Drive) in Orlando, FL. The full agenda and complete event details are available online.

The Summit invites you to be a Social Media Advocate – Join the conversation! This year as we address the increased use of social media in call centers, we want to leverage your insight, learnings, photos, videos and other exciting content leading up to and at the event through networks such as Twitter, LinkedIn, YouTube and Flickr. Just send your Twitter handle to & we’ll give you the hashtag to use. 

Join the conversation with The Summit on: Facebook / Twitter #CCSummit / WordPress / LinkedIn

Call Center Week presents The Summit

January 24-27, 2011 at the Doubltree Resort-International Drive in Orlando, FL

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Do you have a story about your call center to tell?

We’re ramping up for Call Center Week’s 6th Annual Summit which will be held January 24-27, 2011 in Orlando, FL as a part of our Customer Management event portfolio.  I’m interested in hearing about what new initiatives you are working on and if you have a call center story to tell your colleagues.   Apart from the great networking opportunities provided, talking about your experience as a call center leader is a great way to help others learn from the challenges you face and how to overcome them. 

If you’d like to be considered as a speaker, fill out our “Story to Tell” form and email it to

Based on market research and in order to continue providing cutting-edge content, we will introduce new learning formats and topics on the program this year.  Some new ideas in consideration include: Knowledge Exchange, Blue Sky, Brainstorming, “Group Therapy” and the Brilliance Bar. Once topics are selected, we can discuss the best learning style fit. However, if you are specifically interested in leading an innovative format, be sure to note it on your “Story to Tell” form.

If you are not interested in speaking, but would like to get more information about attending, email me at I would be more than happy to send our draft agenda and event details.

I look forward to hearing about your recent projects and speaking with you about Call Center Week’s 6th Annual Summit!

Call Center Week's 6th Annual Summit

Call Center Week's 6th Annual Summit

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Employee Satisfaction as a Retention Tool in Call Centers

Kelley Carson, Director of Customer Services at BendBroadband recently submitted a speaker paper about using employee satisfaction as a call center retention tool.

We’ve all heard (and probably said) “turnover is just a way of life in a call center.”  But Kelley knows that’s just an excuse.  She estimates that attrition for 1 employee can cost a company as much as $30k, when you factor in resources, benefits, training and other on-boarding processes.  If you place an emphasis on hiring a top-notch staff, it’s your responsibility as Call Center Leader to make sure the culture is one that fosters employee growth and development.

It may seem common sense that the happier your employees, the lower your turnover.  But I guess the real question for Call Center Leaders is “how do I get there?

Kelley and BendBroadband knows how – they are able to boast one of the lowest turnover rates in their industry (between 10-15%).

For more on how BendBroadband has achieved this status, Kelley’s speaker paper is available at

If you’re interested in learning more on call center employee hiring and retention, Kelley will also be leading a discussion at the 11th Annual Call Center Week (June 14-18th at Caesars Palace in Las Vegas).  Full details are at

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Intro To Our Call Center Blog

This blog will feature news and events about the call center industry. Please check back often for updates and leave comments if you would like.

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