| Wednesday |
April 2, 2008 |
| 9:00am-8:00pm |
Registration Open |
10:00am-11:45am
1:00pm-2:45pm |
Pre-Conference Training: Basic
Reporting & Beginner Business Objects |
| Pre-Conference Training: Best
Practices for the Parature Administrator: Efficiency and
Automation |
| 3:00pm-4:45pm |
Pre-Conference Training: Advanced
Business Objects Reporting |
| Pre-Conference Training: Parature
APIs for Managers: Spend Less Time Doing More |
| 6:00pm-8:00pm |
Welcome Reception |
| Thursday |
April 3, 2008 |
| 7:30am-5:30pm |
Registration Open |
| 8:00am-9:00am |
Breakfast |
| 9:00am-9:30am |
General Session Keynote: Duke Chung, President & CEO,
Parature |
| 9:30am-10:30am |
General Session Keynote: Robert Spector, Bestselling Author and
International Speaker "The Nordstrom Way" |
| 10:30am-10:45am |
Break |
| 10:30am-5:00pm |
Parature Solutions Center Open |
| Best Practices |
Product |
Industry |
| 10:45am-11:45am |
10 Best
Support Websites: How Listening to Your Customers Will Help
You Generate the Best Support Site: ASP, Jeff Tarter |
How to Integrate Voice Messages in Your Service Desk: Simulscribe, David Gerzof |
|
| Supporting
24/7 Customers Without a 24/7 Staff: DBM, Mike Geraghty |
| 11:45am-1:00pm |
Lunch |
| 1:00pm-1:50pm |
|
How to Build
World-Class Reports That Your Executives will Love: TMA, Anne-Marie Bitman and Kim Deering |
How Florida Virtual School has Turned Their Customers into Raving Fans and
Created Legendary Support: Florida Virtual School, Bryan Nguyen |
| Parature in
eCommerce: Flexibility for Worldwide Support: IGN Entertainment/Fox Interactive Media,
Chris Henderson |
| 2:00pm-2:50pm |
|
How to
Generate More Revenue From Your Services Organization -
Creating New Support Plans: Moderated by Jeff Tarter, ASP Paneled by Ben Martin,
Parature, Paige Newcombe, Coremetrics, Carlos Quezada, Meru Networks |
How
Extend Media Developed a World-Class Customer Experience Using
Parature: Extend Media, Matt
Pisarek |
|
Using Parature to Enforce SLAs
(Monitoring, Alerting & Reporting): K2 Network, Max Whitaker
|
| 2:50pm-3:15pm |
Break |
| 3:15pm-4:05pm |
Top
20 Tips & Techniques for Your Service Desk: Moderated by Ben Martin, Parature, Paneled by Anne-Marie Bitman, TMA,
Craig Brown, Des Moines Area Community College, Matthew Hawk, AlterPoint |
How ANGEL
Learning Applied Process Improvement and Workflow in Parature
to Dramatically Increase Customer Satisfaction: ANGEL Learning, John Klein |
|
| Advanced Tips & Tricks for Business Objects Reporting: Chateaux Software, Ken Zimmerman |
| 5:00pm-5:15pm |
Buses Load |
| 6:00pm-9:00pm |
Customer Appreciation Party |
| Friday |
April 4, 2008 |
| 8:00am-12:00pm |
Registration Open |
| 8:00am-12:00pm |
Parature Solutions Center Open |
| 8:30am-9:30am |
Breakfast |
| Best
Practices |
Product |
Industry |
| 9:30am-10:30am |
Parature APIs: How to Integrate with
Just About Anything - SFA to Bugzilla and Everything in
Between: Parature, Sol Chea and Brandon Ryan |
|
How Brenau
University is Using Parature to Shift Their Culture to Focus
on the Academic Consumer: Brenau
University, Cody Benson |
| Best
Practices in Support for Technology, Software & CRM: World
Class Support Techniques for Technology Organizations: Meru Networks, Carlos Quezada |
| 10:45am-11:45am |
Monitor
Customer Satisfaction and Profit from it on the Web: Premiere Global Services, Michael
Buckham-White |
12
Month Product Roadmap: Parature Product Management, Cindy Cruzado and Matt Tippets |
|
| Leveraging
Parature Organization Wide - How Parature Can Be a Great
Training Tool for Your Support Team and Others: Water Environment Federation, Lori
Jordan |
| 11:45am |
Boxed Lunch |
|
