|
|
|
|
|
|
|
FOLLOW US ON
RED ROCK CASINO, RESORT & SPA
Join us in Las Vegas at the beautiful Red Rock Casino, Resort & Spa, located just minutes from the Las Vegas strip provides serene surroundings, distinctive décor and an impeccable standard of service to ensure a fabulous visit.- Book Your Room Now
Password: PARAFEST
See limitations here
KEYNOTE SPEAKERS
Delivering Happiness - Tony Hsieh, CEO - Zappos.com
Respected CEO of customer service phenom Zappos.com will share the story behind this successful online service leader- Register Now
Moments of Magic - Shep Hyken
Award Winning Speaker and Respected Author on Building Loyal Customer Relationships- Register Now
"ROCK THE RED" PARTY
Don't miss the ParaFest "Rock the Red" Party at Christian Audigier, located at the world-renowned Treasure Island Hotel & Casino. This outdoor bar, located on the strip, overlooks Sirens' Cove, where guests will have front row seats to the famous Sirens of Treasure Island show. This event will be a 3 hour extravaganza offering great music, exciting entertainment, and wonderful food! Enjoy mingling with your peers in a high energy and fun atmosphere.- Register Now
AGENDA AT A GLANCE
| Monday, April 27 | |
| 3:00pm - 5:00pm | Registration open |
| Tuesday, April 28 | |
| 8:30am | Buses depart for Training Facility |
| 7:30am - 6:00pm | Registration open |
| 9:00am - 2:30pm | Training classes - Hands on sessions |
| 9:00am - 10:30am |
Technical Track Parature Report - Reports Show Rise in Legendary Support Designer reporting for Parature administrators Getting up to Speed Parature Basics - 'Simply the Best' Practices for workflow, configurations and rules Parature Veteran Parature Fall '08 - Parature says 'Know Your Roles' The Ins and Outs of Customer Roles |
| 10:30am - 12:00pm |
Technical Track Parature API - Become an API Rock Star The technical side of APIs Getting up to Speed Parature Fall '08 - Parature says 'Know Your Roles' The Ins and Outs of Customer Roles Parature Veteran Parature Portal - My Portal Rocks, What About Yours? Customizing your portal |
| 12:00pm - 1:00pm | Lunch |
| 1:00pm - 2:30pm |
Technical Track Parature Portal - My Portal Rocks, What About Yours? Customizing your portal Getting up to Speed Parature API - The ABCs of APIs Parature Veteran Parature Chat - What's all the 'CHAT'ter About? |
| 3:00pm | Buses depart from Training Facility back to Hotel |
| 4:00pm - 5:30pm | General Session Welcome Address Duke Chung, Parature CEO and President Keynote Address - Moments of Magic Shep Hyken, Customer Service Speaker |
| 6:00pm - 9:00pm | Welcome Reception - Cherry Nightclub |
| Wednesday, April 29 | |
| 7:00am - 5:00pm | Registration open |
| 7:00am - 8:00am | Breakfast |
| 7:00am - 11:00am 12:00pm- 5:00pm |
Solutions Center Open |
| 8:00am - 8:50am |
Best Practices "Drinking Our Own Champagne" - How Parature Uses Parature Inside tricks that Parature uses to support our own customers Presented By: Ben Martin & Josh Ramsden - Parature Customer Experience What to Say to a Porcupine: Strategies for Dealing with Difficult Customers Presented By: Rich Gallagher - Point of Contact Group Product "Best of Both World's" - How to Seamlessly Integrate Angel.com - telephone IVR - with Parature Software Presented By: Ahmed Bouzid - Angel.com Hugh Ujhazy - Hitachi Data Systems |
| 9:00am - 9:50am |
Best Practices "You Are On Candid Camera" - How to Setup and Use Videos in Your Parature Knowledgebase to Increase Your Call Deflection Presented By: David Schroeder - iWin Customer Experience How Miami Dade College Successfully Supports 162K Students across Eight Campuses Presented By: Gabriel Yanni - Miami Dade College Product Parature Integrations - How to Integrate Parature with Just About Anything Presented By: Sol Chea & Brandon Ryan - Parature |
| 10:00am - 10:50am |
Best Practices The Cartoon Network Support Model - How We Leverage Alerts, KB and Ticketing to Solve Customer Issues Presented By: Steve Wilson - Cartoon Network Customer Experience Optimize Your Ticket Workflow: Tips and Tricks for Efficiency Presented By: Jeni Rose - Elsevier and Sean McCoy - Parature Product New Parature Chat - The New Frontier in Customer Excellence Presented By: Cindy Cruzado & Abe Kinney - Parature |
| 11:00am - 11:50am | Keynote Address - Delivering Happiness Tony Hsieh, CEO - Zappos.com |
| 12:00pm - 1:00pm | Lunch |
| 1:00pm - 1:50pm |
Best Practices Metrics, Metrics, Metrics at Florida Virtual School - What to Track, How to Track Presented By: Bryan Nguyen - Florida Virtual School Customer Experience Creating Greater Value from Your Support Tickets: How a Web Hosting Company Became a Social Publishing Platform Presented By: James Watson - Webs.com Product Using Parature to Manage Interdepartmental Processes Presented By: Paige Newcombe - Coremetrics |
| 2:00pm - 2:50pm |
Best Practices World-Class KB - How to Write Good Responses, Driving Customers to the Knowledgebase before Opening a Ticket Presented By: Mike Devaney - Enterprise Mobile Karim Guirguis - American Bankruptcy Institute Customer Experience How to Deliver World-Class Service When Your Support Traffic Doubles or Triples but Your Staffing Does Not Presented By: Chris Henderson - IGN Product Top 20 Tips and Techniques for Your Service Desk Panel Discussion Moderated By: Ben Martin - Parature Panel:Regine Weiner - Gazillion, Maurice Linden - Linden Lab, and James Foster - e-MDs |
| 3:00pm - 3:50pm | Parature Product Roadmap Presented By: Parature Product Management |
| 6:00pm | Buses depart for off-site event |
| 6:30pm - 9:30pm | ParaFest "Rock the Red" Party at Christian Audigier - Treasure Island Experience great food, music, dance, and exciting entertainment in Sirens' Cove |
| 9:30pm | Buses return to hotel |
| Thursday, April 30 | |
| 7:30am - 11:00am | Registration open |
| 8:00am - 10:00am | Breakfast |
| 9:00am - 10:00am | Birds of a Feather - Roundtable Discussions by Industry A unique opportunity to network and discuss best practices, use cases, and trends with other support professionals within your industry |
| 10:00am - 11:00am | Parature User Groups - Discussions by Locale A unique opportunity to network with Parature users from your same geographic area More Tips and Techniques for Your Service Desk Join Ben Martin, Parature's VP of Customer Care, for extended tips and tricks for your Service Desk in this intimate setting |