AGENDA - DETAILS

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Tuesday, April 28th

9:00am - 10:30am

Parature Report - Reports Show Rise in Legendary Support
Not sure what you should be reporting on? Interested in learning what reports other clients are writing and using to measure their success? In this session, Parature experts will be available to answer questions on how to build these common reports. Have a report you are particularly proud of? We may ask you to submit a copy of the report (in Excel/PDF format) to showcase to the group.

Parature Basics - 'Simply the Best'
Didn't go thru deployment when your company first implemented Parature? Or has it been a while and you need a quick refresher on the overall administrative features within the software? Join us for this fast-paced introduction to Parature Customer Service™ software and you'll be an administrative expert in no time!

Parature Fall '08 - Parature says 'Know Your Roles'
Join us to learn about the newest administration features from the Parature Fall '08 release! Learn how clients are making use of the new portal roles, hide ticket, and additional release features. Be sure you are getting the latest and greatest out of Parature!

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Tuesday, April 28th

10:30am - 12:00pm

Parature API - Become an API Rock Star
Already know the basics of APIs? Join us for a deeper look into how to implement integrations using the APIs. Sample code will be reviewed showing best practices on how to build robust and reusable code.
*This session should only be attended by individuals with hands-on experience with the Parature APIs or comparable coding/programming experience.

Parature Fall '08 - Parature says 'Know Your Roles'
Join us to learn about the newest administration features from the Parature Fall '08 release! Learn how clients are making use of the new portal roles, hide ticket, and additional release features. Be sure you are getting the latest and greatest out of Parature!

Parature Portal - My Portal Rocks, What About Yours?
Looking to add some excitement to your Support Portal? Interested in learning how Parature clients have tailored their portals to appeal to their end users? Join Parature experts in this hands-on session to learn tips and tricks on how to customize the portal and make the most out of the editor features. Want to flaunt your portal? We may be asking you to send us your support portal link and we just may show it off during the session!

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Tuesday, April 28th

1:00pm - 2:30pm

Parature Portal - My Portal Rocks, What About Yours?
Looking to add some excitement to your Support Portal? Interested in learning how Parature clients have tailored their portals to appeal to their end users? Join Parature experts in this hands-on session to learn tips and tricks on how to customize the portal and make the most out of the editor features. Want to flaunt your portal? We may be asking you to send us your support portal link and we just may show it off during the session!

Parature API - The ABCs of APIs
APIs - What are those? Get a high level overview of APIs, how they work, and learn some common uses that could help improve productivity within your organization. Common questions on APIs and what they can and can't do will be reviewed.
*No technical experience required.

Parature Chat - What's all the 'CHAT'ter About?
Experience a hands-on demonstration of the new Parature Chat™ module. Become familiar with all the key aspects of the product to get the most out of chat from the very start. Key topics discussed will include customizing the chat experience, configuring routing and escalation rules, proactive chat deployment, administrative setup, enabling chat technician productivity, supervisor chat monitoring, CSR to CSR chat, and chat reporting. Learn how to effectively add chat to your existing support channels without distracting from existing support processes.

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Wednesday, April 29th

8:00am - 8:50am

Drinking Our Own Champagne
Ben Martin, Parature VP of Customer Care and Josh Ramsden, Parature Technical Support Manager will demonstrate how the various teams within our company use Parature software to share knowledge, manage customer data, optimize business processes and support end users. After providing an overview of our Employee Portal, IT Help Desk, Marketing Portal and other internal use cases, Ben and Josh will focus on the unique aspects of how Parature software is implemented in our own Technical Support Center.

What to Say to a Porcupine: Strategies for Dealing with Difficult Customers
If you work in customer service and support, you know that of the angriest - and craziest - requests come into your support team. Join nationally-known communications skills author, and former help desk manager, Rich Gallagher to learn how to tame even your worst customer support situations.

Using some of the latest techniques in communications skills and behavioral psychology, this hands-on event will break down the mechanics of difficult customer transactions, and teach you skills that will help both you and your customers feel at ease in any situation.

Best of Both Worlds - How to Seamlessly Integrate Angel.com - Telephone IVR - with Parature Software
Join Ahmed Bouzid of Angel.com and Hugh Ujhazy of Hitachi Data Systems to discover how to seamlessly integrate your phone system with Parature Customer Service™ software for even more efficient support; inform incoming calls to execute effective routing, off-load easily automated tasks, and streamline call handling to increase caller satisfaction and decrease call center costs.

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Wednesday, April 29th

9:00am - 9:50am

You Are on Candid Camera
How do you persuade users to try self-help options before contacting your support staff? Join David Schroeder of iWin.com to discover how they are using Parature Video to increase support portal adoption rates and reduce operating costs. Learn how they make their support portal easy to understand by presenting an online video on their landing page to explain to their users what the support center is and how easy it is to locate the content they need.

How Miami Dade College Successfully Supports 162K Students across Eight Campuses
Join Gabriel Yanni, Associate Vice Provost – Information Technology, of Miami Dade College to discover how they are successfully supporting 162,000 students and campus staff across multiple campuses. Learn how they are effectively routing support issues based on campus workflow and a four tier support strategy.

Parature Integrations - How to Integrate Parature with Just About Anything
Come discover the potential of integrating Parature with the latest technologies available. See various applications that can be implemented to improve the productivity of your support organization. In addition, see techniques of increasing visibility within your entire organization and even by your customers. Lastly, see how to reach more customers and provide the ultimate customer support experience.

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Wednesday, April 29th

10:00am - 10:50am

The Cartoon Network Support Model - How We Leverage Alerts, KB and Ticketing to Solve Customer Issues
How do you provide support to tens of thousands of rabid young fans who refuse to follow traditional help models? Find out how Cartoon Network uses Parature to support users - both subscribing and unpaid - of FusionFall, the network's first massively multiplayer online game. Learn their Customer Service team has integrated Parature's automation, live chat, remote support and other tricks to keep fans happy and costs reasonable.

Optimize Your Ticket Workflow: Tips and Tricks for Efficiency
Join Jeni Rose, Manager, LMS Services for Evolve – Elsevier and Sean McCoy, Technical Consultant – Parature as they discuss how to effectively setup workflow specific to your use case. Learn tips to ensure all customer interactions are handled efficiently and thoroughly, how to handle spam and replies to closed tickets, utilize automated escalation rules and a tiered support strategy.

New Parature Chat - The New Frontier in Customer Excellence
Introducing Parature Chat - a live chat fully integrated, multi-byte collaborative support channel for the next generation of agents and customers. Come see for yourself what everyone else is talking about. The new Parature Chat™ software offers unprecedented integration, technology and productivity tools to assist agents with managing up to 30 live chats with clients and other CSRs, ensure managers can efficiently monitor all chat queues and chats, and enables sales productivity with the new custom proactive chat application.

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Wednesday, April 29th

1:00pm - 1:50pm

Metrics, Metrics, Metrics at Florida Virtual School - What to Track, How to Track
Customer support metrics are utilized to monitor and maintain the effectiveness and efficiency of an organization's support model. Join Florida Virtual School as they lead a discussion on today's industry standard metrics and how they are currently utilizing Parature Report™ to extract these metrics for their stakeholders.

Creating Greater Value from Your Support Tickets: How a Web Hosting Company Became a Social Publishing Platform
As enhancements to website creation tools remain stagnant, and companies offering site building solutions both sprout and wither in droves, Webs continues to innovate and grow, transitioning into a social publishing platform for user generated content. At the heart of the company, Support relays valuable customer information. Through analysis and understanding of user experiences, ticket resolution and reporting tools, Support drives product decisions and product innovation. Join Webs.com to learn how they are using the knowledge obtained through their support organization to evolve and drive future endeavors.

Using Parature to Manage Interdepartmental Processes
Servicing a clients needs can require many steps behind the scenes and involvement from multiple teams within an organization. Likewise, internal projects within an organization can be similar in nature when one department becomes a customer to the next. See how Coremetrics streamlines internal processes and sets internal commitments throughout the organization in order to expedite and manage internal workflow to ultimately deliver world class service levels to clients.

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Wednesday, April 29th

2:00pm - 2:50pm

World-Class KB
A methodology for the capture, authoring, and publication of knowledge is critical to the success of any support center. Successful knowledge management integrated with a robust self-help capability can be instrumental in reducing costs and improving customer satisfaction for any help desk. Attend this session to discover best practices in knowledge authoring coupled with techniques for increasing customer utilization of self-help technologies.

How to Deliver World-Class Service When Your Support Traffic Doubles or Triples but Your Staffing Does Not
If your business doubled overnight, would you be staffed? See how IGN uses Parature to survive sudden increases in support without hiring. Regardless of economic times, efficiently managing your support staff budget is always a must. Using Parature as virtual staff increases your customer satisfaction, response timelines and saves your company money. Everyone wins!

Top 20 Tips and Techniques for Your Service Desk
Moderated by Parature's VP of Customer Care, this panel of expert Parature Service Desk administrators shares the top tips and techniques that they use to optimize the functionality of their Parature systems to provide their customers with world-class support experiences. Featured in this panel are: Regine Weiner (Gazillion), Maurice Linden (Linden Lab), and James Foster (e-MDs).

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Wednesday, April 29th

3:00pm - 3:50pm

Parature Product Roadmap
The Parature Product Management team continues to look ahead and plan multiple product releases. Come learn firsthand how Parature is continuing to strive for the dramatic innovation in on-demand customer service software that delivers maximum productivity and satisfaction for both agents and their customers. In this session we will detail what's new in the upcoming Parature Spring '09 release, review plans for Parature Winter '09 and look ahead to product strategies for 2010. Come be a part of the future of your Parature Customer Service™ software.
*Receive your ParaFest "Rock the Red" Bracelet