Doug Lipp - The Magic of Exceptional Service, Leadership & Teamwork
Respected author and speaker, as well as the former head of training at Disney University- See Full Agenda
Agenda Details
Tuesday, May 4th: 1:00pm - 2:30pm
Getting into the Groove with Parature Basics
'Simply the Best' Practices for Workflow, Configuration & Rules
The fundamentals for anyone new to Parature or not yet familiar with the software
Join your Parature Professional Services instructors as they demonstrate the fundamentals of
Parature Customer Service software. Get familiar with the setup and use of the Service Desk
as a customer support agent or administrator, and experience the Parature Support Portal as
end user. Upon completion of this training attendees should be able to accelerate their
deployments and be on their way to becoming Parature power users. This session will cover
Service Desk Administration, Portal Customizations, Content Management and Contact Management.
Steppin it Up - Improving the Service Desk Experience
'Insider Tricks' - Parature's Tips & Techniques for Improved Performance
A 'did you know' session with tips and tricks for best practices, features & workflow
You already know the Parature basics and now you want to take it to the next level. Join your
Parature Professional Services instructors for innovative, out-of-the-box thinking with these
tips. Discover how you can reduce the overhead on your support organization by deflecting tickets
and improving the routing of incoming support calls. Learn how to extend your reach to proactively
address support concerns using social media outlets like Twitter.
Now we are Jammin - Improving the Customer Experience
'My Portal Rocks!' - Customizing the Parature Portal
Learn to customize and add excitement to your support portal
If your portal...
- Looks disconnected from your corporate website and brand
- Doesn't engage your end users
- Doesn't easily enable your customers to find your awesome knowledgebase articles
- Is not deflecting enough tickets
- Needs different language packs for your growing global operations
Tuesday, May 4th: 2:40pm - 4:10pm
Getting into the Groove with Parature Basics
'Simply the Best' Practices for Workflow, Configuration & Rules - Part 2
A continuation of the fundamentals for anyone new to Parature or not yet familiar with the software
Join your Parature Professional Services instructors as they demonstrate the fundamentals of
Parature Customer Service software. Get familiar with the setup and use of the Service Desk as
a customer support agent or administrator, and experience the Parature Support Portal as end user.
Upon completion of this training attendees should be able to accelerate their deployments and be
on their way to becoming Parature power users. This session will cover Ticket Management, Reporting
and Customer Feedback.
Steppin it Up - Improving the Service Desk Experience
Parature Report Shows Increase in Commitment to Customer Experience
The basics of designer reporting for Parature administrators
Join your Parature Professional Services instructors to learn the basics of Parature's Premium
Reports to aid in quantitative data analysis. Follow step-by-step instructions to create reports
that illustrate your support team's performance. Learn to analyze the data in these reports and
use reporting as a tool to improve and optimize your ever evolving support process.
Now we are Jammin - Improving the Customer Experience
'Do You Hear It, Do They?' - Listening & Communicating for a Better Customer Experience
Learn how to best leverage the new email template feature to improve customer communication and how
to effectively obtain & use customer feedback
Join your Parature Professional Services instructors and try out the new Email Templates feature to
create your own unique ticket email notifications. Learn how to create personalized messages and
customize the look and feel of the message to match your Support Portal. Learn how to effectively
use the integrated customer feedback feature to capture information specific to a support ticket
or chat session, enabling you to easily evaluate customer satisfaction, as well as gauge your
support team's performance.
Wednesday, May 5th: 9:00am - 9:50am
General Session Panel: Support as a Differentiator - Bringing Customers to the Forefront
Moderators: Gary McNeil - VP of Marketing, Parature and Cindy Cruzado, VP of Product
Management, Parature
Panelists: Tammy Woodruff, Coremetrics; Scott Montgomery, e-MDs; Doug Young, finalsite;
Hugh Ujhazy, Hitachi Data Systems; Jon Landau, Huddle.net
A customer-centric culture has never been more important to organizations than it is today, and the
most successful customer service organizations have realized the criticality and power of the customer
experience, as well as the need to make organizational changes to improve it.
But how do you facilitate an organizational shift? How do you recognize the need for change, develop
a plan, determine customer & business impact, and get results?
Join us for this insightful panel discussion to discover how these organizations have implemented
change by bringing customers to the forefront, differentiating them from their competition.
Wednesday, May 5th: 10:00am - 10:50am
Customer Experience
Moving the Needle on Customer Satisfaction
Rich Gallagher - Point of Contact Group
How do you make your customers a lot happier? Join Rich Gallagher, bestselling author and former help
desk manager, as he opens up his playbook about training, coaching, measurement, and team leadership
methodologies that create real, substantial changes in customer satisfaction levels in the real world.
Best Practices
Optimizing Self-Service for First Contact Resolution
Chris Henderson - IGN Entertainment
As the economy and budgets have tightened, deflection and self-service have become all the more
important. Join Chris Henderson - Senior Manager, Customer Service at IGN Entertainment as she
discusses how Parature serves as the extra support staff she doesn't have and how it enables her
to continue achieving high rates of first contact resolution.
Product
How to Best Leverage Widgets on Your Service Desk
Sean McCoy - Parature
There's a widget for that! Learn how to design and build widgets for your Service Desk to amplify your
ticket pages. Click-to-call, display customer and account information, or even integrate with other
systems; all without leaving your Parature tickets. See off-the-shelf examples and discuss how to
customize your own Service Desk Widgets.
Wednesday, May 5th: 11:00am - 11:50am
Customer Experience
Zappos.com: How Zappos Built a Billion Dollar Company through a Customer Focused Culture
Jamie Naughton - Zappos.com
Discover how online phenom Zappos.com grew their gross merchandise sales from $1.6M in 2000 to over
$1 billion in 2008 by focusing relentlessly on customer service. Jamie Naughton will discuss the
Zappos commitment to WOWing their customers through service, how they retain repeat customers, and
what they do internally to inspire the Zappos culture & core values.
Best Practices
Leveraging Feedback to Improve Customer Retention
Nancy Porte - Vovici
Customer feedback is vital for strategic decision making, but how can you be sure you are asking the
right questions at the right time and interpreting the responses optimally? This session will discuss
specific techniques for gathering feedback and interpreting responses which result in actionable results.
It will explore how to engineer better customer experiences in your service center by tracking the
relationship and truly listening to the customer. Specific methods for interpreting survey results and
translating them into day-to-day customer retention techniques will also be included.
Product
Insider Insight - How Parature Uses Parature - Basic
Inside tips and tricks that Parature uses to support its own customers
Josh Ramsden - Parature
If Parature builds a premier customer service software and we support that very same software in-house,
we should have a good idea what we're doing; shouldn't we? In this session we will share how we optimize
some of the standard available functionality to run a high end support organization. We'll go through
examples from our own system including things such as our portal, workflow, reporting and metrics, as
well as some lesser known functionality. We'll explore some of the challenges we faced, how we approached
them, and the built-in solutions we found within Parature to solve those issues.
Wednesday, May 5th: 1:00pm - 1:50pm
Customer Experience
From Paper to Community: The Evolution of ACS Publications Customer Service
Jeffrey Mullins - American Chemical Society (ACS)
This session will demonstrate the evolution of ACS Publications customer support from multiple decentralized
teams to a multiple channel gateway of services and support. ACS Pubshelp provide a portal to traditional
support functions such as request submissions/management, FAQs and knowledgebase documents, but is being
extended to provide services for application instructions, expense reporting and secure file management.
The customer is being transformed from an external non-participant to a full active member of the Pubshelp
community.
Best Practices
Customer Support Then and Now; A Retrospective
Rick Bruce - Essential Learning
This session will examine the evolution in Customer Support technologies and standard practices over the
last 30 years as a way to compare and contrast the practices and technologies that are at the cutting
edge today. Our discussion will feature cost saving technologies for deflecting support contacts along
with practical tips for bringing "old school" customers into the age of self-service support and
electronic communications.
Product
Delivering Customer Delight - Improving Self-Service While Reducing Cost
Jon Landau - Huddle.net
How can a small organization with a demanding and diverse customer base offer outstanding customer
service while keeping both headcount and costs low? Learn how Huddle.net supports hundreds of thousands
of customers with a single Support Agent, yet continue to improve 'Customer Delight'.
Wednesday, May 5th: 2:00pm - 2:50pm
Customer Experience
Social Support Communities, A Pathway to Success
John Moore - Swimfish, Inc.
Businesses and government agencies are looking for new ways of engaging with their customers/citizens/employees.
Learn how organizations, large and small, as well as Federal agencies, are using the power of Social
Support Communities to solve problems as well as to co-create products and solutions.
Best Practices
How to Best Leverage Chat to Improve the User Experience
Chris Etesse - Presidium, Inc. & Matt Tippets - Parature
Hear from Chris Etesse - Presidium's VP as he discusses how today's students expect 24/7/365 access to
support in real time; chat usage by college students for support requests has increased to 25% of
Presidium's average volume. Chris will explore how this could go even higher. Also hear from Matt
Tippets, Parature's Senior Product Manager for Strategic Accounts as he discusses best practices for
Parature Chat functionality.
Product
Insider Insight - How Parature Uses Parature - Moderate to Advanced
Inside tips and tricks that Parature uses to support its own customers
Ben Martin - Parature
Vice President of Customer Care, Ben Martin, will demonstrate a variety of advanced Parature Service
Desk software configuration, automation and integration techniques used by the Parature Support Center
team to optimize support center performance and enhance the customer experience.
Wednesday, May 5th: 3:00pm - 3:50pm
Customer Experience
Changing the Experience
Esteban Kolsky - thinkJar
Today's failed model for Customer Experience Management tackles each interaction in customer service
separately. Organizations don't realize they depend on processes and functions deep inside the
organization not related to customer service. An Experience Continuum initiative addresses experiences
as end-to-end processes that live in different parts of the organization, use different systems, and
are flexible and dynamic. This session will show you how to change from Customer Experience Management
to an Experience Continuum Initiative.
Best Practices
Metrics that Wow! How Coremetrics Became the Customer Service Model of Success
Tammy Woodruff - Coremetrics
A customer-centric culture has never been more important to organizations than it is today, and the most
successful customer service organizations have realized the criticality of the customer experience, as
well as the need to make organizational changes to improve it. Learn how Coremetrics reduced their cost
to provide service while increasing customer satisfaction by investing in technology and implementing
internal change.
Product
Using Parature Knowledgebase and Ticket to Deliver Efficiency and a Superior Customer Experience
Doug Young - finalsite
Implementing a knowledgebase and ticketing system increases efficiency, but can you do it without giving
up superior service? How do you prevent a ticketing system from becoming a barrier between you and the
customer? This session will provide tips for delivering efficient service and support with a more
personalized feel, and maximizing your knowledgebase's potential.
Wednesday, May 5th: 4:00pm - 4:50pm
Parature Product Roadmap
Cindy Cruzado - VP of Product Management
The Parature Product Management team provides a look into the future and its vision to further enhance
Parature Customer Service™ software. Come learn firsthand how Parature continues to strive to bring
its customers the most innovative and comprehensive support suite to improve efficiency and the customer
experience. In this session we will review plans for the remainder of 2010 and look ahead to product
strategies for 2011.
*Receive your ParaFest 'Light Up the Night' bracelet, required for entry to the party