Agenda

Tuesday, May 4

8:00am - 4:30pm

Registration Open

12:00pm - 4:30pm

ParaFest Zone
The place to be to meet with the Professional Services team and our sponsors

Parature Customer Service™ Software Training Sessions
Complimentary training sessions for conference attendees

** Attendees need to bring their laptops for these sessions. Workstations will not be provided this year.

Noon - 1:00pm

Lunch for Parature Training Attendees

1:00pm - 2:30pm

Getting into the Groove with Parature Basics
'Simply the Best' Practices for Workflow, Configurations & Rules
The fundamentals for anyone new to Parature or not yet familiar with the software

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

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

2:40pm - 4:10pm

Getting into the Groove with Parature Basics
'Simply the Best' Practices for Workflow, Configurations & Rules - Part 2
A continuation of the fundamentals for anyone new to Parature or not yet familiar with the software

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

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

4:30pm - 6:30pm

General Session
Welcome Address
Tim Davenport, Parature CEO
Duke Chung, Parature Founder and Chief Strategy Officer

Keynote Address
The Magic of Exceptional Service, Leadership & Teamwork - Lead the Way: Your Employees and Customers Will Follow
Doug Lipp, Speaker on International Leadership, Customer Service & Change Management

7:30 - 10:00pm

Welcome Reception at Body English

Wednesday, May 5

7:00am - 6:00pm

Registration Open

10:00am - 6:00pm

ParaFest Zone
The place to be to meet with the Professional Services team and our sponsors

8:00am - 9:00am

Breakfast

9:00am - 9:50am

General Session
Panel: Support as a Differentiator - Bringing Customers to the Forefront

Moderators:
Gary McNeil - VP of Marketing, Parature
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

10:00am - 10:50am

Customer Experience
Moving the Needle on Customer Satisfaction
Presented By: Rich Gallagher - Point of Contact Group

Best Practices
Optimizing Self-Service for First Contact Resolution
Presented By: Chris Henderson - IGN

Product
How to Best Leverage Widgets on Your Service Desk
Presented By: Sean McCoy - Parature

11:00am - 11:50am

Customer Experience
Zappos.com: How Zappos Built a Billion Dollar Company through a Customer Focused Culture
Presented By: Jamie Naughton - Zappos.com

Best Practices
Leveraging Feedback to Improve Customer Retention
Presented By: Nancy Porte - Vovici

Product
Insider Insight - How Parature Uses Parature - Basic
Inside tips and tricks that Parature uses to support its own customers
Presented By: Josh Ramsden - Parature

Noon - 1:00pm

Lunch

1:00pm - 1:50pm

Customer Experience
From Paper to Community: The Evolution of ACS Publications Customer Service
Presented By: Jeffrey Mullins - American Chemical Society (ACS)

Best Practices
Customer Support Then and Now; A Retrospective
Presented By: Rick Bruce - Essential Learning

Product
Delivering Customer Delight - Improving Self-Service While Reducing Cost
Presented By: Jon Landau - Huddle.net

2:00pm - 2:50pm

Customer Experience
Social Support Communities, A Pathway to Success
Presented By: John Moore - Swimfish, Inc.

Best Practices
How to Best Leverage Chat to Improve the User Experience
Presented By: Chris Etesse - Presidium, Inc and Matt Tippets - Parature

Product
Insider Insight - How Parature Uses Parature - Moderate to Advanced
Inside tips and tricks that Parature uses to support its own customers
Presented By: Ben Martin - Parature

3:00pm - 3:50pm

Customer Experience
Changing the Experience
Presented by: Esteban Kolsky - thinkJar

Best Practices
Metrics that Wow! How Coremetrics Became the Customer Service Model of Success
Presented By: Tammy Woodruff - Coremetrics

Product
Using Parature Knowledgebase and Ticket to Deliver Efficiency and a Superior Customer Experience
Presented By: Doug Young - finalsite

4:00pm - 4:50pm

Parature Product Roadmap
Presented By: Cindy Cruzado - Parature

7:00pm - 10:00pm

ParaFest 'Light Up the Night' Party at North Beach Club

Thursday, May 6

7:00am - 11:00am

Registration Open

8:30am - 11:00am

ParaFest Zone
The place to be to meet with the Professional Services team and our sponsors

8:00am - 11:00am

Brunch & Networking Opportunities