Join Jordan Rodney on May 4th, 2011 in his exciting new session “Fundamentals of HR for People Managers” at ICSA’s 14th Annual Customer Service Conference!

1. 14th Annual Customer
Service Conference
May 4th & 5th, 2011
6880 Financial Drive - RBC Building
Mississauga, ON L5N 7Y5
(Hwy 401 & Mississauga Rd)
e ning, eveloping & iscussing
Customer Service Tools and Best Practices. DAY ONE - 8:00am to 5:00pm
Discover a new perspective and learn to stand out DAY TWO - 8:00am to 4:30pm
with ideas and strategies that give your customer
service programs 3-dimensional depth. Register for BOTH DAYS and SAVE !
Conference Session Highlights: Who Should Attend:
 Creating Loyal Customers Directors, Managers, Supervisors, Co-ordinators
 Demystifying Social CRM and Consultants in charge of:
 Enhancing Your Productivity and Memory
 Customer Service & Satisfaction
 Customer Experience Journey
De ned, Delivered and Dicussed  Client Relations & Services
 Two Case Studies: TSSA and DHL Express
 Human Resources
 Art of Conversation
 Call Centres & Help Desk
 Analytics That Matter
 “Cool Workplaces” - Are You One of Them?  Quality Assurance
PLUS! - Interactive Q&A panel discussion with  Training & Development
customer service experts
Can’t Attend? Let ICSA Canada bring our wealth of experience and expertise to your company with our onsite seminars.
Select from over 225 programs that can be customized to your unique requirements. Our programs cover all aspects of business
needs. Our consultants and trainers are industry recognized individuals who provide programs that are designed to deliver results.
Register Now! Visit www.icsa.on.ca or Call 905-477-5544

2. 11:55 – 12:55 Lunch Break
DAY 1 – Wednesday, May 4th, 2011
Vendor Displays & Networking
8:00 – 8:30 REGISTRATION – CONTINENTAL BREAKFAST &
NETWORKING 1:00 – 1:55 Fundamentals of HR for People Managers
8:30 – 8:40 Welcome and Introduction by Don Scott
8:40 – 8:45 Message from the President, Dolly Konzelmann JORDAN RODNEY is a lawyer, an Instructor at the Schulich
School of Business, and a results-driven Human Resource
DOLLY KONZELMANN is the President of the ICSA Canada professional with extensive experience in employee and
–Toronto Chapter and President of Cutting Edjj Consulting – a labour relations, negotiation, facilitation and change
rm that specializes in customized training, consulting, and management. Jordan obtained an LL.B from the University of
targeted recruiting services. A recognized speaker, author and Western Ontario, and a Master’s of Industrial Relations from
entrepreneur, Dolly also participates on the boards of several Queen’s University.
advisory councils providing strategic direction and advice for
the advancement of the customer service profession. Dolly Presentation: In today's complex and competitive work
has been leading the ICSA-TC for over a decade and has environment, taking care of the 'people-side' of the business
helped increase the awareness of this tenured and becomes increasingly important to organizations.
prestigious organization throughout North America. In turn, Managers and Leaders need to be equipped with the tools to minimize risk
and deal with employee issues professionally and promptly. This session will provide
participants with an overview of the fundamental human resources elements
8:50 – 9:45 Building the Perfect Customer required to establish a productive and positive work environment.
LIZ MCCALLUM is a Canadian based international trainer
that has motivated and inspired around the world since 1:55 – 2:50 Customer Experience and Customer Satisfaction -
1989. Her open and down to earth approach, a quick wit and
Planning the Journey and Executing the Plan
her ability to bring about changes in behaviour have helped
to make her an integral partner in the training plans all types COLIN TAYLOR has blazed a trail of innovation and success
of companies and government departments. through the Customer Interaction industry. As President of
Watts (a Toronto based outsource/BPO agency), from 1994 to
Presentation: We have the power to create the customer we always wanted: 2003, he spearheaded an aggressive expansion strategy that
Happy, Satis ed, Polite and Patient! And no, we are not talking about medication increased company revenues by a staggering 800%! Since
or surgeries. Learn the techniques that the Masters of Customer Service use while 2003 Colin has led The Taylor Reach Group, Inc. to success in
juggling multiple tasks, challenging customers, unreasonable demands. This call/contact center consulting, organizational redesign and
keynote will cover the critical 2 KEY FACTORS to improving your Customer Service performance improvement.
Results and how to make them work for you…immediately.
Presentation: "Design the roadmap, deliver the customer experience and you
will gain customer satisfaction and by extension customer loyalty", so goes the
mantra. It all sounds so simple, how can it fail? But fail it does, frequently and
9:45 – 10:40 Building B2B Social CRM Strategies painfully. Often the failure is due to a disconnect between marketing and the
organizations primary customer communication channel: the contact center. In
RICK MCCUTCHEON has been involved with the CRM this session you can learn from the mistakes others have made and gain an insight
industry since 1990 as a Senior Executive, Software into how to e ectively plan the journey from concept through roadmap,
Publisher, Educator and Consultant. He is a past Board experience and to satisfaction. You will also learn the ve things you need to do
Member of the Canadian Professional Sales Association and successfully execute on the plan.
Past Vice-Chairman of the Sales Institute, the governing
committee for the Certi ed Sales Professional (CSP) designa- 2:50 – 3:05 Mid-Afternoon Break - Vendor Displays
tion. Rick presently leads a Customer Relationship Manage-
ment Consultancy based on the development of people
skills and the use of CRM related technologies. 3:10 – 4:05 The Outsourcing Dilemma
Presentation: CRM Strategies are changing quickly as technology moves to the LUISA ARMSTRONG is the Director of Customer Services for
Cloud and your customers are engaged socially online. This all changes their the Technical Standards and Safety Authority (TSSA). Luisa has
expectations for interacting with you. They want to be engaged in meaningful more than 20 years experience in customer service, design-
conversations and not simply sold to or managed. Social CRM strategies will help ing, implementing and assessing progressive customer
you facilitate these engagements through a strategy and applications approach service standards in both the public and private sectors. Luisa
that combines the in uence of online customer communities and the reach of is responsible for the strategic direction of TSSA's Customer
social networks with traditional CRM. Contact Centre, Licensing, Registration and Certi cation,
Examinations, Facilities and Business Services, including
internal support services for the operational areas of TSSA .
10:40 – 10:55 Mid-Morning Break - Vendor Displays Presentation: Every customer service organization, at one time or another, faces
the dilemma of whether to outsource some of its customer service functions or to
keep them in house. In this presentation, Luisa will share TSSA's outsourcing
11:00 – 11:55 Snap Recall experience including the good and the not so good. Topics will include:
- To outsource, or not to outsource.. Is there really a clear cut answer?
SUSAN GREGORY helps people to be productive, organized
and creative at work through a variety of fun and interactive - Finding the right outsourcing partner
training programs. She is the former president of City of - Successful transition: Planning! Planning! Planning!
London Toastmasters in the UK – a public speaking club
a liated with the Toastmasters International organization.
Susan is a Licensed Neuro Linguistic Programming Practitio- 4:05 – 4:40 Panel Discussion
ner. She holds a Bachelor of Commerce and Administration Presentation: We have teamed up four passionate customer service advocates
from Victoria University, Wellington, New Zealand. and practitioners who will share their experiences and real life expertise in area of
Presentation: Why is it so hard to remember information under pressure? Have you People, Process and Technology. Come armed with your toughest questions and
ever found you can remember trivial facts better than useful statistics? Are we put them to the challenge. Questions on team building, technology implementa-
becoming dependent on technology for things we used to store in our brains? tion, work at home agents, incentives and all the other questions that have been
Susan Gregory will provide insight into the natural processes of remembering and on top of mind for you. All this interactive Q&A session needs is you.
forgetting. She will share quick tools and tips for recall on the spot. In an interactive
and fun session, you’ll learn how memory principles can be applied to remembering
clients, promotions and product details. The techniques that will be covered are 4:40 – 5:00 Closing Remarks / Door Prize Draw
useful for all roles, levels and responsibilities within an organization.

3. DAY 2 – Thursday, May 5th, 2011 11:40 – 12:00 Social Media and ICSA – Nick Kossovan
8:00 – 8:30 REGISTRATION – Continental Breakfast & Presentation: As we all know, social media has become an ever growing topic in
customer service, a platform that can seriously hinder a company's reputation, but
Networking
if used properly, can also propel that company to new heights. ICSA Canada has
8:30 – 8:40 Opening Remarks taken the plunge and can now be followed on Twitter, Facebook and LinkedIn.
Nick Kossovan, Director of the ICSA Social Media Committee, will explain how you
can use social media to promote and interact with ICSA Canada like never before.
8:40 – 9:35 Transform Your CRM
JONATHAN SCHLOO programmed one of the rst CRM 12:00 – 1:00 Lunch Break
systems and is now a highly sought after CRM Expert, perform-
ing CRM Design Audits to ensure recommended CRM solutions Vendor Displays & Networking
achieve the desired productivity improvements. His team
leverages the 7 step QualityIntegrity Experience Method
(QIEM) to maximize pro ts for over 700 companies. Jonathan 1:05 – 3:00 Changing Leadership Landscape
has hands-on experience leading implementations with
Microsoft CRM, Act SalesLogix, Oracle, SalesForce, and Mobile COREY ATKINSON‘s areas of expertise include Leadership
CRM. Implementation, Organizational Coaching, Presentation
Training and Business Development and Customer Loyalty.
Presentation: CRM is the heart of your organization, bringing everything Throughout his career, Corey has demonstrated the skills of
together in one convenient central place. Is your CRM system working optimally a masterful corporate trainer, facilitator and coach. He
to meet the needs of your reps and do they love it? Are you and management combines his professional expertise with the practical
getting needed business intelligence and reports? Is the grass greener – should wisdom gained from leading individuals and teams in both
you switch to a new CRM system and how do you choose? CRM lies-don’t throw start-up and growth phases of a business.
out the baby with the bathwater. How does social media tie in? Discover best
practices learned over 25 years: how to get management, IT and users aligned, the
secrets to 97% rep compliance and adoption, and what I learned delivering CRM Presentation: When talking with leaders, whether CEO or Head of Customer
to Warren Bu et’s companies. Now in 2011 thanks to social media, Customer Service, they are quick to say that things are as challenging as they have ever been
Service is king to ensure company growth and pro tability. and that the issues they are facing are timeless: how to drive performance in a
complex world. The competencies that are prevalent in the organizations that are
not only pro table at the bottom-line, but also passionate at the people-line, are
9:35 – 10:30 The Art of Conversation what separate those who standout from those who stand head and shoulders
above the rest. These competencies are:
DAVID HOOKER has been a professional speaker for 35 - Understanding the value of a cool workforce and workplace
where he has talked to tens of thousands of Entrepreneurs
and Business people from around the world about the - Getting performers onboard and staying on board the company plan
"Keys" to becoming successful in an ever competitive world - Consciously working towards creating lasting relationships
where "Attitude and Service Is King". David is the host of - Building trust leadership - at all levels
Rogers Television successful reality TV show, "Mind Your
Own Business," and is the author of the much talked about The Changing Leadership Landscape Presentation will show you how to incorpo-
book "Back To The Womb & Out Again - with DOGASH." rate these competencies into your organization quickly. A strong company is the
one that has leaders spread all across the company, not just at the top. The
business world today needs both good leaders and good managers. However,
Presentation: Communication is such an important skill that when without it our because of the rapid change occurring in the industry today, a company needs far
world implodes and crumbles. From our very rst baby steps right through to more leaders, not more managers.
adulthood and beyond, communication through conversation bonds and binds
us together. However the challenge we face today is coming from the electronic
world where the Art of Conversation has been reduced to sound bites, clipped 3:00 – 3:15 Mid-Afternoon Break - Vendor Displays
phrases, and a new type of cryptic shorthand. We are forgetting how to talk, how
to communicate, and how to get our message across which is making our task
di cult when attempting to provide the best in customer service. 3:15 – 4:10 Voice of the Customer
Does David have the answers? Maybe! Will he make you stop and think? Most LUCY LEWIS has been with DHL for the past twenty years.
de nitely. Originally in telesales, she was quickly promoted to Sales
where, through her hard work and dedication, Lucy was
once again recognized for her potential and her achieve-
10:30 – 10:45 Mid-Morning Break - Vendor Displays ments and sought out the opportunities available to her
within the customer service department. Lucy was later
promoted to Call Centre Manager and than Director of
10:45 – 11:40 Actionable Analytics – Customer Service for all of Canada.
From Personalization to Process
Improvement In her current role, Lucy has been responsible for Consolidations of two Call
Centres and the implementation of Six First Choice Methodology Initiatives that
have consisted of both DMAIC and process improvement components.
ROB MCDOUGALL has been a catalyst for change within
the Call Center industry for many years. He plays an active Presentation: As an ambassador of DHL First Choice Initiatives, it’s always a
role in promoting the company through education and pleasure to have the opportunity to introduce others to DHL’s First Choice
evangelism on actionable analytics and process improve- Methodology. This presentation on the Voice of the Customer will demonstrate
ment, and is the author of many Upstream Works White how we applied DHL’s First Choice Methodology to strength our position within
Papers. He graduated as an Electrical Engineer from the the market place by focusing on increased quality and service programs that are
University of Western Ontario. currently unique within our industry and continue to set us apart from our
competition. I look forward to being able to not only share some of DHL’s Philoso-
Presentation: Thought leaders and industry analysts have pointed to their need phies with you but workshop thoughts and ideas that can shape both our
to harness actionable customer interaction data in order to improve and manage business and DHL’s.
the customer experience. But the tools available still rely on expensive integra-
tion between data silos and provide little direct value to the call center agents.
This session will discuss how generate auditable, quality data that can help the
agent improve service delivery, and provides a solid basis for other six sigma or 4:10 – 4:30 Closing Remarks / Door Prize Draw
quality initiatives.

4. REGISTER TODAY!
REGISTRATION COSTS (All cost in CDN $. Please add 13% HST)
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May 4 May 5
PAYMENT OPTIONS
REGISTER BY FAX: (905) 940-1278 (Markham)
I am a Toronto Chapter ICSA Member: Yes No
REGISTER BY PHONE: (905) 477-5544
Please bill my credit card in the amount of $
REGISTER BY EMAIL: dolly@icsa.on.ca
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REGISTER ONLINE: www.icsa.on.ca/new_events.aspx
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Signature: to guarantee your registration.
PROGRAM CHANGES CANCELLATION POLICY
The ICSA Toronto Chapter reserves the right If you must cancel your registration,
to make changes in programming and please do so in writing or by contacting
speakers, or to cancel if enrolment criteria editor@icsa.on.ca at least 10 business To Our Sponsors/Vendors
are not met, or when conditions beyond days prior to the conference. A 20%
our control occur. Every e ort will be made administrative fee will be charged.
to contact each person enrolled if the Registered participants that do not
conference is cancelled. We will assume attend or who cancel less than one week
liability for the conference fee only. prior to the conference are liable for
100% of the conference fee. Substitutions
may be made at any time.
ICSA EXECUTIVE
Dolly Konzelmann, President, ICSA Canada-TC
Phone: 905-477-5544 Email: dolly@icsa.on.ca ICSA ADVISORY COUNCIL
Vibert Rosemin, Vice President Jason Bedford
Heather Stuart-Obee, Director of Special Events Heather Cone
Judith Walton, Director of Business Planning Fred de Haan
Lisa Carter, Director of New Programs Lorna Ferguson
Debrah Laracy, Secretary Gino Iuele
Sandy Bailey, Director of Marketing Dolly Konzelmann
Amar Sidhu, Director of Advertising Elaine McDonald
Eric Esguerra, Director of Program Development Bonnie Munslow
Damon Adachi, Director of Communications Roberto Nardi
Lise Monteith, Program Chair Don Scott
Nick Kossovan, Director of Social Media Sharon Stines
Sharlene Dubraj, Social Media Committee Cheryl Vanditelli
Luisa Armstrong, Events Coordinator Suzanne Vogler
Conor Houlihan, Conference Coordinator
Jessica Clarke, Conference Coordinator www.icsa.on.ca