J W M a r r i ot t D e s e rt R i d g e

Phoenix, AZ • March 13-16, 2011

ata2011convention.org
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A New Date.
An Exciting Line-up.
And lots of warm sunshine
when you need it most!
We’re very excited about our ATA Convention & Expo this year. We’ve moved our convention from the fall to
the spring and have chosen the beautiful JW Marriott Desert Ridge in Phoenix, AZ as our destination. We’ve
designed a practical “How-to” convention with quantifiable, step-by-step solutions for today and strategies
to keep your team ahead of the game in the future. We’ve recruited dynamic keynote speakers and presenters
with relevant, timely topics that will help take your company to the next level and make your contact center
the very best it can be.
Our nearly 30 years of dedication to customer interfacing evolution is a source of pride for us. Look around at
an ATA event and see firsthand the history and wisdom of our industry. Though we represent the tradition of
call center excellence, it is an ever-changing marketplace. The ATA delivers managerial insight into emerging
technologies and new avenues of customer commerce representing integrated channels of contact in the 21st
century. Our convention promotes applied ideas of consumer management. How they have succeeded. How
they have impacted the bottom line. How they have avoided risk to both company safety and banked revenue.
We encourage learning through a team approach and offer practical, proven solutions for everyone—
executives and top-level stakeholders, campaign managers, human resources executives, compliance officers,
and marketing operations managers. How can you catapult your company from good to great and from great
to excellent? By going above and beyond the call, and this convention and expo will show you how.
Exhibiting and Sponsoring Attendee
Breakdown
Why is exhibiting and sponsoring a good idea?
Exhibiting and sponsoring give your company a chance to stand out. 76%
Executive attendees
Contact center professionals from around the world come to see what’s new
and to find out what others are doing. Attendees spend time in the exhibit
hall because it is the best place to find out about all of the latest and greatest 64%
solutions. Secure your spot today! Director and above
What’s in it for you?
VISIBILITY
43%
SVP and higher
Instant brand exposure to thousands with your company name and logo featured
online, in the printed conference brochure and in promotional materials.
COST-EFFECTIVE BOOTH SPACE
91%
Involved in buying
Minimal investment for maximum exposure with prime 10 x 10 exhibit space. process
COMPLIMENTARY REGISTRATIONS
Two complimentary registrations per exhibitor and discounted rates for
additional attendees.
83%
Decision makers
What else is in it for you?
OPPORTUNITY EXCHANGE
73%
Opportunity Exchange is a first-come, first-served opportunity for sponsors and High-level and final
exhibitors to meet one-on-one Tuesday, March 12, with high-caliber buyers. If decision makers
you need a BIG prospect, we’ve got them. From tech, BPO to furniture, these
buyers are prepared to define their prospective needs for 2011 and give you an 1/3
opportunity to GET BUSINESS! Can buy on the spot
ATA MEMBER PRICING
$4,000 EXHIBITOR BOOTH
Includes two full registrations and a full pre- and post-registration list.
98%
of attendees
spent time in
For more information about exhibiting and sponsorship the exhibit hall
opportunities, please contact Rafael Manzon, Director of
Business Affairs, at 317.816.9336 or rafael@ataconnect.org. 95%
Book your exhibitor booth online: www.ata2011convention.org of last year’s
participants requested
to be included in the
opportunity exchange
New this year! Our 2011 Convention & Expo activities
Downstairs

Lobby again this year

will be in the center of the Grand Canyon Exhibit Hall.
Reg.
Desk

Look for even more convention and expo “action” in the Grand Canyon Exhibit Hall (sections
1 2 3 4 5
7-8 below). This year, find the Event Registration & Information, Expo Hall Exhibitors, meals,
refreshments and the entrance to the General Session Hall, Breakout Rooms and Platinum Lounge all
in one area!

General Session
13 12 11 10

1
GRAND CANYON

GRAND CANYON Exhibit Area & Meals

2

7
Breakout Meetings
3
8

Banquet Meal Functions

8
4

Platinum Lounge
9

13 12 11 10 9
Downstairs
Lobby
Desk
Reg.
Platinum Loun
Banquet Meal
Breakout Mee
Exhibit Area &
General Sessio
Convention Agenda
Sunday
8a - 12:00p 2011 ATA Golf Open
9a - 12:00p 5th Annual Tennis Tournament
6:00 - 7:30p Opening Reception
7:30 - 8:00p Exhibitor/Sponsor Appreciation Reception
Monday
8 - 8:50a Breakfast
9 - 9:20a Welcome
9:20 - 10:10a General Session
10:10 - 10:30a Break
10:30 - 11:20a Group A Sessions
• Flexible Workforce – The Advantage of At-home Agents
• The Secret Sauce – Sales Metrics That Really Matter
• A Look at Best-in-Class Performance for Implementing Chat Services
• Uncover Savings in a Multi-Channel Customer Access Strategy
11:40a - 12:30p Speed Networking
12:30 - 1:30p Lunch
1:30 - 2:20p Group B Sessions
• The Social Experience: Revolutionizing the Contact Center to Engage, Influence,
and Monetize Every Customer Interaction
• Boot Camp for Efficiently Getting Through the SRO Certification Process
• Beyond the Tradition  “Lines” of Customer Reach
• Eliminating the “Mind Darts” and Their Effect on Your Contact Center
2:30 - 3:20p Expo Hall Open
3:30 - 4:20p Group C Sessions
• Global Compliance Challenges: An Ever-Increasing Opt-In World
• Develop a “Customer-for-Life” Program
• Data Optimization for Dummies: A Case Study and “How To” Guide to Improve
Telemarketing Results
• Using Lean Six Sigma Secrets to Optimize Contact Center Performance and Compliance
4:30 - 5:30p Expo Hall Reception
5:30 - 6:30p New Member Reception
9:30 - until PAC Event
Tuesday
8 - 8:50a Breakfast
9 - 9:50a Keynote Presentation
9:50 - 10:10a Break
10:10 - 11:00a Group D Sessions
• The Social Media Customer Care Maturity Model: How Do You Stack Up?
• Listen Carefully…and Improve Inbound Sales Performance
• Analytics-based Routing Optimization
• We Have 6 Months to Get Ourselves PCI Compliant! How?
11:00 - 12:00a Expo Hall Open
12:00 - 12:45p Lunch (In the Expo Hall)
12:45 - 1:45p Speaker Roundtables/Speed Networking/Opportunity Exchange
2 - 2:50p Special Presentation
2:50 - 3:40p Expo Hall Open
3:40 - 4:30p Group E Sessions
• Purchasing Power Panel
• Planning for Your Global Workforce: A Comparison of English Skills Across
Key Countries
• From Good to Great in 7 Steps
• Benchmarking to Best in Class: North Stars to Guide Your Center
6:30 - 8:30p Awards Gala
WEDNEsday
9a - 1:00p Call Centers CARE Philanthropic Event
2011 ATA
Golf Open

SUNday, March 13
Play it for yourself and see what everyone is talking about! Wildfire Golf Club
Wildfire Golf Club is situated in the rugged Sonoran Desert of Voted one of the Top 75
Northeast Phoenix and features two picturesque 18-hole courses Resorts in North America by
designed by two of golf’s greatest legends—Arnold Palmer and Condé Nast readers
Nick Faldo.
Voted Best Courses You
The Palmer Signature Course at Wildfire Golf Club offers scenic Can Play by Golfweek
and expansive fairways allowing the ball to remain in play even on Magazine
an errant shot. The Palmer Signature Course plays up to 7,145 yards,
providing a very scenic desert experience. The flashed bunkering on
Palmer is superb, and the putting greens carry plenty of undulation, Voted America’s Top Golf
like many Arnold Palmer designs. The expansive square footage of the Courses by Zagat
greens (average size is 7,000 square feet) allow the undulations to
create subtle challenges for the short game. Voted World’s Best Golf
Resorts for Family Trips
The Faldo Championship Course features generous fairways, large and Best Resort Course in
bent grass greens and tee boxes. Surrounding both courses are the the Southwest by Travel &
majestic McDowell Mountains and century-old saguaro cacti, providing Leisure Golf Magazine
a spectacular setting for golfers.

Itinerary:
7:20a: Breakfast & Registration
8:00a: Shotgun Start
Cost: $179 ATA members, $199 Non-member, $675 Foursome
ATA CONFERENCE KEYNOTE ADDRESS
Tuesday, 9:00 - 9:50a

Optimizing Customer Engagement in a

Time of Dynamic Change
Gary S. Laben, Chief Executive Officer
KBM Group
The world of direct marketing is significantly
broader, more complex and more dynamic than it
was just a few years ago. Consumer comfort levels
with social media, mobile applications, and the
Internet have risen dramatically, and use of them
has accelerated. Technology has caused a tipping
point, changing where, when, and how we engage
with customers and prospects. Advertisers and
marketers are no longer leading consumers and
engaging them in a simple transaction. Today’s
consumer is a full participant in the marketing
conversation and is frequently an initiator of the
dialog—a series of transactions.
What’s more, the model of a linear trigger-
response-follow-up in a single media channel has
given way to a complex interactive engagement
model using all channels, often simultaneously
and in real time. Data is the lifeline connecting the
various parts of the new interactive engagement
model, and its flow affects each element of the
marketing process, including the contact center.
Managing and optimizing consumer data for better
understanding of and outreach to the customer
is critical. Such massive change requires the
teleservices role to adapt in order to ensure its
effectiveness and profitability, and requires new
skills and a new understanding of what customer
engagement means.
Gary S. Laben is Chief Executive Officer of KBM
Group. As CEO, Laben led the company through
the successful integration of multiple acquisitions
as well as directed its recent global expansion.
Laben has long been involved in the growth of
successful direct marketing companies. He is widely
recognized not only for his extensive information
management and marketing experience but also
for his expertise in building unified management
teams following acquisitions and mergers. Today,
his vision of enabling clients to turn customer data
into a strategic asset is becoming reality on a global
scale as he continues to expand the company’s
footprint and services through organic growth and
acquisition.
Laben is a 20-year veteran of the information
marketing industry. Prior to joining KnowledgeBase
Marketing in 2000, he served as Vice President
of Marketing and Business Development at
Experian. During his tenure at Experian, Laben
was actively involved in growing the company
through acquisitions and marketing endeavors that
transformed the company into one of the largest
U.S. marketing services providers.
General Session, 9:20 - 10:10a
The Future of the ATA
Tim Searcy, CEO
ATA
What’s on tap for this year and what is in store for the future of the ATA? While the association industry as a
whole has been in the doldrums, ATA has continued to survive and thrive. Tim shares membership updates and
plans on new initiatives related to accreditation and designation, multi-channel communication and new member
outreach. Of course, issues of perennial interest like membership growth, member benefits and the traction of
the ATA’s self-regulatory organization are included in this “state-of-the-state” address.
And what will the future bring? Tim shares our future direction as he lays out the plans for the next three years in
the face of ongoing legislation, regulatory scrutiny and operational needs of the association. Expect candor, new
information and humor as our CEO describes the course set out by the Board and executed by management.

Group A Sessions 10:30 - 11:20a

Flexible Workforce – The Advantage of
At-home Agents
David Parkhurst, Vice President
Telecommunications, Media and Entertainment
Alpine Access, Inc.
Bill MacBride, Vice President, Customer Care
NutriSystem
The work-at-home model has proven benefits:
broader access to talent, greater success against
metrics, and improved financial results. As
organizations continue to look for opportunities
to drive further efficiency while meeting customer
expectations, call center leaders are investigating
the flexibility and disaster recovery capabilities that
a work-at-home agent model offers.
In this session, learn how weight loss industry leader
NutriSystem partners with work-at-home industry
leader Alpine Access to deliver intraday and seasonal
flexibility, as well as real-time disaster recovery.
NutriSystem’s Contact Center Vice President Bill
MacBride explains the company’s unique contact
volume flows, and how partnership with a work-
at-home model provider has captured additional
sales volumes while maintaining staffing efficiency
and effectiveness.
A Look at Best-in-Class Performance for
Implementing Chat Services
Jim Iyoob, VP Global Development
Etech, Inc.
This session provides an overview of the best
demonstrated practices for Chat. It includes a
general overview of the online shopping cart
abandoner and why customers are chatting on
your website. Based on an actual case study, the
presenter demonstrates how the partnership with
Etech helped enhance customer satisfaction for
a major Fortune 500 company and ultimately
increased sales.
The Secret Sauce – Sales Metrics
That Really Matter
Mary Murcott, CEO
NOVO 1
Chris Brown, Sr. Vice President
Frontline Performance Group
Facilitated by:
Angela Morris, President
Quality Contact Solutions, Inc.
Want to achieve substantial growth in revenue and
profit while improving service? Successful sales
teams require superb planning and consistent
performance tracking to achieve optimal results
and identify missed opportunities. Without the
right sales metrics in place, companies can’t
access real-time feedback to sustain performance
improvements. Identifying and utilizing the right
sales measurements not only drive business results,
but foster a rewarding culture that boosts service to
new heights.
Join Mary Murcott and Chris Brown as they explore
real-life case studies of contact centers that have
implemented the right sales metrics and sales
goals. Learn how the proper use of key metrics and
incentives can result in significant new revenue
streams, improved customer satisfaction and
enhanced customer loyalty.
Uncover Savings in a Multi-Channel
Customer Access Strategy
Macklin Martin, Executive Director
ICMI Consulting
Today’s customers demand multi-channel access
to an organization, yet the “big boy” telecom
solutions providers lag behind by not offering a
comprehensive integrated experience management
solution. If a company has an “enterprise-scale”
telecommunications solution driving contact
center experiences, chances are it is missing critical
opportunities to improve those experiences and
nurture more passionate, brand-loyal customers.
Stop losing the battle for funding a multi-
channel implementation by uncovering hidden
costs of legacy, premise-based, “best-in-breed”
telecommunications solutions.
group B Sessions 1:30 - 2:20p
The Social Experience: Revolutionizing
the Contact Center to Engage, Influence,
and Monetize Every Customer Interaction
Patrick M. Scheen, EVP, Engagement Management
ACCENT Marketing Services
Today’s consumers have more power than ever
to positively or negatively influence a company’s
brand—and that power grows every day. It’s no
longer a one-way push of information. Now, brands
must learn to engage in a two-way dialogue with
consumers whenever and wherever conversations
occur. That’s where the contact center comes in. In
this presentation, attendees learn how to turn their
customer service channels into powerful brand- and
relationship-building tools, including:
• What engagement is and why it matters
• The five components of an effective customer
engagement
• Tips for expanding engagement channels across
the contact center, online and social media
• How to create a social media participation model
and the pitfalls to avoid
Contemporary Contact: Beyond the
Traditional “Lines” of Customer Reach
Michele Shuster, Partner
Mac Murray, Petersen & Shuster
Former staff attorney with the State of Ohio
Attorney General’s office
New communication trends and messaging vehicles
such as text, chat, SMS and general wireless
communication surround us today. During this
session, hear from practicing industry experts
and an ATA-SRO accredited company, VMBC, on
making the most of emerging marketing mediums
while incorporating proper compliance protocols.
Case studies of successful marketing campaigns
are shared, followed by a summary of the laws and
regulations that apply to marketing via text, chat,
SMS and wireless.
Boot Camp for Efficiently Getting
Through the SRO Certification Process
Andrea Henson, Director of Compliance and
Production
Marketlink, Inc.
Angela Morris, President
Quality Contact Solutions, Inc.
Gain a complete understanding of steps included
in the certification process and how to estimate
timeframes for each. Steps covered include: hiring
an auditor; completing the on-line assessment tool;
the auditor review of the tool; the auditor site visit;
the auditor recommendation; the Trustee Board
review; and the ATA Board of Directors’ review.
Attendees receive a comprehensive checklist of
items needed before starting the certification
process. Session presenters provide ready-to-use
working documents to use as templates, including
a checklist of internal policies/procedures (DNC
policy, abandonment rate setting and confirmation,
dialer settings, wireless calling, caller ID). Session
presenters also provide a working template for state
regulatory items, such as registrations, permissible
calling times, consent to continue, no rebuttal,
disclosures, state DNC lists, and exemptions.
Eliminating the “Mind Darts” and Their
Effect on Your Contact Center
Sally Cordova, Partner
McKee Consulting LLC
Know what a “Mind Dart” is? It’s when a person
delivers a message, and the message gets lost
because something hurtful was said. It could be
an unkind remark, sarcasm or just a question that
indicates a judgment call. The purpose may not
have been to hurt anyone. It may have been meant
to train, give feedback or coach. That’s a Mind Dart.
It’s crucial in any business to have the ability to
communicate wants, needs, and goals to every
employee. Sometimes when we try to do this, we
deliver “sarcasm,” a “look that kills,” or a remark
that “feels” like an accusation. Learn how to stop
“Mind Darts” and avoid any possible negative effect
in the contact center.
ATA 5th Annual
Tennis Tournament
SUNday, March 13
9:00a - 12:00p
JW Marriott Desert Ridge Tennis Center
ATA Members: $25
Non-members: $30

Global Compliance Challenges:
An Ever-Increasing Opt-In World
Ken Sponsler, CIPP, VP and General Manager
CompliancePoint
Despite having access to plentiful sources of
compliance information, U.S. marketers are
challenged to understand the myriad of rules.
Global marketers may encounter tremendous
obstacles to understanding the rules, and the
penalties for non-compliance in many areas of the
world include extreme monetary punishments and
even jail time for principals. Finding information
in English may be impossible. Many areas of the
world have adopted strict opt-in regimes, as well as
data transfer restrictions. This session provides an
overview of global compliance laws for B2C and B2B
telemarketing, Do Not Call, SMS and Fax issues.
Participants gain an understanding of the complexity
of marketing in the global marketplace, as well
glimpse what the future may hold for U.S. laws.
Develop a “Customer-for-Life” Program
David Arellano, Chief Operating Officer
Telvista, Inc.
Facilitated by:
Kristyn Emenecker, VP Solutions Marketing
Verint
Customer satisfaction is important to everyone, but
companies thriving in today’s economy recognize
that satisfaction is no longer enough. A satisfied
customer can buy from your company one day and
your competitor the next because something critical
is missing—Loyalty.
Telvista COO David Arellano shares a systemic
approach for managing customer relationships
to increase loyalty, positive word-of-mouth and
profitability. Raising the bar on the customer
experience creates a whole new customer
environment, keeps current customers and gains
new ones. When companies meet or exceed
customers’ expectations, patrons feel a need to not
only use those services, but also recommend the
company. This interactive session helps participants
use what they know about their customers to make
them customers for life.
Group c Sessions 3:30 - 4:20p
Data Optimization for Dummies: A Case
Study and “How To” Guide to Improve
Telemarketing Results
Gerard Daher, President, Co-Founder and
Board Chairman
Speedeon Data Corporation
When a large retail bank was experiencing
unremarkable results with regard to new account
prospecting campaigns, it turned to data
optimization processes to improve telemarketing
results and return on investment. This presentation
utilizes a case study and supporting data in order
to demonstrate how data optimization services can
increase the effectiveness and ROI of telemarketing
campaigns.
The presentation includes key insights and a
step-by-step approach which attendees can apply
to their own prospecting initiatives. Learn how
prospect data is segmented into key optimization
categories, how to use optimized prospect data
to make the best business process decisions, what
factors to consider when choosing an optimization
service, and how to maximize your ROI using
optimized data.
Using Lean Six Sigma Secrets to Optimize
Contact Center Performance and
Compliance
Mohan Nair, Quality Improvement Consultant
VPI
In this interactive session, attendees learn:
• How proven Lean Six Sigma principles and proven
techniques can be used by contact centers to
dramatically improve operational performance,
ensure compliance and enhance the customer
experience with little cost.
• How to more rapidly identify broken business
processes and compliance issues, while focusing
high-impact quality monitoring and coaching
efforts on high-value interactions.
• How to eliminate the eight wastes that often
cripple contact centers and ultimately affect the
customer experience.
 The After-
Glow Party

MONday, March 14
9:30p - until
JW Marriott Desert Ridge
Bar, Desserts and Fine Song ~ A classy event not to be missed!
Event to benefit
This After-Glow Party in Phoenix will be something special. Vocalist the ATA-PAC
Camilla Formica (and ATA member) will take the stage to sing some
The ATA-PAC is the bi-partisan
smoky and sultry songs alongside the talented pianist and saxophonist, political action committee of the
Martin Castoe. American Teleservices Association
Camilla’s seductive voice, combined with her bewitching performance which exists to elect candidates
to the United States Congress.
style, is irresistibly enchanting. Her hard-swinging interpretations, mixed Participation in the ATA-PAC is
with her pure sultry jazz sound, are reminiscent of the torch singers of the limited to restricted class association
40s and 50s. Her contagious spirit attracts both the avid jazz aficionado members and is voluntary.
and the younger, hipper audiences that will help transport this classic style Contribution amounts are merely
of jazz into the 21st century. SwingnSassy, Camilla’s debut release, is a recommendations and impermissible
marvelous blend of classic songs that are performed with soul and passion. donations shall be immediately
returned to the donor. ATA-PAC
We’re expecting something a bit more too­—a strong possibility that staff can answer any questions or
additional ATA members will show up and share their talents during set clarifications regarding eligibility
and/or participation.
breaks to add a little variety to the evening’s atmosphere.
Don’t miss this opportunity to support the ATA-PAC, a political action
committee dedicated to industry advocacy, education, networking and
working for you. This is a limited capacity ticketed event. A recommended
$150 donation to the ATA-PAC is welcome, but not required to attend.
 group D Sessions 10:10 - 11:00a
The Social Media Customer Care Maturity
Model: How Do You Stack Up?
John Hernandez, Vice President, Customer
Collaboration Business Unit
Cisco Systems, Inc.
Social media such as Twitter, Facebook, and
Foursquare are changing how individuals work,
socialize, and communicate. The social web is also
changing the nature of customer service and the
customer experience. Organizations seeking to
enhance their relationships with customers, as well
as attract new customers, need to understand the
role that social media can play within a customer
collaboration strategy.
In this session, attendees study the five stages of
the Social Media Customer Care Maturity Model and
learn from examples of organizations and leading
practices within each stage. Participants see how
they can progress from basic listening on social
media to proactive engagement and learn the dos
and don’ts for each stage along the way.
Listen Carefully…and Improve Inbound
Sales Performance
Jane Bulman, Executive Director, National
Telemarketing Services
Comcast
Chuck Haven, SVP, Global Delivery
Agilyst, Inc.
When customers and prospects call into a
company, often they don’t actually buy anything.
Is that because they really are “just shopping,”
or are inbound agents missing buying signs?
Comcast wanted to dissect sales calls and identify
opportunities within each call. By analyzing the
sales process—from introduction and discovery
through objection handling and closing—agents
can be trained to be more successful in their jobs.
And that leads to more satisfied customers.
Comcast partnered with Agilyst, Inc. on a qualitative
measurement initiative which analyzes elements of
a sales call. This session, presented by Agilyst and
Comcast, reveals how integration and analysis of
specific sales call flows, quality monitoring practices,
and corrective action strategies lead to increased
sales performance.
Analytics-based Routing Optimization
Cameron Hurst, Vice President, Targeted Solutions
Assurant Solutions
Assurant needed to decrease customer attrition
and increase sales. The company reasoned that, if
every caller was paired with a CSR with which the
customer had excellent rapport, they would save
more callers, increase sales, and improve customer
satisfaction.
Assurant’s decision-scientists and actuarials
discovered that for each customer calling, there is a
unique agent optimally suited—an agent that has
the highest probability of a successful outcome.
Based on these findings, they invented RAMP, a call
routing solution designed to hold a caller in queue
until the optimally matched CSR comes available
or a time limit is reached. Attendees to this session
learn the value of analytics not only with customer
data, but agent data/behaviors that create optimal
call outcomes through a unique match.
We Have 6 Months to Get Ourselves PCI
Compliant! How?
Edward Vasko, Managing Director/Co-Founder
Terra Verde Services
This session presents the audience with a number of
key pieces of information related to PCI compliance.
A comparison between PCI DSS 1.2 and 2.0 is
examined, along with methods and approaches to
maintain compliance. Sanitized case studies (no
client names) outlining methods of achieving PCI
compliance within a teleservices environment are
presented, showing both positive and negative
approaches to PCI compliance.
 Hot Topic
RoundtableS &
speed networking

Back by popular demand...

Hot Topic Roundtables
A hot topic roundtable is a session that gives you an opportunity Some of the topics this year include:
to sit down and discuss the most pressing issues in the contact • Agent/Consumer Profile Matching
center industry with other experts in the field. This is a unique • Emerging Markets
and popular opportunity to gain new perspectives and network • International Management
with professionals who have common interests. This year, • Data Mining and Resale – Is There a Future?
roundtable discussions will be even more interesting because • PCI
we’ve invited our speakers to host a roundtable as a follow-up for • Customer Engagement
a more interactive learning experience. • Analytics
Speed Networking • Social Media
• Global Compliance Issues
Last year, hundreds participated in the popular speed dating
• Chat Best Practices
for business leads sessions. Join in this fun and effective activity • SRO Accreditation Process
to make sure you leave this year’s convention with lots of new • KPIs
contacts and new business opportunities! This is not a time to • Vendor Management
be shy­—simply bring plenty of business cards and be prepared • Text and Wireless Compliance
to share friendly conversation and expertise with other contact • Home Agents
center professionals. • Benchmarking

Purchasing Power Panel
Jane Bulman, Executive Director, National
Telemarketing Services
Comcast
Scott Keller, President
TPG
Ms. Bulman and Mr. Keller lead a discussion with
panelists from other great companies like AMEX,
Bank of America, Aegon, and Home Service USA.
Meet a group with a collective buying power of
more than $1B. The people who make the choices
that impact your business the most explain
what teleservices buyers are looking for from
their vendors in this changing economy. Learn
what buyers want you to provide now that they
may have not required before. This impressive
team of panelists provides an honest look inside
their purchasing considerations. Find out how
decision making is changing in a complex world of
regulation, recession and reorganization.
Planning for Your Global Workforce: A
Comparison of English Skills Across Key
Countries
Mark Engelter, Head of Global Sales & Marketing
Pearson
Recruiting for the right level of language skills
needed to work in global businesses can be
challenging. Understanding what language skills
are available in key markets is necessary to inform
offshoring or outsourcing decisions and shape local
hiring expectations and practices.
Attendees discover HOW English levels differ across
regions and job type and WHY it is important for
HR to consider language proficiency differences
in positions that require minimum spoken English
skills. Pearson shares results from a study that
analyzed the distribution of language levels across
several key offshore markets. Study thresholds
local employers have set for spoken English, and
see examples of how global companies determine
acceptable language skills across regional sites.
Group E Sessions 3:40-4:30p
From Good to Great in 7 Steps
Tom Leidigh, CEO
Infinity Contact, Inc./VirtualBD Group
Study the 7-step approach used to evolve a
traditional phone-based contact center into a
provider of multiple contact-relevant tools and
services. Similar to Jim Collins book “Good to
Great,” this session highlights the steps taken to
enhance an organization to the great level:
a) Leveraging 20+ years of automotive experience
b) Developing a differentiated product
c) Expanding to any industry
d) Expanding to multiple contact platforms
e) Utilizing analytics to achieve superior ROI
f) Providing an exponential growth strategy
g) Evolving client relationships from transactional to
an integrated partner model
Discussion includes practical recommendations on
how to use secondary research and client insight to
inform product development and implementation,
create multiple industry partnerships, and fully
leverage the strength of each partner.
Benchmarking to Best in Class:
North Stars to Guide Your Center
Bruce Belfiore, CEO: Senior Research Executive,
Center for Customer Driven Quality
BenchmarkPortal
Benchmarking is about recognizing opportunities
for improvement, as well as understanding best-in-
class performance. Identifying metrics necessary
for success and benchmarking them to drive
profitability and/or budget maximization is the
lynchpin for moving call centers forward. The
session cites specific business cases supporting
customer satisfaction, revenue generation and
collections, and addresses innovative ways in
which leading-edge processes and technologies
are leveraged to provide superior results. The
integration of social media into contact center
operations and the role of the contact
center within the organization in
helping to set SM strategy is also
discussed. Attendees take away
specific ideas and solutions to
implement at their centers
to add to enterprise value,
calculate ROI of new
initiatives, and improve
performance metric by
metric, month by month.
ANNUAL
AWARDS
GALA
TUESday, March 15
6:30 - 8:30p
Attend the ATA Awards Dinner and Gala event to pay tribute
to award winners in the following categories:
• Vendor Excellence Award • Best of Show • Chapter Awards
• Pioneer Hall of Fame • International Teleservices Champion • Making A Difference Awards
• Technovation Award • Foundation Award • Golf Tournament Awards
 Call Centers CARE
Philanthropic
Event
Wednesday, March 16
9:00a – 1:00p
We’re working with an organization to coordinate a rewarding philanthropic
event to assist a local community in Phoenix, Arizona. Join other call center
professionals for a day of caring and camaraderie. We provide the food,
transportation and Call Centers CARE t-shirts. You provide your time and
hard work. In 2011, our Call Centers CARE activity will help participants give
back and support others in need. Please check our website for more specific
details, ata2011convention.org. We hope you will join us and show just how
much you CARE .

The 2011 ATA Convention & Expo is newer, bolder and offers valuable content.
See below for registration fees and discount information.

Registrant Early Bird Standard Special Offers:

Type Discount Registration Fee Early Registration Discount:
Before Feb. 6
Save $300 if paid registration is received
ATA Member $1095 $1395 by February 6, 2011.
ATA Platinum Member $895 $1195 Team or Group Discount:
ATA Chapter Board $895 $1095 Register two or more before
Member February 6 for early bird savings and an
additional $200 off each registration.
ARDA Member $1095 $1395 Register two or more paid registrants after
Non-Member $1595 $1895 February 6 and save $200 off the standard
registration fee for the second and each
One-day Attendee $995 $995 additional registrant. Does not apply to
Guest $295 $295 One-day or Guest Registrations. Contact
the ATA to take advantage of this offer.
American Teleservices Association
3815 River Crossing Parkway, Suite 20
Indianapolis, Indiana 46240

Register before February 6 and save $300!

www.ata2011convention.org 317.816.9336

Early Sponsors and Exhibitors

Relevate
(formerly Telematach)

CCT Marketing, LLC