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About
the Contact Center Workshop
Key ingredients for a successful contact center operation include the
proper integration of people, processes and technology. LOMA’s Contact Center
Workshop is the best place to learn the latest trends and leave with real-world
solutions to improve your contact center operations. You’ll discover what your
peers are doing, and obtain ideas that will help you develop and implement
better strategies, improve processes, optimize resources and achieve your
goals.
*** Important Note: The Contact Center Workshop and Policyowner Service Seminar
meetings will take place immediately after the 2009 LOMA
Annual Conference at the same hotel location. The Contact Center Workshop and
Policyowner Service Seminar meetings have
traditionally run consecutively in the past and will be concurrent in 2009. Attendees will have the opportunity to move between sessions of the two events and there will be some joint
sessions as well. By holding the meetings concurrently, this will provide
greater value, benefits, advantages and enhanced venues.
Program
Wednesday, September 16, 2009
7:45 – 8:45 A.M.
Continental Breakfast and Registration
8:45 – 10:00 A.M.
Opening Comments and General Session
Employee Engagement for Greater Productivity: Strategies for Success in the Current Environment
Susan Henry, Senior Vice President, Jacobson Solutions
Employee engagement can be defined as an increased connection that an employee has for their job or organization. Engaged employees are more productive and by some accounts are twice as likely to be a top performer than less engaged peers. In this economic environment it is vitally important to keep morale and productivity high and an engaged workforce can be a significant factor towards to achieving these goals. So what does it mean to have an engaged workforce?
In this session, attendees will learn:
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What it means to have engaged staff
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The impact of challenging economic environment on employee engagement
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Productivity gains from an engaged workforce
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Engaging opportunities and how to capitalize on them
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Sustaining employee engagement
10:15 – 11:30 A.M. Interactive Discussion Session 1 (Select one)
1A: A Policy Saved is a Policy Earned: Conservation and Retention (POS)
Moderator: Faith E. Trapp, CLU, FLMI, Vice President, Insurance, Genpact
The process of selling and issuing a life insurance policy is a long and costly process. So why not put as much effort into keeping a policy in force as companies do to get a policy issued? In this session participants are encouraged to share their experience on when conservation efforts should be initiated, the steps taken, how long must a policy stay in force to be considered retained as well as the rewards given to employees for conserving the business.
1B: Can you hear me now? Call Monitoring and Coaching for Success (CC)
Ongoing success depends on more than a one-time event. True success requires the constant monitoring, training and coaching of your staff to build and maintain a successful contact center. At this session, attendees will discuss how using a contact monitoring program fits into their overall contact center strategy and share innovative ways of developing staff through various coaching and training methods. Attendees will also share insight into the technologies and techniques their organizations use to monitor and record phone calls and discover how they are being used in the coaching process.
1C: The Good, the Bad and the Unmanageable: Managing Difficult Employees While Rewarding Outstanding Performers (POS & CC)
While most employees may be considered good or better performers, much of a manager's time is spent with difficult or unmanageable staff. Gain insight on how to deal with problematic employees while keeping your stars motivated. Attendees in the session can share examples and will learn about ways to motivate for performance through non-monetary rewards, dispelling false rumors, promoting from within the department, and guiding staff members through changes in the organization.
1D: Tiered Service for Agents and Brokers (POS & CC)
Identifying the needs of agents and brokers and special incentives for high volume producers and agents is essential, as is retaining good brokers.
Privileges afforded to these valued producers can include such things as: availability of underwriters at the time of policy application and a dedicated toll-free telephone number for agents. In this session, learn about
providing greater assistance to high volume producers.
11:45 A.M. – 1:00 P.M. Lunch Provided for Conference Attendees
1:00 – 2:00 P.M. Two Concurrent Presentation Sessions
2A: Creating a Culture of Service Excellence (Policyowner Service Primary Focus)
Steve
Murphy, Senior Consultant, Robert E. Nolan Company
The trends in financial services are unmistakable: due to competitive pressures, it is becoming increasingly difficult for companies to differentiate themselves on product or price. For many financial services organizations, the new competitive advantage is differentiated customer service.
In this session, hear how successful insurance companies set the stage for success by developing and implementing strategies that segment service capabilities into four quadrants that map degree of competitive
advantage against degree of service differentiation.
Learn about:
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the key components of effective service center operations and an integrated service strategy for achieving service excellence
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Effectively segmenting customer expectations and service capabilities into economic value quadrants
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Prioritizing short term and long term achievable differentiations customized to unique markets
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Identifying enabling technologies for supporting the delivery of differentiated service and how to address any staff issues
2B: Data Analytics and Personal Insurance Review (Contact Center Primary Focus)
Ryan Mitcham, Director of Database Analytics, ACCENT
This session covers the benefits of using predictive analysis to drive customer loyalty. Attendees will learn how analyzing historical data such as the number of transactions, amounts of transactions, date of transactions, number of renewals, and length of membership/relationship can be used to:
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Acquire new customers
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Increase retention / loyalty
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Better understand your customer database
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Increase sales, profitability
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Improve cross-sell / up-sell success
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Identify risk
Additionally, we will discuss how the Retention Risk Model (RRM) can be applied to direct a company’s marketing investment to those customer segments with the highest lifetime value and greatest propensity to leave.
2:15 – 3:30 P.M. Interactive Discussion Session 2 (Select one)
3A: The Current Environment and 1035 Exchanges (POS)
In the tumultuous environment, exchanges may be on the increase as policyholders seek a move to a different carrier. Exchanges are not uncommon but can require a cumbersome set of process and practices to complete the exchange. Attendees in this session are encouraged to share recent experiences and administrative requirements for transferring policies to gain insight into this challenging process that is surrounded by complicated administrative and legal issues. What processes and documentation does your company require to ensure a smooth transfer to the gaining carrier? What steps can be taken to preserve the business once the exchange has been initiated?
3B: What Does Your Customer Think Of Your Service? (POS & CC)
Most companies seek to measure customer satisfaction. Or at least they should! At this workshop, attendees will discuss measuring customer satisfaction and the means by which they do this. Is it an internal activity or does your company use an outside vendor? Are the results actionable and if so what do you do with the results? Be prepared to share a perspective on how your company measures customers’ perceived levels of service and then strives to maintain their desired level of service.
3C: Customer Self Service - Online Solutions (POS)
Although the Internet has proven to be an effective way to conduct business, there are many lessons to be learned about how to use it in the most efficient manner. How are online tools impacting the way your company serves the policy holder and communicates with the people selling your products? Share ideas on how to use these tools more effectively, including improving your online service, online privacy issues, e-mail policies and methods of response to customer inquiries.
3D: Hiring, Staffing and Workforce Management (CC)
With high call center employee turnover rates, the hiring of employees who will stay with your organization is critical. Excellent phone skills no longer provide the complete definition of a successful CSR. Today’s reps need excellent written and verbal communication skills, advanced product knowledge and proficient computer skills. Come to this session to discuss employee selection tools that work. Discover the best interview questions to ask, and learn how to find, attract and, ultimately, hire the best reps.
3:45 – 5:00 P.M. Interactive Discussion Session 3 (Select one)
4A: Straight Though Processing, Electronic Application and Workflow and Imaging (POS)
Straight through processing or end-to-end processing is a means to enable faster turnaround time by automating the processes with electronic applications and use of workflow and imaging. Session attendees will discuss the use of electronic applications systems in place in their companies, and the benefits and challenges of implementing an electronic application as well as maintaining a workflow image center. Representatives of companies considering these solutions or who have implemented the solution are encouraged to attend to learn more about these solutions.
4B: Handling the Irate Caller and Complaint Resolution (CC)
Not all calls to a call center are routine. Some callers are rude, angry and difficult to deal with. Complaints from callers are also common and have to be dealt with by call center representatives. Attendees to this session will share their insights on how their organization handles the angry or difficult caller and their procedures for handling complaints.
4C: Staff Development and Training (POS & CC)
Training in insurance expertise and customer service skills are vital for individual success and the organization. Attendees in this session should be prepared to share training methods and programs that are most successful in their organization. Learn about orientation programs, technology training and the use of mentoring. Session participants will discuss motivational tools, performance appraisals and team-based performance standards employed in their company to fully develop their personnel.
Join us for an overview of LOMA’s new online courses that teach the foundations of insurance principles, products, and operations in an entirely new way.
4D: Home Based Agents and Telecommuting (CC)
With the proliferation of technology combined with the desire to retain a qualified staff, the practice referred to as telecommuting, home-based agents or simply working from home, is on the rise. Is it in fact a cost effective practice to increase productivity? Participants in this session should be prepared to discuss why and how telecommuting is employed in their organization. What are some of the technology challenges you are facing or have overcome to implement this initiative? Is it cost effective? Attendees will learn how other companies are succeeding with this practice while discovering the pitfalls to avoid.
5:30 – 6:30 P.M. Reception for all conference attendees.
Your guest is welcome to join you.
Thursday, September 17, 2009
7:45 – 8:30 A.M.
Continental Breakfast
8:30 – 9:30 A.M.
General
Session
Technology Trends for the Policyowner Services and the Contact Center: Everything You Wanted to
Know ... But Were Afraid to Ask
Chad Hersh, Principal, Insurance, Novarica
As consumers increasingly expect 24 x 7 service by phone or online, carriers often struggle with how to do this when their aging systems only provide service 21 x 6! This session provides a primer on what steps carriers are taking to meet the needs of an increasingly tech savvy client base, and what they will need to do to prepare for the next generation of customers that will soon be getting married, having children and thinking about their insurance needs. These soon-to-be-customers have grown up never knowing a world without the Internet, Amazon.com, cell phones, text messaging, and more. Learn what you need to do to better serve customers today--and tomorrow.
9:45 – 10:45 A.M.
Interactive Discussion Session 4 (Select one)
5A: Managing and Measuring the Metrics (CC)
Moderator: Steve Murphy, Senior Consultant, Robert E. Nolan Company
Few topics generate more controversy and differing views among contact center management than metrics. More and more financial services companies are measuring and managing the traditional measures that have dominated the performance measurement environment. In this session, discuss how your company measures and manages to the metrics. Are you blending traditional phone channel metrics with customer satisfaction and web-based metrics? Learn how to link center performance with company strategic initiatives in order to close the service gap and to leverage service differentiation as a competitive advantage.
5B: New Business Processing – Quality, Processes and Speed (POS)
Moderator: Faith E. Trapp, CLU, FLMI, Vice President, Insurance, Genpact
The best way to ensure your success is to stay current with new business issues. Discuss auditing processes, procedures, reporting and systems, as well as straight through processing. Also, gain insight on job re-engineering, organization and structure of new business and underwriting units and the latest developments on electronic applications, tele-underwriting and suitability. Be prepared to discuss technologies and methods employed in your company that may speed underwriting and issuance while lowering costs
5C: Responding to Policyowner Requests (POS)
Policyowner requests may be considered the primary focus of policy owner service areas in an insurance company. Expand your processing knowledge in a variety of areas. Learn who can request a change, how to correctly use forms instead of letters, how to capture signatures electronically and the ins and outs of e-mail processing. Attendees of this session will discuss collateral assignments, divorce procedures, Internet-based processing, and many other topics.
11:00 A.M – Noon
Interactive Discussion Session 5 (Select one)
6A: Improving Morale & Preventing Employee Burnout (CC & POS)
The stress often associated with a call center representative’s job can lead to low morale, burnout and, eventually, high turnover. Come to this session to share ideas on improving morale and preventing burnout through improving working conditions, establishing incentives and providing a career path for your reps. Learn how to prepare your staff for the new skills and performance standards expected in the contact center of today. Attendees should be prepared to discuss how to maintain morale during mergers and downsizing.
6B: Service Time Measurement and Managing to Standards (POS)
Measuring productivity and service turnaround times is the first step in managing to standards. How does your company measure productivity and why? What motivational techniques are used to obtain desired results? What steps have you taken to change a specific process to ultimately improve productivity? Discuss what transactions are measured, how often service times are reported and service time standards, as well as electronic versus manual tracking of service times and other related issues.
6C: Best Practices in Call Center Management (CC)
Best practices may be defined as those practices an organization strives for to achieve best results. Most successful call centers follow a certain set of practices that maximize productivity, customer loyalty and employee satisfaction. Attendees of this session should be prepared to discuss their call center’s best practices that optimize performance as well as employee and customer satisfaction.
Noon
Meeting Adjourned
Registration
Register by August 24, 2009
Member - $545
Non-Member - $815
LIMRA (non LOMA Member) - $680
Register after August 24, 2009
Member - $645
Non-Member - $915
LIMRA (non LOMA Member) - $780
Register
Online Now
Download the
Registration Form (PDF)
Refund Policy
All cancellations and refund requests must be received in writing. These requests carry a $75 U.S. administrative charge. Full refunds minus the administrative fee will be granted on written requests received no later than 3 business days before the meeting start date. No refunds will be granted if the request is received within 3 business days of the meeting. If for any reason a meeting is cancelled, LOMA will refund the total registration fee. However, LOMA will not be responsible for any travel, hotel accommodations or other costs incurred.
Moderators
Discount
Registration
discounts are available to attendees who serve as moderators for the interactive
sessions. For details, please email insops@loma.org.
Extra
discount for LOMA Annual Conference attendees
The Policyowner Service Seminar and Contact Center Workshop will take place immediately after the 2009 LOMA Annual Conference at the same hotel location. Individuals registered for LOMA’s Annual Conference are eligible for a $100 discount on registration for the Policyowner Service Seminar and Contact Center Workshop.
| Hotel
Information
Hyatt Regency Grand Cypress
1 Grand Cypress Boulevard
Orlando, FL 32836
Reservations: 1.800.233.1234 or 407.239.1234
Fax: 407.239.3800
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Discover one of Orlando’s most inviting escapes, Hyatt Regency Grand Cypress. The outstanding array of resort amenities filling our Lake Buena Vista Florida hotel creates an amazing retreat for families and business travelers, alike. Play
golf and tennis, swim, sail, go for a horseback ride, or treat yourself to a massage. Our expert chefs will dazzle you, whether you are dining in our many Lake Buena Vista hotel restaurants or attending a function. Take advantage of our ideal location adjacent to Disney World to explore area
attractions.
Mention LOMA Contact Center
Workshop to receive the group rate.
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Room
Rate: $159 single or double plus 12.5% tax (Deposit equal to the first
night’s room and tax is required 30 days prior to the group’s arrival
date.). Rate is available September 11 through September 21, 2009 based on availability.
Cut-off date: August 24, 2009. Check-in: 4:00 p.m.,
Check-out: 12:00 p.m.
Complimentary transportation will be available at the hotel for shuttle service to and from Walt Disney World, Universal and Sea World Orlando theme parks on an individual basis. |
For
More Information
Call 770-984-6446
Fax 770-984-6418
E-mail insops@loma.org
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