Tuesday, September 21, 2010
All sessions in Track 3 will be held in Petrus 2 and an All Access Pass is required to attend – register for one now!

Best Practices in Teleservices
1:30 p.m. - 2:30 p.m.
Moderator: Scott Richards - Dial 800
Speakers: Tom Davis - USA 800, Matt Fisher - LiveOps, Doug Kline - West Direct, Scott Swanson - Synergixx

Part 1: Winning Ways to Optimize Your Teleservices Efforts
Today’s call centers are sophisticated business partners—it’s about far more than picking up the phone and processing an order. Whether through emerging technologies, cost-savings efforts (e.g., IVR, off-shore reps), script-writing and revision or third-party revenues—today’s marketer has numerous telemarketing tools at its disposal. Learn from the experts how to best utilize your complete call center tool kit.

Part 2: Understanding Inbound Metrics
If you don't understand how to properly manage and analyze inbound data and metrics, you're leaving money on the table—and in a big way. Learn the secrets that only seasoned veterans know—what’s a unique ANI and how to measure it; ANI conversions versus total call volume conversion; what are the crucial differences between IVR, IVR speech recognition, live scripted and live sales agent inbound services. Equally important, you need to understand the economic thresholds which determine when to leverage each of these tools properly, as well as conversion benchmarks for commonly used offers, upsells and cross-sells.

See Richards' blog post about this session!

Opposing Forces
2:45 p.m. - 3:45 p.m.
Moderator: Tim Hawthorne - Hawthorne Direct
Speakers: Brendan Condon - REVShare, Steven Daerr - Sylmark Group, Christine Georgakakis - TV Guide Network, Peggy Gobel - Cannella Response Television, Fern Lee - Factor Nutrition Labs, Kevin Lyons - Opportunity Media

It’s obvious: an advertiser wants to acquire media at the lowest rate. A station wants to sell media at the highest rate. And right in between is the agency, rep firm or broker who is motivated—on one hand—to negotiate the lowest rate to keep their clients happy and maintain their goals. But on the other hand, they are compensated by their media billings, and if they don’t buy the media, they don’t get the billings from which commissions are based. Couple that with the fact that if an agency buys media at a higher rate, it’s self-serving in that the likelihood it clears and isn’t outbid or pre-empted is greater. And since the commission is a percentage of the price, the higher the price, the higher the commission. How is this scenario properly managed? Hear from each party and find out.

Rapidfire: 25 Techniques to Drive Backend Profits
4:00 p.m. - 5:00 p.m.
Speakers: Paul Boisvert - Yahoo Merchant Solutions, Marc Haskelson - Arniso, Inc., Tony Sziklai - Moulton Logistics Management

When you are trying to drive profits, you can either improve your marketing to reduce your cost per call or the cost of your Internet traffic, or you can improve your backend processes, such as conversion rates, up-sells, continuity and all of the other downstream operations. Think about it: improving upsell and backend revenues by 20 percent is equivalent to improving your media ratio by 20 percent. In this fast-paced session you'll learn 25 ideas to enhance conversion and backend profits to make new campaigns profitable—and to breathe new life into existing campaigns.

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