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November 28 - 30, 2018
Sheraton Charlotte, Charlotte, NC

Main Day 2, November 30, 2018

8:00 am - 8:30 am Registration & Networking Breakfast

8:30 am - 8:45 am Chairperson’s Recap

8:50 am - 9:35 am CHANGE MANAGEMENT: A VIEWPOINT OF BOTH SIDES - ORGANIZATIONAL AND EMOTIONAL INTELLIGENCE (EQ)

Michelle Smith - MBA, Director, Research Administration Services Emory University
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Michelle Smith

MBA, Director, Research Administration Services
Emory University

9:35 am - 10:20 am CASE STUDY: UNIVERSITY OF SASKATCHEWAN ROAD TO IMPLEMENTING A STRATEGIC BUSINESS ADVISOR HR & FINANCE MODEL

Chantel Houle - Director, Relationship Management University of Saskatchewan
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Chantel Houle

Director, Relationship Management
University of Saskatchewan

10:20 am - 10:50 am Morning Networking Break & Demo Prize Drawing

10:50 am - 11:35 am YOUR PEOPLE ARE YOUR BEST ASSET: BUILDING AND SUSTAINING YOUR SHARED SERVICES TEAM

Heidi Tilghman - CAS Shared Services Director University of Washington
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Heidi Tilghman

CAS Shared Services Director
University of Washington

11:35 am - 12:20 pm Hitting The Sweet Spot With Process Redesign

Melissa Long Shuter - Executive Director of Business Operations University of Louisville
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Melissa Long Shuter

Executive Director of Business Operations
University of Louisville

12:20 pm - 1:05 pm CUSTOMER SERVICE EXCELLENCE---MAKE YOUR CUSTOMERS LOVE YOU BY ELEVATING THEIR EXPERIENCE WITHIN THE SSC

Jae-Anne Peace - ConnectionPoint Director University of Saskatchewan
Whitney Pugh - Executive Director of Budget & Planning Utah State University
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Jae-Anne Peace

ConnectionPoint Director
University of Saskatchewan

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Whitney Pugh

Executive Director of Budget & Planning
Utah State University

1:05 pm - 2:05 pm Networking Lunch & LEARN

MASTER CLASSES

MASTER CLASS A:

2:00 pm - 3:00 pm DRIVE SSO SUCCESS FROM DAY 1 WITH A COMPELLING AND DATA DRIVEN BUSINESS CASE

MASTER CLASS B: SERVICE INNOVATION – BUILDING & EMBEDDING A CULTURE OF CONTINUOUS IMPROVEMENT INTO THE DNA OF YOUR SS PROGRAM TO DRIVE SUSTAINABLE RESULTS

2:00 pm - 3:00 pm SERVICE INNOVATION – BUILDING & EMBEDDING A CULTURE OF CONTINUOUS IMPROVEMENT INTO THE DNA OF YOUR SS PROGRAM TO DRIVE SUSTAINABLE RESULTS

3:00 pm - 3:15 pm Afternoon Networking Break

3:15 pm - 4:00 pm COMMUNICATION—THE BREAD & BUTTER OF A SHARED SERVICES SUCCESS PRE & POST LAUNCH

BENCHMARKING BREAKOUT DISCUSSIONS

TABLE 1

4:00 pm - 4:30 pm HOW TO EFFECTIVELY MANAGE YOUR SSO MARKETING, PR & COMMUNICATION

TABLE 2

4:00 pm - 4:30 pm TURNAROUND TIMES: TRANSACTIONAL & CUSTOMER SERVICE DELIVERY

TABLE 3

4:00 pm - 4:30 pm EMPLOYEE ENGAGEMENT

4:30 pm - 5:00 pm FIRESIDE CHAT: HOW DIGITAL PLATFORMS AND TECHNOLOGY CAN OFFER ENHANCED CUSTOMER EXPERIENCE & DELIVERABLES, EFFICIENCY and REDUCE OPERATIONAL COSTS

5:00 pm - 5:00 pm End of Conference—See you Next Year!