Changing Workforce and the Impact of Social Media in the Contact Center Date: 3/24/2010 Time: 8:30 a.m. (Central) Duration: 2.5 Hours Host: NorthShore University HealthSystem Learning Area: Leadership Development Description: Customers notice, appreciate, come back for, and tell their friends about your service associates. It’s their knowledge, skills and behaviors that makes all the difference in acquiring and retaining customers. So what could be more important? We’re excited to announce our first peer-networking collaboration at a Chicagoland Call Center kindly hosted by NorthShore University HealthSystem. Please join our breakfast discussion where we will share CHALLENGES & BEST PRACTICES specifically focused on your contact center workforce and (optionally) take a tour of the NorthShore Call Center. How are the generational differences impacting contact center hiring and training practices? How have the generational differences changed the way we manage today's contact center workforce? Looking forward, how will contact centers use social media as a methodology to motivate younger generations? Has generational gaps impacted your customer segmentation and customer expectations? If so, what best practices have been deployed to manage these differences? Check out www.youtube.com/user/NrthShrHlthSystm. Please bring a current article or book by a thought leader you have found useful in your workplace. To help start the conversation, below you can find complimentary book summaries for the two books that we have found insightful on trends with the changing workforce. Igniting Gen B and Gen V: The New Rules of Engagement for Boomers, Veterans, and Other Long-Termers on the Job (2007, Ahlrichs) - click here for 10 page summary Motivating the "What's In It For Me" Workforce: Manage Across the Generational Divide and Increase Profits (2007, Marston) - click here for 10 page summary At 10:30, Fran Horner has offered to provide an optional tour of NorthShore's call center. Look me up: Enter your email address to look up your membership and registration status: Signup Link: Click here to register Location: NorthShore University HealthSystem Learning Center Room 1 4901 Searle Parkway, Skokie, IL 60076 NorthShore's call center is located in downtown Skokie & was formerly housed Searle's & Pfizer's research center. Maximum Participants: 20 Registration Pricing: Member Discounted Fee: $0 Non-Member Fee: $100 FAQ Link: http://www.learningexecutive.com/faq.asp?id=9 Contact Info: Use the Signup Link on this page to register for this session. Any questions, you can contact our Registration Team at registrations@LearningExecutive.com Disclaimer: Active members will have priority registration status.

Fran Horner NorthShore Dina Vance Ulysses Learning

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