(Upcoming Event) 2015 Leadership Series LIVE: Best Practices in Managing Absence in Call Centers

DMEC Online EducationConferences & Education, Leadership Series

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*Registration to this Event is for Employers Only-Sorry no Suppliers or Vendors*

Customer service representatives handle customer complaints, process orders, and provide information about an organization’s products and services. According to the Bureau of Labor Statistics (BLS) there are approximately 2.5 million U.S. employees working customer contact centers or call centers. Although customer service representatives are employed in nearly every industry, many work in telephone call centers, credit and insurance agencies, banks, and retail stores.

Employment of customer service representatives is projected to grow 13 percent from 2012 to 2022, about as fast as the average for all occupations. The range of customer service representative job titles include “customer service representative,” “switchboard operator” or “telephone operator”. A customer contact center’s success is dependent on:  1) employees coming to work, 2) staying at work, 3) answering the phone or email, and 4) responding to “customer” inquiries in a timely manner.

Employers with customer service call center operations report high rates of absence and use of Family and Medical Leave Act (FMLA).

When:  Thursday, March 26, 2015


OMNI Mandalay Hotel (Meeting Room Rhapsody)

221 East Las Colinas Blvd.
Irving, TX 75039


  •   8:30 am to   9:30 am – Registration/Breakfast/Networking
  •   9:30 am to 11:00 am – Presentation
  • 11:00 am to 11:30 am – Questions/Wrap-up

Employer Panelists:

Sponsored by:  LIBERTY MUTUAL

Elizabeth Reed
Director of Human Resources,  Benefits, Comp & HRIS

Ingrid Blackwell, CPDM,  
Manager, Integrated Disability Mgmt Programs, Workforce Health
Pacific Gas and Electric Company
Moderator:  Terri Rhodes, MBA, CPDM, VP/Executive Director, DMEC

This session qualifies for 2 CPDM CE

Workshop Content:

This workshop will explore what employers are doing to reduce the impact of absence and identify contributing factors. We will hear from employers who have developed targeted leave management strategies for this group of employees.

  • Hear from Companies who will share the strategic elements of their absence management programs
  • Gain insight into the advantages and drawbacks of various approaches and what internal and external factors impacting absence in customer contact centers.
  • Connect and network peer-to-peer as you share your program’s strategies, challenges, successes, and failures.
  • Come away with new ideas.


The ideas, feedback, discussion, and strategies generated through this free workshop will be incorporated into a national study on Customer Contact Center Best Practices in Absence Management in August 2015, all participants will receive a complimentary copy of the information-packed Best Practices Customer Contact Center’s white paper, a valuable resource in helping you manage your call center workforce.

This session qualities for 2 CPDM CEUs

Register Today!

*Although participation is free, advanced registration is required.  (Workshop participation and parking are free and includes lunch).

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