Ask the Developer Lunch
Karolyn Abram, VP of Product & Services, Parature
Elaine Harvey, VP of Engineering, Parature
Tuesday, November 7, 2006, 1:00pm
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Here is your chance to ask the Parature Developers your questions. In this Q&A
Lunch session, you’ll have the floor to ask questions regarding the direction of the
product and more!
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Assembling and Leveraging a 360° View of Customers
Brett Schenker, Database Administrator, Forward
Together
Breakout Session 1, Monday, November 6, 2006, 2:30pm
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How can your organization utilize Parature 6 to understand who
your customers really are, what they value, what they want to do,
and how they prefer to interact with and be served by you? Find out
how Forward Together, a political action committee, is managing all
contact interactions and responses throughout the contact lifecycle
with Parature 6. In this session you will learn:
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- Best practices and tips for utilizing
Parature 6 as a comprehensive contact management solution to
organize, track and analyze all contact communications across your organization
- Methods for utilizing time and limit
sensitive alerts to improve transaction and communication efficiency
- How you can apply these processes to your
organization—whether you are a team of 1, 100 or
1,000
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Balancing the Trade-off Between Efficiency and Service
James Rianhard, Managing Director, Presidium Learning
Breakout Session 3, Monday, November 6, 2006, 3:30pm
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Low cost and high quality service are at opposite ends of the customer support
spectrum – finding the right balance is the holy grail for today’s support professionals,
and using a case-study format, this discussion will propose that it is time to reinvent
and re-imagine the entire support industry.
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Parature 5 Advanced Training
Karolyn Abram, VP of Product & Services, Parature
Deepti Khemani, Sr. Business Analyst, Parature
Zahra Safavian, Product Manager, Parature
Training Session 1, Tuesday, November 7, 2006, 2:00pm
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Designed specifically for the Parature 5 client, this three hour session will focus
on how to benefit from the most recent system enhancements, as well as best practices
for the day to day use of the system. This session will cover:
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- Reporting and custom views
- Field dependencies
- Workflow and rules
- Tips for connecting the modules
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Parature 6 Advanced Training
Solender Chea, Technical Consultant, Parature
Lina Murphy, Sr. Business Analyst, Parature
Matthew Tippets, Sr. Product Analyst, Parature
Training Session 2, Tuesday, November 7, 2006, 2:00pm
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Intended for Parature 6 power user, this three hour session will focus on the
advanced administrative level tasks found in Parature 6. This session will cover:
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- New feature details, as well tips and tricks
- Workflow and automation
- Advanced portal design and setup
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Parature 5 Highlights and Product Roadmap Overview
Karolyn Abram, VP of Product & Services, Parature
Elaine Harvey, VP of Engineering, Parature
Tuesday, November 7, 2006, 11:00am
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Come to find out what’s new in Parature 5. We’ll review the Parature 5 roadmap,
as well as take a sneak peek at the upcoming 5.8.5 release.
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Parature 6 Highlights and Product Roadmap Overview
Zahra Safavian, Product Manager, Parature
Matthew Tippets, Sr. Product Analyst, Parature
Tuesday, November 7, 2006, 11:00am
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Come to find out what’s new in Parature 6. We’ll review the latest features added to
Parature 6, and what’s to come in the 2007 roadmap.
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Supporting Customers the Parature Way
Ben Martin, Director of Support, Parature
Mark Barlet, QA Manager, Parature
Breakout Session 4, Monday, November 6, 2006, 3:30pm
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Discover how the Parature Support and Development teams use Parature software to provide
high-quality, personalized support to Parature clients. You will learn:
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- How the Parature Support Team has implemented Parature software to support clients
- Comprehensive end-to-end workflow to facilitate issues from submission to resolution
- How the Support and Development teams are planning to deploy parent-child tickets
in Parature 6
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Trend Watch: What are Leading Companies Doing in Support?
Client Panel, Monday, November 6, 2006, 11:30am
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- The Weather Channel
Michael Buckham-White, Manager, Customer Data and Systems
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K2
Network
Max Whitaker, Director of Service Operations
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Presidium Learning
Andrew Rosen, President & COO
- Moderator
Sheryl
Kingstone, Director, Customer Centric Strategies, Yankee Group
Join us for a fast-paced, interactive hour
of Q&A with our client panel to discuss some of today’s hottest
customer support trends, including self-service, customer feedback
management, combining service excellence with profitability, and
much more! You will also have the opportunity to pose your own
questions to the panel and receive expert advice from moderator
Sheryl Kingstone.
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Workshop: Build Your Own Support Portal
Alvin Wong, Sales Engineer, Parature
Tuesday, November 7, 2006 11:00am
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Not a Parature client? Attend this workshop, build your own support portal, and see how
easily Parature can work for you.
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Your Parature Portal – More Than Just Another Pretty Site
Solender Chea, Technical Consultant, Parature
Breakout Session 2, Monday, November 6, 2006, 2:30pm
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The Parature Portal can be the life preserver to your customers when they are washed
away by a sea of problems. However, a deflated and hidden life preserver does no one
any good. The same goes for a Parature Portal that is un-organized and not aesthetically
pleasing. The Parature Portal is a proven solution that lets customers find answers
24 hours a day, 7 days a week without waiting on hold or being told to call back during
regular business hours. Come see how others have implemented their Parature Portal to
reduce their workload and make their customers happier. The following topics will be
discussed:
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- Integrating the Parature portal with your company's primary website
- What portal authentication model best fits your company
- Presenting content in a way that allows customers to help themselves
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| Stay tuned
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| As ParaFest '06 approaches, we will be updating the content of this page,
so please check back regularly.
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