Industry colleagues convene at TBT Fall ’95: Multifaceted benefits cited

Industry colleagues convene at TBT Fall ’95: Multifaceted benefits cited

Telemarketing/call center management, executives and technology specialists from across the nation (and some very interesting international locations) flocked to Atlanta, Georgia from September 12th through 15th to learn, to buy and to network at the 21st Telemarketing and Business Telecommunications Exhibition and Conference (TBT(R), the FALL ’95 event).

An upbeat, progressive spirit prevailed among attendees who had come to this TBT(R) event eager to explore the opportunities of the call center revolution and learn how to put the power of CTI (computer-telephony integration) and telemarketing into their sales, marketing and customer service efforts.

Even before the exhibits opened, attendees began to reap educational benefits. The Tuesday Pre-Conference Clinics featured the broadest selection of in-depth, full-day clinics in the show’s history, addressing issues of concern to those new to the industry, right up to veterans ready to re-engineer their call centers.

Attendee Razz Corica, customer service manager with VSA Food Service (Denver, CO), felt that the clinic on Re-engineering the Call Center “provided a new perspective on leadership and motivation for managers in any inbound or outbound sales environment.” And David Cannady, regional vice president for CIGNA Dental Health (Plantation, FL), considered the Operations Expertise clinic “an enlightening experience…providing specific examples of operational improvements and how to accomplish them.”

Opening day of the conferences and exhibits got off to a spectacular start with one of the most memorable keynotes ever presented at TBT(R). Industry pioneer Steve Idelman, chairman of Idelman Telemarketing, Inc., galvanized a standing-room-only audience with his provocative address on The Growth, Maturity and Vision of Telemarketing: The Industry That Creates and Preserves Jobs in America. His panoramic view encompassed such key facts as: 50 percent of all U.S. jobs depend on telephone sales; telemarketing is now utilized by virtually all Fortune 500 companies; and telemarketing has evolved into a high-level career path.

Idelman capped his stirring performance with a laser light show to accompany his musical tribute to the industry, “There’s No Business Like Phone Business.” Four-time TBT(R) attendee Thomas Brinkman, VP of Overlook Communications, Inc. (Atlanta, GA), judged this keynote as “one of the show’s most meaningful keynote addresses, in keeping with the TBT(R) tradition of presenting the speakers most relevant to the industry.”

The second day’s keynote, Convergence or Collision? Tips for Merging Safely into the Multimedia Fast Lane, by Allen Rehert, strategic support vice president of AT&T Multimedia Products Group, provided attendees with essential facts regarding the impact of multimedia technology on the call center, including CTI, video and speech recognition. The near-capacity crowd came away with a solid foundation of learning about the future and buying the right technologies for it that served them well throughout the remainder of the event.

Call center technology was front and center throughout a show that featured numerous exhibits and expanded conference coverage. For the first time, a complete track on “CTI for Management” was offered. Seminars documented the proven benefits of implementing computer-telephony integration–faster response time, enhanced customer service and better information. Authorities presented case studies detailing the productivity improvements that enable CTI to achieve extraordinarily rapid return on investment.

Attendee Eric Willenbrink, systems engineer with EDS (Norcross, GA), came to explore the latest concepts in technology, including CTI and Windows-based software applications. “Visiting TBT(R) gives me the ability to meet and communicate with the industry’s key providers and see what they’re offering,” he noted.

Breakthrough techniques in database marketing, proven strategies for human resource and sales development as well as the benefits of outsourcing inbound and outbound telemarketing to service agencies were covered in detail in the seminars.

Prominent exhibits included CTI solutions providers, inbound technology specialists, predictive dialers, software, economic development specialists from a variety of areas, ergonomic furniture suppliers, the latest headset designs, call center support services, logging/recording equipment, electronic payment services, service agencies and much more.

Networking opportunities abounded, with a sumptuous complimentary lunch provided both days of the exhibit hall sponsored by Idelman Telemarketing, a reception in the exhibit hall courtesy of APAC, and what has developed into the industry’s #1 networking event, TELEMANIA](TM), hosted by Lexi International.

Sebastian Drakalavich, manager of Royal Caribbean Cruises, Ltd. (Miami, FL), summed it up best: “We’re often the lone tadpole in the pond. The chance to interact with other key people in the industry is far more valuable than anything else.”

TBT(R) SPRING ’96 To Offer Variety Of New Programs

The spirit established at the FALL TBT(R) show sets the stage for TBT(R) SPRING ’96, which will be held May 20-23 at the Long Beach Convention Center in Long Beach, CA.

It will feature a new Call Center/CTI Learning Center, a special working demo by MCI that will present state-of-the-art equipment and techniques.

In addition, there will be increased educational opportunities, including: a special Executive Track featuring seminars geared to top-level management; enhanced coverage of human resources with advanced sessions on hiring, training and motivation; visionary marketing with a focus on the Internet/electronic commerce; list selection/database management; customer retention offering proven programs to build customer loyalty; sales management; plus an expanded selection of seminars on call center technology.

Attendees can also take advantage of new Product & Service Briefings informative, free presentations by top suppliers which will take place right on the exhibit floor.

Full details on the exhibits and the complete conference program for TBT(R) SPRING ’96 will appear in subsequent issues of Telemarketing(R). If you wish immediate information, contact us at 800-243-6002 or 203-852-6800 or fax us at 203-853-2845.

Copyright Technology Marketing Corporation Nov 1995

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