International
Customer Service
Association

Conference Schedule

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Sunday 9.19.10
2:00 – 4:00 2:00 – 8:00 6:00 – 8:00	ICSA Chapter Development Workshop Registration Opening Reception
Monday 9.20.10
8:00 - 4:30 8:00 – 10:15 10:15 – 10:30 10:30 – 11:45 12:00 – 2:00 2:00 – 3:15 3:15 – 3:30 3:30 – 4:45 6:00 – 10:00	Registration Continental Breakfast & Keynote: *Kelly Ritchie - Lands' End* Energy Break Concurrent Educational Sessions Lunch – Keynote: *Scott Broetzmann -Customer Care Measurement* Concurrent Educational Sessions Energy Break Concurrent Educational Sessions ICSA Gala Night (Food & Entertainment)
Tuesday 9.21.10
8:00 – 9:30 9:45 – 11:00 11:00 – 11:15 11:15 – 12:30 12:30 – 2:15 2:30 – 4:00 5:00 – 7:00 7:15 - 10:00	Continental Breakfast/Business Meeting & Keynote: *Nancy Porte - VOVICI* Concurrent Educational Sessions Energy Break Concurrent Educational Sessions Customer Service Awards Luncheon Concurrent Educational Session Cocktail & Hors d’ oeuvres Reception Featuring Chapter Information Tables Georgia Peach Crawl
Wednesday 9.22.10
8:30 – 9:30 9:45 – 11:00	Breakfast "Ask the Experts" Panel Discussion with *Kelly Ritchie, Nancy Porte & Scott Broetzmann* plus Door Prize Drawings