Zendesk is excited to bring you the 2012 Customer Service Hero Tour - a FREE event!

Join us along best-selling customer service author, Micah Solomon, for a jam-packed day of learning and networking with fellow customer support and help desk heroes.

You have the option to either:

• Attend the morning sessions and lunch (8:30am to 1:30pm)
• Attend lunch and the afternoon product training (12:10pm to 4:30pm)
• Attend the morning sessions, lunch, AND afternoon product training (8:30am to 4:30pm) 

Everybody is welcome to the Networking Mixer beginning at 4:30pm!

AGENDA
8:30am to 9:00am - Registration & Power Breakfast

9:00am to 9:25am – Introduction with J.D. Peterson 
"The Transformation of Customer Service:  From Zero To Hero"
The customer service industry is in the midst of a revolution. Zendesk's VP of Product Marketing J.D. Peterson will share with us the inside  secrets of some the most well loved brands  - how they deliver exceptional customer service - and what it means to truly be a “Customer Service Hero” - a transformation that customers and organization can benefit from today.

9:25am to 10:10am – Keynote with Micah Solomon
"Meet The Author: High-Tech, High-Touch Customer Service"
Best selling author Micah Solomon will join us to share his strategies on ways to deliver exceptional high-touch customer service in a demanding world of social commerce where Twitter, smartphones and self-service kiosks are driving customer service interactions.

10:10am to 10:45am – Benchmarking with Sam Boonin
"The Secret Formula for Customer Satisfaction"
How do we know if our customer service efforts are working? The answer lies in the data from every customer interaction. Now you can compare your efforts with the 20,000+ other companies that use Zendesk. Our VP of Product Engagement Sam Boonin will teach you the tools and tips to improve your own customer engagement.

10:45am to 11:05am - Morning Break

11:05am to 11:35am – Product Session with J.D. Peterson
"The New Face of Customer Service"
Customer service just got simple and more beautiful. In this session, J.D. Peterson, V.P. of Product Marketing will give us the behind the scenes glimpse of the recent major transformation of Zendesk - the leading SaaS customer service solution. We'll geek out with him as he lifts the hood on the product and shares with us the reasons why we made the big change, as well as all the key benefits - including features that you can't live without.

11:35am to 12:15pm - Support Session and Q&A with Pam Dodrill
"How Zendesk Does Support"
Over nine departments at Zendesk use Zendesk on a daily basis, but the team that uses it the most is, of course, customer support. Senior Director of Customer Support Pam Dodrill will walk you through how she runs the support team, how productivity is measured, and where she wants to take the team as we grow.

12:15pm to 1:30pm – Customer Service Super Heroes UNITE!
Join us after an exhilarating morning of learning for a delicious networking lunch!

1:30 to 4:30 - Training with Stafford Vaughan
"Zendesk Product Training"
Bringing the popular European training tour to NYC, top Zendesk trainer and author of the upcoming book on Zendesk Stafford Vaughan will be delivering a training on the most popular features of the product! This 3-hour training session includes a brief introduction to Zendesk and coverage of best practices, as well as topics such as agent efficiency (with macros, views and placeholders), security, user management, building a business process (with triggers and automations), and how to use Forums to best support your customers. We'll also be covering the brand new Lotus interface and answering questions about how to get the most out of Zendesk. This training is suitable for all levels of Zendesk users.

4:30 to 6:30 - Networking Mixer

Don’t miss this opportunity to come hear from the best in customer service - REGISTER NOW as space is limited!

Location:
404 NYC
404 10th Ave (South East corner of 33rd St.)
New York, NY, 10001