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2013 Case Studies

Case studies are a great way to learn how top organizations have succeeded in implementing new strategies within their contact centers.
Below are case studies presented at the 2013 Call Center Demo & Conference.

Session 103

How Bright House Networks Provides Standard-Setting Social Customer Care – and You Can, Too!

Tuesday, 11:00 AM – 12:15 PM
Brian Weber, Eric Swayne

In 2011, Bright House Networks – a company that provides support to 2.4 million customers via the phone, email and live chat – launched social service. The benefits were unexpected: lead generation, intelligence for new products, and an early warning system for product or service issues. How did they do it? This case study will address how to identify the right agents, plan for staffing needs, develop agent scorecards, what KPIs to use for benchmarking, and what to look for in a social media aggregator. You’ll leave this session with a structured implementation strategy and check list to launch your own social media support implementation.

Session 104

Innovation from Award-Winning Contact Centers

Tuesday, 11:00 AM – 12:15 PM
Justin Robbins , Sean Hawkins, Josh Chapman, George Larribas, Rosetta Carrington Lue

In this enlightening panel discussion you’ll hear how best-in-class contact centers – finalists from ICMI’s 2013 Global Call Center Awards– are effectively using innovation to drive business results and bring their service to new levels. They will introduce you to new uses for technology, unusual ways of handling common challenges, and creative tools and processes that increase agent and customer engagement. Contact centers of all sizes are sure to find insights and inspiration from this interactive session.

Session 202

Moving from Firefighting to Control at Alfa Insurance

Tuesday, 2:15 PM – 3:30 PM
Susan Adcock, John Goodman

All too often, managers misallocate resources based on several false assumptions − leading to a chaotic, reactive, “firefighting” approach to service. This compelling session will describe a six-step process for creating a customer experience strategy, and introduce a framework for moving from firefighting to a preventative approach to service. Hear how Alfa Insurance has eliminated unnecessary calls and escalations via mobile and customer interface technologies, empowered reps with access to information, and a voice of the customer analytical process. Discover how technology, proactive education, and empowerment can increase first call resolution, employee satisfaction and retention in your center.

Session 204

Putting Insights into Action − Realizing the ROI from Speech and Text Analytics

Tuesday, 2:15 PM – 3:30 PM
Lori Bocklund, Victor Janey, Amas Tenumah, Stephanie Claycomb

The benefits of speech and text analytics have been hyped for years, but does the reality live up to the promise? Getting the funding and support necessary can be difficult, and the truth is that many of those who have made the investment struggle to realize its full potential. In this panel you’ll hear from who have successfully implemented these technologies and are using them to drive tangible business value. Find out how they got funding, lessons learned through the implementation process, and how these technologies are being used to move their organizations to a new level of service.

Session 302

Successfully Integrating the Chat Channel into Your Organization

Tuesday, 3:45 PM – 5:00 PM
Victor Janey

Thinking about adding chat to the list of channels you serve, but not sure where to start? This enlightening case study will walk you through General Dynamic’s journey to chat service excellence. From strategic planning considerations, to WFM integration, to getting and training the right agents, you’ll gain insights into the best practices in servicing the chat channel. You’ll also hear how they are using text analytics and focus groups to ensure continuous service improvements that will and allow them to take the channel to the next level!

Session 402

Rethinking QA: Transforming Your Organization through Customer Experience Quality Monitoring

Wednesday, 11:00 AM – 12:15 PM
Lauren Mott, Ted Nardin, James Keaten

How do you transform agents into personable, spontaneous, and professional representatives? Through collaboration and enterprise-wide support, Bright House Networks discovered a unique, challenging, and successful way of answering this question by adopting a dialogue approach to quality assessment with their internal and external customers. Discover the details of their innovative program, including the motivation for change, the process of implementation, and the inherent challenges for training, measuring, and coaching. Learn about the renovation of a key customer experience metric which resulted in dramatic changes to not only their quality monitoring program, but also their culture.

Session 501

Overcoming the Challenges of an At-Home Workforce

Wednesday, 2:15 PM – 3:30 PM
Scott Murphy

By now, most centers have incorporated virtual workers into their operation in some way − whether as a significant staffing strategy, or simply to handle overflow call volume. And yet, although the benefits are great, there are challenges to maintaining a successful home agent program − most notably, in the areas of training, ongoing communication and employee engagement. Join Scott Murphy, an early adopter of a home agent model, as he shares proven strategies and lessons learned from his experience managing a successful work-at-home program.

Session 502

Maximizing Efficiency through Extreme Workforce Optimization

Wednesday, 2:15 PM – 3:30 PM
Todd Hixson

Are your WFM and operational teams often at odds? In this straightforward presentation, you will see how optimization not only benefits customers, but how balanced optimization increases opportunities for agent development and off-line activities utilizing schedules in a higher level of efficiency. Learn about “extreme” optimization techniques, and glean tips for agents and coaches on how to make their days more productive while alleviating stress. You will walk away with a toolkit that promotes cross-functional collaboration and instills understanding beyond “because your mother said so.”

Session 504

IVR Improvements: From Low-Hanging Fruit to Big Time ROI!

Wednesday, 2:15 PM – 3:30 PM
Robert Growcock, Mark Camack and Peter Brandt

There may be no “magic menu” for IVR design, but by utilizing proven practices to build a high performing IVR, you can optimize system performance metrics and simultaneously increase caller satisfaction. In this case study, you’ll hear insights from JEA's IVR improvement journey. Less than two years after applying best-in-class menu design principles, their new IVR is setting records at JEA for call containment, with no adverse impact on operations or caller satisfaction. This session will demonstrate successful design principles in action, and describe how best-in-class systems get that way.

"Networking with other small bank call centers was outstanding for sharing best practices."

Elaine Anderson, Call Center Operations Manager, City National Bank of Oklahoma