Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.

Case Studies

Gain Invaluable New Techniques and Process Improvements from Industry Practitioners and Well-Known Organizations

Session 101

Knowledge Sharing: A Collaborative Method for Building Engagement

Tuesday, 11:30 AM – 12:30 PM
Location: Conference Hotel
Todd Hixson


In today's world of remote, globally dispersed, or highly specialized teams, it can be challenging to keep employees engaged and invested in actively contributing their thoughts, ideas, and concerns. These challenges can be overcome with the aid of the SEEK platform: share, educate, engage, and know. This session outlines how knowledge-sharing activities, such as podcasts, focus groups, e-feedback submission, and social media, can drive team spirit and engagement. Attendees will create individual takeaway plans to utilize in their own organizations.

Session 104

Using Interaction Analytics to Optimize the Customer Experience (Case Study) Track: Optimize Technology

Tuesday, 11:30 AM – 12:30 PM
Location: Conference Hotel
Mike Hull


Join Trade Global's Mike Hull and discover how his team used journey-based interaction analytics to optimize the customer experience. Learn how to uncover and solve repeat contact drivers and improve agent training and performance, along with tips on tracking, trending, and reporting on system, product, and process issues that impact customer experience and satisfaction.

Session 106

The Airbnb Approach to Training Analysis

Tuesday, 11:30 AM – 12:30 PM
Location: Conference Hotel
Grace Vaughey


The training world remains relatively static when it comes to the types of data it uses to power the decision-making process: employee surveys, test scores, training satisfaction. All "Small Data"―Big Data and learning technology are shockingly absent. In this session, Airbnb's Grace Vaughey will look at traditional views on training analysis and training success metrics, and discuss new ways to apply the introductory core principles of data science to learning organizations.

Session 204

Boost Performance with Real-Time Agent Assistance

Tuesday, 1:45 PM – 2:45 PM
Location: Conference Hotel
Kris Hopkins

In today's fast-paced service environments, delivering effective and timely coaching and assistance to frontline staff is critical for success. Attend this session to learn how leveraging real-time agent assistance tools enables you to deliver more effective training, answer questions more immediately, and facilitate real-time intervention to reduce call escalations and help prevent fraud.

Session 304

Routing with Robots: New Innovations in Service

Tuesday, 3:00 PM – 4:00 PM
Location: Conference Hotel
Greg Yarbrough


Do you find that your traditional, rules-based routing system limits your ability to improve the customer experience and drive business agility? USAA recognized this challenge and went to work on redefining and refactoring their traditional routing systems. Come to learn how they leveraged modern, analytics-based tooling, with an eye towards advanced capabilities in AI and machine learning innovations.

Session 306

Leverage Customer Segmentation to Improve the Service

Tuesday, 3:00 PM – 4:00 PM
Location: Conference Hotel
Charles Kamweru, Dan Davidson


The contact center at Eastern Municipal Water Department had two goals: eliminate unnecessary customer contacts and improve the customer experience. In this session, they'll share how they achieved these goals through a data-driven approach to better understanding and segmenting their customers. You'll learn how they developed personas, identified customer segments, and used journey maps to drive results.

Session 403

The #FreeToHelp Movement

Tuesday, 4:15 PM – 5:15 PM
Location: Conference Hotel


The #FreeToHelp movement engages frontline employees to "think and act like the owner," to make the same type of customer-centric choices business owners make. In this session, you'll discover how the most progressive and successful customer service organizations are using #FreeToHelp, and how you can adopt these practices to revolutionize your contact center's quality and boost agent engagement to record heights

Session 405

Using VOC Data to Turn the Tide at a Major Cable Provider

Tuesday, 4:15 PM – 5:15 PM
Location: Conference Hotel
John Goodman, Lynn Holgrem


Do you find that your contact center's Voice of the Customer (VOC) process consumes too many resources, provides limited value, and is ineffective at driving organization change? In this session, you'll learn how one organization re-evaluated and revamped its VOC approach to fix company processes, gain contact center resources, and deliver a better customer experience.

Session 505

Creating a Compelling Customer Service Strategy

Wednesday, 1:45 PM – 2:45 PM
Location: Conference Hotel
Florence Chang, Cindy Garrett, Dan Davidson


In this session, MultiCare Health System will share their journey to developing a customer experience strategy that enabled them to consistently deliver a positive experience. It was a daunting task that meant improving virtually every aspect of their business, but they accomplished it and saw substantial improvements. Come learn the six guiding principles and two key themes that made it all possible.

Session 601

Maximizing Contact Center Talent

Wednesday, 3:00 PM – 4:00 PM
Location: Conference Hotel
Amber Krueger

USbancorp Fund Services, LLC

Employee engagement and succession planning are key challenges in most contact centers. In this session, attendees will learn about US Bancorp Fund Services' journey as they implemented their leadership program. They'll share the lessons learned and challenges faced during their implementation, and attendees will leave the session with ideas for a contact center succession planning process, best practices for implementing a leadership program, and advice for what to do when an internal candidate isn't a good fit for a leadership position.

Session 605

UPMC Health Care Concierge Program: Personalized Customer Service

Wednesday, 3:00 PM – 4:00 PM
Location: Conference Hotel
Anne Palmerine


UPMC's well-established Health Care Concierge program is a key marketing and customer service differentiator. In this session, you'll gain insight into how the contact center plays as crucial role in the customer experience. Discover how UPMC has been able to increase customer satisfaction and employee engagement while delighting their customers, and find out how, by partnering representatives in the contact center with individual members throughout the customer lifecycle and across product lines, you can provide personalized service and be a customer advocate.

Session 606

Measure What Matters – How to Boost Agency Efficiency & Customer Satisfaction

Wednesday, 3:00 PM – 4:00 PM
Location: Conference Hotel
Sean Hawkins


Contact center leaders are under tremendous pressure to measure anything and everything, do more with less, and drive results. But what's the best way to use all that data to drive efficiency and engagement and improve customer satisfaction? During Sean Hawkins' 15+ years as an award-winning customer service leader, he's learned a few keys to metrics success. Attend this session to learn how Sean's approach to contact center metrics is driving tangible success for his team and customers. He'll share mistakes he's made, secrets he's learned, and practical advice that you can apply in your contact center.

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"

Liz Hansen, IT Technologist, Medtronic


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.