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Case Studies

Learn how these top organizations have succeeded in implementing new strategies within their contact centers.

Session Pre-7

Positioning Call Center Leaders for Success in a Sea of Change

Monday, 1:30 PM – 5:00 PM
Tim Montgomery, Lorianne Feltz

The contact center is a real-time environment of continuous change that requires daily adjustments to plans, people and processes. Unfortunately, many leaders focus only on today’s chaos and finding a one-time resolution; but successful leaders view themselves as “change agents,” providing a broad and successful perspective to continual adjustment and improvement. Hear how Lorianne Feltz discovered powerful ways to navigate change and become a successful leader who is ready for anything! **This session was presented with the same speakers in 2012 and is in the top 10 in all time attendance. Both speakers were rated very high and was described by many as one of the best sessions of the conference

Session 102

One Size Does Not Fit All: QM Out of the Box

Tuesday, 11:30 AM – 12:30 PM
Annie Woo

This thought-provoking session will describe Mindbody’s unconventional approach to quality monitoring. Despite years of using best practices for reporting and QM, turnover was still high and the metrics used were continuously outdated. They discovered that agents needed to be trusted to do what's right in every interaction – and that traditional QM was in the direct opposition of trust. Their new process is a paradigm shift away from traditional QM that improves culture and morale, reduces turnover, and provides clarity in how customer service actually drives loyalty. Come hear how their unique solution to QM has reduced turnover to 12% and earned Mindbody regular “Best Place to Work” ranking.

Session 104

Venturing to the Cloud at Columbia Sportswear

Tuesday, 11:30 AM – 12:30 PM
Kristina Coker

Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear. In support of this mission, they recently leveraged the cloud for a new contact center system that allows them to support a wider range of communication channels, scale to satisfy seasonal call volumes, be more resilient to outages, and gain easy access to live call statistics. If you’re considering a move to the cloud, join us as they share the challenges and lessons learned during their journey, as well as the benefits and competitive advantage they’ve achieved as a result.

Session 202

Deriving Measurable ROI and Impact from your VOC Data and Tools

Tuesday, 1:45 PM – 2:45 PM
John Goodman, Tara Odell

There are a multitude of tools available to collect and interpret “voice of the customer” data. How much of this is hype and what produces real value? Where should you spend the most time and resources? This informative session will provide a roadmap for assessing your VOC and quality measurement processes, and help determine the optimal balance of investment in technology vs. analytical expertise.  Discover how Phonak uses data from multiple tools and sources to impact customers at four levels – at the individual rep transaction, the team, call center strategy, and by identifying opportunities and proactively communicate with customers.

Session 204

From Common to Intelligent: Keys to “New” Self Service

Tuesday, 1:45 PM – 2:45 PM
Lance R. Christmann, Stephen Williams

The goal of most support organizations is to improve customer experience while reducing costs. To address these concerns, organizations implement customer self-service capabilities wherever possible. Companies that are able to add multiple self-service channels, including SMS, can take advantage of advanced and sophisticated automation, but most companies can’t even change the prompt in their basic phone menu! How do you move from basic phone trees into great automation and amazing self-service?  Come learn how the DC.gov Office of Unified Communications made the journey from a common to an intelligent system that resulted in fewer calls and increased customer engagement.

Session 302

Striving for Progress – Not Perfection: 10 Actions to Dramatically Move the Needle on Performance

Tuesday, 3:00 PM – 4:00 PM
Cindy Garrett, Carolyn Sarb, Agnes Barard

If you want to improve performance in your contact center but feel overwhelmed by the task, this session is for you! Learn how to put together an actionable plan that can achieve dramatic results. We’ll highlight 10 key areas that San Antonio Water Services focused on in their 30/60/90 plan to significantly transform their performance and achieve dramatic improvements in service level, schedule adherence, ASA, abandonment rate and hold time. You’ll leave with insights on best practices and lessons learned, as well as a structured approach you can utilize to make tangible progress in your own contact center.

Session 304

Multi-Channel to Omni-Channel - How to Make 8+ Channels Feel Like ONE!

Tuesday, 3:00 PM – 4:00 PM
Bob Furniss, Josh Jandrain

While the industry has put a lot of focus on adding new channels (multi-channel support), today’s customer is more focused on receiving the same level of support across all channels (omni-channel support). Hear how companies like Berkshire Hathaway Travel Protection are raising the bar on customer expectations. In this enlightening session you’ll learn how to prioritize channels that fit your specific company profile, plan for the impact of each one, and understand the key role knowledge plays. Discover BHTP's real-life challenges of providing strong omni-channel support and how their learnings and success can impact your organization.

Session 402

Evaluating Non-Voice Conversations: A Quality Monitoring Case Study for the New Age of Customer Interactions

Tuesday, 4:15 PM – 5:15 PM
Lauren Mott, Ryan Newhouse, Michael Castillo

Are you optimizing your quality culture across your multi-channel contact center? Are you consistently measuring agent conversations with customers in Email, Live Chat and Social Media? This practical case study featuring Bright House Networks will provide the framework for applying quality monitoring behaviors that can carry over from voice interactions to your non-traditional customer conversations. You will learn the strategy and tactics for implementing a quality culture that can encompass all of your two-way customer communication touch points. Plus, learn about the science of communication and how to create real dialogue with your customers.

Session 502

Evaluating Non-Voice Conversations: A Quality Monitoring Case Study for the New Age of Customer Interactions

Wednesday, 1:45 PM – 2:45 PM
Lauren Mott, Ryan Newhouse, Michael Castillo

Are you optimizing your quality culture across your multi-channel contact center? Are you consistently measuring agent conversations with customers in Email, Live Chat and Social Media? This practical case study featuring Bright House Networks will provide the framework for applying quality monitoring behaviors that can carry over from voice interactions to your non-traditional customer conversations. You will learn the strategy and tactics for implementing a quality culture that can encompass all of your two-way customer communication touch points. Plus, learn about the science of communication and how to create real dialogue with your customers.

Session 601

Managing Millennials: Mentoring and Motivating the Next Generation of the Workforce

Wednesday, 3:00 PM – 4:00 PM
Jennifer Richard

They’re here….and whether you like it or not, Millennials are beginning to outnumber Gen X and Boomers in the workplace.  In order for your contact center to be successful, you will need to open your mind to a new, different and potentially uncomfortable way (at first) of managing your team. Join the discussion on how to understand this growing workforce presence and more importantly, how to capitalize on their unique strengths. One size does not fit all, and contact center leaders need to prepare for a new way of driving employee engagement and business results.

Session 604

How Southern Company Turned Their Automated Phone System into a Hero of the Organization

Wednesday, 3:00 PM – 4:00 PM
Mark Camack, Wesley Higgins

IVR may not be a sexy subject, but most centers have one – and most are victims of benign neglect! In this session, Southern Company will share details of their successful IVR improvement project, which provided proven ROI from dramatic increases in self-service containment. The case study will demonstrate easy-to-grasp, best-in-class design principles that result in IVR system menus that callers are more likely to use – and that CFOs and CIOs embrace, since performance improvements and savings are driven directly to the bottom line. Be inspired to bring your IVR from good to great! 

"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

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