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Optimize Technology

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Approaches to select and implement contact center solutions that will optimize performance.


Session 104

Mobile Mini: Transforming Data into Decisions with a little help from a Cloud

Tuesday | 11:30 AM – 12:30 PM
Islander I
Patrick Russell, Jose Aguilera

For contact centers of all sizes with all levels of complexity, getting insight out of data can be complicated and tedious. The good news is, it doesn't have to be.

Now is the time to use cloud technology to gain an edge before your competition forces you to follow. Learn how Mobile Mini has transformed their operation by simplifying the process and improving the speed and granularity of insight they gain through data collected in the cloud. See how they have sculpted their performance by breaking down silos and expanding their approach to cross-skilling to achieve a superior customer experience. This session will examine one of the greatest benefits of the cloud and what practices Mobile Mini used to increase their efficiency and productivity with the power of data, analytics, and blending skills.

Session 204

Leveraging Real-Time Tools For Smarter REP Training

Tuesday | 1:45 PM – 2:45 PM
Islander I
Zoe Meinecke, Summer Estes

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
Islander I
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 404

Stopping Identify Fraud in the Contact Center

Tuesday | 4:15 PM – 5:15 PM
Islander I
Patrick Cox, Vijay Balasubramaniyan, Lori Bocklund

2016 was a record-breaking year for data breeches, and identity fraud has remained a top concern for contact centers in 2017. Customers want to know that their data is safe, but they also want their problems solved in a timely fashion. How can the contact center provide more efficient service without sacrificing security or quality? This session will explore practical ways customer service leaders can empower their agents to lead the way in preventing identity fraud.

Session 504

The Future Frontline: How AI, Cognitive and Chatbots Will Change Contact Centers Forever!

Wednesday | 1:45 PM – 2:45 PM
Islander I
Bob Furniss

Gartner projects that, by 2020, up to 85% of customer interactions will be managed without human involvement. There's no doubt it will change the way we "do" service across most industry verticals. In this session, we'll seek to separate fact from fiction and help clear the path for your contact center to take advantage of the possibilities of AI, cognitive thinking, and chatbots.

Session 604

Look at Clouds from Both Sides Now

Wednesday | 3:00 PM – 4:00 PM
Islander I
Lori Bocklund

If you are looking at cloud solutions and not sure if you see whimsical shapes or threatening storms, this is the session for you! There are multiple ways to go to the cloud and there is not one answer that fits every center: premise solutions, private cloud, and multitenant options abound. Lori Bocklund will share her wide-ranging market experience to help you determine what's right for you and give you vital insights for a successful evaluation and implementation.

“Great site tours and robust content in breakout sessions.”

Michael Tudor, Director of Call Center Operations, Central Security Group-Nationwide, Inc.

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   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.