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Optimize Technology

Choose a Conference Track:

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


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 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 404

Stopping Identify Fraud in the Contact Center

Tuesday | 4:15 PM – 5:15 PM
Location: Conference Hotel
Art Schoeller, Patrick Cox

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
Location: Conference Hotel
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
Location: Conference Hotel
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.

"I learned a lot - great topics and information available."

Mary Morris, Project Manager, Green Mountain Power

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   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.