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2014 Case Studies

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

Session 101

How Maximizing Supervisor Effectiveness Helped Turn Sprint’s Business Around

Wednesday, 11:00 AM – 12:15 PM
Tequea Batson-Diaz, Scott Buchanan

In the mid-2000’s Sprint saw a steady decline in customer satisfaction rankings and by 2007 the decline had a significant impact on the business. The company embarked on an ambitious program to revamp customer service operations. Hear best practices that Sprint learned as they worked to make a step-change in supervisor engagement.. Discover how Sprint improved customer experience and operational efficiency through the use of advanced technologies and amplified supervisor engagement – and how you can do the same within your own organization.

Session 104

Customer-Inspired Excellence Through Speech Analytics

Wednesday, 11:00 AM – 12:15 PM
Dale Davis, Jennifer Richard

Maximizing customer satisfaction and increasing revenue while minimizing cost is a top corporate objective today. Learn how McKesson went about implementing speech analytics to achieve these goals, including the initial call studies it performed to generate quick wins. Hear details of the strategies, lessons learned and measurement techniques that helped deliver excellence across McKesson. You’ll gain invaluable insights and ideas you can put into practice in your own organization.

Session 201

Mentoring and Motivating a Multi-Generational Workforce

Wednesday, 2:30 PM – 3:45 PM
Jennifer Richard

The babies of the Baby Boomer generation are turning 50 with an eye toward moving out of the workforce. The Millennials are moving in with an entirely different focus and set of life experiences. Over the next 10-15 years, our teams will be a blend of both groups (and the Gen Xers in between). Join in the discussion to better understand who these groups of people are, what motivates them and how they can be managed collectively going forward. 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 202

"It's All About the Customer": Creating a Quality Program that Delivers Results!

Wednesday, 2:30 PM – 3:45 PM
Antonette Adams

Finding it difficult to develop a quality program that effectively serves both the customer and your business? Learn how Pearson, a global media and education company, is standardizing a customer-focused quality program across eight product lines. They will share best practices and lessons learned in creating a quality-focused support culture, and how they used quality monitoring ROI to gain executive sponsorship. Discover how by adopting an "everyone owns quality and customer satisfaction" practice – and marrying its customer-first philosophy and quality monitoring solution – they were able to reap the benefits of quality monitoring software while enhancing the performance of their agents and business.

Session 203

Walking in their Shoes: Symantec’s Journey to Service Excellence

Wednesday, 2:30 PM – 3:45 PM
Matt Miller

In 2013 Symantec's sales contact center analyzed the call experience from the customer's perspective, and the results were enlightening. They discovered that through various iterations of process improvement, the center had become a highly specialized and compartmentalized organization that created unnecessary transfers for customers and slowed down the sales process. Learn how they transformed their center into one that outpaces the market by differentiating the Symantec brand and delivering a simple, scalable and repeatable customer experience – all while reducing the cost of the contact center.

Session 303

Increase Customer Satisfaction Through Employee Engagement

Thursday, 11:00 AM – 12:15 PM
Mary Beth Jenkins, Heather Magaha

High-performance cultures boost morale, employee engagement, customer satisfaction and loyalty, and business results. Join Heather and Mary Beth as they share how Wells Fargo and UPMC Health Plan Call Centers engage their employees to drive path-breaking performance. You’ll get a first-hand glimpse into these executives’ perspectives on the responsibilities of leadership, the role of incentive programs, and whom to partner with internally in order to drive a successful culture – and leave with tangible strategies and tactics you can use to improve engagement in your own center.

Session 307

Virtual Assistant: A 24 Hour Employee That Provides Great Feedback

Thursday, 11:00 AM – 12:15 PM
William Davis

Are relatively simple customer issues still resulting in costly interactions with your contact center? Hear how Vanguard Investments deployed a Virtual Assistant on the web to help clients retrieve their user names or passwords – a task that previously often led to a phone call. Within days the number of calls dropped, leading them to seek additional opportunities to harness this technology within their center. You’ll gain valuable insights as they share the lessons learned during the implementation, and discover how embracing Virtual Assistant technology can be a critical weapon in call deflection for your company.

Session 404

How iContact Brought Social Media Support into the Call Center

Thursday, 2:30 PM – 3:45 PM
Jeremiah Methven, Sean Hawkins

If you’re looking to implement social media support into your contact center, this session will provide you with invaluable first hand insight into the creative ways iContact was able to overcome seemingly insurmountable obstacles. Skeptical of the value of social media support? You’ll hear specific examples of the efficacy of engaging with customers on social media, particularly from a support department perspective. The iContact methodology can be used as a general template for the implementation of social media support at any company – including yours!

Session 406

Managing Change Through Technology Implementations

Thursday, 2:30 PM – 3:45 PM
Dee Kohler, Sue Palmer, Tony Sideris

The biggest challenge in technology implementations comes from the need to change processes and behaviors in order to utilize the tool and realize its potential. This enlightening case study will describe how the guiding principle of 80% People and Process + 20% Technology resulted in a successful multi-site performance management tool implementation at CSAAIG. The team will share the lessons learned during the project, and describe the importance of a strong change management plan. If a technology implementation is in your future, you won’t want to miss this session!

Session 505

Change IS Good! Helping Your Team Adapt to Change

Thursday, 4:00 PM – 5:15 PM
Loide Cilardi

Change is one of the only certainties in a contact center, and your ability to effectively manage your team through it can impact retention, morale, customer satisfaction and more. This session provides an overview of the change curve to understand how people adapt to change. Learn tactics to manage people through the transition stage, where there can be a loss of productivity, employee engagement, and morale. Gain tools to understand and manage resistance, overcome objections and move towards acceptance.

Session 506

Simplifying the Agent Experience

Thursday, 4:00 PM – 5:15 PM
Steve Stockman

Is your agent experience overly complicated, requiring numerous screens and applications to handle even the simplest of calls? Come hear how Priceline.com set out to simplify the agent desktop while enabling them to manage a large library of interactions, process flows, and scripts effectively. Their selected solution provided additional organizational benefits such as integration with back-end systems and compliance enforcement. You’ll learn the benefits of creating process flows, call center scripts, and business rules that are instantly deployed to agents, monitored, and fine-tuned in real time in order to enhance the customer experience.

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”

Steve Wilson , Customer Service Supervisor, Grant & Weber

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