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Best Practices Networking Breakfast Topics

Wednesday, May 23, 2017

Select a topic you’d like to explore – then enjoy breakfast and great conversation.
Note: Some tables have a 'team lead' to facilitate and guide conversations. Others are self-directed.

TABLE 1
Improving Agent Performance    
Team Lead: Jeff Toister, Toister Solutions

TABLE 2
Work At Home Best Practices
Team Lead: Vickie Friece, Meta Payment Systems, A Division of MetaBank

TABLE 3
Time Off and Service Level-The Ultimate Balancing Act
Team Lead: Todd Hixson, Cabelas

TABLE 4
Using Modern Technology for Business
Team Lead: Michelle Williams, Dorel Juvenile’s Consumer Care Dept

TABLE 5
Using Customer Surveys and QA to Improve Your Customer Experience
Team Lead: Jeremy Watkin, FCR

TABLE 6
Keeping an Amazing Startup Culture While Rolling out a Traditional WFM Model
Team Lead: David Perry, Clio

TABLE 7
Fraud in the Contact Center
Self-directed peer discussion

TABLE 8
The Role of Artificial Intelligence in Service    
Self-directed peer discussion

TABLE 9
Office Ergonomics
Self-directed peer discussion

TABLE 10
Employee Health & Wellness
Self-directed peer discussion

TABLE 11
Scorecards & Dashboards: Best Practices in Visualizing Key Performance Indicators
Self-directed peer discussion

TABLE 12
Evolving Contact Center Job Descriptions
Self-directed peer discussion

TABLE 13
Blending Service and Sales Skills
Self-directed peer discussion 

TABLE 14
Specialized Vs Universal Agent Groups: Is One Better?
Self-directed peer discussion

TABLE 15
Let's Celebrate! Ideas to Motivate, Inspire, and Recognize Your Workforce
Self-directed peer discussion

By attending as a group, we were able to attend different sessions during each block and share our notes in order to get the most out of the conference.

Evan Watson, Documentation Specialist, AICPA

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   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.