Choose a Conference Track:
As customer touch points increase, the contact center is quickly becoming the epicenter for how customers perceive their interaction with your company. This newly created track address the challenges, successes and roadmaps needed to improve your customers' experience.
Building One of the World's Best Customer Experiences (from Scratch)
Tuesday | 11:30 AM – 12:30 PM
Creating a world-class customer experience from scratch may seem daunting, but building the gold standard of luxury customer service in less than 6 months can be accomplished! Find out how one organization beat out well known service brands such as Zappos, Amazon, L.L. Bean, J.Crew by their second month in business. You'll gain insight into how their intense customer focus impacted culture, talent, technology, process management, and reporting resulted in the #1 customer experience in the world.
Essential Guide to Delivering Next Generation Customer Service Experiences
Tuesday | 2:00 PM – 3:00 PM
Jeffrey Wartgow, Robinson O'Brien-Bours
The growth of engagement channels such as messaging applications, peer review sites, and social media continues to have a dramatic impact on customer service. How can you harness the power of these social, mobile, and IoT innovations to become knowledge-driven customer experience leaders? This enlightening session will provide a modern service survival guide that outlines how customer service is evolving, and the steps your organization needs to take to deliver these next-generation customer service experiences. Hear real-life examples of the social- and IoT-enabled service strategies that FreedomPop has successfully put in place to become customer service heroes.
Building an Award Winning Customer Experience
Tuesday | 3:15 PM – 4:15 PM
Have you ever wondered what it takes to build and maintain an award winning contact center? Are you striving for success and recognition for the work you do? Do you have powerful customer insight and feedback for the rest of your business, but struggle to find the best way to share it? Having won 10 contact center and customer experience awards across 4 separate competitions in the last year, MOO will share their secrets and best practices across omnichannel, hiring, customer feedback and quality improvement, and how they have shaped the customer experience.
Complicated Modern Relationships—Your Brand Identity and Customer Support
Tuesday | 4:30 PM – 5:30 PM
Sarah Stealey Reed
Like many modern relationships, the marriage between brand identity and customer support is complicated. It's likely that your company takes great pains with brand consistency, but unfortunately, that same care is rarely put into a brand's customer support voice. A hip non-profit appears rote and cold through email or a startup tech company sounds unnecessarily formal over the phone.
The relationship between customer support and the brand is a symbiotic one. It builds trust, eases tension, eliminates blame, encourages interaction, and instills loyalty. (It's the marriage we all want!) In this session, we'll look at how and why it's important for agents, advocates, and self-service to consistently represent the brand—to share a brand identity. Through Sarah's experience managing contact centers for 18 years, and her time as an editor and researcher, she'll share candid stories and provide takeaways to strengthen your brand-support relationship.
UPMC Health Care Concierge Program – Personalized Customer Service
Wednesday | 1:30 PM – 2:30 PM
UPMC's well-established Health Care Concierge program starts at the top with the CEO and filters throughout the organization. It's become UPMC's key differentiator in their marketing and customer service. In this session, you'll gain insight into how the contact center plays as crucial role in the customer experience. Find out how by partnering representatives in the contact center with individual members throughout the customer life cycle and across product lines, you can provide personalized service and act as their advocate. Discover how UPMC has been able to increase customer satisfaction and employee engagement while delighting their customers.
Unleash Your Customer Experience
Wednesday | 2:45 PM – 3:45 PM
Angelo Arezzi, Thomas Farrell
Customer expectations for their interactions with your contact center have never been higher—and only continue to grow. This session will reveal how 2016 ICMI Global Contact Center Awards finalist Web.com applied a three-pronged approach to employee engagement, technology, and training to build a customer experience program that delights both customers and agents. This approach enabled them to rethink the customer journey and provide an industry-leading, personalized customer experience. Join us to hear best practices and lessons learned as they initiated strategic process and culture improvements to transform the customer experience. You'll leave with practical, budget-friendly tips you can apply in your contact center.
Using The Customer Rage Study to Craft a Service Recovery Program
Wednesday | 4:00 PM – 5:00 PM
Mary Murcott, Ruth O'Brien
With FCR on complaint calls at an industry-wide 14%, and an average of 4.2 calls to resolve, the loyalty and long-term revenue damage being done to your brand may be astronomical! In this session, you'll discover the 12 remedies complaining customers REALLY want (but usually don't get), learn the 15 phrases that customers find most annoying, and explore how to double loyalty via the right complaint handling process by adding just one process. You'll walk away with 10 recommendations for your new Service Recovery Plan you can implement immediately.