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Elevate Your Leadership

Choose a Conference Track:

Best practices from industry frontrunners to help lead your team to success.

Session 103

Schedule Adherence Metrics Save the Day at Sign-Zone

Tuesday | 11:30 AM – 12:30 PM
Southern Hemisphere 3
Jim Thomsen

Not long ago, Sign-Zone's contact center had serious troubles—employee engagement was low, customer experience was poor, and business goals were not being met. Fast forward less than a year and the improvement in ASA levels, employee and customer engagement are nothing short of jaw dropping. In this enlightening case study, Sign-Zone will describe how their effective deployment and behavioral adoption of a solution that allowed them to track schedule adherence metrics transformed their center into an engaged workplace where the focus is on delivering a legendary experience on every call. Come hear the key success factors that enabled them to make this dramatic transition so quickly and effectively.

Session 203

Work at Home: Maximizing Your Returns

Tuesday | 2:00 PM – 3:00 PM
Southern Hemisphere 3
Michele Rowan

With 80% of contact centers utilizing work at home programs, the challenges of hiring of the best talent and ensuring that remote employees are as engaged and as productive as their in-house counterparts are universal. In this interactive session, we'll explore advanced strategies for hiring and onboarding in a truly remote capacity, and the latest advances in virtual training. Discover how to leverage next-generation tactics for virtual performance support and engagement, and gain real-time visibility and process automation without high capital expenditures and IT costs. Gain the insights you need to reduce internal infrastructure costs, improve employee morale, and ensure service excellence.

Session 303

Overcoming Hiring, Training and Onboarding Challenges

Tuesday | 3:15 PM – 4:15 PM
Southern Hemisphere 3
Amber Krueger

Robust and effective hiring, training and onboarding processes are critical to the success of a contact center, and yet too often the hectic pace leads managers to take shortcuts in these areas—with devastating results. Come hear how US Bancorp Fund Services' approach to these foundational processes has evolved over the past five years. They'll share practical advice on identifying areas for improvement, powerful interview questions, taking a critical look at your training program, and a framework for mapping a new agent's crucial first months on the job. This invaluable session will help you set your center—and your team—up for success!

Session 403

Myth Busters - Does Optimizing Agent Workloads Really Reduce Attrition?

Tuesday | 4:30 PM – 5:30 PM
Southern Hemisphere 3
Ron Davis

Agent attrition has been one of the top concerns in call centers for decades. And while WFO companies have long claimed they can help via skills routing, performance management, CRM and more, the great irony is that the one thing workforce optimization doesn't do is optimize the workforce—it optimizes the work. So what's the answer? This powerful case study will showcase a completely different approach that focuses on the agent quality of life. Through video anecdotes, you'll hear from agents in the trenches about a quality of life approach that has given their jobs more meaning and purpose, and led to staggering improvements in retention and satisfaction.​

Session 503

Creating a Real-Time Access Plan …..That Enhances Customer Support

Wednesday | 1:30 PM – 2:30 PM
Southern Hemisphere 3
Todd Gladden

In the contact center, managing real-time activities is a constant workforce management challenge. Fluctuations in volume, handle time and availability change in a moment. Creating a real-time access plan that enhances our ability to service customers is needed to plan for both highs and lows. In this session, you'll explore the areas of development necessary to build an effective and efficient plan. Learn about the benefits of access management planning, the impact of today's customer expectations, and service level and occupancy optimization. Discover how to enhance the support you provide by creating and implementing an effective real-time access plan.

Session 603

The Hitchhiker's Guide to Building Successful Workforce Management Process and Structure

Wednesday | 2:45 PM – 3:45 PM
Southern Hemisphere 3
Marshall Lee

When it comes to workforce management, do you ever feel lost or confused? In this session, your guides will help you navigate how to build a process manual and specific documentation for your workforce management team, and how to structure your team to effectively move those processes to completion. From capacity planning, staffing, scheduling, exception entry, and anything else you do, learn how to navigate your way to success.

Session 703

Measuring Success in a WFM Practice

Wednesday | 4:00 PM – 5:00 PM
Southern Hemisphere 3
Mike Soucie, Justin Marty

In this session, you'll be treated to a demonstration that will help you measure the success and health of your contact center's workforce management team. Focus areas include creating a balanced WFM scorecard, developing effective reports and analysis for senior leaders, and implementing Operation Success Metrics that enable accurate root cause analysis. You'll leave with an enhanced ability to influence and lead your contact center to achieve your daily goals and objectives

“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


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.