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Executive Perspectives

Choose a Conference Track:

Gain unique and insightful perspectives from executives who share their experiences and challenges with culture, multiple centers, ROI and operational efficiency.

Session 104

Learn to Apologize to a Customer Like You Mean It

Tuesday | 11:30 AM – 12:30 PM
Southern Hemisphere 4/5

Despite our best efforts, sometimes we simply can't help our customers—or worse, we have caused or contributed to their issues. A sincere apology is required, but too often we rely on trite phrases like "We regret any inconvenience this may have caused." These "Sorry, not sorry" apologies do more harm than good. In contrast, an honest, well-delivered apology is one of the best ways to build rapport with customers and to ensure first contact resolution. In this unique session you'll learn the hidden costs of insincere apologies, tips for creating effective apology wording, the important difference between empathizing and apologizing, and much more.

Session 204

Leveraging IoT and Omnichannel for Reduced Customer Effort

Tuesday | 2:00 PM – 3:00 PM
Southern Hemisphere 4/5
Morgan Perez, Craig Wilson

As the world's largest provider of connected healthcare solutions for remote patient monitoring, ResMed continually seeks out new and unique ways to engage their customers. This session will introduce how ResMed, and other forward-looking organizations, are redefining their customer experiences by leveraging the Internet of Things (loT) to deliver omnichannel service. You will learn how valuable data is collected, stored, and used to reduce customer effort and increase customer engagement.

Session 304

Zero to Hero: How to Build Award-Winning Social Customer Care

Tuesday | 3:15 PM – 4:15 PM
Southern Hemisphere 4/5
Georgia Adams

The ability to provide exceptional social service is rapidly becoming a key differentiator for companies. In this interactive session, you'll hear how Navy Federal Credit Union's social team went from nonexistent to winning the 2016 ICMI Global Contact Center Award. You'll walk away with best practices for finding the right people, setting up the right processes, and choosing the right technologies to deliver outstanding social media customer service. Whether you're struggling to provide service in social channels or just getting started, this session will provide practical insights and tangible takeaways you can use to plan and implement your own exceptional social customer care program.

Session 404

Rolling Out Live Chat - Strategies for Success

Tuesday | 4:30 PM – 5:30 PM
Southern Hemisphere 4/5
Dave Dyson

Live chat allows you to communicate with customers in an immediate way that's shown to result in high satisfaction and increased purchasing. But rolling out this new channel can be intimidating—and challenging. This illuminating case study will describe Zendesk's recent journey to introduce chat support to their Trial and Enterprise customers. They'll share details of the planning and execution, including staffing, training, measuring success and ensuring ideal customer experience. If you're looking to launch chat support, the insights you gain from their best practices and lessons learned will be invaluable to your success.

Session 504

Omnichannel - From Basics to Bountiful!

Wednesday | 1:30 PM – 2:30 PM
Southern Hemisphere 4/5
Bob Furniss

Omnichannel has become more than just a buzzword—it's the reality for almost every contact center. Effective customer engagement today includes channels like text, video, and social in addition to phone, email and chat. Come learn from the latest examples of companies that are embracing these new channels—and winning with the customer. We'll review all of the possibilities and share insight into the realities of the 15+ channels that might need to be on your radar. Hear how companies like Berkshire Hathaway, Wendy's, and others are not only managing the channel—but improving their bottom-line in the process.

Session 604

Identifying and Selecting Cloud Based Solutions for Omnichannel Service

Wednesday | 2:45 PM – 3:45 PM
Southern Hemisphere 4/5
Art Schoeller

Selecting the right Cloud Based Solution is serious business, because the quality of service you offer to your customers highly depends on the technology you have and can also be a herculean task to sift through the options and find the right solution that fits your needs. Forrester Research finds that organizations are choosing cloud contact centers largely to drive agility and improved customer experience. Careful evaluation of software providers will ensure that you are not stuck with a solution that is not a good fit for your business. Walk away with an understanding of the key steps to take when evaluating solutions for your organization

Session 704

Omnichannel Routing and Reporting: What, Where, Why, and How

Wednesday | 4:00 PM – 5:00 PM
Southern Hemisphere 4/5
Lori Bocklund

Omnichannel is all the buzz. Undoubtedly, you want to properly manage email, chat, text, and more. But the what, where, why, and how are not so simple! We'll dive into the role of various systems, including the ACD and CRM, and how they work together—or are colliding! We'll look at integration challenges and what omnichannel routing and reporting means for other tools like quality monitoring and workforce management. And no technology discussion is complete without the cloud, so we'll go there too.

I loved it! It was my first ICMI conference and I learned something useful every single day! Most of all I loved having the chance to talk "shop" with other centers to learn best practices.

Jo Henry, Team Captain, Dorel Juvenile


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.