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Operations Management

Choose a Conference Track:

Session 102

The Next 90 Days: 10 Things to Do When You Inherit -- or Need to "Reboot" -- Your Contact Center

Tuesday | 2:00 PM – 3:00 PM
Sarah Reed

Case Study

Whether you're a seasoned contact center leader or recently promoted, taking on a new center -- or determining that you need a complete "reboot" -- can be daunting. In this invaluable session contact center veteran Sarah Stealey Reed will share the top 10 things to ensure you assess, prioritize, motivate, communicate, and lead your team to success! She'll provide an easy roadmap to follow, and walk through real-world stories to illustrate common missteps. Learn how to blend your leadership style with tried and true contact center strategies to transform your center in the next 90 days.

Session 202

Contact Center Operations Management 101

Tuesday | 3:15 PM – 4:15 PM
Rose Polchin

Sharpen your working knowledge of the key operational dynamics and unique characteristics of the contact center environment.  Critical concepts such as the link between resources and results, the relationship between service level and quality, how accessibility impacts productivity will be examined. Whether you’re new to contact centers or a seasoned pro, you’ll return armed to improve your operations, manage with confidence, and better meet the needs of your customers.

Session 302

Empowering Agents - The Knowledge Management Impact

Tuesday | 4:30 PM – 5:30 PM
Bob Furniss

Leading contact centers are focused on driving agent engagement to increase the quality of service and customer experience. An effective knowledge management system enables agents to own and act-on each unique customer moment. In this session we will discuss your readiness for knowledge management, and how a collaborative strategy and plan of action can improve success. Learn three tips to increase knowledge sharing, productivity and collaboration within your contact center. Learn how to streamline your processes allowing your agents to provide a consistent customer experience, by driving home a focus on accuracy, accessibility and collaboration.

Session 402

Quality Assurance Tips from the Pros

Wednesday | 2:15 PM – 3:15 PM
Jennifer Richard, Pete Slease, Elaine Carr, Vickie Friece, Vicki Herrell, Lauren Mott, Patrick Botz

Are you struggling with your quality assurance program? If so, you won't want to miss this fast-paced session. Our panel of quality assurance experts will share their top tips for creating, managing and improving on your program in rapid-fire succession. This is a great opportunity to capture lots of practical ideas in a short period of time, so get your pen out and don't stop writing! You're sure to take home tips you can't wait to implement into your QA program immediately.

Session 502

Moving Metrics into Action

Wednesday | 3:30 PM – 4:30 PM
Tim Montgomery

These days, with pressure to maximize efficiency without sacrificing customer satisfaction, front-line managers are often caught struggling to balance conflicting objectives and priorities.   When everyone isn’t aligned, it quickly finds its way to the front line and ultimately, the customer.  There's no easy cure, but in this session you'll learn practical ways to use the resources you already have more effectively and move your organization closer to getting everyone on the same “productivity page”.  Discover strategies for using metrics to motivate positive behavior changes – and what to avoid. Join Tim Montgomery as he shares what he's experienced in working with some of the world’s most celebrated service organizations. 

"Everybody is really happy to share. There's no real competitors here. It's all about sharing knowledge."

Luke Jamieson, Head of Member Services, UniSuper