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Optimize Technology

Choose a Conference Track:

Approaches to select and implement contact center solutions that will optimize performance.


Session 107

Omnichannel Myths and Realities

Tuesday | 11:30 AM – 12:30 PM
Asia 3
Patrick Russell

Are your customer service channels putting your customers at risk? Consumers have more choice than ever in how and where they want to interact with your business. However, what happens when customers choose a channel that isn't the best for their needs. Are they at risk? Patrick looks at the trends and challenges and offers an action plan for transforming customer experience in your contact center now.


Session 207

Evolving Social Care in One Year

Tuesday | 2:00 PM – 3:00 PM
Asia 3
Georgia Adams

In this session, Georgia Adams from the 2016 ICMI Global Contact Center Award-winning social customer care team at Navy Federal Credit Union will share how her team went from nonexistent to best in the world in one short year. Attendees will learn best practices for finding the right people, setting up the right processes, and choosing the right technologies to deliver outstanding social media customer care, all based on lessons learned as the Navy Federal social care team evolved. The session will feature insights into the evolution of social customer care at Navy Federal, along with a hiring and QA reference and a quick-start worksheet attendees can use to plan and implement their own exceptional social customer care program.

Session 307

Improving Authentication and Reducing Fraud Risk: Beat the Bad Guys and Take Care of Customers Too!

Tuesday | 3:15 PM – 4:15 PM
Asia 3
Lori Bocklund

As the fraud risk grows, so does the authentication challenge, and neither your agents nor your customers like it one bit! Fear not: a variety of technologies, along with some smart processes, can deliver a win-win for the center and customers. Learn how you can fend off the threats and deliver a good experience for all involved (except, of course, the bad guys!).

Session 407

Increase Customer Service Agility with Cloud Contact Centers

Tuesday | 4:30 PM – 5:30 PM
Asia 3
Art Schoeller

The need to connect customers on their channel of choice with contact center agents is a requirement in the age of the customer. For many organizations, cloud contact center technology can provide an agile platform that will best address this need. Attend this session conducted by Forrester Research to learn the current state of the cloud contact center market, the benefits of moving to the cloud, and best practices for selecting and migrating to cloud contact center technology.

Session 507

It's All About the Data

Wednesday | 1:30 PM – 2:30 PM
Asia 3
Lori Bocklund, Art Schoeller, Jessica Conley

Analytics. Big data. Personalization. Intelligence. The buzz just keeps on growing. But what does it all mean? Join this passionate group of panelists to dive into the role of data in the contact center, what you can do with it, and how to pursue a better, smarter customer experience. We will cover the gamut of technologies that will help you capture and leverage data, gain insights, and optimize.

Session 607

Creating a Decision Making Framework to Select Your Next Contact Center Technology

Wednesday | 2:45 PM – 3:45 PM
Asia 3
Cheryl Helm

There is no shortage in technologies and vendors in the contact center space. A new vendor of premise or hosted solution providers of voice and contact routing solutions, IVR, Quality Monitoring, Work Force Optimization, Speech Recognition, Chatbots, AI, CRM / ERP, Speech and Data Analytics pops up. New buzz words are introduced by marketing to repackage products and applications that essentially do what they have always been doing, yet adding only a few enhancements. This workshop will help you sift through the hype and provide you with a framework to confidently select your next Contact Center technology and solution provider.

Session 707

AI - How Augmented Intelligence Will Change the Contact Center Forever

Wednesday | 4:00 PM – 5:00 PM
Asia 3
Bob Furniss

Chatbots play an important role in the future of customer service. Gartner projects that, by 2020, up to 85% of customer interactions will be managed without human involvement. But not all chatbots are created equal. Join this session to understand the seven key characteristics of an effective chatbot in producing the desired impact on your business and an improved customer experience. We'll separate fact from fiction and help you define a path to building AI powered chatbots inside your organization.

"It was amazing to be around so many people in the industry. It was exciting and invigorating. To share my perspective and to get so many other perspectives helped me learn and grow."

Jenny Dempsey, , Phone.com

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   © 2018 UBM, All Rights Reserved.