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Strategy and Leadership

Choose a Conference Track:

Session 103

Customer Effort vs. Customer Delight, Find The Ultimate Balance!

Tuesday | 2:00 PM – 3:00 PM
Nate Brown

Case Study

Feeling a healthy tension between Customer Effort and Customer Delight? The most famous service centers are built on delight, but underneath the warm and fuzzy feeling there is a cold-hard truth: pursuing delight alone will almost always result in a waste of time, energy, and money. So how do you create a winning balance for all stakeholders? This enlightening session will describe when to “WOW”, how to establish metrics that correlate with customer loyalty, and how to use a “Moment of Truth” map to strategically assess the customer journey. Leave armed with the tools and confidence to bring customer loyalty to new heights!

Session 203

Change is Good! Successfully Navigating Change in Your Center

Tuesday | 3:15 PM – 4:15 PM
Sarah Reed, Gerry Barber, Larry Eiser, Brad Cleveland

Case Study

Every contact center goes through change – new technology, processes, leadership or corporate direction can wreak havoc on the contact center organization. How do you manage the changes within the contact center without being met with mutiny? How do you ensure that customers aren't negatively impacted and that employees don't start disengaging? Join moderator Sarah Stealey Reed as she leads a panel of industry luminaries to divulge their secrets to success. Explore the change model that your teams are likely going through, and gain insights as our panel shares their real-life change challenges and successes.

Session 303

The Hidden Side of Customer Expectations – And What You Can Do About It

Tuesday | 4:30 PM – 5:30 PM
Lara Ponomareff

For years, service leaders have leveraged talent, technology, process, and operational levers to drive improvements in live service interaction. But despite these investments, CEB data shows that metrics like satisfaction and Net Promoter Score have largely remained flat. Why? It turns out that over half of the customer’s assessment of their live service experience is driven by what has happened prior to that interaction.  While this may seem out of your control, this session will describe concrete and tangible steps that frontline staff can take to surface customer baggage in-the-moment – resulting in a 48% improvement in customer outcomes.

Session 403

Don't Just Manage - Lead!

Wednesday | 2:15 PM – 3:15 PM
Art Coombs

Why do some contact center teams flourish while others flounder? They use the same technical tools, draw from the same employee pool, deploy the same processes, serve the same customers – yet some teams seem to dependably have lower employee turnover, and higher customer satisfaction scores. Why? All too often we are given tools to MANAGE, yet very little training or tools are offered to help us LEAD. This session will examine how to demonstrate stronger leadership yourself – and how to develop and nurture it in key members of your team. You’ll be amazed at the difference true leadership can make in your organization!

Session 503

Developing a Team Environment of Frontline Enablement and Success

Wednesday | 3:30 PM – 4:30 PM
Pete Slease

Today’s customer expects to have tailored, personal conversations with agents – and bristle at anything that sounds remotely canned – requiring reps to use their judgment in order to provide exceptional service. CEB research finds that in order to succeed, contact centers must shift internal policies, processes, and ultimately the work environment to permit and support reps in safely using their judgment. It can be a risky move, since one rep with poor judgment can lead to a social media storm, but this session will explore the factors that drive a successful customer service work environment in today’s complex world.

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"

Liz Hansen, IT Technologist, Medtronic