Foundational Best Practices
New to your role in the contact center? We've emphasized the "how to" in these critical sessions so you can return home with actionable ideas for making immediate improvements in your contact center. Results are what you need, and this track will show you exactly how to achieve them in your own operation.
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Future Trends in Customer Service
Is your contact center prepared to meet the needs of tomorrow’s customers and employees? We’ve identified several trends to watch as expectations shift and technology evolves. This track will explore developments shaping both customer and agent expectations, as well as examine the role emerging technology will play in the continued evolution of customer service.
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Optimizing Your Workforce
This track will show you how workforce optimization can positively impact both the contact center and the business as a whole. You’ll walk away with actionable insight you can use to better manage onboarding and ongoing training, forecasting, scheduling, work from agents, distributed workforces, and more. These sessions will enable you to drive increased productivity and efficiency in your center.
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Omnichannel Best Practices
Your customers expect service options in the channel of their choice, and at a time that’s most convenient for them. If you’re looking for insight to help you determine the right channel mix and learn how to deliver a seamless cross-channel experience, this is the track for you. We’ll explore the strategy, processes, and technology needed to deliver best in class omnichannel service.
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Contact Center Metrics
There’s no shortage of data in the contact center, but determining what to measure and how to interpret the data to drive meaningful results can be a challenge. This track will provide you with the research, benchmarks, best practices and case studies needed to implement metrics that improve operations.
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As customer touch points increase, the contact center is quickly becoming the epicenter for how customers perceive their interaction with your company. This newly created track address the challenges, successes and roadmaps needed to improve your customers' experience.
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If you're responsible for managing people in the contact center, this track is where you'll find the ideas and resources you need to improve. We'll tackle the tough issues of retention, coaching, stress, and attendance, and explore career pathing and the needs of the next generation. This track will arm you with innovative strategies to manage change.
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