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Case Studies

Learn how these top organizations have succeeded in implementing new strategies within their contact centers.

Session 102

Making Metrics Matter

Tuesday, 11:00 AM – 12:15 PM
Leann Corabi

Identifying which metrics to measure – and which ones best illustrate your center’s story to senior management – is a pervasive challenge that has a significant impact on both the performance and perception of your contact center. Hear how the Operations department at refined their monthly departmental and individual performance metrics by eliminating the data that does not impact the business and consolidating key data points to disseminate throughout the organization. Discover best practices to identify the right metrics, how to use them in goal setting for the entire department, and how to tailor your reports for different audiences for maximum impact.

Session 104

Say What? Using Interaction Analysis To Optimize Your Workforce.

Tuesday, 11:00 AM – 12:15 PM
Richard Gwilliam, Nick Dellecave

Ever wondered how you could use the mass quantities of data generated every day during customer interactions to determine what customers want, build customer value and reduce costs? The Home Depot did just that! Hear how they maximized the value of customer interactions – and improved their NPS score by over 50% in just three months – to achieve world class customer service by leveraging interaction analytics. Gain insights on how they have increased agent efficiency and optimized their workforce by conducting root cause analysis on broken business policies and agent behavior during interactions, and how these analyses lead to improved customer satisfaction and reduced cost.

Session 202

All for One & One For All – A Performance Management Primer & Case Study

Tuesday, 2:15 PM – 3:30 PM
Greg Salvato, Casey Kostecka

An effective performance management system can have an enormous impact on the service quality and efficiency of a contact center – a fact that Convergent Outsourcing learned first- hand. Come hear how this 2000+ seat outsourcer improved attendance, attrition, CSat and dollars per contact through better performance management. You’ll gain invaluable insights through an insider’s look into Convergent’s journey – from initial SWOT analysis, through implementation, to results and lessons learned. Discover how identifying the key metrics that drive business success, aligning them with targets & incentives, analyzing performance against targets, and implementing improvement plans can be the recipe for performance management success in your center!

Session 203

Customer Experiences: Why Channel Choice Matters

Tuesday, 2:15 PM – 3:30 PM
John Georgesen

As companies continue to evolve their multichannel service strategy, customer effort must remain a primary focus. Reducing effort requires a clear understanding of channel behavior. But what do today's customers want, how do they behave, and where can companies apply those insights? What impact does channel-jumping have on key performance metrics like satisfaction and loyalty? This session will provide clarity on these questions, as well as the relationship between issue complexity and channel choice, how to mitigate the impact of poor cross-channel experiences, and the key role your website plays in cross-channel success.

Session 301

Take This Job And Love It! Using Gamification to Improve Motivation and Performance

Tuesday, 3:45 PM – 5:00 PM
Joel MacCharles

A recent Gallup Inc. survey showed that about 70% of workers are disengaged in their jobs. What if you could create a more compelling and engaging experience for employees? Allied International Credit (AIC) is using gamification to do just that – and reaping the benefits. In this session they’ll share how gamification is helping AIC engage its call center workforce and motivating better performance, while at the same time lowering costs, time and resources spent to find and train new talent. You’ll leave with an understanding of gamification mechanics and the human motivations which drive each of us to take a job and love it!

Session 401

Making People’s Lives Better: Qualfon’s Approach to Employee Loyalty

Wednesday, 11:00 AM – 12:15 PM
Robert Dechant, John Yanez

Employee retention is a critical factor in achieving contact center performance and efficiency goals. Not only does attrition increase costs, but it has a great impact on the sustainability of operations. Qualfon has developed a simple but powerful approach to employee retention and loyalty that has produced extraordinary results. Learn how Qualfon’s mission to “Make People’s Lives Better” – starting with what matters to their agents from both a work and life perspective – has resulted in an attrition rate that is half the industry average. Discover how expanding your vision of employee satisfaction can improve engagement and loyalty with both employees and customers.

Session 502

Unlocking The Value Of NPS: Measurement, Improvement, Loyalty And Revenue

Wednesday, 2:15 PM – 3:30 PM
Pam Dodrill, Kara Egan

There are powerful economics behind customer loyalty. Loyal customers most often spend more, stay longer, and promote and refer your business to other strong customers. The net promoter score (NPS) is a common customer loyalty measure, but unlocking the true value of this metric goes beyond the walls of the contact center to inform and influence marketing, sales, product and other key business areas. This session will describe how to take NPS from a simple score to one that puts a quantifiable value on the impact of customer experience and becomes a company-wide initiative. Start influencing the trajectory of your business today!

Session 504

Maximizing the Impact of Technology: Best Practices for Stress-Free Success

Wednesday, 2:15 PM – 3:30 PM
John Goodman, Lynn Holmgren

Many technologies, from CRM, mobile and video to speech analytics, gamification and online communities have the capability to make service either stellar and inexpensive – or maddening and costly. In this invaluable session, John Goodman will uncover best practices and prevalent mistakes made in leveraging technologies in the contact center. Discover six proven strategies for improving the Contact Center/IT partnership, as well an easy approach to justifying investments to the CFO. Lynn Holmgren will provide real-world illustration of these strategies in action, as she describes her experiences in successfully implementing many of these technologies at Whirlpool, Frontier Communications and Millicom Cellular.

Session 602

Preparing for Change: Forecasting and Scheduling in Volatile Environments

Wednesday, 3:45 PM – 5:00 PM
Kimberly Pugh

It is said that the only thing that is constant is change, a fact that those charged with creating accurate forecasts and schedules in volatile environments know only too well. How do you anticipate what is to come when there are no consistent patterns in the past? This session will describe techniques to address this challenge, including creating model variations, options for flexible scheduling, and effectively communicating with other departments to anticipate spikes in call volume. You will also be equipped with a method to quickly implement a recovery plan in the event volumes are significantly different than anticipated.

"I got a great mix between really practical things that I can implement within my team immediately as well as some strategic stuff to get me thinking outside the box."

Leeann Visser , Customer Service Manager, GTA Travel