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Chicago, IL | October 28-30, 2019
Hyatt Regency Chicago
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Optimize Your Operations

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


Session 104

Building the Contact Center You Always Wanted to Work For: The CSG Story

Tuesday | 1:15 PM – 2:15 PM
Columbus KL
Tim Montgomery

At some point, every employee – frustrated by an internal obstacle, a complicated process or a pointless policy – has entertained thoughts of what they would do differently if they were in charge. These musings can contain gold, but too often organizations have layers of bureaucracy that discourage new ideas. Tim was determined to avoid this type of rigid environment and restrictive thinking when he launched his BPO call center Culture.Service.Growth. This inspiring case study will describe how CSG grew from an idea to nearly 1,000 employees in 5 years by focusing on five core principles that every call center can implement.

Session 204

Maximizing Productivity: The Power of Flexible Scheduling and Off-Peak Optimization

Tuesday | 2:30 PM – 3:30 PM
Columbus KL
Todd Hixson

Regardless of the size of your center, the staffing challenges to meet the demands of both the business and your staff while delivering outstanding service are the same. In many markets, recruiting has become a challenge, with agents wanting to work when they want to. This session defines what types of queues work for blending, and how they can be overcome by combining an 'Uber' type on demand scheduling approach and blending queues. Discover how to take advantage of artificial intelligence and off-peak availability. Learn techniques to achieve the right contact to right agent in the right media, with happier campers in the seats.

Session 304

"The Power of One" in the Contact Center

Tuesday | 3:45 PM – 4:45 PM
Columbus KL
Vicki Herrell

Every contact center needs a Power of One education plan – it's an invaluable tool in demonstrating the impact of each individual to the success of the team. This session will detail the steps required to effectively implement Power of One training for each stakeholder level: management, supervisory, and frontline. Learn how to communicate the impact of staffing decisions on service, occupancy, and cost for various sizes of centers and agent groups. Hear creative ways to present the information in traditional ways, as well as how to utilize Power of One games and activities to reinforce concepts and make lasting impressions.

Session 404

Selecting a New Vendor: An ICMI "How To" Guide

Wednesday | 1:15 PM – 2:15 PM
Columbus KL
Fancy Mills

In this interactive session, full of tools and templates, we will walk through a developing a process for Vendor Selection. Whether you are a seasoned veteran or new to vendor selection – this session is for you. We will start by focusing on common mistakes and challenges in the vendor selection process followed by a focus on creating a complete Needs Analysis and building 5 steps for success. This highly engaging session will address: what is the business issue that is being analyzed; the impact of that issue that justifies making a change; the process that is to be automated with technology and what other options to technology have been considered?

Session 504

Live Chat: The Channel Is Mature, but Chat Quality Is Not Good Enough

Wednesday | 2:30 PM – 3:30 PM
Columbus KL
LESLIE OFLAHAVAN, Jerri Pigg-Shoemake, Rocky Buchta

Live chat could be the most efficient and successful channel we have for delivering support. It's popular with customers of all ages, it allows agents to serve multiple customers at once, and it works well on a mobile device. But the quality of live chat still isn't good enough. In this hands-on session, you'll learn how to write high quality live chat – involving combining open and closed questions, pushing links and images, and mirroring the customer's level of formality – that makes your customers happier and your support organization more efficient. Using actual chat transcripts as examples, you'll learn what to do to improve chat quality in your organization right away.

Session 604

Unbridled Onboarding: Optimizing Training to Increase Proficiency [CASE STUDY]

Wednesday | 3:45 PM – 4:45 PM
Columbus KL
Jonathan DeVore, Stephanie Beal

Discover the secrets of how Unbridled Connect cut the time-to-proficiency for new agents from 60 days down to 15 days––a 75% improvement! Stephanie will share her training methodology, the typical onboard training pitfalls that should be avoided, along with the changes she implemented that made the biggest impact. You'll learn to optimize call flows, prepare an instructor guide, and deliver classroom training that gets new hires up and running in a fraction of the time. You'll walk away knowing how to train new agents so that they can comfortably handle any call right out of training, without long hold-times or outside assistance. peers and managers.