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Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.
Characteristics of the Best Managed Contact Centers
Tuesday | 1:15 PM – 2:15 PM
In some service organizations, you can feel the energy when you walk through the door. It takes many forms: a strong sense of purpose, camaraderie, and the willingness to make the extra effort. While many factors go into creating this sort of environment, Brad Cleveland has observed overarching and interrelated characteristics that emerge in contact centers that consistently outperform others. Join him for this eye-opening session, where he'll share exclusive insight from his newly released edition of Contact Center Management on Fast Forward
Nobody Puts the IVR in the Corner: Give It the Attention It Deserves!
Tuesday | 2:30 PM – 3:30 PM
Unlike a good bottle of wine, IVRs do not get better with age. It is time to blow the dust off the bottle and modernize! It is no secret that many IVRs do not deliver an ideal customer experience. For some organizations, the IVR is an afterthought and even considered a dying technology. Dated strategies and neglected technologies are no longer cutting it. If it is time to modernize your IVR, join Becky Roemen to explore the world of evolving & modern voice & self-service technologies!
How To Have Success With Knocking Down Walls and Silos
Tuesday | 3:45 PM – 4:45 PM
In today's environment, collaboration across departmental lines is vital in ensuring alignment that supports the customer, but too frequently silos exist that impede progress. In this session, you'll hear how it's possible to improve and stabilize the performance and operations of your contact center while gaining greater alignment throughout the organization. Explore proven strategies and tactics used to promote collaboration and alignment cross-functionally to enhance the customer experience. You'll leave with a template for developing an action plan to begin knocking down walls and silos in your organization, by increasing strategic value and connection to the business.
Asking for Project Funding?: The Top 5 Things Executives Need to See
Wednesday | 1:15 PM – 2:15 PM
There are few challenges that happen in your contact center that haven't already happened in others. Learn how to best define these challenges, proposed outcomes and benefits, and how to secure investment of limited capital resources. This high-energy session focuses on migrating from budget-based requests to a broader pitch for value-based outcomes. Discover the top 5 things contact center executives need to know to build an effective business case for project funding. This pragmatic session provides real-world, tactical examples of where to find business benefits and how to present them successfully to get the funds you need.
Starting from Scratch: The Journey to Build and Optimize a Small Contact Center [CASE STUDY]
Wednesday | 2:30 PM – 3:30 PM
This session will review the creation, operations, and lessons learned from the Meadows Health Physician Services contact center, serving a small rural community in South Georgia. With 10 agents, the contact center is responsible for answering incoming phone lines and scheduling appointments for 8 physician practices located in Vidalia. Follow their journey as they evolved from start-up contact center to greater maturity, and learn how journey/process mapping, optimizing technology, agent specialization and cross-training have played important roles in their success. Working in groups, you'll use their experiences as a jumping off point to identify and problem solve for your own biggest operational challenges.
From Good to Great in 9 Months: Kinecta Credit Union's Success Journey [CASE STUDY]
Wednesday | 3:45 PM – 4:45 PM
In 2018, the Kinecta Contact Center faced a number of serious challenges. Handle times were above average, costs were above average, the IVR containment rate was below average, and technology was antiquated. A benchmark revealed that their metrics discipline and process maturity were weak, and at the root of many of these challenges. This inspiring case study examines how Kinecta leveraged benchmarking to close performance gaps and achieve world-class performance. It will detail how Kinecta reduced handle time by 40 seconds, increased their IVR containment rate by 12 percentage points, reduced cost per contact by nearly 25%, and increased member satisfaction to the best in the industry!