Choose a Conference Track:
Learn the latest approaches to analytics, customer effort measurement, ROI, big data, and communicating results.
Customer Lifetime Value: The Pros, Cons, and Hidden Dangers
Tuesday | 1:45 PM – 2:45 PM
It's clear why customer valuation is important, but why is it so difficult to measure? The biggest problem in any customer valuation model is of the difficulty inherent in predicting what customers will do in the future. In this session, ICMI's Justin Robbins will share how to choose the right customer valuation model for your organization, methods for calculating customer lifetime value, and ways to avoid the dangers of misapplying customer valuation models.
Personalize the Contact Center Experience While Increasing Operating Efficiencies
Tuesday | 3:00 PM – 4:00 PM
Location: Conference Hotel
Alexa Kelly, Annie Inglis, Charo Murphy
With the consolidation of healthcare systems, new reimbursement models, and narrowing operating margins, there has never been a more critical time for organizations to embrace a CRM to ensure not only the health of the patient, but also the health of the business. Hear from Genomic Health's executives and learn how they were able to streamline access to services with their providers, partners, and patients while increase efficiencies.
Contact Center Cause and Effect: The True Impact of Your KPIs
Tuesday | 4:15 PM – 5:15 PM
If it moves, contact centers measure it. But what does our obsession with metrics really mean? More importantly, where should we look to best manage and optimize performance? In an industry where KPIs are all interconnected and interrelated, an understanding of how various KPIs affect each other is enormously powerful. In this session, you'll discover definitive cause-and-effect relationships between the most commonly tracked metrics and learn how insight into these relationships can revolutionize the way you manage your contact center.
Focus on Feedback
Wednesday | 1:45 PM – 2:45 PM
Justin Robbins, Vickie Friece, Khalida Jarbou
Customer feedback is a critical component of service improvement, but designing surveys, increasing response rates, and keeping pace with technology can be a challenge. This exciting set of 3 ignite talks will focus on all the ways you can glean more powerful feedback from your customers! You'll learn how to build and deploy surveys on a small budget, what not to do when designing customer surveys, and what the future holds for customer feedback. If you're tasked with improving customer satisfaction, or analyzing satisfaction data, this session is a must!
#1 Surveys on a Shoestring
#2 What NOT to do with Surveys
#3 Future of Feedback
Measure What Matters – How to Boost Agency Efficiency & Customer Satisfaction
Wednesday | 3:00 PM – 4:00 PM
Contact center leaders are under tremendous pressure to measure anything and everything, do more with less, and drive results. But what's the best way to use all that data to drive efficiency and engagement and improve customer satisfaction? During Sean Hawkins' 15+ years as an award-winning customer service leader, he's learned a few keys to metrics success. Attend this session to learn how Sean's approach to contact center metrics is driving tangible success for his team and customers. He'll share mistakes he's made, secrets he's learned, and practical advice that you can apply in your contact center.