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Maximize Productivity

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Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.


Session 105

5 Ways Accelerated Learning Can Improve New Hire Training

Tuesday | 11:30 AM – 12:30 PM
Charleston Ballroom B
Sheri Kendall-duPont

Accelerated Learning (AL) is not just about using music in training, hanging up posters, or playing games - AL is a systemic, integrated methodology that supports instructional designers, facilitators, and trainers, in creating meaningful learning experiences. In this session you will learn 5 ways to apply AL to boost the effectiveness and speed of new hire training. Learn how to build a soft opening that create connections to the content, facilitator, and each other; how to build activities that require movement; strategies to get the sage off of the stage and allow learners to create knowledge; design activities that allow your learners to jump in and try things; use visual design strategies to increase the power of your message.

Session 205

How to Solve Peak Hours and Queues with an Uber Approach

Tuesday | 2:00 PM – 3:00 PM
Charleston Ballroom B
Todd Hixson

Whether you're a small, medium or large contact 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 - through combining an 'Uber' type on demand scheduling approach and blending queues, the challenges can be solved. The outcome will be ensuring right contact to right agent in the right media with happier campers in the seats can be realized.

Session 305

Leveraging Knowledge Management to Improve Productivity

Tuesday | 3:15 PM – 4:15 PM
Charleston Ballroom B
Bob Furniss, Jen Richard, Marcus Stein

This lively panel will be sharing their experiences and lessons learned as they discuss leveraging knowledge management to improve productivity. Learn from their experiences using both out of the box knowledge management and home grown knowledge management software and what challenges they faced during their implementations.

Session 405

Reimagine Team Training—Do Better WorkTogether

Tuesday | 4:30 PM – 5:30 PM
Charleston Ballroom B
Bryan Naas, Joshua Streets

Change at work is happening at a breakneck pace. Working and training are no longer discrete events—they happen simultaneously. Customer services teams must adapt to win in highly competitive environments, and they need a practical, time-tested approach to help them do it. U.S. Cellular will share their approach to how their employees learn, practice, and perform at work. You will learn ow to achieve goals by using uncomfortable situations, how to use learning to cut your onboarding time by 50% and why agents experience a 38% higher NPS score when learning is involved.

Session 505

Achieving Global Operational Benefits by Moving to the Cloud

Wednesday | 2:15 PM – 3:15 PM
Charleston Ballroom B
Doug Klees

MoneyGram International, a global provider of money transfer services was looking to consolidate the operations of their 11 locations around the world, servicing 13 million calls annually. They decided to replace their aging on-premises system with a cloud contact center solution. In doing so, they realized substantial benefits including increased system uptime and reliability, decreased AHT, improved quality management effectiveness, and gained better insights into customer satisfaction. Join them in this session and find out why they decided to move their contact center to the cloud and how they implemented that to achieve these outstanding operational improvements.

Session 605

Secret Weapons for the Seven Most Common Contact Center Headaches

Wednesday | 3:30 PM – 4:30 PM
Charleston Ballroom B
Tim Montgomery, Vicki Herrell

“Great site tours and robust content in breakout sessions.”

Michael Tudor, Director of Call Center Operations, Central Security Group-Nationwide, Inc.

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   © 2018 UBM, All Rights Reserved.

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