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Optimize Technology

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


Session 106

Artificial Intelligence – The Evolution to the Cognitive Contact Center

Tuesday | 11:30 AM – 12:30 PM
Charleston Ballroom E
Bob Furniss, Art Schoeller

With all the buzz about virtual agents or chatbots automating customer service requests what gets lost are all the other areas of a contact center operation that will benefit from AI over the next five years. More automation means agents will have more time to do more important work. The concept of a Cognitive Contact center is where AI becomes infused in many other applications to help boost the productivity of roles like quality assurance, workforce management, and customer service agents themselves. But while there are many early-adopters already taking advantage of the cost-savings and improvements to the customer experience and contact center operations most service leaders are still asking these questions and more. This session is designed to answer these questions. Join Art & Bob to learn the basics and hear how some of the most exciting brands in the world are rethinking what it means to provide service.

Session 206

Omnichannel – Improving Your Bottom Line

Tuesday | 2:00 PM – 3:00 PM
Charleston Ballroom E
Bob Furniss

Today's contact centers have more data than ever before, but the question remains - what really matters to the customer? Omnichannel is now more than a buzzword - it is the reality of almost every contact center in the world. No longer is telephony, email and chat good enough. Effective customer engagement includes digital channels such as text, AI Digital & Social. In this session, Bob will share the latest examples of how companies are embracing these new channels - and winning with the customer. We will go wide, discussing all of the possibilities - but go deep, sharing insight in the realities of the 15+ channels that might need to be on your radar. Hear how top brands are not only managing the channels, but improving their bottom-line in the process.

Session 306

The Metrics Culture – Measuring Across the Organization

Tuesday | 3:15 PM – 4:15 PM
Charleston Ballroom E
Ryan Bradley

Join Ryan as he shares Selective Insurance's unique culture around analytics and share their analytics dashboard solutions. Ryan will share their approach to gaining buy-in from 10 different contact centers as well as validation process for queries. In this session, you will hear specific examples such as customer sentiment review, priority dashboard, compliance dashboard for specific regulations and emergency/immediate supervisor escalation dashboard.

Session 406

Elevating Your Contact Center into the Modern Age

Tuesday | 4:30 PM – 5:30 PM
Charleston Ballroom E
Robin Gareiss

The contact center is rapidly changing as organizations seek to leverage it to improve customer engagement, support digital transformation, and build lasting relationships. Key to these efforts are emerging technologies including cloud-delivered services, omnichannel, artificial intelligence, and Internet of Things. In this session Robin will share recent research on how companies are improving customer experience in their digital transformation projections. She will share guidance for evaluating technologies, building business cases, and measuring success, all based on real-world data gathered from hundreds of end-user organizations. Attendees will come away with actionable guidance for leveraging emerging technologies to improve customer experience, create new revenue opportunities, and reduce operating costs.

Session 506

Disruptive Technology: The Path From Turmoil To Transformation

Wednesday | 2:15 PM – 3:15 PM
Charleston Ballroom E
Lori Bocklund, Art Schoeller, Ed Elrod

Alexa, what does "Disrupt" mean? "To cause (something) to be unable to continue in the normal way" Our industry is being disrupted by a variety of new technologies, with corresponding changes to customer behavior and expectations. The cloud, smartphones, big data, biometrics, natural language, and artificial intelligence all combine to change how we interact, and what we do when we interact. Don't ask Alexa or Siri what to do when you can ask us! Join this rousing discussion about the disruptors, their implications, and what you should be doing to transform your center.

Session 606

Improving Authentication and Reducing Fraud Risk: Beat the Bad Guys and Take Care of Customers Too!

Wednesday | 3:30 PM – 4:30 PM
Charleston Ballroom E
Lori Bocklund

As the fraud risk grows, so does the authentication challenge, and neither your agents nor your customers like it one bit! Fear not: a variety of technologies, along with some smart processes, can deliver a win-win for the center and customers. Learn how you can fend off the threats and deliver a good experience for all involved (except, of course, the bad guys!).

"I appreciated the willingness of the speakers to take time after presentations to go further into questions and provide additional resources."

Suzanne Hug , Call Center Manager, Londen Insurance Group

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