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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
Location: Conference Hotel
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

Improve Your Bottom Line with an Effective Omnichannel Strategy

Tuesday | 2:00 PM – 3:00 PM
Location: Conference Hotel
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
Location: Conference Hotel
John Bradley

Join John as he shares Erie Insurance's unique culture around analytics and share their analytics dashboard solutions. John 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

Leveraging Emerging Technologies to Elevate Your Center

Tuesday | 4:30 PM – 5:30 PM
Location: Conference Hotel
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
Location: Conference Hotel
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

Strengthen Customer Experience + Security with Biometrics

Wednesday | 3:30 PM – 4:30 PM
Location: Conference Hotel
Paul G. Hendricks

3,000. That's the number of inbound member calls that Virginia Credit Union (VACU) receives on a daily basis, with each of these callers needing to be authenticated before accessing any account data. For VACU, agent-driven authentication for these calls proved to be time-consuming, costly and anything-but customer friendly, and was the reason why the credit union sought out a solution to simplify and strengthen the authentication process for the more than 60,000 monthly, agent-handled calls.This session will provide insight on the customer experience, including how VACU's customers are authenticated in the system, the increased time that agents now have to address customers' specific needs, and more and share the numerous benefits that VACU has seen with biometrics, including a 37-second decrease in Call Handle Time, significant savings in agent labor costs, increased agent satisfaction, fraud mitigation, and more.

"I was particularly interested in "agents at home" information and was able to network and benchmark w/companies currently doing that and how they began the process."

Mary Connor, Director of Patient Services , Reimbursement Technologies, Inc.

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   © 2018 UBM, All Rights Reserved.