Conference Case Studies

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Case Studies

These organizations have it all. A wealth of knowledge, tons of experience, and serious talent. They’ve been there, done that, and are here to share their proven contact center strategies with you!

Session 204

Change Is Good: Establishing A Culture of Change Resiliency

Tuesday, 2:00 PM – 3:00 PM
Atlantic Ballroom 1
Erica Mancuso

To keep up with the competitive landscape facing most businesses today, change is imperative – and having a team that is resilient to change is critical to your success. Unfortunately, employee tolerance to change is often low, and many managers are not skilled in leading change among their teams. This enlightening session will uncover why employees tend to resist change, how to identify change tolerance types among your employees, and how each type can be leveraged to help establish a culture of change resiliency. You'll gain invaluable insights on best practices for driving change and establishing a healthy appetite for change across your team.

Session 306

The Hitchhiker's Guide to Building Successful Workforce Management Process and Structure

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Marshall Lee

When it comes to workforce management, do you ever feel lost or confused? In this session, your guides from Firstsource Solutions will help you navigate how to build a process manual and specific documentation for your workforce management team, and how to structure your team to effectively move those processes to completion. From capacity planning, staffing, scheduling, exception entry, and anything else you do, learn how to navigate your way to success.

Session 401

Ho hum No More: Re-imagining Customer Surveys to Drive Results

Tuesday, 4:30 PM – 5:30 PM
Regency Ballroom 1
Andrew Gilliam

Are you ready to supercharge your customer survey and maximize the value of experience data? In this inspiring session you'll witness how to transform your survey into an active part of your customer experience program, dramatically increasing response rates and turning responses into actionable experience intelligence. Go behind-the-scenes with the architect of the WKU Information Technology Services' revitalized customer insights program, where you'll experience their new survey first-hand, deconstruct the purpose and meaning of each question, analyze actual survey responses, and explore the closed-loop process that promotes loyalty and advocacy. You'll get actionable, real-world insights to bring your surveys to the next level.

Session 403

Agents Rejoice as New Innovation Eases Their Effort

Tuesday, 4:30 PM – 5:30 PM
Regency Ballroom 3
Dale Sturgill, Jafar Adibi

Enabling agents to be more empowered while maintaining oversight and control is a constant topic of conversation, and has always been a tricky thing to try and solve. Join this session to find out how Employbridge is tackling this initiative with ease and sophistication that we could have only dreamed of a decade ago. New technology paired with innovative thinking

Session 501

Serving Up Metrics to Suit Every Palate

Wednesday, 1:30 PM – 2:30 PM
Regency Ballroom 1
Dr. Debra Bentson

Contact Centers have pantries of data and metrics available for consumption, and measuring the right things is crucial. Yet just as with food, presentation is equally important – and often not given adequate thought. Determining how to prepare and present data for different audiences is critical to maximizing your desired outcomes. Metrics used for building a budget may be tasty to finance and the C suite. Frontline staff may prefer small plates tailored to show their individual contributions. This revealing session will dish up some common metric ingredients, who to serve them to, formulaic recipes and dashboard options.

Session 502

Establish Trust Across the Organization by Increasing Transparency

Wednesday, 1:30 PM – 2:30 PM
Regency Ballroom 2
Justin Chase, Alex Zavala

Reducing the disconnect between corporate and contact center culture is challenging, but not impossible. Crisis Response Network underwent a three+ year journey to transform their culture, and found the key to their success in focusing on increased transparency. In this valuable session you'll hear from their Chief Executive Officer and Chief Experience Officer how they did it – and how your organization can too!

Session 503

Customer Experience Leadership - How Moo, UL,Navy Credit and IBM Are Leading with CX!

Wednesday, 1:30 PM – 2:30 PM
Regency Ballroom 3
Nate Brown, Bob Furniss, Dan Moross, Kristy Powers

Customer Experience is more than a buzzword - it is the foundation of successful organizations. But how does it really work in the contact center? Is it possible for a service leader to drive change into other parts of the organization? In this session we will hear from some of the CX thought-leaders about how they approach this every day. In this facilitated set of Ted-talk-like sessions, hear how Moo, UL, Navy Credit and IBM approach these important topics. In addition to success stories, hear stories of failure and how you can avoid the pitfalls.

Session 505

Integrating Quality and Customer Insights to Maximize Strategic Value

Wednesday, 1:30 PM – 2:30 PM
Atlantic Ballroom 2
John Goodman, Vicky Soulimiotis

Moen has maximized their impact on end-to-end customer experience by building alliances and integrating continuous improvement and customer insight initiatives across the enterprise. Hear the challenges and lessons learned on their journey to create a Customer Quality function that pairs the contact center with Quality and Insights Analysis, and expands their purview to include marketing & sales perspectives. This broader approach has allowed for initiatives such as an integrated feedback process and expansion of digital customer support/education, including experimentation with AI and video. Learn the perquisites for success and necessary steps to create an integrated Customer Insights process for your organization.

Session 506

Secrets from an Award-Winning Small Contact Center

Wednesday, 1:30 PM – 2:30 PM
Location: Conference Hotel
Amber Krueger

Looking for best practices specifically for small contact centers? This session features insights from US Bancorp Fund Services, ICMI's Best Small Contact Center winner in 2018. As a contact center providing third-party services, USBFS has unique challenges that affect how they manage their business to provide quality service in an efficient manner. Learn how they balance the requirements of their clients, shareholders and staff so that each group gets what they need. Get a glimpse into how they use metrics to drive success, foster employee engagement, development and retention as well as their approach to performance management, communication, and collaboration.

Session 602

Building Culture with Work at Home Agents

Wednesday, 2:45 PM – 3:45 PM
Regency Ballroom 2
Karen Arnold

Automattic is known for its 100% distributed team. (Yes, you read that right!) And yet in addition to boasting a low employee turnover rate, they have maintained their culture and values despite years of exponential growth. The secret is in hiring amazing candidates who are the best fit, and retaining them with a culture of communication, feedback, and transparency. Learn how Automattic recruits, auditions, communicates, develops, and accommodates for its employees – including the tools, processes, and tactics that have allowed them to grow their remote team while maintaining a very strong sense of their core culture. If you have remote employees, you won't want to miss this invaluable session!

Session 603

Performance Dashboards: A Common Sense Approach

Wednesday, 2:45 PM – 3:45 PM
Regency Ballroom 3
Eddie Vidal

We live our whole lives being measured, from our grades in school to our working life. Measurement is important because it puts vague concepts into context, but many are subjective, which can lead to differences of opinion. In the case of customer experience, it's not enough to say you want to deliver quality service – you must define what it means to know if you are succeeding. This session will provide tools and templates for grading agent performance, as well as strategies to gain their buy-in and contributions. Learn how to implement an agent performance dashboard designed to improve the quality of service provided to your customers.

Session 605

Better CX Through Effective Escalation Management at E*TRADE Financial

Wednesday, 2:45 PM – 3:45 PM
Atlantic Ballroom 2
Trista Wentworth

Escalation is given in the contact center and addressing issues efficiently has a significant impact on customer loyalty and experience. This all-encompassing session will describe how to establish and administer the "Complete Escalation Handling Framework". Discover techniques to de-escalate a situation, communicate coaching opportunities to all parties involved, partner with a VOC program to drive change, and create the right tracking and trending mechanism for escalation details. The necessity of supporting Executive and C-Level individuals – and E*TRADE's proven approach to doing so – will also be highlighted.

Session 606

Faster Than the Speed of Math! High-growth Capacity Planning at Hulu

Wednesday, 2:45 PM – 3:45 PM
Location: Conference Hotel
Todd Hixson, Nicholas Solomon

In this session, see how Hulu has grown from less than 200 agents to a future of over 2000 in just a few short years, with a goal that goes beyond the status quo to being disruptors! Culture, strategy, vision and thinking way outside the normal screen has led to a culture of "Hulugans" that are seriously engaged and still looking to grow. They'll demonstrate techniques for team design, WFM and self-help strategy and a properly tired approach that are valuable to both emerging companies and longtime entities – and make winners of the agents, customers and the company!

Session 702

How to Create an Agent Recruiting Machine

Wednesday, 4:00 PM – 5:00 PM
Regency Ballroom 2
Noreen Sendelbach

Recruiting isn't just a matter of collecting job applications and processing. In the contact center world, it is truly a sales and marketing job that requires continual recruiting with creative and innovative ideas to keep your applicant pool full and your candidates feeling valued. At TELUS International, they utilize technology and the referrals of team members to ensure that we fill teams with the best qualified and most engaged candidates possible. The process, tools and techniques collectively provide a recruiting machine that processes hundreds of thousands of applicants a year. Come hear how TELUS International does it.

Session 706

10 Knowledge Management Best Practices That Lead to Success

Wednesday, 4:00 PM – 5:00 PM
Location: Conference Hotel
Pete McGarahan

Successful knowledge management is more about people and process than technology. This informative session explores the key principles and core concepts that organizations, including First American Title, have discovered lead to successful adoption of a knowledge-centered support model. Discover how to improve knowledge in the workflow so that no one in your organization can ever say there's garbage in the knowledge base without also admitting they're responsible for it.

“The opportunity to learn from others is invaluable. There are so many companies represented, that we are able to learn from each other without worrying about giving away trade secrets! Being able to see how others use their technology is a huge plus- it's nice to hear the challenges others have faced and the creative ways they used the technology.”

Lindsey Weems , Call Center Manager, Pepsi Bottling Ventures


   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.