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Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.
Your Workforce Management Team - Friend or Foe?
Tuesday | 8:30 AM – 9:30 AM
Have you ever wondered just what those folks do in workforce management? Do they really help me and my team or are they in the business of saying 'no' to all my requests? Join USAA to discover new ways to embrace your inner workforce management curiosity in this session and learn how to create positive relationships with your workforce management teams and understand how to leverage the depth of information your workforce management team can provide you.
Using AI and Voice Analytics to Increase Efficiency
Tuesday | 11:00 AM – 12:00 PM
As a leading provider of health IT solutions, BPO services and consulting, Cognosante prides itself on maintaining secure and effective contact centers for its clients. Learn how they leverage natural language processing (NLP) and AI-driven voice analytics to increase team efficiency and meet the highest of information security standards. Michael will also share best practices, such as Cognosante's powerful routing rules, and provide key learnings for running a cloud-first, innovative contact center in this engaging session.
WFM Forum: Share Your Tips, Tricks, and Ideas
Tuesday | 12:15 PM – 1:15 PM
Tim Montgomery, Vicki Herrell, Todd Hixson, Susan Resendez
Workforce management is a complex and complicated specialized profession: part art, part science and sometimes a bit of magic. Whether you're experienced or a newbie, come join this meeting of the minds to share ideas and ask questions among your WFM peers. Our experts will bring their best practices for a show and tell, but the floor is all yours and the discussion will go wherever the group takes it. Join the experts to share your best practices and gain insight on ways to address your biggest WFM challenges.
Optimization--What's In It For Me?
Tuesday | 1:30 PM – 2:30 PM
Are your WFM and operational teams often at odds? In this straightforward presentation, you will see how optimization not only benefits customers, but how balanced optimization increases opportunities for agent development and off-line activities utilizing schedules in a higher level of efficiency. Learn about "extreme" optimization techniques, and glean tips for agents and coaches on how to make their days more productive while alleviating stress. You will walk away with a toolkit that promotes
cross-functional collaboration and instills understanding beyond, "because your mother said so."
10 Knowledge Management Best Practices That Lead to Success
Wednesday | 10:30 AM – 11:30 AM
Successful knowledge management is more about people and process than technology. Explore the key principles and core concepts that other organizations 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.
2018 Contact Center Benchmarking Results - See How You Stack Up!
Wednesday | 11:45 AM – 12:45 PM
This presentation will demonstrate through case studies how benchmarking enables contact centers of all types to optimize their performance. The results of MetricNet's 2018 Global Contact Center Benchmarking Initiative will be summarized in this presentation. Additionally, the Benchmarking Methodology will be discussed, the KPI's used for Contact center benchmarking will be defined, and you'll receive performance data from more than 280 contact centers worldwide.
Balancing Training with Skills Based Routing
Wednesday | 1:00 PM – 2:00 PM
We've all heard the saying, jack of all trades - master of none, and none of us want that to be the case as we train and evolve our agents across multiple channels or skillsets. But, how do we do that effectively? In this session, you'll hear how US Bancorp evolved their training and onboarding process in a way that fosters agent development to a high degree while avoiding information overload. Learn about their 150 day road map, evolved structure, and new approach to training for ideas on gaining better balance in your training program.