Maximize Productivity Sessions
Choose a Conference Track:
Contact centers are perennially charged with providing high levels of service while minimizing expense. Achieving these competing goals requires an operation that runs at optimal efficiency. Sessions in this track provide insights on maximizing the productivity of the people, processes, and technologies at your disposal. Learn critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.
Boosting Chat Conversions with Augmented Intelligence
Tuesday | 11:30 AM – 12:30 PM
Jenny Craig has discovered that online chat is an extremely effective channel to engage customers and drive conversion rates. But how can you consistently represent the brand voice, speak the customer's language, and improve conversions in such a challenging medium? By turning to augmented intelligence, they leveraged deep insights about chat behaviors that boosted conversions by 30% over 1 1/2 years. Learn how Heidi and her team have enhanced their chat agents with powerful analytics, allowing them to be more productive and successful in their roles.
Who's Training the Trainer?
Tuesday | 11:30 AM – 3:00 PM
G Todd Gladden, CWPP
In many instances, our Training Instructors are brought into the organization because of their high level of job-specific, content knowledge. Many are left to hone their delivery, leadership and communications skills on the platform in the classroom, which can have dangerous implications to your workforce and training ROI. Developing basic Standards of Instructor Competency and Quality lays the foundation for excellence in learning in the classroom. How do you assess the effectiveness of your training interventions? Shouldn't we be assessing the effectiveness of the individuals "leading" the students to learning? In this session you will learn how a simple Instructor Observation form can be developed to allow consistency and calibration of observations, as well as documentation for their performance management.
Developing a Roadmap for Operational Improvement
Tuesday | 9:00 AM – 10:00 AM
Location: Conference Hotel
We all want to boost results and drive efficiency, but how do you identify and prioritize the areas of highest opportunity and potential impact within your center? During this interactive hour, you'll gain insights on how to do a comprehensive assessment of your current operations, including organizational alignment, quality assurance, performance management/coaching, workforce management, knowledge management and more. Based on principles used in ICMI consulting, this session will arm you with tools and practical next steps to identify and tackle the challenges that will have the greatest impact on your contact center's success.
Automated Quality Management – Why Large Contact Centers Should Pay Attention
Tuesday | 3:15 PM – 4:15 PM
Kristy Powers, Jon Levenhagen
Join Jon and Kristy in this dynamic fireside chat where they take you through the journey of how automated quality management could be a great solution for your large contact center. Jon will share how American Family Insurance has implemented AQM and the challenges, obstacles and benefits of using it in their contact center. As Navy Federal considers AQM for their organization, Kristy will delve into how AFI was successful and what information she should know as they consider a similar path.
The Hitchhiker's Guide to Building Successful Workforce Management Process and Structure
Tuesday | 10:15 AM – 11:15 AM
Location: Conference Hotel
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.
Eliminate Waste and Free Up Capacity to Increase Strategic Value
Tuesday | 4:30 PM – 5:30 PM
To improve overall performance and ensure that support professionals focus on more value-added activities, waste must be eliminated from processes. In this hands-on session, you will learn about the 8 Forms of Waste and be armed with ways to reduce and eliminate them from the support center. By doing so, operational efficiency and effectiveness will be improved, freeing up capacity allowing for more value-added, strategic opportunities to be tackled. Through videos and hands-on time working with Lego, these 8 Forms of Waste will be shared where you can identify opportunities to reduce and eliminate waste in your organization - turning your operations into Continuous Improvement Centers.
Evolving a Contact Center for Today's Challenges
Wednesday | 1:30 PM – 2:30 PM
Angelo Arezzi, Thomas Farrell, Raymond Symonds
Web.com has undergone many evolutions as a business over the years. This has been driven by many acquisitions, change in their market, and changes to their technology philosophy. This interactive panel with Web.com's Senior Leadership team will walk through their evolution along with aligning that to the basic tenants of operating a call center in an environment where technology is rapidly changing and most companies have limited budgets. Topics to be discussed include: 1. Basic blocking and tackling (Answer the Phone) ; 2. How to innovate with no budget (Evolve your Support); 3. Building Leaders and Supporting their Growth (Career Pathing and Training) ; 4. How to cope with changes in the economic climate and the rise of the "Gig" Economy(Recruiting and Outsourcing)
Test Your WFO Knowledge – Play WFO Jeopardy!
Wednesday | 2:45 PM – 3:45 PM
Ready for some fun and interaction with your fellow attendees? Are you a contact center guru, a forecasting wizard, or just someone who's excited to learn? Come to this interactive session to play Jeopardy and test your knowledge of workforce optimization! Everyone can participate and win great prizes!
Using Surveys and Metrics to Improve Your Contact Center
Wednesday | 4:00 PM – 5:00 PM
Atlantic Ballroom 3