Solutions Spotlight Sessions - Contact Center Expo & Conference

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Solutions Spotlight Sessions

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Spotlight on What's Hot and Happening in the Contact Center World

Spotlight on What's Hot and Happening in the Contact Center World

Monday | 5:40 PM – 6:05 PM
Solutions Spotlight Theater
Fancy Mills, Todd Piccuillo

Sponsored by:
ICMI
Join ICMI to learn what's hot and happening in the Contact Center world. We'll discuss trends, topics, training that everyone is talking about and how to get access to the tools to improve contact center operational and team performance.

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Why 'The Exponential' of Emerging Technology Matters to You

Why 'The Exponential' of Emerging Technology Matters to You

Monday | 6:15 PM – 6:40 PM
Solutions Spotlight Theater
Alice Deer

Sponsored by:
Genesys
Our children have never used a phone booth and yet, we are still using business tools as if consumer behavior has remained the same over the last two decades. Come listen to to get a Fun and Fast reminder of why the shift in consumer behavior matters to you. Perhaps, getting hit in the back of the head with exponential change will help you change your mind about your customer strategy in the Roaring 20's.

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How to Use Benchmarks to Drive Success

How to Use Benchmarks to Drive Success

Tuesday | 10:15 AM – 10:40 AM
Solutions Spotlight Theater
Justin Robbins

Sponsored by:
Talkdesk
In this session, contact center expert Justin Robbins will reveal the findings of Talkdesk's latest contact center benchmarking study and provide tips and tricks for how to best use benchmarks to drive results in your organization.

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Customer Engagement – It's Personal for Customers AND Agents

Customer Engagement – It's Personal for Customers AND Agents

Tuesday | 10:50 AM – 11:15 AM
Solutions Spotlight Theater
Max Ball

Sponsored by:
RingCentral
The secret to a successful customer engagement is making the contact personal, when you show a customer that you know who they are and why they are reaching out, you solve the problems faster which is always the customer's first priority. For agents its personal too, when agents are connected with customers who have questions they can answer, and when agents get the training and feedback they need to do their job, their satisfaction raises, they don't churn, and they provide the best possible face for your organization, join us to understand what it takes to make every interaction personal for both the agent and the customer.

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Elevating the Customer Experience at Hershey

Elevating the Customer Experience at Hershey

Tuesday | 1:15 PM – 1:40 PM
Solutions Spotlight Theater
Marco Ritchie, Jen Jackson

Sponsored by:
Serenova
Serenova's VP of Customer Success, Jen Jackson, sits down with Marco Ritchie of Hershey's Workplace Solutions team to share real-life, practical advice for driving contact center innovation to deliver exceptional customer experiences. By eliminating silos of customer data in various systems, Hershey is focused on achieving organization-wide goals through the consolidation of disparate systems and an investment in cloud-based technologies. In this interactive session, Marco will also provide insights into how they made the transition to the cloud and share plans for continuing to future-proof their customer experience.

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How to Deliver Personalized Experiences your Customers Expect

How to Deliver Personalized Experiences your Customers Expect

Wednesday | 10:15 AM – 10:40 AM
Solutions Spotlight Theater
Timothy Richter

Sponsored by:
Twilio
How are companies like U-Haul and EZ Cater designing new and more efficient ways to interact with their customers free from the restrictions of pre-packaged software? What can they uniquely achieve from collaboration between the business unit and web developers? Join us to learn how Twilio is disrupting the contact center industry with a 100% programmable contact center platform. You'll come away with a new appreciation for the power of programmability to delight

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Creating and Measuring Great Omnichannel Journeys

Creating and Measuring Great Omnichannel Journeys

Wednesday | 10:50 AM – 11:15 AM
Solutions Spotlight Theater
Ted Hunting

Sponsored by:
Bright Pattern
As much as the term "omnichannel" has been used—and overused—it is surprising that so few companies are actually offering it. In this era of business disruption, effortless personal omnichannel is the key to winning yet Gartner estimates that only five percent of companies today are offering true omnichannel. So how do you get started? This session will give you the keys to getting started with omnichannel and specific ways to measure and ensure a consistent experience across all channels.

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Give Your Agents Something They Actually Need - A True 360° Customer View

Give Your Agents Something They Actually Need - A True 360° Customer View

Wednesday | 11:25 AM – 11:50 AM
Solutions Spotlight Theater
M-C Reid

Sponsored by:
Appian
Your agents lack the single most important element of providing great CX – a true 360° customer view. In this session, learn how to deliver a technology enabled, content driven, and customer focused view that empowers agents with the data and insights needed to deliver amazing CX.

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Fostering Customer Loyalty - How WMPH Equips Agents for Success

Fostering Customer Loyalty - How WMPH Equips Agents for Success

Wednesday | 12:00 PM – 12:25 PM
Solutions Spotlight Theater
Jason Wieser

Sponsored by:
8x8
Every time customers contact you, it's an opportunity -- to make a new sale, or to address an issue and make customers happy. How can you ensure these opportunities translate to success? Discover how WMPH fostered customer loyalty, and their company's success, by equipping their agents for success. Upon realizing their legacy contact center solution hampered their mission of "making people happy", WMPH set out to remove the roadblock. Discover how they addressed their challenges using a cloud-based solution that equips them to deliver an outstanding customer experience, every time.

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Improving Customer Experience and Agent Morale- An onPeak Case Study

Improving Customer Experience and Agent Morale- An onPeak Case Study

Wednesday | 12:35 PM – 1:00 PM
Solutions Spotlight Theater
John Hunt, Murph Krajewski

Sponsored by:
Sharpen Technologies
onPeak, the world's leading provider of accommodations for the events industry recently overhauled their customer experience transitioning to a cloud-based, omni-channel platform. Join Senior Director of Operations, John Hunt, as he discusses their initiative and incredible results including: a 95% customer satisfaction rating, 75% hold times reduction, expenses cut by a third, improved employee morale & agent sick time cut by 60%. Listen in as Sharpen's Murph Krajewski talks to John to uncover the tactics he used to improve their customer, and agent, experience while improving the efficiency in other departments in the organization.

I have been attending these conferences over 8 years and each time they are more informative and enjoyable. I always bring action items back to the agency.

Esther Edmonds, Contact Center Manager, U.S. Government Printing Office

Sponsors

   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.