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Half-Day Workshops

Spend the morning on one of our exciting site tours followed by an afternoon of learning with the best in the contact center industry. Half-day workshops take place on October 17, 2023. Premium Pass required. 

View Passes & Pricing

Pre-12

AI for the Contact Center: Navigating the Path to Success* 

Tuesday | 12:30 PM – 3:45 PM
Steve Campbell

This workshop will provide you with insights, tools and strategies to choose the right AI solutions that align with your center's unique needs. From defining requirements to creating user stories, drafting RFPs and evaluating vendors, this workshop will guide you through the decision-making process, empowering you to make informed choices. Specific areas of focus will include: Defining your AI/automation requirements. Creating use cases and identifying dealbreakers. Drafting an RFP for AI vendor evaluation. Developing a scoring approach and toolkit for vendor evaluation. Organizing vendor demos. Asking targeted questions. Scoring vendor responses and demos. Don't miss this hands-on opportunity to learn practical techniques for evaluating AI vendors, thus enabling you to make informed choices and find the perfect AI solution for your contact center.

*In order to prepare for the upcoming course, please be prepared with the following items.

  • Laptop (or a friend with one)
  • Comfortable working with Word and Excel (not ninja-level, just comfortable)
  • Free ChatGPT account (chat.openai.com)

Pre-13

WFM for the Contact Center: Superior Scheduling and Forecasting for the Modern Agent 

Tuesday | 12:30 PM – 3:45 PM
Juanita Coley

If every vendor says yes, who’s telling the truth? How do you know? This workshop will provide you with the insights, tools, and strategies for selecting a workforce management (WFM) solution for your contact center and getting it right the first time! From defining requirements to creating user stories, drafting RFPs and evaluating vendors, this workshop will guide you through the decision-making process, empowering you to make informed choices. Specific areas of focus will include: Defining your WFM requirements. Creating use cases and identifying dealbreakers. Drafting an RFP for WFM vendor evaluation. Developing a scoring approach and toolkit for vendor evaluation. Organizing vendor demos. Asking targeted questions. Scoring vendor responses and demos. Don't miss this hands-on opportunity to learn practical techniques for evaluating WFM vendors, thus enabling you to make informed choices and find the perfect WFM solution for your contact center.

Pre-14

How to Choose Your Best-Fit CX Vendor 

Tuesday | 12:30 PM – 3:45 PM
Skip Picciano

During this workshop, participants will learn how to define the requirements for contact center technology in teams while avoiding mistakes that lead to misaligned expectations of critical stakeholders. They'll discover how to leverage clearly defined use cases to only bring in functionality that is relevant while avoiding limited or vague RFI/RFP questions for CCaaS platform providers. Equally important, they'll learn how to thoroughly investigate the vendor marketplace and ecosystem and, crucially, avoid vendor product demonstrations that don't provide the level of detail needed for stakeholders to determine which product will best meet their use-case requirements. Participants will leave this workshop with the ability to: Build an evaluation team for CX transformation Avoid mistakes by ensuring requirements and capabilities are aligned Develop concise and relevant RFI/RFP questions using a "WALK-RUN-FLY" approach Manage a proof-of-concept by leveraging a mix of relevant use cases Identify what success looks like for the CX stakeholders Compare providers' service differentiators by examining customer, partner, and developer communities for insights into service management, product direction, and value-add to the CCaaS offering.

Pre-15

Charting New Paths: The Challenges and Opportunities for Crisis Centers

Tuesday | 12:30 PM – 3:45 PM
Speakers: Todd Piccuillo and Tim McElgunn

Between 2010 and 2021, more than 500,000 lives were lost to suicide in the United States alone. In the summer of 2022, the federally mandated crisis number – 988 – went live and contacts surged. Year over year, from July 2022 to July 2023, the more than 200 local- and state-funded crisis centers took almost 5 million contacts; of that, 2.6 million were calls, more than 740,000 were chats, and more than 600,000 were texts. Overall, this surge represented a 45% increase in contacts over the previous year.

How are crisis centers coping with this surge in demand? In this workshop, we aim to consider the unique challenges and opportunities facing crisis centers, including:
  • Expanding staffing to meet demand
  • Meeting high KPIs set by crisis center leaders
  • Addressing crisis centers’ unique workforce management needs, including alternate approaches to average handle time and first call resolution
  • Implementing best practices for scheduling and ensuring 24x7 coverage across multiple channels, particularly for small teams and/or teams of volunteers
  • Managing burnout for crisis center counselors
  • Selecting and implementing technology platforms to support moving to a virtual workplace

Join us for an afternoon of panel discussions and roundtables with proven crisis center leaders, and walk away with the insights you need to optimize your crisis center’s performance. Speakers include:

  • Stephanie Grosser, 988 Tech Lead, SAMHSA
  • Laura Clark, Sr. Director, PRS, CrisisLink
  • Brianna Green, Director, PRS, CrisisLink
  • Ariel Gordon, Hotline Director, Everymind
  • Sam Rosenblum, Hotline Technical Operations Manager, Everymind

 


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