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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.


Session 106

Boosting Chat Conversions with Augmented Intelligence

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
Heidi Rote

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.

Session 206

Who Is Training the Trainer?

Tuesday | 1:30 PM – 2:30 PM
Location: Conference Hotel
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.

Session 306

Automated Quality Management – Why Large Contact Centers Should Pay Attention

Tuesday | 2:45 PM – 4:15 PM
Location: Conference Hotel
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.

Session 406

Eliminate Waste and Free Up Capacity to Increase Strategic Value

Tuesday | 4:00 PM – 5:30 PM
Location: Conference Hotel
Chris Hanna

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. Once you have a good understanding of the 8 Forms of Waste, you can identify opportunities to reduce and eliminate them in your organization - turning your operations into Continuous Improvement Centers.

Session 506

A Journey Through Culture and Workforce Transformation at ADT

Wednesday | 1:30 PM – 2:30 PM
Location: Conference Hotel
Thomas Woods, Joseph Clavon, Jason Tidwell, Brad Cleveland

This interactive panel of the senior leadership team from ADT will illuminate their five year life cycle and how they transformed their culture, processes and systems. Brad will lead the team through an in-depth discussion and help bring to light how ADT not only transformed their thinking and approaches, but increased workforce productivity as a result.

Session 606

Test Your WFO Knowledge – Play WFO Jeopardy!

Wednesday | 2:45 PM – 3:45 PM
Location: Conference Hotel
Vicki Herrell

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!

Session 706

Make the First Call Count with Predictive Phone Intelligence

Wednesday | 4:00 PM – 5:00 PM
Location: Conference Hotel
Todd Meeks

The voice channel remains the most important communication method for critical and sensitive customer interactions. Outbound calling is often used for the most complex issues or important information. However, the efficacy of phone communications has eroded, with plummeting right-party contact rates due to constantly changing consumer data, errant call blocking and spam mislabeling, and calls occurring at inopportune times or to phone numbers that are no longer typically used by the consumer. New predictive phone intelligence is changing the way organizations can effectively reach their customers. Derived from direct relationship with telecom providers, this intelligence enables organizations to supercharge outbound dialing by prioritizing dialing strategies, determining the right number to use and best time to contact the consumer while mitigating improper call blocking and spam mislabeling. Join this informative session to learn how organizations are drastically improving right-party contact rates—and consumer satisfaction—through unique phone behavior intelligence and trusted caller solutions

8 Tips for Developing Meaningful Customer Satisfaction Surveys

8 Tips for Developing Meaningful Customer Satisfaction Surveys

Tuesday | 1:00 PM – 1:45 PM
Digital Experience
Wendy Fowler

To provide excellent customer experiences, companies must listen to their customers as primary means of doing so is through customer surveys. Surveys are of little use if their response rates are low or the questions are not framed appropriately. In this session, you will learn best practices you can employ to help improve the value of the information you receive from your surveys and increase your organization's survey response rates. You will learn the difference between customer experience, customer satisfaction and customer engagement and the metrics commonly used to measure each of them.

Eliminate Waste and Free Up Capacity to Increase Strategic Value

Eliminate Waste and Free Up Capacity to Increase Strategic Value

Wednesday | 2:00 PM – 2:45 PM
Digital Experience
Chris Hanna

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. Once you have a good understanding of the 8 Forms of Waste, you can identify opportunities to reduce and eliminate them in your organization - turning your operations into Continuous Improvement Centers.

How to Use Metrics that Sustain Long Term Relationships

How to Use Metrics that Sustain Long Term Relationships

Wednesday | 4:00 PM – 4:45 PM
Digital Experience
Roy Atkinson, Andrew Gilliam, G Todd Gladden, CWPP

Contact centers are swimming in data, and while there are countless tools available for parsing and presenting that data, telling a story that builds and sustains long-term relationships is more art than science. In this panel discussion, Roy Atkinson, Andrew Gilliam, and Todd Gladden will discuss the key metrics that define today's increasingly channel-diverse contact centers, share advice and techniques for using data to craft compelling stories that keep stakeholders engaged, and answer your burning questions about metrics, analytics, and storytelling.

Protecting Your Recruitment Investment by Gamifying Onboarding

Protecting Your Recruitment Investment by Gamifying Onboarding

Tuesday | 2:00 PM – 2:45 PM
Digital Experience
Gina Montague

A new hire's decision to stay with a company long-term is made within the first few months of employment. A great first impression is more important than ever! Recruiting and onboarding can be an expensive process. Your new hires are key to our future success are you protecting and nurturing your recruitment investment? Onboarding is the perfect opportunity to make a positive, lasting impression on a new hire. During this session you'll learn how Infinite Campus created a gamified onboarding experience that involves the team and new hire.

Staying Connected while Leading a Remote Team

Staying Connected while Leading a Remote Team

Tuesday | 2:00 PM – 2:45 PM
Digital Experience
Gina Montague

Are you managing a team that is now working from home? In 2020 most organizations had to radically change their work environment making the need to keep the team connected even more challenging. How do you lead and/or manage a team needs to be consistent and requires strong leadership to keep your team connected. In this session, we will discuss ideas to keep your team engaged and motivated to continue to delivery stellar service, no matter where they are working.

Test Your WFO Knowledge Play WFO Jeopardy

Test Your WFO Knowledge Play WFO Jeopardy

Tuesday | 4:00 PM – 4:45 PM
Digital Experience
Vicki Herrell

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!

Who Is Training the Trainer

Who Is Training the Trainer

Wednesday | 1:00 PM – 1:45 PM
Digital Experience
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.

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