Supercharge Your Strategy Sessions
Choose a Conference Track:
In the midst of the day-to-day fire drills inherent in most contact centers, making time to consider strategic issues can be a challenge for contact center leaders. This program offers the perfect opportunity to step back and evaluate whether your current strategy is maximizing your potential. Sessions in this track will highlight key success factors for centers small and large, including tips to get the recognition, respect, and funding your center needs.
Channel Check: The Path to Omnichannel in the Contact Center
Tuesday | 11:30 AM – 12:30 PM
As the number of customer contact channels and self-service options increase, so does the need for a streamlined, unified customer experience. By developing a functional omnichannel strategy, contact centers can build a customer experience that meets the growing demands of their customers. In this session, Scott Sachs will map out the path toward a fully optimized omnichannel strategy -- people, process, and technology -- that successfully streamlines all customer channels.
Leaning Into Agent Experience: Elevate Your CX With a Deliberate Focus on AX
Tuesday | 2:00 PM – 3:00 PM
Organizations are increasingly aware of the fact that they are competing on experience more than any other factor; but how do we create these great customer experiences? With Agent Experience, of course! Agent Experience is impacted by how much your Contact Center employees feel empowered, efficient, effective and appreciated. Join this session to learn how leading in Agent Experience will drive a winning Customer Experience. Plus, walk away with tactical advice to begin creating a stellar AX for your organization!
MOOving on up - The Story of Growth From An Award Winning Contact Center
Tuesday | 3:15 PM – 4:15 PM
Daniel Moross, Doreen Berard
Join Dan and Doreen as they share how MOO grew their contact center from 1-to-100 people in a short period of time, winning awards, gaining super-fan customers and maintaining high employee engagement along the way. They will share the highs and lows, the mistakes and learnings from their journey from a small to a medium contact center. Expect to hear about a variety of areas - from people & culture to policy & process, from systems & metrics to voice of the customer. You will walk away with Inspiration, ideas, tips and challenges associated with: building an engaging culture, that lasts as you grow; selecting and onboarding new software and systems; sharing customer insight from the contact center with the rest of your business capturing, tracking and utilizing customer feedback and CS metrics.
Collaborate and Listen - Breaking Down Silos in Your Organization
Tuesday | 4:30 PM – 5:30 PM
Todd Hixson, Michael Kohutich
Most contact centers get internal visitors periodically, but very few take full advantage of the opportunity this affords. In this interactive session you'll hear how Hulu developed an actual learning plan to reflect the culture and business importance of the contact center. Learn how to break down silos and create an atmosphere where folks want to visit the call center, and where agents want to partner with other parts of the company. Discover how to frame contact center KPIs in ways others can relate to, and effectively illustrate the intricacies and challenges involved in providing excellent customer service. You will walk away with an action plan to improve partnership across the organization and increase engagement for your agents while solving for your customers in a truly collaborative light.
Preparing Your Agents for Threatening, Accusatory, and Emergency Calls
Wednesday | 1:30 PM – 2:30 PM
The beauty of working in a contact center is that every contact is unique and unpredictable, but some callers go completely off script by threatening self-harm or mass violence, accusing the organization of criminal activity, and even reporting discrimination or sexual harassment. Are your agents prepared to take the appropriate action? Join Andrew Gilliam in a discussion about how to prepare your agents for when callers inevitably cross the line from challenging to emergency. In this session, attendees will share their personal stories about critical contacts and together well formulate the best methods for preparing agents to respond.
How AT&T is Driving Improvements in Agent Retention, Customer Experience and FCR in Their Philippine Contact Centers
Wednesday | 2:45 PM – 3:45 PM
Mark Miller, Nathan Watt
Please join Mark Miller, Practice Leader, Customer Service Advisory for J.D. Power and Nathan Watt, AVP Transformation, AT&T, as they share effective solutions to the challenges of working with outsourced partners overseas. Through better understanding of, and engagement with, new hires, AT&T has implemented some specific strategies that are driving down agent attrition significantly. In addition, focused efforts around training, QA and coaching has shown improved results in NPS, CSAT and FCR. Session attendees will get insights on innovative hiring, onboarding and training strategies that get results, as well as keys to success when changing agent behaviors to be more customer focused. This session will help any customer care executive understand keys to maximizing the customer experience in an outsourced environment.
Building a World-Class Agent Experience Program
Wednesday | 4:00 PM – 5:00 PM
In recent years, the primary focus in the contact center industry has been on improving the Customer Experience. What hasn't been adequately addressed is the role that Employee Experience and more specifically, Agent Experience has in driving CX. In this interactive session, you will learn about best practices and ways to build a mature Agent Experience program that's capable of delivering outstanding results. With the right leadership, people, processes, and technology in place, a world-class Agent Experience program can ensure that service and support teams become a critical competitive advantage for any organization.