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 22, 2024. Standard + Workshop + Site Tour Pass required.
View Passes & Pricing
Pre-09
Courageous Cultures: Encourage Courage and Solve Problems Faster
Tuesday | 12:30 PM – 3:45 PM
Karin Hurt
Based on ground-breaking new research in innovation and problem-solving, you'll learn what leaders like you are doing to build more creative and solutions-oriented teams. Teams who don't just bring you more ideas, but practical, ideas you can use to make work, work better. You'll explore the root causes of FOSU (fear of speaking up) and ways to turn your team's fears and frustration into practical innovation. You'll learn easy-to-use tools and techniques to empower solutions-thinking and customer-focused problem solving; how to respond to wacky ideas without crushing your team's hearts and spirits; and techniques to encourage courage and deeper dialogue up, down, and sideways. The Courageous Cultures Collaboratory is more than just a learning experience--it's an interactive journey that will challenge and equip you with tools, best practices, and daily habits to lead a cultural transformation in your organization. By attending, you'll not only gain invaluable insights but also practical, scalable solutions that will make work, work better for everyone. Join us to become the champion of change your contact center needs.
Pre-10
Alternative Thinking on CX Metrics
Tuesday | 12:30 PM – 3:45 PM
Jim Tincher
In this session, join Jim Tincher, CCXP, as he challenges conventional wisdom and shares insights on how to use non-traditional metrics to track and optimize the customer experience. You'll learn and discuss how to go beyond the typical metrics like Net Promoter Score and Customer Satisfaction and use alternative data sources to gain a more comprehensive understanding of key indicators to take your CX program to the next level of success.
Session Takeaways:
Link to Business Value – Identifying seven common metrics to show the financial value of your CX program – and one to avoid.
Identify an Emotional North Star – In most experiences, emotions are the best predictors of customers' behaviors, so why not measure them?
Connect the Customer Ecosystem Data – Behavioral and Operational data are some of the best ways to measure the customer journey, and they're also how the rest of the business communicates; learn how to incorporate this into your CX measurement.
Pre-11
The Principles of Effective Contact Center Management
Tuesday | 12:30 PM – 3:45 PM
Brad Cleveland
In this workshop, Brad Cleveland, author of the industry’s top-selling book, Contact Center Management on Fast Forward, walks you through foundational principles that will serve you well for the rest of your career. He’ll cover the driving forces in contact centers, introduce a proven planning and management process, identify key immutable laws, outline the components of quality, highlight the seven essential measures/objectives you most need to focus on, and cover ways to boost the strategic value of your team and contact center. Whether you’re a new manager looking for a roadmap or a veteran in search of a dependable refresher, this session provides the essential knowledge and confidence you need to succeed in today’s fast-changing environment. You’ll also receive a full complement of helpful supporting resources to take back to your teams.
Pre-12
Mastering the RFP Process: Strategically Procuring AI for Your Contact Center
Tuesday | 12:30 PM – 3:45 PM
Steve Campbell
Dive into the essentials of the Request for Proposal (RFP) process tailored specifically for AI enhancements in your contact center. This workshop equips you with the framework and tools to effectively lead RFPs, ensuring you select the most suitable AI solutions for your needs. You'll gain practical hands-on experience in:
• Defining your use case(s) and AI needs.
• Creating user stories and identifying dealbreakers.
• Drafting an RFP for AI vendor evaluation.
• Developing an RFP scoring matrix.
• Creating a demo script and organizing vendor demos.
• Scoring vendor responses and demos.
Join us for an interactive session where you'll learn and apply the steps of the RFP process, leaving with a solid action plan and the confidence to effectively procure AI solutions. This workshop is ideal for professionals seeking a proven approach to integrate AI into their contact centers.