Event Type : CC EAST Day 2

Registration Items Hosted By:

Featured Demonstration Hosted By:

As customer expectations evolve, organizations respond by quickly deploying new technologies. However, great brands know they can’t rest on technology innovations alone to inspire customer loyalty. In fact, the more technology we have, the more we need human beings – there are things technology can never provide. Our customer service agents must become customer experience experts. By the time the customer talks to a human being, they need an expert in product/service, someone who can solve complex issues, and make a personal connection. Technology and people must be equal partners. Your technology might be ready, but are your people?

Key Take-Aways:

• Technology Is Empowering – Insight on why technology isn’t replacing people; it’s empowering them to become experts and provide the customer with a better experience
• Becoming an Expert – Blueprint to why an agent’s skill must change as fast as new technologies – and how to help all call center agents understand the changing marketplace, customer expectations, and skills that distinguish an expert from an agent
• Managers Lead Change – Guide to why the transformation from call center agents to call center experts doesn’t just happen and how managers must lead agents through the necessary mindset and skillset changes to make the switch

In these dynamic times for customer engagement, we must ensure we leverage the customer metrics that matter most. Unfortunately, data alone won’t drive the transformation required to win and often can generate an environment that supports conflicting priorities. Embracing a ‘client-first’ metrics-driven approach enabled HBC to dramatically improve quality and costs to expand a legacy of service, quality, and style in today’s retail environment.

Key Take Aways:

• Best practices for identifying the priorities of your customers throughout their journey
• Ways to generate insight from contact center metrics to grow customer preference and loyalty
• Insight on translating metrics to create the stories that engage the organization to strategic action

Featured Demonstration Hosted By: ServiceNow

We’re in a new decade with consumer expectations higher than ever – and the proof is to simply think for a moment about how we personally act as consumers. Experiences are everything these days, in what is being called the “Experience Economy.” Learn how you can position your organization to thrive by delivering experiences that exceed the expectations of your customers.

Key Take-Aways:

• • Fresh insight on the importance of delivering quality experiences at every customer touchpoint
  • Best practices for driving personalization and customer loyalty in the new Experience Economy

Employee effort has an impact of cost and the customer experience. The ability to quantify that cost of impact helps drive a business case for change. Come learn how forward-thinking practitioners are using new data points, tools and techniques to cast new light on existing KPIs.

Key Take-Aways:

• Insight on the metrics that matter – where are the gaps in traditional measures as they effect employee effort and experience
• Guide to why all the data matters … use corroborating sources to guard against misinformed analysis; watch out for patterns that reveal lowest common denominator rather than best practice by majority
• Blueprint of how are the benefits realized by the business, IT and the customer – focus on application of the data; what are the planned outcomes for IT, business, employee & customer

The race to perfect customer experience left the employee behind. The self-service experience is simpler, automated and more intuitive. Employees, on the other hand, are dealing with product and service complexity while battling cluttered desktops and manual processes. Failure to recognize the link between employee and customer experience is costing you customers and profit. Join this session for a discussion on intelligent automation as a way to unburden agents of complexity and optimize customer experience.

Key Take-Aways:

• Industry insights into the current and future agent engagement landscape
• Latest trends in intelligent automation technologies for the contact center and their impact on interactions
• Five best practices you can pursue to optimize your agent and customer experience

With virtually all companies regardless of size, region or vertical actively involved in digital transformation, it means we all are painfully aware of the disruption large scale change can create. This is especially problematic within the contact center as it has the greatest impact on both Customer Experience (CX) and Employee Experience (EX). In fact, many companies already experience near-constant disruption trying to keep up with new trends.  Learn the ‘one’ thing all next-gen tech has in common and how your ability to understand it decides whether change remains disruptive or becomes transformative.

Key Take-Aways:

• Insight into how the addition of new technology & channels has altered the velocity and direction of data
• Guide to identifying where you are on the spectrum between disruption and transformation
• Framework for re-establishing data integrity so you can measure both efficiency and effectiveness (extremely critical for CX)
• Examples of ways you can prepare for change ‘right now’ without a ton of budget and that may even reduce the cost of your next-gen tech

By the time your customer reaches a live agent, they really need an expert. So, your agents better be ready. And their ability and skill set starts with YOU. Brands that will lead the next generation of CX in are the ones implementing a multi-pronged strategy that prioritizes both tech and people equally. CX guru and workplace coach, Gary Magenta, will lead you through an interactive diagnostic to evaluate your current customer experience strategy and introduce the steps on how to create customer loyalty for life.

Key Take-Aways:

• Insights on why agents are owners: today’s agents aren’t simply just information-givers, they are problem-solvers with the responsibility to fix the issues of others consistently. Leaders can help their agents live up to their new roles by empowering them with the knowledge, freedom, and confidence to solve issues the way they think best. The result – customer loyalty
• Blueprint of why managers are a priority: leaders need to ensure they are prioritizing their managers as much as they are prioritizing their tech integrations. Managers’ job and skills are evolving because the people on their teams are changing and they must coach their frontline agents in new ways in order to meet the needs and demands of CX in 2020 and beyond
• Guide to why your CX Strategy must always be evolving – to win in CX today; you need to have a twofold strategy that includes a focus on tech and people. Bots and automated tools are essential to thrive in CX, but the focus on the human element must not be sacrificed

Automation is the solution to solving some of the most complex issues affecting our industry today but it can also present some unique challenges. More than 60% of American’s believe automation will have a negative impact on jobs. In this session, learn about some of these challenges and real examples to help you overcome them.

Key Take-Aways:

• Insight to methods you can use to address challenges during the planning phase of your automation strategy and ensure your plan stays on course
• Steps you can take as a business leader to successfully shepherd your organization and people through automation projects
• Proven ways to address organizational resistance, and employee concerns to automation

Efficiency in the call center is expected – communicating the obstacles and gaining senior leadership buy in at the physician level can be challenging. This session will discuss how the centralized call center overcame negative PR, communicated process improvements and developed a sustainable recognition and celebration program with zero company funding.

Key Take-Aways:

• Case study in recruiting, hiring and motivating an engaged workforce
• Lessons learned with cross-training and cross-skilling contact center representatives
• Key findings and outcomes regarding executive level communication plans and roll outs that have delivered positive results – without breaking the budget

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

Hosted By: Acquire BPO, ServiceNow

We are all faced with numerous issues in the day-to-day challenges of our contact centers. The Six Sigma DMAIC process we will explore offers a methodical approach for being able to define the true issue clearly, analyze comprehensively in order to select an appropriate improvement solution, and control the implementation in order to ensure that you gain the expected benefits.

Key Take-Aways:

• • Guide to identifying when you know there is a problem, how do you understand what the problem really is
  • Best practices for picking the right tool(s) to solve the problem
  • Insight on how automation and AI be leveraged in problem solving
  • Tips and tricks to make sure that the selected solution is actually improving things

For those managing large contact centers – are you debating about your contact center  technology needs now and in the future? Are you struggling with how to ensure your enterprise contact center is always on the cutting edge of technology? Are you working on ensuring your customers’ experience never drops? Do you have all kind of data but not sure how to paint the picture you need to secure further investments in your contact center technology? If yes then you need to attend this session to walk away with how to secure those funds needed to take your enterprise contact center to the next level.

Key Take-Aways:

• Methods to mine and utilize existing data sources to fund new technology
• Pragmatic ways to select the best contact center technology for your existing and future contact center needs
• Insight into what the needs of the contact center of the future are
• Insight into how best to deliver and implement new contact center technology features to senior level executives

The best CX is one that is anticipatory, proactive, effortless and starts way before an interaction with the contact center. There are several other organizations in a company that contribute to the CX.  However, the contact center is a frontline organization that hears the voice of the customer firsthand.  More than any organization in a company, they have insights into how the company can improve the CX – within the contact center and beyond. How do you bring these disparate organizations together to create this seamless experience? How are VOC insights leveraged across the company – whether it’s marketing, product development, R&D, or even the management committee? This interactive session will explore practical ways to facilitate the sharing of these insights across the company, as well as unpack first-hand examples of the upstream impact of the contact center and how it can become a significant value add (strategic) to the entire company.

Key Take-Aways:

• Guide to developing a one-office design (integrated front and back office)
• Tips and tricks on how to help drive process and service/product improvements
• Insights into how to make the contact center a strategic contributor to the company
• Best practices for coordinating with organizational stakeholders
• Practical approaches to synch with product development, R&D, and marketing

Leveraging AI to improve customer experience is quickly becoming a contact center mandate, however the process and business case for moving forward remains murky. While some decision makers might rely on traditional drivers such as ROI and lower total cost of ownership, our recent primary research suggests that executives are increasingly attaching importance to the soft benefits of AI. This interactive session will explore the results from a recent AI Study and discuss large-scale deployments of conversational AI that support the research findings.

Key Take-Aways:

• Insight on the titles & departments involved in decision-making for AI implementation and the role it plays in transforming CX
• Hard & soft benefits of implementing AI for CX
• Guide to the overall executive-level impressions about budgeting, funding & measuring AI projects

We all want customers to enjoy the best possible customer service experience, while the enterprise incurs the least possible cost. But sometimes the “least possible cost” objective of workforce productivity and technology clouds our awareness of the human side of the equation. This roundtable session will discuss the effect of agent attitudes during service interactions and how these attitudes are increasingly regarded as an important consideration, as better agent attitudes can often be the difference between a mediocre and an exemplary service experience for your customers.

Key Take-Aways:

• Key findings of recent research on the agent experience regarding their preferences, opinions about technology, and contact center culture
• Insight on how these findings can affect agent attitudes in their daily work
• Techniques to improve the overall agent experience
• Fresh perspectives and strategies to help keep your agents happy and engaged

Your customers expect a personalized, effortless service experience. You want greater contact center efficiency. Shifting interactions from phone to self-service can achieve both goals—and we know this is easier said than done. Join this roundtable to discuss customer-centric strategies for providing the assistance customers need, when they need it, while also improving agent productivity.

Key Take-Aways:

• Strategies to increase customer self-service rates
• Best practices for creating and updating knowledge
• Insights on adopting Knowledge-Centered Service (KCS®)
• Perspectives on machine learning, mobile, digital workflows, and other technologies
• Lessons learned when integrating knowledge and communities with case management

KCS® is a service mark of the Consortium for Service Innovation™.

Featured Demonstration Hosted By: Cicero

The Fix on Tiered Care

Hosted By: Mireille Godin, Vice President, Customer Care, Xplornet Communications
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The Fix on Making B2B CX Personal

Hosted By: Steven Brophy, Director, Customer Care, Ameren
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The Fix on Small Contact Centers

Hosted By: Jamie Homen, Vice President, Customer Service and Support, CareerBuilder
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The Fix on Vendor Aggregation and Management

Hosted By: Alex McBratney, Vice President, Strategic Accounts, TechStyle Fashion Group
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The Fix on Raising NPS

The Fix on Must We Wow?

The Fix on Supporting and Managing Virtual Teams

The Fix on Handling Social Media Detractors

Are you interested in positioning your contact center as a competitive advantage? One key component is to integrate into your company’s overall digital strategy. But where do you start?  This session will arm you with best practices and lessons learned to accelerate your digital transformation and enrich your customer experience through the contact center.

Key Take-Aways:

• Guide to how the contact center plays a critical role within a modern digital experience
• Best practices for combining the best of the two worlds: Human Ingenuity and Artificial Intelligence
• Insights into how CX digital transformation will have a longer-term impact on the contact center

Cap off the day with newfound friends over cocktails & hors d’oeuvres!