Event Type : CCV Feb4 Day 4

Whether fueled by a pandemic or driven by necessity, digital transformation is a constant.  Evolving technology and an increasing focus on the need for security are at the heart of every customer’s priority list. How well you anticipate their needs is paramount. There’s synergy in meeting a customer where they are on their journey and preparing your support team to adopt the necessary flexibility for successful outcomes.

Call to Action:

• Align your team for accelerated change starts with trust, communication, and transparency
• Prepare your team with the right mindset and support system
• Leverage your customer knowledge and learn how to drive them toward effective, collaborative results

You have everything you need to take your agents to the next level. You just have to provide them with the visibility to it: your data. This interactive discussion will explore how to unlock the cultivation of better agent performance and experience.

Call to Action:

• Level your agents up to deliver a superior customer experience
• Execute on the analytics and agents working together

Many contact center managers think that non-voice channels are a replacement for the voice channel. Don’t make the same mistake. Nothing will replace voice because of the emotional connection it allows. Multichannel messaging is the best of both worlds, and offers a powerful way to manage high volume, but only when used correctly.

Call to Action:

• Avoid the common pitfalls of omnichannel deployment with a lesson on using proactive multichannel care
• Reduce resource-load and improve CSAT in your contact center

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Are CX and business results perceived as a tradeoff at your organization? This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and feeling during their experience journey and what they do as a result of that experience. This well-rounded story gives us powerful insights to optimize the balance between enhancing customer experiences and delivering business results.

Call to Action:

• Execute on your customer’s expectations
• Use balanced scorecards to gain the full story from the customer view and business view
• Optimize the balance between experience improvements and business outcomes

Augmented reality (AR), oft-confused with virtual reality (VR), is technology that overlays computer generated images onto the user’s view of the real world. This mix of reality and virtuality is where the value proposition lies – blurring the lines between today and possibilities of tomorrow for an immersive consumer experience and customer support.

Call to Action:

• Identify how AR technology can be leveraged to solve your real business needs
• Plan for how AR can have a meaningful impact on the E2E customer journey

It’s not easy to nurture – much less strengthen and grow – your client relationships and your authority in the midst of a major crisis. Relationships risk being strained during this period, but there are also powerful opportunities to help clients in a time of need and enrich your connections with them. But it’s always an amazing time to build stronger client relationships and switch them to more referrals and revenue to your practice – and even more so now. Economic downturns come and go, but what enables us to build a thriving company or a career over time is having deep, trusting relationships with clients who can hire you and refer you, again and again. That’s a message that’s especially needed at the moment. If you want to be connected, make yourself worth connecting to…it’s a journey, and every step counts.

Call to Action:

• Strengthen, enrich and grow your client relationships in the midst of a major crisis
• Adapt the right mindset (especially to accelerate trust)
• Practice the golden rule of relationships and get immediate ROR

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