Abstract:

Your crisis communication plan is in full effect. You hit “send” on your companywide email outlining new restrictions and protocols. But a question remains. Who will bring this new reality to life? Your managers.

Your managers will likely say, “I don’t know where to start.” What they really mean is, “I don’t know what to say to my team.” If you want your front line to rally quickly behind the needs of your business, you must properly equip your managers. They need to know where to start and how to lead your remote workforce during times of crisis.

In this virtual experience, you’ll discover:

• Techniques to prepare your managers to engage a remote team confidently and effectively
• Tips on how to facilitate consistent, open, and honest conversations with the front line about the current state, future state, and all the actions that fall in between
• A guided approach to help managers lead their teams during uncertain times
• Your managers are adapting to some of the biggest changes of their careers. Are they prepared to lead and to be heroes in this next chapter of your company story?

Rachelle L. Dever

Vice President, Customer Relations & Brand Experience
Signature Flight Support

In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss how to face the current challenges you and your team deal with, while still being able to adjust your CX strategy and deliver well for your organization. During this uncertain time, it’s more important than ever that we are relevant and prioritize well, but that doesn’t mean that we can’t deliver a great customer experience that is personal and sensitive to the times.

Key Take-Aways:

• Insight into how to prioritize your strategic initiatives while still being relevant
• Simplified ways to deliver a personalized CX
• Best practices for supporting your front line teams
• Tips on how to ‘socially distance’ without losing a CX focus

Abstract:

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 webinar 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

Abstract:

This webinar is specifically designed to address the current challenges you and your team face by being separated right now, to inspire you to utilize this challenge as an opportunity, to connect you with one another in an authentic way, and allow you to continue to perform in the midst of this difficult time.

Key Take-Aways:

• Insight into how to enhance authenticity and psychological safety
• Specific ways to increase inclusion and belonging
• Proven techniques to positively impact morale and productivity
• Ideas to empower people to address conflicts and embrace feedback

Abstract:

Join this real-world use case of how AI-powered automation is rapidly becoming a must-have contact center self-service tool for driving better customer experiences, and how organizations have successfully implemented these technologies by driving user adoption, attaining valuable insights, and avoiding common pitfalls.

Key Take-Aways:

• Guide to the self-service options with advanced natural language capabilities
• Case history of TechStyle’s timeline of self-service implementation, including chatbots, social media, and planned applications
• Best practices for reducing non-revenue generating calls to live agents, offsetting volume spikes associated with subscription billing, and leveraging automation capabilities without sacrificing customer experience

It’s the 10th anniversary of BT’s global research on customer attitudes around the world. The 2020 edition shows how channel preferences are shifting, what customers are looking for in customer experiences, and whether they think technologies like AI might help, or hinder.

Key Take-Aways:

• Insight on customer expectations of digital customer experiences and the contact center
• A reality check on the channel mix and technologies that customers are looking for
• Examples of the impact that COVID 19 is having on these trends

We are now entering the Novel Economy and witnessing the rise of a new generation of customer and employee, Generation-Novel or Gen-N.  In this engaging session, world-renowned digital anthropologist, keynote speaker and best-selling author Brian Solis will deliver fresh perspectives on the customer evolution.

Key Take-Aways:

• Examples of how COVID-19 changed the course of humanity and consumerism
• Insight into how the Novel Economy changes our trajectory and how this “new normal” breaks out into 3 phases of action over the next 36 months
• Key findings on why data pre-March 1st 2020 is irrelevant and how data-driven empathy will lead to newfound innovation to engage Gen-N
• A framework for navigating the Novel Economy and building a more relevant, disruption-proof digital business