In late June, 2000 of the most prominent, accomplished, hungry contact center and customer experience executives will arrive in Las Vegas for the 17th Annual Call Center Week. Two weeks earlier, they’ll pursue an EP3 experience at CCW Online. And they won’t have to leave their computer – or pay a penny!
Our complimentary event will provide a complete roadmap for contact center excellence. We’ll tackle day-to-day contact center management, looking at concepts like optimizing processes and establishing scripts and objectives. We’ll look at innovations in contact center technology. We’ll look at best practices for agents, including optimizing in-center engagement and incorporating at-home agents into the fold. We’ll look at performance monitoring and measurement. We’ll look at new trends, including identifying what really matters in the omni-channel world – and the extent to which a contact center can be proactive.
Ultimately, we’ll learn how the contact center can most effectively engage customers while serving as an efficient, productive driver of the customer experience and partner to the business.
Don't forget to get your copy of the 2016 Executive Report on Performance: Metrics, Agents & Operations
Key Topics in 2016
- EP3: The new contact center objective
- Blended Metrics: We’ve heard the case for customer metrics and for efficiency metrics. In reality, both are important.
- Agent Productivity: How to develop the best possible contact center agents.
- Agent Environment: Evaluating “work from home”
- Customer Experience-oriented Technology: A new approach to technology sourcing
- Quality Interactions, Quality Experience: How to assess and improve interaction quality
- New contact Center Culture: What should the environment entail
Sponsorship opportunities still exist for webinar presentations and roundtable participation in the Call Center Week Online event. Contact Olivia Wilson at email@example.com for more details
Across our three day agenda, you will have the tools you need to create or optimize a customer-centric, journey-minded contact center. One that drives improved experiences for customers and agents and improved results for the business. To get there, our agenda will follow a clear progression:
Day One: Vision for an Experience Center
Rethinking the contact center as an experience center involves changing the way you define objectives, analyze customers, measure performance, and source technology. Day one’s sessions will address these factors, enabling you to view your contact center through a customer experience lens.
Day Two: Power of the People
You may have the right vision, but it is your agents who will ultimately play a pivotal role in executing this experience-oriented contact center. Day two’s sessions will look at all facets of empowering your people; from recruiting, onboarding and training to workforce optimization to agent analytics, insights and feedback to “work from home” to innovations in desktop technology.
Day Three: The New Contact Center Environment
Once you establish the right vision and develop the right human capital, you need an environment that fosters excellence. Day three’s sessions will illustrate this new contact center environment, revealing innovations and best practices for omni-channel engagement, process improvement and situating the center within the greater business.
If success in today's climate hinges on customer centricity, it only makes sense that the contact center -- the heart of the customer experience -- align itself with customer demands. From the way it measures performance, to the way it coaches agents, to the way it selects technology, to the way it scripts (or "unscripts") its interactions, it must be guided by the expectations of the customer.
But what are those expectations?
As our opening keynote will explore: today's customers seek an effortless, personalized, predictive, and proactive experience. Learn how to meet this new "EP3" customer experience demand as effectively (and efficiently) as your organization possibly can!
- How customers move between products and services
- Why the service experience is now the brand experience
- What technology innovation Salesforce is delivering to disrupt the traditional contact center industry
A customer-centric approach to contact center management necessitates a customer-centric approach to contact center technology. Our panel of experts will discuss how to source, select, implement, measure, and optimize contact center systems in accordance with a customer-centric philosophy. The panel will also answer your specific questions about contact center technology; ensuring you have what you need to achieve excellence.
It is easy to say you care about the customer experience. It is considerably more difficult to put that philosophy into action. This session – a discussion with Honeywell Aerospace’s VP of customer experience -- will help you in that effort. It looks at best practices for establishing a customer-centric approach in all corners of your business. Whether collaborating with internal stakeholders or communicating with external customers, your entire team will espouse the elements of a customer-centric culture.
For casino and resort chain Pinnacle Entertainment, referring to the customer experience as “important” is the understatement of the century. Pinnacle is very much in the experience business; guest experience is a crucial way in which the company differentiates itself from the competition.
When it comes to the concept of actualizing an experience-driven, customer-centric approach, there is therefore no more qualified leader than Pinnacle’s director of guest services. She will reveal how her organization leverages customer centricity to create a competitive advantage, thus proving that what is good for the customer is what is good for the business.
The benefits of the "work from home" model are obvious: agents appreciate the added comfort and flexibility, while businesses can leverage a broader, more diverse workforce that can be more efficiently scaled to call volume and consumer demand. Agent absence from the physical center, however, risks compounding the already notorious -- and formidable -- task of agent engagement. Service inconsistencies may also result.
This presentation mitigates those concerns, enabling you to reap the benefits of the at-home approach. Learn how to properly onboard and train your remote agents, while also dialing them into the organization's culture and performance objectives. They may not sit within your contact center walls, but your remote agents will be valuable, high-performing members of your contact center team.
Rising customer expectations, rapid turnover and the high cost of attrition underscore the importance of effective training programs for customer-facing staff. As teams grow more geographically dispersed, contact center leaders are exploring new technologies that facilitate remote monitoring and coaching of agents while calls are happening, not merely after the fact.
Join CaféX and Michael Ringman, CIO of TELUS International, who will be speaking on innovative strategies to improve call center performance. Also view a live demo of CaféX Supervisor Assist, a remote live coaching solution for today’s omnichannel and mobile workplace.
Today’s contact centers are transforming into omni-channel customer engagement centers. The goal is not just to answer customer calls as soon as possible, but to create a great customer experience throughout the customer journey. Companies have noticed that traditional softphones and CTI are not enough to meet the new requirements. Therefore, the next generation contact center is embedded in business applications, enabling omni-channel customer engagement.
Join our session to hear and see:
- How you can transform your contact center into omni-channel customer engagement center
- How you can smartly blend unassisted and assisted customer service to create great experiences
- How you can improve your customer service performance by embedding contact center into business applications
It seems simple. You want to engage with visitors on your site on mobile or web - you provide them with the option to call you or message you. Your job is done, right?
Not so fast. While technology, like live chat, can have a small effect on efficiency and customer satisfaction, the true value comes from creating an effective program focused on continuous improvement and understanding the customer’s service journey.
By building a solid program that can withstand the huffs and puffs of peak customer demand based on proper training, best practices, and customer insight, you can curb your contact center’s labor costs and ultimately create greater productivity and customer satisfaction.
In this session, you will learn about:
- Why chat and messaging technology alone are limited in the impact on your brand’s effectiveness, staff utilization, and labor costs
- Some of the most often overlooked elements of a messaging program and why they are the most essential
- How successful brands use technology along a continuous improvement process to increase revenue, drive customer satisfaction, and create greater value in their investments
The omni-channel revolution compels businesses to "be where there are customers are." In today's hyperconnected world, that means online engagement is no longer a bonus or nice-to-have -- it is a fundamental component of customer experience strategy.
That demand raises three very pressing questions:
1) What is required of a robust online engagement strategy?
2) How does a business integrate the online experience with its other channels, including phone and in-person?
3) How must the contact center -- and business -- transform to support this heightened level of engagement?
Samantha Marks, Customer Experience Director for Swimsuitsforall, will answer these questions -- and more (including yours) -- in this timely CCWO presentation!
Register for this Online Event
Registration for online events also gives you free membership to the Call Center IQ. You need this membership to access the online event and it also provides year round information, ideas and interviews from industry leaders plus online networking opportunities!
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Each license is for a term of six (6) months, beginning on the date on which the online event starts, unless another term is specified in the booking confirmation. Access to the event (i) is restricted by IP address to one user per registration; (ii) is intended only for each registrant's individual use; and (iii) may not be shared with other persons or entities, either internally or externally. Should the client attempt to exceed the scope of the license, the client acknowledges that IQPC reserves the right to any course of action up to and including the invoicing the client for non-authorized access and seeking of damages against the Client.
Join 75,000+ global call center professionals in achieving greater customer satisfaction, more efficient operations and more impressive business results. Members will receive exclusive access to our top presentations and product demos along with exclusive speaker podcasts and event research reports, valued at over $2,000! At Call Center IQ, leaders responsible for contact centers, customer experience, customer care, customer support, social media and mobile marketing are invited to register for free.
Become a member today www.CallCenter-IQ.com/member-signup
About Verint: Verint® Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions for customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries use Verint solutions to improve enterprise performance and make the world a safer place.
Learn more at http://www.verint.com/
About Calabrio: Contact centers are where real people have real conversations that have real impact. It’s where relationships flourish or flounder based on whether the voice of the customer can be heard. Calabrio frees the voice of the customer in today’s multi-channel contact center for better, faster decision-making at all levels of the organization, driving strategic value enterprise-wide. Our integrated software suite, Calabrio ONE, sets the standard for workforce optimization (WFO) based on one simple fact. It’s designed for people – for the way real people work, solve problems and share knowledge. Human interactions are now more human.
Learn more at http://calabrio.com/
About Kronos: We take the complexities involved with recording time and attendance transactions, scheduling diverse workforces, and managing employee absence and we simplify them in the cloud. We streamline HR and payroll processes. We help organizations hire the best people and make smarter decisions. And with tens of thousands of organizations in more than 100 countries — including more than half the Fortune 1000® — we’re helping businesses all around the globe to better manage their workforce. Kronos: Workforce Innovation That Works™.
Learn more at http://www.kronos.com/
About EducationFolder: EducationFolder provides a comprehensive toolset to manage and improve performance, such as coaching, QA, training and a Knowledgebase. In addition, it provides capabilities for proactive communication, rewards and recognition, and engagement with employees. It has functional capabilities to meet the needs of internal centers as well as BPO Service providers. By combining multiple performance management activities within one tool it is easier to determine the effectiveness of activities such as coaching and training. In addition to better management information we help eliminate paper based processes within the contact center and provide a platform which uses gamification techniques to engage with agents.
Learn more at https://www.educationfolder.com/
About Cafe X: CaféX creates software that makes it amazingly simple for people to collaborate in ways that work best for them. We believe that digital engagement should be tailored to each person's wants and needs. Customers and partners should be able to choose when, how, and where to interact with a company's services. Employees should be able to collaborate effortlessly through video, chat, and screen sharing. And the transition from an app to a live person should be as simple as tapping a button. These personalized, intelligent connections strengthen business relationships and deliver measurable results.
Learn more at https://www.cafex.com/
About Salesforce: Salesforce.com is the global leader in customer relationship management applications, including the Service Cloud, the #1 app for customer service and support. Providing amazing customer service in today’s era means engaging with your customers when and where they want to engage. The Service Cloud enables companies of all size to deliver amazing customer service across every channel and on any device.
Learn more at www.salesforce.com
About Early Warning: Early Warning is owned by Bank of America, BB&T, Capital One, JPMorgan Chase, PNC, U.S. Bank, and Wells Fargo. Early Warning provides risk management solutions to a diverse network of 2,300 financial institutions, government entities and payment companies, enabling businesses and consumers to transact securely and conveniently. Early Warning’s unique business model facilitates a data exchange system based on collaborative, shared intelligence. For 25 years, the company has worked with organizations of all sizes to advance collaborative risk management and fraud prevention.
Learn more at www.earlywarning.com
About SAP Hybris: SAP Hybris enables businesses to transform how they engage with customers, innovate how they do business, and simplify their technology landscape. With a comprehensive approach to customer engagement and commerce, SAP Hybris solutions unlock opportunities to transform businesses by driving relevant, contextual experiences across all customer touch-points in real-time, creating strong differentiation and building a competitive advantage in the Digital Economy. SAP Hybris has helped some of the world’s leading organizations transform themselves in response to changing market conditions and customer expectations – delivering exceptional experiences, adding new channels, evolving their business models, and entering new markets.
Learn more at http://www.hybris.com/en/
About OpenText WFO Software: OpenText Qfiniti is an integrated, modular workforce optimization (WFO) solution designed to improve call and screen recording, workforce management, quality monitoring, process automation, liability recording, coaching and eLearning, and surveying in today’s enterprise customer engagement contact centers.
Learn more at http://engage.opentext.com/products/qfiniti
Corporate Executive Board
RICK DELISI is a Senior Advisor with Washington, DC-based CEB and its Customer Service and Customer Experience practices. Over the past 10 years, he has created interactive presentations, executive seminars and keynotes on progressive practice in customer service, focusing on enhancing customer loyalty, and is the co-author of the best-selling book
Keith Pearce has worked extensively in new and emerging customer experience markets in both North America, Europe and Middle Eastern markets. At Siemens, he worked in the migration from traditional voice to IP telephony markets starting in Sales and later in Marketing. At Nuance, he helped create the initial commercial markets for start-up speech recognition software working in both business consulting and marketing.
At contact center software leader Genesys, Keith was responsible EMEA Marketing, based in Paris, France. He went on to lead Solution and then Corporate Marketing for Genesys in the US as the company moved under private equity ownership. In his current role as Vice President of Product Marketing for Service Cloud at Salesforce, he is responsible for building awareness for the company’s market-leading service offer which is disrupting the traditional contact center industry. He draws on experience as a US Senate staffer and journalist.
His tweets and blogs can be followed
Service Expectations In The Age Of The Customer
Service Expectations In The Age Of The Customer
Stephen Bell is a 20 year veteran in the customer service contact center market, with a career spanning enterprise sales, product management and product marketing at companies including RightNow Technologies, Genesys, Peoplesoft, E.piphany and Edify. At Genesys, Stephen led the predictive dialer and CC Pulse analytics product lines, elevating them to the second and third largest revenue generating products in the company following core T-Server CTI.
At RightNow Technologies Stephen drove the evangelization of the Agent Desktop, which became the top revenue producing product in the company. Stephen also spearheaded the corporate re-branding and re-messaging project that successfully transformed RightNow from a CRM company to the industry leader in CX (Customer Experience).
In his current role as Senior Director of Product Marketing for Service Cloud, Stephen is responsible for driving awareness, enablement and strategic messaging of the industry-leading Service Cloud solution.
His tweets and blogs can be followed
Service Expectations In The Age Of The Customer
Service Expectations In The Age Of The Customer
With over 15 years in the industry, Brad Snedeker has extensive knowledge of the contact center space. As the Director of Calabrio’s Innovation Center, he ensures that customers have access to the best training available for Calabrio products. He works directly with users to develop new and innovative techniques to implement Workforce Optimization best practices. Workforce Management has been Brad’s primary focus for over 7 years, which is a component of the Calabrio ONE suite, a workforce optimization solution with an easy to use interface and powerful capabilities. Calabrio ONE includes call recording, quality management, workforce management, speech and desktop analytics.
Marco S. Casalaina
Marco S. Casalaina is VP of Applications at RingCentral, where he manages RingCentral’s desktop, mobile, collaboration, and contact center applications. He joined RingCentral from predictive analytics vendor KXEN, which was acquired by SAP AG in 2013. Previously he was at Salesforce, where he led product management efforts for the Service Cloud, the company's customer service and support solution and its second-largest and fastest-growing product. He holds a Bachelor's Degree in Computer Science from Cornell University.
As the principal evangelist for OpenText’s Workforce Optimization solution, Roger Lee aka Dr. WFO influences the overall strategic direction and product management for the Qfiniti product suite. In this capacity, he collaborates closely with customers, industry analysts, research and development, sales, and the executive management team to plan and implement the product roadmap as well as Qfiniti’s integration into the overall portfolio of related customer experience management products. Roger brings 20+ years of industry experience managing contact centers, consulting and selling to contact centers. His broad experience, coupled with an infectious passion for customer care, gives him a distinctive perspective that is always valuable. Roger advocates for balance, regularly touting the necessity for equal focus on people, process, and technology throughout all customer service initiatives.
Kristin leads the Customer Experience organization for Honeywell’s Air Transport and Regional Business and is responsible for driving innovative solutions designed to improve the overall customer experience. Kristin has more than 21 years of leadership experience positioning brands, products, and services in various sectors, including aerospace, home security, and consumer electronics. Kristin has an MBA from University of North Texas and a bachelor’s degree in marketing from Kansas State University. She is Master Six Sigma Black Belt and also a certified Customer Experience Professional (CCXP).
Anatomy Of A Customer-Centric Culture
• Graduated from Mount Saint Mary’s University with a BS in Business Management, concentrated in Marketing and a Minor in History (earned from a semester spent in Italy…poor girl, I know ?). • Started my career at Sands Casino in Atlantic City as a call center agent, became a supervisor after six months. After a year and I half, moved over to Borgata in Atlantic City. • Borgata was a 1,000 room hotel, casino, event center, and had eight fine dining restaurants. After a year and a half, I moved into my first management position in Large Party Dining. • After five years with Borgata, I was recruited by my former Director at Sands to assist in opening a multiple property call center in Las Vegas for Pinnacle Entertainment. We consolidated four properties’ reservations call centers and in five years grew to seven properties. In 2014, we acquired another casino company and in 2015 the call center expanded to take calls for thirteen properties in Pinnacle’s portfolio.
Let's Grow Leaders [Formerly Of Verizon]
As a keynote speaker, leadership consultant, and MBA professor, Karin helps leaders improve business results by building deeper trust and connection with their teams. A former Verizon Wireless executive, she has over two decades of experience in sales, marketing, customer service, and human resources. A few highlights from her time at Verizon include: • Developing a sales team (1.5B in Revenue) that led the nation in store sales to the small and medium business space and winning the President’s award for Customer Growth • Transforming customer service outsourcing (96M calls/year) to reach parity in quality with internal centers by building strong cultures that deliver positive customer experiences. Karin was named on the American Management Association 2015 List of 50 Leaders to Watch, Inc’s list of 100 Great Leadership Speakers For Your Next Conference, and Trust Across America’s 100 Thought Leaders in Trusted Business Behavior. Her award-winning blog, Let’s Grow Leaders, has grown into a highly interactive, international community. She’s the author of two books, Overcoming An Imperfect Boss and Winning Well: A Manager’s Guide to Getting Results Without Losing Your Soul. Karin has a BA in Communication from Wake Forest University, an MA from Towson University in Organizational Communication, and additional graduate work at the University of Maryland, where she currently teaches in the MBA and Executive Education programs. Karin lives outside of Washington, DC. She knows the stillness of a yogi, the reflective road of a marathoner and the joy of being a mom raising emerging leaders. Ultimately, it’s about Confident Humility.
Having The Tough Conversation
Hal Granoff is currently the Authentication Evangelist at Early Warning, a leader in fraud prevention and risk management, which is owned by five of the country’s top financial institutions (FIs). In his current role, Mr. Granoff is responsible for expanding Early Warning’s Authentication solutions aimed at FIs from the threat of fraud in the mobile and online platforms. Mr. Granoff has been with Early Warning 9 years. Prior to that, he served in leadership roles at Cendant Corporation (currently Affinion Group) – where he managed account relationships for top credit card issuers and large clients – and MasterCard International – where he contributed to the company’s growth of credit card acceptance initiatives in overseas markets including Asia, South America and Canada. He earned his undergraduate degree from the University of Wisconsin at Madison while serving as Regional Director of AIESEC, an International student-run organization.
Jenni Palocsik is Solutions Marketing Director for Verint® Systems in the area supporting the Customer Engagement Optimization market—solutions that help organizations enhance customer loyalty, increase revenue, mitigate risk and manage operational costs. In her role, she applies her knowledge of the financial services industry and other technology trends into marketing strategies and thought leadership to address business challenges of today’s organizations across the contact center, back office operations, branch network, and across their omnichannel interactions with customers. Jenni has more than 15 years of experience in financial services technology, working for both technology providers and leading retail financial institutions.
Bank Of The West
Marietta joined Bank of the West in 2013. Marietta has more than 30 years of management, training and development experience in retail, photography and banking. She has supervised teams from 10 to more than 300. There are several challenges her team faces --blending the virtual world with the classroom to produce skilled and informed representatives; turnover and employee engagement.
With around 20 years of IP/Telecom experience, Sean Rivers has worked in just about every facet of the industry. From large enterprise to small startups, Sean has applied his problem solving expertise. For the last 11 years, Sean has been with one of the fastest growing companies in the U.S., Bandwidth.com, Inc., and had been focused on the Republic Wireless division for the past 5 years.
Empowering Your Customers To Provide The Service
Lorin Sutton is Director of Professional Services at CaféX Communications. Lorin has architectural oversight and development responsibility for omnichannel engagement solutions deployed by many of CaféX’s Global 2000 customers. With 20 years of programming experience, Lorin holds several patents in digital communication and network system performance. Previous positions include solutions architect and technical lead at Cisco Systems and principal systems programmer for AOL’s web-hosting business. Lorin lives in western Virginia and serves as an IT committee member for the County of Frederick Board of Supervisors.
Prior to joining TELUS International in 2012, Michael was VP of Global Infrastructure at TeleTech, and before that, a Network Consultant for IBM Global Services. In his various positions, he has reduced operating costs by 20+%, implemented cloud-based contact center solutions across 75 delivery centers, and delivered over 2 billion minutes of VoIP annually while increasing system availability to 99.95%.
Dan brings over 15 years of customer service and contact center experience to his current role where he is responsible for SAP’s omnichannel contact center product in North America.
Alon Waks is the Head of Global Marketing, Business Solutions at LivePerson. Alon’s organization is responsible for all messaging, global PR, creative services, global field marketing, demand generation and corporate marketing. Until recently, Alon led the Product Marketing and Go-To-Market teams at LivePerson as well as the global demand generation team. His organization drove all product/market messaging, launches and program management across the company, and drove significant lead generation to the field organization and brand teams. Alon has vast experience in B2B Marketing, Product Management, GTM and consulting. Prior to LivePerson, Alon led Product Go-To-Market for all Avaya businesses; he oversaw a team that drove all applications and contact center roadmap, enablement, training, channel management and technical marketing globally. Alon previously led the Avaya core solutions marketing, driving a redefinition of the business communication space. He has a rich background in IT consulting, Business Intelligence and project management, working worldwide with enterprise customers Line of Business, IT and marketing. Alon holds a dual degree from Tel Aviv University and a MBA from Duke University.
Samantha is the Director of Customer Experience at swimsuitsforall where she leads the company’s efforts in Customer Experience and Engagement through all Omni-channels. Swimsuitsforall is a global manufacturer and retailer of women’s swimwear and has been recently featured in numerous national magazines and television shows featuring our coveted model Ashley Graham. Samantha relentlessly advocates for her customers and for improving upon their overall customer experience through a myriad of highly focused strategic initiatives. She is also instrumental in developing the infrastructure to ensure that her companies service model targets and achieves an outstanding customer experience. Prior to working at swimsuitsforall, Samantha’s distinguished career was in Customer Care leadership positions (Director and Vice President) at Fortune 500 companies within various sectors including consumer and business products and services. She is an accomplished, results-driven and action oriented leader with over 20 years of award winning Call Center/Customer Service and Sales Operations management experience. Samantha is an innovative and progressive executive with a strong track record in improving employee and customer satisfaction while reducing costs through operational best practices. She is known for focusing diverse groups toward company objectives, with success leading the efforts of employees across multiple sites, geographies and cultures. Her responsibilities included talent acquisition, training development and implementation, operational oversight and overarching responsibility for the entire customer experience. Samantha holds an MBA in Marketing and a Bachelor’s of Science in Business Management and Operations.
Online Customer Engagement: A Necessity For All