7:30 Registration
Choose Workshop C or Workshop D
8:00-11:00Workshop C: Cost Effective Business Process Management (BPM) Strategies to Improve Efficiency and Elevate the Customer Experience
What Will Be Covered
In this interactive workshop, you will walk away with methods to identify business process that negatively impact productivity and the customer experience and a ‘top 10’ list of BPM solutions to address them.
Attend this workshop and find out how to:
- Follow practical steps to streamline processes and optimize the customer experience
- Implement strategies to help you achieve more with less
- Take advantage of the resources you already have in place Plus, this session will include actual case study examples, including:
- A Major Call Center Outsourcer reduced Average Handle Time (AHT) by approximately 10 percent resulting in savings of one million dollars per year
- A Major Hardware and Services Company reduced the time needed to prepare sales opportunity data from 15 minutes to 4 minutes
- A Fortune 500 Insurance Company reduced training time from 6 to 4 weeks WHAT YOU WILL LEARN This session, will provide the following benefits:
- Guide to methods of identifying the key processes used during each customer interaction
- Examples of some of “the little things” that can add up to big customer wins
- A collaborated “Top 10 List” of action items to take back to your service center to focus on productivity and elevating the customer experience using existing resources
Neil Crane
Director of Product Strategy
Cicero, Inc.
8:00 - 11:00 Workshop D: First Call Resolution Doesn’t Cut it. First Contact Resolution is the Key
What Will Be Covered
Learn how leading organizations are leveraging the voice of the customer (VOC) to drive first
contact resolution, performance, and profitability. Today’s customers have a variety of
preferences and expectations that make managing the customer experience more complex
than ever. Adding to the complexity of expectations is the increased touch points that
customer’s interact with an organization, especially in the contact center. A company’s ability to
analyze these interactions can enable them to provide optimal experiences at every touch point.
What You Will Learn
- Find out how to effectively use feedback as a catalyst for affirmative change
- What components should you look for in an effective feedback system
- Tactical applications of VoC data for each customer touch point
Erich C. Dietz
Sales Director
Mindshare Technologies, Inc.
11.00 Registration (Lunch included)
Choose Workshop E or Site Tour F
11:15-2:15 Workshop E: Harnessing the Consumer Revolution: 8 Steps to Great Customer Experiences
What Will Be Covered
Organizations interacting with today’s consumer are facing a rare combination of
circumstances: sky-high expectations, unlimited options and the sweeping consumer
empowerment driven by the social web.
Delivering superior experiences throughout the customer lifecycle is the critical factor for driving
sustainable competitive advantage, customer loyalty and ultimately revenue. The question is:
how precisely do you drive those experiences especially in light of consumer engagement in the
social web? In this discussion we will explore the three experiences that matter most when
delivering an exceptional customer experience and the eight step best practice methodology to
achieve those experiences.
What You Will Learn
This workshop will focus on the eight steps you an take today towards achieving a fully
optimized customer experience.
Mr. Hull will share the following information with you:
- Explore the three experiences that matter most – web, social and contact center experiences
- Learn about the eight step best practice methodology that allows you to systematically take steps toward improving your customer experience and reducing your operating costs
- A quantitative scorecard for diagnosing your contact center Andrew Hull, Director Product Marketing, RightNow Technologies
Andre Hull
Director Product Marketing
RightNow Technologies
11:15-2:15 Site Tour F: VEGAS.COM SITE TOUR (Sold Out!)
When planning your trip to Las Vegas, chances are you used some of
Vegas.com’s services. Did you know that Vegas.com is the single largest city
destination website in the world; handling more than 3 million interactions a
month? Did you also know that they have increased their revenue by 347% with
virtually 0% agent turnover rate? Impossible? Not if you’re Vegas.com. Learn
more by visiting this innovative, dynamic, award-winning contact center!
Rob Cate
Director
Vegas.com
EPpy Award Winner - Best Internet Shopping Experience
2:15 Registration
Choose Workshop G or Workshop H
2:30-5:30 Workshop G: Contact Center Communications-As-A-Service (CaaS) Deployment
What Will Be Covered
This session will address how to leverage CaaS Deployment with low/no upfront costs, reduced
IT requirements, and shorter implementation times. What are the analysts saying about this
innovation? According to Gartner 2/09, “The number of CaaS agent positions will grow from
107k in 2008 to 331k in 2013.” In March 2008, the Yankee Group reported “Given today’s
tight economic environment and these potential savings the hosted or on demand call center
solutions must be considered when an SME is considering implementing or revamping a
customer interaction software application. “
What You Will Learn
- Understanding the key CaaS benefits:
- Shorter implementation time
- Minimize capital expenditures
- Minimize operating expenses
- Less technical IT expertise required
- Easier to deal with seasonal demands
- In some cases – a lower Total Cost of Ownership (TCO)
- Flexible deployment models
- CaaS to Purchase options
- Determining where you will buy from
- Start-up call center CaaS vendors
- Carriers (SIP and Traditional)
- Premise based contact center vendors
- Traditional ASPS
- Five key questions for prospective vendors
- What can you expect to pay?
- Case studies of implementation approaches will help you decide whether CaaS is a good fit for your call center
Five key questions for prospective vendors
What can you expect to pay?
Case studies of implementation approaches will help you decide whether CaaS is a good fit for your call center.
Debbie Thornburg
Manager
HNS Business Development, Interactive Intelligence
2:30-5:30 Workshop H: Finding, Keeping and Developing the Best!
Faced with the challenges of today’s industry – better service, higher results, lower cost and slashed budgets – how does one create solutions and achieve the desired picture? It’s like trying to put together a puzzle when you are sure there are pieces missing! This workshop is designed to help you find the pieces you have and create the pieces you don’t. Learn how to find and develop the talent and resources you need to be successful. This interactive workshop is full of ideas, best practices from all over our industry and actual tools and training that you can take back into your center to help make your picture of success complete.
What Will Be Covered
- If the team is only as good as your weakest member - then how do you find the best?
- How do you keep them?
- How can you develop the people you have to be the best? WHAT YOU WILL LEARN
- A clear process to help identify the true team culture - barriers to success and keys to taking it to the next level
- Methods and ideas to utilize the outstanding traits of the team and ensure the challenging ones are not getting in the way
- Tools and techniques for recruiting talent at every level of the organization.
- Ideas to leverage the talent you currently have in order to drive improvement into the results and throughout the organization
Linda Chando
Vice President, Call Center Services & Customer Care
Cyber City Teleservices