Las Vegas Convention Center

26th & 27th April 2023

10AM - 5PM WED & 10AM - 4PM THUR

Apr 26 & 27 / 2023

LVCC, Las Vegas

workshop

Customer Operations 101: How to Use Data to Drive Next-Level Agent Productivity and Contact Center Outcomes

Today’s contact centers operate in increasingly complex environments. With more agents in more locations working across more applications than ever before, how can companies even keep up, let alone improve? On top of this, throw in a couple of global BPOs to manage, and you have a mess! Yet leading companies are turning their contact centers into a strategic advantage, reducing handle times and keeping agents engaged, while improving customer outcomes. But how?

This masterclass series will cover how best-in-class companies use data and insights to identify opportunities, drive improvements, and demonstrate ROI for average outcomes of 25% reduction in average handle time, 16% increase in agent utilization, and more. You will leave prepared with a toolkit of best practices around agent coaching, contact center technology, and policies and procedures that drive measurably better results.

Session attendees will be entered to win a 4-day trip to Lake Tahoe, subject to the terms and conditions at http://fin.com/laketahoe2022.

Register For This Masterclass Today!

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Schedule


Wednesday

  • 11:00 - Is data the new oil? Hint: it isn’t, but we’ll at least go over the top 6 ways that best-in-class companies use data in contact centers to get ahead.
  • 12:00 - So what exactly do agents do all day? Five ways to improve productivity, based on tens of millions of hours of agent work data.
  • 13:00 - Demonstrate the ROI of teams, technology and processes: how to A/B test like a pro and show whether operational changes actually worked.
  • 14:00 - Managing BPOs: the dos and the don’ts. Learn from what the data says and learn from your peers.
  • 15:00 - Replicate your best agents: how to identify top performers, remove roadblocks, and replicate winning behaviors through coaching.
  • 15:00 - Scaling operations for your growing CX team: how to use data to grow capacity without growing costs.

Thursday

  • 11:00 - Is data the new oil? Hint: it isn’t, but we’ll at least go over the top 6 ways that best-in-class companies use data in contact centers to get ahead.
  • 12:00 - So what exactly do agents do all day? Five ways to improve productivity, based on tens of millions of hours of agent work data.
  • 13:00 - Demonstrate the ROI of teams, technology and processes: how to A/B test like a pro and show whether operational changes actually worked.
  • 14:00 - Managing BPOs: the dos and the don’ts. Learn from what the data says and learn from your peers.
  • 15:00 - Replicate your best agents: how to identify top performers, remove roadblocks, and replicate winning behaviors through coaching.
  • 15:00 - Scaling operations for your growing CX team: how to use data to grow capacity without growing costs.