- Wednesday
- Thursday
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11.00 - 11.30
David Shapiro - Premier BPO
How To Maximize Your Partner Relationship - Co-Sourcing vs Outsourcing
Learn the secrets of successful Co-Sourcing for a competitive edge when partnering for a Contact Center operation. Find out the difference between traditional Outsourcing and best-practice Co-Sourcing and how the latter creates a partnership mentality with cultural alignment; constantly improving processes, and generates innovative ideas to achieve business outcomes with a dedicated team that requires less oversight.
11.45 - 12.15
Peter Voss - Aigo AI
Why Chatbots are just Trained Parrots, without a Brain?
Conversations require Cognition. Cognition requires Brain. Therefore, Conversations require Brain. Without a Brain. Chatbots are just Trained Parrots.
12.30 - 13.00
Dan Smitley - Call Design
The Machines Have Taken Over – Now What?
There are a lot of conversations around how AI and ML can be, or should be, impacting the contact center now, but what about the future? In this quick glance into the future, Dan Smitley shares how Contact Centers will need adjust as the machines begin to take our jobs. Spoiler alert: We’re more important than simply a battery source for their world domination.
13.15 - 13.45
Ben Taylor - Conversation Design Institute
How training your team in Conversation design will allow you to set your hidden chatbot free and delight your customers with automation
The technology for AI chatbots and voice assistants is improving all the time. But the skill of the people designing the conversations isn’t keeping up with the technology. In this session, we share detailed outline of the benefits of training your team in conversation design so that your AI Assistant impresses your stakeholders and delights your customers.
14.00 - 14.30
Uwe Kreuter - CCT Solutions
Multi-Experience Simplified
In this Seminar you will learn how you can fast and easy set up a Multi-Experience Customer Management Solution that helps you to provide an excellent customer service to your clients. The content of the session will cover Cloud Contact Center as a Service CCaaS, Conversational AI & Automation and Customer Service Analytics including Quality & Sentiment Analysis.
14.45 - 15.15
Heidi Solomon-Orlick - Arise Virtual Solutions
The Power of Women in CX
This last decade more women have taken management positions. Research shows it’s paying off as companies with more female executives are proving to generate greater profit and innovation. Learn more with this dynamic panel of Women in CX discussing important topics such as gender bias, leadership styles, the value of diversity, the importance of allies, and more.
15.30 - 16.00
Wil Seiler - Securadin
Demystifying Call-Center Risk and Compliance
Demystifying Call-Center Risk and Compliance
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11.00 - 11.30
Charles Morgan - Gravity Systems Inc
Economics of IT Workforce Ecosystems
From an economist perspective, the scarcity principle has surfaced in the IT industry and has greatly impacted the equilibrium between demand and supply of skilled IT workers. Prevalent today is the connection between scarce labor and the behavioral tendencies of workers. I'll discuss labor scarcity and its implications for the use of resources, production of goods and services, growth of production and welfare over time, and a great variety of other complex issues of vital concern to the IT industry. Moreover, how the current IT industry discrepancy between the demand for skilled workers and the scarcity of supply affects IT workforce ecosystems.
11.45 - 12.15
Christian Timothy Banhans - Multiconnect GmbH
Maximizing Efficiency and Cost Savings with BYOC for US Companies in Germany & EU
The seminar will showcase the advantages for American firms doing business in Germany. Attendees will learn about how implementing this strategy can lead to better efficiency and cost reduction, provide greater flexibility and enhance customer satisfaction, and keep companies ahead of their competitors in the ever-changing marketplace. With a focus on practical insights and successful case studies, the seminar offers valuable information for American companies seeking to broaden their footprint in Germany.
12.30 - 13.00
Hans van Dam - Conversation Design Institute
Why Conversation Design is the secret to successful contact center automation.
Successful contact center automation requires good AI technology, but without conversation design, customers can still end up with poor experiences seeking support through a chatbot or voice assistant. During this crash course you will learn why Fortune500 companies train their teams at CDI and work with us to build winning conversational AI teams.
13.15 - 13.45
Michelle Randall - Playvox
Improving Efficiency in your Support Center
In today’s economy, customer experience leaders face more challenges than ever before. From skyrocketing recruiting costs to increased pressure to retain good agents and from ensuring the right agents are available at the right time to understanding the dynamics of your forecast and schedule - it is a struggle to stay ahead of it all.
14.00 - 14.30
Suzanne Kirkendall - BVA Nudge Consulting
Using Behavioral Science to Enhance Call Center Performance
Learn how behavioral science and “nudges” can provide huge ROI by improving call center efficiency and conversion rates, including specific case studies
14.45 - 15.15
Pieter Luitjens - Private AI
Navigating ChatGPT’s Privacy Concerns: What You Should Know
As one of the hottest technological advancements of the moment, ChatGPT has gained both attention and criticism for its privacy implications. Recent data leaks and a ban in Italy have raised concerns about users’ information being compromised. In this talk, we will delve into the latest developments of ChatGPT’s privacy issues and provide useful tips to help you make the most of its impressive capabilities without sacrificing privacy.
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