- Wednesday
- Thursday
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11.00 - 11.30
Milan Batinich - A.W. Companies
Stop Forcing Square Pegs into Round Holes
From identifying what is needed to hire the right fit individual, to making the right hire, to retaining and engaging them for life. This will be educational in helping leaders identify the key traits needed for their roles, how to hire/onboard employees, and retaining/coaching/motivating/engaging the employees.
11.45 - 12.15
Simon Black - Awaken Intelligence Ltd
The Future of Agent Guidance is in Real Time: An Exploration of its Impact, Potential and the Role of AI
Join Simon Black, CEO of Awaken Intelligence, as he uncovers how real-time agent guidance is no longer an intangible dream and is set to revolutionise contact centre performance.
12.30 - 13.00
Forest Ward - Calldrip
A People-First Approach to Improving Customer Experience and Driving More Sales
Join us to discover best practice tips for communicating with shoppers throughout the customer journey, and proven coaching tactics to take your sales team to the next level. You’ll leave with clear steps to cultivate more meaningful connections in each conversation.
13.15 - 13.45
Erik Walton - Kore.ai
AI-Native Contact Center: Revolutionizing Customer Service with Conversational AI
In today's fast-paced, customer-centric world, delivering an exceptional customer experience has never been more critical. Contact centers are at the forefront of this effort, but traditional methods can fall short of meeting the evolving needs of customers. To address this, Kore.ai developed the AI-Native contact center, delivering an end-to-end AI-powered customer journey that delivers phenomenal results. In this session, you'll learn how contact centers can leverage the power of conversational AI to: •Create a seamless, personalized, and efficient customer service experience. •Provide 24/7 self-service automation with advanced, intelligent virtual assistants to connect customers with the information they need when they need it. •Supercharge contact center agents with AI that monitors conversations and supports the agent with empathetic response suggestions, automated task fulfillment, and more. •Realize big benefits through increased CSAT and decreased costs.
14.00 - 14.30
Angela M. Jenkins - Spectrum Partners, LLC
IT Modernization Secure Service Models and Framework – People, Processes and Technologies
The key elements for an efficient, Interoperable and Secure IT model will be highlighted. The Framework will be inclusive of personnel skill sets, Program Management processes and applicable Technologies.
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11.00 - 11.30
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.
11.45 - 12.15
Seth Preus - Mivation
Motivational Judo
In an age of deliberate disengagement, also known as “quiet-quitting”, it’s more important than ever to employ a proactive employee motivation strategy. But how do you transform negativity or apathy into engagement? By redirecting motivational energy! Seth will discuss the underlying intrinsic motivational forces that already exist within your team and how to harness these forces to drive engagement, improve retention, and increase performance while providing your team with the ability to self-coach and self-motivate on an individual basis.
12.30 - 13.00
Cathryn Valladares - Nextiva, Inc.
Work Smarter, Not Harder
Join Nextiva to learn about how AI and Automation can allow you to work smarter, not harder. Cathryn Valladares, Vice President of Enterprise Solutions, will be sharing unique ways in which businesses are using these technology tools to create efficiencies and cover business gaps in ways they never dreamed possible.
13.15 - 13.45
Casey Denby & Abhi Jain - Zenarate & Startek
AI Simulation Training is the Future of Contact Center Training
The future of Contact Center Training is HERE! Agents are immersed in life-like simulations to master high-impact conversations they face on the job. AI Simulation Training enables practice via Voice, Screen, and Chat. Don’t miss this ground breaking session where Casey & Abhi share how Startek has successfully implemented simulation training in leading brands worldwide. AI Simulation Training is the most effective way to develop top-performing agents. The results are undeniable.
14.00 - 14.30
Naveed Patel - Scalepex
Nearshore Contact Center - Value & Benefits
One of the biggest advantages of nearshore call centers is their proximity to the United States. By operating in countries such as Mexico, nearshore call centers offer a number of advantages over offshore call centers. Reduction in cultural barriers, alignment to our time zones, bilingual, easy access, and cost savings.
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