- Wednesday
- Thursday
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11.00 - 11.30
Benjamin Gleitzman - Replicant
The Great Resignation: Why Your Contact Center Won’t Survive without Automation
Being a contact center leader has never been harder. Hiring shortages, high agent turnover, and unpredictable surges in call volumes are just a few of the challenges adversely affecting today’s customer service providers. Contact center automation has now become imperative to survival. Learn how leading contact center innovators across industries are already experiencing the gains in productivity, efficiency, and instant scalability from automating their contact centers with intelligent virtual agents.
11.45 - 12.15
Cristopher Kuehl & Shannon Brown- Hess - Sitel & CallMiner
Automating QA to Drive Measurable Results, Faster!
In this enlightening session, Cristopher Keuhl, Global Head of CX Analytics, Sitel, and Shannon Brown-Hess, Customer Success Director, CallMiner will provide tangible, real-world examples from a well-known telecommunications brand on how to successfully implement an automated QA process to ensure calibrations, be more agile, and provide a better overall customer experience…quickly. Attendees will learn how to: •Drive higher NPS scores to positively impact your bottom line •Increase internal coaching techniques and methods to increase retention and loyalty •Navigate transformational change within your business from what your customers & employees are already telling you
12.30 - 13.00
Fred Stacey - Smartz Solutions
The experience culture is here! But which one?
With years of development in cloud contact center software, companies have created amazing tools to improve the front-line employee experience but why haven’t we adopted them? In this 30-minute session, we will explore why the Employee Experience is the most important driver for the future of any contact center initiative. EX focus will have a long-term impact whether you want it to or not and awareness is the first step.
13.15 - 13.45
EJ Bowen - OmniLegion Technologies
Optimize CX & Operationalize AI for Omnichannel Contact Centers
Contact centers can accelerate their CX and digital transformation plans in order to keep up with changing customer demands and advance innovation. Cost-effective alternatives with next-generation features like cloud-based technology and AI are helping speed the transition and creating business value. Join us for a discussion and practical guide on optimizing your omnichannel contact center through a flexible growth platform that enhances CX, embraces automation and operationalizes AI.
14.00 - 14.30
Tom Michaelian - Neustar, Inc., a TransUnion company
Customer Contact Excellence in the Era of Robocalls and Call Fraud
Join Tom Michaelian, Channel Partner Manager with Neustar, a TransUnion Company as he discusses strategies that have proven to optimize outbound dialing performance for contact centers.
14.45 - 15.15
Mike Mixon - Textel
How Pearson Education Improved Engagement by 225% with Texting
Times are changing - and so are the ways your customers interact. In fact, not only are more customers texting companies, they’re doing it more than ever before. In this session, you’ll see how Pearson transformed interactions with students, improving engagement 225%. You’ll hear how to improve your customer experience and agent efficiency - compliantly. Then, you’ll learn how to help agents get started without adding stress to their role.
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11.00 - 11.30
Fabian Eppler, Aarde Cosseboom, Alex McBratney - USU Software AG
Improve Agent Experience with Knowledge Management
TBD
11.45 - 12.15
Andrew Kennedy - Work Entropy
The Cycle of Ensuring WE All Thrive
How do you create the best, most cost-efficient staffing solution for businesses while also creating global opportunities for job candidates to consistently increase their skills, wages and work-life balance? We’re utilizing partnerships and technology to answer that question in a way where WE all thrive.
12.30 - 13.00
Daniela Semeco - Polyglotte
Gig CX and the Multilingual Contact Center
What if you could connect with your customers on a personal level, anywhere, anytime? What would that mean for customer loyalty? And what if your employees were happier than ever? The Gig Economy has been around for a while but is now more prevalent, and it’s changing at an extraordinary pace. During this talk, we’ll explore Gig CX and how it affects our day-to-day work as global business professionals.
13.15 - 13.45
Benjamin Gleitzman - Replicant
The Great Resignation: Why Your Contact Center Won’t Survive without Automation
Being a contact center leader has never been harder. Hiring shortages, high agent turnover, and unpredictable surges in call volumes are just a few of the challenges adversely affecting today’s customer service providers. Contact center automation has now become imperative to survival. Learn how leading contact center innovators across industries are already experiencing the gains in productivity, efficiency, and instant scalability from automating their contact centers with intelligent virtual agents.
14.45 - 15.15
Frank Pettinato - Avantive Solutions
You Had Me at Hello: How to Increase Sales Conversion & Efficiency with Hiya's Branded Call
Customer engagement and customer experience can boost satisfaction, retention, renewals, and wallet share. When it comes to driving business in the mobile and digital era, voice continues to rule all channels, because it minimizes the risk of distraction and often creates bonds not possible over other types of communication. In recent years, spam and fraud calls have been on the rise, eroding consumer trust of the voice call. As a result, 94% of unidentified calls go unanswered. Join this session, led by Frank Pettitnato, CEO of Avantive Solutions, as he shares use cases of enterprises using Hiya Connect to brand outbound calls and provide performance metrics to increase answer rates, drive better performance of the voice channel, improve contact center productivity, and ultimately - drive happier better customer experiences.
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