- Wednesday
- Thursday
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11.00 - 11.30
Tim Pabich - Magnitech
Hacking The Hacker Using Modern Technology
Cybercrime was a $6 trillion dollar industry in 2021 and nearly $9 trillion in 2022. Experts predict that the cyber crime industry will be worth $25 trillion by 2027! Cyber criminals will never give up, and we cannot give up defending ourselves. In this seminar, you’ll understand “HOW” cyber incidents happen, “HOW” you can fight back, and “HOW” to keep your business safe with a world-class cyber defense strategy.
11.45 - 12.15
Francis Riley - World Connection
PARTERNERSHIP ON THE SEAS - How Margaritaville at the Sea emerged from the pandemic.
How the Bahamas Cruise Line partnered with Margaritaville to create their first boat: Margaritaville at the sea, born in the middle of the pandemic. And how this bold decision has moved the company to a new level of revenue, with leveraging their decision on the right BPO to boost sales.
12.30 - 13.00
Patrick Reetz - LinkLive
Using AI and automation to enable the right care setting for the patient, in the hospital or in the home.
To limit the risk of a decline in patient experience, hospitals and health systems must shift their focus to a new patient engagement mindset. Burnout is real, and consolidation is happening more frequently than ever. However, advanced patient engagement solutions can reduce the burden on the patient transfer centers and assist mobile care providers deliver care in the home. By leveraging automation to streamline the patient intake and transfer process, hospitals and health systems can take some of the burden off staff and still ensure patients get the best care possible. On the other end of the spectrum, mobile solutions can assist providers as they provide care in the home, reducing workload and also reducing readmissions. Join us in the Organizational Affiliate lounge during HIMSS on April 19th at 7:40 am to learn how AI and automation can help you deliver the best care possible.
13.15 - 13.45
Sabrina Baksh & EJ Bowen - Upstream Works Software & OmniLegion Technologies
Elevate the Agent Experience with AI and Automation
The importance of the agent desktop in improving CX is often understated. As businesses look to transform CX, it’s important they focus on elevating the agent experience by going beyond desktop essentials with AI and automation to simplify and improve experiences for both agents and customers. Join us for a discussion on optimizing the agent desktop experience with a flexible platform that enhances CX, embraces automation and operationalizes AI.
14.00 - 14.30
Katy Crighton & Rick Zayas - Harte Hanks & COPC Inc.
Investing in Team Leaders for Employee Retention and Satisfaction
Research by COPC Inc. shows that an effective team leader significantly impacts employee satisfaction and retention. In this discussion on the research behind and best practices of investing in team leaders, Katy Crighton and Rick Zayas cover topics such as training for team leader success, the team leader’s role in recruitment quality, finding the right manager-to-staff ratios, and the value of frequent and meaningful one-on-ones.
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11.00 - 11.30
Jennifer McTurk - World Connection
Combining crossfunctional teams to build outstanding Customer Happiness
How Athletic Greens gives an extraordinary Customer satisfaction to every client with a team distributed across the Globe and the support of World Connection. ABOUT Athletic Greens: Built around our mission, we started Athletic Greens more than a decade ago as a way to bring comprehensive and convenient daily nutrition to just about everybody. Originators of the Essentialist Nutrition movement, our philosophy is to focus on a very small number of products based on what the latest science indicates is essential to human health. Our mission is to empower people to take ownership of their health. ABOUT World Connection World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America.
11.45 - 12.15
Diego Meneses - Ministry of Foreign Affairs of Guatemala
BPO and CC nearshoring opportunities in Guatemala
Public and privatate insitutions from Guatemala signed an agreement entitled Guatemala Moving Forward that gives life to the roadmap to attract FDI and generate more formal jobs. The Guatemala Moving Forward plan prioritizes the Call Center and BPO industry and as a result, it has led to a favorable business climate in the nation for companies looking to expand their operations.
12.30 - 13.00
Beth Ziff - American Customer Care
When a Crisis Hits
Would you be surprised to learn that crisis events, negative product news or other high-volume events can be the absolute best time to build brand loyalty with your most loyal customers? This session will focus on best practices in crisis response and first contact resolution that will strengthen your brand through the darkest of moments.
13.15 - 13.45
Heather Turbeville - UJET
Remote and hybrid work is still a thing? Yes!
According to Gartner, 70% of contact center agents want to continue to work from home. And 81% of contact center leaders believe that as much as 80% of their employees will primarily be working from home in two years. The benefits of working from home are huge, for both employees and for the business. But how do you manage a remote workforce successfully?
14.00 - 14.30
Jorge Oros - Call Center Servcies International (CCSI)
Strategic Advantages of Nearshoring
This session will outline the key advantages of establishing a nearshore contact center and workforce. The audience will hear from experts who have established nearshore contact centers and discuss the Pros/Cons of this type of initiative.
14.45 - 15.15
Michael J. Tamer - Proponisi
At Home or At Work: Your Frontline- Put First Things First
Does your contact center “survive or thrive”? We now live in a “it used to be that…” world. The rules and circumstances are different. We must adapt. We must change. We must get better. It used to be that: Our agents are all together. We can coach people face to face. Our culture easily spreads through the center. Our culture easily spreads through the center. Join Michael Tamer, “The Contact Center Coach” as he shares how to connect, engage, encourage and drive frontline performance in your center no matter where your reps are located. Let’s get engaged, have some fun and get much, much better.
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