- Wednesday
- Thursday
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11.00 - 11.30
Tariq Alinur - BrainCX (BCX)
Video Chat - The Ultimate Customer Experience
Join Tariq Alinur, Chief Executive Officer at BrainCX (BCX) and VOVI, as he explores the power of video support in revolutionizing customer experience. With over 30 years of experience in CX and digital transformation, Tariq will share his expertise on the importance of personalizing and simplifying CX through video chat. Transform your customer engagement and improve customer satisfaction. Don't miss this opportunity to learn from the best. Register now.
11.45 - 12.15
Kevin Terrell - Birch AI
Reducing average handle time up to 35%
The world of AI automation for call centers is rapidly evolving past the prior era of hype, and best-in-class solutions are now able to replicate or even exceed human level performance on a variety of tasks. We’ll review some of these technology changes, and how best-in-class providers are able to package next generation AI into solutions that can drive big productivity and quality improvements for call center operators.
12.30 - 13.00
Stephen Baer - ELB Learning
Level-Up Your Call-Center Customer Service Training with Gamification
When agents are happy, customers are happy. According to a recent TalentLMS Survey, 87% of employees believe that Gamification makes them more productive, 84% more engaged and 82% happier at work. The result? Lower turnover rates and improved customer experiences. Learn how an omnichannel multi-billion dollar call-center company leverages gamification and training games to motivate and train their 300,000 employees worldwide.
13.15 - 13.45
Jason Byrne - NetSapien
Contact Centers Reimagined: Revolutionize the Customer Experience
Customer experience has emerged as a key differentiator for brands across the globe. In an era of fast-moving technology and always-connected customers, effective communication is critical for delivering superior customer experience. To this end, AI-enabled Contact Centers find themselves in a new role — delivering better experiences across an omnichannel customer journey as well as providing actionable intelligence required for systemic changes. Add to this, the endless possibilities that Metaverse will very soon unlock for contact centers. Brands today need to learn how to tap into this potential by combining AI and human support across the customer lifecycle. Discover how agent-facing, customer-facing, and supervisor-facing technologies can revolutionize CX in the near future. And how your business can prepare for this today. Key Takeaways: -Positioning Your Contact Center to Add Strategic Value -Implementing data-first technologies for better CX -Using AI collaborations to transform the agent experience -Building loyalty with a single view of the customer -Building deeper connection in the metaverse
14.00 - 14.30
Bill Schwaab - boost.ai
From IVR to IVA: Transforming Your Contact Center for the Future
Are you curious about the latest advancements in contact center technology? Join our industry experts as we explore the state of IVR today and the benefits of investing in Intelligent Virtual Assistants (IVA) over traditional IVR. Learn how contact centers are leveraging IVA technology to enhance the user experience, increase ROI, and save costs. We''ll provide industry stats and delve into the why and how behind this technology shift. Discover how to maximize your investments in people and tech while reaping significant cost savings. Don''t miss out on this thought-provoking conversation.
14.45 - 15.15
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.
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11.00 - 11.30
Don Klindt - Pentamix Security
Modernization of Data Protection for the Remote Work Force
Understanding how to protect against the threat landscape with cloud and remote work force access to sensitive data.
11.45 - 12.15
Stanton Smith - Inflow CX
Evaluating CX Technology
How to Navigate a Sea of Sameness and Make Data-Driven Decisions.
12.30 - 13.00
Jonathan Jackson - TotalCX
Understanding the CX Mindset
The experience customers have with your company influences their perception of your brand and contributes to their decision to do business with you. The most impactful way to put your business in the best position to do business with the highest number of customers is to provide the best experience possible. Excellence in Customer Experience (CX) is not a lofty ideal and can be achieved through a focused approach of cultivating a CX Mindset in your customer facing employees.
13.15 - 13.45
Gregory Whiteside - HumanFirst
Call analytics: from keyword-search to natural language understanding (NLU)
Keyword-based search / tagging and hard-coded rules still power voice conversational analytics for some of the biggest call center, communication and sales enablement platforms. It seems obvious now that natural language understanding (NLU) is a better option than keyword-based logic; and with speech-to-text models like Whisper (the open ASR model released by OpenAI 6 months ago), we now have source data good enough to move from keyword logic to NLU.
14.00 - 14.30
Jaime Scott - EvaluAgent
Stop Playing With Quality; Use Auto-QA to Get it Right
With ever-increasing competition and customer demand, the modern contact center must evolve to ensure its offering positive customer experiences. But, when evaluating customer interactions, it can be a lengthy and manual process, so you don’t get a true representation of the customer service offered. That’s where Auto-QA helps.
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