- Wednesday
- Thursday
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11.00 - 11.30
Ronnie Allen - Contact Center Compliance
CallerID Spam Remediation | Why Swapping Numbers is an Outdated Strategy
Legitimate callers often find themselves erroneously labeled as SPAM or even blocked on outbound calls. Businesses are unnecessarily spending thousands of dollars rotating large quantities of DIDs to conduct standard business, but this strategy is becoming less and less effective. Join us as we discuss employing industry best practices to avoid spam mislabeling and discuss new cutting-edge strategies to maximize ans
11.45 - 12.15
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
12.30 - 13.00
Barbara Dondiego - AVOXI
What are your calls telling you? Insights from millions of global conversations.
Global conversations are evolving with voice emerging as a live, premium experience channel. In this session we''ll look back over the last three years of millions of global conversations- understand the call trends, review technical quality impacts and walk away with data-backed strategies to optimize your contact center operations and overall global voice infrastructure. When every conversation matters, it''s time to think differently about your contact center data.
13.15 - 13.45
Mike Hensgen - S-NET Communications, Inc.
Efficiencies & Experiences: Enhancing Your Customer Service Interactions
Ensuring engaging and effective customer interactions with your brand is vital to continued growth and repeat business. Take a deep dive into the technologies that help customer service agents deliver consistent, high-quality experiences that keep customers returning again and again. Mike Hensgen from S-NET Communications will share the secrets to making every step of the customer journey a success.
14.00 - 14.30
Mark Alpern - Cinareo Solutions Inc.
The Hard and Hidden Costs of Attrition in Contact Centers
Agent attrition is arguably the most significant unwanted expense in the contact center industry. Yet, few executives know attrition’s monetary impact because most estimates exclude its hidden and indirect costs, causing an underestimate of $6,000 to $10,000 per agent. Miscalculating attrition-related costs creates a false sense of security that undermines decision-making and capacity planning. In this session, we will separate fact from fiction by discussing six widely-held myths about the cost of attrition. Attendees will learn a more accurate way to calculate their center’s hiring, training, nesting, and attrition expenses.
14.45 - 15.15
Chris Stalnaker - First Orion
Better Engagements, Happier Agents: How Branded Calling Creates the Total Experience
The future of the phone call is branded. When contact centers brand their outbound calls, customers answer ready to do business – making for happier agents and a better bottom line. In this presentation, we''ll tell you what branded calling is, how it works, and how call centers are using it right now to raise ROI and customer satisfaction.
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11.00 - 11.30
Jim Payne - Dialpad
Redefining Customer Engagement with AI
Nearly everything a business does is in service of its customers. Increasingly discerning consumers for B2B and B2C companies alike are pushing all of us to provide a better, faster, more effective customer experience. This stress tests our contact centers, our agents, and the supporting technology. This changing environment creates a compelling challenge for which AI is well suited. Join us and explore the practical application of AI and how it can completely transform customer engagement in a meaningful way.
11.45 - 12.15
Mr. Raj Tumuluri - Openstream.ai
State of the Conversational AI & Lessons from the Frontlines
There has been a tremendous progress made in employing Conversational AI technology across industries, from simple chatbots answering FAQs to virtual assistants helping to accomplish users’ goals, to embodied virtual agents attempting to show human empathy. In spite of the great advances in the Natural Language Understanding (NLU), Sentiment Analysis and creating context-awareness, there is still a lot of scope for improvement to fully realize the potential benefits of Conversational AI.
12.30 - 13.00
David Lewis - Nteraction
The Future is Visual Engagement
The world has changed over the last 25 years to be far more visual. People prefer videos, images, and graphics, to written text. Research has shown that humans process images 60,000 times faster than text. So while people want to be entertained and have an interactive experience, they also want to absorb as much information as quickly as possible. As a result, your engagement with Prospects, Customers and Employees has to become more Visual, Compelling and Personal while being delivered on their preferred device.
13.15 - 13.45
Jason Ten-Pow - bespokeCX
Transforming Customer Data into Effective Supervisor Direction
The high rate of agent turnover & a weak candidate pool makes building & maintaining a high-performing team of agents difficult. Accelerated & targeted training allows agents to reach peak performance sooner. But how? Our seminar will discuss how a global contact center is using data & analytics to accelerate training & improve agent performance while reducing customer effort & improving satisfaction. -Collecting customer data and transforming it into customer knowledge -Sharing customer knowledge across the entire organization -Acting frequently based on the customer knowledge they have acquired
14.00 - 14.30
Alex Ball - Infobip
From First Contact to Loyalty: Delivering a Conversational Customer Experience
Companies are being challenged to stand out in an age where customers expect seamless interactions –minimizing friction on their buying journey. Achieving this requires the right combination of channels, features, and technologies that enable comprehensive experiences across all touch points. Learn how to deliver conversational customer experiences seamlessly – and at scale.
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