| 6:15am | Early Risers Run/Walk
Jump start your day with a little exercise led by a Frost & Sullivan representative, all while getting to know your fellow participants. |
| 8:00am | Continental Breakfast and Exhibition
Solutions Showcase
Hosted by: Upstream Works |
| 8:45am | Ice Breaker and Overview |
| 9:00am |
C-Level Perspective on Driving Top Down - and Bottom Up - Accountability for the Customer Bob Johnson, Chief Service & Information Technology Officer, Sprint Data plans, smart devices and advanced wireless applications drove an extraordinary increase in customer calls and complexity for Sprint’s Care organization about five years ago. This session will highlight Sprint’s transformation and commitment to providing a worry-free customer experience, focused on simplicity, usability, personalization, price/value and good friendly service. Key Take-Aways: - Insight on the road to recovery, how we got there, and changing the nature of our work
- Tools used to establish corporate priorities and set up a turnaround with key upstream and downstream processes
- Examples of results-driven actions and a focus on social media integration and employee engagement
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| 9:40am |
The Contact Center as a Strategic Player in Corporate Growth Initiatives: Delivering a Seamless Experience Tammy Weinbaum, Senior Vice President & General Manager, Customer Care Americas North, American Express
Service has been the hallmark of American Express for 162 years. After realizing that to truly become one of the world's elite service brands it needed to reinvent its customer experience approach, the company embarked on a journey to transform every interaction from a routine transaction into an opportunity to build relationships and create lasting emotional connections with customers. Now the company has deployed this strategy throughout its service centers globally, fostering loyalty and driving improvements in customer satisfaction across the board. This session is invaluable for all organizations serious about customer experience. Key Take-Aways: - Insight on the development of a service ethos, Relationship Care®, that transformed the way American Express delivers service worldwide
- Examples of empowering your front-line by eliminating rigid scripts and how rules can liberate the service experience
- Framework for turning your operations organization from an expense into a key growth driver
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| 10:15am | Session to Session Travel Time |
| 10:20am | | CONCURRENT EXECUTIVE BULLETINS |
Choose one of the following: EB1. Building an Awesome Social Customer Care Team
Bob Meighan, Vice-President of Customer Advocacy, Intuit Christine Thacker, Manager of Customer Care and Support, Intuit This session will discuss how to define guiding principles for operationalizing social media in the contact center including how to create a social media team to engage customers, how to drive loyalty while reducing phone calls or emails, and principles to guide your next steps. Key Take-Aways: -
Insight on leveraging social media, elevating the customer experience and implementing related technology -
Examples of engaging customers in their preferred channel and proactively resolving issues in social media -
Best practices for collecting feedback on service issues or sentiments about products
EB2. Making It Personal: Delivering True High Touch Service
Rosemarie Donzanti, Senior Vice President, Customer Care, CVS Caremark
Creating relevant and empowering service experiences is critical for attracting and retaining Profitable customers. Join us for a high energy focused discussion to learn how and why top companies are making Strategic investments which drive loyalty and higher wallet share.
Key Take-Aways: - Real-world insight for increasing customer satisfaction while driving contact center efficiencies
- Best practices for providing personal customer experiences across channels
- Case studies showcasing the business impacts of investing in high touch service
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| 10:50am | Networking, Refreshment, and Exhibition Break
Solutions Showcase
Hosted by: Center Partners |
| 11:20am | | TRANSFORMATIONAL INITIATIVE |
Up by the Bootstraps: Building a Better Customer Experience Martha Frye, Senior Vice President, Customer Service & Sales Solutions, Nationwide Insurance
Nationwide addressed the transformation of its customer service experience in a comprehensive fashion: from screening and hiring new associates, to training, development, and coaching; to quality assessments, call segmentation and upgraded tools including some state-of-the-art call analytics. The entire effort was supported by creating a culture of continuous improvement and broad adoption of rigorous quality standards & change management methodologies. The result: improvement in both associate engagement and customer enthusiasm, measured both quantitatively and qualitatively.
Key Take-Aways:
- Lessons learned from turning “playing catch up” into an opportunity to “leapfrog the field”
- Best practices for turning associate mindset from “when is someone going to solve this problem for me?” to “I can make this better”
- Roadmap on getting the pieces to fit – from hiring the best people for the culture you are building to every aspect of your operation
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| 11:50am |
Concurrent Ask the Experts! Panel Discussions
Choose one of the following: ATE1. Keen Insights on Quantifying Loyalty PANELISTS INCLUDE:
Sean Albertson, Director, Performance & Technology, WildBlue Communications Brian Mekka, Credit Card Customer Service Contact Center Manager, Kohl's
Maryellen Abreu, Director, Global Technical Support, iRobot Gary Jones, Senior Director, Customer Care, Masimo FCR, AHT, CSAT, NPS: contact centers are the most measured business unit inside any organization. But which metrics truly reflect your customer’s experience, and the impact that the care organization has on loyalty, retention and revenue growth? Key Take-Aways: - Guide to mapping metrics to corporate objectives and business outcomes
- Insight on cross-functional collaboration across the enterprise to capture critical customer intelligence
- Lessons learned from quantifying service as a brand differentiator
ATE2. Delivering Superior Customer Care in a World of Accelerating Product Complexities
MODERATOR:
Patrick O’Shea, Director of Contact Centers - Acquisition & Retention, TXU Energy
PANELISTS INCLUDE: Jeff Knipp, Director, Customer Experience & Retention, Allstate Michael Taylor, Senior Director, Client Support, CareerBuilder.com Michael Replogle, Head of Operations - Residential, Direct Energy
Bill Peters, Strategic Consultant, Virtualization Evolution and Formerly Vice President of Reservation Services, Outrigger Enterprises Group As complexities increase in the products and services we support, customer and tech support have also seen a proliferation of tools to help the organization and agents perform better in increasingly challenging environments. Now we must conquer the increasing complexities in both the product/service environment and the support environment itself, to provide a higher level of care. Key Take-Aways: - Insights on measuring the increased complexity of product in order to defend more investment, dedicated agents, increases in training and/or longer resolutions
- Action steps to leverage Knowledge Management tools, especially for products where 3rd party technologies are integrated
- Examples of enabling subject matter experts, including creating customer SME’s to drive self-service environments
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| 12:45pm | The Power Showcase
A simultaneous demonstration of products, services and solutions. Find the company that most intrigues you, grab a chair and hear their story. Limited seating is available. |
| 1:00pm | Food For Thought - Networking Luncheon
Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available onsite. Hosted by: Center Partners, Angel, SoundBite Communications |
| 2:05pm | Session to Session Travel Time |
| 2:10pm |
Breakout Sessions - Create, Communicate, and Connect Participant-driven discussions focusing on your key challenges and
concerns. Choose one of the following: RT1. Enterprise Feedback Management: Leveraging the Voice of the Customer
Erich Dietz, Vice President, Business Solutions - Contact Centers,
Mindshare Technologies
Find your seat at the table by giving your customers theirs! Today’s vast arsenal of technology for engaging customers, and involving them in company strategy, can lead to enterprise innovation, customer loyalty, operational transparency and greater market reach—if applied strategically across an organization. This session will empower you to gain greater visibility by owning the customer-centric perspective in your company, and making customer reviews a unifying point for the entire enterprise.
Key Take - Aways:
- A guide to the latest advances in enterprise feedback management (EFM) technology
- Insight into the full range of applications for customer intelligence, and how they specifically affect your industry.
- The art of dissemination: New techniques for delivering tailored insights to every department in your company: operations, marketing, QA, customer service, R&D, human resources, et al.
- Metrics for measuring and making use of customer opinion
RT2. True Customer Intent: The Basics to the Subtleties FACILITATOR:
Phil Gray, Executive Vice President, Marketing & Business Development, Interactions Corporation Quickly determining your customers’ true intent is paramount to delivering a quality service experience. Companies are often ineffective at determining a customer’s reason for reaching out to the contact center. Consumers frequently find themselves taken down the wrong IVR path or being transferred to the wrong agent - creating a frustrating and ineffective experience for the customer and a lost opportunity for the contact center. During this interactive session we will discuss approaches to increase your ability to intuitively react to your customers’ true needs.
Key Take-Aways: - Insights into a contact center’s effectiveness in understanding their customers true intent
- Lessons learned regarding the challenges inhibiting effective understanding and their impact on misdirected calls, self-service resolution, and customer satisfaction
- Approaches, tools, and technologies that can help you better understand and intuitively react to your customers
RT3. Managing the New Agent Paradigm: Beyond WFO... to Bursty Work Processes FACILITATOR:
Kristyn Emenecker, Vice President of Product Marketing, inContact Unlike today's "one and done" environment, this not-too-distant future will require that agents in your contact center work differently, as they multi-task between voice calls, social, chat, and email interactions to meet the customer wherever they are and whenever they need. As agents increasingly respond to customer inquiries across multiple channels, they will need a seamless view of customer information that lets them manage their own time more effectively while fluidly meeting customer expectations. Key Take-Aways: - Examine the impact of channel proliferation on the service process, contact center workflow and its implication on staffing and management
- Discuss best practices for hiring multimedia “superagents” and how to make them successful in your center
- Explore the technologies you should consider to enable a unified flow of contact center interaction processes and deliver a consistently excellent customer experience
RT4. What Will Your Customers Do Next? FACILITATOR:
Karen Bolton, Executive Vice President, Client Management, Mattersight A wealth of data resides in existing customer interactions, and technology is now capable of turning that data into advanced models that predict what your customers will do next. In this interactive session, we'll discuss how to predict customer behaviors, and what could be done if you knew which customers were going to leave, which customers were most likely to buy, and what satisfaction score customers would give you if they took a survey. Key Take-Aways: - Insight into types of data used to predict customer behavior
- Examples of customer behaviors you can predict
- Lessons learned: success stories and challenge from others who have confronted these topics
RT5. Data Gone Wild! Reigning it in to Transform Customer Self-Service and Cut Contact Center Costs CO-FACILITATORS:
Kim Martin, Director of Marketing, Voxeo Ian Greene, Senior Sales Engineer, Voxeo
We all have a multitude of sources that are rich with customer data. Add to that a growing number of self-service channels, and it becomes increasingly difficult to see the big picture. Are you delivering a great customer experience? Where are there opportunities for improved efficiencies? How do you really know?
Key Take-Aways: - Best practices for achieving a single view of the customer across contact center and self-service channels including voice, text, mobile web, smartphone and even social networks like Twitter
- Looking beyond the numbers to analyze customer behaviors in your self-service channels and improve containment
- Understanding the types of actionable insights that enhance and streamline service and support
- Outcomes and examples of how other companies are conquering the customer data divide in the wake of additional mobile and social self-service channels
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| 3:40pm | Networking, Refreshment, and Exhibition Break
Solutions Showcase
Hosted by: Interactions |
| 4:10pm |
Breakout Sessions - Create, Communicate, and Connect Participant-driven discussions focusing on your key challenges and
concerns. Choose one of the following: TK1. Driving Brand Value: Proof Points for the C-Suite FACILITATOR:
Lucas Anderson, Vice President, Business Development, StarTek Customer care providers can play a key role in helping meet the needs of their companies to ensure brand value, profitability and customer loyalty --- if companies recognize the value that we bring to the table. In this interactive session, we'll discuss the 'proof points' that are helping companies recognize the relationship with their customer care providers as an extension of their valued brand.
Key Take-Aways: - Insight on expressing the value a customer care provider can bring to the table through both sharing of information and an improved customer experience
- Guide to supporting your company in acquiring and leveraging information about customers through both analytics and consultative services
- Best practices in gaining organization buy-in, up to and including the C-Suite, by demonstrating the ability to drive loyalty resulting in increased ROI
TK2. Customer Engagement & Experience Management FACILITATOR:
Prem Uppaluru, President & Chief Executive Officer, Transera Attracting customers, growing revenue, and increasing efficiency are top priorities for contact centers. Yet many contact centers today take calls without an inkling of the caller’s identity or the business value they represent to the enterprise. Unable to adaptively engage their callers based on their needs and their value, enterprises end up handling them all the same way, leading to undifferentiated service and mediocre business results. Key Take-Aways: - Insight into what’s missing: a business view that is actionable, one that will give you the ability to personalize a caller’s experience without losing sight of your business objectives
- Framework for applying online lessons to offline (contact center) commerce and the underlying technology required to support that framework
- Best practices for getting the best value for your marketing dollar, delivering the best customer experience, and driving operational excellence
TK3. Building a Framework for Agent Retention FACILITATOR:
David Arellano, Chief Operating Officer, Telvista Every contact center operation deals with agent attrition. If ignored, attrition can easily get out of control impacting quality, profitability and just about every other productivity measure if you're not careful. But, to solve the issue of attrition should we really focus solely on that single issue... or should the focus be on a whole host of issues impacting the 'agent experience'?
Key Take-Aways: - Innovative techniques to increase Agent Retention
- Framework for a holistic approach to addressing Agent Retention
- Insights into cost and productivity analysis methodologies to justify and measure Agent Retention initiatives
TK4. A Game Plan for Chat Strategy & Deployment FACILITATOR:
Andrew Miller, Vice President, Operations, Center Partners With companies engaged in 24-hour customer interaction, and expanding communication links beyond just the telephone, chat has emerged as a vital - and affordable - channel for support, servicing, and sales. This session will outline key elements to consider in developing and launching a chat program, and strategies for operating and growing the channel post-launch. Key Take-Aways: -
A framework to determine whether chat is a viable channel, knowledge of primary objectives to be achieved through the channel, and a high-level checklist of needs and actions necessary to launch -
Insight on chat execution, policy and process best practices -
A strategic roadmap for assessing success, and expanding channel reach TK5. Making FCR Matter: Business Insight from Customer Interaction Data FACILITATOR:
Rob McDougall, President, Upstream Works
Most FCR measurement focuses on capturing a final FCR rate, which in itself is typically not actionable. But the holy grail of understanding what levers to pull to improve FCR will directly improve customer satisfaction, while at the same time reducing your overall costs. In this session we will discuss ways to measure and manage FCR rates by capturing information that can be directly used for ongoing improvements to agent performance and process improvement right across the organization. Key Take-Aways: - Insight on understanding FCR and its affect on the company
- Examples of interaction based techniques for measuring FCR
- Best practices for using FCR to directly improve customer experience
- Success factors to create ongoing FCR improvement
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| 5:40pm | Interactive Breakout Sessions Conclude |
| 6:00pm | Cactus Cookout & Inaugural Customer Contact Western Olympics
Hors d’oeuvres, Buffet Dinner and Just Plain Wild Wild West Olympic Fun! |
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