Annual Expo Agenda:
9:00 am - Check In & Registration
Morning Refreshments Offered
10:00 am - Workshop #1 Where is Everybody? Strategies for Reducing or Mitigating Impact of Absenteeism
Absenteeism in the contact center is a major concern for many Operations leaders – and with good reason. Absenteeism directly affects the largest Operations Expense budget line in contact centers. In this discussion we’ll explore the impact of missing agents, some common roots for call-outs and strategies to improve our contact center attendance rate.
Presented by David Browning, Professional Services Manager, Teleopti
10:45 am - Workshop #2 Finding and Developing Agents for an Increasingly Complex Job
As customer expectations rise and a diversity of channels emerge, the importance of staffing the contact center with the right types of individuals has never been greater. Gain new insight into the evolution of the contact center agent role and strategies to help ensure you'll have the talent with the skills needed in the future.
Presented by Justin Robbins, Training & Development Manager, ICMI, International Customer Management Institute
11:30 am - Workshop #3 The Contact Center of the Future Today
Dallas-based Adapt Sales Engineer Vince West will explain breakthroughs enabling customers to engage with your company in the manner they most prefer, whether it’s a call, an email, a web chat, a text, social media, video or some combination. Quickly engaging customers choosing any of those channels at any given time is no easy feat. Vince will focus on what he believes to be the answer: meshing interaction processes directly with customer service best practices.
Presented by Vince West, Sales Engineer, Adapt/Interactive Intelligence
12:30 pm - Luncheon for Guests & Sponsors
Three course, plated lunch to be served.
2:00 pm - Keynote Presentation
"Radar On-Antenna Up": The Ritz-Carlton Method of Fulfilling Unexpressed Wishes and Needs.
There is no greater experience in service delivery than to surprise and delight a customer, and this program shows how the Ladies and Gentlemen of The Ritz-Carlton take service excellence to the highest levels every day.
You will learn:
- the importance of a written service strategy
- the difference between customers' expressed and unexpressed wishes
- the power of creating unique, memorable and personable experiences
3:15 pm - Raffle Prizes Awarded
3:30 pm - Behind the Scenes Tour of Gillette Stadium
4:00 pm - Event Concludes
*Final program subject to change