9:00 am Check In & Registration, Morning Refreshments Offered
Show Floor Opens
10:00 am Creative Solutions Presented by Sennheiser
10:35 am Leveraging New Technologies to Drive Employee Engagement & Performance Presented by Nice Systems
We live in a world where we hear about such technologies as artificial intelligence, machine learning and predictive analytic, and the question becomes how do they play a role in the contact center to help employees. At the same time, most people have a dominant personality characteristic, often categorized by such terms as “Guardians, Integrators, Pioneers, etc”, and we need to be able to understand and personalize the contact center processes to get the best results. This session will touch on how new technologies are reshaping contact center operations to take employee performance and engagement to the next level.
Presented by Rich Correia, Dir.of Product Marketing – WFO, NICE Systems
11:10 am Studies in Innovation – Keeping On Top of Your Game using AWS-Hosted Contact Center Services Presented by Chris Adomaitis, Sales Engineer, Serenova Session Presented by Serenova
With consumer expectations rising faster than companies can keep up, the contact center is a more critical element than ever in helping companies compete. The session will help contact centers professionals understand the market forces affecting their operations and offer practical tips and insights to offer a “Connected Digital Experience”.
The discussion will offer a blend of:
- operational, and
- business outcome insights
The goal will to be help guide and prioritize initiatives to improve customer experience in the era of digitization.
12:15 pm Digital Crisis or Redemption – Findings and Trends from Dimension Data’s
2017 Global Customer Experience Benchmarking Report
Presented by: Matthew Saskin, Managing Principal Consultant, Customer Experience Practice, Dimension Data
Digital Crisis or Redemption? Join Matthew Saskin, Managing Principal for Dimension Data’s Customer Experience Practice as we provide an overview of key findings and trends from this year’s Global Customer Experience Benchmarking Report. The Global Customer Experience Benchmarking Report provides a comprehensive global overview of the state of multi-channel interactions and customer management in contact centers. Frequently cited by industry analysts and quoted in the media, the Dimension Global Customer Experience Benchmarking Report is widely acknowledged as the most useful, authoritative and comprehensive report of its kind. It’s designed to provide a single point of reference on key aspects affecting customer management in today’s contact centers.
12:30 pm Three Course Plated Luncheon for All Attendees & Sponsors
Sponsored by Aspect
1:15 pm Case Study Sponsored by EarthLink
Why are contact center executives embracing the cloud?
A cloud solution can help alleviate some of the toughest challenges that contact center executives are facing:
- The market challenge: How can we pave the way for superior customer experiences?
- The operational challenge: How can we improve agent performance?
- The financial challenge: How can we afford the new technology we need to keep pace with vast changes?
Learn how you can overcome all three challenges “in the cloud.”
Change Your Thinking, Change Your Culture
- Explore Reframing techniques to infuse optimism into everyday thinking
- Establish an integrated plan to nurture a culture of trust between all levels of the organization
- Outline the stages of implementing change and overcoming resistance
- Discuss steps to transition from conservative leadership to an optimistic leader
- Highlight empowerment techniques that will encourage individuals to outperform and accept additional responsibility
- Discover the link between optimism and infusing innovation in processes and procedures
2:25 pm Afternoon Keynote – “Disrupt Yourself: Steps to Achieve Mastery & Success” Presented by Vala Afshar, Chief Digital Evangelist, Salesforce.com
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