Speaker: Jeff Toister, President, Toister Performance Solutions Inc.
Time: 12:30 PM EDT - 1:10 PM EDT
Most successful contact centers have a knack for getting agents absolutely obsessed with customer service. Their secret is a customer-focused culture.
A strong culture helps guide agent performance, shapes strategic decisions, and ultimately becomes part of the organization’s brand. This leads to many benefits that generate better bottom line results:
This entertaining and informative presentation shares three essential elements that leading companies use to develop customer-focused cultures. It incorporates a blend of experiential activities, examples from top contact centers, and cutting-edge research to help participants generate ideas to get their own agents obsessed with service.
Attendees will:
Sponsored by: Konecta
Time: 1:15 PM EDT - 2:15 PM EDT
The new reality is here, the contact center industry has to adapt to it and working at home agents is a powerful solution but it implies a different operational environment including topics such as connectivity, operational control, data security, motivation, training among others. In this roundtable we will share best practices, experiences, challenges and how to transition to a model that is different than the traditional on site operation.
Sponsored by: Workforce Interactive
Time: 1:15 PM EDT - 2:15 PM EDT
Emotional intelligence (“EQ”) differentiates the exceptional performers from the mediocre ones. So why haven’t contact centers factored it more often when evaluating their workforces. Because traditional methods are fraught with subjectivity. An objective approach is needed. Join us in a virtual roundtable to discuss how to objectively assess EQ and the corresponding benefits of contEQt centers.
Sponsored by: Gladly
Time: 1:15 PM EDT - 2:15 PM EDT
In 2020 the world changed dramatically. We’ve seen an evolution of ecommerce and digital commerce as the primary way customers engage with the companies and brands that they love. In this table topic, we’ll discuss how to meet and exceed your customers’ expectations while delivering more personalized service.
Sponsored by: Observe.AI
Time: 1:15 PM EDT - 2:15 PM EDT
Contact centers have had to resort to new ways of operating, starting with the tools they put in place to keep operations running smoothly. We’ll walk you through the ins and outs of change management, including how to identify and create a change champion in your organization. We’ll also share actionable tips you can use to get people onboarded and successfully adopting new AI-driven workflows.
Join this session, and never feel the pain of implementing new technologies again!
Sponsored by: InStride
Time: 1:15 PM EDT - 2:15 PM EDT
What do baristas and drivers have in common with call center agents? They are all the face of the organization and serve as key revenue drivers, but they can struggle to stay emotionally engaged with the work, due to the demands on their empathy and their professional skills. InStride believes that offering contact center management and staff an opportunity to receive a life-changing education from high-quality academic institutions is the most powerful way to solve this issue. In this roundtable discussion, participants will discuss challenges with training and developing call center staff and helping to keep them engaged and enthused, and how universities might be leveraged to help with these objectives.
Speakers: Robert Lamb, Sr. Customer Engagement Manager, CDW
Time: 2:20 PM EDT - 3:00 PM EDT
Customer contact relies on effective data analysis, but you’re probably getting feeds from 10+ data sources. Data sources often calculate similar metrics very differently, potentially misguiding your operating decisions. How can you tell fact from fiction? Join us for an interactive workshop that will leverage Robert's 30+ years in customer contact analysis to share how he separates the news from the noise, and how you too can get to the info you need without a career threatening investment.
Speaker: Jeff Toister, President, Toister Performance Solutions Inc.
Time: 3:05 PM EDT - 3:45 PM EDT
What’s the secret to providing outstanding customer service?
It seems like customer service should be obvious. However, research reveals that even the best contact center agents face hidden or even counterintuitive obstacles that make it difficult to serve customers at the highest level.
This highly engaging presentation shares several common examples that affect all of us. You will learn through a blend of fun experiential activities, real-life stories, and cutting-edge research.
Attendees will:
About Keynote Speakers
Jeff Toister:
Jeff Toister is the bestselling author of three books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed With Customer Service. More than 140,000 people on six continents have taken one of his training programs on LinkedIn Learning. Jeff has been recognized by Global Gurus as a top 30 customer service professional in the world. ICMI and ProcedureFlow have both named Jeff a top contact center influencer.
Robert Lamb:
Robert is a Sr. Customer Engagement Manager for CDW, a world leader in information technology products, expertise and services. He is a thought leader in omni-channel customer contact strategy and performance. As an architect with a business management background, Robert’s specialty is maximizing his client’s bottom line by optimizing both productivity and the customer experience. Robert has 30+ years of customer contact experience, having advised 1,800+ companies and formally consulted to ~500 clients. He has been technically certified for design, implementation, integration and application development for Cisco, Nuance, Avaya and Genesys contact center technologies. He has designed contact centers that have been implemented for +150 organizations worldwide. Robert is a published author on customer contact and a featured blogger for CDW, ICMI, AT&T and other organizations. He has also delivered webinars, podcasts, been a radio guest and has presented at leading customer contact industry events and contact center technology market leader trade shows.