¢â‚¬“Inspirational.¢â‚¬â€Œ Next Generation Customer Care: Driving Real ... Next Generation Customer Care:
¢â‚¬“Inspirational.¢â‚¬â€Œ Next Generation Customer Care: Driving Real ... Next Generation Customer Care:

¢â‚¬“Inspirational.¢â‚¬â€Œ Next Generation Customer Care: Driving Real ... Next Generation Customer Care:

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  • Customer Contact 2016, West: 12th Annual

    Part of our 2016 International Customer Contact Executive MindXchange Series

    October 23 - 26, 2016 JW Marriott Starr Pass | Tucson, Arizona

    “Inspirational.”

    brainstorm

    engaging.”

    “Excellent

    practices.”

    interaction.”

    executives network

    Next Generation Customer Care: Driving Real Change

    best

    “Inspirational.” — Director Global Customer Service,

    iROBOT | “Amazing chance to

    brainstorm and share best practices with folks who have your

    exact same challenges.” — Director

    Customer Service, LIVING SOCIAL |

    “Very engaging.” — Vice President, Customer Services,

    NEBRASKA PUBLIC DISTRICT

    “A great experience to learn!” — Site

    Manager, GM | “This is a fabulous

    event to meet like minded

    professionals in the industry!” —

    Director, Investor Services, TD

    AMERITRADE | “Excellent networking event, very interactive

    with lots of best practices.” — Vice

    President, Call Center Operations &

    Customer Care, PLEASANT HOLIDAYS

    | “An opportunity to hear from

    experience contact center

    professionals and share best practices.” — Group Manager, INTUIT | “Great

    opportunity to think freely on

    issues facing our business. Love

    the interaction.” — Director, Member Services, BLUE

    CROSS AND BLUE SHIELD INC |

    “Well worth the time.” — Senior

    Vice President, CITI | “A meeting of

    the top c o n t a c t c e n t e r

    executives that allows you to network with other execs that share similar

    concerns, topics, problems.”

    — Senior Director, Business

    Transactions, CHOICE HOTELS

    A FROST & SULL IVAN EXECUT IVE M IND CHANGE

    A Business Services Company

    THANK YOU TO OUR 2015 FEATURED SPONSORS

    www.frost.com/ccw #CCFrost

  • 12-03-15

    Executive 75%

    Management 19%

    6% Other

    Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

    Register Now • events.us@frost.com • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccw

    WHO WILL PARTICIPATE

    TOP SIX REASONS WHY YOU SHOULD ATTEND

    PREVIOUS CUSTOMER CONTACT, WEST ADVISORY BOARD

    Frost & Sullivan extends its appreciation to the following Advisory Board Members for their expertise and valuable support:

    Dylan Astle Vice President, Member Experience DirectBuy

    Andrew Gillespie Assistant Director, Reservation Operations Four Seasons

    Jim LeMere Director, Insurance Operations Customer Contact Center Northwestern Mutual

    Stephen Loynd Global Program Director, Customer Contact Center Frost & Sullivan

    Erin McMillan Vice President, Customer Experience/Operations AutoTrader.com

    Denise Pullen Assistant Director, Learning Innovation Hyatt

    Rick Russell Director - Programs, Planning & Analytics Outerwall

    Mike Windler Vice President, Call Center Operations 1-800-DENTIST

    SNAPSHOT OF PAST PARTICIPANTS

    PAST PARTICIPANT PROFILE

    #CCFrost Join the Conversation...

    82% of surveyed participants recommend sending 2 or more team members based on the amount of networking opportunities and range of content being delivered.

    MORE CONTENT THAN ONE PERSON CAN HANDLE

    1. Get Ready: Gear up to meet and exceed your customer needs as they raise the bar on their expectations.

    2. Galvanize Your Company: Ensure you have the people, process and technology in place to create a better future for your contact center.

    3. Collaborate, Collaborate, Collaborate: Engage in strategic conversations! The open, candid discussions with customer care and customer experience thought leaders are exercises in creative thinking and great platforms for generating great ideas.

    4. See for Yourself: Join us for a customer contact center tour and see how others do it, and do it well!

    5. Relax, Have Fun and Make New Friends: Keep your contact list building and engines at high rev, while enjoying over a dozen unique networking events, including our Participant Meet ‘n’ Greet, Vino Voyage: Sail, Sip and Savor, Cocktails on the Bay Kickoff Reception, and Four Truths and a Lie Networking Reception, not to mention our Customer Contact Wild West Olympics & Cookout.

    6. Take Control of Your Outsourcing Strategy: Stop by the Sourcing Clinic where top-level outsourcing analysts, subject-matter experts and savvy providers will work to tackle challenges ranging from evaluating existing outsourcing strategy to enhancing existing provider relationships.

    n Join our growing community of customer contact, customer experience, and operations executives seeking and sharing new ideas and creative approaches to common challenges. Network with Vice Presidents, Directors and Senior Managers of:

    • Call Centers • Contact Centers • Customer Analytics • Customer Care • Customer Contact

    • Operations • Quality Assurance • Sales & Marketing

    • Customer Experience • Customer Satisfaction and Loyalty • Customer Service • Customer Strategy • Customer Support