January 22-24, 2017 · New Orleans, LA › media › 1003804 › 74654.pdf · · Expand your customer experience training and boost agent’s moral Anna Elwood, Vice President, Operations,

www.contactcenterexchange-us.com

January 22-24, 2017 · New Orleans, LA

www.contactcenterexchange-us.com

www.contactcenterexchange-us.com 2

On the Road to Effortless Customer Service…

Achieving a superior customer experience in a new world of engagement means that each interaction must be personalized, relevant, predicted and frictionless, and this must happen every time, anywhere, and at the speed of business.

The pace of change is accelerating. Businesses able to leverage customer information are eating the lunch of those that aren’t. To keep up with the unprecedented advancement of digitization and the need, above all, for easy and personalized customer service, contact centers are evolving their strategy, training, tools and technologies to first understand their customers and then take action to influence their perspectives. This requires the need to acquire more valuable customer data, the imperative to further integrate the contact center with other key business functions and the need to integrate channels to provide more choice and self-service capabilities.

Welcome to CCIQ’s 4th Contact Center Executive Exchange, the premier event for senior leadership in customer care and customer experience. We present the information you need to change the way you run your business. Our carefully constructed program addresses the key changes contact center leaders must address to transition their organization from “cost center” to quantifiable “revenue and profit center” through service differentiation and a focus on customer lifetime value.

I look forward to welcoming you in January.

Naomi Secor Executive Director Contact Center Executive Exchange

P.S. Don’t Miss Your Chance to Meet Matt Dixon, Author of The Effortless Experience! Matt will be hosting a session on Conquering The New Battleground for Customer Loyalty, followed by a book signing and cocktail reception

An Invite-Only Event Reserved for 50 Pre-Qualified Executive Level Customer Care Practitioners

Intimate Conversations with a group of leaders at your level

No Sales Pitches to stay focused on continuous improvement

BrainWeave Discussions that encourage discussion, debate and learning

1:1 Business Meetings with the most respected vendors all in one place

Master Classes that give a real look into the latest technology evolutions

Attendee Qualification

Why Attend an Exchange?

Company’s annual Revenue is $1Billion or above

I have a personal budget of more than $1Million for external solutions

I control or directly influence where customer service/experience/call center budget is spent

Request an Invitation

http://bit.ly/2bJuyBH


Meet Your Speaker Faculty We are honored to present the 2017 speaker faculty, comprised of the most energetic and accomplished leaders in the industry.

Anna Elwood Vice President Operations ZocDoc

Anthony Bagio Director of Contact Center Operations United Airlines

Matt Dixon Author The Effortless Experience, CEB

Patrick Duffy Chief Experience Officer & Global Director of Vacations Diamond Resorts International®

Noel Holmes Vice President, Customer Experience Travelport

Carolyn J. Martin Vice President, Customer Experience Assurant

Mark Groveunder Vice President, Customer Service Acer

Sue Gilkey-Martin Global Vice President of Customer Service Newegg.com

Christopher Keenan Head, Worldwide Medical Contact & Insights Bristol-Myers Squibb

Tim Perek Vice President, Customer Experience Schneider Electric

Zeya Ottomone Head of Global Contact Centers and CRM ABB

Lorianne Feltz Senior Vice President, Customer Service Erie Insurance Group

Stephen Riddell Chief Sales Officer Sprint

Stacy Smith SVP, Contact Center Hancock Bank

Ajit Sivadasan Vice President, Global eCommerce Lenovo

Cathy Bourgeois Senior Director, Contact Center Technology RBC


Fun Facts about Your Speaker Faculty

Most Improved Metric in Your Contact Center

Reduced number of contracts – over 11 million to now 5.8Zeya Ottomone, Head of Global Contact Centers and CRM, ABB

Proud Accomplishment

The opportunities to take red-rage angry owners/members and turn them around to where we look forward to grabbing a bit when we’re in the same town. Patrick Duffy, Global Director of Vacations, Diamond Resorts International

Biggest Priority/Goal/Focus for 2017

Create an empathy for the customer experience as part of our DNAMark Groveunder, Vice President, Customer Service, Acer

Favorite Pearl of CX Wisdom

“Measure Everything that Moves” from a customer’s perspective Carolyn Martin, Vice President, Customer Experience, Assurant

Favorite Pearl of CX Wisdom

I find the most valuable customer data is harvested from face to face conversations. Their words may not always surprise you, but the emotional intensity in their voices certainly willTim Perek, Vice President, Customer Experience, Schneider Electric


DAY ONE SUNDAY, JANUARY 22, 2017

10:30 AM – 11:30 AM REGISTRATION & WELCOME BRUNCH

11:30 AM – 11:45 AM DELEGATE & SOLUTION PROVIDER ORIENTATION

11:45 AM – 12:00 PM KICK-OFF TEAM BUILDING ACTIVITY

12:00 PM – 12:10 PM CHAIRPERSON’S OPENING REMARKS

CONNECTING THE DOTS: TURNING DATA INTO STORIES

12:10 PM – 12:50 PM CUSTOMER-CENTERED DESIGN: THE BEST EXERCISES & PROCESSES TO TURN INSIGHTS INTO MEASURABLE ACTION

Help your teams become “Innovation Realists” in this tour of effective methods and specific exercises to drive a customer-centered contact center. Learn how to operationalize contact center experiences through a customer focused enterprise.

· Use design thinking and lean processes to guide your efforts and maintain a focus on your customers and their needs · Receive the best practice tools and processes for getting to solutions that you can begin using immediately · Engage your teams’ minds and energy while driving toward real solutions

that delight your customers · Take action on feedback and input to drive measurable action

Noel Holmes, Vice President, Customer Experience, Travelport

CUSTOMER SERVICE STRATEGY & TRANSFORMATION

12:50 PM – 1:30 PM BUILDING THE PLANE AS WE FLY IT: CUSTOMER CARE FROM THE GROUND UP Designing and building an effective customer care strategy is essential to the growth of your business. After all,

the service we provide to our customers is our last competitive differentiator! The strategy you build, defines the standards of care and service that you offer customers and sets the requirements for meeting those standards. Today, with rapidly changing technology, increasing customer demands, a desire for customers to “own” their own experience, and the introduction of new service channels, your strategy must also be built with agility if you are to cope with the roller coaster ahead of you!

Meet ZocDoc, a company that is changing the way patients experience healthcare, and it all starts with exceptional customer service. Don’t miss this opportunity to hear how ZocDoc continues to exceed customer expectations, despite a rapidly growing business in a an industry that is so complex.

· Develop a vision for the standard of care your company will deliver · Establish how customers perceive the standards of care your company currently offers · Identify the business processes that impact on customer satisfaction and set out a framework for improving

performance in critical areas of customer care · Expand your customer experience training and boost agent’s moral

Anna Elwood, Vice President, Operations, ZocDoc

CUSTOMER OBSESSED LEADERSHIP

1:30 PM – 2:10 PM CUSTOMER CARE: THE NEW AGENDA - DESIGNING A TRANSFORMED CUSTOMER EXPERIENCE

Businesses struggle to keep up with customers’ constantly changing demands. Join Tim Perek in a high-energy, idea sharing session discussing highly-effective customer-centric approaches to innovation.

You won’t want to miss this opportunity to learn how Schneider Electric integrated the needs of the users, the requirements for business, and creative possibilities for a new customer care experience. You’ll find great value in a process that can, not only meet changing customer expectations faster, but also predict them.

Let’s take 40 minutes to share perspectives on a powerful tool that when used effectively, can be the foundation for driving a brand and business forward.

Tim Perek, Vice President, Customer Experience, Schneider Electric

2:10 PM – 2:40 PM BUSINESS MEETING


3:10 PM – 3:30 PM NETWORKING BREAK

*** outcome: receive the essential ingredients of a successful customer-

centric contact center***


DAY ONE CONTINUED

3:30 PM – 4:15 PM MASTER CLASS BRAINWEAVE

DELIVERING CONNECTED CUSTOMER EXPERIENCES: AN EFFORTLESS & FRICTIONLESS APPROACH TO OMNI-CHANNEL ADOPTION & ENGAGEMENTWith so many different touch-points with a single organization today, customers will choose their own method to communicate with your business. Ensuring that the communications from one channel are captured accurately, so that when a customer chooses to use a different channel to communicate with your business the conversation is consistent and not lost, is a daunting proposal for many organizations During this interactive master class attendees will learn how to:

· Overcome system limitations in providing a total customer view

· Learn how to manage channel conflicts with ease · Outline clear and concise transition planning to move

from multi-to omni-channel

MEASURING EVERYTHING IN MOTION: HOW TO CONTINUOUSLY TRACK CONTACT CENTER SUCCESS IN A MULTI-CHANNEL ENVIRONMENTWhat you should be using as a score, now that NPS and EPS are becoming passé. An index, a combination of weighted values? How do you determine the right score and what exactly do you do with it? During this PowerPoint-Free talk, attendees will:

· Hear what survey methodologies and metrics are being used to measure CSAT, CES and NPS

· Ensure business controls and the right intentions are in place to measure effectively

· Combine quantitative measurement with qualitative research and analysis to determine which customer touchpoints carry the most emotional significance –and which are the most likely to build customer engagement

4:15 PM- 5:00 PM MASTER CLASS BRAINWEAVE

OPTIMIZING MOBILE SELF-SERVICE Mobile is changing the face of customer service. Users want the fastest path to answer, and will use multiple channels to get there, increasingly reaching for their smartphones to do so. During this session attendees will learn how to:

· Define, implement and optimize the best solution for mobile customer service

· Make self-service capabilities even more accessible · Integrate a mobile solution into an existing customer

service infrastructure to ensure seamless channel management

IMPROVING THE BRAND BY DRIVING CONSISTENT CUSTOMER SERVICECurious to learn brand-building strategies that you can implement within your contact center? During this PowerPoint-Free talk, attendees will learn how the contact center can be a powerful source for supporting the customer experience that builds brand loyalty and engagement.

· Understand how to create the experience as opposed to letting it create itself

· Learn how to train agents on conveying the brand’s · primary messages or principles · Ensure the brand isn’t diluted by unintentional messages



THE NEXT WAVE OF DIGITIZATION

6:00 PM – 6:40 PM PANEL: DIGITIZING CUSTOMER CARE WHILE RETAINING A HUMAN TOUCH: EXPLORING WHAT’S NEXT IN OMNICHANNEL, SELF-SERVICE AND ARTIFICIAL INTELLIGENCE

The words “digital disruption” has become quite popular in the Customer Care Industry…and for good reason. The internet has transformed the way our entire industry operates. Technology is no longer a barrier to innovation. Millennials demand value. Low-value service will be automated and replaced by self-service capabilities. By 2020, omnichannel and multichannel won’t even matter. So what’s next? During this panel discussion, attendees will discuss and debate the future of service with an emphasis on contact center technology.

· How does today’s connected customer want to be served? · What does it mean to remove barriers to value for digital service and support? · What are some best practices for digital engagement? · How is technology enabling disruption and do we see it as a threat, opportunity, both?

Now that multichannel is in full-swing and has become mainstream, what are the next steps for your contact center technology roadmap?

· How will your hiring practices shift as a result of advanced channel offerings? · How will call centers leverage artificial intelligence? Do you believe artificial intelligence (AI) may change the need

for physical contact centers all together? · How are you re-humanizing customer care in a connected world?

Cathy Bourgeois, Senior Director, Contact Center Technology, RBC Mark Groveunder, Vice President, Customer Service, Acer

6:40 PM – 7:15 PM COCKTAIL RECEPTION


DAY TWO MONDAY, JANUARY 23, 2017

7:30 AM – 8:15 AM BREAKFAST

8:15 AM - 8:20 AM CHAIRPERSON’S RECAP

GLOBAL GROWTH

8:20 AM – 9:00 AM HOW TO SCALE YOUR CUSTOMER SERVICE ORGANIZATION AS YOUR BUSINESS EXPANDS & CHANGES

Working across global boundaries and cultures and breaking down operational silos is one of the greatest challenges companies must overcome to deliver great customer experience. Our distinguished presenter oversees global medical contact strategy, operations and medical capabilities reporting for Bristol-Myers Squibb. During this case study on scaling the contact center for global growth, attendees will learn how to:

· Connect culture and communication across global operations · Develop a customized strategy for specific geographies and culture · Standardize where you can, personalize where you should · Receive strategies for operational excellence when managing rapid growth of customer

support

Christopher Keenan, Head, Worldwide Medical Contact & Insights, Bristol-Myers Squibb

9:00 AM – 9:40 AM DRIVING INTELLIGENT BUSINESS VALUE WITH CUSTOMER SEGMENTATION Increase the customer experience by understanding what drives individual customer behavior, satisfying the

customer’s need and predicting the outcome based on the customer resolution.

· Recognize how the best customer experience happens when you know your customer · Predict your customer lifetime value · Reduce the customer effort resulting in higher NPS score

Sue Gilkey-Martin, Global Vice President of Customer Service, Newegg Inc.

THE AGENT-LED EXPERIENCE

9:40 AM – 10:20 AM PANEL: AGENT OPTIMIZATION: CREATING AN ENGAGED WORKFORCE AND INCREASING RETENTION

With customer expectations high and failure points increased, it’s critical for contact centers to implement leading strategy and processes that protect the CX and increase engagement to deliver in any channel the customer chooses. Couple this with the rapidly changing nature of engagement due to the emergence of millennials as the largest group in the workforce, this topic has become a key theme of this executive forum.

Don’t miss this opportunity to hear how several customer care practitioners create a culture of trust and accountability, engage their employees, show a clear path to growth opportunities, and integrate innovative activities to rewire the brain for success and enable their agents to appropriately deal with anger, frustration and stress. After all, the quality of your customer service depends on your people to feel engaged and empowered.

· Create a culture of trust and accountability which leads to refreshed and invigorated agents · Provide the tools to empower your employees to exceed customer expectations each and every time · Highlight best practices in performance management skill areas such as expectation setting, coaching, employee

motivation and accountability · Leverage technology to its fullest potential to equip agents with the tools needed

to connect with customers in a meaningful way · Move beyond the transactional relationship to service consultants

Anthony Bagio, Director, Contact Center Operations, United Airlines Anna Elwood, Vice President, Operations, ZocDoc

10:20 AM – 10:50 AM BUSINESS MEETING


11:20 AM – 11:35 AM BREAK

*** outcome: achieve company alignment

across regions ***

***outcome: establish concierge customer service

and develop top advocates ***


DAY TWO CONTINUED

11:35 AM – 12:20 PM MASTER CLASS BRAINWEAVE

HOW TO OPTIMIZE SOCIAL MEDIA CUSTOMER CARESocial media and other online channels have become a significant source of customer service, especially for millennials. However, simply being present on various social media platforms is no longer enough. During this interactive session attendees will learn how to:

· Optimize social media to build real and strong bonds with customers

· Uncover the keys to brand advocacy · Select the best suitable social platform · Act fast and with confidence when things go wrong

OVERCOMING THE EMPATHY HURDLE: USING SPEECH ANALYTICS TO CAPTURE CUSTOMER SENTIMENTS IN THE CONTACT CENTER Speech analytics is gaining in popularity for its ability to help contact centers provide outstanding customer experiences, increase revenue and reduce customer attrition. No longer a “nice to have” technology, but rather a competitive differentiator. During this session attendees will learn how to:

· Transform agent interactions from transactional to meaningful relationships

· Automate processes to improve efficiency · Improve quality assurance

12:20 PM – 1:00 PM MASTER CLASS BRAINWEAVE

CONTACT CENTERS IN THE AGE OF AGILITY: TRANSFORMING CX WITH THE CLOUD The customer experience has become the new battleground. Always-on customers have more voice and more choice than ever before. This new reality has made winning one-on-one interactions absolutely business-critical. And the contact center is the driving force behind it all. Winning those one-on-one interactions starts with achieving your contact center’s unique customer experience goals. During this interactive master class, attendees will learn how to:

· Achieve business value in the cloud · Receive specific examples on how to power the

communications the modern customer demands while making it easy to create great experiences

THE RISE OF VIRTUAL AND AT-HOME AGENTS AS A SOLUTIONThere is a strong movement to virtual and work from home based customer service. Thanks to new technologies such as multi-support capabilities, WFH programs are carefully being considered to not only reduce operating costs, but improve service quality, enhanced customer satisfaction, agent retention and job satisfaction. During this PowerPoint-Free talk, attendees will discuss best practices on how to embrace this trend and ensure successful adoption.

· Hear about what, if any, contributions are employers making towards internet access

· Discuss the drivers behind implementation including disaster recovery and broader country reach

· Discuss the traps to avoid when implementing a WFH program

1:00 PM – 2:00 PM LUNCH

2:00 PM – 2:45 PM ROUNDTABLE DISCUSSIONS CHOOSE YOUR TOPIC Our roundtables discussions are designed to provide a roadmap on how to raise the bar on service and create

different, recognizable and frictionless experiences

A: ACHIEVING BETTER UTILIZATION OF ONSHORE, OFFSHORE & NEARSHORE RESOURCES Learn how to better utilize resources in onshore, offshore and nearshore environments. For those considering a service delivery change, receive guidance around building the business case and assessing change readiness.

B: IMPROVING YOUR CURRENT EMPLOYEES’ SOFT SKILLS With so much emphasis on and need for technology, it is becoming more important than ever not to short change the agent soft skills that are needed for great customer experience. Discuss the keys to improving quality of calls, how to address culture shifts and how to make the business case for increased training and engagement exercises.

C: LEVERAGING TECHNOLOGY FROM THE B2C WORLD TO HELP THE B2B WORLD IMPROVE THE CX Discuss the technology and processes that have worked well for VOC within a consumer business that can be leveraged in a B2B business, without having to reinvest along the way. Further discussion will be had on how to overcome general nuances in CX between consumer and B2B.

D: PROACTIVE SERVICE: PREDICTING CUSTOMER BEHAVIOR & PREVENTING ESCALATION Take away pre-emptive strategies and capabilities to reduce call volumes and prepare for and prevent periods of escalation. Examples will be provided on the use of data-forecasting and predictive analytics to super charge these efforts and witness early outcomes of reduced call volume and customer retention.

E: BLENDING SALES WITH SERVICE: BEST PRACTICES FOR CROSS-SELLING AND UPSELLING Not only does cross-selling and upselling provide opportunities to increase sales and revenue, but it has the ability to demonstrate greater value to the customer and allow them to see the bigger picture. This translates into lifetime loyalty. Take away leading tips to integrate upselling in inbound support and position the center as a source of power business intelligence.

F: BEST PRACTICES FOR IMPLEMENTING & OPTIMIZING TODAY’S ENHANCED IVR CAPABILITIES Today’s IVR systems look very different than even 2 years ago. Like any other customer care technology, it must provide a natural and effortless self-service experience to meet the constantly evolving customer expectations. In this roundtable, attendees will receive best practices for implementing an effective IVR and increasing utilization.


DAY TWO CONTINUED

2:45 PM – 3:25 PM TRACK A: DISRUPTION: THE NEW NORMAL IN CUSTOMER SERVICE

TRACK B : EMPLOYEE ENGAGEMENT

HOW PREDICTIVE ANALYTICS WILL SHAPE THE NEXT GENERATION CONTACT CENTERSThis session will present a roadmap for applying predictive analytics in the contact center to improve efficiency and effectiveness.

· Ensure proper transition to next generation contact management without sacrificing SLAs

· Discover the impact of predictive analytics on CSR profiles

· Ensure retention of knowledge while keeping abreast of next generation skillsets

Zeya Ottomone, Head of Global Customer Relationship Management, ABB

*** outcome: achieve greater business impact by leveraging smarter analytics ***

HOW WE INCREASE TEAM MEMBER LOYALTY WITHIN OUR ENTERPRISE, AT ALL LEVELS!How do you truly create an engaged workforce and increase retention? Your team members impart the company philosophy that drives the desire of repeat experiences, transactions and customer loyalty which organizations look to measure. In this session, hear from Patrick Duffy, Chief Experience Officer at Diamond Resorts International on how to:

· Reinforce mindset and philosophy before quantifying with metrics and analytics

· Value the frontline team members and celebrate the success of the team

· Build relationships with your clients, team members and external customers alike, that are positive and create a viral WOW!

Patrick Duffy, Chief Experience Officer, Diamond Resorts International

*outcome: boost agent performance

and enhance customer loyalty *



4:25 PM – 4:40 PM NETWORKING BREAK

4:40 PM – 5:30 PM KEYNOTE: THE EFFORTLESS EXPERIENCE: CONQUERING THE NEW BATTLEGROUND FOR CUSTOMER LOYALTY

Most customers don’t want to be “wowed;” they want an effortless experience. In this inspiring keynote, discover how loyalty is actually driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be.

Matt Dixon, The Effortless Experience, CEB

** Book Signing at 6:00 PM During Cocktail Hour **


6:00 PM – 6:40 PM COCKTAIL RECEPTION FOLLOWED BY BOOK SIGNING

Limiting the event to a small number of select vendors adds value. It’s a good chance to re-evaluate vendors and gain access to solutions you may not know exist.Steve Riddell, Chief Sales Officer, Sprint

You can’t get this type of education in a university. The ideas exchanged here are innovative and futuristic. Zeya Ottomone, Head of Global Customer Relationship Management, ABB

10

DAY THREE TUESDAY, JANUARY 24, 2017

7:30 AM – 8:00 AM BREAKFAST

8:00 AM – 8:05 AM CHAIRPERSON’S RECAP

TRANSFORMATIONAL ENGAGEMENT8:05 AM – 8:45 AM DRIVING IMPROVED CONTACT CENTER PERFORMANCE Executives focus on lots of things, but only a few matter for performance improvement. Learn secrets that you must focus

on to set the foundation for growth. This session will focus on the sales, service, coaching, and performance strategies and will help you move your organization to the next level of performance improvement.

Stephen Riddell, Chief Sales Officer, Sprint


9:15 AM – 10:00 AM PRACTITIONER-LED ROUNDTABLES A: CX Leadership: Influence in the Absence of Authority

In this interactive roundtable, attendees will discus the critical steps to becoming a successful change-agent, whether your team is in the repair, elevate, optimize or differentiate stage.

B: How a Rising Minimum Wage May Impact Contact Centers Discuss the new rising minimum wage requirements and exchange dialogue on what this means for captive operations.

C: From Mom & Pop to Shake Up: Scaling Up Your Contact Center Receive best practices on how to scale up the contact center when experiencing rapid growth. Attendees will discuss the pillars of a strong foundation and share their most effective strategies to ensure early success.

D: Using Data Analytics to Convert Contact Centers into Insight Centers Learn how data analytics can support sweeping changes in customer contact through its ability to rapidly extract valuable customer insights that can be used to improve interactions. Lorianne Feltz, SVP, Customer Service, Erie Insurance E: Elevating the CX: Introducing Deeper Human Aspect Into Every Touchpoint Along the Customer Journey Attend this session to take your journey mapping to a whole new level. Hear how innovative companies are humanizing customer interactions from a contact center perspective to drive deeper personalization in a seamless way. How does this impact companies that are sensitive to cost? How can a third party help? F: The Royal Treatment: Developing Your Customer Advocates Successful contact centers are realizing the need to shift their customer support operations to a “concierge” model of service and employ top advocates to deliver on heightened customer expectations. During this interactive roundtable attendees will discuss the key characteristics of customer advocates, how to develop and reward them and discuss the benefits of having this level of service in the first place.



11:00 AM – 11:40 AM CUSTOMER EXPERIENCE AS A COMPETITIVE WEAPON Great Customer Experience (CE) helps brands differentiate themselves from their competition and over time helps them

to become great – from Southwest to Amazon. But, unfortunately, Customer Experience (CE) is an overused term and has muddies the waters on what it actually means, causing a lack of focus on what really matters. This discussion will attempt to: · Provide insight on key drivers of Customer Experience in organizations and

how they influence our approach to CE within the eCommerce space · Provide examples from the speaker’s own experience to compare and contrast with best practices and why there are

gaps between actual performance and aspiration · Gain insight on evolving CE experiences based on advances in Big Data and other available technologies

Ajit Sivadasan, VP, Global eCommerce, Lenovo

11:40 AM – 12:20 PM CLOSING PANEL: FROM CONTACT CENTER TO CUSTOMER ENGAGEMENT HUB: LEADING THROUGH CHANGE

A fundamental paradigm shift in the way we interact with our clients and then integrate feedback throughout the organization is critical to building long-term customer loyalty and trust. Don’t miss this opportunity to learn from leading customer care experts on how to: · Transform the contact center into a true relationship center in order to satisfy today

(and tomorrow’s) customers better · Recognize that customer relationship involves more than just the contact center · Rethink current channels · Move beyond standard metrics and leverage each and every interaction

Stacy Smith, SVP, Contact Center, Hancock Bank Carolyn J. Martin, VP, Customer Experience, Assurant

12:20 PM – 12:30 PM CHAIRPERSON’S CLOSING REMARKS & END OF CONTACT CENTER EXCHANGE

*** outcome: receive a framework to measure key metrics that help

organizations monitor progress ***

*** outcome: transform into a future ready and proactive

strategic resource ***


CCW’S NETWORK OF SPONSORS & EXHIBITORS

Human Capital Management & Consulting

Workforce Optimization for Insight & Agility

SCREENPLAY

Global CloudCommunications

by

TranscribeMe

BECOME A SPONSOR TODAY! If you’d like more information on becoming a sponsor at the Contact Center Executive Exchange, please contact us today.

Rhys Davies, Sponsorship Director 1-212-885-2772 • [email protected]

Documents

January 22-24, 2017 · New Orleans, LA › media › 1003804 › 74654.pdf · · Expand your customer experience training and boost agent’s moral Anna Elwood, Vice President, Operations,