Registration OPEN - tea/coffee available All pre-registered delegates who have electronic passes to arrive to collect their conference packs. Tea, coffee and breakfast bagels available

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

Raj will cover the conference materials, how to use some of the tools, introduce delegates and will start the event.

Customer Service Best Practices - How To Win and be Different in a Competitive World

Amazing service is about going above and beyond what is expected. Hear how these companies do just that!

Presentations From:

Brian Rails - Director Service Center

United States

Speaker Bio

MassMutual

Center Size:144

Company Bio

About Our Center

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

 
We will be sharing our best practices which include
 

1. Recruit with a purpose
2. Train continuously
3. Set the right definition of success
4. Eliminate fear of failure
5. Get Personal
6. Unwaveringly focus on the customer
7. Avoid metric overload & immobility
8. Recognition is key
9. Check & adjust
10. The culture you have dictates the service provided

 

Role of the Center:

Customer service and support for clients and agents making phone and internet requests.

---

Richard DeMonte - Director, Business Operations

United States

Speaker Bio

Scivantage, Inc.

Center Size:10

Company Bio

About Our Center

Scivantage® is a Global FinTech 100 technology provider of Wealth Management and Cost Basis solutions. With proven expertise in online brokerage, tax and portfolio reporting, and wealth management applications, Scivantage provides leading financial institutions intelligent and actionable information, helping improve client investment decisions, generate new revenue and build stronger customer relationships.

Role of the Center:

The Scivantage Call Center is the first point of contact for all production service issues opened by our clients. The team has complete oversight and management of issues throughout the lifecycle of the support process. When issues are opened, the Call Center team evaluates the reported service issue to ensure the issue is understood, can be reproduced, and will attempt to resolve the issue. In the event the issue needs to be escalated, the Call Center team works closely with internal departments to diagnose issues and action the tickets accordingly. Throughout the life cycle of the reported issue, the Call Center team creates reports to track statistics and progress to communicate the status to the client.

---

Topics relating to this track: Strategy ● Customer Engagement ● Employee Engagement

Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER

Chat bots / AI and the contact center
- round table discussion on the effects of new tech on our people, our customers and how the contact center will evolve

Lunch Break - 3-course hot /cold buffet lunch included.

Contact Center Best Practices from the Small to Mega

We have gathered the best in the Americas. They deliver outstanding results and customer satisfaction. Hear how they do it.

Presentations From:

Christine Whittaker - Director, Customer Experience

Canada

Speaker Bio

Club Auto

Center Size:120

Company Bio

About Our Center

Connecting to the Future of Automotive Mobility Founded in 1992, Club Auto is a client-centric organization that works exclusively with automotive clients, focusing on delivering exceptional experiences for their customers. Initially, Club Auto partnered with Canadian automotive manufacturers to provide roadside assistance services to new car buyers as part of the car’s warranty protection. With exclusive access to the CAA service network across the country, Club Auto provides the highest quality roadside assistance services. As a result of developing deep relationships and extensive knowledge of the automotive sector over the last 23 years, Club Auto has expanded beyond just roadside services to become a leading customer experience management company in the automotive sector. Today, Club Auto’s core competencies include: - Roadside Assistance - Contact Centre Operations - Technology Solutions - Data Reporting & Analytics

Role of the Center:

Handles customer service inquiries for Club Auto’s client base. Answers all customer contact such as roadside assistant requests, handling customer inquiries related to their automotive concerns and utilizing computer applications to provide exceptional customer service.

---

Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement

Contact Center Challenges - Open Discussion

Creating Compelling Career Paths in the Contact Center Environment
Amy Bennet - Director, Communications, Blue Ocean Contact Centers
Let’s face it. No one ever dreams of growing up to be a call center agent. As employers, we all know that a lot of high potential candidates look at a call center job as something to do while they look for something else. With creative career-paths, we can attract, engage, and retain talent in a way that is good for our businesses, our industry, and our employees. In a 30 minute presentation, Amy shares the way Blue Ocean shapes a variety of career paths for employees.

Afternoon break tea/coffee, soft drinks and snacks served (foyer)

How To Run A World Class Help Desk

These great companies share their experiences of running help desks. Hear about their strategies and challenges in this best practice session.

Presentations From:

Raul Polanco - Call Center Supervisor

United States

Speaker Bio

IGT USA

Center Size:150

Company Bio

About Our Center

IGT, formerly known as GTECH Corporation, began as start-up in Rhode Island in 1980, with a focus on lottery technology. From its roots in the smallest state in the U.S., GTECH quickly grew into the number one global lottery technology business. On April 7, 2015, GTECH S.p.A., the former parent company of GTECH Corporation, completed its acquisition of Nevada-based International Game Technology, a global leader in casino and social gaming entertainment. In connection with the acquisition, GTECH S.p.A. was merged with and into International Game Technology PLC (“IGT PLC”) and on that same date, IGT PLC was publicly listed on the New York Stock Exchange under the ticker symbol “IGT.” IGT PLC became the parent company of GTECH Corporation, and IGT PLC and its subsidiaries are collectively branded as “IGT.” On October 1, 2015, to reflect our unified identity as “IGT,” the company name of GTECH Corporation was changed to IGT Global Solutions Corporation.

 
We will be sharing our best practices which include
 

1. Incident Management Best Practices
2. The importance of Redundancy Plans
3. The Benefits of In House Customized Technology
4. Helpdesk Empowerment
5. Incident Management Helpdesk Competencies

 

Role of the Center:

To provide excellent customer support through various channels of communication such as Phone, Email and Chat.

---

Topics relating to this track: Customer Engagement ● Employee Engagement ● Technology ● Strategy

Helping Staff See The Career Opportunities - Reduce Attrition

End of conference sessions for the day

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

Running a World Class Inhouse Contact Center

Large contact centers have some unique challenges. We have gathered the best to share their ideas and opinions with you. They deliver outstanding results and customer satisfaction. hear how they do it.

Presentations From:

Matthew Welch - Director - Operations

United States

Speaker Bio

RealPage, Inc.

Center Size:232

Company Bio

About Our Center

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

We are the largest centralized leasing and maintenance contact center for the Multi-family and Senior housing industry. Our well trained associates go the “extra mile” as a natural extension of our partner’s on-site teams to field prospect inquiries and resident maintenance requests by phone, chat or email. Our partners have let us know that in a head to head comparison with our competition, we capture more leads and qualified visits, resulting in more leases. We are also proud to be our partner’s “first responder” regarding both emergency and non-emergency maintenance issues. Our associates are professional, friendly, empathetic and reassuring as they support our leasing and maintenance solutions using innovative tools and continuously improving processes. We never miss an opportunity to deliver exceptional prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes!

---

Tammi Kraushaar - Director

United States

Speaker Bio

Mass Mutual

Center Size:290

Company Bio

About Our Center

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

 
We will be sharing our best practices which include
 

1. Our noble mission
2. Call to action
3. Employee Engagement
4. Power to change our world
5. The feel good of work done well

 

Role of the Center:

We assist plan participants primarily through phone calls, but additionally through correspondence and e-mails. We assist from their original plan enrollment date through their final retirement date with signing up, increasing contributions, loan processing, distributions, and retirement estimates. Our contact representatives assist with financial transactions to re-balance portfolios, establish investment models, and exchanging investment options.

---

Angelo Arezzi - Sr Director, Project Management and Workforce

Thomas Farrell - Senior Vice President, Customer Service

United States

Speaker BioSpeaker Bio

Web.com

Center Size:650

Company Bio

About Our Center

Web.com Group, Inc. (Nasdaq: WEB) provides a full range of Internet services to small businesses to help them compete and succeed online. Web.com is owner of several global domain registrars and further meets the needs of small businesses anywhere along their lifecycle with affordable, subscription-based solutions including website design and management, search engine optimization, online marketing campaigns, local sales leads, social media, mobile products, eCommerce solutions, and call center services.

 
We will be sharing our best practices which include
 

1. Singular focus on Quality and Customer Staisfaction
2. Deliver Best in Class Core Metrics and Traditional KPI’s
3. Insist on a Culture of Accountability and Ownership
4. Nourish Employee Engagement, Career Pathing, and Fun
5. Embrace Strong Project Management Skills and techniques

 

Role of the Center:

Our contact center is tasked with engaging our customers with regard to their online presence including their website, Facebook, and search engine rankings. We passionately support every small business with the goal of helping them understand the internet and how it can help their business grow and succeed.

---

Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement

Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER

Running an Emergency Center

Running an emergency center offers different challenges than a customer service or sales center - often lives are on the line. Hear how these companies run a world class emergency center!

Presentations From:

Christine Whittaker - Director, Customer Experience

Canada

Speaker Bio

CLUB AUTO

Center Size:120

Company Bio

About Our Center

Club Auto understands the needs of automotive companies and their customers. For 25 years, Club Auto has remained 100% focused on serving the automotive sector. Its all we do. By constantly seeking new ways to enhance the customer experience and deliver unparalelled value to its clients, Club Auto developed and launched the very first OEM mobile roadside assistance application in 2014. More recently, Club Auto added new mobile capabilities called Service Tracker, a complimentary mobile app that provides an "Uber-like" experience to customers requesting roadside assistance through their smartphone. To maintain its leadership position as a customer experience management company in the era of the connected car, Club Auto has invested wisely in people, processes and technology. Working closely with the top automotive brands in the business, Club Auto has evolved beyond roadside assistance to become a valued strategic partner in the automotive sector.

 
We will be sharing our best practices which include
 

1. Emergency nature of our calls
2. How we leverage technology to assist our stranded customers
3. How we leverage telecom to expedite emergency service
4. How we attract, train and retain our emergency CSRs
5. Future of emergency ERS handling

 

Role of the Center:

Handles customer service inquiries for Club Auto’s client base. Answers all customer contact such as roadside assistant requests, handling customer inquiries related to their automotive concerns and utilizing computer applications to provide exceptional customer service

---

Topics relating to this track: Performance ● Community ● Strategy ● Operational Management ● Employee Engagement ● Customer Engagement ● Technology

Operational Management - Making the Center Work Efficiently!

Effective operational management is key to your success. Hear from the best in this enlightening perspective on operations from the managers who bring it all together.

• Each will share their top tips for success
• How they measure performance
• Overcoming challenges
• Best practices

Presentations From:

Tammi Kraushaar - Director

United States

Speaker Bio

MassMutual

Company Bio

About Our Center

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

Role of the Center:

Our contact center supports participants in our customer plans by educating them about their retirement plans and servicing any post-sale needs.

---

Topics relating to this track: Leadership ● Operational Management ● Team Management ● Employee Engagement ● Motivation ● Strategy

Lunch Break - 3-course hot /cold buffet lunch included.

Motivation - Why are You Trying So Hard?
One-hour interactive workshop
Facilitator: Luis A. Marrero, M.A., RODP, LLP - CEO Boston Institute for Meaningful Purpose, Westfield, Massachusetts
Key macro indicators pertaining employee engagement, trust in leadership, and happiness at work remain stubbornly on negative terrain. Why -- despite encouraging empirical findings and a plethora of consulting firms and internal practitioners -- do key success indicators remain stubbornly low? To solve the paradox, and through the lens of Meaningful Purpose Psychology, participants will

• define the engagement problem
• examine operating assumptions about the problem
• learn where the operating assumptions come from and their impact on motivation and engagement
• plan to implement practical solutions to increase intrinsic motivation and engagement

About the Facilitator: Luis A. Marrero is an internationally recognized author, consultant and coach. He is the CEO of the Boston Institute for Meaningful Purpose, and Deputy Chairman of the Board of the International Network on Personal Meaning. Luis authored The Path to a Meaningful Purpose: Psychological Foundations of Logoteleology; his first book in a planned anthology. He is acknowledged as the pioneer of meaningful purpose psychology or logoteleology, as well as Second Wave Organization Development (OD2.0). He lives with his wife, Nahir, in Westfield, Massachusetts and Deltona, Florida.

Afternoon break tea/coffee, soft drinks and snacks served (foyer)

How To Sell More in Your Center! - Top Sales Professionals Explain?

For those of us involved in selling products or services or considering selling on the back of service calls, getting highly motivated sales agents fired up and keeping them fired up is key. Hear from these professionals as they share:

• How to stay motivated in sales
• What they do to help others succeed
• Their tips for managing sales professionals

Presentations From:

Rachel Paul - Sales and Service Representative

United States

Speaker Bio

New York Life

Center Size:400

Company Bio

About Our Center

For more than 165 years, New York Life Insurance Company's unwavering financial strength and time-tested investment strategies have provided consistent value and solid financial protection for our clients and their families. Since becoming the first American life insurance company to pay a cash dividend to policyholders in the mid 1800's, New York Life has continued to build a history of innovation, enhancing our existing product lines, creating new financial products, and maintaining a diversified portfolio to best accommodate our customers changing needs and lifestyles.

Role of the Center:

Our contact center role is to service existing customer's policies and sell to new prospects through a Direct Marketed Life Insurance. We also handle help-desk calls for field life insurance agents, helping them navigate through different web sites to help increase the company’s over all sales.

---

Topics relating to this track: Motivation ● Sales ● Incentives

How To Manage Customers Better At the Frontline!

Undoubtedly the most important asset in the contact center is the customer service professional They make or break relationships and in these sesions we have the best from the region onsite to share their ideas and tips to help motivate and develop your front line team to be driving force behind your customer service successes.

Presentations From:

Coty Guyette - Call Center Team Specialist

United States

Speaker Bio

MassMutual

Center Size:144

Company Bio

About Our Center

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

Role of the Center:

Customer service for clients and agents making phone and internet requests

---

Magali Schoulguine - Field Service Consultant

United States

Speaker Bio

MassMutual

Center Size:300

Company Bio

About Our Center

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

Role of the Center:

support customers (clients and agents)

---

Topics relating to this track: Customer Service ● Employee Engagement ● Motivation

End of conference sessions for the day

Delegate Bowling Networking Nite! Highly Recommended!
- a fun evening for all delegates. We ask for a nominal donation for charity! In past few years we have raised money and donated it to Medical Missions For Children, UNICEF, Humane Society and Doctors Without Borders. This is a fun event and includes snack foods, beer, soft drinks etc and bowling! It's a great way to meet other delegates and have some fun.
Places must be booked min 24 hours in advance

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

Leveraging the Power of Community Programs To Motivate Staff

Raising your profile and doing great things for the community is a major drive for many organisations.

• Hear how some companies have achieved great results with community programs
• Find out how to engage staff to get involved
• Learn tips and tricks

Presentations From:

Brian Rails - Customer Service Director

United States

Speaker Bio

MassMutual

Center Size:290

Company Bio

About Our Center

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

 
We will be sharing our best practices which include
 

1. Communicating Community Programs
2. Work with employees interests
3. Leading from the front
4. Being specific about program efforts
5. Make programs accessible
6. Reporting out
7. BRGs as a community spirit resource
8. Volunteering and it's business benefits
9. Programs that compliment each other
10. Playing on our strengths

 

Role of the Center:

Our representatives take inbound calls from policy holders and producers to receive service on their policies. We are predominately an inbound contact center and also process email requests. We handle calls from basic inquires to complex issues focusing on providing our policyholders with an outstanding experience with each interaction.

---

Christina Prince - Team Lead II

United States

Speaker Bio

RealPage, Inc.

Center Size:209

Company Bio

About Our Center

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

We are the largest centralized leasing and maintenance contact center for the Multi-family and Senior housing industry. Our well trained associates work around the clock as natural extension of our partner’s on site teams to field prospect inquiries and resident maintenance requests by phone, chat or email. We never miss an opportunity to deliver exceptional prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes!

---

Topics relating to this track: Employee Engagement ● Community ● Brand Development ● Motivation

Supervisors - How To Manage and Motivate Teams for Success!

Great front line staff need great supervisors and we have brought in the best to share knowledge. Hear:

• About the practical experiences
• Learn best practice ideas
• How they manage their teams and deal with difficult situations
• How they motivate and what motivates them to perform.

Presentations From:

Jaimee Cowart - Supervisor II

United States

Speaker Bio

RealPage Inc

Center Size:50

Company Bio

About Our Center

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

We are an inbound contact center supporting calls for customer prospects through the Multi-family leasing channel. Our location serves as our company Head Quarters with Contact Center service as part of our offering portfolio. Our Contact Center dynamic includes specialized leasing experts tailored to support multiple service queues for our contracted Property Management customer base.

---

Topics relating to this track: Coaching & Training ● Employee Engagement ● Team Management ● Motivation ● Strategy

Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER

Technology Innovation - How Centers Are Developing Solutions Internally

There's so much great technology out there, yet some contact centers build their own. Hear how these organizations developed their own innovative solutions to enhance the customer service they give to internal and external customers, why they developed it and get some great inspirations to maybe some of the challenges you face with technology

Presentations From:

Richard DeMonte - Director, Business Operations

United States

Speaker Bio

Scivantage

Center Size:10

Company Bio

About Our Center

Scivantage® is a Global FinTech 100 technology provider of Wealth Management and Cost Basis solutions. With proven expertise in online brokerage, tax and portfolio reporting, and wealth management applications, Scivantage provides leading financial institutions intelligent and actionable information, helping improve client investment decisions, generate new revenue and build stronger customer relationships.

 
We will be sharing our best practices which include
 

1. Review of the Scivantage support model and role that each group plays in servicing our clients
2. Overview of the technology used to drive a better client service experience for the Scivantage clients
3. Discussion around the use of technology to manage our internal teams by metric based reporting and goals
4. Discussion around the use of technology to manage our clients by metric based reporting and goals
5. Demonstration on how the Scivantage service center technology enables us to partner with clients for client scorecards and dashbaords

 

Role of the Center:

The Scivantage Call Center is the first point of contact for all production service issues opened by our clients. The team has complete oversight and management of issues throughout the lifecycle of the support process. When issues are opened, the Call Center team evaluates the reported service issue to ensure the issue is understood, can be reproduced, and will attempt to resolve the issue. In the event the issue needs to be escalated, the Call Center team works closely with internal departments to diagnose issues and action the tickets accordingly. Throughout the life cycle of the reported issue, the Call Center team creates reports to track statistics and progress to communicate the status to the client.

---

Topics relating to this track: Self Service ● Security ● Technology ● Productivity Tools ● Innovation ● Performance

Self-Service Technology - Enhancing The Customer Experience

Customers don't ask, they demand a range of channels so they can choose how they communicate with your company. Having every interaction being handled by a live person is costly and sometimes not necessary. Find out how the best in the region are using self-service technologies and positively enhancing the customer experience!

Presentations From:

Melody Razavitoussi - Customer Relationship Management

Canada

Speaker Bio

CLUB AUTO

Center Size:45

Company Bio

About Our Center

Connecting to the Future of Automotive Mobility Founded in 1992, Club Auto is a client-centric organization that works exclusively with automotive clients, focusing on delivering exceptional experiences for their customers. Initially, Club Auto partnered with Canadian automotive manufacturers to provide roadside assistance services to new car buyers as part of the car’s warranty protection. With exclusive access to the CAA service network across the country, Club Auto provides the highest quality roadside assistance services. As a result of developing deep relationships and extensive knowledge of the automotive sector over the last 23 years, Club Auto has expanded beyond just roadside services to become a leading customer experience management company in the automotive sector. Today, Club Auto’s core competencies include: - Roadside Assistance - Contact Centre Operations - Technology Solutions - Data Reporting & Analytics

Role of the Center:

Handles customer service inquiries for Club Auto’s client base. Answers all customer contact such as roadside assistant requests, handling customer inquiries related to their automotive concerns and utilizing computer applications to provide exceptional customer service

---

Parikshit Kalra - SVP, Solutions and Capabilities

United States

Speaker Bio

Hinduja Global Solutions USA

Center Size:28000

Company Bio

About Our Center

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 46,300 employees across 69 delivery centers in seven countries making a difference to more than 600 of the world’s top brands across nine key verticals.

Role of the Center:

HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provide a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps to retain valuable customers. HGS expertise span the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with 28,000 employees in 60 worldwide locations delivering localized solutions. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.

---

Mikhail Rogov - Vice President, Application Development

United States

Speaker Bio

Scivantage

Center Size:10

Company Bio

About Our Center

Scivantage® is a Global FinTech 100 technology provider of Wealth Management and Cost Basis solutions. With proven expertise in online brokerage, tax and portfolio reporting, and wealth management applications, Scivantage provides leading financial institutions intelligent and actionable information, helping improve client investment decisions, generate new revenue and build stronger customer relationships.

 
We will be sharing our best practices which include
 

1. Review of the Scivantage support model and role that each group plays in servicing our clients
2. Overview of the technology used to drive a better client service experience for the Scivantage clients
3. Discussion around the use of technology to manage our internal teams by metric based reporting and goals
4. Discussion around the use of technology to manage our clients by metric based reporting and goals
5. Demonstration on how the Scivantage service center technology enables us to partner with clients for client scorecards and dashbaords

 

Role of the Center:

The Scivantage Call Center is the first point of contact for all production service issues opened by our clients. The team has complete oversight and management of issues throughout the lifecycle of the support process. When issues are opened, the Call Center team evaluates the reported service issue to ensure the issue is understood, can be reproduced, and will attempt to resolve the issue. In the event the issue needs to be escalated, the Call Center team works closely with internal departments to diagnose issues and action the tickets accordingly. Throughout the life cycle of the reported issue, the Call Center team creates reports to track statistics and progress to communicate the status to the client.

---

Topics relating to this track: Self Service ● Innovation ● Technology ● Performance ● Security ● Productivity Tools

Contact Center Support Professional - The IT Professionals Share Tips

IT is the backbone of every contact center and an enabler for us to achieve world class performance in our centers. Hear from the best as they share

• Ideas on how you can make your IT more effective
• Tips and tricks for IT professionals
• Discuss projects they have managed in their center

Presentations From:

Melody Razavitoussi - Help Desk Analyst

Canada

Speaker Bio

Club Auto

Center Size:45

Company Bio

About Our Center

Connecting to the Future of Automotive Mobility Founded in 1992, Club Auto is a client-centric organization that works exclusively with automotive clients, focusing on delivering exceptional experiences for their customers. Initially, Club Auto partnered with Canadian automotive manufacturers to provide roadside assistance services to new car buyers as part of the car’s warranty protection. With exclusive access to the CAA service network across the country, Club Auto provides the highest quality roadside assistance services. As a result of developing deep relationships and extensive knowledge of the automotive sector over the last 23 years, Club Auto has expanded beyond just roadside services to become a leading customer experience management company in the automotive sector. Today, Club Auto’s core competencies include: - Roadside Assistance - Contact Centre Operations - Technology Solutions - Data Reporting & Analytics

Role of the Center:

Handles customer service inquiries for Club Auto’s client base. Answers all customer contact such as roadside assistant requests, handling customer inquiries related to their automotive concerns and utilizing computer applications to provide exceptional customer service

---

Topics relating to this track: Technology ● Security

Lunch Break - 3-course hot /cold buffet lunch included.

Omni-Channel Support: Past, Present, and Future of Customer Service
Angelo Arezzi, Sr Director, Project Management and Workforce & Tom Farrell, Senior Vice President, Customer Service: Web.com

The world is quickly changing at a rapid pace. At the forefront of that change is Omni-Channel platforms that allow customers to have on-demand support at a moments notice. In today's climate we are all judged against Amazon and Google it is more important than ever before that those in the support industry understand how we got here and how to ensure you don't get left behind. Along the way we will give you some key steps to make your business Omni-Channel.

Contact Center Support Professional - Workforce Planning Best Practices

We all value the skills of workforce planners - maybe you do your own on a simple spreadsheet. In this session:

• Hear from the best as they share their knowledge
• Find out how they create effective schedules
• learn their tips and tricks to make staff motivated!

Presentations From:

Andrew Pierce - Operations Analyst

United States

Speaker Bio

IGT

Center Size:150

Company Bio

About Our Center

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.

Role of the Center:

Technical support for customers using our equipment at their site; dispatch technicians for field service; incident management.

---

Lea Daigneault - Workforce Management Analyst

United States

Speaker Bio

MassMutual

Center Size:144

Company Bio

About Our Center

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

Role of the Center:

Support Customers, answer incoming calls and emails. Provide exceptional service.

---

Topics relating to this track: Workforce Planning ● Employee Engagement

How To Enhance Your Contact Center Quality Scores!

Understating quality is one thing, impacting it positively is another. In this session we hear from presenters as they share their tips for success.

Presentations From:

Caleb Deleault - Quality Assurance Specialist

United States

Speaker Bio

MassMutual

Company Bio

About Our Center

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

Role of the Center:

Provide outstanding customer service.

---

Topics relating to this track: Performance ● Coaching & Training ● Quality

Conference Wrap Up

Gala Dinner & Awards Presentation
Includes dinner, drinks and after awards entertainment (offsite)