NEXT GENERATION Contact Center & Customer Engagement BEST PRACTICES
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Check out The Most Innovative, Highly rated Contact Center World Events EVER!
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|Welcome and introduction - Raj Wadhwani, President ContactCenterWorld|
|Best Practices Running a Large Inhouse Contact Center Close Presenter DetailsView Presenter Details|
Large contact centers have some unique challenges. We have gathered the best in to share their ideas and opinions with you. The best large contact centers do amazing things - they deliver outstanding results and customer satisfaction. hear how they do it.
|Analyst Role in the Contact Center Close Presenter DetailsView Presenter Details|
Want to hear first hand how analysts can help you with some ideas and best practices? They will:
|Want To Sell More in Your Center! - Top Sales Professionals Explain How They Do It! Close Presenter DetailsView Presenter Details|
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 front line professionals as they share:
|Social Media Management in the Contact Center Close Presenter DetailsView Presenter Details|
Social media has changed the way we do business and communicate. Comments about service and feedback is online and goes viral in seconds. Customers expect to communicate more and more using these new channels. In these sessions find out:
|Leveraging the Power of Community Programs To Motivate Close Presenter DetailsView Presenter Details|
Raising your profile and doing great things for the community is a major drive for many organisations.
|IT An Area You Want To Manage Better For Your Center? IT Professionals Share Tips Close Presenter DetailsView Presenter Details|
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
|Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER|
|Recruiting for Your Contact Center? - Want Unique and Effective Strategies? Close Presenter DetailsView Presenter Details|
Recruiting the right staff at the right time can be challenging - hear how these organizations do just that. You will:
|Workforce Planning Best Practices - Those Who Do The Job Share Ideas Close Presenter DetailsView Presenter Details|
We all value the skills of workforce planners - maybe you do your own on a simple spreadsheet.In this session:
|Developing Customer Loyalty Programs that Really Work! Close Presenter DetailsView Presenter Details|
Customer Loyalty is not the same as customer satisfaction - a satisfied customers does not mean a loyal customer. In this session:
|Lunch Break - 3-course hot /cold buffet lunch included in the restaurant.|
|How To Enhance Your Contact Center Quality Scores! Quality Professionals Share Tips Close Presenter DetailsView Presenter Details|
Understating quality is one thing, impacting it positively is another. In this session we hear from those who measure and assess quality and they will share:
|Making Outsourcing Work - Developing a Win:Win Partnership Close Presenter DetailsView Presenter Details|
We have identified the best partnerships between outsourcer and client. In this session:
|How To Run A World Class Help Desk Close Presenter DetailsView Presenter Details|
These great companies share their experiences of running help desks. Hear about their strategies and challenges in this best practice session.
|Project Management - From Inception To Conclusion - How to Manage Projects! Close Presenter DetailsView Presenter Details|
Find out from some of the best project managers out there tips and tricks to help you manage projects in your contact center!
|Afternoon break tea/coffee, soft drinks and snacks served (foyer)|
|Mid Sized and Small Contact Center Best Practices! Close Presenter DetailsView Presenter Details|
Managing a medium sized contact center is what these cpntact center professionals will talk about. Each has a unique perspective and story on what they do and how. Find out about their specific challenges and opportunities as the best share ideas.
|End of conference sessions for the day|