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Customer Experience - How you manage customer expectations during these chaotic times. How you can use self service tools to make it easier for customers to get access to information, omni-channel and other strategies to keep customers informed.
Home Agent Tech And Environments - Everything you need to know about creating the idea workspace for your teams. The technology to use, furniture, noise considerations, security and lessons based on your experience - good and bad!
Customer Loyalty – Customer satisfaction is not the same as loyalty. We want to hear how companies are developing loyalty programs – benefits, costs and strategies. Also technology and tools used to manage programs and measure their success
Artificial Intelligence and Tech Solutions – Event to help those looking for solutions to enhance service and reduce cost. Covering AI and other tools to enhance communication. We want to hear whats worked, whats coming up in the near future, will AI replace the agent completely and more.
Training In Contact Centers – We want to hear from trainers and training companies about the tools and techniques used to train staff in the classroom and online. Lessons we can learn from and how to effectively manage pre and post training audits.
Employee Engagement – Everything you want to know about employee engagement – strategies, technology and lessons from good and bad approaches. Also tools to measure engagement and what to do when engagement starts to slide.