Tools & Technology

Delivering Superior Customer Service in a Downturn Economy

Dave Huber, Contact Center Consulting Systems Engineer with Avaya

In this session you will hear strategies that the worlds best contact centers are using to innovate and excel in the current economic climate.   Avaya is widely recognized as the leading provider of contact center technology and innovative solutions.

 HR & Talent Management

Creating a Culture That Breeds Success

Sharon Fernandez, VP Farmers Insurance

Everyone is talking UC.  But is it just the old convergence promise now coming to fruition with a fancy title?  Sort of…..

Do you remember a time when you were holding a meeting and your staff was inundated with emails and phone calls?  Didn’t you wish that email and phone systems could simply check your staff’s calendars, and hold all communications, because these systems knew about the meeting. Your wish is now possible with UC technology.  But instead of the technology solution, you could just have asked your staff to turn off their phones when they walked into the meeting, right? While this example illustrates a UC app that maybe overkill, there are dozens of case studies where the technology is truly transforming.

Unified Communications technologies promise to bridge the great divide between telecommunications and computing technologies.  In the last couple of years, true convergence has come to life, replete with tangible examples, but not without costs, risks and deployment issues.  UC is not for the faint of heart, but it promises to be a potentially transforming technology for those who think it through carefully.

Join contact center futurist, consultant and former CIO, Mary Murcott, in her workshop on Unified Communications, as she leads a non-techie discussion on:

• Clearly defining Unified Communications Technologies, and the types of business and IT issues that UC technology can solve
• Contemporary UC examples of what Way Cool Contact Centers™ are doing to transform their centers by reducing costs and improving customer experience
• Assessing the benefits, costs, risks and potentially career limiting moves of UC
• Who’s Who in the UC vendor world

Whether you are just thinking about UC or already have a brilliant deployment you want to share, join Mary for this highly interactive discussion.  Get educated, get ideas, get networked.

HR & Talent Management

Leaders Guide to Performance Management

Greg Jerralds, Profit InnerCircle

This session delivers powerful strategies Executives, Human Resource Leaders, and Department Leaders of all levels need to transform employees from individual contributors and team members to the ultimate strategic partners!  During the session, you’ll discover the:

• Cost-effective ways to increase cross-departmental communication & collaboration
• How to unify employees and strategically align department goals with company objectives!
• Strategies needed to lower the risk of new hire turnover within the first six months!
• Powerful employee development concepts that can be fully implemented within hours!
• Unforgettable tips to help ALL Leaders increase their effectiveness as coaches!
• Ways HR Managers can partner with business leaders to keep employees engaged!
• Vital steps employees must follow increase their performance evaluation rating!
• And so much more!

CONFERENCE SESSION THREE

Metrics and Performance Improvement

Managing Home Based Agents

Judy Dorsett, Apple, Inc.

In this workshop, Judy will discuss the challenges of launching and maintaining a home based agent program. She will cover how Apple determines Employee Selection, Training, Performance Management and monitors Quality Assurance. Judy will also talk about Employee Motivation and Technology Challenges.

Tools & Technology

Small Call Center Technology Case Study

Scott Murphy, Employee Retirement System

In this workshop, you will how a small call center can use cutting edge technology to improve customer service, increase efficiency and employee productivity. Participants will also learn how ERS' innovative use of technology improves their ability to manage their work at home agents. 

HR & Talent Management

Culture Shift – Moving People Forward™

Bob Furniss, Touchpoint Associates

Customers are more demanding than ever and often choose to do business based on the level of service that they receive.  Research shows that the number one reason customers give for dissatisfaction is employee indifference. 

How do top companies create a culture that supports employee engagement to develop people who love to service customers?   In this workshop you will discover how companies like ServiceMaster, St. Jude Research Hospital, Four Seasons Hotels, Zappo’s and others developed a culture of service – to provide a consistent “top-box” customer experience.

Learn how to:

• Recognize your current culture to understand what people are really saying about their experience – as an employee and a customer
• Clearly articulate and model a value-driven culture into your business
• Become a compassionate leader and engage employees at a new level
• Inspire employees to do the engage customers through a culture of service
• Communicate and coach in ways that drive engagement and improve culture
• Create a one-year momentum calendar that serves as an action-plan for shifting forward