Session Speakers
Click here for Speaker Presentation Downloads.
Sessions A
Thursday, April 3
11:00 am – 11:45 am
|
Session Tracks & Rooms |
Session Titles |
Session Speakers |
|
Digital & Technology Connections |
"LIVE Voice and Speech Analysis" Live voice and speech analysis provides feedback for your agents and management teams regarding call qualities, including emotions, words and phrases, while your customer is STILL ON THE CALL. Learn more about the value of voice and speech analysis including:
Businesses using live voice and speech analysis say it “...has revolutionized the way our agents listen to customers. Having the ability to see the emotion levels for both sides of the conversation separately, agents are motivated and succeeding in delivering customer service excellence.”
|
|
|
Customer Engagement Connections |
"Science Hour: The Power of Engaging Conversations" Do you feel you have reached a customer experience plateau? Have you thought your agents lack emotional connection with customers? Do you secretly fear we are becoming a society who can only communicate through a few characters in a text and yet you need agents to engage with customers? You may already know that when your agents have engaging conversations the result is higher customer satisfaction, loyalty, and repeat buying. Armed with the latest output from neuroscience research, case studies, and industry experience your presenters will provide thought provoking, innovative, and fresh solutions to what could be your greatest challenge to achieving customer satisfaction…the human condition. |
|
|
Customer Experience Connections |
"Selling Service & Quality to the CFO & CMO" Great service and quality have broad impact on the top line and the bottom-line, so it’s no surprise that the top priority these days among senior management looking to enhance revenue via an enhanced Customer Experience (CE). There are five ways Customer Experience can help companies boost revenue and cut costs. John will explain each of the five impacts – three of which enhance the top line and two which impact the bottom line by reducing costs.
|
|
|
Emerging Issues Connections |
"2013 Regulatory Year in Review and the Forecast for 2014" PACE General Counsel Michele Shuster & Nick Whisler along with Ken Sponsler, Vice President and General Manager of Compliance Point, will provide the most up-to-date state and federal regulatory overview with a focus on the impact of the TCPA cell phone amendments and the aggressive legislation being introduced on the state level. This is a can’t miss session for anyone in the contact center industry. Michele and Nick will also provide the latest on PACE's advocacy efforts with the FCC and the state attorneys general. Ken will discuss how the PACE Self-Regulatory Organization program is working to reduce regulations and enhance accredited company’s defend-ability and marketing efficiency.
|
|
Sessions B
Thursday, April 3
2:15 pm – 3:00 pm
|
Session Tracks & Rooms |
Session Titles |
Session Speakers |
|
Digital & Technology Connections |
"Moneyball Management: Building a team of Telesales All-Stars in 2014" Getting the most from employees with varying levels of talent and experience has always been challenging, even in centralized contact centers equipped with the latest technology. Now, with telesales teams increasingly distributed across multiple offices and working from home or on the go with a growing diversity of devices, accurate insight into (and managing) performance has become more complicated and difficult than ever. In this session, we will reveal how you can use new technologies and the management strategies made famous in the book and movie "Moneyball", to give yourself greater visibility into the key sales activities and performance indicators of your distributed sales organizations. Attendees will learn how to transform distributed telesales players of all skill levels into the most highly effective team possible. |
|
|
Customer Engagement Connections |
"Improving Communication to Drive Customer Engagement" Improving Communication to Drive Customer Engagement is an interactive presentation of the DISC Index (DI), the latest interpretation of Dr. William Marston’s foundational work in the field of behavioral science. This session helps attendees:
|
|
|
Customer Experience Connections |
"Going Beyond Net Promoter Score" Measuring how well an organization does at attracting new customers and retaining existing ones combines to form the key strategic assessment called NET PROMOTER SCORE (NPS). But how does knowing that score really help contact center managers make ACTIONABLE decisions at the TACTICAL level to improve or enhance a customer’s experience with your business? This session will help attendees learn how to best isolate and measure the very areas that drive customer perceptions and improve an organization’s cost of operations while also improving their organization’s overall NPS. |
|
|
Emerging Issues Connections |
"Top 10 Mistakes Employers Make" With the ever changing labor and employment law landscape, employers are faced with a daunting task of remaining in compliance when addressing day-to-day employment decisions and developing policies and practices internally. How up-to-date is your organization on recent employment and labor law changes? This session will highlight recent changes in the law and address the most frequent employer mistakes that create liability in our industry and preventative proactive ways to minimize exposure moving forward. |
|
Sessions C
Thursday, April 3
3:15 pm – 4:00 pm
|
Session Tracks & Rooms |
Session Titles |
Session Speakers |
|
Digital & Technology Connections |
"Social & Digital Customer Service Excellence" Is your organization considering providing customer service over social media networks or looking for a new way to really exceed your customer's expectations? We will provide guidance of setting up your strategy and objectives, how to leverage free/low cost solutions and systems to get started, how to hire or set up your agents, measurement and how to really exceed your customer's expectations over these new channels.
|
|
|
Customer Engagement Connections |
"Establishing Personality -Based Connections as a Culture in the Contact Center" Understanding customer connection in today’s servicing environment requires more than a transactional approach. It’s important to interpret their needs on an emotional level can increase confidence in the outcome of your interactions. A Personality-Based approach to resolving customer inquiries is a novel and sophisticated strategy that if done correctly can pay off in satisfaction and first call resolution. In this session you will hear one approach to establishing a culture of connecting to customers through understanding of the needs of their personalities. You will see how to incorporate the strategy from visual management to coaching to QA monitoring, and the complex journey that Capital One Canada has travelled to date. |
|
|
Customer Experience Connections |
"Intelligent Call Automation: Cost Reduction and Improved Customer Experience, a Win-Win for All!" This session will share successful implementation of strategically placed call automation technology to support sales generating programs. Learn how a national auto club partnered with their contact center to develop a productive inbound and outbound call strategy. By using a system powered by artificial intelligence, it resulted in an increase in sales, significant cost reduction, and improved customer service. This valuable session will give you a unique perspective from the supplier, the client and the contact center.
|
|
|
Emerging Issues Connections |
"Why Privacy Matters" With data collection technologies increasing at record speed and consumers openly willing to share their personal information through social media and in exchange for compelling incentives and convenience, companies now have access to vast amounts of consumer data. With such information, firms can target offers to existing and prospective customers with laser like accuracy and provide best-in-class customer service. Commonly referred to "Big Data", companies are investing significant resources and dollars in these areas. However, these efforts present legal and reputational risks that cannot be ignored The purpose of this session is to educate attendees on the relevance and importance of addressing privacy issues in the operation of their business and relationships with customers and vendors. We will cover FTC privacy reports and cases, state laws and actions in this area (most notably California), privacy class actions, recent data breaches (eg, Target), and transactional considerations when hiring vendors and servicing customers. Attendees will walk away with a deep and practical understanding of how privacy issues impact their business, what legal issues they present, and how to engage stakeholders to reduce risks and potential liability. |
|
Sessions D
Friday, April 4
10:30 am – 11:15 am
|
Session Tracks & Rooms |
Session Titles |
Session Speakers |
|
Digital & Technology Connections |
"Becoming a Social Business" This is a case-based session of best practices for organizations that need to shift social media from just a function to a business strategy. You will never see a ROI from social if it is only a function. Launching a Facebook page and having a junior employee manage updates and respond to comments is not a business strategy. Social only becomes valuable when applied across the organization to improve your connection with customers, prospects and employees. During this engaging session you will learn best practices and strategic takeaways from front line social media, contact center and brand executives.
|
|
|
Customer Engagement Connections |
"Evolving the Contact Center to an Engagement Center" Attendees will be presented with strategic discussion on the evolution of the contact center and driving forward thinking in the shift in thought process of the direction contact centers are heading. Enabling agents in having relevant conversations with customers and enable centers on the ability to service customers in the channel in which they engaged. |
|
|
Digital & Technology Connections |
"Using Analytics to Drive Contacts and Conversion" Leveraging data analytics enables companies to better target prospective buyers and convert sales at a higher rate. This session will share best practices and examples of how leading companies in different industries are operationalizing data, predictive analytics and flexible campaign management to speak with more eligible buyers, increase their speed to lead, and convert more contacts to sales. Whether you are managing an inside sales group of 10 representatives or a 1,000 agent contact center, this session is designed to provide best practices that will help you get started or take your business to the next level.
|
|
|
Emerging Issues Connections |
"Mobility Compliance Challenges" There are many compliance and customer satisfaction issues that contact centers must consider and accommodate when placing calls in today’s environment. Many of these issues are related to contacting wireless numbers and numbers that have been ported from a land line to a wireless device and vice-versa. Consent driven contact and time zone determination are two of the most obvious. This session will cover these topics, things to consider, and potential paths for resolution.
|
|
Sessions E
Friday, April 4
3:30 pm – 4:15 pm
|
Session Tracks & Rooms |
Session Titles |
Session Speakers |
|
Digital & Technology Connections |
The Cloud, the Age of the Customer, and How Customer Contact Holds the Currency of Modern Business Control and insight into the customer journey are the currency which drives modern business. In the customer contact space, we have unique access to that business currency. With emerging channels like social media, the customer has already made a decision about product and service loyalty before even entering a store or picking up a phone. It is critical for business managers to understand the full experience during every interaction and drive the behaviors that make a difference in outcomes. Learn how the convergence of contact center tools like routing, dialing, scheduling, CRM, scorecards and analytics, together in the cloud, provides expanded visibility into customer experience, sentiment and action across all channels so you can tap into.
|
|
|
Digital & Technology Connections |
"Show Me the Money! Ten Ways American Support Leverages Technology to Sell More" American Support is a U.S.-based BPO providing inbound and outbound telesales for some of the largest companies in America, including a number of PACE members. Last year American Support was on the forefront of developing principals for a regulatory compliant outbound dialing technology for wireless dialing that has been widely adapted. During this presentation, American Support will share 10 ways it has increased sales over the past two years through the use of cloud contact center software and CRM technology. Attendees will walk away with a powerful understanding of what telesales can do for their company, and new ideas on how to innovate programs.
|
|
|
Customer Experience Connections |
"Building Excellence Through High Performance Teams" This session will focus on effective leadership tactics and building productive teams. Attendees will learn how to conduct effective one-on-one meetings and they will gain insights into transferring skills, providing quality feedback and accountability, prioritizing and coaching. This session’s presenters will explain and demonstrate the leadership process, the three points (skills, attitude and knowledge) of the triangle of success, and what top leaders do differently.
|
|
|
Customer Engagement Connections |
"Is Your Quality Monitoring Driving All Quality Monitoring programs are designed to ensure Compliance, Professionalism and Accuracy, but is your program driving higher Customer Engagement by identifying the critical behaviors for successful customer interaction? How do you leverage your Quality program to increase Sales Performance and improve Customer Satisfaction? We’ll provide practical tips on how to transition your Quality Monitoring program from delivering “Report Cards” to managing Agent behaviors that lead to successful customer interactions.
|
|
