Track & Room Number

Session Speaker & Title

Session Description

Customer Diversity & Loyalty
Room L506

Ted Nardin, Lauren Mott, Philip Higgins
"Three Reasons Customers Love our Support and How You Can Do the Same"

Join our panel of JD Power recognized companies as they reveal their best practices for maximizing contact center customer experience. Moderated by Ideal Dialogue’s Ted Nardin, the team will share a variety of useful insights, including what change has made the biggest impact on improving experience, measurement of non-traditional support channels, and metrics management. Learn from industry leaders in customer experience while gaining insight into research that supports the strategies and tactics these companies employ.

Innovations & Engaging Channels
Room L505

Jeff Gallino
"Collaboration and Crowd-Sourcing: The
Future of Omni-Channel Analytics"

An in-depth survey of the future of analytics across all customer channels known as Omni-Channel Analytics.  Trends to be uncovered and explored will include:  Best practices on forming and making perform different analytics teams via collaboration and possibly centers of excellence.  Additionally we will explore the move toward using large repositories from multiple sources to "crowd source" an analytics knowledge solution.

Emerging Issues
Room L504

Marc Roth, Christine Reilly, Cindy Liebes
"Legal Compliance Update: What You
Need to Know to Avoid TSR and TCPA Liability"

This session will provide attendees with the most up-to-date information they need to conduct compliant call campaigns and avoid regulatory scrutiny and consumer class actions.  Two seasoned telemarketing attorneys and the Regional Director of the FTC's Southeast Regional office will discuss recent FTC telemarketing enforcement cases, trends and priorities, with a special focus on supplier and vendor liability for "assisting and facilitating" offensive marketer behavior.  Attendees will also hear about TCPA litigation trends and developments in the past year and strategies for minimizing litigation risk. Anyone who engages with consumers by telephone or text or provides services to such companies must attend this session to understand these issues and learn how to avoid liability.

Track & Room Number

Session Speaker & Title

Session Description

Customer Diversity & Loyalty
Room L506

George Larribas
"Innovating Customer Care: unmet, unstated, and new service needs"

Customer care is a journey not a destination.  In this session we will explore ways to harness the customer needs of your customers and give suggestions on how to create a customer care program that engages the customers and front line personnel to vocalize the changing needs.  The voice of the customers and employees are key to keeping up with new servicing needs.  

Key Takeaways:
• Framework on how to create a Voice of the customer program
• Template on how to harness the ideas of the workforce and customers
• Insight on how to maintain the connections with your customers 

Innovations & Engaging Channels
Room L505

Gary Pudles
"Impact of Mobile Technology on Customer Service"

The session will illustrate how a major consumer electronics company used text messaging and text-enabled landlines to greatly improve customer satisfaction while capturing customer data, all with complete customer opt-in!

Emerging Issues
Room L504

Robert Cowen
"You Can Lead a Horse to Water:
Gamification Best Practices"

Practical, real-world information that will show results immediately:

• Four tenets of successful programs
• Two behavior principles
• Early stage turnover
• Make your lower tier & middle tier agents more successful
• Games: skill vs. chance
• Tangible rewards & intangible
• How much to spend
• Home agents
• Regulatory compliance                                                                                                                                                                        

Track & Room Number

Session Speaker & Title

Session Description

Customer Diversity & Loyalty
Room L506

Madelyn Gengelbach
"Customer Expectations in the Multi-
Channel World"

It can be a struggle to keep up with rapidly evolving customer expectations, especially in the contact center. With the proliferation of the ultimate multi-channel devices –smartphones and tablets – everyone is coming to expect great service in any channel of communication. Join us as we share hot-off-the presses research that sheds light on customer expectations and how contact centers can respond and build lasting, profitable relationships with customers.

Innovations & Engaging Channels
Room L505

John Ruby, Mike Onystok, Ken Mercer, and Ray Pollum
"How to Choose a Connectivity Provider"

Learn how to generate revenue, reduce expenses, and build more efficient business processes for your clients by providing technology services.

Emerging Issues
Room L504

Rob Marshall, Todd Muscatello, Sharon Roberts, Lisa Fiondella
"Selling Complexity: Using In-Depth Consumer Research to Drive Field and Inside Sales Strategies and Profitability"

Sometimes asking the consumer what they want gives a myopic view of what you can actually do for them. In this session we’ll look how using ethnographic and in- depth consumer research to better understand the consumer and the competition; how to apply these insights to the field and inside sales encounters; and how to use these insights to create better sales outcomes. You will gain tangible, practical tools to apply the very same approaches to your organization and connect your field and inside sales divisions to not only make life easier for your prospects, but for your internal operations as well.

Track & Room Number

Session Speaker & Title

Session Description

Customer Diversity & Loyalty
Room L506

Lee Pemberton & Dave Gregory
"Building the Loyal Internal Customer"

Learn WHY Loyal Internal Customers are critical to the success of any organization, HOW to create discretionary effort, and WHAT tools help you identify strengths and drive customer engagement.  

Innovations & Engaging Channels
Room L505

Michele Rowan
"Advanced Work at Home Strategies
for Contact Centers" 

Work at home for contact centers and support functions is exploding as a result of mobile technology.  Businesses are expanding without adding new seats, and shifting the high cost of real estate to an as-required model only. Join this session to capture the latest in innovative business processes and technologies, and get clarity around the top three failure points of work at home.

Emerging Issues
Room L504

Mitch Young
"Improving Conversions and Your Customer Experience"

Learn how to personalize and enhance every customer interaction before the call is connected. See how you can identify, validate, enhance, and score your data in real time to deliver relevant offers from first contact to conversion.

Track & Room Number

Session Speaker & Title

Session Description

Customer Diversity & Loyalty
Room L506

Sherry Redden Evans
"How to Motivate & Inspire"

MAXIMIZING HUMAN CAPITAL WHILE BUILDING CUSTOMER LOYALTY.  The purpose of this workshop is to help you think and act more strategically when developing and coaching your staff.

Innovations & Engaging Channels
Room L505

Bruce Lewolt
"Breakthrough Research: Training Methods that Lower Attrition and Increase Sales"

New research shows that just by adopting the mastery based approach to training we will teach in this session your new hire attrition will drop sharply – sales will increase and agents will stay longer because they enjoy their job more.  

Emerging Issues
Room L504

Jim Iyoob
"Become a Social Business"

You will never see a ROI from social if it is only a function. Launching a Facebook page and having an 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. The session will focus on social media listening, social media sales enablement, customer acquisition strategies, internal communications, social customer care, customer retention strategies, training and key performance measurement.