Live Events – All Sessions are Eastern Time Zone
Session Directions:1. Go to http://crmxchange.webex.com
2. Select Unlisted Event from the Left-Hand Side 3. Put in the Event ID Number
4. Fill out the Form 5. Enter the Live Event
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Keynote: Be The Best At What Matters MostJune 2, 1:00 -2:00 pm Eastern
Presented by Joe Calloway, Speaker and Author and Deelee Freeman, Call Center Training Associates Event Number: 716 541 573
Join us for this keynote and participate in a conversation about the characteristics of high performing organizations and individuals.
We will discuss the following topics:
* What successful organizations and individuals have in common * The power of simplicity/how effective leaders make things simple * Avoiding the “commodity trap” - how market leaders differentiate * Creating a culture of clarity and focus on what matters most * What quality means and how it drives behavior/tactics/choices * The strategy of winning on the basics (as defined by the customer) * Consistency of performance vs. the random “wow” experience * Marketing to the individual vs. the demographic
* Knowing your customer
* Making an emotional connection with customers About the Presenters
Joe Calloway is a performance coach and advisor who helps great companies get even better. He helps organizations focus on what is important, inspires constant improvement, and motivates people to immediate action. Joe has been a business author, coach, and speaker for 30 years and his client list reads like an international Who’s Who in business, ranging from companies like Coca Cola and IBM to Saks Fifth Avenue and American Express. Joe is the author of the new book Be the Best at What Matters Most and four other ground-breaking business books.
Deelee Freeman, Call Center Training Associates
Deelee Freeman has been providing training, human resources and consulting services for contact centers for over 20 years. As a business consultant for an Atlanta-based quality monitoring software company, she worked with senior operations management, contact center management and quality assurance analysts of Fortune 500 companies, helping them improve contact center operations, quality monitoring & coaching processes and performance analysis. She has worked with call centers on improving customer service, business processes, implementing technology, improving sales and skill development in all levels in call center organizations, from front-line agent to senior management
The Quality Challenge June 2, 2:30 – 3:30 Eastern
Presented by Brian Strachman, Solutions Marketing Manager, Verint Event Number: 710 787 408
Quality has become both increasingly important and complicated. The challenge is to drive quality improvements without simultaneously driving costs.
In this session we will explore:
- Trade-offs between cost and quality, is there a point of diminishing marginal returns? - How timely and rapid response to quality issues can become a competitive advantage. - The motivations for moving to the next step in your quality process.
About the Presenter
Brian Strachman has over 15 years of experience in product marketing, market research, strategy, and consulting. He is currently responsible for the Performance Management and Quality Monitoring product lines. Most recently, he was a consultant at Frost and Sullivan, one of the largest management consulting and research firms in the world with over 40 global offices. His responsibilities included managing projects such as: go-to-market strategy, competitive intelligence, pricing, and product branding, and positioning. Previously he spent 5 years at the research and consulting firm of In-Stat (Reed Business) as an industry analyst, industry manager, and account manager.
Moving from Subjective to Objective when Improving the Quality of Soft Skills June 2, 4:00 – 5:00 Eastern
Presented by: Deelee Freeman, Call Center Training Associates; Sponsored by: Genesys Event Number: 712 707 084
With every customer contact there are essentially two dimensions: the technical components and the softer communication elements. The hard truth is, the soft skills most often have more influence on the customer’s
satisfaction with the call outcome. Customers who encounter agents who are compassionate, concerned and show a sincere desire to help and resolve their issue are the customers who remain loyal. This session tackles the challenge of identifying which soft skills are crucial to driving the desired outcomes and offers a way to objectively measure, monitor, and improve soft skill usage using speech analytics.
About the Presenter
Deelee Freeman, Call Center Training Associates
Deelee Freeman has been providing training, human resources and consulting services for contact centers for over 20 years. As a business consultant for an Atlanta-based quality monitoring software company, she worked with senior operations management, contact center management and quality assurance analysts of Fortune 500 companies, helping them improve contact center operations, quality monitoring & coaching processes and performance analysis. She has worked with call centers on improving customer service, business processes, implementing technology, improving sales and skill development in all levels in call center organizations, from front-line agent to senior management
Improved Satisfaction Using Customer Analytics, Sponsored by CallMiner June 3, 1:00- 2:00 Eastern
Presented by Adam McCord, Quality Analytics Manager, Bluegreen Vacations, Sponsored by CallMiner Event Number: 715 856 978
Register for this webinar to learn how Bluegreen Vacations is using speech analytics to successfully implement a multi-phase voice-of-customer initiative. Adam McCord, Quality Analytics Manager at Bluegreen, will cover the primary goals of the strategy, the steps that were taken to gain deeper insight on customer relationships, and the early results of the program.
During the first year, Bluegreen was able to achieve: 26% improvement in the Customer Satisfaction Index 19% improvement in the Agent Quality Index
16% increase in ancillary sales About the Presenter
Adam oversees CallMiner (speech), Medallia (customer surveys), & Acuity (agent performance). He has over 11 yrs. in call center environment & Bluegreen timeshare. Adam is Business Intelligence Analyst (BIA) certified, and Customer Experience Management (CEM) certified.
How to Solve 10 Everyday Call Center Problems with Analytics Presented by Patrick Botz
June 3rd, 2:30 – 3:30 pm Eastern
Event Number: 710 557 392
Most contact centers still struggle to extract useful information from their customer interactions, relying on a time-consuming, manual process that hardly leads to reliable insights. Speech and desktop data analytics are powerful tools that can be used in surprising new ways to quickly and cost-effectively pinpoint the specific information you really need to monitor the health of your business, make better business decisions and remove bottlenecks in your contact center operations. Attend this workshop to learn techniques to solving ten major problems faced by contact centers:
1. Reliable measurement and analysis of first call resolution
2. More effective Quality Assurance evaluations 3. More accurate contact reasoning
4. Achieving PCI-DSS compliance 5. Optimizing call handle time
6. Reducing transfers and holds 7. Campaign analysis
8. Identification of at-risk customers 9. Optimizing sales and collections 10. Script compliance verification
About the Presenter
Patrick Botz serves as Vice President of Workforce Optimization for VPI, a leading provider of analytics-driven contact center quality assurance, performance management and workforce optimization solutions. Leveraging more than a decade of field experience as a contact center management practitioner, he focuses on the mission-critical aspects of capturing customer intelligence and optimizing business processes and workforce performance
5 Things You Should Know About Me June 3, 4:00 – 5:00 Eastern
Presented by Conference Sponsors Event Number: 712 028 075
Like speed dating, conference vendors have 5 minutes each to convince you that you need to learn more about them. Through screen shots and case studies they will share what makes them unique in the industry. This session is for those that are interested in hearing about new technologies for their contact center.
You’re Only as Strong as Your Weakest Link June 4, 1:00 – 2:00 Eastern
Presented by Joe Alwan, VP and GM, AVOKE Analytics at Raytheon BBN Technologies Event Number: 714 055 884
Since today’s savvy consumers are able to make faster and more educated decisions when it comes to selecting products and services, providing an exceptional customer experience is crucial. While your company may think it is managing all angles of its service delivery through call center and QA programs, it may not be getting the complete picture. Handling customer inquiries and assessing agent performance are important, but are you monitoring everything else that impacts customer experience?
For example, a bad IVR, frequently dropped calls, multiple transfers, and inconsistency across 3rd party vendors can cause extreme caller frustration and dissatisfaction. And some of these poor experiences may occur before your caller even reaches an agent! Gaining visibility into areas of the call that aren’t transparent in your QA analysis can enable you to improve your customers’ experience and give you a competitive edge in your industry setting.
Join us for this session to understand how customer experience goes beyond your QA system and how analyzing calls from start to finish can unveil a wealth of information about customer interactions with your company.
About the Presenter
Based on 30 years of research and practice, companies select AVOKE Analytics to optimize customer effort, revenue & cost efficiency. Joe Alwan, VP and GM, AVOKE Analytics at Raytheon BBN
Technologies, was previously VP/GM of call center solutions at Empirix, and has 25 years of experience turning technology innovation into practical business solutions.
Speech Analytics: 10 Tips for Staying Focused on What Matters Most, Presented by Barry Knack, Uptivity June 4th 2:30 – 3:30 Eastern
Presented by: Barry Knack, Director of Education and ProServices, Uptivity Event Number: 718 975 350
In order to remain focused on what matters most, you need to know where to focus. Speech analytics identifies customer interactions that contain concerns and issues. The insight provided by this analysis helps contact centers understand and address these common issues to enhance agent performance.
Attend this webinar for tips on staying focused on what matters most, including: Pinpointing call drivers
Finding where process breakdowns occur Identifying agent coaching opportunities Producing key performance indicators About the Presenter
Barry has been instrumental in elevating the client and partner training experience to the forefront of the call recording software industry. Since his start with Uptivity in 2010, Barry has revamped the Uptivity training process and curriculum, and has worked with companies of all sizes to tailor each education session to the individual client’s needs and environment. In addition to training clients after every new software installation, Barry and the education team also conduct monthly training sessions based on each end-user’s role that would use the system. Barry also oversees the Uptivity ProServices offering. This service assists clients in developing an effective quality program to deliver exceptional customer experiences, reduce costs and improve
Step-by-Step Process for Creating Relevant, Objective and Measurable Quality Standards June 4th 4:00 – 5:00 Eastern
Presented by: Deelee Freeman, Call Center Training Associates Event Number: 715 453 989
When was the last time you updated your quality evaluation form? It’s important to re-evaluate your quality standards each year to ensure they are still relevant to the essential behaviors needed to drive business results. In this session we will provide a process to help you evaluate your existing quality attributes and identify opportunities for drilling down to behavior-based standards. Learn how to avoid the most common mistakes made with quality form design and how to leverage quality monitoring to encourage and motivate your frontline staff.
About the Presenter
Deelee Freeman, Call Center Training Associates
Deelee Freeman has been providing training, human resources and consulting services for contact centers for over 20 years. As a business consultant for an Atlanta-based quality monitoring software company, she worked with senior operations management, contact center management and quality assurance analysts of Fortune 500 companies, helping them improve contact center operations, quality monitoring & coaching processes and performance analysis. She has worked with call centers on improving customer service, business processes, implementing technology, improving sales and skill development in all levels in call center organizations, from front-line agent to senior management
Master the Art of Remote Working for Contact Centers June 5th 1:00 – 2:00, Eastern
Presented by Michele Rowan, President of Customer Contact Strategies Event Number: 716 625 996
Remote working is exploding as a result of mobile technologies. Contact centers and support teams are including work at home as a material labor resource strategy, given the significant cost benefits and shifting employee preferences. We will discuss world class strategies, mind blowing technology advantages.
1. Cost benefit analysis of remote working – hidden returns that will get you promoted 2. Productivity and engagement – matching in house effectiveness
3. Packaging the value propositions to attract new talent About the Presenter:
Michele Rowan is President of Customer Contact Strategies and former VP of Performance Management for Hilton Hotels, where she led the strategy and implementation for the company’s 1000+ home working program. Through regional workshops, web trainings and customized on-site consulting, Michele has worked with 500+ companies in financial, healthcare, travel, retail, entertainment, telecom /tech support, BPO, and non-for-profit sectors in remote working program expansions for contact centers, support functions and enterprise.
Money Isn’t Everything: Rewards & Recognition Presented by the QATC and Aspect
June 5th 2:30 – 3:30 Eastern
Event Number: 714 154 860
Did you know that recognition for a job well done is the top motivator of employee performance? Everyone wants to be appreciated. Employees want to feel valued. Rewards and recognition do work – but not every reward works for every agent. In this session, you will learn reward and recognition strategies that will help you tackle this complicated issue in your organization.
We will discuss:
1. How do you know who needs to be rewarded?
2. How can I handle a program with needing additional overhead?
3. How can agents follow their progress and know that it’s a fair program? About the Panelists
Carel Warfield, Aspect, has been a contact center technology professional for over 15 years, working primarily with workforce optimization technologies. His background has spanned a diverse set of verticals and locations around the world. With the proliferation of technologies generating customer and agent related data - his recent focus as a Sales Specialist for Aspect has been on architecting performance management solutions for customers that can focus and simplify this extensive amount data to drive sustained front line and operational improvements.
Marshall Lee, Carewise Health, has over a decade of contact center operational support experience in varied roles, in multiple industries. With a background inclusive of training, workforce management, business process, and coaching Marshall understands what it is like to work in each part of the WFO spectrum. He has worked in contact centers supporting many different industries including
telecommunications, tech support, insurance and HR support services, and healthcare services. He is currently the Workforce Manager at Carewise Health a leading Health Management, Health Analytics, and Wellness company; and serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals. .
Vicki Herrell is Executive Director, QATC an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center. QATC provides its membership with a variety of benefits, including tips of the week, how-to newsletters, regional networking meetings, online forums, and an annual conference. Vicki brings to the position over 15 years of experience in the call center industry, serving for many years in the area of client relations and events management for the former TCS Management Group and most recently as the Executive Director of the Society of Workforce Planning Professionals (SWPP).
Best “How to” Ideas in 60 Minutes June 5th, 4:00 – 5:00 Eastern
Presented by Conference Sponsors Event Number: 713 563 865
