Agenda
IVVR and the Video-Enabled Contact Center: New Opportunities to Deliver Value to Customers
Video is quickly becoming the hottest topic in the communications sector. However, the challenge remains to develop a model to monetize video, either through real increases in ARPU on the carrier side, or through breakthroughs in self-service delivery, create new up-sell and cross-sell opportunities, and boost agent productivity at the enterprise level. This presentation will show where the proper application of video can actually increase customer satisfaction, reduce costs and/or increase sales for the enterprise when used as part of an Interactive Voice/Video Response system or when implemented as part of a video-enabled contact center.
The Work at Home Model for Customer Contacts: Strategies and Best Practices
The work-at-home model for customer contact is growing by more than 30 percent per annum, predicts Frost & Sullivan, and for good reason. It’s green, it’s finally fully locked down in terms of security, and it drives customer engagement, revenue, and loyalty. If you are considering including the at-home model in your customer contact strategy or scaling your existing program, this session is a must. Customer service groups as small as ten members and as large as 2,000 are embracing this high-growth business strategy. Will you follow suit or fall behind?
The session will cover growth forecasts of the at-home model, cost comparisons against other delivery models and variations of at-home alternatives, the business case for at-home agents, critical success factors and risks, hiring and training requirements, technology trends, and of course, best practices that contribute to a successful at-home strategy.
Speech Analytics Trends in Contact Centers
It is no secret that the most vital element of a successful Contact Center is its agents. When agents communicate with customers, they become the “face” of the company and each contact experience can make or break the company’s future with that customer. Contact Center technology is essentially designed to remove as many variables from the experience as possible but the key to eliminating unacceptable agent activity is agent training. Using Speech Analytics technology to target specific areas of agent weakness at an individual level and use system-captured data to generate a unique customized training curriculum will greatly improve the agent’s skills and your customer’s experience.
Speech Analytics has long been seen as a technology with the potential to solve many issues in the call center but it has rarely been seen as achieving good ROI or delivering on its promises of low-cost compliance validation and the identification of business intelligence or insight. This session will not only dispel the myths around speech analytics, but help attendees discover which speech analytics system will be most effective in driving agent productivity and customer satisfaction in their contact centers.
Hosted Contact Center Solutions -- Delivering Unified Communications
The hosted solution is no longer the ugly stepchild of the on-premises offering. Rather, enterprises and SMBs worldwide are rapidly embracing hosted contact center alternatives to transform their communications capabilities. Offering quicker go-to-market, lower initial investment, and packaged know-how, hosted platforms have emerged from their infancy and entered the mainstream.
This session explores hosted contact center elements from a buyer's perspective: How to evaluate vendors, choose transport providers, and examine TCO, including real-world deployment scenarios.
IP Contact Centers done right!
A lot has been said regarding the impact of IP on the contact center but, regardless of the experiences, the undeniable fact is that IP is changing the industry. It has allowed new business models to emerge and finally deliver on all past promises, freeing contact centers from paying the hefty price tag of the traditional switches or dealing with forklift upgrades and embracing open source software and its associated advantages.
In this session, attendees embark on a journey through the IP Contact Center – its benefits, its challenges, deployment scenarios, technology decisions, and more – and will leave with an understanding of how to effectively deploy a state of the art, next generation IP contact center.
How Social Media Is Changing Customer Behavior
Social media is the electronic, global equivalent of a traditional open marketplace, where customers can praise, offer suggestions, or criticize vendors with others listening and adding their supporting thoughts or coming to the defense of the merchants. Well-known companies and entrepreneurs, such as Johnson & Johnson, United Airlines, and Simon Cowell have found out firsthand the power that customers wield through this channel. Patrons’ comments on sites like TripAdvisor influence others’ decisions that impact on sales and loyalty.
Find out how and why the social channel is empowering customers to affect companies’ branding and business. Learn how your organization can utilize this changing customer behavior to benefit your bottom line.
Social Media Monitoring Best Practices
The power of social media requires organizations to develop and fine-tune a key skill they have too often neglected at their peril: listening to their customers and drilling down to the core issues beneath the emotions. Yet, there are so many social outlets that trying to hear from customers becomes like picking out words from the yells of crowds. Moreover, many who comment on sites may have their own agendas, like participants in town hall meetings that are backing a particular side or candidate.
This session delves into the best practices of monitoring social media, including site tracking, identifying brand attacks, filtering and parsing your social media data to view and measure the “noise” and make sense of what is being said. It also explores discovering and tracing the influencers and opinion makers for future outreach.
Integrating Social Media into Your Contact Center
Contact centers have become the hubs of customers’ interactions with organizations. Social media is adding a vastly different spin to them, because the engagements are not just one-to-one and private, where the customer is known and can be identified. Rather, social media presents a one-to-many communications platform, often public, and usually with unknown electronic “faces.” Responding to them can, therefore, be challenging, as the means is at present text-based; what is written must be well-thought out as it is the company’s reputation that is at stake.
Find out how to connect the strings of comments, issues, complaints and suggestions from social media to other traditional channels, so that your contact center can engage with your customers on their terms, achieving a unified view of them, in this landmark session. Discover how best to orient your center, including selecting teams to handle social interactions. Learn about valuable new tools, such as sentiment technology, to identify and prioritize comments about your firm for response by your agents, and see how it can be used as an excellent internal and external support tool.
Turning Social Media into a CRM Tool
Linking social media into CRM is arguably the killer app – doing so aggregates the multitude of voices heard through and interacted with via the social channel into information that rounds out the universe of customer data. There are repositories of individual data on sites like Facebook, LinkedIn and Twitter that can be mined and aggregated with other knowledge to form complete yet dynamic customer profiles. Still, there are challenges in turning social media into a CRM technique. For example, its data is unstructured, which means standard BI tools, such as text-parsing, may not work as effectively, because the terminology is different for various industries and verticals and regions, and social communities.
This session explores how social media can, and must, given its explosive growth be turned into a CRM tool. It looks at the benefits, solutions and the best practices to make the social channel integral to corporate customer management strategies and tactics.
The Complete "Do-it-Yourself" Social Media Makeover for Your Sales Organization
Paying others too much for marketing without the needed payback? Too poor for marketing and need to do it yourself? Don’t know your URL from your blog, Twitter, LinkedIn or Facebook fan page (but think you should)?
This session will deliver a step by step checklist on how to create (or upgrade) and integrate your Web site, blog, Twitter page, LinkedIn profile/group and Facebook fan page for your B2B business, from professionals who have done the very same for their own businesses. Attendees will leave with an understanding of what B2B social media expectations they should have; what social media properties they should be most concerned with; how to manipulate each property without the expensive help of others; how to accomplish these goals quickly and effectively.
Social Media in Action: A CRM Case Study
Social media has evolved rapidly from personal interaction tools to a vital business channel at lightning speed. Fortunately, there has been sufficient experience by enterprises with the social channel for lessons to be learned in their deployment and utilization as part of CRM strategies. Attend this session to find out firsthand from leading companies how they have successfully tapped social media to make a difference in their branding, customer management, service, retention, and sales.