Track: Call Center 2.0 (CC)
Adding Intelligence to the Next-Generation Contact Center
|Tuesday - 09/16/08, 9:00-9:45am|
Contact centers constantly search for new technologies to get a competitive edge, and the adoption of VoIP and IP-based applications are supplying the advantage by enhancing traditional call center components. IP applications now allow contact centers to offer customers their choice of media channels, including automated self-service; allow agents to choose the location they work from and the devices they use, whether at home or hundreds of miles away; and allow a contact center itself to handle all media types and business processes consistently as well as seamlessly. So is an intelligent contact center based on a combination of people, processes, and technology? Come to this session to find out.
Unified Office Inc.
President and CEO
Contact Centers: Results from the Labs
|Tuesday - 09/16/08, 10:00-10:45am|
Come learn about the latest enhancements in today’s IP-based contact center technology.
Miercom is a renowned, independent testing lab specializing in review and analysis of networking technology. The company’s insight comes from hands-on analysis and test results relating to call center architecture, call routing mechanisms, agent and supervisor capabilities and features, management tools and administration mechanisms.
This presentation will delve deep into the nuts and bolts of modern contact centers, hitting on all the important topics, including:
- Agent capabilities, including status and presence propagation
- Productivity enhancement tools
- Agent softphone capabilities
- Integration with UC and IP-telephony infrastructures
- Multimedia interactions (Web, chat, IM, SMS, video, email, etc.)
- Supervisor capabilities and features including productivity, involvement in agent calls (training, participating, recording)
- Contact interaction monitoring (real time and historical)
- System architecture, and more.
Trends in IP Contact Center Deployment
|Tuesday - 09/16/08, 11:00-11:45am|
Scalable, multichannel, and green, that’s what IP telephony is bringing to the modern contact center. In the past if you wanted to add chat to your contact center or email response you were limited to creating separate seats dedicated to these activities and as a result only large volume customers could take advantage of these service platforms. With the advent of IP telephony we are witnessing true convergence. This session will focus on IP contact center deployment trends and how providers are able to offer more advanced services and enable agents to offer new levels of customer service.
Director of Strategic Planning
Contact Center Security Strategies
|Tuesday - 09/16/08, 12:45-1:30pm|
Contact centers process an immense amount of customer-sensitive information. As the primary point of contact with your customer, they are also the gateway to a wealth of confidential personal information and an attractive target for enterprising hackers and other security threats. Organizations cannot afford to be complacent about their contact center security. Attendees will learn about practical and effective strategies that will enable them to secure even a modern contact center that leverages advances in Unified Communication, multiple interaction channels and a remote or distributed workforce. This discussion will cover challenges relating to people and processes, as well as key technology requirements. Attendees will better understand how to protect boundaries, detect risks, control assets, ensure compliance, and respond to threats in the contact center environment.
Altman Vilandrie & Company (AV&Co.)
Embracing Unified Communications in the Contact Center
|Tuesday - 09/16/08, 1:45-2:30pm|
There is a lot of talk in the industry about unified communications. For contact centers, no unified communications program is complete unless it includes a unified customer communications system. Systematically offering unified communications to your organization’s customers allows them to interact with your company more effectively and efficiently, leading to greater customer satisfaction and loyalty, growing revenue, and reduced costs. This session examines the key elements of unified customer communications and explain how IP-unified contact center technology unifies the customer experience by enabling consistent businesses processes across all communication channels and all locations.
AVP of Channels
Global VP Unified Communications and Emerging Markets
Planning Ahead for Optimal Contact Center Deployment
|Tuesday - 09/16/08, 2:45-3:30pm|
The widespread adoption of VoIP in the contact center has led to measurable benefits for the organizations that deploy it, such as significant cost savings; increased productivity; and new and innovative ways to serve customers. However, many organizations underestimate just how complex the reality of VoIP is, especially when deployed in the contact center. Delivering a consistent, high-quality user experience (to both customer and agent) presents a host of challenges. This session will cover how implementing the right testing and monitoring approach in the contact center, instead of worrying about whether or not the network components (WAN, LAN, etc.) are working properly, will help ensure a successful deployment and ongoing operation.
Vice President Contact Center Business Unit
Senior Web Developer and VoIP Engineer
Position Your Contact Center in a Web 2.0 World
|Wednesday - 09/17/08, 9:00-9:45am|
Is your Enterprise ready for the social and usage implications of Web 2.0 & Enterprise 2.0? Do you want to avoid the tedious effort of replicating new marketing programs across your telephony, contact center, IVR, network, and back-office systems? Does deploying a solution within your CC include wrestling with different silos?
The next-gen contact center built with the modern service oriented architecture (SOA) and IP design practices provides real cost savings. Enterprise 2.0 is focused on people vs. processes; context vs. sessions; and presence vs. location. What used to be known as IVR, voice mail, conferencing center, and call center become one seamless software platform. This session will help attendees to understand an approach for migrating from current call center and telephony architectures.
The Ten Golden Rules of Online Marketing Workbook
Understanding Your Customers
|Wednesday - 09/17/08, 10:00-10:45am|
Leading companies have lost millions of dollars this year citing customer loyalty as a key challenge. While companies state that customer experience is critical to their business, few of them know how to effectively address this challenge. Attendees will learn the advantages of implementing customer experience technologies to improve customer experience across multi-channel (Web, retail, call center) environments. The conversation will include real world case studies and participants will learn how customer experience solutions enable businesses to adapt rapidly to changing economic and competitive circumstances. This deeper understanding will help cultivate a lasting, one-to-one relationship that aligns the most appropriate value proposition for each consumer. Customer loyalty, operational productivity and profitability can reach new levels of return.
The Ten Golden Rules of Online Marketing Workbook
Director, Quality Assurance, Compliance Officer
Donor Care Center, Inc.
Benefits of VoIP Enabled Recording
|Wednesday - 09/17/08, 11:00-11:45am|
We are all familiar with the business benefits of quality management – increased customer satisfaction, consistent service delivery, improved agent morale. The roll out of VoIP recording technology provides opportunities to extend these benefits to include employees working in branch locations and even at-home agents. This session provides an overview on how VoIP changes the landscape for branch and at-home recording and details specific ways that quality management tools and techniques can be utilized to improve performance.
Michael Khalilian (Moderator)
Chairman & President
IMS Forum, NGN Forum
Senior Solutions Consultant
Chief Technology Officer
IP Contact Center Shootout
|Wednesday - 09/17/08, 12:45-2:30pm|
Come hear a group of industry leaders debate and discuss the relative merits of their IP Contact Center solutions and the overall state of the IP Contact Center industry. This double session promises to be a lively, engaging look at what the industry leaders have to say about their products and their competition. This unique opportunity enables interested parties to get live information directly from the “horses’ mouths” as attendees will be given an opportunity to ask the panel their own insightful questions. Past shootouts have covered topics as diverse as the benefits of transitioning to IP in the contact center, offshoring, remote agent strategies, and more.
Bruce D. Jacobs
Senior Solutions Consultant
John De Los Reyes
Vice President Support
Western Area, Vice President
Chief Markting Officer
Vice President, Global Customer Service Solutions & Marketing
Innovation in the Skype-Enabled Call Center
|Thursday - 09/18/08, 8:15-9:00am|
Innovative opportunities abound in the new Skype-enabled call center. For example, Skype trunking offers low-cost international calling for outbound calls and telemarketing. Adding a Skype-enabled Click-to-Call button to Web sites allows consumers to instantly talk to an agent via a free Skype call, offering immediate access to Skype’s 270 million+ user base. Global direct inward dial (DID) allows companies to instantly create a local market presence anywhere in the world. And remote agents, wherever they’re located, can directly access the call center system, for free, through Skype. In this session, attendees will learn how companies of all sizes can bring the cost savings and enhanced call handling features of Skype’s popular VoIP service to one of the core elements of any business — the call center.
Using Natural Language to Improve the Customer Self Service Experience
|Thursday - 09/18/08, 9:15-10:00am|
To drive increased revenue and gain market share, companies must create a unique sales experience that gives customers the tools they need to make buying decisions. A key piece of this strategy is creating a compelling self-service environment for customers. Today’s well-informed, savvy, but fickle consumer wants to buy and manage their communications products on their own terms, and delivering such capabilities involves more than basic self-service. Attendees will learn about strategies for implementing such an environment as well as the tools needed for creating a differentiated self-sales environment including natural language search, interactive content management, best-fit offer personalization, and guided service change management.
EVP, Customers & Products
Global Industry Executive, Communications and Media
Service and Support: Strengthening the Bottom Line
|Thursday - 09/18/08, 10:15-11:00am|
As we all know, technology vendors cannot afford network downtime and disruptions that impair systems and services. Considering the direct impact on revenue generation, service providers demand that technology vendors deliver maximum system availability, zero downtime and rapid problem resolution, but at the same time, expect to pay lower service costs with better results. This session will offer specific ROI from a custom, proactive automated support launch in the form of a case study that will detail how in one stroke of support automation, customers can greatly increase the margins of its support organization; dramatically boost employee morale; and increase customer satisfaction and efficiency.
Extreme Customer Satisfaction: Managing loyalty in a commoditized market
|Thursday - 09/18/08, 1:00-1:45pm|
Xtreme Customer Satisfaction (XCS) provides a systematic approach to developing brand differentiation and loyalty, helps quantify the relationship between customer satisfaction and revenue, and provides the necessary corporate culture tools to create a sustainable change. This presentation addresses the paradigm shift of taking customer service to the extreme.
Attendees will learn:
- The importance of XCS in differentiating products, services and brands
- How to quantify the inherent value in XCS
- How to create a corporate culture that is aligned with customer values
EVP and Chief Customer Officer
Contact Center Mobility
|Thursday - 09/18/08, 2:00-2:45pm|
Today’s enterprises are at a crossroads where higher customer expectations and expanding communications channels intersect with an increasingly dispersed and mobile workforce. The responsive organization needs to recognize and understand emerging market drivers that will dictate effective customer care strategies. One useful vantage point for seeing many of these market drivers rests in the enterprise looking inside and outside simultaneously from the perspective of who needs “care” and who could best provide that care, if given an effective contact center solution. In this session, the speaker illustrate these market drivers with conceptual use cases for a few industry sectors followed by architectural and functional requirements for effective end-to-end contact center solutions that intelligently connect key customers and prospects with mobile informal care-givers.
Brian A. Davidow
Manager, Sales Support
Customer Experience 2.0: Competitive Differentiation
|Thursday - 09/18/08, 3:00-3:45pm|
The Web 2.0 phenomenon is here and people are talking about anything and everything, from politics to products. From social networks to blogs, customers can and will use the Internet as a basis for their purchase decisions and this can mean success or failure to many businesses. In this session you will learn about the latest customer relationship strategies and technologies that will help you achieve differentiation by managing and understanding customer interactions better than in the past. From contact center optimization to the integration of business elements with IT, this session will cover the vital elements that businesses should consider in order to maintain customer loyalty in a Web 2.0 world.