Tuesday, May 14th, 2019 at 11:30 AM
An increasing number of contact centers are developing “Blended Agents” with expanded skill sets that include the ability to resolve complex issues in an omnichannel environment, a deep understanding of performance metrics, and a knack for generating positive ROI. Those who have successfully undertaken this transformation report lower overall costs, quicker resolution times, and much higher customer satisfaction levels. Using real-world examples, Jeff Will reveal how blended agents spread a culture of fanatical customer service that has direct business benefits. Learn the success factors for omnichannel customer care and how to find, train and develop successful blended agents in an omnichannel world.
Wednesday, May 15th, 2019 at 4:00 PM
Does your contact center struggle to gain visibility and credibility within the enterprise, operating at a subsistence level and lacking the resources to deliver effective levels of service? What if you began operating more like a business, attracting funding and resources based upon profitability? Illustrated by case studies, this valuable session will present business metrics that can be used to quantify and communicate the profitability of a contact center, and explain the paradigm shift necessary for any contact center that aspires to realize the benefits of operating as a true business.