The 2015 Contact Center Solutions Conference will deliver paradigm-challenging insights from J.D. Power contact center experts and big-thinkers from the world of customer service including the following guest speakers:
Keynote Address – Optimizing Customer Experience by Maximizing Authentic Connection
James Keaten Ph.D.
Armed with the latest output from neuroscience research, landmark studies, and industry experience Ted Nardin, President of Ideal Dialogue, will provide thought-provoking, innovative, and fresh insight into what could be your greatest challenge to optimizing customer experience… authentic connection. Be prepared to set your long held assumptions about our industry aside and immerse yourself in the science of human communication.
The Power of Certification-The Guardian Case Study
J.D. Power discusses Certification and its branding, operational and morale benefits with The Guardian
Retirement Services’ Kim Delaney, 2nd Vice President, Business Services, Project Management Office
and Operational Excellence.
Your Customer Rules! Delivering the Me2B Experiences That Today's Customers Demand
Contact center and customer experience veteran Bill Price will share with us the findings of the interviews and research that he and his co-author conducted that produced “the hierarchy of 7 customer needs” and a total of 40 sub-needs that lead to great customer experiences. He will turn on its ear the well-used expressions B2C and B2B, replacing them with the decidedly customer-centric expression Me2B since, as he puts it, “Believe it! The customer really is in charge.” He will also present the “4 foundations” required to produce and address these customer needs and sub-needs, and he will provide insights into how these same needs apply equally to delivering the Me2B experiences that today’s employees demand.
Bill Price was Amazon’s 1st Global VP of Customer Service and now runs an advisory firm called Driva Solutions, is a Partner with “Big Data” analytics company Antuit, chairs the Global Operations Council of 40 companies, and teaches Marketing and Global Business for MBA students.
Back to Basics: Utilizing WFM Principles to Impress Customers and Cut Costs
Customer expectations continue to evolve, and in meeting these new challenges contact centers have become increasingly complex. Single-skilled operations have transformed into multi-skilled environments, inbound-only centers have added outbound, email, chat and social media, and service based organizations now expect contact centers to deliver sales, capture additional methods of customer contact and meet a growing body of compliance regulations – on every single call. In this session, Jay Minnucci will break down how a back to basics approach to Workforce Management (WFM) can help simplify this new world. Participants will discover:
- The link between WFM and customer satisfaction
- The power of highly accurate forecasts
- Old school metrics that help manage the new reality
- Ways to strengthen the link between WFM and contact center frontline leadership