Michael DeJager

Principal Analyst & Head of Production Customer Management Practice

Day 2: Wednesday, December 2nd

Wednesday, December 2nd, 2020

12:00 PM Opening Remarks + Design and Deliver a Future-Proof Performance and Incentives Framework

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Fostering engagement through effective performance evalution and incentive-based systems is key to success in the contact center. 2020 shook up metrics, KPIs and "what good looks like" in a massive away. In addition, a more dispersed workforce has added a layer of unexpected challenge to traditional performance and incentive systems. In this session, Patrick Ebrahimian showcases his K-Performer performance and incentive model including how this model can support business continuity.

2:00 PM Automating Customer Conversations is Your Key to Success in 2021

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This year brought on new challenges and saw massive shifts in societal and consumer behavior. Given global challenges throughout 2020, businesses increasingly rely on contact centers to drive engagements through conversations with customers. 

Come and listen to a thought-provoking yet practical session which addresses the current realities of ultra-high customer expectations along with the relentless need to digitize and transform your business. In this session, you will:

·        Gain perspective from contact center innovators on how technology and people can come together to deliver transformative CX through the automation of conversations.

·        Better understand ROI calculations to help move projects along.

·        Dive into several essential use cases for automation that will help your business thrive in 2021.

·        Learn from both technology and business leaders how your contact center can drive digital transformation.

You won’t want to miss this session.  

Day 3: Thursday, December 3rd

Thursday, December 3rd, 2020

12:00 PM Opening Remarks & Fireside Chat

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  • How to stay proactive to regulatory and compliance changes in a heavily regulated industry
  • How empathy effects customer/employee demands and the way their demands evolve
  • How to “future-proof” contact center operations, ensuring employees always have the skills, tools, and support systems needed to thrive in delivering customer-centric experiences
  • The positive things that we learned because of COVID and the lessons we will take with us as we head into 2021

3:00 PM Fireside Chat: How to Future-Proof the Agent Experience

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2020 put contact center agents to the test in a big way, from transitioning to remote working environments to lacking all the tools they need to deliver effortless CX in the current environment. How can you provide a framework for agents to set their own boundaries in challenging times? How have metrics and KPI’s evolved, and what should we as leaders be doing to effectively incentivize and engage agents? In this session, Micah Citti and Jennifer Lien dive into the agent experience lessons learned in 2020 and will provide key takeaways that can be used to future-proof your own agent experience.

Day 4: Friday, December 4th

Friday, December 4th, 2020

2:30 PM Delivering Exceptional Experience with AI in a Heterogeneous Contact Center Environment

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Raise your hand if you have multiple overlapping (often competing) technology solutions in your call center. It takes a lot to orchestrate intelligence across heterogeneous solutions on a hybrid cloud to deliver an exceptional experience to customers and agents. Enterprises are routinely challenged with multiple chatbots, siloed data, data hidden unstructured documents, data not enabled via clean APIs etc. Hear from IBM AI Services how they are helping clients deliver 'one-AI' to tap into intelligence wherever it resides, across the contact center and the broader enterprise, to deliver higher CSAT and AI resolution rates.