Memphis Cook Convention CenterMemphis, Tennessee
Pre-Conference Intensive Programs
May 1, 12:00pm – 4:30pm
If you are looking for a thorough drill-down experience on key best practices, the pre-conference intensive programs are a great way to jump start the conference. These intensives are not just top-line trends... these sessions deliver actionable information.
Your choice of two pre-conference intensive programs include:
Operations & Fulfillment Best Practices
Leader: Bill Kuipers, Partner, Spaide, Kuipers & Company
Customer expectations are increasing every day in the world of multichannel commerce, putting tremendous pressure on every aspect of your operation. This half- day workshop will provide a comprehensive look at what it takes to deliver superior fulfillment as a competitive advantage. The latest strategies, tactics and best practices will be presented for each aspect of the fulfillment process by veterans who have seen it and done it. The focus will be on maximizing service performance and operational efficiency. This workshop is a ‘must’ for everyone involved in the fulfillment process, from supervisors to executives.
Topics will include:
- World Class Customer Care in a Multichannel World
- Managing Distribution Performance
- Best Practices in Returns Management
- IT Strategies & Opportunities
- Performance Management
Contact Center Math: Managing By the Numbers
Leader: Penny Reynolds, Co-Founder, The Call Center School
There are many truths told in the vast array of statistics available today in the contact center – and the successful manager or supervisor will be the one that understands how to manage by the numbers and not be overwhelmed by them. This session provides a useful set of formulas and calculations for understanding the math associated with today’s most common key performance indicators (KPIs). Attendees will learn about the most common measures of performance and how to calculate and analyze them. The session will present the "top ten" KPIs and de-mystify the math behind the numbers, including numbers related to call centers, as well as calculations associated with email and web chat contacts.
Attendees will learn to:
- Identify the most critical KPIs for contact center and agent performance and how to calculate them.
- Calculate the service,cost, and productivity implications of staffing decisions.
- Define the critical KPIs to reflect quality of service as well as service efficiency.
- Identify the most common math mistakes made in contact centers today.
Included in your pre-conference registration is a box lunch, available at 11:45 PM, and an afternoon coffee break. Pre-conference programs are only available to main conference attendees at an additional charge of $195.
Post-Conference Intensive Program
May 4, 8:30am – 12:15pm
Social Media and Customer Service: Enhancing Your Company’s Brand Image and Bottom-Line
Leader: Debra Ellis, Founder, Wilson & Ellis Consulting
With social media, you have to win your prospects, customers, and fans with every interaction across platforms. This has migrated customer service from being a support function to being an extension of marketing. Customers want to know that they are being listened and responded to. Being on the front line, allows customer service to show to clients and prospects that your organization is real and cares.
There are many moving parts in Social Media Customer Service and you will leave this program with steps on how to:
- Enhance customer service by leveraging Social Media
- Integrate customer care with other functions across a company and avoid silo fighting
- Scale social media within the organization
- Prepare for a crisis and prevent escalation
- Integrate your CRM system and Social Media
- Decide on the metrics you should be measuring
Post-conference programs are only available to main conference attendees at an additional charge of $195.
