CUSTOMER CARE CONFERENCE
October 20–23, 2019
Join us in the Exchange during the times below for the Exhibitor Showcase!
Monday, October 21 • 1:00 pm–2:00 pm
Tuesday, October 22 • 1:30 pm–2:00 pm • 3:00 pm–3:15 pm
Monday, October 21
1:05 pm–1:20 pm
At Astute, we understand data demands across your organization can be challenging. Did you know that each year, U.S. companies generate enough data to fill 10,000 Libraries of Congress, and that most firms only analyze 12% of the data they collect? With Astute Advanced Reporting’s direct and comprehensive access to your data, you can produce reports and visualizations in a way you never thought possible. With features like ad hoc reporting, you’re in control and able to create visual and tabular reports that make sense for your brand. Come see how you can extend your reporting capabilities by transforming data into insights, and insights into action!
1:25 pm–1:40 pm
Sparkcentral saves you 50% or more on customer service! Sound bold? Hear us out. We do this by making your communication more efficient (by moving 35%+ of your call volume to messaging channels in the first year; turning your traditional live chat into a modern, asynchronous live chat; and launching at least two new messaging channels for customer care) and more effective (through smart enterprise integration, by "hiring" AI virtual agents that complement your live agents, and by (re-)building your knowledge base). Then, we further help you improve your operations over time. Sound too good to be true? Check us out at SOCAP 2019 to hear more!
1:45 pm–2:00 pm
Launching an IoT
Total Internet of Things (IoT) connected devices is projected to be 75.44 billion worldwide by 2025, a fivefold increase in ten years. Leading brands understand the importance of joining the IoT revolution, but they may not understand what it takes to provide “wow” customer service for connected devices. Learn best practices from HKT Teleservices’ recent launch of an IoT Customer Care program for a major US brand. From day one to go live, plotting a roadmap to success is paramount.
David Shapiro, President, HKT Teleservices
David Shapiro serves as President for HKT Teleservices (US). Charged with creating a unique organization that will provide remarkable interactions between brands and their customers using multi-channels and data analytics to enhance the experience, Dave is focused on providing consultative services to clients and creating a culture that empowers employees to take ownership of the customer journey. With over 30 years in the industry, Dave understands how to forge True Partnerships. He is a member of SOCAP International and earned a Bachelor’s of Arts degree in Communications from Bethany College.
Tuesday, October 22
1:25 pm–1:40 pm
Gamification in the Modern Call Center
A growing component in the contact center technology ecosystem, gamification improves agent satisfaction, productivity, and compliance and reduces employee turnover. Leveraging gamification within the contact center platform to drive desired agent and team behavior requires finding the right incentives to measure, monitor, and promote the KPIs that are vital to success. Join us as we share our approaches for aligning contact center technology and business intelligence with gamification software to achieve dynamic results.
1:45 pm–2:00 pm
Creating and Measuring Great Omnichannel Journeys
As much as the term “omnichannel” has been used—and overused—it is surprising that so few companies are actually offering it. In this era of business disruption, effortless personal omnichannel is the key to winning, yet both Gartner and IQPC estimate that only 5% of companies today are offering true omnichannel.
So how do you get started? This session will give you the keys to getting started with omnichannel and specific ways to measure and ensure a consistent experience across all channels.
Ted Hunting, Senior Vice President of Marketing
Ted Hunting has over 25 years of experience successfully building brand and demand generation programs in startup and global companies creating revenue growth and market leadership. Ted is a recognized speaker in the customer experience industry, with keynotes and presentations at top conferences, including Gartner, Forrester, IQPC Customer Contact Week, ICMI, Enterprise Connect, and Execs in the Know, among others.
3:00 pm–3:15 pm
Last year, Fonolo saved its customers 77 years’ worth of hold time. Its patented cloud-based call-back solutions have revolutionized the way contact centers interact with customers through web, mobile, and voice. Call-backs are magical: Fonolo has been proven to reduce abandon rates by 62%, increase repeat business, and in one case, generate $10 Million in new revenue for its customers. These for-real numbers are the result of our customers making a simple, scalable change in their call centers: offering a call-back as an alternative to waiting on hold.
Join us in this session as we walk through the cost-saving, game-changing world of call-backs, and how empowering customers with them can instantaneously reduce abandonment rates, smooth out call spikes, lower costs, and help retain customers.
About the Speaker
Chris McLean is the VP of Strategic Accounts and has been with Fonolo for over 9 years. He specializes in working with companies to eliminate the need for customers to wait on hold while dramatically improving their customer experience. Chris is the trusted advisor that works with companies to prove out the technology so they can feel confident in their investment – and their partnership with – Fonolo.