15th March 2018, Bengaluru

Conference Agenda

Customer Experience
Building Blocks of an Effective Customer Experience Program (Case Study)
Building a customer experience strategy
Drive Change in your Organization with VOC
Becoming More Customer Centric
Making the Leap - Moving from Just Service to Memorable Customer Experience
Maximizing the ROI of Customer Care
Transformation from cost center to value center
Leadership
Next orbit of BPM ( Keynote Panel Session)
The DNA of Leadership, Culture, and Teamwork
Creating "Ready Now" Leaders-A Robust Leadership Pipeline
How to Maximize the Impact of your Influence (Case Study)
Operations
High-Performance Management: Getting the Most Out of Contact Center Agents
Inspiring Customer Service Excellence
Contact center KPIs to ensure a sustainable balance in the metrics
Opportunities for agent development and achieving higher level of efficiency
Driving Revenue Through The Dial! Are Sales Efforts Killing Your Brand
Harnessing Data to Drive Performance
Tech Talks
It's All About the Data - Data Analytics, Big Data
Omni-channel and the Future Ahead: Planning for Tomorrow, Today
Increase Customer Service Agility with Cloud BPM-Cloud BPM
Creating a Decision Making Framework to Select Next Contact Center Tech
Trends: Chatbots, AI, RPA
AI - How Augmented Intelligence Will Change the Contact Center Forever
Training / HR / Quality
Employee onboarding and Training from the Top
Continuous Process - agent engagement, agent training, and contact center culture
Fosters agent development to a high degree
Balancing Training with Skills-Based Routing
Improve Quality Score - feedback and coaching routine, tracking improvements, Display real-time statistics
WFM Team - Friend or Foe? (Case Study)‌
Best Practices
Finding the right people, setting up the right processes
Gain insight- ways to address your biggest WFM challenges
Developing and utilizing effective dashboards and scorecards - Reports
Migrating to cloud contact center technology