Six sessions per time slot - at levels ranging from beginner to advanced - will be offered across these five critical areas of learning.
If you’re responsible for managing people in the contact center, this track is where you’ll find the ideas and resources you need to improve. We’ll tackle the tough issues of retention, stress and attendance, give you insights on coaching and selling, and set your supervisors up for success.
We’ve emphasized the “how to” in these critical operations topics so you can get return home with actionable ideas for making immediate improvements to your contact center. Results are what you need, and this track will show you exactly how to achieve them in your own operation.
If you’re ready to be inspired by fresh ideas on strategy and leadership, this is the track for you. We’ll delve into the “big picture” issues that keep you up at night, and provide insights into leading your team to success from the best in the business.
The amazing array of bells and whistles in today’s technology is impressive – and overwhelming. This track will help you to understand what’s most important: how to use contact center technology to get the job done. These sessions range from selecting applications to using them, including how to coordinate across the organization.
The dynamics of social media are introducing a wave of new realities for contact centers. Blogs, discussion boards, video-sharing, podcasts, etc. are becoming part of the everyday professional experience, and call centers are now faced with a customer market that wants to engage with them directly-- are you be prepared? Attend these sessions to learn how to build your social toolbox, protect your brand, and move forward with a social media strategy that works for your organization – and your customers.
