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Customer Experience and Contact Center Track


Taming Your Service Frankenstein: Getting Your Online and Call Center to Work Together to Build Love

Wednesday, April 23 11:25 AM - 12:15 PM
Room: Ballroom 1
Despite what you’ve been told, your call center and ecommerce service are not separate departments or areas. Many retailers struggle to adjust to how both departments complement each other, let alone work together to cut service burdens and increase customer loyalty and lifetime value.

In this session, you will learn crucial call center and ecommerce service metrics, whether live chat or email support or live call center have the best business use case, how to use Facebook, Twitter & Pinterest to actually excite your CFO (and cut costs), three prevailing consumer behaviors that have changed service dramatically, and much more.
Below is our moderator and panelist - more to be announced.

Moderator:

Debra Ellis, Founder, Wilson & Ellis Consulting

Panelists:

Michael Moseman, Director, Client Services Center, Louis Vuitton
 
Angie Stocklin, Co-founder/COO, One Click
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Upselling In The Contact Center...And Incentive Programs That Help!

Wednesday, April 23 2:00 PM - 2:50 PM
Room: Ballroom 1
The contact center is a business intelligence information source. Contact center staffs need to be trained and coached on how to collect and use valuable data from customers to encourage the purchases of additional products and services. In order for upselling to be effective in the call center, your people must be armed with the right information, tools and motivation in order to present products and services to the right customers.
A properly designed incentive program rewards your employees because they have made important and significant contributions to the company’s revenues and profits. Is your incentive program doing this? If not, it’s time to change things up. Incentive programs can significantly improve contact center KPI’s but must address specific needs or you’re wasting time, energy and money.
We'll talk about how the most successful contact centers upsell their customers, and turn their centers into a profit center instead of an expense line.

Speaker:

Tim Holody, COO, Seta Corp.
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Surviving the Peak Season in the Contact Center

Thursday, April 24 8:45 AM - 9:35 AM
Room: Ballroom 1
Surviving and thriving peak season in your contact center does require year-round work, discipline, and vision. In this session, you will learn how to properly hire, staff, and train for the peak season that will minimize costly turnover and maximize your staff’s performance during the busy season.
We will discuss ways to make your contact center employees and processes produce high performance results. You will learn to increase productivity, customer satisfaction and sales and how to tightly link your social channels with your contact center during the peak season.
Hear from the survivors and “thrivers” on how they focused and managed the seasonal growth of employee count and order volume, with innovative approaches and in some cases limited reliance on technology.
Below is our speaker, panelists to be announced.

Speaker:

Emma Grant, Director, Customer Relations OSP Group, FULLBEAUTY Brands
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Key Metrics in the Contact Center

Thursday, April 24 10:15 AM - 11:05 AM
Room: Ballroom 1
The credo of the operations and fulfillment world is to get it done faster and in a more cost effective way - and the contact center is an integral part of making this happen. Customers have huge expectations of service and contact center staffs have bigger demands and requirements. In order to efficiently measure the quality of their service, contact centers have to understand the most critical key performance indicators (KPIs)that will help the contact centers manage and reach their goals.
In this session, attendees will learn about the most common measures of performance in service, quality, efficiency, profitability, and personnel - and how to calculate and analyze them.

Moderator:

Kevon Hills, Senior Vice President, Operations and Insights, StellaService

Panelists:

Jerry Hoopfer, Customer Service, Moosejaw Mountaineering
 
Michael Lackman, COO, Petflow.com
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Crisis in the Contact Center: To Outsource or to Stay In House

Thursday, April 24 11:20 AM - 12:10 PM
Room: Ballroom 1
This panel session will examine the challenge of building a brand-reinforcing contact center with specific attention to the decision of whether to keep operations in house, or work with a third party. The session will be a discussion with merchants who will describe the process that their respective organizations went through when creating their contact center operations, the decision to outsource or stay in house, what they learned from the experience, and what they see for the future.
Below are our panelists, moderator to be announced.

Panelists:

Michael Lackman, COO, Petflow.com
 
Bill Richardson, President, COO, Bare Necessities
 
Andrew Benoit, Chief Operating Officer, Poppin
 
Matt Kull, Founder, Revzilla
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Mastering Motivation: How to Create a Happy and Successful Operations Team

Thursday, April 24 2:15 PM - 3:05 PM
Room: Ballroom 1
One of the best characteristics found in any successful company is a highly motivated and happy team. Whether you are trying to boost morale in a single department or throughout the entire warehouse, this session is a must. After this 50-minute session you will walk away with the takeaways needed to motivate your employees, how to use motivational rewards, and why over-motivating is as dangerous as under-motivating a team.

Speakers:

Jerry Hoopfer, Customer Service, Moosejaw Mountaineering
 
Rich Balcum, Fulfillment Director, Calendars.com
 
Anthony Vicars, Vice President of Operations, Framebridge
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