**Attendees have the opportunity to choose three (3) breakout sessions + Queue U.**

Customer Service:

10 Secrets to Boosting First Call Resolution: Best Practices for Improving Satisfaction and Reducing Costs (Barry Knack, Call Copy)

In 10 Secrets to Boosting First Call Resolution, you will learn why you should implement FCR as an essential KPI. You'll gain valuable insight, and learn best practices for increasing your FCR. Topics will include:

• Steps you can take to measure FCR.
• Ways to identify the causes of repeat calls.
• Industry best practices.
• Insight on how FCR relates to customer satisfaction.
• The 10 secrets to boosting FCR.

Outstanding Customer Service – How to Exceed Expectations (Bob Chappell, Interactive Intelligence)
Your customers are your most important asset.  Your job is to keep them happy.  Discover how to transform good customer service into remarkable customer service in your contact center!

Enhancing your Call Center with Network Routing (Mike Morgan, tw telecom)
Join us as we discuss in the cloud routing ideas to enhance reliability, increase utilization and a help you get a good night’s sleep! 

CC Management

Bridging the GAP - Cultivating ideas on how to Motivate the Boomers, X, Y, and Beyond (Candy Whirley)
Learn to:

• Recognize the characteristics of the generational differences in the workplace.
• Understand the strengths of each generation and how they will benefit the organization.
• Motivate all generations with non-money and low money motivators.
•          

   Bridge the Gap by building a bridge….literally!

Measure, Manage and Predict Growth –  Why Engagement and Effort are the two most important experience metrics for your service organization (Mike Garner, Cicero)

• Learn how leading brands measuring and managing to customer effort and employee & customer engagement:

• Grow 3.4x faster than their competitors
• Are able to charge a 23% premium per customer
• And enjoy an 18% productivity advantage over their competitors

The Alpha and the Omega of KPI’s (Vince Fulgenzi, VITEC, Inc.)

Come and be treated to an action packed review of the common KPI’s and benchmarks to see how your center stacks up to the best of breed.  Join us and participate in a moderated interactive discussion with other contact center leaders that will review not only KPI’s used, but also successes and failures in driving improved performance and management support of contact center initiatives.  From Alpha to Omega, and all points in between – this session is sure to be a lively review!

Customer Relationship

Social Media: Professional Interaction in a Changing World (Rich Neal, Temetic Research)
 
If you think Social Media is about creating ambiguous buzz or striving for "Likes" you've grossly underestimated this explosive consumer-based realm.  Learn about intelligent Social Media Portfolio Management from the firm that developed Digital Sociology - the only discipline devoted entirely to understanding online consumer collectivism and socializing.

Customer Communication in an App-Centric World (Rob Rayburn, Bob Scheller, Dave Krumbholz, ePlus Publishing) 
 

Did you know that over 80% of the Apps downloaded world-wide today have next to nothing to do with business or customer communication?   So, how do you and your center provide excellent customer service to a population that isn’t even aware?  And, how do you overcome the obstacles of hardware, connectivity and security associated with Apps?  Join us for this interactive session and find out how to reach your customers and employees with a revolutionary new process that puts you, your center and your enterprise in the forefront EVERY day!   

Driving Business Value with Speech Analytics (Paul Beyer, Utopy)

Join us for this interactive session where we’ll solicit areas from you where you are working or struggling or tasked to improve in the year ahead for your center.  We’ll offer some insightful suggestions on HOW speech analytics has and can help solve these issues.  We’ll work through creating a Financial Benefit Model that shows the gains and how they correlate to business return and ROI.

Self-Serve

Bridging the Customer Service Gap Between Self-Service & Live-Service (Eric Camulli, Virtual Hold)
Top customer service complaints include: confusing menus, waiting on hold and repeating account information. Let’s face it, transitioning between self-service and live-service can be like shifting gears without putting your foot on t Technology.  he clutch. The friction and grinding represent the resulting customer experience and this is where companies are failing and placing business at risk.  Join us as we examine the value of virtual queuing solutions that bridge the customer service gap between self-service and live-service. In addition, we’ll explore how virtual queuing solutions can be used to help your business transition to use the next generation of customer front doors. This includes smartphone apps and Facebook pages.

 
What can help Contact Center Mgrs. Cut Costs, Raise Revenues & Improve the Customer / Agent Experience – ALL at Once? (Tim Barnes, OpenMethods) 

Come listen to an experienced Chief Technology Officer with years of experience in consulting in small and large Contact Centers with basic inbound and outbound phone needs up to complex multi-media interactions through the use of Computer Telephony Integration, Integrated Voice Response and Automated Speech and Text To Speech as well as Social Media Monitoring!

Where Speech Makes Sense (Rob Guastucci, Lumenvox)

The call center can now enjoy a new breed of customized voice automation solutions, but Speech Recognition and Text-To-Speech aren't necessarily better for every single application.  LumenVox will present a look at some areas where voice proves to be the best solution -- as well as some applications that aren't best suited for voice automation. We’ll also also present two business cases of cloud-based, customized speech solutions to see how the ROI was dramatically improved by having the applications hosted.