Tuesday, March 21, 2017

07:45 AM - 08:30 AM Breakfast

08:30 AM - 08:35 AM Chairperson's Recap

Sponsored by: Virtual Hold Technology

8:35 AM - 9:15 AM Speech Analytics Turning Conversations Into Results

Adrian Guenther, Vice President, Contact Center, Lincoln Financial Group
Speech analytics converts your spoken conversations into big data text, giving you searchable insights into what's going on in your contact center. These tools have the power to deliver the voice of your customer (VOC) in ways never before possible. Learn how a service industry peer is using speech analytics to identify un-met customer needs, transform the service culture, deliver operational efficiencies and contribute to the bottom line.
 Learn proven use cases to maximize your VOC
 Leverage contact center intelligence for back office improvements
 Improve QA with targeted insights tailored to individual agents
 Realize the power of demographics for enriching strategic partner relationships


Adrian Guenther

Vice President, Contact Center
Lincoln Financial Group

9:15 AM - 9:45 AM Business Meeting

9:45 AM - 10:25 AM Second Call Elimination: Maximizing Customer Engagement Opportunities to Deliver Exceptional Service

Richard Gianvecchio, Vice President, Norton Support & Services, Symantec
Every experience a customer goes through, that fails to meet with their expectations, often results in the need for assistance, and that assistance is provided through customer service organizations. As critical listening posts for the business, the contact center presents an opportunity to correct perceived wrongs, but is often viewed as a cost center, rather that what it really is, an opportunity to engage with customers. Extending engagements by foreseeing future issues, and resolving them, is an opportunity to reinforce the value that they have purchases. Learn how a service industry peer is driving to create a true engagement center, optimized to eliminate calls, rather than just process them, and observe how to:
  • Migrate customer service from a safety net to a trusted advisor
  • Provide excellent service through the principle of follow-though
  • Keep your pulse on your customers through all stages of their lifecycle
  • Reduce contacts by eliminating the next logical reason customer service may be needed


Richard Gianvecchio

Vice President, Norton Support & Services

10:25 AM - 10:55 AM Business Meeting

10:55 AM - 11:25 AM Business Meeting/Break

With customer expectations high and failure points increased, it's critical for contact centers to implement leading strategy and processes that protect the CX and increase agent engagement to deliver in any channel the customer chooses. Couple this with the rapidly changing nature of engagement due to the emergence of milennials as the largest group in the workplace, this topic has become a key theme of this executive forum. Attend this panel and learn how to:
  • Create a culture of trust and accountability which leads to refreshed and invigorated agents
  • Provide the tools to empower your employees to exceed customer expectations each and every time
  • Highlight best practices in performance management skill areas such as expectation setting, coaching, employee motivation and accountability
  • Focus on the end goal of customer retention by turning negative experiences into solutions that will delight your customers


Anthony Bagio

Director, Contact Center Operations
United Airlines

Stacy Falconer

Senior Vice President, Customer Experience
Wells Fargo

Hilary Hahn

Vice President, Employee Experience
Frontier Communications

12:05 PM - 12:45 PM From Mom & Pop to Global Growth; How To Scale Your Customer Service Organization As Your Business Expands & Changes

Patricia Winand, Vice President Global Customer Care, PerkinElmer
Working across global boundaries and cultures and breaking down operational silos is one of the greatest challenges companies must overcome to deliver great customer experience. During this case study on scaling the contact center for global growth, attendees will learn how to:
  • Connect culture and communication across global operations
  • Develop a customized strategy for specific geographies and culture
  • Standardize where you can, personalize where you should
  • Receive strategies for operational excellence when managing rapid growth of customer support


Patricia Winand

Vice President Global Customer Care

12:45 PM - 11:54 PM Chairperson's Closing Remarks