Contact Center & Customer Service Summit

Upcoming Event Dates

• Austin, TX – November 12 & 13, 2018

• Washington, DC – April 15 & 16, 2019

• San Diego, CA – October 14 & 15, 2019

For More Information Please Contact...

Shane Doherty – Event Manager
(941) 925-7585 x8166  |  email

Slade Cheong – Event Manager
941-894-9569  |  email

Laura Dykstra – Delegate Coordinator
(941) 925-7585 x8161  |  email

Contact Center & Customer Service Summit in Austin, TX
November 12 & 13, 2018

Event Workshops Include...

Dare to Matter: Rising to the Level of Significance - OPENING PRESENTATION
Presented by Pete Smith, President, SmithImpact

Significant people create significant results. 

Performance. Results. Impact. Now more than ever, companies are looking for ways to improve their competitive advantage while remaining true to their mission, vision and values. At the root of every company’s success is often the key differentiator: people. Moreover, the root desire of every person is to know with certainty that who they are and what they do matters. 

The keys to engagement, motivation, balance, and fulfillment exist not solely in a passionate pursuit of success but, rather, in a relentless pursuit of significance. It is not the easier path; just the optimal one.

Significance is found not only in the job one has but within the person who does the job. By relentlessly pursuing significance on a personal level, and therefore connecting with others through that same lens of significance, we are able to create feelings of excitement and connectedness in everything we do.

From surviving a stroke to being mildly obsessed with living a life of significance, Pete's engaging, funny, and insightful keynote presentation is designed to inspire and challenge the attendees as it reveals the six keys to incorporating significance into our personal and professional lives.

At the conclusion of this presentation, the attendees will:

• Recognize how responsibility, accountability, and performance is increased in a culture of choice
• Explore the critical role of identity as it relates to activity and decision-making
• Understand the powerful, yet minimizing, motivators in our lives and how to create positive, sustainable motivation 
• Uncover the internal desire to take risks and impact the lives of others, even in the face of adversity

What Does it Mean for Commerce to be Conversational?
Presented by Shai Berger, Co-Founder and CEO, Fonolo

The term conversational commerce has two distinct meanings. Shai Berger, Fonolo’s CEO, explains this through the heuristic concept of micro and macro. Micro focusses on “conversational” as a style of transaction that uses turn-by-turn interactions with a human or bot to get something done in real-time, while macro showcases the bigger picture where brands are able to gradually build relationships with clients and add value over time. Although these concepts highlight the fundamentals of conversational commerce, there’s still a long road ahead and contact centers leaders who aren’t in the know will quickly fall behind.

To learn more about this topic, join Fonolo’s CEO, Shai Berger on November 12^th at 00:00, as he discusses the ramifications of conversational commerce and how different organizations are using it via agents, bots, virtual assistants, and forms of AI.

KPI: Strength or Weakness?
Presented by Dave Hoekstra, Solutions Engineer, Teleopti, Inc.

Contact centers love measuring KPI.  How do we make sure that we are using our Key Performance Indicators as a strength instead of holding us back?

• How do we make sure that KPI are leading us forward instead of holding us back?
• Are we measuring the right KPI, and are the goals appropriate?
• What are some common pitfalls of KPI measurement?
• How will future technologies shape how we measure KPI (Chatbots, AI)?

AI: Myth, Magic or Must
Presented by Dale Zwizinski, SVP North American Sales, Smart Action

As Artificial Intelligence (AI) remains one of the hottest topics in the customer experience sector, many executives find themselves wondering what this “magical” automation really means for their businesses. If AI has you confused, intimidated--or even fearful--about potential impacts to your brand’s customer experience, then this session is for you! This session will debunk the myths and present real-world examples and use cases for AI automation in the contact center, along with recommendations for where to start.  

What You Need to Know to Build a Social Media Customer Engagement Team
Presented by Al Hopper, Principal, Nagurra Networks

This presentation is about understanding the key performance indicators of successful customer service for the contact center. Most KPIs from traditional channels do well as a base for measuring success for a social media customer service team, but some need tweaking to more accurately measure the impact your team is having. One example is the concept of FCR. Typically it is First Call Resolution, but in social media the definition needs to be expanded to First Conversation Resolution because it is not always possible to resolve a customer's issue with just one tweet or post. They often require a conversation with the customer to get the required information to reach resolution. Contact Center leaders need to understand the differences so they can get more from their teams. Additionally, we will address the different types of teams that contact centers can leverage to get the most out of their teams as they grow and change over time.

Authentication and Security at the Speed of Conversation
Presented by Tim Mohan, Business Intelligence Manager, Pindrop

How do you build a voice identify platform that authenticates customers, protects you from fraudsters, and allows you to build all new customer experiences? The emergence of the conversational economy has us all asking these questions. In this interactive session, Pindrop will show the three pillars of a voice identity platform - speed, accuracy, and security. Attendees will see some of the most prolific actors and politicians can be synthesized on the fly, how most biometric engines would reject president Obama every 4 months, and how your voice sounds different whether you’re driving in your car, sitting on your couch, or activating a device on the sidelines at your child’s soccer game.

Hyatt Regency Austin

208 Barton Springs
Austin, TX 78704


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