Customer Contact Virtual: 3-Day Online Event (September 22-24, 2020) – ResearchAndMarkets.com | Financial Buzz

Customer Contact Virtual: 3-Day Online Event (September 22-24, 2020) – ResearchAndMarkets.com

The “Customer Contact Virtual” training has been added to ResearchAndMarkets.com’s offering.

Customer Contact Virtual Prepares you for the Future of Customer Care

  • Elevating Agent Experience and Effectiveness
  • Operational Excellence in the New Now
  • Reimagining the Customer Journey & Experience

Why Participate

An Interactive Virtual Event Experience Like No Other

YOUR CUSTOMER IS YOUR TRUE NORTH

Every person, every process, every tool must embed the customer in its DNA. Ignore this at your peril.

POWER TO YOUR PEOPLE

Your workforce is transforming and in turn presenting new challenges and new opportunities for brand ambassadorship. You must grasp a new model to attract and develop modern talent, and transition your existing workforce to one that embraces and is empowered by automation.

INSPIRE YOUR PEERS, COLLEAGUES AND YOUR INTELLECTUAL CURIOSITY

Our events are designed for you to open up about your most formidable challenges and forge lasting connections with your industry peers. Ultimately, you will leave the event feeling invigorated, inspired, and ready to enact purposeful change.

TECHNOLOGY IS MOVING FAST

An era of unprecedented change is upon us, driven by the pace of digital technologies. Get a grip on a fast-moving landscape of solutions and find innovative ways to provide data-driven customer support.

EFFICIENCY MUST BE WELL THOUGHT OUT

Amidst all the disruption and innovation comes the unabated demand for operational efficiency and effectiveness. Strategically deploy the must-have processes and technology to stay ahead of both evolving customer expectations and the demands of your senior management.

You’ll Collaborate With:

The right connections can open doors for you. At this Executive MindXchange, you’ll be surrounded by top-level executives in the customer contact and customer experience industry, who’ve been vetted by our team to ensure they are the right people for the content and focus of our event.

  • 75% Executive
  • 19% Management
  • 6% Other

Agenda

Tuesday, September 22, 2020 – Insights, Expertise, Collaboration and Solutions (Oh, and The First of Our Daily Grand Prize Give Away Drawings!) – 12:30 PM EDT

Virtual Platform Orientation and Demonstration – Fast-Paced and Fun!

Ready yourself with the platform know-how to ensure you make the most connections, get (and give!) the greatest value in the many collaboration sessions throughout the event, and find those products and services that will help you solve your specific challenges.

12:30 PM EDT

Welcome: Ready…Set…Go!

1:00 PM EDT

HEADLINER – Disruption, Dolly, Dilbert and Droids: The D’s Reshaping the Future of Work & the Contact Center

1:05 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

1. Choose one of three concurrent sessions

2. Enter the Zoom Breakout Room

3. Turn ON your video

4. Have some fun and get to know your co-collaborators

5. Get busy sharing ideas, best practices, and your lessons learned1:25 PM EDT

Zone 1. Employee Experience: Leveraging Data to Drive Down Employee Effort

1:25 PM EDT

Zone 2. Transforming Service: Building Powerful Knowledge Bases and Communities

1:25 PM EDT

Zone 3. Harnessing the Voice of the Customer to Drive Growth

1:25 PM EDT

CHECK IT OUT – Concurrent Featured Demonstrations

2:15 PM EDT

BEST PRACTICE – The Evolution of Digital Tools: Adapting to the Omni-Digital-Channel Customer Revolution

2:25 PM EDT

Dance BreakBring your dancing shoes and get ready to boogie down!

2:40 PM EDT

Virtual Exhibit Hall

Twenty well spent minutes to travel through the hall, request information from Solution Providers, enter their booth, and get your questions answered live on video.

2:45 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

1. Choose one of three concurrent sessions

2. Enter the Zoom Breakout Room

3. Turn ON your video

4. Have some fun and get to know your co-collaborators

5. Get busy sharing ideas, best practices, and your lessons learned3:05 PM EDT

Zone 1. Stop the Buzz and Sort Through the Hype: Intelligent Automation for the Contact Center Demystified

3:05 PM EDT

Zone 2. Feeling Overwhelmed by Constant Change? Move from Disruption to Transformation

3:05 PM EDT

Zone 3. Designing Frictionless Digital Customer Journeys

3:05 PM EDT

Virtual Exhibit Hall

More time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

3:45 PM EDT

Topic Tables

3:45 PM EDT

CAPSTONE

4:10 PM EDT

Content Concludes but wait Daily Grand Prize Giveaway!

4:25 PM EDT

Scavenger Hunt and Virtual Happy Hour

This virtual scavenger hunt is a collaborative effort of craziness filled with exciting and active ways for your team to complete brain teasers and hilarious challenges. Grab a drink & bring lots of energy because you’ll be racing against the clock!

4:30 PM EDT

Daily Event Experience EndsSame Time, Same Place Tomorrow!

5:30 PM EDT

Wednesday, September 23, 2020 – Insights, Expertise, Collaboration and Solutions (Oh, and Another Daily Drawing!) – 1:00 PM EDT

Icebreaker

1:00 PM EDT

HEADLINER – WFH – Where From Here (aka WTF!)

1:05 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

1. Choose one of three concurrent sessions

2. Enter the Zoom Breakout Room

3. Turn ON your video

4. Have some fun and get to know your co-collaborators

5. Get busy sharing ideas, best practices, and your lessons learned1:25 PM EDT

Zone 1. Measuring the Agent Experience to Propel Contact Center Efficiencies

1:25 PM EDT

Zone 2. AI Enhanced Customer Care

1:25 PM EDT

Zone 3. Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer

1:25 PM EDT

CHECK IT OUT – Concurrent Featured Demonstrations

2:15 PM EDT

Success Story: How Mythical Games and Officium are Driving On-Demand Customer Service

2:25 PM EDT

Mind, Body & Soul: Yoga with a Yogi

Get energized while building strength and flexibility with us. This upbeat, creative yoga practice, will link breath and movement to keep you present and centered.

2:40 PM EDT

Virtual Exhibit Hall and Briefing Sessions

More time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

2:45 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

1. Choose one of three concurrent sessions

2. Enter the Zoom Breakout Room

3. Turn ON your video

4. Have some fun and get to know your co-collaborators

5. Get busy sharing ideas, best practices, and your lessons learned3:05 PM EDT

Zone 1. Using Customer Journey Analytics to Improve Agent Effectiveness and CX

3:05 PM EDT

Zone 2. Workforce Management: Innovate, Create, and Communicate

3:05 PM EDT

Zone 3. Perfecting the Self Service Experience: Reduce Effort & Drive Resolution

3:05 PM EDT

Virtual Exhibit Hall and Briefing Sessions

More time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

3:45 PM EDT

CAPSTONE – Making Authentic Connections Amidst Crisis and Chaos

4:10 PM EDT

DRUMROLL- Daily Grand Prize Giveaway!

4:25 PM EDT

INAUGURAL VIRTUAL OLYMPICS

4:30 PM EDT

Daily Event Experience EndsSame Time, Same Place Tomorrow!

5:30 PM EDT

Thursday, September 24, 2020 – Insights, Expertise, Collaboration and Solutions (Oh, and The Last of The Daily Drawings!) – 12:00 PM EDT

Customer Engagement Leadership Council: Take-Aways Pow Wow

12:15 PM EDT

Icebreaker

1:00 PM EDT

EXECUTIVE INSIGHT – Creating a Touchless Experience

1:05 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

1. Choose one of three concurrent sessions

2. Enter the Zoom Breakout Room

3. Turn ON your video

4. Have some fun and get to know your co-collaborators

5. Get busy sharing ideas, best practices, and your lessons learned

1:25 PM EDT

Zone 1. Accelerate Agent Productivity on Every Call, from Home or the Contact Center

1:25 PM EDT

Zone 2. Transitioning to the Cloud

1:25 PM EDT

Zone 3. Balancing Efficiency with the Cost of Customer Experience

1:25 PM EDT

CHECK IT OUT – Concurrent Featured Demonstrations

2:15 PM EDT

Success Story

2:25 PM EDT

Just for Laughs

Five minutes of funny queued up just for you!

2:40 PM EDT

Virtual Exhibit Hall and Briefing Sessions

More time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

2:45 PM EDT

BE SEEN AND BE HEARD! Concurrent Zones – Take a Deeper Dive with our Headliners and Rock Stars

The Rules:

1. Choose one of three concurrent sessions

2. Enter the Zoom Breakout Room

3. Have some fun and make some more connections – your last chance of the virtual event!

4. Take a deeper dive with key members of our speaker roster, get your questions answered, and share your own thoughts

3:05 PM EDT

Virtual Exhibit Hall and Briefing Sessions

Your final opportunity to travel the hall and find out more about the products and services that will help you solve your specific challenges.

3:45 PM EDT

SUCCESS STORY – An Exceptionally Human Solution for Customer Satisfaction

4:05 PM EDT

DRUMROLL – Daily Grand Prize Giveaway!

4:25 PM EDT

Customer Contact VIRTUAL: An Executive MindXchange Concludes

4:30 PM EDT

For more information about this training visit https://www.researchandmarkets.com/r/a43z72

Contacts

ResearchAndMarkets.com

Laura Wood, Senior Press Manager

press@researchandmarkets.com

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