10:30 AM – 11:45 AM
“Not Enough Time in the Day” – From Firefighting to Coaching
1:00 PM – 2:15 PM
AI in Action: From Analytics to Intelligence
Using AI to anticipate the customer’s needs. Predictive analytics and customer’s propensities tell us what they (the customer) need before they even ask. AI and the different areas it can be applied from data to help agents field customer service calls to “Chat Bots” that field them before they get to an agent.
2:45 PM – 4:00 PM
Workforce: What’s in it for me?
9:15 AM – 10:30 AM
Quality Counts: Quality Tools in Action
11:00 AM – 12:15 PM
Trust Me: The Engagement Value of a Customer-centric Culture