Customer Contact East

Key Topics

• CASE HISTORY - Reimagining Customer Engagement: How One Contact Center Helped the Enterprise Get to the Forefront of Innovation
• Case Studies & Executive Insights
• SUCCESS STORY – Going Beyond Up Sell and Cross Sell: How the Contact Center Can Drive Revenue through Deeper Customer Relationships
• FROST & SULLIVAN VISIONARY INSIGHT – Game Changing Technologies on the Horizon
• CASE HISTORY - Perfecting the Elevator Pitch, or How to Capture the Ear of Your C-Suite in 60 Seconds or Less
• EXECUTIVE INSIGHT AND PARTICIPANT BRAINSTORM – The Nuances of NPS
• CASE HISTORY - Chat with Your Customer: Real Time and Personal
• CASE HISTORY - Actionable Application of Big Data
• The Easy Button: How First Tennessee Bank Leverages Technology to Reduce Effort
• Influencing Customer Personal Development
• Leverage Your Online Community (ies) to Improve the Customer Experience
• Personalizing Customer Engagement on Mobile
• Customer Support as a Competitive Weapon in a Connected World
• Text is the New Talk: Use Cases for Engaging Millennial-Minded Consumers
• Cutting-Edge Techniques for Enhancing the Quality of Agent Communications: Evaluations, KPIs and Speech Analytics
• So You Want To Know What Your Customers Want? Try Asking Them!
• The Seizing The Micro Moment: Optimizing Customer Experience and Support in Every Engagement
• Exploring the Possibilities: Incorporating Video Agent Interaction into Your Customer Experience Strategy
• The Customer of the Future: Are You Readying for the Post-Millennial Generation?

Who should Attend

Senior attendees involved or interested in customer care and customer contact.