Join SOCAP for a tour of HKT Teleservices’ new state-of-the-art Engagement Center which supports Airbnb—HKT’s largest US client. Aligning with Airbnb’s culture was so important that HKT created a new standard for the industry. The look and feel of the space was modeled after a Tech Start-up — 40-foot ceilings and wide-open spaces encourage the collaboration millennials crave. But culture is only part of the story. Tour visitors will also gain insights that translate into higher program margins and improved CSAT.
Register now for the HKT Engagement Center Tour – Sunday April 14, 2019 12PM to 2PM – Seats are Limited!
Best Practice Sharing:
Have you ever walked onto a call floor and noticed hands in the air? Nothing tanks CSAT like making a customer wait and nothing causes agents more anxiety than not knowing an answer and being unable to get help. Learn how HKT has replaced traditional “hand raising” by using Virtual Floor Support to:
- Reduce customer hold time
- Improve knowledge base & training curriculum
- Increase productivity
Gamification is creating a buzz in the industry but have you actually seen it in action? For this tour, you will walk through the HKTjourney of implementing gamification into its Engagement Center. From increasing employee engagement to next-level training capabilities, you will leave the tour inspired to make your contact center better by bringing fun into the workplace. If you’ve ever thought about gamification or are struggling with implementation, then don’t miss this tour!
Transportation will be provided from the Hilton Downtown Columbus to the HKT Teleservices Engagement Center in Grove City, OH (about a 20-minute ride). Upon arrival, small groups of 10-15 guests will assemble at 2 different stations for tours with a “shot gun” start. The groups will reconvene in the lobby for Q&A and a short reception.
There is no cost to attend this tour but seats are limited! Participants must be registered for the SOCAP Customer Care Summit to attend this tour.