Session Details

Session Details2019-04-10T14:17:35-04:00

General Sessions

Roundtable 3.0
Monday, April 15
8:45 – 9:45

The next evolution in peer-to-peer learning and sharing, where content is designed for you and by you. Roundtable 3.0 allows you to discuss the most pressing issues, solutions and questions that are on your mind. Best of all, you have the opportunity to have open, unscripted conversations with your professional peers in the audience.

Kick off your CCS experience with an incredible concentration of business experience, creativity and expertise assembled in one room! You can be sure the outcome will be an exceptional networking experience full of shared learnings for all.

General Session Keynote
Tuesday, April 16
8:45 – 9:45

Presenter: Pete Blackshaw, CEO of Cintrifuse, former Vice President of Digital Innovation & Service Motels at Nestlé, S.A.

NAP’S OVER!  YOUR TIME IS NOW!
Unlocking Brand Value in the Concierge Economy
Rarely has there been a more opportune time for Consumer Affairs to move center stage.  CMOs are obsessed with “1st party data.”  CEOs riff about “personalization at scale.   ECommerce leads tout service as “must win.” Innovation leaders tout digital concierges like Alexa, Google Assistant, and smart refrigerators.  Then again, is Consumer Affairs leading, lagging, or napping on the sidelines?  Pete Blackshaw, former head of Digital (including global consumer services) for Nestle Worldwide, and author of “Satisfied Customers Tell Three Friends, Angry Customers Tell 3000” (Doubleday) will insist that service leaders sprint to the drivers seat of this “concierge economy” in order to unlock brand and enterprise value.

Complaint Workshop: Consumer Complaint Management Session
Tuesday, April 16
2:00 – 3:30

Regardless of your industry, the management of consumer complaints remains one of the most important functions of the Customer Care Department. You and your team are the single most connected link between the consumer and your brand. As such, you must maintain a careful balance between resolving customer concerns, accurately identifying and documenting critical issues and trends while simultaneously complying with regulatory guidelines and mitigating risk for your organization.

Experts from RQA, Blue Diamond Growers, Blount Fine Foods, Premiere Response, and Newell Brands will help you explore and understand the strategies, tactics and tools that can help you keep your complaint handling balance. The group will provide real consumer complaint situations and walk through the processes from the initial contact to closer and how escalated complaints have become recalls and how they were handled.

Mary Ann Platt, Executive VP of RQA, Inc. – Mary Ann will provide a foundational overview of Consumer Product Complaints Management including:

  • Regulatory compliance
  • Documentation – tracking & investigation of foreign material claims
  • Sample testing, chain of custody & storage

Whenever complaints are in the equation, companies have a need to seek closure on a timely basis. Government agencies have more direct and immediate access than ever before, so it’s important to know the steps necessary to ensure compliance and to be well informed and prepared in the event of an investigation.

Lisa Diehl, Manager Consumer Advocacy, Global Retail Division, Blue Diamond Growers – Lisa will discuss how Blue Diamond Growers handles day to day consumer complaints and specifically how Blue Diamond managed the Almond Milk recall in August of 2018.

Christopher Drury, Customer Care Manager, Blount Fine Foods – Christopher handles both consumer and customer complaints and will review how Blount Find Foods manages their complaints related to foodservice soups, sauces and entrees.

Beth Ziff, COO, Premiere Response, LLC – Beth will discuss best practices for handling consumer complaints based on her experience with managing contact center operations for hundreds of companies. Also what technologies are used in recall situations to handle thousands of contacts.

Heather Cooper, Senior Manager Consumer Engagement, Newell Brands – Heather will discuss how their team manages consumer complaints for multiple brands in multiple categories such as Graco, Calphalon, Sharpie, Rubbermaid, Sunbeam, Coleman and Elmer’s and how they need to handle complaints and claims differently among those categories and brands.

Brian Giannini, RQA will moderate.

Complaint Workshop: Benchmark your Complaint Management Practices
Tuesday, April 16
4:00 – 5:00

This interactive session will reveal how organizations are responding and handling consumer complaints and claims. Questions will be asked in real time to the audience and answers will be exposed with an immediate analysis and discussion. Takeaways from this session should provide participants with comparable practices and paths to enhance customer relations during the complaint resolution process.

Data Reporting

Ratings and Reviews – How are Companies Coding and Reporting
Monday, April 15
10:00 – 10:45

Presenters: Jill DeLong, Customer Relations Analyst, Hershey Company; Josh Maldonado, Bazaar Voice

Reporting Dashboards
Monday, April 15
11:00 – 12:15

Presenter: Eric Pommer, Nestlé

Learn how companies like Nestlé and others develop their reporting dashboards. Find the key elements that are most effective and come prepared to share insights about your own dashboards!

Reporting Roundtables/Reporting Tools
Monday, April 15
2:00 – 3:30

Attendee-driven reporting topics.

Social Media Reporting
Monday, April 15
4:00 – 5:00

Presenters: Fabrice Martin, Chief Product Officer, Clarabridge

This session will share effective practices for sorting through the enormous amount of information that companies gather from the various social channels to identify what is meaningful, relevant and trending with their brands.  Learn what reporting techniques and tools these organizations use to build their reports around this information to leverage the valuable insights for the various organizational stakeholders.

Fueling Customer Service with Data Confidence
Tuesday, April 16
10:00 – 10:45

Presenters: Kim Towle, Zendesk; Melissa Long Shuter, University of Louisville

The University of Louisville is continually transforming their business operations and workflow processes by leveraging data and analytics to elevate service in order to improve the overall customer experience for both their staff and their students. In this session, Melissa Long Shuter (University of Louisville) and Kim Towle (Zendesk) will share how the University is providing responsive digital methods of working that is backed by data – while consistently maintaining the highest level of customer service. Learn how the Business Operations team has transformed the areas of Customer Service, Human Resources, and Financial Team processes in a data-driven organization to help improve overall workflow and top line operations.

How Customer Voice Can Get a Seat at the Product Table
Tuesday, April 16
11:00 – 12:15

Presenters: Christopher Martinez, Founder, CEO, Idiomatic, Inc.; Jordan Paul, Manager, Product Operations, Pinterest

The Customer Voice role has transformed over time to where they are now responsible for advocating on behalf of the customer to the rest of the company. At Pinterest, the Customer Voice team is called the Product Specialist team and they are the bridge between customer, Product, and/or Marketing. In this talk, Jordan Paul (Manager, Product Operations at Pinterest) will cover how Pinterest was able to use intelligent categorization of feedback at scale to turn Customer Ops data into actionable feedback for their Product team. It will contain tips CS/CX professionals can follow to get their data ready to have meaningful meetings with these other stakeholders in their companies.

Reporting for Senior Management
Tuesday, April 16
2:00 – 3:30

Presenters: Heather Cooper, Newell; Karen DiFabio, E&J Gallo Winery

Find out how to grab the attention of Senior Management with your reports. Get valuable insights on ways to highlight consumer insights needed to drive business decisions by providing marketplace viewpoint.

Putting it All Together
Tuesday, April 16
4:00 – 5:00

Presenter: Marie Shubin

Quality Monitoring

Customers Don’t Care About Checklists:
Rethinking Your Quality Scorecards
Monday, April 15
10:00 – 11:00

Presenters: Allison Stauter, Travelzoo; Lezli Harrell, Global Leader of Quality and Business Insights, Groupon; Charles Zambelli, Senior Manager, Consumer Support, Michael Kors  

Traditional QA forms are the cornerstone of most companies’ quality of service measures. But how do you know if what you’re measuring is important to your customers? Research shows quality assurance scores are not correlated with customer satisfaction, yet we continue to confuse QA results with customer experience. Travelzoo threw out its legacy QA checklist and devised a new approach – with just six simple questions and no agent scoring — that aligns its quality results with the customer experience and provides a more accurate view of agent performance. In this session, we will reveal how this change is improving the customer experience and puts agents in control of their pay for performance system.

Is Your Email Scorecard Making Your Agents’ Writing Worse?
Monday, April 15
11:00 – 12:15

Presenter: Leslie O’Flahavan

Scoring agents’ email quality is time-consuming for managers, but the effort is worth it when the scoring actually improves agents’ writing skills and the quality of the service they provide. However, too often, flaws in the email scorecard–and in managers’ understanding of how people become better writers at work–result in damage to agents’ email writing skills. It’s true. An ineffective or punitive email scorecard can make agents’ writing skills worse. In this hands-on interactive workshop, you will learn about the three common scorecard flaws that damage agents’ writing skills by forcing them to adopt writing behaviors that will earn points on the scorecard, but do little or nothing to improve service quality. You’ll learn which types of writing behaviors an effective scorecard can improve and which writing behaviors must be heavily coached before they’re scored, if ever. You’ll also learn about the severe damage a flawed scorecard can cause to agents’ motivation to write well. You will get a brief, lively lesson on how agents develop new writing skills on the job, so you’ll understand the role the scorecard can play in agent development, especially when agents are begin asked to use new writing skills when they are writing in a new channel, such as chat, social media, or SMS. Finally, this workshop will incorporate continuous improvement because it offers the opportunity to take a fresh look at the data we collect when we score agents’ emails, scores we often correlate with CSAT. But if the scorecard itself is causing poor quality email, the scores it yields can do little to inform us about email quality. This workshop will focus more on the “Measure – Analyze – Improve” portion of “DMAIC,” beginning with measuring the very tool we use to measure email quality: the scorecard.

To Serve or Not to Serve! Dealing with Harassing and Abusive Customers in the Experience Economy
Monday, April 15
2:00 – 3:30

Presenters: Helen Horsham-Bertels, Bago Consulting; Leslie O’Flahavan, E-Write; Terri Haffey, Domino’s Pizza; Craig Antonucci, BPA Quality

This interactive session and panel discussion will explore how customer service agents and customer-facing employees should respond to customers who are being aggressive, threatening or even abusive.

We will discuss:

  • Why today’s customers use aggressive, harassing and even threatening behavior
  • How to recognize different causes of aggressive or abusive behavior
  • Identifying and addressing the source of the service that may have led to the escalation in behavior
  • Why customers’ aggressive or abusive behavior harms frontline employees and how management must prepare, support and protect them
  • How to develop an internal process for documenting and addressing unwanted customer behavior and when it should not be tolerated
  • How to respond to customers who use aggressive or abusive behavior
  • What personality types are better suited to dealing with this type of behavior
  • Why companies must publish a social media comment policy

Getting the Most Out of Quality Monitoring
Monday, April 15
4:00 – 5:00

Presenters: John Goodman, Vice Chairman, CCMC; Kristen Benn, Consumer Services Specialist, Nestlé

Most monitoring is focused on the front line and measures compliance. As a result, CSRs fear evaluation and fail to take risks or innovate. Creation of a can-do, risk taking environment depends on job description, training, measurement, recognition and supervisor behavior. Further, monitoring data should be combined with survey and operational data at the issue level across CSRs. Finally, those monitoring should also focus on response rule enhancement and prevention of problems and process improvement across the entire company. Goodman will lay out a framework and Benn will describe where Nestlé is on the journey outlined which has achieved record levels of satisfaction in some areas. Both will also address how the Brand monitors the monitoring of the outsourcer.

Traditional Agent Scorecards Are A Thing of The Past
Tuesday, April 16
10:00 – 10:45

Presenters: James Cammareri, VP of Business Development, COPC; Katie McIntyre, Team Manager, Quality, Groupon

Learn how Groupon is leading the way in transforming QA reporting from an agent-level performance tool to a business-level analysis and insights system. Hear first-hand how they are using quality assurance data to change critical business policies and procedures that are improving the customer experience.

Takeaways – what you’ll learn:

  • How Groupon is using COPC QA best practices to up their QA game
  • Why QA is no longer on the Groupon Scorecard
  • How Groupon is tracking individual agent performance separately from business processes that impact customer satisfaction
  • How Operations Team Leads and Quality Management Teams measure independent metrics and stay calibrated
  • How the Reveal CX quality management tool supports Groupon’s QA transformation

Customer Service Excellence, LEGO style (FREaKy)
Tuesday, April 16
11:00 – 12:15

Presenter: Amanda Marschall, Contact Center Trainer, LEGO

Come to Lego to learn and see how they provide global customer support an a daily basis – and how they have ingrained a culture of customer support into their processes and training. We will also show you how knowing the demographics of your customers can be the building blocks to superior sales and service.

Agent Coaching & Training
Tuesday, April 16
2:00 – 3:30

Presenters: Hernan Giraldo, VP of Customer Experience Ops, Barkbox; Angela Bragg, Sr. Manager, Multi-Channel Operations, of Ann Inc.; Brandi Prime, Quality and Training Manager, C3i Solutions

Hear from several brands on how they approach agent coaching and training. Discover tips for improving your agent coaching and overall performance. The panel will also explore scorecards, metrics and CSAT as part of the discussion. Bring your questions and own perspectives to share for this interactive panel.

Resolving the Riddle of Retention
Tuesday, April 16
4:00 – 5:00

Presenter: Peg Ayers, The Taylor Reach Group, Inc.

The average contact center attrition reported by ICMI was at 33% in 2017, up from 29% reported in 2016. Accepted averages are captive centers at 20% per annum and 100% per annum for outsourced centers. The downside of a strong economy is low unemployment and job shortages. A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition. In this session, we will examine issues and challenges we have observed in client contact centers and discuss strategies and resources that can factor into improved performance and retention.

Technology

Using Customer Insights to Improve Business Performance in the Contact Center and Beyond
Monday, April 15
10:00 – 11:00

Presenters: Stacy Dye, SVP/GM, Quantitative Insights; Michael Hull, Customer Success Director, CallMiner

This session will provide case study examples on leveraging consumer insights tools and technologies to improve CX.  The session will discuss the role of survey research, transcription, coding, artificial intelligence, and speech analytics in the CX insights toolbox.

Takeaweays:

  • The role of the contact center can and should be elevated as a result of the rich customer and business insights that it can provide.
  • Advancements in technology allow researchers to dig below the surface to find out WHY consumers are thinking and feeling the way they do.

Artificial Intelligence: Lessons Learned from Early Adopters
Monday, April 15
11:00 – 12:15


Presenters:
Jon Cox, Senior Consumer Affairs Manager, Wellpet; Lisa Diehl, Manager, Consumer Advocacy, Blue Diamond Growers; Kyle Spittler, Account Executive, Astute; Rod Edwards, SVP of Information Technology, 24-7 Intouch

Artificial Intelligence (AI) is a hot topic in every industry and sector these days, but many customer care professionals are still assessing and looking for case studies from early adopters. WellPet and Blue Diamond Growers have moved beyond chat bots and messenger type applications to using AI for internal QA auditing. Presenters will share the lessons learned from implementation from making the business case to how they are using the data and demonstrating value.

Hands-down Innovation–Novel Application of Mature Technologies
Monday, April 15
2:00 – 2:45

Presenters: Michal Chinn, HKT, Kenyonna Waller, HKT

Discover how you can use what was intended as a customer facing chat tool to increase first call resolution, agent effectiveness and drive higher CSAT in your Engagement Center.

Takeaways:

  • Flexibility – Live Help Now allows Team Leads to assist advocates from any location. That means a veteran team is able to help advocates navigate customer interacts on a real-time basis whether they 25 feet or 450 miles away.
  • Analytics – The tool allows us to determine which Team leads are most effective and most productive. It also reveals trends and identifies outliers — advocates who are asking too many questions and need coaching.
  • Time Management – LHN allows our Team Leads to manage their time more effectively. Instead of running over to an advocate who is raising a hand, they can answer questions at their own stations. This increases agent satisfaction because they are getting effective, timely answers.
  • Feedback – Advocates have the option to complete a survey at the end of every interaction, which allows us to gauge how the advocates are feeling about specific questions, issues, answers, and leaders.

Agent Engagement and Gamification in the Modern Call Center
Monday, April 15
2:45 – 3:30

Presenter: Todd Smith, VP of Gamification, Noble Systems

Gamification is becoming a critical component in the contact center technology ecosystem for improving agent satisfaction, productivity, compliance, and performance, and reducing employee turnover. Leveraging gamification within the contact center platform to drive desired agent and team behavior requires finding the right incentives to measure, monitor, and promote the KPIs that are vital to success. Join us as we share our approaches for using gamification to align contact center technology and business intelligence to achieve dynamic results.

Learning Objectives:

  • Use gamification strategies to align business objectives with agent activity
  • Create equity across disparate groups of agents
  • Engage agents to self-evaluate behaviors
  • Motivate across the generational spectrum of employees
  • Keep supervisors accountable and highly engaged

Legal/Regulatory Issues: The Changing Risk Landscape
Monday, April 15
4:00 – 5:00


Presenters:
Melanie Neumann, Matrix Sciences/Neumann Risk Services; Chris Conner, Astute

Melanie Neumann, J.D., M.S will provide attendees with insights into current and emerging legal and regulatory risks facing food, beverage, and other consumer products companies. Her discussion will include an overview of the changing risk landscape, examples of how critical of a role consumer affairs plays in regulatory compliance and mitigating liability exposure through effective complaint management practices. Examples of recalls illustrating how risks have heightened the importance of effective and efficient management of consumer and customer complaint data will be given, as well as examples of consequences of poor execution.  Attendees will also hear Melanie convey the importance of leveraging technology to manage risks, with a brief discussion on blockchain, its application and current challenges to implementation.

Learning Objectives:

  • Increase understanding of current legal and regulatory risk landscape and the increasing risks involving records / data management;
  • Obtain insights and examples relating to how leveraging technology can help manage emerging risks;
  • Receive examples of the critical role of consumer affairs in data protection & management

Advancing the CX through Next Generation Learning
Tuesday, April 16
10:00 – 10:45

Presenters: Elaina Biffle, Sr. Project Manager Learning Design, Arise Virtual Solutions; Jack Biersdorfer, Vice President Strategic Partnerships, Arise Virtual Solutions

We hear from leading CPG and Retailers that our agents just don’t get our products, brand or services. It’s no wonder, the digital generation learns differently, and the traditional training curriculums fall short. Arise wants to take you on a journey of higher learning that combines Virtual Instructor Led Learning, Online Self-Paced Learning and Online Continuous Learning to show you how this new approach to learning can better equip agents for production, decrease learning time, improve the customer experience and combat program attrition. Our Learning Platform has won awards across the industry and is a game changer.

Mastering the Omni-Channel Experience
Tuesday, April 16
11:00 – 12:15

Presenters: Jennifer Holzhauser, Customer Service Manager, Vera Bradley; Doug Rippy, Software Solution Evangelist, Astute

We live in an omni-channel world, where constant switching between devices, interactions, and conversations has become commonplace. The customer experience is no exception. In fact, 74% of consumers use three or more channels to connect to customer service. Recent years companies have seen a proliferation of customer communication methods and are challenged to support a seamless experience across them. Businesses support an average of nine communication channels, and experts predict this will rise to more than 11 in the coming year. We all are open to change, and ready and willing to solve the needs of our customers. So let’s talk about how to master it. Key elements of delivering omni-channel experiences include finding and reacting to customer contacts that happen outside of traditional channels, determining how to organize, manage and make different channels effective, and orchestrating the interactions between channels. Learn from Vera Bradley on strategies they have taken to deliver these experiences. Having the right technology and processes in place to achieve the core functions of omni-channel communication will be critical in 2019 as customer expectations continue to become more demanding.

Consumer Compensation and Gift Card Strategies and Alternatives
Tuesday, April 16
2:00 – 2:45

Presenters: Bud Miller, CIC; Kathy Glackin, Manager Consumer Affairs, Crayola

Take it to the Cloud: Customer Call Experiences with the Latest Technology
Tuesday, April 16
2:45 – 3:30

Presenter: Justin Bauer, North America Strategic Alliance Manager, Jabra

Customer service calls are more complex than ever before. While the need to provide the best call experience for your customers is essential to differentiate your company from the competition, current technology may be ineffective and potential new technologies, too expensive. Join this session to learn about new trends and solutions in the call center industry specifically designed to enable superior customer care through calls.

You’ll learn about:

  • How digitization in call center and unified communications environments are being applied to elevate customer experience
  • How software integration is being used to solve the top 5 pains of IT managers/administrators
  • How data analytics can be used to make better decisions in these environments
  • Ways that audio technology and cloud based call center solutions can power better call experiences
  • The future of voice coaching and analysis

Technology Roundtable
Tuesday, April 16
4:00 – 5:00

Presenters: Andy Begnoche, Director of Operations, HOLDCOM; Nick Glimsdahl, Director of Contact Center Solutions, VDS

A highly interactive debrief that will surface the key ideas, concepts, and applied technologies that have been revealed at CCS 19. This must-attend session will led by seasoned facilitators who have closely monitored both presentations and audience participation and draw on the insights of the audience.

Receive CCS19 Agenda, Track, and Session Updates

Looking for help? Get in touch with us

Learn More About SOCAP's Customer Care Summit 2019

OUR SPONSORS

This website uses cookies and third party services. Ok