Management
& Strategy

Power
Users

How to Bring Your Brand to Life in an Outsourced Environment

Our Top 10 Tips, Tricks and Hints for Power Users

Sunday May 16, 2010

Customer appreciation golf outing, and registration

In the first part, Martha Brooke, Founder and Program Director, Interaction Metrics, examines how a company's unique brand messages and business objectives can be brought to life through the live customer experience-even when the CRM interface, knowledge base and templates are developed by non-marketing teams. you'll learn how to conceptualize your brand and turn it into a set of key words and phrases (brand clouds) plus we'll do hands on exercises to get you thinking about your brand and how to translate that into your call, email and chat handling.

Then, to make sure you walk your talk, in part 2, you'll learn from Greg Fettes, President & CEO of 24-7 INtouch, about some "real world" best practices for developing and deploying functional quality assurance in an outsourced environment that measures brand cohesion and other critical drivers that extend beyond the agent experience.

In trying to keep with the day-to-day pressures of the contact center, you may be overlooking numerous opportunities to help you do more with less and get more out of our solutions. We'll share how to leverage ePowerCenter's features to the fullest to bring even more value to your contact center. Some of these tips you may already know, and some will be new...but each will be valuable and useful every day!

Elevate the IQ of Your
Contact Center

Increasing Agent IQ

A full day of training beginning at 8:00 am, Strategic Advisory Council, and the Welcome Reception

Elevating the IQ of your contact center will cut handling time, improve issue resolution, and increase satisfaction. In this session, you'll learn how Astute Solutions' customers are leveraging capabilities such as InfoCenter, Suggestions, Agent Assist, and Computer Telephony Integration (CTI) to empower their agents to deliver expert-level service.

Easily accessible, accurate and consistent information is the key to improving issue resolution. We'll show you how to optimize the use of RealDialog Agent Assist, InfoCenter, suggestions, and more to ensure your agents have accurate, timely information at their fingertips, helping them address your customer.

Tuesday May 18, 2010

Delivering Customer-Centric Self-Service

Save Time and Money with Automation and Workflow

Astute Solutions Product Roadmap, Keynote Speaker, and The Legendary Evening Event!
Best Practices &
Customer Presentations

Wednesday May 19, 2010

Conference wrap up by
early afternoon

We'll discuss and demonstrate how you can enable your customers to help themselves for a wide variety of issues - from simple questions to personal and complex issues - while enjoying positive service experiences. We'll dive into the role that IVR, speech recognition, Web self-service and other self-service technologies play in customer satisfaction, issue resolution, and reducing costs. And we'll discuss how these self-service technologies can capture actionable "voice of the customer" insights that can drive improvement, innovation, and competitive advantage.

You can improve consistency, eliminate guesswork, cut handling time and cut costs through our workflow automation capabilities. are you making the most of them? In this session, we'll share examples and show you how to automate key areas of your system to create a more efficient contact center.

Knowing Your Customer: Gaining and Leveraging a Complete View

Are you capturing the best details from customer interactions to drive positive change? Are you able to spot trends in time to make a difference? What are the top reports you should be running to make a major impact? How can you leverage customer surveys? And are you truly making the most of these valuable insights to benefit your company? Learn how companies are making the most of insights captured in the contact center to drive positive change and innovation across the enterprise.

In today's multi-channel world, customers expect to be able to communicate with you seamlessly across channels. Your representatives must be ready and able to personalize service as customers traverse between channels - incorporating information about their transactions, order, history, and loyalty programs. What are some of the best practices for enabling this? We'll discuss it here.

Being Astute about Social Media

Monitoring and Enhancing Contact Center Performance

The use of social networking sites like Facebook, Twitter, and YouTube for communicating feedback and opinions about products, services and companies has grown exponentially. What are your peers in customer care doing about it? How are they responding to customers through social media? What are the best practices for managing, capturing and leveraging this new source of customer insights? What have they learned? What are the fundamentals you should keep in mind when planning your social media strategy? How can Astute Solutions help? Find out in this informative and thought-provoking session

How are you monitoring contact center agent performance today, particularly in this era of home agents, multi-site contact centers, part-timers and constant workforce turnover? We'll discuss best practices for monitoring and improving agent activity through interaction recording, agent scoring, workforce optimization capabilities, and more.

Optimizing Interactions in the Face of Adversity

Optimizing Multichannel Interaction Management

At a time when product recalls and large-scale problems seem to be a daily occurrence, you must be prepared to handle a sudden influx of sensitive contacts through all of your communication channels. Are you optimizing our solutions' capabilities to help success in these times of crisis? Learn how to leverage capabilities like suggestions, proactive notifications, alerts, InfoCenter, self-service, and targeted, outbound communications to mitigate risk and reduce the impact of recalls.

How are you handling email, phone and chat interactions today? Are your agents required to access different queues and applications for each interaction type? How are you ensuring and measuring service and response quality across channels? Are you experiencing inefficient transfer, conferencing, and escalation processes with your current phone system? Find out how companies have made interaction management seamless, optimized agent performance across channels, and leveraged our solutions' capabilities to deliver higher quality, more efficient service across channels.

Our Astute Solutions Professional Services team will share some of the most creative Astute Solutions implementations they have been a part of. They'll discuss how they have worked with our customers to think "outside the box," overcome challenges, and make our customers ideas both a reality and a victory.