Special Management and Strategy Full-Day Workshop

Led by Lior Arussy of Strativity Group

Astute Solutions is excited to bring in Special Guest Lior Arussy to lead this special strategic session for managers and executives! Mr. Arussy is an internationally recognized author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. He brings a ton of valuable experience and insight to our conference that will help you transform your customer service strategies.

Customer Experience Strategy - Stop Talking and Start Delivering!

If your customer experience is so exceptional, then why is your customer asking for a discount? If you are exceeding expectations, why are you still perceived as a commodity?

While customer experience has been high on the corporate agenda in the last several years, few can demonstrate tangible results. It's execution time! It's time to stop the preaching and start transforming the organization. In this workshop participants will explore the disciplined strategic framework used by those organizations who delivered results and profits. Following a disciplined strategic approach one of our clients transformed results from negative 31 Net Promoter Score to positive 54 Net Promoter Score in 12 months!

In this interactive session participants will discover through examples, exercises and case studies new ways to transform their organization and differentiate themselves in the marketplace.

Workshop Highlights:

• Reality Check - Are we There Yet?
• Customer Experience Strategy - The myths and facts
• Customer Experience Innovation
• Customer Experience Mapping and Analysis
• Excellence - The New Performance Standards
• Generation Why? Engaging the New Employees
• Creating Employees Experience
• Economics of Customer Experience
• Breaking the Silos and Change Management
• Senior Leadership Sponsorship - How to make it happen

Reporting 101: Reporting Fundamentals

This class is designed to introduce new reporting users to ePowerCenter's reports - or provide a refresher for current users. here we will introduce the basic concepts around reporting, such as:

• Overview of the ePowerCenter Report
• How and when to use different reports
• Absolute vs. relative dates
• Using filters
• Caller, case or issue values - which should I use?
• How to create a basic case listing report
• How to save reports as favorites

Reporting 301: Beyond Reports

By attending this class, advanced reporting users (those that have attended the reports training and/or are already setting up and using reports) will learn about the new frequency report layout and many of the new ways the frequency report can be used to dig further into your data. Note: You may want to consult your physician if you have had previous heart conditions - this is exciting stuff!

The topics covered in this session will include:

• The new frequency report (and why did it change?)
• How to set up case text searching
• How to set up special reports columns
• Adding your own special reports columns
• Real world reporting

Leveraging Intelligence and Automation

Your agent's focus should be on making the customer happy, not on figuring out the correct actions and/or processes, or spending excessive time on follow-up tasks. Not only do these divide agent focus, but they're a major source of inefficiency.

In this session, you will learn how to take these time-intensive tasks and guesswork out of your agent's hands and set up the system to do it for them! You will learn many tips and tricks to make processes easier and more consistent. We will cover:

• The building blocks of workflow
• How to use suggested actions, the action processor and notifications to reduce agent's workload and provide process consistency
• How to create and leverage suggestion rules, notifications and alerts
• Advanced Workflow highlights
• Identifying opportunities for automation
• Online surveys that create cases automatically
• Outbound mass mailing campaigns
• Notifications with service level visibility

Creating, Issuing and Tracking Outbound Customer Communications

Outbound customer communications can be an administrative nightmare. Controlling distribution, ensuring accuracy and tracking communications are all critical factors in ensuring consistency across the board.

In this session, you will learn how to:

• Leverage advanced fulfillment capabilities
• Create email and letter templates
• Personalize correspondence
• Create and issue checks and coupons
• Leverage ePowerCenter's mass mailing capabilities
• Create and leverage outbound surveys
• Organizing and managing your content

The RealDialog 3.0 Tool Suite

The first training session entirely devoted to RealDialog! In the RealDialog 3.0 training session you will learn how to use the new web based tools to:

• Introduction to RealDialog
• Create Topics
• Create Substitution Groups
• Create Conversations
• Map and Leverage your External Content
• Generate Reports
• Maintain Your Knowledgebase

The session will also cover how the integrated Task Workflow features can be used to communicate content needs and changes within your organization.