Frost & Sullivan

Day(s)

:

Hour(s)

:

Minute(s)

:

Second(s)

April 27 – May 1 at 11:00am EDT Daily | 16:00 BST

Webinar Week: Customer Contact

The current health crisis has created unprecedented challenges. Although Frost & Sullivan has made the decision to shift our 2020 event dates, we remain committed to being a partner in your desire to learn, grow and innovate.

We are excited to announce, complimentary to you, a week’s worth of virtual content presented live by a select group of speakers from our Customer Contact: A Frost & Sullivan Executive MindXchange. At 11:00am EDT on Mon, April 27 through Fri, May 1, we will present a daily 30-minute virtual presentation to help you generate effortless and efficient experiences.

Each speaker presentation will be followed by an interactive virtual roundtable discussion for Customer Engagement Leadership Council members. We’d love for you to join for the full hour and welcome a conversation on the dozen+ benefits of membership. Interested in learning more? Contact us today to join the Council.

Agenda

Monday, April 27, 2020 | 11AM EDT

Best Practices for Managing a Remote Team

Gary Magenta

Senior Vice President, Customer Experience
Root

Rashel Rogers

Leadership Effectiveness Coach
Root

Abstract:

Your crisis communication plan is in full effect. You hit “send” on your companywide email outlining new restrictions and protocols. But a question remains. Who will bring this new reality to life? Your managers.

Your managers will likely say, “I don’t know where to start.” What they really mean is, “I don’t know what to say to my team.” If you want your front line to rally quickly behind the needs of your business, you must properly equip your managers. They need to know where to start and how to lead your remote workforce during times of crisis.

In this virtual experience, you’ll discover:

  • Techniques to prepare your managers to engage a remote team confidently and effectively
  • Tips on how to facilitate consistent, open, and honest conversations with the front line about the current state, future state, and all the actions that fall in between
  • A guided approach to help managers lead their teams during uncertain times
  • Your managers are adapting to some of the biggest changes of their careers. Are they prepared to lead and to be heroes in this next chapter of your company story?

Tuesday, April 28, 2020 | 11AM EDT

Adjusting your CX Strategy in the Midst of COVID-19

Rachelle L. Dever

Rachelle L. Dever

Vice President, Customer Relations & Brand Experience
Signature Flight Support

In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss how to face the current challenges you and your team deal with, while still being able to adjust your CX strategy and deliver well for your organization. During this uncertain time, it’s more important than ever that we are relevant and prioritize well, but that doesn’t mean that we can’t deliver a great customer experience that is personal and sensitive to the times.

Key Take-Aways:

  • Insight into how to prioritize your strategic initiatives while still being relevant
  • Simplified ways to deliver a personalized CX
  • Best practices for supporting your front line teams
  • Tips on how to ‘socially distance’ without losing a CX focus

Wednesday, April 29, 2020 | 11AM EDT

Integrating the Contact Center into the Organization-Wide Digital Experience

Gabriele Masili

Global Chief Technology Officer
Customer Service & Support
Microsoft

Abstract:

Are you interested in positioning your contact center as a competitive advantage? One key component is to integrate into your company’s overall digital strategy. But where do you start? This webinar will arm you with best practices and lessons learned to accelerate your digital transformation and enrich your customer experience through the contact center.

Key Take-Aways:

  • Guide to how the contact center plays a critical role within a modern digital experience
  • Best practices for combining the best of the two worlds: Human Ingenuity and Artificial Intelligence
  • Insights into how CX digital transformation will have a longer-term impact on the contact center

Thursday, April 30, 2020 | 11AM EDT

Creating a Work-From-Home Team Culture of High-Performance, Trust, and Belonging

Mike Robbins

Author & Keynote Speaker

Abstract:

This webinar is specifically designed to address the current challenges you and your team face by being separated right now, to inspire you to utilize this challenge as an opportunity, to connect you with one another in an authentic way, and allow you to continue to perform in the midst of this difficult time.

Key Take-Aways:

  • Insight into how to enhance authenticity and psychological safety
  • Specific ways to increase inclusion and belonging
  • Proven techniques to positively impact morale and productivity
  • Ideas to empower people to address conflicts and embrace feedback

Friday, May 1, 2020 | 11AM EDT

Harnessing the Next Wave of Emerging Technologies in the Contact Center

Aarde Cosseboom

Senior Director of GMS Technology, Analytics, and Product
TechStyle Fashion Group

Abstract:

Join this real-world use case of how AI-powered automation is rapidly becoming a must-have contact center self-service tool for driving better customer experiences, and how organizations have successfully implemented these technologies by driving user adoption, attaining valuable insights, and avoiding common pitfalls.

Key Take-Aways:

  • Guide to the self-service options with advanced natural language capabilities
  • Case history of TechStyle’s timeline of self-service implementation, including chatbots, social media, and planned applications
  • Best practices for reducing non-revenue generating calls to live agents, offsetting volume spikes associated with subscription billing, and leveraging automation capabilities without sacrificing customer experience

Speakers

Gary Magenta

Senior Vice President, Customer Experience

Rashel Rogers

Leadership Effectiveness Coach

Rachelle L. Dever

Rachelle L. Dever

Vice President, Customer Relations & Brand Experience

Gabriele Masili

Global Chief Technology Officer, Customer Service & Support

Mike Robbins

Author & Keynote Speaker

Aarde Cosseboom

Senior Director of GMS Technology, Analytics, and Product

This Week Brought to You By:

Sponsorship Inquiries

Get in touch now!
Share This
X