The largest forum for customer management professionals, Call Center Week attracts an elite faculty of contact center innovators from organizations big and small. But it is not only a platform for lectures; with a happening exhibit hall and an emphasis on networking and discussion, CCW is a platform for call center, customer experience and marketing professionals to build—and re-build—their personal strategies for getting closer to their customers.
Aware of that essential community element, Call Center IQ this year introduced a mobile app connecting all attendees at the 14th Call Center Week. The week has only just begun—and the main conference does not commence until Wednesday—but the conversation is already riveting. From comedic one-liners, to shout-outs to our Caesar’s Palace neighbors (what’s up, Tanning Expo?!), to photos, to summaries of the key takeaways to candid discussions of contact center issues, our app has proven to be a tremendous source for Call Center Week attendees.
Exclusively for those with us in Vegas—attendees were emailed their passwords and can request new login credentials from senior integrated marketing manager Gahwui Kim at the information desk—the app (https://itunes.apple.com/cn/app/call-center-week/id626896078?l=en&mt=8) or (https://play.google.com/store/apps/details?id=me.doubledutch.callcenterweek&hl=en) is a must-have resource for the event.
But whether you are in attendance or not, you are certainly entitled to take a glimpse at some of the day’s conversation:
On contact center metrics (Workshop H)
Jesse H – Seems like FCR is "the" metric to measure.
Greg J – SCR seems to be the new kid on the block. Ideally measured across channels – requires a high level of systems integration. Not sure how many organizations are setup for that level of measurement.
On trust in the customer relationship (Workshop F)
Brian K – People buy from those they know & trust. If your associates don’t know who they serve on a daily basis, how can you have the trust required for a sale?
On internal contact center problems affecting external success (Workshop F)
Dave S – "Agents’ desktop experience is hindering the customer experience" – Workshop F
On contact center coaching (Master Class A)
Greg J - "Don’t take a ‘jiffy lube’ approach to your ‘Ferrari’ staff…coach your employees everyday!"
On the silly rumor that contact center workspaces are bleak
Jesse H – At first I thought all my colleagues worked outdoors...#TanningExpo
On whether Caesar’s Palace is Zach Galifianakis-centric
Brian C - So there IS a phone bank here. #thehangover #didcaesarlivehere