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Day 2: WORKSHOPS, SITE TOURS, AND CCW EXCELLENCE AWARDS

07:00 AM - 08:00 AM Registration to Workshops I, J & K



Artificial Intelligence is a natural fit for contact centers as it offers a solution for turning massive amounts of unstructured data into actionable, structured feedback for your contact center. Come and learn from some of the industry’s recognized thought leaders on how AI applications are able to reduce costs and efforts, all while improving Customer Experience and contact center efficiencies.

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Harvey Livingston

Regional Vice President - OBTM-Web Center
AT&T
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Jim Iyoob

EVP of Customer Experience
Etech Global Services
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Kaylene Eckels

Chief Operating Officer
Etech Global Services

WORKSHOP J

08:00 AM - 11:00 AM It’s the Wheel of Fortune: Directed Gamification Based Incentive Programs!

Denise Pullen, Head of Operations Design and Learning, Hyatt Darrin Briggs , President and CEO , Snowfly
Hear about a directed gamification based incentive approach to create, implement and manage effective incentive, recognition and reward programs. Find out how to improve Contact Center KPI’s including: call quality, adherence to schedule, average call time, sales conversions and survey scores.

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Denise Pullen

Head of Operations Design and Learning
Hyatt
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Darrin Briggs

President and CEO
Snowfly

WORKSHOP K

08:00 AM - 11:00 AM Digital Transformation Focused on the Customer Journey

Mark Belcher, Vice President Operations, Client Services, and Business Development, SPi Global
This interactive workshop will focus on strategies
for building and managing digital content and the customer experience. Hear about end-to-end content solutions to increase customer lifecycle value.

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Mark Belcher

Vice President Operations, Client Services, and Business Development
SPi Global

11:00 AM - 11:15 AM Registration to Workshops L, M & N (Boxed Lunch Served During Sessions)

WORKSHOP L

11:15 AM - 2:15 PM Empower Your Team to Deliver Personalized Service across Channels

Stephen Bell, Senior Director of Product Marketing for Service Cloud, Salesforce , ,
Today’s connected customers expect service to be as instant and easy as their personal conversations. Discover strategies to empower employees to deliver mobile, conversational service to give your customers the best experience, every time.

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Stephen Bell

Senior Director of Product Marketing for Service Cloud
Salesforce

WORKSHOP M

11:15 AM - 2:15 PM Quality Assessment: Score to Win

Derek Corcoran, Director , Scorebuddy
Do you struggle with scoring the quality of customer service interactions delivered by agents across multiple channels? This interactive workshop will focus on conducting and analyzing the scores to improve performance by drilling data to carry out root-cause analysis.

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Derek Corcoran

Director
Scorebuddy

WORKSHOP N

11:15 AM - 2:15 PM Create a Culture of Engagement

Chris Mulligan, Founder and CEO, TalentKeepers
This workshop will open your eyes to new ways to approach engagement and retention for bottom line results. Learn proven strategies to reduce turnover and boost customer experience while igniting your
leaders.

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Chris Mulligan

Founder and CEO
TalentKeepers

AFTERNOON SITE TOURS

11:30 AM - 2:15 PM ZAPPOS TOUR EXPERIENCE AND KEYNOTE

Proudly Featuring A Keynote by Jon Wolske, Cultural Evangelist
AFTERNOON SITE TOURS
REGISTER NOW – EACH TOUR IS STRICTLY LIMITED TO 25 ATTENDEES!
Site Tour V
11:30 AM ZAPPOS
11:30 AM Registration & Boxed Lunch
12:00 PM Departure for Zappos
12:40 PM Visit the Zappos Gift Shop
1:00 PM Tour & Keynote Presentation
3:30 PM Return to The Mirage

Site Tour W
12:30 PM ZAPPOS
12:30 PM Registration & Boxed Lunch
1:00 PM Departure for Zappos
1:40 PM Visit the Zappos Gift Shop
2:00 PM Tour & Keynote Presentation
4:30 PM Return to The Mirage



2:15 PM - 2:30 PM Registration to Workshops O, P & Q

WORKSHOP O

2:30 PM - 5:30 PM Service Delivery Optimization 2017: Tackling Your Biggest Challenges with Best Practices

Roger Lee, Principal Evangelist, WFO, OpenText
This fast-paced workshop was sold out in 2016, and the 2017 edition will include feedback and tips gathered from last year’s attendees to continue the discussion on process best practices in key operational areas. Improving service delivery is not a one-time effort—it must evolve to answer the ever-changing needs of your business and your customers. Join this important, lively workshop discussion to learn more about:
∙∙ Driving superior customer experience through improved employee engagement
∙∙ Collaborating with new parts of your organization to optimize service delivery

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Roger Lee

Principal Evangelist, WFO
OpenText

WORKSHOP P

2:30 PM - 5:30 PM Differentiating Customer Experience in the Age of the Mobile Consumer

Matthew Clare, Product Manager, MiContact Center Solutions, Mitel
Customer experience is a key differentiator in today’s ultra-competitive environment and, more than ever, that experience is shaped and delivered through digital and mobile customer interactions. In this engaging workshop, learn how today’s mobile consumer, the Cloud, messaging applications, the Internet of Things, analytics, and chatbots are driving change, and how you can leverage these emerging technologies to adapt and rise above your competitors.

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Matthew Clare

Product Manager, MiContact Center Solutions
Mitel

WORKSHOP Q

2:30 PM - 5:30 PM Integrate VOC Programs into your Customer Journey Mapping - Gain Deeper Insight About Customer Interactions

Ryan Patin, Solutions Consultant, Oracle
Hear about strategies for developing customer journey maps to align internal teams around creating innovative new customer experiences. Hear about best practices including: collecting customer feedback, implementing a VoC program that captures related context, and integrating VoC technologies with analytical tools.

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Ryan Patin

Solutions Consultant
Oracle

6:30 PM - 10:00 PM CCW EXCELLENCE AWARDS RED CARPET AND WELCOME RECEPTION (COCKTAIL ATTIRE REQUIRED)

Mat Franco, Celebrity Magician & Winner of America's Got Talent Season 9, Chris Crowley, Chief Sales & Marketing Officer, Alorica


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Mat Franco

Celebrity Magician & Winner of America's Got Talent Season 9
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Chris Crowley

Chief Sales & Marketing Officer
Alorica

Sponsored by: Alorica

7:30 PM - 8:30 PM CCW EXCELLENCE AWARDS GALA – NEWLY REVAMPED!

Mat Franco, Celebrity Magician & Winner of America's Got Talent Season 9,

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Mat Franco

Celebrity Magician & Winner of America's Got Talent Season 9

Sponsored by: Alorica