Wednesday, June 6, 2018 | The Arizona Biltmore, Phoenix Arizona
Kevin Bosak is the Director of Contact Center Capabilities for Home Depot. In this role, he guides a number of balanced teams that leverage user-based design approaches to identify and implement solutions geared towards removing both customer and associate effort in all transactions. Kevin’s teams are currently focused on optimizing inbound contact routing across stores and contact centers; leveraging self-service, machine learning and natural language to remove customer effort and repetition; and building out a consolidated associate-facing view of delivery information across all carriers, delivery types and company silos.
Nicole is a 2017 Salesforce Trailblazer Award Winner for Growth, and will share with you how in increasing the quality of customer interactions with Salesforce “we found that in two years, we doubled our efficiency. And adding new channels really supported our margin as we continued to grow.”
Myra delivers engaging, behaviour changing customer service workshops with Fortune 500 companies including McDonald’s, Coca Cola, Frito-Lay, Michelin, and more. She’ll introduce you to the required skills needed to deliver the best customer experiences, and how your call center employees affect these interactions.
With more than 25 years of contact center experience, Debi is a leader in innovative mindfulness techniques for employee retention. She crafted the STaTT method to keep customer service agents engaged, while increasing employee satisfaction — and company KPIs. Debi will introduce you to the art and science behind emotional intelligence, and how to prepare your agents to calmly address customer service issues with empathy and proficiency across any channel.
Keep keep the conversation going to learn, innovate, and grow.