CX Master Series

8:00 AM – 10:00 AM

Routing and Reporting

Transform your customer experience with intelligent routing and consolidated analytics. Your customers are mixing digital channels and voice—and queue-based routing can’t keep up. On the reporting side, data is useless if you don’t know what it means and how to act on it. Learn how you can route customers to the best-suited employee every time and use data-driven decisions to maximize your experience and results.

10:30 AM – 12:30 PM

Transitioning to the Cloud

Explore the impact of moving a contact center solution (of any size) to the cloud, presented from both the IT and business-user perspectives. Debunk the myths about what a cloud hosted service can and can’t do, and learn key considerations for a successful migration (e.g., data security, privacy, fraud, blended AI and workforce optimization).

2:00 PM – 4:00 PM

How to Run a Great Contact Center

Find out what makes a contact center great, how to get there and how to incorporate cycles of feedback and improvement for consistent optimization. Presented from and for both the IT and business user perspectives, this session identifies the pitfalls and highlights the key elements of running a contact center no matter what size or industry.

Strategic Business Consulting Practice Series

8:00 AM – 10:00 AM

Workforce Planning in 2018 and Beyond

With the increase in omnichannel communications and connected consumers, you face more contact center planning challenges than ever. Learn how to build a workforce planning strategy based on the best-practice fundamentals of workforce management. This session highlights how technology changes impact traditional methodology and shares how Genesys and others are addressing this more complex world.

10:30 AM – 12:30 PM

Data, Data Everywhere…

With the explosion of engagement channels, the key role of the contact center in customer experience and new data-driven technologies like artificial intelligence, converting data to insight is more exciting than ever. At this session, learn about key reporting and analytics concepts that can drive the performance of your contact center, your business and your customer experience.

2:00 PM – 4:00 PM

Is Your Quality Program Improving Your CX?

Earning customer loyalty is imperative in today’s connected world, where a bad experience can irreparably damage your brand. Well-designed and well-executed programs improve the quality of interactions, increase workforce productivity and wow your customers. This session will focus on the key elements of effective program design that will allow you to get the maximum value from your Genesys technology.