The goal of customer service is in transition. The quality of customer service delivery directly impacts brand and profitability, as well as holding the potential to contribute to sales and marketing efforts. This track will examine how organizations can transform customer service into a strategic business asset at a time when interaction channels are splintering. This track explores the next generation of the customer service contact center and highlight the role of social media, analytics, and mobile devices.
The Next Generation of Customer Engagement
05 June, 2013 (14:00 - 15:00)
The shift to social media channels is proving a disruptive force for Directors of Customer Support. Cloud-based applications and supporting the mobile customer makes co-operation with IT vital. This session looks at transformational customer support processes, presenting the top CRM customer support applications for a customer-centric enterprise: • What trends will disrupt the way business delivers customer service? • How will customer service organizations prioritize CRM projects? • Which cloud-based technologies will drive best-in-class customer service?
Move Over Web, Here Comes Video Customer Service
05 June, 2013 (16:15 - 17:15)
With the increasing power of cameras and the greater availability of bandwidth, companies are getting into the business of enabling more video-type services, not only for Web-linked devices but also for the mobile phone. This session describes how to augment existing Web-based services with video. • What types of video-based services are available and in demand? • Where and how will video be able to enhance and complement existing Web customer services approaches? • What are the best practices when planning video customer services?
To the Point: Is Mobile Customer Service Right For You?
05 June, 2013 (17:30 - 18:00)
Mobile is no longer an adjective to describe only cellular handsets and networks, but is evolving into a customer service differentiator. The mobile customer service market remains confused and complex as organizations struggle to cope with large numbers of new devices, services and applications. • Which mobile trends will impact customer relationships and customer-facing applications? • How will organizations use mobile technology, services and tools to interact with customers? • What does a business case for mobile customer service look like?
Getting it Done: Social Customer Service In Action
06 June, 2013 (08:00 - 09:00)
This session discusses how to maximize the potential of social customer service by moving from the identification of business objectives to the creation of tactics. We examine the best practices that Gartner has seen in social customer service that are intimate, efficient and realistically scalable. • What makes social customer service unique? • What business objectives are actually being met through social customer service? • How can we practically achieve social customer service objectives?
What's the Big Deal with Big Data for Customer Service?
06 June, 2013 (10:45 - 11:45)
The growing volume, variety and velocity of data will change customer expectations about the role of customer service and the way organizations deliver service. This session examines the transformation that big data will enable for customer service organizations, giving examples of the organizations, skills and technologies that will deliver success. • What does big data mean for customer service organizations? • What does a big data-enabled customer support organization look like? • How to manage the transition to the customer service center of the future?
Workshop: Why Are Customers Not Using Your Online Self Services? (Reserved for end users only, pre-registration required.)
06 June, 2013 (10:45 - 12:15)
Many organizations invested huge resources in building out self service websites but wonder why customers are not using it. This workshop will explain why customers are not using your self service solutions, expose the missing link of what you should fix and give you the tools to measure the Customer Service-Ability of your self service websites. Participants will discuss: • Why are customers not using your Web Self Service solutions? • What does ""In-Channel Support"" mean? • How to evaluate your web for Customer Service-Ability? Please note that this session is available to end-users only and that pre-registration is required. Strictly limited to 30 people.
Customer Service Metrics: What, Why and How
06 June, 2013 (13:30 - 14:30)
The automation of customer service has allowed organizations to track almost every aspect of the customer experience, but the focus on reducing the cost to serve customers has meant that most analysis focuses on only a few metrics. This session will discuss the relative value of different customer service metrics and how organizations are collecting and using them. • What are the key customer service metrics organizations should be tracking and why? • What are best practices for collecting and using customer service metrics?
To the Point: Optimizing the Contact Center Workforce: The Key Service Experience Influencers
06 June, 2013 (14:45 - 15:15)
For many organizations, success or failure lies in the hands of their least-motivated, lowest-paid and most-likely-to-defect segment of employees — the agent. By optimizing the agent life cycle — recruitment, scheduling, evaluation and training — service organizations can improve their performance and elevate the customer experience. • What is contact center WFO and why is it important? • How can best practices be applied to the agent life cycle — recruit, schedule, evaluate, train? • Which vendors can help, and how do they align to CRM?