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Thursday | October 4

9:10 AM – 10:00 AM
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Leveraging Data and Organizational Culture to Deliver Exceptional Customer Experiences

Room: Marina Ballroom II
Effective contact center management involves focus on two key factors; quality and efficiency of your agent team. In this session we'll cover contact center team management approaches leveraging KPIs and metrics of these and other important factors. We’ll also cover how effective use of these metrics promotes agent retention and supports true alignment of your team and the goals of your customers.
 
Key Takeaways:
  • Discover the key measures of agent performance for efficiency and quality
  • Understand how these measures can be used to better manage agents and drive performance improvement
  • Find out how to use incentives to help orient the contact center team towards customer goals
  • Learn how transparency within and across teams can help operationalize continuous improvement in your contact center
Presented By:
10:45 AM – 11:25 AM
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The Secret Sauce to Carrier Compliance and Scaled Text Campaigns

Room: Marina Ballroom II
In today's marketplace, it is becoming harder and harder to contact prospects via traditional methods. Where once voice ruled, customers fingers are now doing the talking. SMS is the most effective way to reach users, with a 95 percent read rate in three minutes. With 20 billion texts sent each day and a 32% average response rate for SMS communication, your message is nearly guaranteed to be seen by your audience. With SMS, comes regulation and compliance.
 
Key Takeaways:
  • Learn ways in which your company can implement SMS into your sales process
  • Understand the steps you need to take to ensure you are compliant
  • Discover the difference between short code and long code and which is most practical for your business needs
Presented By:
11:35 AM – 12:15 PM
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Blocked Calls, Revoked Consent and More: Current Issues in Telecommunications Compliance

Room: Marina Ballroom II
For years now, calling consumers has been fraught with peril for even the most compliance-focused business. Now, mobile phone apps and carriers are working to actively block “nuisance” calls to consumers and class action litigants continue to push the boundaries of reasonable TCPA interpretation. In this presentation, Attorneys Michele Shuster and Josh Stevens of Mac Murray & Shuster LLP will educate participants about recent efforts to block and label calls, how the FCC and the industry are responding, and the hot issues in TCPA compliance for marketers.

 Key Takeaways:
  • Learn how to avoid the most common TCPA landmines putting your operations at risk
  • Understand the reasons behind your plummeting call answer rates and surging busy signals
  • Discover how to leverage call labeling technology to communicate with consumers in the future
Presented By: