The CX Support Conference for 2020:
COMMON SENSE CX
The Future of Support
VIRTUAL CONFERENCE

October 5th, 2020
10 AM - 12 PM Central Time

The CX Support Conference for 2020:
COMMON SENSE CX
The Future of Support
VIRTUAL CONFERENCE

October 5th, 2020
10 AM - 12 PM Central Time

A virtual customer experience conference focused on the strategic role of your contact center operations on CX.

This fast-paced virtual conference will have four 30-minute roundtable-style sessions.

Common Sense AI Healthcare Virtual Conference - invitation-only

Collaborative virtual CX/CS conference

  • 4 sessions, 2 hours – 10 AM to 12 PM Central Time
  • 30 Attendees

Who Should Apply to Attend?

Contact center leaders, CX and customer care leaders looking to raise the strategic profile of contact center operations. The Common Sense CX virtual conference will provide a place for peers to discuss what’s working, what’s not working and what’s next.
Common Sense AI Healthcare Virtual Conference - who-is-it-for
Common Sense AI Healthcare Virtual Conference - whats-in-it

What’s In It For You?

  • Collaborative problem solving through conversation with peers
  • Superior networking opportunities
  • No boring PowerPoint sales pitches
  • Key Takeaway Doc for each session shared with each attendee

Request an invitation to attend

OUR AGENDA

OCTOBER 5th

10 AM – 10:30 AM Central Time

Moderated by:

Augment CXM

Do operational metrics really drive experience metrics?

Do operational metrics (speed to answer, handle time, abandonment) impact experience metrics (CSAT, Effort, NPS)? While it may be possible to build an SLA around operational metrics, will delivering on that SLA translate to improved CX? If not, what should companies be looking at to ensure experience metrics are consistently at promised levels?

10:30 AM – 11:00 AM Central Time

Moderated by:

Gladly

How to balance automation and personal interaction

IVR, bots, and AI assistants have all been touted as means to control contact center costs while keeping customers happy. However, these automated interactions can confuse or frustrate some customers. How can we target automation to customers who will like it while minimizing it for those who won’t?

11:00 AM – 11:30 AM Central Time

Journey orchestration – removing the walls between support and marketing

Contact centers are a key part of the customer journey, but how do you make sure that they are aligned with the customer journeys defined by marketing or sales?

11:30 AM – 12 PM Central Time

How to build a permanent WFH model

The distributed Contact Center looks to be inevitable for many companies. If you decide not to bring agents back to the office, what are the implications for your staffing model and org structure? Should performance expectations, compensation, and management style change?

Contact centers have been massively disrupted in 2020, forcing companies to rethink everything from technology to hiring practices. The shift away from in-person customer experience for many companies has raised the profile of call centers, which are now the primary or secondary channel for customers to directly interact with you. This virtual conference will dig into the practical, difficult solutions to delivering stellar customer service in a pandemic-altered world.

OUR SPONSORS

Augment CXM
Gladly

Sponsor this CX/CS virtual conference

How Do You Qualify to Attend?

You must be a senior level CX, marketing or Customer Care leader with accountability for contact center operations in your company.
You must have buying authority for contact center software or services within your company.
You must complete a brief qualification call.
  • NO KEYNOTES
  • NO LECTURES
  • NO DEATH BY POWERPOINT

REGISTER TO ATTEND

CALL TO REGISTER

Mitch Speers

+1 917-750-7287

Ash Prasad

+1 218-389-7816




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What are Common Sense Conferences?

Common Sense Conferences have always emphasized productive conversations and networking among peers and disruptive new vendors. Our Virtual Conferences offer the same value, without the time commitment and travel.

View all our conferences here. Common Sense conferences are brought to you by BuyerForesight.

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