24th Annual Call Center CX Conference Agenda

KEYNOTE #1: AFTEREFFECTS OF COVID-19 ON CALL CENTERS
MIKE DESMARAIS, FOUNDER AND CEO, SQM GROUP
8:30 AM - 10:00 AM

The Aftereffects of COVID-19 on Call Centers — How Much Damage is the Agent Great Resignation and Quiet Quitting Having:

• Operating Costs
• First Call Resolution
• Customer Satisfaction
• Agent Satisfaction and Engagement
• Agent Turnover and Working From Home
• Average Handle Time

What to do to Reduce, or How to Operate with, High Agent Turnover and Quiet Quitting to Improve Costs, FCR & Csat:
6 Strategies That Work to Improve the Top Issues:

1. Address the Undesirable Work Schedule
2. Provide a Clear Career Path for Agents
3. Dealing With Dissatisfied Customers
4. Not Feeling Appreciated or Valued
5. Personality Conflict With Supervisor
6. Right-Sizing Training and Coaching

QUICK CX IMPROVEMENT TURNAROUND
JESSE EPTING, VICE PRESIDENT OF STATE OPERATIONS, BLUECROSS BLUESHIELD OF SOUTH CAROLINA
10:30 AM - 11:15 AM

Discover how BlueCross BlueShield of South Carolina State Health Plan business line improved First Call Resolution and Customer Satisfaction performance and made a quick FCR and Csat improvement turnaround. They will share some of their great customer service results and insights on how they achieved their success, such as:

• How they improved FCR and Csat quickly
• Conducting 10 post-call surveys per agent per month
• How they create employee engagement
• How they handle escalated calls positively
• Training and staff development

CX JOURNEY MAPPING TO IMPROVE FCR
LYNN BOUCHER, ASSISTANT DIRECTOR OPERATIONS, REGENCE BLUECROSS BLUESHIELD PLANS
11:15 AM - 12:00 PM

Learn how Regence BlueCross BlueShield achieved world-class First Call Resolution and Customer Satisfaction performance with the help of their CX Journey Mapping efforts. In addition, they will share some of their great customer service results and insights on how they achieved their success, such as:

• How they achieved high FCR and Csat
• How they landed on journey mapping
• How customer journey mapping (JM) helps them improve FCR
• Incorporating JM into the agent experience to influence agent retention
• CX journey mapping pros and cons

CUSTOMER QUALITY ASSURANCE TO IMPROVE FCR AND LOWER COST.
JOHN GALIBERT, VICE PRESIDENT, CUSTOMER OPERATIONS, 407 ETR
1:30 PM - 2:15 PM

407 ETR will discuss how they achieved world-class First Call Resolution and Customer Satisfaction performance with the help of their Customer Quality Assurance efforts. In addition, they will share some of their great customer service results and insights on how they achieved their success, such as:

• How they achieved high FCR and Csat
• What is customer quality assurance?
• Sharing the customer quality assurance opportunities
• How does customer quality assurance work?
• Customer quality assurance pros and cons

SELF-SERVICE CUSTOMER CONTAINMENT TO REDUCE COST
SPEAKER TBD, CONSUMERS ENERGY
2:15 PM - 3:00 PM

Discover how Consumers Energy achieved high IVR self-service customer containment by improving its one-contact resolution for this touchpoint while reducing contact center call volume. In addition, they will share some of their great customer service and cost savings results and insights on how they achieved their success, such as:

• One contact resolution for the IVR self-service improvement results
• Diverting contact center calls to the IVR self-service touchpoint
• How they achieved IVR self-service touchpoint containment
• Maintaining good Csat and call resolution while handling more complex calls
• Balancing efficiency with effectiveness KPIs for customer touchpoints

AGENT COACHING & TRAINING TO MAINTAIN HIGH FCR AND LOWER COST
MINDY RUBIO, DIRECTOR OF OPERATIONS, BLUE CROSS AND BLUE SHIELD OF KANSAS CITY
3:30 PM - 4:15 PM

Learn how Blue Cross and Blue Shield of Kansas City maintained high FCR and Csat while dealing with high agent turnover. In addition, they will share some of their great customer service and insights on how they achieved their success, such as:

• How they maintained good FCR and Csat with all the aftereffects of COVID-19
• Achieving world-class agent satisfaction but high turnover challenge
• How they provide call resolution delivery coaching and training
• Training supervisors to coach agents to deliver high FCR
• Surviving in a post-COVID-19 environment

KEYNOTE #2: CALL CENTER OF THE YEAR 2022 WINNER
LAURIE STRATTON, DIRECTOR OF CUSTOMER SERVICE, BLUE CROSS AND BLUE SHIELD OF KANSAS
8:00 AM - 8:45 AM

Discover how Blue Cross and Blue Shield of Kansas provide world-class First Call Resolution, Customer and Agent Satisfaction performance while experiencing high agent turnover. They will share some of their great customer service results and insights on how they achieved their success, such as:

• How they achieved high FCR, Csat, and Esat
• Customer Service, the Kansas Way
  • How we approach serving our customers
• Career Path, Hiring Strategies, and Retention
  • How we approach gaining and retaining talent

KEYNOTE #3: BEST PERFORMING SMALL-TO-MID-SIZED CALL CENTER WINNER
KEN BAUR, DIRECTOR, MEMBER EXPERIENCE & CONTACT CENTER, SECURITY HEALTH PLAN
8:45 AM - 9:30 AM

Learn how Security Health Plan provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of the great customer service results and insights on how they achieved their success, such as:

• How they achieved high FCR, Csat, and Esat
• How they achieved low agent turnover
• Increasing the # of agents working at the call center vs. WFH
• Handling more complex calls and channel containment