25^th Annual Call Center CX/QA Conference Agenda

Looking Back on 2023: Did Call Centers Improve Customer and Employee Experiences?

SQM Will Share the Following Top 10 Contact Center Benchmarks:

1. First Call Resolution
2. Customer Satisfaction
3. Agent Job Satisfaction
4. Agent Turnover
5. Omnichannel CX Score
6. One Contact Resolution
7. Average Handle Time
8. Service Level
9. Holds and Transfers
10. mySQM™ QA Csat Score

Looking at 2024 and Beyond: The Future of mySQM™ Automated QA

Top Initiatives of the Future:

• Calibrating Call Center QA Scores Utilizing Sentiment Analysis to Predict Customer Satisfaction Scores
• Monitoring 100% of the Calls to Ensure Call Compliance Adherence
• Standardizing QA Metrics to be able to Benchmark Compliance and mySQM™ QA Csat Score
• Real-time Recognition to Motivate Agents to Deliver Great CX
• AI-Generated Agent Self-Coaching that Empowers them to Improve CX

Presenter TBD will discuss how to leverage customer analytics and intelligence solutions effectively. Businesses can optimize call resolution processes, enhance CX, reduce costs, and build stronger customer relationships. It's an ongoing effort that requires a commitment to CX data-driven decision-making and a customer-centric approach. Learn about how they:

• Gather data from various touchpoints, including contact logs, call recordings, chat transcripts, emails, social media interactions, and customer surveys
• Analyze customer feedback, both positive and negative, to identify trends and areas for QA, CX and EX improvement
• Monitor KPIs such as first call resolution rates, customer satisfaction scores, and average call handling times
• Use customer analytics on an ongoing basis using an FCR Improvement Team
• Regularly review and update their analytics models and strategies to adapt to changing customer needs and performance

John Galibert will discuss how AI-Generated Agent Self-Coaching is used so Agents can coach themselves to achieve World-Class QA and Csat scores. Agent self-coaching isn't challenging to get your head around. In most cases, agents have done some self-coaching without even realizing it. Self-coaching for call center agents involves taking ownership of coaching for themselves to improve their performance. Learn how 407 ETR improved agent soft skills using AI-Generated Agent Self-Coaching to help improve:

• Customer Quality Assurance Performance
• Agent Engagement
• Agent Soft Skills, Empathy, and Friendliness

Real-time financial recognition operates on a simple yet powerful principle —acknowledging and rewarding positive behaviors exhibited by call center Agents within minutes of the call they just handled and delivered great CX. Award points earned by the Agent are converted to dollars and redeemed using an SQM debit card. Learn why this recognition program is great for monitoring, motivating, and managing agents to improve FCR. Learn about how:

• Agents can earn award points based on positive behaviors and high Csat and FCR achievements
• Games are a fantastic way to boost motivation in the workplace
• Points earned by Agents are converted to dollars and can be redeemed using an SQM debit card
• SQM's real-time financial recognition program is more effective than other recognition initiatives because of its emphasis on instant gratification

The quiet quitting and great resignation have brought us a seemingly endless onslaught of call center issues, such as poor CX and higher operating costs. In addition, recent SQM Group research shows that managers feel their biggest problem operating a call center effectively and efficiently is high agent turnover and absenteeism. Learn how Presenter Amoy C. Huggins has only 16% annual agent turnover using a combination of best practices to improve Agent Engagement and Retention, such as:

• A comprehensive onboarding training program that equips agents with the required knowledge and skills
• Providing regular feedback and coaching sessions to understand opportunities to Improve CX
• Recognizing and rewarding exceptional performance with bonuses and public acknowledgment
• Intentional investments in employee growth and development programs to drive employee engagement

Improving digital touchpoints for achieving high contact resolution and CX is crucial for businesses to enhance customer satisfaction and retention. Here are some strategies that Ryan Chong will share to help you achieve better results, such as:

• Ensuring seamless integration of digital touchpoints like chat, text, and social media with other customer support channels (e.g., phone, email)
• Making sure your digital touchpoints are responsive and user-friendly across various devices and screen sizes
• Utilizing data and analytics to personalize interactions. Personalization can include addressing customers by name and custom solutions
• Implementing AI-driven chatbots to handle routine inquiries and tasks. Chatbots can provide immediate responses, freeing up human agents to focus on more complex issues

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

• Sharing their FCR, Csat, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

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

• Sharing their FCR, Csat, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

The new mySQM™ Customer Service QA software is here! Come to the demo booth for a short presentation on how clients improve their QA, CX, and EX with the new mySQM™. Watch a demonstration and speak with SQM's experts on how you can use mySQM™ QA to improve CX, EX, and costs.

Looking Back on 2023: Did Call Centers Improve Customer and Employee Experiences?

SQM Will Share the Following Top 10 Call Contact Benchmarks:

1. First Call Resolution
2. Customer Satisfaction
3. Agent Job Satisfaction
4. Agent Turnover
5. Omnichannel CX Score
6. One Contact Resolution
7. Average Handle Time
8. Service Level
9. Holds and Transfers
10. mySQM™ QA Csat Score

Looking at 2024 and Beyond: The Future of mySQM™ Automated QA

Top Initiatives of the Future:

• Calibrating Call Center QA Scores Utilizing Sentiment Analysis to Predict Customer Satisfaction Scores
• Monitoring 100% of the Calls to Ensure Call Compliance Adherence
• Standardizing QA Metrics to be able to Benchmark Compliance and mySQM™ QA Csat Score
• Real-time Recognition to Motivate Agents to Deliver Great CX
• AI-Generated Agent Self-Coaching that Empowers them to Improve CX

John Galibert will discuss how AI-Generated Agent Self-Coaching is used so Agents can coach themselves to achieve World-Class QA and Csat scores. Agent self-coaching isn't challenging to get your head around. In most cases, agents have done some self-coaching without even realizing it. Self-coaching for call center agents involves taking ownership of coaching for themselves to improve their performance. Learn how 407 ETR improved agent soft skills using AI-Generated Agent Self-Coaching to help improve:

• Customer Quality Assurance Performance
• Agent Engagement
• Agent Soft Skills, Empathy, and Friendliness

The quiet quitting and great resignation have brought us a seemingly endless onslaught of call center issues, such as poor CX and higher operating costs. In addition, recent SQM Group research shows that managers feel their biggest problem operating a call center effectively and efficiently is high agent turnover and absenteeism. Learn how Presenter Amoy C. Huggins has only 16% annual agent turnover using a combination of best practices to improve Agent Engagement and Retention, such as:

• A comprehensive onboarding training program that equips agents with the required knowledge and skills
• Providing regular feedback and coaching sessions to understand opportunities to Improve CX
• Recognizing and rewarding exceptional performance with bonuses and public acknowledgment
• Intentional investments in employee growth and development programs to drive employee engagement

Presenter TBD will discuss how to leverage customer analytics and intelligence solutions effectively. Businesses can optimize call resolution processes, enhance CX, reduce costs, and build stronger customer relationships. It's an ongoing effort that requires a commitment to CX data-driven decision-making and a customer-centric approach. Learn about how they:

• Gather data from various touchpoints, including contact logs, call recordings, chat transcripts, emails, social media interactions, and customer surveys
• Analyze customer feedback, both positive and negative, to identify trends and areas for QA, CX and EX improvement
• Monitor KPIs such as first call resolution rates, customer satisfaction scores, and average call handling times
• Use customer analytics on an ongoing basis using an FCR Improvement Team
• Regularly review and update their analytics models and strategies to adapt to changing customer needs and performance

Real-time financial recognition operates on a simple yet powerful principle —acknowledging and rewarding positive behaviors exhibited by call center Agents within minutes of receiving a survey that was World-class Csat. Award points earned by the Agent are converted to dollars and redeemed using an SQM debit card. Learn why this recognition program is great for monitoring, motivating, and managing agents to improve FCR. Learn about how:

• Agents can earn award points based on positive behaviors and high Csat and FCR achievements
• Games are a fantastic way to boost motivation in the workplace
• Points earned by Agents are converted to dollars and can be redeemed using an SQM debit card
• SQM's real-time financial recognition program is more effective than other recognition initiatives because of its emphasis on instant gratification

Achieving high internal collaboration and supervisor support in the workplace is essential for fostering a positive and productive call center working environment. Discover how Mr. Cooper created a workplace environment that encourages high internal collaboration and supervisor support, contributing to overall team success and high agent job satisfaction. Learn about how:

• Open and transparent communication is vital. Encourage employees to voice their ideas, concerns, and feedback
• Tools like project management software, video conferencing, and chat applications that can enhance collaboration
• Creating a culture of trust by honoring commitments and being reliable
• Encourage supervisors to be approachable and supportive of their team members.
• Provide training to supervisors on leadership and mentoring skills.

Providing agent training knowledge to resolve complex and challenging calls is essential for ensuring high-quality customer service and improving overall customer satisfaction. BC Hydro provides their agents with the proper knowledge and skills that equip them to handle complex and challenging calls effectively, ultimately enhancing the customer experience. Learn about how they:

• Create detailed training manuals, scripts, and documentation that cover various scenarios and challenges agents may encounter during calls
• Conduct role-playing exercises and simulations to mimic challenging customer interactions
• Ensure agents are well-versed in the technical aspects of your products or services
• Assign experienced agents as mentors to guide and support newer agents

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

• Sharing their FCR, Csat, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

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

• Sharing their FCR, Csat, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

The new mySQM™ Customer Service QA software is here! Come to the demo booth for a short presentation on how clients improve their QA, CX, and EX with the new mySQM™. Watch a demonstration and speak with SQM's experts on how you can use mySQM™ QA to improve CX, EX, and costs.