| 8:30 a.m. |
Welcome
|
| 9:00 |
Customer Experience Driven Operations – What Leaders Need to KNOW and DO
Kathleen Peterson, PowerHouse Consulting
Today's customer experience affects tomorrow's profit. Customer experience optimization relies on operational savvy to meet both the needs of the customer and the needs of the business. Take away seven "Need to Know's" and work on the "What to Do's" with others facing similar challenges.
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| 9:30 |
Workforce Optimization Tips and Tricks
Oscar Alban, Verint®, Industry Evangelist and Speaker and Vicki Herrell, Executive Director of the Society of Workforce Planning Professionals (SWPP)
Join industry thought leaders from the Society of Workforce Planning Professionals (SWPP) and Verint as they present some of the top tips in areas including quality monitoring/recording, workforce management, analytics and contact center optimization.
|
| 10:00 |
Break
|
| 10:30 |
Networking Roundtables
|
| 11:00 |
WFO Breakout Groups – Part One (choose one of three)
I. WFM for the Contact Center and Back Office
– Vicki Herrell, SWPP
II. Customer Feedback Surveys: Smart Strategies for Retaining High-value Customers – Oscar Alban, Verint
III. Customer Experience Driven Operations - What to Do, How to Do It? – Kathleen Peterson, PowerHouse Consulting
|
| 11:30 |
Lunch
|
| 12:30 p.m. |
WFO Breakout Groups – Part Two (choose one of the above)
|
| 1:00 |
Closing |
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New York, NY
Tuesday, February 23
8:30 a.m. – 1:00 p.m.
The Yale Club
of New York City
50 Vanderbilt Ave.
New York, NY 10017
www.yaleclubnyc.org
Guest Speaker:
 Kathleen Peterson
Founder and Chief Vision Officer
PowerHouse Consulting
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