A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Moderator:
Lynda Harvy, Director, Customer Support and Account Management, Kin Insurance

Abstract:
Join your fellow members in a brainstorming session exploring the challenges of proving the value of the contact center to execs. Good customer service drives higher revenue, happier customers, and lowers churn. The contact center is a business powerhouse but there is still a lack of understanding and respect for the contact center. As a group, we will share best practices for proving to leadership and getting their buy in on the value of the contact center and its impact on the sustainability and growth of the business.

Key Brainstorm Challenges:

• How to turn non-believers into executive champions
• What measures of success are needed to prove value. NPS? Revenue? CSAT? Customer Retention?
• How to optimize and engage with your employees for retention and cost savings