Just a quick update revolving around the Customer Contact West 2010 agenda. As I mentioned earlier this week, our Production Team has released the four key tracks in which the twenty eight interactive sessions will focus on. Two of these tracks are back by popular demand, and their are two new additions that focus on areas of pertinent to improving customer contact in 2010 and beyond.
*Track 1: The Contact Center as a Strategic Partner in the Enterprise – this track will focus on the increasing role of customer contact within the company with regard to competition, and how the contact center must form a strategic partnership to support overall enterprise customer strategy.
Track 2: Excellence in Customer Experience – this track will focus on the people, processes and technologies that deliver superior customer satisfaction.
*Track 3: This track focuses on delivering customer satisfaction in both new and emerging points of interaction with the customer – the call center, the web, mobile channels, social networking forums and the integration of all interactions in these channels as customers move between them.
Track 4: Making the Most of Analytics – this track focuses on the measurement of various key performance indicators and customer data to drive customer satisfaction.
*Tracks new to this year’s agenda.
Full access to the agenda can be found here.
More to come after the holiday weekend!