Session Spotlight: 10 Sessions You Can’t Miss at CCW Nashville

With CCW Nashville 2024 fast approaching, industry leaders come together to explore the future of Tech at Work. DATAMARK has selected 10 of the best sessions we recommend attending to gain the most out of your experience at CCW Nashville 2024.

Client Case Study | Checkr’s AI Customer Service Playbook: Elevating experiences, cutting wait times, and securing success

The first session we’d like to highlight is Ada’s client case study, in which Eric Burdilis, VP of Operations for Checkr, and Jennifer Sewell, Senior director of product for Ada, discuss how Ada became Checkr’s AI partner of choice by implementing Ada’s AI agent, which tackles high ticket volumes, reduces wait times, and streamlines the client’s workflows, which reduced cost, and enhanced customer satisfaction in the process.

Ada’s innovative approach to automating a solution for Checkr bears a striking resemblance to the customized treatment DATAMARK provides to our clients by first assessing the client’s workflow, suggesting improvements, and automating said workflow with the help of our AI Knowledge Base (generative AI Knowledge Management System acting as a single source of truth for our agents), and DataScribe (generative AI call transcription tool).

Workforce Blueprint | Beyond the Technical: Soft Skill Development for Emerging WFM Leaders

The next session we recommend attending at CCW Nashville is Workforce Blueprint | Beyond the technical: Soft Skill Development for Emerging WFM Leaders. In it, Crissy McNutt, Director of Workforce Management of Grubhub, speaks about how Grubhub invests in its employees’ soft skills as opposed to the technical skills needed in today’s workforce management roles.

DATAMARK utilizes a similar model by hiring less experienced candidates with the right soft skills and raw material, as opposed to hiring for experience and technical skills. Through dedicated training and professional development, DATAMARK molds agents into skilled employees, complete with a scheduled career progression plan, to transition into management roles.

In the Queue Panel | Innovation in Action: Insights for Success and Measurable Impact

Another session we recommend is In the Queue Pannel | Innovation in Action: Insights for Success and Measureable Impact, featuring Chris Purpura, VP of Customer Service at Neiman Marcus, and Jennifer Di Tirro, VP of Business Development at Qualfon. This session covers how harnessing AI, data analytics, and decision-making insights improves agent efficiency and how to properly measure the success of these tools.

Data analytics are essential to measuring success and decision-making for DATAMARK, both internally and externally. We use various kinds of dashboard reporting to accurately pinpoint efficiencies and inefficiencies in every facet of the business to determine pain points, and areas for continuous improvement on a global scale.

Think Tank | How to Enhance Mental Well-Being in High-Stress Environments

We also recommend attending the Think Tank, How to Enhance Mental Well-Being in High-Stress Environments, which centers on providing support for frontline agents, which in turn improves morale and adds to the culture of the organization.

Another key factor that the leadership team prioritizes here at DATAMARK is keeping the culture alive and well by supporting our agents’ physical and mental health. One way we ensure the employee experience (EX) is kept high is through its Deer Oaks Employee Assistance Programs (EAP), which offers psychiatric, psychological, and tele-behavioral assistance to our employees either free of charge or through referral.

Executive Insights | Bridge the Gap: Align Your CX Capabilities with the Rapid Pace of Emerging Technology

This Executive Insights session, hosted by Deana Perrin, Senior Director of Customer Experience for Blue Shield of California sheds light on best practices to evaluate and deploy emerging technology in a way that makes sense for your business.

DATAMARK employs a similar mentality by evaluating each client’s workflow to suggest a custom solution that will benefit each client’s individual needs. Implementing new technology in CX is not one-size-fits-all.

In the Queue Panel | The Next Five Years: Emerging Self-Service Trends & Predictions

This panel discussion, with hosts Amanda Caparelli (Customer Management Practice), Torrin Webb (Nationwide), Gene Kropfelder (Ally Financial), and Elena Reinert (T. Rowe Price), serves as an overview of the past ten years of innovations in the BPO and contact center space and a roadmap of predictions for the next five years of innovations to come.

One of the trends we’ve observed at DATAMARK is an increased technological dependence, with more focus being placed on automating non-core activities, and augmenting our agent experience with the help of our AI tools (AI Knowledge Base, DataScribe).

Think Tank | Maximizing ROI in Your Contact Center

Another session you should plan to attend is the Maximizing ROI in Your Contact Center session, hosted by Shawn Castle, VP of Client Experience & Customer Care at Sun Auto Tire & Service. This session offers suggestions for applying Return on Investment (ROI) to each facet of contact center services.

Measuring ROI is essential to just about every endeavor we engage in at DATAMARK. In our initial meetings with clients, it is important that each contract accurately sets expectations for both parties.

Workforce Blueprint | Transformation & Cost Management: Weighing Internal vs. Outsourced Staffing Options

A recurring theme we often face at DATAMARK is the practicality of keeping a process in-house rather than outsourcing to a professional. In each project planning phase, DATAMARK aligns with stakeholders to determine whether we ultimately want to build or buy.

Transformation & Cost Management: Weighing Internal vs. Outsources Staffing Options, hosted by Mat Makay, Senior Director of Workforce Planning and Operations for Carbon Health, addresses many of the abovementioned topics and offers clear, actionable solutions for determining whether a project should be kept internal or outsourced.

Think Tank | People, Process, and Tech: Optimizing Existing Resources to Improve Experiences

This Think Tank, hosted by Becca Pike, Director of Member Services at UFCU explores cost-effective avenues and utilizing existing resources to further enhance technologies in your contact center.

Repurposing existing resources to deliver a customized solution for our clients is another example of how DATAMARK has achieved growth and built trust by devising cost-effective solutions for our clients and their customers.

In the Queue Panel | Industry Insights: Experience Innovation in Regulated Environments

This session, hosted by Tamika Williams, Contact Center Director for Stamford Health, and Elena Reinert, VP, Director of Self Service for T. Rowe Price, navigates the importance of recognizing strength in empathy when managing and growing teams in Healthcare, BFSI, and other highly regulated industries.

DATAMARK promotes a similar, empathetic approach when managing teams in Healthcare and BFSI. DATAMARK also prioritizes aftercare so our agents can decompress after challenging calls for our healthcare and BFSI clients. In fact, our agents have onsite nurses and mental health support at our sites in El Paso, Texas, and Juarez, Mexico.

The Bottom Line

Each of these handpicked sessions offers a wide range of valuable insights and best practices to sharpen your skills and learn from industry experts in the contact center BPO environment. Come visit our booth at CCW Nashville to learn more about what we’re about here at DATAMARK!

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