Master Class

Now for the first time and exclusive to the Customer Experience World 2018, a Master Class will be held to discuss and detail various components of an effective Customer Success Management programme.

Attendees at these Master Classes will take home a far deeper understanding of a customer’s desired outcome and how to provide an awesome experience with every interaction and touch point within their business.

They will learn strategies for customer success teams and executives; study how to adopt and manage the perceptions of a team’s role from a customer’s point of view and within an organisation; gain an understanding of revenue streams and profitability; and be able to brainstorm and gain insight into the acquisition, analysis and effective use of data for customer relations.

The Master Class will teach participants how to set up a practical, omnichannel communications hub to deliver world class customer success.

In this fast-paced, ‘How-to’ session, seasoned customer success specialist Rod Jones will show just how easy it is to set-up up and configure a cloud-based communications hub, using state-of-the-art, omnichannel technology.

How to:

  • Define the organisation structure for the customer success communications hub.
  • Define how multiple site, individual agents and groups and home-based agents can form part of the customer success team.
  • Design and configure work types, skills requirements, SLAs and business values by interaction type.
  • Configure Artificial Intelligence and Machine Learning to match appropriately skilled personnel to specific customers.
  • Design insights-based routing models.
  • Design inbound and outbound communication flows and campaigns.
  • Define the role, functions and skills sets of team leaders and supervisors.
  • Setting up IVR flows and messaging services using text-to-speech functionality.
  • Set up and configure Quality Assurance functions and processes
  • Draw-off system reports.