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January 15 - 18, 2019
JW Marriott, Nashville, TN

Jared Benesh

Executive Director of Contact Center Technology / Product Strategy
Quicken Loans

5:15 PM Metrics Keynote Rip Whack-A-Metric: Leverage Behavioral Coaching To Transform Contact Center Performance

Contact center operations require a humanized approach to drive metrics indicative of truly world-class service. However, we oftentimes focus solely on success
metrics, overlooking the human nature of agent-customer interaction. Jared’s extensive experience in contact center technology forms the foundation of his
patented behavioral coaching methodology that measures the behaviors that enable successful customer interactions. Jared will address:
● How to stop playing “Whack-A-Metric” with agents and drive successful behaviors
● Establish the cultural buy-in to leverage coaching as a tool for success
● Evolve beyond “carrot and stick” to behavior-focused motivations

12:00 PM Cultural Transformation + Digital Transformation: How to Get Executive Leadership in Cadence with Customer Contact Strategy

+ Shift cultural norms to understand the necessity of technology to catalyze success
+ Understand motivations of senior leadership to drive engagement at all levels
+ Technology is not “optional” and drives the results rather than the “why”

Check out the incredible speaker line-up to see who will be joining Jared.

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