Day 01
วันจันทร์ที่ 3 มีนาคม ค.ศ. 2025
- 10:00
Investing in Internal Tools to Give Exceptional Service.' Explore strategies and best practices for leveraging internal tools to deliver exceptional service in today's dynamic tech landscape. Learn how innovative investments in technology can empower your organization to elevate customer experiences and drive business success.
- 11:00
No matter what it is, every bad situation you find yourself or your company in will eventually end. Being in business means you’ll probably have to deal with some sort of PR nightmare or crisis eventually. Especially when your company grows and gains momentum, it can seem like the problems get bigger — or at least the potential for problems gets bigger.
- 12:00
Ultimately, all three systems of measurement useful for evaluating the effectiveness of changes in processes, products, or services on customer satisfaction; company’s can compare a score before and after implementing a new protocol to measure the impact. Additionally, these metrics are designed specifically to help businesses identify their strengths and weaknesses. The whole purpose of consumer research is to translate those insights into action items that will in turn improve your customer’s experience overall.
- 13:00
In most service organizations there are employees that deal with customers on a day-to-day basis. These are the service engineers, the sales personnel, the customer assistants and reception staff – people who have frequent and close contact with the customer base. These front-line employees (FLEs) are perfectly positioned to provide feedback about the organization’s service provision, both in terms of their own views on the customer-service interaction (voice of the employee – VoE), and their perceptions of the customers’ views on that interaction (voice of the customer through the voice of the employee – VoCE).
- 14:00
By now, most organizations have adopted or started planning for a 'customer-first' approach to the way they do business.
Day 02
วันอังคารที่ 4 มีนาคม ค.ศ. 2025
- 10:00
When it comes to building great products, design is the most important “feature.” We’ve moved into the stage where product design dominates — it’s what sets companies apart and gives a real edge over competitors.
Users will always need support. You could have a bulletproof product and the most excellent tutorials and documentation, and someone will find a way to break it or just not read the information staring them in the face.
- 12:00
Your support team represents a lot of things: your first line of defense, a first point of contact, and the first (maybe last) people that a disgruntled user may speak with. They’re the ones who will convince users to stay. When things don't go well, a bad customer service interaction may be the final straw that convinces a customer to leave for good. Your support team represents the voice of your company, and it's critical that they deliver positivity with every single interaction. That’s a lot of responsibility. Let’s take a look at what can you do to make sure it all goes well.
A new generation of learners requires a new approach to workplace training. Here are the six elements needed to professionally develop your Millennial employees.
- 14:00
Referring to a customer as a ticket number is off-putting. Referring to a customer as a business opportunity is just plain rude. It's easy to ask for a first name before a support chat begins, and it makes the experience more human for everyone involved.
Want to join the party? Submit your abstract to present at TECHCON 2025!