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Customer Contact Week 2018: The Winning Formula for World-Class Customer Service

Steve Kraus

In just a few short weeks, Customer Contact Week will gather more than 2,500 contact center executives and managers from more than 900 companies from all over the world. The event promises a program brimming with interactive discussions, networking and influential speakers like Barbara Corcoran from ABC’s “Shark Tank” and the head of customer support for Uber North America, Janelle Sallenave.

This is Cogito’s second time attending the event and we’re excited to share with you the topics and agenda items we’re looking forward to this year to help you make the most of your time at the event.

What’s New This year?

This year’s CCW will center around the topic of delivering world-class service with speed and efficiency. Specifically, keynotes and talks will explore the winning formula of people, process and technology to enabling of world-class service. In addition to the usual keynotes and sessions, this year’s event will use Interactive Discussion Groups (IDGs) – a new, small group approach to learning – and CCW University: Future Leaders Certification Program – a new certification program – to explore this overarching theme.

For our part at this year’s event, we’ll be particularly focused on the convergence of people and technology to enable better customer service. While technology alone plays an integral role in improving consumer satisfaction, the human element is still needed to convey empathy, which is a critical component to world-class customer service.

Not-to-Miss Keynotes

With so many influential executives and companies attending this year, it’s tough to choose which sessions and keynotes to prioritize. There are several keynotes we plan on attending throughout the event, including:


CCW Shark Opening Keynote: Leading your Team to Greatness

Barbara Corcoran, Best Selling Author and Business Mogul | Day 3 at 8:20 a.m.

Barbara shares her best strategies for getting teams motivated and moving forward, for hiring the right people and firing the wrong ones, for creating an atmosphere of fun, and for forging ahead when the chips are down.


Keynote Panel: Power Great Experiences Across Digital Channels

Tom Karinshak, EVP of Customer Care, Comcast; and Dylan Astle, COO, DirectBuy | Day 4 at 9:05 a.m.

As mobility and digitization continue to grow, impressing customers and delivering seamless service is even more challenging. In this keynote panel, discover how to deepen customer engagement and drive hyper growth.


Closing Keynote: World Class Service Starts with Culture

Shep Hyken, Chief Amazement Officer, Shepard Presentations, LLC | Day 4 at 4:15 p.m.

World Class Service isn’t just about the front line delivering an amazing level of service to customers. Amazing service must permeate throughout the entire company. What’s happening on the inside of an organization is felt on the outside by the customer. It’s all about the culture, and that starts with leadership at the top.

Visit us at Booth #523

Don’t forget to stop by our booth throughout the show and especially during Demo Drive to make a game out of vendor sourcing – eligible participants are also entered to win prizes! This year’s Demo Drive kicks off on Day 3, Wednesday, during the morning networking break at the expo hall.

Throughout the show, Cogito representatives will be available at booth #523 to demonstrate how Cogito Dialog enhances phone professionals’ emotional intelligence by applying behavioral science through artificial intelligence (AI) and machine learning.

Specific features include:

Streaming voice analysis: The technology delivers in-call and real-time behavioral guidance to call center representatives, helping them to adjust their speaking style to better perceive and respond to customers’ emotional cues.

Instant detection and scoring of customer emotion: Cogito automatically generates a customer experience score for every call.

Comprehensive customer insights: Historical trends of customer and agent behavior are measured against key business outcomes to predict trends such as a customer’s future loyalty.

In the meantime, to learn more about our perspective on the role of emotional intelligence in customer service, download our latest eBook, “The Cogito Guide to Emotional Intelligence.”

Contact us today to learn how we can help enhance your call center representatives’ emotional intelligence.

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