Engage 2017: Breakout Session Tracks
Conference breakout sessions are organized into tracks to help you target the sessions that best meet your needs.
Gain visibility and actionable intelligence into the work, people and processes to help drive improvements in productivity, efficiency, throughput, turnaround times, quality, and compliance.
Leverage technology beyond traditional staff forecasting, planning, and scheduling to transform your face-to-face channel and empower employees to deliver a quality customer experience.
Desktop Analytics, Automation and Robotics
Gain visibility into desktop activity and automate tasks or processes to enhance compliance and improve efficiency, quality and customer service.
Digital and Mobile Self-Service
Empower customers to resolve issues themselves and enhance the overall customer experience.
Employee Engagement, Quality, and Performance
Empower, motivate and enhance employee skills and behaviors to meet performance goals and deliver exceptional service while providing employees with tools and insight for delivering exceptional service and performance.
Enable employees and customers to find answers quickly with personalized results tailored to the customer’s context.
Help local, state, and federal organizations and other public services to enhance performance, customer service, and the overall quality of citizen interactions.
Provide simplified customer service that spans channels, data, process, and knowledge to improve the overall customer journey.
Security and Compliance
Enhance investigations, improve risk mitigation for security and safety, and ensure operational security compliance.
The Future of Customer Engagement
Prepare for what’s next in delivering exceptional customer service.
Voice of the Customer
Discover trends and customer intelligence, enhance customer experience, and improve omnichannel service processes.
Plan, forecast and schedule to efficiently meet service goals across the enterprise while effectively balancing the needs of the customers, employees and organization.