Getting Ready for TSW: Overview of Some Cool Technology Sessions

TSIA’s Technology Services World Conference kicks off Monday at the Mirage in Las Vegas, with three full days of breakouts, keynotes and Expo presentations. As I’m TSIA’s technology guy, I wanted to highlight some of the tech-focused sessions at the event, and you don’t need to look any further than the Services Technology Advantage Case Study Track, which takes place on Tuesday from 9:45-10:45am, with multiple technology case study sessions to pick from. Here’s a peek at your choices:

  • Hit Me with Your Best Shot! Starting with KCS on the Road to True Customer Success. This is not your normal tale of implementing Knowledge Centered Support (KCS) with a particular vendor of choice. This is the first chapter in the continuing story of TSIA member Riverbed’s goal to create a truly customer intimate support experience. The first leg of the journey is the implementation of KCS, but, rather than being your typical newbie presentation, this focuses on Riverbed, Stone Cobra, and DB Kay & Associates bringing years of KCS and systems expertise to the table to finally do an implementation “the right way” and having everything go smoothly.
  • How Companies Drive Transformation: Learn How Smart Services Leaders Drive Effective Transformation within their Organization. The road to Services Transformation is not for the faint of heart. Before organizations embark on their transformational journey, they need to clearly understand what the catalysts are within their organization that are driving transformation. The panelists will reveal what the catalysts for transformation were within their individual organizations. They will also discuss what “levers” they are using to drive transformation and why they believe that the following levers will affect change. Focusing on professional services and professional services automation (PSA), this session is hosted by Compuware, with panelists from NCR and Vertafore.
  • HP Snapfish: Improving Customer Connection and Conversions through the Use of the LivePerson Platform. Snapfish by HP is the number one online photo service, with more than 90 million members in over 20 countries and 2 billion unique photos stored online. Today, the Customer Care team for Snapfish uses LivePerson’s LP Chat and LP Insights in managing their business to improve conversion rates and customer satisfaction throughout the purchase process. For all the B2B companies interested in chat, this session shows how a consumer firm handles large volumes of chat traffic with great satisfaction scores and even incremental revenue!
  • Leader to Leader: How Actionable Insight Transforms Service Operations. When information needed to serve customers is hard to reach, support becomes harder than it needs to be and service levels and customer satisfaction suffer. Customers demand to be “known” by and get quick, relevant responses from the support organizations that they rely on. This requires that support teams sift through and make sense of an overwhelming social and enterprise content clutter of customer information that is scattered across systems and teams. It’s an increasingly time-consuming and nearly impossible task for agents and managers. Join this interactive panel led by Coveo, with panelists including Tokyo Electron America, to learn how to empower your team to get the right insight, every time in one view. Panelists will share case studies on how they leveraged the collective knowledge of their support systems and people to transform support performance, improve FCR, reduce ACHT, increasing customer and employee satisfaction.
  • Social Media Customer Care Best Practices. Many companies are planning to allocate staff and technology to support social customer care, but are struggling with how to operationalize it. Learn how a leading contact center outsourcer, Telvista, is using the voice of the customer (VOC) in its social media centers to enhance loyalty and brand reputation, drive better decisions, and reduce costs. Some of the primary topics that will be addressed in this interactive session include how do you develop a social customer strategy; what does it take to deliver social customer care; how can I measure customer sentiment as part of VOC; what are some examples of how social care drives real-world voice of the customer success; and what are seven recommendations regarding starting a successful social care program? This session is sponsored by Verint Systems.
  • Streamlining the Global Services Organization at Bullhorn. Join this session to learn how Bullhorn, a leading provider of software and services that improve the way employees and employers come together, partnered with NetSuite to automate and streamline a global, multi-currency professional services organization. They will discuss how unifying resource and project management, project accounting, forecasting, reporting and time and expense management helped Bullhorn move away from dependence on cumbersome, disjointed Excel spreadsheets; accelerate and streamline revenue recognition; automating customer subscription to billing for professional service revenue; unify global operations serving more than 100,000 customers across 126 countries, and foster end user adoption.

Look forward to seeing everyone next week! Safe travels to Las Vegas. And as always, thanks for reading!

Explore posts in the same categories: Consumer Support, Enterprise Support, knowledge management, Professional Services, social media, Technology

5 Comments on “Getting Ready for TSW: Overview of Some Cool Technology Sessions”

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