Michael DeJager


Principal Analyst & Divisional Director
Customer Contact Week


10:45 AM PROJECT ANALYSIS: The Nuances of Managing “Non-Voice Operations” in the Contact Center

As the traditional call center evolved to become a contact center, including many channels besides voice, new customer contact models and metrics had to be developed in order to keep pace.  Ever enterprise seems to take a unique approach to how these metrics are managed and how voice and non-voice customer interactions allocated.  At Hilton, Nicole Anderson manages a variety of teams, one being a “Non-Voice Operations” team whose sole mission is to response to customers’ email and chat communications.  In addition to new cases that have been opened via email and chat, the non-voice team also assumes many other support duties with loyalty partners and the hotels themselves.  Hear from Nicole as she shares more about this “non-voice” operational model.

2:00 PM PROJECT ANALYSIS: Navigate Customer Journey Mapping through Best Practices

An understanding of existing customer journeys, moments of truth, and pain points are crucial before you can optimize customer strategy. If you’ve never mapped your customer’s journeys, where do you start? In this session, Eric Bruce of the Minneapolis Institute of Art shares his mapping journey, starting with some best practices for his industry and leveraging available data to jumpstart the process. Learn from successes, pitfalls, and building customer personas based on journey trends.


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

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