CONFERENCE INFORMATION:

The Contact Experience Conference will share best practices that are being used by successful Healthcare Call and Contact Centers in addressing the changes forced by these drastic times and will offer new ways and solutions for optimally managing customers in this time of minimal in-person interactions. The Contact Experience Conference offers insights, education and solutions that can be implemented to help your health system re-emerge stronger and safer. This conference focuses on how the new normal impacts your Contact Center’s staffing, operations, technology and more, including highlighting the new roles and emergence of the contact center in the health system. And how these changes impact the relationships with operational departments, virtual care, customer service and the Patient Experience.

KEYNOTE PRESENTATION INFORMATION: August 28, 2020 at Noon EDT

Kathleen Peterson, PowerHouse Chief Vision Officer, will be delivering a keynote presentation titled, Contact Centers Today: The Management Balancing Act. The keynote will launch “live” on the virtual platform on Friday, August 28, 2020 at Noon EDT. Kathleen’s 45-minute session will include approximately 35 minutes of pre-recorded remarks and 10 minutes for Q&A. Kathleen will be available during that session time to answer questions live at the conclusion of the recording.

KEYNOTE PRESENTATION DESCRIPTION:

Balancing act is defined as “a circus act in which a performer displays his or her balancing ability” (www.dictionary.com). Using this context, learn how to address the increasingly complex issues leaders often juggle in their Contact Centers. Using a unique style and humor, understand the three conditions that leaders frequently encounter: walking the tightrope of quality versus quantity, the trapeze of metrics and momentum, and the three-ring circus of meddling management.

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