Auto Industry Community Summit
WED OCT 20TH | 9:00am – 5:00pm ET | 2021 SOCAP Fall Auto Industry Community Summit | A Hybrid Event
Restoring Customer Confidence and Building Value Through the Auto Buy-Back Program
Engage in an interactive discussion facilitated by Cass Ferris from Morley to highlight innovative solutions designed to enhance the customer’s experience and effectively manage vehicle inventories through the auto buy-back process.
Evolving Technology in Today's Contact Centers
Amy Luke with Salesforce will moderate an interactive discussion around Technology for Customer Care. Topics will include:
- Case Management vs. Connected Vehicles
- Speech Analytics
- RPA (Robotic Process Automation)
Hear also from your peers about the latest upgrades in their contact centers - what's working and what's on the horizon for streamlining processes and improving operations.
Is NPS the new CSAT?
A lot has changed in the past 18 months - are your customer satisfaction initiatives still working? During this informative session, Andy Bedsworth of Ipsos will lead participants in a robust discussion surrounding which questions may be best to ask in order to gauge your customers true level of satisfaction.
What New Tactics and Incentives are Working to Attract and Retain Call Center Agents?
The post-pandemic shifts in priorities and preferences have created new challenges for hiring and retaining qualified CX agents. Learn successful strategies others are using to address today's unique staffing struggles and walk away with new ideas to help rebuild your customer service department with happy, committed employees.