To the CenturionCARES Customer Conference Attendees:
In order to protect the health and safety of our CenturionCARES Customers and Staff, we have decided to postpone the April 27 – May 1 CenturionCARES Customer Conference. Our hope is to find suitable dates to reschedule 4C for later this year.
We will have more information shortly regarding registration fees and refund procedures. Those of you that have booked your stay at the hotel may have already received a cancellation notice.
We know that you will fully understand the unprecedented circumstances that led to this decision, but we are very sorry for any inconvenience it has caused. We hope that you will remain safe and healthy, and that we’ll be able to meet again very soon.
Agenda
Welcome to the Annual CenturionCARES Customer Conference!
Wednesday, April 29th, 2020
Session Tracks: Industry Trends Cares Technical Training Call Center Management
The basics for building effective call flows in CARES.
- Understanding basic call flow
- Recording phrases
- Loading phrases
- Change parameters
- Queue call with over flow
- How to make a copy of a call flow
- Call Flow Simulator
- Create Call Flows from Templates
- Setting Playback and Microphone device to listen or record phrases
More advanced techniques for CARES Call Flow Designer.
- Add or remove events (Set Field Value)
- Add or remove voicemail
- Create mailbox associations
- Illustrate how events are tallied within Call Distribution Report
- How to back up call flows?
- Import and Export a project
- Else If and Go To's
- Prompt & Collect
- Survey Setup
- Follow up Call Flow Designer training session with hands-on practice with guidance from CenturionCARES instructors.
Thursday, April 30th, 2020
Session Tracks: Industry Trends Cares Technical Training Call Center Management
- Welcome to 4C - Kirk Wormington, Pres. & CEO
- Keynote: Keynote Speaker Announcement Coming Soon!
- CARES Update & Pipeline – Paul Wysocki, EVP & Chief Technical Officer
- Hear the unique manner customers have utilized CARES to overcome obstacles and find a better way to achieve their business objectives.
Better Reports, Better Analytics, Better Decisions
- Customize Grids, Graphs & Charts
- Scheduling Reports
- Exporting Reports
Discover how CARES drives process improvements in the call center:
- Useful Daily Tools
- Important KPIs
- Setting up agents, passwords, skills
- Adding call types, idle reasons
- Using CRM Notes
Improve Customer Experiences by finding and applying pertinent Data.
- Survey Builder Tool
- Storing Surveys
- Find & Filter Surveys
Understanding its benefits and setting parameters for optimal performance.
- When/how to enable & disable
- How many calls in Call Back mode
- Ensuring call backs are completed
Friday, May 1st, 2020
Session Tracks: Industry Trends Cares Technical Training Call Center Management
The basics for building effective call flows in CARES.
- Understanding basic call flow
- Recording phrases
- Loading phrases
- Change parameters
- Queue call with over flow
- How to make a copy of a call flow
- Call Flow Simulator
- Create Call Flows from Templates
- Setting Playback and Microphone device to listen or record phrases
More advanced techniques for CARES Call Flow Designer.
- Add or remove events (Set Field Value)
- Add or remove voicemail
- Create mailbox associations
- Illustrate how events are tallied within Call Distribution Report
- How to back up call flows?
- Import and Export a project
- Else If and Go To's
- Prompt & Collect
- Survey Setup
Investing in Quality Customer Experiences
- Pre-Authentication
- ProSpeak
- Voice/Screen Recording
- Live Monitoring & Coaching
- Agent Scorecards
- Session Continues
- Session Continues
- Understanding the basic administrative tasks associated with your CARES IVR.
- Technical
- Call Center Management
- TBD
- Kirk Wormington, President & CEO
- Paul Wysocki, EVP & Chief Technical Officer
Event Speakers
Here are some of our speakers
Kirk Wormington
President & CEO CenturionCares
Paul Wysocki
EVP & Chief Technical Officer