Agenda

Welcome to the Annual CenturionCARES Customer Conference!

Wednesday, August 10th, 2022

4C Registration/Check-in
Evergreen Foyer
CARE Center – Networking Open House
  • Our expert CARES developers, technicians and users will be available to meet in casual group or one-on-one settings to help you:
    • Put a face to a name, whether a CenturionCARES tech or a fellow CARES customer.
    • Find more information about a particular CARES function.
    • Get a status report or resolve an open ticket.
    • View a brief demo of a CARES offering.
    • Get a quick “re-fresher” on your CARES solution
    • See how other users have overcome your current issue.
    • Schedule further discussions with your account rep
    • Just to say “Hello”
4C Welcome & Networking Reception
Outdoor Pavilion

Thursday, August 11th, 2022

Continental Breakfast
Brissago
General Sessions
Evergreen Ballroom III
Welcome to 4C

Kirk Wormington, Pres. & CEO, CenturionCARES

  • Introductions
  • 4C22 Preview & Expectations
Keynote Address: The Great Retention: Leadership strategies to retain your best people.

• Maintaining company culture and employee engagement
• Addressing “psychological safety” and mental health
• Building purpose and belonging in your workforce

 

Keynote Speaker: Rick Gallegos

  • President & CEO-Rick J. Gallegos & Associates/Dale Carnegie Training
Customer Roundtable: The Great Retention
  • Navigating shrinking applicant pools and expanding candidate demands.
    • Customer TBD
    • Customer TBD
    • Customer TBD
    • Customer TBD
AM Break
CARES Update & Pipeline

Paul Wysocki, EVP & Chief Technical Officer

  • Enhancements in CARES 15.0
  • Innovations around the corner
  • CARES ConnectX (Cloud PBX)
    • Wiregrass Electric Cooperative
Lunch
Brissago
Customer Innovation Stories
Evergreen Ballroom III
Customer Innovation Stories
  • Customer 1 - TBD
  • Customer 2 - TBD
Keynote Address: Minimizing Cyber Security Risk and its Potential Impact. Why I moved to the Cloud!

Danny Exum – Chief Information Officer, Wiregrass Electric Cooperative (Hartford, AL)

  • Ransomware & Incident Response
    • What happened, how it happened, and how we survived.
    • Important actions prior to and after attack.
PM Break
Breakouts
Galewood
CARES Agent 15.0

Discover how CARES drives process improvements in the call center:

  • Whisper Coaching
  • Idle Reason
  • Embedded Links
  • Alerts
  • Using CRM Notes
  • Shared recordings
Call Flow Designer 101: Parts I&II

The basics for building effective call flows

  • Understanding basic call flow
  • Recording phrases
  • Loading phrases
  • Change parameters
  • Queue call with overflow
  • 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
Customer CARE Center – Networking Open House
  • Stop in to have your technical questions answered or just share your ideas with our expert CARES technicians and users.
Cocktails and Dinner
Chalet

Friday, August 12th, 2022

Breakfast Buffet
Brissago
Customer CARE Center – Networking Open House
  • Stop in to have your technical questions answered or just share your ideas with our expert CARES technicians and users.
General Session
Evergreen Ballroom III
“How to Hire a Racehorse, Not a Plow Horse” Rick Gallegos

Pres./CEO Rick J. Gallegos & Associates/Dale Carnegie Training

  • (3) major management activities:  Finding, Building, & Retaining People
  • The danger of solution hiring, and the costs associated with it
  • Common interviewing & hiring mistakes
  • Custom research of questions to ask and custom score card
  • Learning how to rate a candidate to have organizational consistency
Breakouts
Galewood
AM Break
Call Flow Designer 101: Basics Part II

Building effective call flows in CARES.

  • Call Flow Simulator
  • Create Call Flows from Templates
  • Setting Playback and Microphone device to listen or record phrases
CARES Courtesy Call Back*: Do’s and Don’ts for Optimal Experience

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

*Call Back is an optional product that may not be included in your CARES solution.

Call Flow Designer 102

More advanced techniques.

  • 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
CARES Outbound Notification Solution**

Proactively enhance your customer communications and experiences:

  • Connect with past due or delinquent customers to recover lost revenue
  • Announce emergency alerts, credit card offerings, appointment reminders, seasonal hours, planned outages, tree trimming, surveys
  • Delivery by phone, text, email
  • Convert to live call as needed
  • Reports generated to analyze outbound campaign success

*ONS is an optional product that may not be included in your CARES solution.

**Requires Basic Call Flow Design knowledge

General Session
Evergreen Ballroom III
4C Wrap Up and Close
  • Kirk Wormington, President & CEO
  • Paul Wysocki, EVP & Chief Technical Officer
Box Lunch and Departures
Customer CARE Center – Networking Open House
  • Stop in to have your technical questions answered or just share your ideas with our expert CARES technicians.

Event Speakers

Here are some of our speakers

Speaker 1

Kirk Wormington

President & CEO CenturionCares

Speaker 1

Paul Wysocki

EVP & Chief Technical Officer

Speaker 1

Rick Gallegos

President and CEO - Rick J. Gallegos & Associates/Dale Carnegie Training