Agenda
Welcome to the Annual CenturionCARES Customer Conference!
Wednesday, August 10th, 2022
- 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”
Thursday, August 11th, 2022
Kirk Wormington, Pres. & CEO, CenturionCARES
- Introductions
- 4C22 Preview & Expectations
• 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
- Navigating shrinking applicant pools and expanding candidate demands.
- Customer TBD
- Customer TBD
- Customer TBD
- Customer TBD
Paul Wysocki, EVP & Chief Technical Officer
- Enhancements in CARES 15.0
- Innovations around the corner
- CARES ConnectX (Cloud PBX)
- Wiregrass Electric Cooperative
Kenneth Barras - Director of Member Experience, University of Kentucky Federal Credit Union
- A comparison of UKFCU’s contact center operations prior to and after the installation of the CARES platform.
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.
Discover how CARES drives process improvements in the call center:
- Whisper Coaching
- Idle Reason
- Embedded Links
- Alerts
- Using CRM Notes
- Shared recordings
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
- Stop in to have your technical questions answered or just share your ideas with our expert CARES technicians and users.
Friday, August 12th, 2022
- Stop in to have your technical questions answered or just share your ideas with our expert CARES technicians and users.
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
Building effective call flows in CARES.
- Recording phrases
- Loading phrases
- Change parameters
- Queue call with overflow
- How to make a copy of a call flow
Discover how CARES drives process improvements in the call center:
- Whisper Coaching
- Idle Reason
- Embedded Links
- Alerts
- Using CRM Notes
- Shared recordings
Building effective call flows in CARES.
- Call Flow Simulator
- Create Call Flows from Templates
- Setting Playback and Microphone device to listen or record phrases
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.
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
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
- Kirk Wormington, President & CEO
- Paul Wysocki, EVP & Chief Technical Officer
- 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
Kirk Wormington
President & CEO CenturionCares
Paul Wysocki
EVP & Chief Technical Officer
Rick Gallegos
President and CEO - Rick J. Gallegos & Associates/Dale Carnegie Training