Tom Buckley

Director, Global Technical Service
Boston Scientific

Check out the incredible speaker line-up to see who will be joining Tom.

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Day One, February 27 - Be Proactive Rather Than Reactive

Tuesday, January 2nd, 2018

09:20 ‘Can You Hear Me Now?’ Getting Customer Metrics Through Your Call Centers

In-house support centers play as much of a role in customer satisfaction as your client-facing field staff. Why not leverage them better? By realizing your call centers are another customer touch point, you may be surprised at all those unused service metrics you’ve previously missed out on. In this session, you better understand how to:

Combat survey fatigue by incorporating call center data to drive operational decisions for delivery
Build a business case for multichannel support by closing issues via phone without dispatching a field rep
Learn the best ways to measure the quality of your call center, including speed to answer and abandon rate

09:40 Panel: Stop the Buzzword: A Business Case for IoT

Is your company lagging behind in leveraging innovative technology? Struggling to present a value proposition for connected devices will be a thing of the past after this informative panel. Rather than jumping right in to discuss how to utilize Big Data, we’re taking a step back to strategize how to get the ROI on IoT in the first place. After this intimate discussion, walk away with a business plan for your management team.

Review statistics on savings that can verify remote connectivity’s ROI
Take information from your connected devices to predict value, including uptime
Demonstrate how connectivity is a value-added service that will increase your bottom line