October 3, 2018
Join Contact Center Nation, Contact Center Pipeline Magazine, Panviva, Upstream Works, Calabrio, Aspect, Community WFMSG, Shore Group, Five9, Knoah Solutions, Plantronics, Fonolo, Shelf and a pool of your industry peers for an interactive experience focused on your Call Center.
We have assembled a robust delegation of subject matter experts to share industry insights. Hear firsthand what should be on your radar to keep your Contact Center cutting-edge in the midst of new technologies and ever-changing customer expectations. This exciting day is chock full of learning, networking, FUN and prizes galore including cash giveaways! Grab a colleauge or two...You won't want to miss the Boston stop of this National Tour!Event Agenda*
1:00 pm Check In, Registration & Refreshments
Show Floor Open with Exhibit Booths and Welcome Reception
1:15 pm Official Kick Off & Welcome!
1:20 pm Sparking Creativity & Innovation in your Contact Center Presented by Dianne Durkin, President & Founder, Loyalty Factor
Creativity and innovation are the spark to future growth and success. This session concentrates on management techniques to create a responsibility-based culture where innovation and creativity are paramount. Employees strive for excellence. Learn the questions to ask employees to determine what contributes to or detracts from their ability to deliver excellent customer service. Finding out what they need and providing them with the tools and processes will allow for improved reliability and accountability.
Contact center leaders can ensure a "positive service climate” by employing the 7-step process to engaging and empowering employees and utilizing customized rewards and recognition systems that emphasize excellent service.
1:45 pm IDEAS - Executive Talk Interviews
Conversation Style Interviews featuring the best of the best Local Contact Center Leaders on a variety of hot topics!
2:15 pm Networking Refreshment Break Sponsored by Knoah Solutions
2:30 pm Afternoon Roundtable Discussions
Lively peer-to-peer discussions with a variety of topics offered. Each table anchored by a primary market Contact Center Leader. Highly anticipated, fan favorite! Contact Center Professionals have LOVED the opportunity to learn and share industry experiences, insights and best practices with one another.
Topics to include:
*Building a Better Culture Hosted by Linda Harden, Contact Center Pipeline Magazine
*Developing Future Leaders Hosted by Jeffrey Adams, Director, Contact Center Operations, AAA New England
*Creating Authentic Connections to Deliver the Ultimate CX Hosted by Colleen Bolton, CX- Quality Assurance Programs Manager, Draft Kings
*Transitioning from Operations to a Sales & Service Center Hosted by Amanda Misilo, VP, Call Center Operations, Berkshire Bank
*How Mindfulness Can Increase Both Customer & Employee Satisfaction in the Contact Center Hosted by Rhonda Rohtstein, Integrative Health & Wellness Coaching
*Empowering Agents and Raising the Customer Experience Hosted by Steve Pappas, Senior VP, US Operations, Panviva
*Meeting Customer Expectations - What Does it Take? Hosted by Sabrina Baksh, Vice President, Upstream Works
*Understanding Artificial Intelligence & Chat Bots Hosted by Dr. Lisa Michaud, Director, Natural Language Processing, Aspect
*Leveraging the Power of Contact Center Analytics to Improve Customer Experience Hosted by Pat Kellner, Vice President, Enterprise Sales, Calabrio
*Digital Transformation Hosted by Erin Wilson, Sr. Solutions Consultant, Five9
*Making Sure Your Contact Center is Ready for Today's Customer Hosted by Dan Giatrelis, VP of Customer Experience, Shore Group
*Working with your IT Department" Hosted by Neil Hooper, Senior Marketing Manager, Senior Product Manager, Plantronics
3:00 pm Roundtable Discussion Topics Repeated
Guests will have the opportunity to attend a different session previously offered at 2:30pm.
3:30 pm Vision & Visibility Presented by Kathleen Peterson, Founder and Chief Vision Officer of PowerHouse Consulting
4:00 pm INNOVATIONS - Live Interviews with Contact Center Subject Matter Experts
Hear from subject matter experts in the field on how to best solve challenges in your Call Center with the latest in technology and innovation.
4:45 pm Wrap Up Networking Reception Here's your chance to win some amazing gifts including CASH PRIZES - Must be present to win.
5:00 pm Event Concludes
*Final program subject to change