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  • Ideas & Innovations Tour 2018 - SouthEast

Ideas & Innovations Tour 2018 - SouthEast

  • 15 Nov 2018
  • 1:00 PM - 5:00 PM
  • The Tower Club, 100 SE 3rd Ave, 28th Floor, Ft Lauderdale, FL


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Presented by 


November 15, 2018

The Tower Club

Ft Lauderdale, FL

Sponsored by


Join Contact Center Nation, Contact Center Pipeline MagazinePanviva, Upstream Works, Calabrio, Community Workforce Management Software and a pool of your industry peers for an interactive day focused on your Call Center.

We are planning an exciting agenda full of learning, networking, FUN and prizes galore including cash giveaways! Grab a friend or two...You won't want to miss this one!

Event Agenda

1:00 pm Check In, Registration & Welcome Reception  

Show Floor Open with Exhibit Booths, Live Demos and Snacks

1:25 pm Welcome!

1:30 pm IDEAS - Executive Talk Interviews

Conversation Style Interviews featuring the best of the best Local Contact Center Leaders on a variety of hot topics! 

2:30 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, Publisher, Publisher, Contact Center Pipeline Magazine

*Effective Interdepartmental Communication Hosted by Randal Hiester, Director of Quality & Training at Health First Health Plans

*Empowering Agents to Provide Better Customer Service Hosted by Steve Pappas, Senior VP, US Operations, Panviva

*Meeting Customer Expectations - What Does it Take? Hosted by Sabrina Baksh, Vice President, Upstream Works

*Leveraging the Power of Contact Center Analytics to Improve Customer Experience Hosted by Pat Kellner, Vice President, Enterprise Sales, Calabrio

*Attracting & Retaining Top Talent Hosted by Michael Rotter, Aerotek

*OmniChannel - Fact or Fiction? Hosted by Frank Tersigni, EVP & Chief Customer Officer, Altivon

*Open Networking

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     Networking Refreshment Break

3:45 pm   INNOVATIONS Spotlight

Hear from subject matter experts on how to best solve challenges in your Call Center with the latest in technology and innovation. 

4:45 pm Wrap Up Networking Reception 

You won't want to miss 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


Learn, Share, Connect, Collaborate

Contact Center Nation 

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