November 15, 2018
The Tower Club
Ft Lauderdale, FL
Join Contact Center Nation, Contact Center Pipeline Magazine, Panviva, 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!
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
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