April 11, 2019
Miami Springs Golf & Country Club
Sponsored byJoin Contact Center Nation, Contact Center Pipeline Magazine, Panviva, Jacada, Community Workforce Management Software Group 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 Official Kick Off
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! Join us as we speak with Janet Poklemba, Site Leader, Customer Support, Bosch Thermotechnology Corp and Tim Heidemann, Director, Sales & Loyalty Center, College HUNKS Hauling Junk & Moving.
2:30 pm Networking Refreshment Break
2:45 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, Contact Center Pipeline Magazine
*What Does Digital Transformation Mean to Your Company? Hosted by Steve Pappas, SVP Operations, Panviva
*Intelligent Automation: Building a Seamless CX and Breaking Down Organizational Silos Hosted by Scott Merritt, VP, Global Head of Automation, Jacada
*Changing Agent Behavior - Standards, Struggles & Solutions Hosted by Ronna Caras, President, Caras Training - Learn and share fresh ways to raise performance standards to meet your market, address struggles with staff development, and apply real-world skill advancement solutions.
*Attracting & Retaining Top Talent Hosted by Ana Sasmiresan, Vice President, Randstad
*From Call Center to OmniChannel Center Hosted by Lyn Kramer, Managing Director, Kramer & Associates Consulting, LLC
*Improving Employee Engagement with Performance Coaching Hosted by Haley Dwyer, Account Manager, Healthcare, Aerotek
3:15 pm Roundtable Discussion Topics Repeated
Guests will have the opportunity to attend a different session previously offered at 2:45pm.
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