Featured Speaker
Connie Smith
Connie Smith has been involved with contact center operations for more than 20 years. As a consultant, she has helped world-class contact centers such as Southwest Airlines, Staples, Cabelas, Nordstrom, NIKE, Alaska Airlines and SAFECO with assessments, technology selection, design and implementation, metrics, performance management, culture, customer service and leadership skill development, training initiatives, workforce management and quality monitoring and coaching programs.
Free White Paper
Read Smith's latest white paper "What’s Driving the Future Direction of Contact Centers: What you Need to Know". Smith has written over 50 articles and white papers and has spoken to over 100 audiences worldwide offering her practical experience as a contact center leader and consultant.
The Contact Center Evolution:
What you need to know To elevate the customer experience
This educational and interactive forum explored how contact centers must evolve to survive and thrive in this changing environment.
Undeniable influences are impacting contact centers around the world and there is no doubt that we are undergoing an operational and generational evolution. These changes make it imperative that centers find innovative ways to train and develop their employees, master multiple customer interaction channels, elevate the customer experience and produce better bottom line results.
Agenda: Los Angeles, February 24
| 9:30am | Registration |
| 10 am | Introductions |
| 10:30am | Featured Speaker: Connie Smith What’s Driving the Future Direction of Our Contact Centers and What you Need to Know to Succeed |
| 12:15pm | Lunch (complimentary) |
| 12:45pm | Frank Tersigni, Altivon Technology Adaptations for Successful Contact Center Evolution |
| 1:30pm | Networking Break |
| 1:45pm | Customer Case Study: Rob Cate @ Vegas.com |
| 2:15pm | IPA Demo |
| 2:30pm | Demo (optional) Customer Interaction Center (CIC) |
Guest Speakers
Connie Smith of SpotOn Enterprises, is a well-known contact center expert. She led an interactive discussion and share contact center trends and best practices around:
- Social media - The next customer interaction channel
- At-home and distributed workforces – Why it matters to you
- How Gen “X’ers” and the “Millennials” will change the way we operate
- Why contact center technology must be agile, simple and breed center collaboration
- Delivering the Customer Experience: 10 Things Customers Want
Rob Cate, Contact Center Director at Vegas.com, talked about the contact center that supports the single largest travel destination website in world. Learn how this contact center has evolved, increasing agent revenue 347%, cutting staff by 50% and achieving zero agent turnover in the past 24 months.
Location
|
The event will be held in the Home Locker Room
at the Rose Bowl.
