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No Need for Registrants to Leave Your Office - It’s Fully Interactive! |
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In real-time, you will meet with industry experts and colleagues who will answer your questions and offer business solutions for your contact center, without any of the cost of a traditional on-site conference. You can attend learning sessions the same way you would in an on-site conference without the travel costs and time away from your office. |
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Attend the Sessions That are Right for You |
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Everyone can share newly acquired knowledge throughout your organization. Members of your team can attend sessions together or attend different session tracks. All sessions will be recorded and available on demand for two weeks after the conference – giving those who could not attend the opportunity to view the sessions later. |
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Meet the Major Vendors Live in Our Exhibit Hall |
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Browse the exhibit hall to download product videos, and obtain product information, press releases, white papers, and much more. Learn everything you need to manage your contact center without traveling miles or spending time away from your office. |
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Network with Attendees and Presenters |
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Chat with presenters and peers in the virtual lounge, a specially designed virtual networking forum for registered members of this online event. Learn what others are doing, meet colleagues, pose questions, and offer your own insights. |
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EVENT SESSIONS - CLICK HERE for the full agenda |
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- Keynote: Read Any Good Books Lately?-Applying the Latest Best Sellers for Quality Improvements in Your Contact Center
Presented By: Penny Reynolds & Maggie Klenke, The Call Center School
- The Customer Effort Game Plan
Presented by: Joe Alwan, AVOKE/BBN Technologies
- Best Practices in Calibration and Scoring
Presented by: DeeLee Freeman, The Call Center School
- Intelligence from Customer Interactions: An Important Part of Quality Monitoring
Presented by: Oscar Alban, Principal Global Market Consultant, Verint
- KPI: What to Measure and How to Measure It
Presented by: Michael Miller, VP Customer Strategy, UTOPY
- Quality Driven Dynamic Decisions in the Social Enterprise:
Presented by: Kathleen Schroeder, Product Marketing Specialist,Aspect
- Coaching with Style - It’s not just what you say, but how you say it!
Presented by: Greg Alcorn, Founder and CEO, GCS
- 60 Ideas in 60 Minutes - Quality Assurance and Speech Analytics
Moderated by: Vicki Herrell, Executive Director, QATC
- Customer Insight Metrics
Presented by: Fred Van Bennekom, Dr.B.A., Principal, Great Brook, Sponsored by Enkata
- A New Role for Speech Analytics, QA and Customer Surveys - Capturing Voice of the Customer
Presented by: CallCopy
- Making QA Count: Using Analytics to Focus on Business Outcomes
Presented by: Patrick Botz, VP Workforce Optimization, VPI
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