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Mid-Atlantic Event

  • 20 Apr 2017
  • 9:30 AM - 3:00 PM
  • Stonewall Golf Club, 15601 Turtle Point Dr, Gainesville, VA 20155


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Contact Center Nation

Mid-Atlantic Event

Sponsored by

Join Contact Center Nation, Call Center Experts, Panviva, LEGO, Advenus, Aerotek, Contact Center Pipeline Journal and a pool of your industry peers for an interactive day focused on preparing your Call Center for the future. 

We will discuss the trends, threats, opportunities and new ideas to prepare your Call Center for success through 2020 and beyond.  You will leave with tangible tips, tricks and strategies you can implement immediately.

Make plans now to join us now! 


9:30 am  Registration & Continental Breakfast

10:00 am Welcome & Opening Remarks

10:15 am Focusing on Millennials? You're Doing It Wrong

During the past 10 years, few groups have been more analyzed and scrutinized than Millennials. However, the conversation around Millennials has begun to mature and change in important ways, and these changes are being driven by significant factors. The opportunity to discuss, "How will we prepare for this generation in our organization?" is no longer valid. Millennials now make up the largest percentage of the workforce, and in order for organizations to be successful they must know how to embrace, develop, and collaborate with Millennial workers. The conversation today has shifted from focusing on one generation to a perspective on how multiple generations can work more effectively together. This session will cover key factors that describe the Millennial generation, pairing macro-perspectives backed by research with the micro-perspectives of the speakers, who are successful Millennials themselves. These macro and micro perspectives will educate and equip you with a better perspective on how to learn, collaborate, and ultimately be more productive in a multi-generational workplace.

Presented by Amanda Marschall & Megan Gardner, LEGO

11:15 am Building a Lean Customer Experience Model in 15 Minutes

If you want to become a more customer centric organization, but don’t know where to start, Steve Pappas of Panviva will share a lean customer experience model that will help get you moving in the right direction. In 15 minutes, you’ll have the foundation needed to analyze all the touchpoints across your enterprise. You’ll walk away with knowledge, materials and a better understanding of what effects your customer’s experience.

Presented by Stephen Pappas, Senior Vice President, US Operations, Panviva

12:00 pm Networking Buffet Luncheon

1:00 pm Creating Culture from the Inside Out

Daily decisions, activities, values and behavior drive our culture. Scheduling, staffing, training and hiring all impact the culture of our organizations. All of these items contribute to the overall customer experience. How does your culture affect your brand and your bottomline? Hear from your industry peers on how to take your employees, customers and brand to the next level.

Panelists to include: Lafayette Moran, Vice President of Business Development, Advensus, Amanda Marschall, LEGO & Brittany Price, Aertoek

2:00 pm Peer to Peer Roundtable Discussions

While the Call Centers may differ in many ways, many common themes are present regardless of industry. We invite you to take part in small discussion groups to learn and share ideas, best practices and to discuss challenges. The goal is to provide you with a hands on learning session of tangible, practical takeaways you can put to immediate use. Attendees will not need to pre-register and can select their table topic onsite. We will offer the chance to attend a second topic at 2:30pm. All topics will be anchored by a discussion leader. 

Topics to include:

*Attracting & Retaining Top Talent Hosted by Peter Tu & Brittany Price, Aerotek

*Managing Millennials Hosted by Megan Gardner, LEGO

*Preparing Your Healthcare Organization for Patient Expectations and Trends Heading into 2020 Hosted by Panviva

*Explore the 3 Challenges - Complexity, Compliance & Change - Community Banks and Credit Unions Face to Succeed at Customer Service Hosted by Panviva

*And more to be announced!

3:00 pm Wrap Up Q&A, Survey Collection, Raffle Prizes

3:15 pm Event Concludes




All registered attendees will receive a complimentary one year subscription to Contact Center Pipeline Journal!


Stonewall Golf Club

15601 Turtle Point Drive

Gainesville, VA 20155

To access a map and driving directions, please click here.


The conference venue is located approximately 20 miles from Washington Dulles International Airport.

For a list of local hotel recommendations, please click here.

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