Moon Valley Country Club
Join Contact Center Nation, Contact Center Pipeline Magazine, Panviva, Upstream Works, 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 & Refreshments
Show Floor Open with Exhibit Booths, Live Demos and Snacks
1:25 pm Welcome!
1:30 pm 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 Cippy Seidler, Director Customer Care, Banner Health and Dan Hale, Best Western. Cippy will be talking about Social Customer Care and Dan will discuss Agent Motivation.
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:
*Employee Engagement Hosted by Tina Berlingeri, Call Center Director, OpenTech Alliance, Inc.
*Humanizing the Operations Center Hosted by John Cravens, Sr., Enterprise Director Inbound / Outbound Call Center, Cox Communications
*Standardization & Consistency at Every Customer Interaction Hosted by William Locke, Client Services Manager, Wells Fargo*Effective Interdepartmental Communication, Hosted by Aryka Berry, Origami Owl
*Improving the Customer / Member Journey Hosted by Randy Blanchette, Senior Director Contact Center Operations, Desert Financial Credit Union
*Building a Better Culture Hosted by Linda Harden, Contact Center Pipeline Magazine
*Transformational Training Techniques Hosted by Steve Pappas, Senior Vice President, US Operations, Panviva
*Meeting Customer Expectations – What Does it Take? Hosted by Sabrina Baksh, Upstream Works
*Leading Effective Change Management Hosted by Cheryl McCoy, Managing Director, Interaction Strategy & Support, Charles Schwab
*Taking Your Call Center to the Cloud Hosted by Darren Prine & Nick Deininger, Bright Pattern
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 Contact Center Technology Innovation Showcase
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
Moon Valley Country Club
151 West Moon Valley Drive
Phoenix, AZ 85023
Get ready for a wonderful onsite experience! Here is a sneak peak of what you can expect - Fabulous spot to learn, relax & refresh!