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  • EVENT AGENDA - 9/13/17 - MidAtlantic

Contact Center Nation

Preparing Tomorrow's Contact Center TODAY

Technology, Tools & Strategies to Propel Success

September 13, 2017

Hidden Creek Country Club, Reston, VA

Sponsored by

Join Contact Center Nation, Aspect, PanvivaContact Center Pipeline Journal and a pool of your industry peers for an interactive day of learning, networking and sharing best practices on some of the hottest topics around!

You will learn how to:

  • Manage, Communicate & Connect  with Your Customers via Social Media 
  • Empower Your Agents to Delight Your Customers Everytime
  • Incorporate Artificial Intelligence & Chat Bots
  • Successfully Attract & Retain Top Talent
  • Prepare for the Future in Uncertain Times

You will leave with tangible tips, tricks and strategies you can implement immediately. Make plans now to join us for a day devoted to learning from your colleagues and contact center experts!

Click here to register.


9:30 am  Registration & Continental Breakfast

10:00 am Welcome & Opening Remarks

10:15 am Tweet, Tweet....Who's There....Your Customers! Lessons in Active Social Media Listening

Firestorms can start in a single tweet. 140 characters or less can do irreparable damage to your brand. Are you actively listening and appropriately responding to your social media channels? Learn how to "hear" the voice of the customer and respond appropriately. Brands that are doing this the right way experience higher levels of consumer trust, satisfaction and quality service. In this lively session, we will tackle strategies to effectively communicate including guidelines and standards, ensuring every customer is heard and maintaining a consistent, congruent message across multiple channels. 

Participants to include Stephen Pappas, Panviva, Linda Harden, Contact Center Pipeline Journal

11:00 am How Artificial Intelligence & Chat Bots are Changing Call Center Dynamics 

12:00 pm Networking Buffet Luncheon

12:45 pm Empowering Your Agents to Deliver Exceptional Customer Experiences, Every Time

Culture, training and coaching all have a significant role in the customer experience. Are your Agents currently set up for success? Do they have the right tools in their tool box to delight your customers at every touch point? In this lively, inspirational session we will illustrate the attitudes, plans and support necessary for providing the ultimate customer experience. 

Presented by Brian Costanzo, President & CEO, SOCAP International

1:30 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 2:00pm. All topics will be anchored by a discussion leader. 

Topics to include:

*Providing Consistent & Accurate Information in an Omni-Channel World

*Artificial Intelligence

*Attracting & Retaining Top Talent 

*Managing Millennials 

*And More!

2:00 pm Transition to New Roundtable Discussion Topic

2:30 pm Wrap Up Networking Reception

3:00 pm Closing Remarks, Survey Collection, Raffle Prizes

3:15 pm Event Concludes




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


Hidden Creek Country Club

1711 Clubhouse Road

Reston, Virginia 20190

For more information on the venue including directions, please click here

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