2010 Call Center Optimization Forum | 2010 Call Center Conferences

Want to Accelerate Call Center Performance?

You're invited to uncover the secrets of the best call centers, and find out how to apply them in your organization! We'll reveal new call center optimization solutions that are now accessible and affordable to organizations of all sizes. You'll learn breakthrough strategies and techniques you can use to exceed customer expectations, raise performance standards, and achieve your career goals. You'll discover powerful new ways to set and measure the right performance objectives, accurately forecast workload and schedules, improve quality of service, and win the support of top executives.

Who Should Attend?

The Call Center Optimization Forums are designed for executives and managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving contact center optimization technology.

Interact with Contact Center Industry Experts and Colleagues

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in call center technology at these 2010 Call Center Conferences.

2010 Call Center Conference Locations and Dates

April 8th – Phoenix, Arizona
May 6th – Tampa, Florida
June 3rd – Toronto, Canada
July 15th – Denver, Colorado
August 5th – Seattle, Washington
September 9th – Minneapolis, Minnesota
October 7th – Long Beach, California
November 4th – Dallas, Texas

Sample Event Itinerary

8:00 - 8:30am

Registration and Breakfast

8:30 - 9:00am

Facilitated Networking Discussion:
Top Challenges Facing Contact Centers Today
Hosted by CCNG

9:00 - 9:25am

Keynote: Five Ways to Improve Workforce Efficiency and Quality
Presented by The Call Center School

9:25 - 9:50am

Proven Contact Center Optimization Strategies
Presented by Industry Expert

9:50 - 10:00am

Networking Break

Call Center Optimization Best Practices Roundtable
Hosted by QATC and SWPP

10:00 - 10:10am

Best Practices Expert Panel Introduction

10:10 - 10:25am

Pre-Employeement Hiring and Assessment Best Practices
Sponsored by FurstPerson

10:25 - 10:40am

Workforce Management Best Practices

10:40am - 10:55am

Call Center Quality Management, Call Recording and Performance Optimization Best Practices
Sponsored by VPI

10:55 - 11:05am

Networking Break

11:05am - 11:20am

A Practitioner’s Guide to Customer Experience Management
Sponsored by Cicero

11:20 - 11:35pm

Creating a World-Class Post-call Survey Program
Sponsored by Mindshare

11:35am - 12:10pm

Town Hall Interactive Q&A Panel Discussion

12:10 - 12:25pm

Networking Break and Lunch Served

12:25 - 1:25pm

Lunch and Technology Innovation Showcase
Hosted by CCNG
Learn about the latest advancements in call center optimization enabling technologies, including pre-hire assessment, workforce management, quality monitoring, reporting and analysis, desktop integration and automation, customer surveying, and training.

1:25 - 2:15pm

Roundtable Workshops Facilitated by Subject Matter Experts

Sample table topics include:
• Optimizing Your Call Quality Monitoring Program
• How to Turn Customer Interactions into Profit: Practical Ways
to Improve Efficiency, Effectiveness, and Operational Insight
• Measuring the Metrics that Matter
• Generating an Accurate Forecast
• Effective Contact Center Staffing to Reduce Turnover

2:15 - 2:30pm

Closing Q&A and Raffle Prizes

2:30 - 3:00pm

Exhibit and Demo Hall Open

Hosted and Facilitated by

Call Center Network Group

Register Today

Register at CCNG.com by March 31 to attend for only $179 & guarantee your place. Space is limited!

or call Michelle Porterfield, CCNG Director of Events, at 817-677-3919

Attendee Testimonials

There was a great cross-section of companies at the event. The lunch table topics did a great job of opening communication between groups. The event had a nice flow as well.

- Brent Lovin
Business Systems Consultant