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 |
Platinum Sponsors



Educational & Media Sponsors




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 |
|
|
|