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Want to accelerate contact 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, which in the past were limited to large companies, but 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 contact centers who need to stay informed about the latest industry trends, best practices, and rapidly evolving 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.

Example Event Itinerary

8:30 - 9:00am Registration and Breakfast
9:00 - 9:30am Facilitated Networking Roundtable
Hosted by CCNG
9:30 - 10:00am Keynote: Five Ways to Improve Workforce Efficiency and Quality
Deelee Freeman of The Call Center School
10:00 - 10:30am

Call Center Quality and Performance Optimization Best Practices and Innovations
Sponsored by VPI
10:30 - 11:00am Pre-Hire Assessment Best Practices: Improving the Probability of Making the Right Hire
Sponsored by FurstPerson
11:00 - 11:10am Networking Break
11:10 - 11:40am

Creating a World-Class Post-call Survey Program
Sponsored by Mindshare
11:40am - 12:10pm     Desktop and Process Integration Best Practices and Technology Innovations
Sponsored by Cicero
12:10 - 12:40pm     Workforce Management Best Practices and Technology Innovations
12:40 - 1:40pm Lunch and Table-Topic Discussions
1:40 - 2:20pm     Town Hall Interactive Q&A and Raffle Prizes
2:20 - 2:45pm Exhibit and Demo Hall Open

*Forum venues, dates and sessions may change at any time.

Baltimore, Maryland Seminar Date
Thursday, June 18, 2009
Marriott Baltimore Waterfront

Register Online!
or call Lauren Hugues at 800.200.5430 ext. 5211

Space is Limited!

*Register by October 31st, 2009 to receive a FREE registration (a $299 value) and guarantee your place.

Hosted and Facilitated by


Call Center Network Group

Platinum Sponsors









Educational & Media Sponsors