Call Center Optimization Forum

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.

Event Itinerary

8:00 - 8:30am

Registration and Breakfast
Sponsored by the International Contact Center Academy (ICCA)

8:30 - 9:00am

Facilitated Networking Introductions
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-Employment 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:
• Contact Center Metrics That Matter
• Optimizing Your Quality Monitoring and Coaching Program
• Customer Surveys;Strategies for Improving Operations with Customer Feedback
• Customer Feedback Metrics; Which Ones Matter Most
Customer-Felt Process Improvement Use Cases
• Fun with Call Center Math
• Let's Solve Your Hiring Challenges;Thoughts and Ideas to Help You Hire More Effectively in Your Center
• Six Strategies for Maximizing Workforce Productivity and Quality

2:15 - 2:30pm

Closing Q&A and Raffle Prizes

2:30 - 3:00pm

Exhibit and Demo Hall Open

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

Hosted and Facilitated by