As contact centers continue to evolve and add channels of communication live chat, social media, etc the approach to workload distribution, staffing, metrics and analytics of a solely phone and email call center have become antiquated. Attend the 12th Annual Call Center Week to ensure that no channel of contact becomes neglected and you are communicating and listening to customers where they want to be reached.

Location: Planet Hollywood Resort & Casino, Las Vegas, NV, USA
Date: 13-17 Jun 2011

Keynote Speaker: Jon Fahrner (CEO at Moxsie.com), Clint Morley (VP at Discover Financial Services), Adriana Torres (Head and MD at citigroup Global Consumer Bank), Paul Logan (CEO at Contact Solutions)

Tracks/Topics:

• Topics of discussion Measuring the Impact of Multiple Initiatives on Customer Experience
• Topics of discussion Converting VOC into Actionable Data to Drive Business Results
• Discussion on Creating a Culture that Produces Not Only Motivation but ROI

Fees Range: $549 - $4099
Highlighted Roles : Supervisor, VP, Director, EVP, Manager, Sales Engineer
Highlighted Industries: Automotive, Healthcare, Software, Transport, Banking, Insurance, Retail, Telecom, Technology, Hospitality, Pharma, Consultancy, Education