DISCOVER HIGH AGENT PERFORMANCE OPTIMIZATION SECRETS FROM 35+ WORLD CLASS CONTACT CENTER EXPERTS

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#contactcentervs

Get more than 100 "use today" tools taught directly from the experts, that will help you improve your frontline contact center performance.

This event will bring together the best Contact Center Experts & Hottest Tools in the Industry for you to Optimize Performance, Hire Right & Retain your Best Agents. FREE (for a limited time).

All without having to go anywhere and at a time best for you...

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

SEE THE Speakers and schedule of events below...

WEEK ONE: EXPERT SESSIONS

WEEK TWO: DEMO WEEK

WEEK TWO & THREE:

35+ Expert Sessions

(See them below)

LIVE Demos of the Top Contact Center Solutions

Commit to Getting ONE Thing Done, for 14 Days

Platinum Sponsors

Gold Sponsors

"I wasn’t expecting a lot, to be honest. So many of these free offerings are not very informative, but several of the experts have been excellent and far exceeded my expectations. Thank you for making these available." ~ Lisa S.

MEET OUR SpeakerS...

Stuart Discount

CEO at Professional Association for Customer Engagement (PACE)

Michael Pace

Director, Global Member Service

Virgin Pulse

Jim Rembach

Host

President, Influence to Action, Developing existing and emerging contact center supervisors

Jim Iyoob

Etech Global Services

Chief Customer Officer | Author | CX Visionary | CCW Advisory Board Member

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

Lisa Oswald

Senior Vice President, Global Customer Service, Travelzoo

Customer Service Strategy & Operations Leader

William White

Stuller, Inc.

Executive Director - Customer Care

Nate Brown

Director of Customer Experience at UL EHS Sustainability, Co-Founder of CX Accelerator, ICMI Top 50 CX Thought Leader

Kelli Barabasz

Vice President of Customer Care at National Notary Association

Natalie Calvert

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

Dick Finnegan

Speaker, Author, & CEO, C-Suite Analytics & The Finnegan Institute

Simon Blair

Australia's #1 for Customer Contact Quality, Coaching & Training + Podcast Producer.

Shawna Fuller

Gift Tree

Director of Customer Service/Corporate Sales

Neal Topf

President, Callzilla | ICMI Top 50 to Follow | Advising Call Center Execs

Raul Amigo

CX Crafter, Speaker, Author of the book "Beyond Customer Experience"

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

Joachim Rogers

Senior Director at Coca-Cola Bottling Co. Consolidated

Leslie O'Flahavan

E-WRITE Owner. Professional Writing Trainer & Coach. Plain language advocate. Lynda.com Instructor (LinkedIn Learning)

Sean B. Hawkins

Group Manager, Customer Success at UBM plc

Randy Rubingh

Chief Customer Officer at FrontSpin-The Cure for the Silent Sales Floor. Author “Call Center Rocket Science “

Steve DiGioia

Customer Service Crusader, Author, & Trainer

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

Linda Harden

Publisher of Contact Center Pipeline

Todd A. Hixson

Capacity Manager at Hulu

Colin Taylor

CEO & CCO (Chief Chaos Officer), The Taylor Reach Group

Darlene Geller-Stoff

Principal, Direct Communication Specialists, LLC

David Hadobas

President and CEO of CCNG

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

Kate Nasser

The People Skills Coach™ & Author of Leading Morale. Leadership, Teamwork, Engagement, Customer Service.

Vicki Herrell

Executive Director at SWPP and QATC

Amy Radin

Award-Winning Author, Innovation Adviser, Former Fortune 100 Chief Innovation & Digital Officer

Brian Flagg

Dee Kohler

Director of Contact Center Service Excellence at Prime Therapeutics

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

Jackie Morales

Bestow

Chief Insurance Officer

Fred Shadding

Founder of Visionary Call Center Leaders Forum | Trusted Call Center Outsourcing Advisor & Industry Contributor

Mary Beth Brackman

Client Service Center Manager at Pinnacle Financial Partners

Laura Sikorski

Contact Center Makeover Expert

Pierre Marc Jasmin

Founder and President, Services Triad

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

Mark Brody

Contact Center Industry Professional - Bringing Solutions To Your Challenges

Rebecca Gibson

Workplace Learning And Performance Consultant At Gibson Learning And Performance

Roger Lee

Customer Success Leader at Gridspace

Justin Robbins

Contact Center Evangelist | Content Marketing Strategist | Keynote Speaker

Michael Replogle

Vice President Operations at CustomerServ®

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

Judy McKee

Training Business Coaching Champions | Call Center Trainer | Keynote Speaker | Author | Founder of The LAMA Technique

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

SpeakerS Featured In

You’re Probably Wondering, What EXACTLY Will I Get Out Of Attending This Contact Center Virtual Summit?

Great question, and I’m glad you asked.

Here’s a taste of what you’ll get by joining the free Contact Center Virtual Summit:

More than 100 "use today" tools that will help you improve frontline contact center performance.
35+ thought leaders and experts revealing new methods that will impact your future success.
Social networking and mixers with your peers in our Private Facebook Community.
More than 26 hours of expert instruction worth thousands of thousands of dollars.

Volumes of answers to problems you didn't even realize you had and pitfalls you need to avoid.
No hotel or flight to book and days away from the office to catch up from.
Learning from a faculty that posses more than 350 years of collective contact center knowledge.
A risk-free way to finally get that education you so eagerly want and need.

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

More testimonials from our last summit:

For someone like me, this is a really fantastic opportunity...

Thank you for arranging the summit. It's been amazing already. I really appreciate the recorded videos so I can learn at time best for me. What a wonderful community of support you have! For someone like me, this is a really fantastic opportunity."

Holly Stover // Customer Service Manager

The online platform is great – really easy to use...

I viewed Don Peppers’ speech on CX Success Summit and it was fantastic! The summit offers talented speakers on a whole range of business topics, and the online platform is great – really easy to use.

Hugh Smallridge // Leading the team at Ashwood

PLUS AS A SPECIAL BONUS FOR CLAIMING YOUR FREE TICKET YOU’LL GET AN…

Exclusive Summit Overview:

Get an Exclusive Summit overview in this FREE In This Epic Playbook

Get the most out of the summit so you can discover what’s working today to optimize agent performance— and get awesome actions you can implement right now to start seeing results.

FREE VIRTUAL SUMMIT COMING THIS SUMMER!GET ON THE WAITING LIST

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SCHEDULE OF EXPERT SESSIONS

Sunday, July 7 - LIVE KICK OFF!

Jim Rembach, Abraham Venismach & Guests

July 7, Sunday - LIVE KICK-OFF

The Contact Center Virtual Summit Kick-Off Party: Meet the Hosts, Jim & Abraham plus special guests.

Join us in this LIVE Kick of Party and get a preview of what's to come and have some fun before the Contact Center Virtual Summit Starts. We're going to have something special for you there... DON'T MISS IT!

Monday, July 8 - HOW TO HIRE RIGHT

OPENING SPEAKER - STUART DISCOUNT
A Few Hiring Tips From The Contact Center Floor - Neal Topf
Hiring Right Means Happy Customers - LAURA SIKORSKI
Stop Focusing On The Resume So Much - STEVE DIGIOIA

SEE FULL SCHEDULE FOR HOW TO HIRE RIGHT

STUART DISCOUNT - CEO at Professional Association for Customer Engagement (PACE)

July 8, Monday - HOW TO HIRE RIGHT

Opening Speaker: How to Hire Right

More about Stuart

NEAL TOPF - President and Co-founder of Callzilla

July 8, Monday - HOW TO HIRE RIGHT

A few hiring tips from the contact center floor

Having recently hired and reconstructed hiring process for call center agents, Operations Managers, Operations Directors, and HR Managers, Best Practices in Contact Center Hiring is relevant for everyone in the customer care industry.

The Tools you'll learn & more about Neal

Laura Sikorski - Contact Center Makeover Expert

July 8, Monday - HOW TO HIRE RIGHT

Hiring right means happy customers

Hiring the right people can make or break a successful contact center team. Finding the right mix of skill set and disposition enables faster on-boarding and reduces employee turnover. The right person should not only by qualified for the specific job duties, they must be a cultural fit!

The Tools you'll learn & more about Laura

Steve DiGioia - Customer Service Crusader, Author, & Trainer

July 8, Monday - HOW TO HIRE RIGHT

Stop Focusing on the Resume So Much

We all wish to hire the best person available for the job. But too often we're destined to fail from the start, even if we do find the best person. In this session, I describe the self-imposed pitfalls and obstacles we face before we even collect the first resume.

The Tools you'll learn & more about Steve

Tuesday, July 9 - SUCCESSFUL ON-BOARDING

OPENING SPEAKER - LINDA HARDEN
Lowering Training and Attrition Costs through Effective On-boarding - RANDY RUBINGH
How Important is On-Boarding - KELLI BARABASZ
Avoid the Sink or Swim Approach to On-boarding New Hires - Sean Hawkins
Common Mistakes to Avoid When On-Boarding New Staff - Colin Taylor
The On-Boarding Excellence Journey - Mark Brody

SEE FULL SCHEDULE FOR SUCCESSFUL ON-BOARDING

linda harden - Publisher of Contact Center Pipeline

July 9, Tuesday - SUCCESSFUL ON-BOARDING

Opening Speaker: Successful On-Boarding

More about Contact Center Pipeline

Randy Rubingh - Chief Customer Officer at FrontSpin-The Cure for the Silent Sales Floor. Author “Call Center Rocket Science

July 9, Tuesday - SUCCESSFUL ON-BOARDING

Lowering Training and Attrition Costs through Effective On-boarding

Typically call center agents train for 2-4 weeks and are not fully productive for another 1-3 months. Call center attrition rates are 40-100%. Therefore at all times many agents are in a training or unproductive mode. Effective on-boarding is the key to reducing training time, getting agents up to speed faster, and lowering attrition. Lets discuss.

The Tools you'll learn & more about Randy

Kelli Barabasz - Vice President of Customer Care at National Notary Association

July 9, Tuesday - SUCCESSFUL ON-BOARDING - SUCCESSFUL ON-BOARDING

How Important is On-Boarding

Successful on-boarding is key to having successful employees of all levels. In the past companies used to use the sink or swim mentality which ultimately takes employees 3 to 4 times as long to get acclimated into an organization.

The Tools you'll learn & more about Kelli

sean hawkins - Group Manager, Customer Success at UBM plc

July 9, Tuesday - SUCCESSFUL ON-BOARDING

Avoid the Sink or Swim Approach to On-boarding New Hires

On-boarding is the foundation to great engagement and customer experiences.

The Tools you'll learn & more about Sean

Colin Taylor - CEO & CCO (Chief Chaos Officer), The Taylor Reach Group

July 9, Tuesday - SUCCESSFUL ON-BOARDING

Common Mistakes to Avoid When On-Boarding New Staff

What are the seven most common on-boarding mistakes? Find out at this session that will focus on the common mistakes that contact centers make when recruiting and on-boarding new staff.

The Tools you'll learn & more about Colin

Mark brody - Contact Center Industry Professional - Bringing Solutions to Your Challenges

July 9, Tuesday - SUCCESSFUL ON-BOARDING

The On-Boarding Excellence Journey

This session will discuss the various facets of a successful on-boarding process. This 4-P approach will take the attendee through the employee journey from acceptance through the first 90 days a newly hired employee comes through your doors.

The Tools you'll learn & more about Mark

Wednesday, July 10 - HIGH PERFORMANCE AGENT DEVELOPMENT

OPENING SPEAKER - VICKI HERRELl
HI+AI - The Right Formula for Performance Management - JIM IYOOB
How Consistent is Your Service? - Brian Flagg
Motivating In a Digital World - JACQULINE MORALES
Live Chat Quality Isn't Good Enough; How to Help Agents Write Better Chat Right Away - LESLIE O'FLAHAVAN
Customers Don't Care About Checklists: Delivering Radical Change For Radical Results -
LISA OSWALD
The Team Leader As Coach - Simon Blair
Supercharge The Impact Of Agent Coaching With 3 Practical Tools You Can Implement Today - Rebecca gibson
Schedule and Forecast to Help Agents Win - Todd Hixson

SEE FULL SCHEDULE FOR HIGH PERFORMANCE AGENT DEVELOPMENT

Vicki HerrelL - Executive Director at Society of Workforce Planning Professionals (SWPP)

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

Opening Speaker: High Performance Agent Development

More about Vicki

JIm Iyoob - Chief Customer Officer for Etech Global Services

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

HI+AI - The Right Formula for Performance Management

Learn the importance of the right combination of people and software when managing agent performance and customer experience.

The Tools you'll learn & more about Jim

BRIAN FLAGG - Customer Support | Operations | Service Desk | Global | Executive | Business Development | Vendor Management

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

How Consistent is Your Service?

How consistent is the service your call center delivers? How do you know? If you are managing to averages, such as answer speed and resolved on call, you are not managing variability. Variability in service translates to variability in the customer experience, and hence satisfaction. Brian will give an overview of how to begin measuring and managing variability.

The Tools you'll learn & more about Brian

Jacquline Morales - Bestow Chief Insurance Officer

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

Motivating In a Digital World

The world is a changing place and the role of the CSR is not just about answering phones. What is expected in this new age and how do CSRs adapt for success in this new world!

The Tools you'll learn & more about Jacquline

Leslie O'Flahavan - E-WRITE Owner. Professional Writing Trainer & Coach. Plain language advocate. Lynda.com Instructor (LinkedIn Learning)

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

Live Chat Quality Isn't Good Enough; How to Help Agents Write Better Chat Right Away

Live chat isn't a shiny new customer service channel anymore. It's been around for years, and we have solved some of its early problems. But overall, the quality of live chat still isn't good enough. Poorly written chats drag on too long, CSRs require customers to repeat information, and support teams squander the per-contact savings they were counting on when they implemented chat.

The Tools you'll learn & more about Leslie

Lisa Oswald - Senior Vice President, Global Customer Service, Travelzoo Customer Service Strategy & Operations Leader

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

Customers Don't Care About Checklists: Delivering Radical Change For Radical Results

Traditional QA forms are the cornerstone of most companies’ quality measures. But how do you know if what you’re measuring is important to your customers? Research shows QA scores are not correlated with customer satisfaction, yet we continue to confuse QA results with customer experience. Travelzoo threw out its legacy QA checklist and devised a new approach that is improving cx and puts agents in control of their pay for performance incentives. ...

The Tools you'll learn & more about Lisa

simon blair - Australia's #1 for Customer Contact Quality, Coaching & Training + Podcast Producer

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

The Team Leader as Coach

Contact Centres that deliver superior customer and employee experience have typically created a vibrant coaching culture that drives continuous improvement. In this session Simon Blair will reveal a coaching and quality framework and method for reinvigorating your Team Leaders and to focus them on what really makes a difference at the front-line of service organisations.

The Tools you'll learn & more about Simon

Rebecca Gibson - Workplace Learning and Performance Consultant at Gibson Learning and Performance

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

Supercharge the Impact of Agent Coaching With 3 Practical Tools You Can Implement Today

You rely on supervisors’ ability to drive high performance, inspire engagement, check turnover, and model culture, mission and goals. This requires coaching conversations that are part pragmatic and one part heart. Join Rebecca Gibson for the practical insights you need to clarify coaching expectations, assess coaching proficiency, and measure the impact of coaching conversations.

The Tools you'll learn & more about Rebecca

TODD HIXSON - Capacity Manager at Hulu

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

Schedule and Forecast to Help Agents Win

You can never give agents schedules that they like and still meet service level!" This is an often stated theory that is basic nonsense. See who strategic growth in thinking outside the box can help your company build a highly executable and repeatable model that engages agents and reduces attrition. Plan the plan, work the plan, and win.

The Tools you'll learn & more about Todd

Thursday, July 11 - LEADERSHIP THAT ENGAGES

OPENING SPEAKER - David Hadobas
Gaining CX Momentum - Nate Brown
Leading Innovation: Methods for Front Line Leaders - Amy radin
Effective Strategies To Boost Morale And Get The Best Out Of Your Team - Fred Shadding
Engagement... or Relationship? - Dee Kohler
How to Build a Supervisor Dream Team - Jim Rembach
Leaders 7 Steps to Engage for High Morale and Performance! - Kate Nasser
Engagement At All Levels Is Key - Michael Pace
Breakthrough CX Employee Engagement Guaranteed To Improve Customer Experience - Natalie Calvert

SEE FULL SCHEDULE FOR LEADERSHIP THAT ENGAGES

David Hadobas - President and CEO, CCNG

July 11, Thursday - LEADERSHIP THAT ENGAGES

Opening Speaker: Leadership that Engages