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 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

Associate Sponsor

"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...

Speakers being updated regularly

Stuart Discount

CEO at Professional Association for Customer Engagement (PACE)

Michael Pace

Director, Global Member Service

Virgin Pulse

Lance Gruner

Executive Vice President, Global Customer Care at Mastercard | Keynote Speaker | CX Expert"

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

Don Williams

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

Dick Finnegan

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

Jeff Gallino

CTO and Founder, CallMiner

Shawna Fuller

Gift Tree

Director of Customer Service/Corporate Sales

Neal Topf

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

Omar L. Harris

Author of Leader Board: The DNA of High Performance Teams and Country Manager Brazil with Allergan PLC

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

Charles Ryan Minton

Customer & Employee Experience Expert | Keynote Speaker | Bestselling Author - "Thanks for Coming in Today!" | Hotel GM

Judy McKee

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

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

Penny Reynolds

Penny Reynolds
Co-founded The Call Center School, and Call Center Pioneer Award winner, consultant, speaker, writer.

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

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:

The speakers last year were fantastic!

The speakers last year were fantastic! I can't wait for the Contact Center Virtual Summit to start!

Todd Thousand // VP of Development, IT360, Inc.

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

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

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 Contact Center Virtual Summit Playbook & Planner

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

Schedule is being updated regularly

Sunday, July 7 - LIVE KICK OFF PARTY!

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
W.H.O.M.: How To Hire A High-Performing Team - Omar L. Harris

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

Omar L. Harris - Author of Leader Board: The DNA of High Performance Teams and Country Manager Brazil with Allergan PLC

July 8, Monday - HOW TO HIRE RIGHT

W.H.O.M.: How to Hire a High-Performing Team

We will discuss the 4 key attributes of high-performance individuals and how to source for them.

The Tools you'll learn & more about Omar

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
Creating Coachable Moments Through Speech and Text Analytics - Jeff Gallino
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
How Consistent is Your Service? - Brian Flagg
Customers Don't Care About Checklists: Delivering Radical Change For Radical Results -
LISA OSWALD
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
How Do Your Call Center Supervisors Measure Up? - Penny Reynolds

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

JEFF GALLINO - CTO and Founder, CallMiner

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

Creating Coachable Moments Through Speech and Text Analytics

Your contact center is always looking for ways to maximize agent conversations to better your business and create more positive customer experiences. Hear how to create a culture of stronger agent performance through coachable moments including automated QA and additional analytics insights from every conversation.

The Tools you'll learn & more about Jeff

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

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

PENNY REYNOLDS - Co-founded The Call Center School, and Call Center Pioneer Award winner, consultant, speaker, writer.

July 10, Wednesday - HIGH PERFORMANCE AGENT DEVELOPMENT

How Do Your Call Center Supervisors Measure Up?

The Tools you'll learn & more about Penny (Extra Bonuses)

Identify the critical role that supervisors play in call center success.
Outline best practices for selecting frontline leaders.
Identify the six core competencies for call center supervisors.

Bonuses

Discuss the most critical elements of supervisory knowledge and skills.
Review learning approaches to address supervisory training needs.
Identify ongoing resources to provide a continuous learning environment for leaders.
Assess current supervisory knowledge through online assessments.

More on this session:

Perhaps the single most important ingredient in the success of your call center is the effectiveness of your frontline leaders. But, it’s also an area where many organizations have some serious shortcomings. Recent call center studies show that:

Only 18% of companies report they have a supply of capable employees ready to fill supervisory roles.
More than 30% of frontline staff say their supervisor is effective.

The biggest contributor to attrition is the fact that the majority of staff leave because of the supervisor relationship.
One of the biggest areas of opportunity in today’s call center is to develop frontline leaders. There are three essential ingredients for assembling a “dream team” of supervisory staff in today’s call center.

Job Fit
The first is careful screening to ensure that the right individuals are stepping into supervisory roles. The overwhelming majority of frontline supervisors today were promoted into that position from being a frontline agent. While this promotion from within provides a desirable career path and ensures the supervisor understands the basic call-handling process, it does not necessarily guarantee performance success. It’s important that careful screening be used to determine which employees will be the best leaders.

Essential Skills
It’s also critical that new supervisors and team managers receive the necessary training as they move into this new leadership role. Studies show that while most new supervisors receive training through Human Resources on general supervisory and leadership skills, only about 20% of supervisors receive any call center specific supervisory training. While general supervisory classes in time management, diversity, and how to do a performance review are necessary and useful, new call center supervisors will also need some specialized knowledge and skills to be successful in this new role.

Ongoing Support
Just like frontline staff need ongoing coaching, supervisors need support too. Regular performance reviews and fine-tuning performance gaps is critical for ongoing development to ensure supervisors can provide the necessary leadership and guidance for frontline staff. This ongoing support should include access to training resources to fill knowledge gaps, coaching tips and techniques, and communities of peers and leaders to share ideas and solutions.

This seminar is designed to help you better understand what supervisors need to know and be able to do, along with options for providing the essential skills and knowledge. Since the first step in building a supervisory development plan is to assess current knowledge, attendees will have access to a Supervisory Essentials Assessment to identify knowledge gaps. Supervisors will also have access to a Self-Assessment Profile to better understand individual needs.

About Penny
Penny Reynolds is one of the industry’s leading voices in call center training and education. She co-founded The Call Center School, where she spent 15 years developing and teaching a wide range of educational programs for call center professionals. Now an independent consultant, she is a popular speaker at industry conferences and continues to write for many industry publications. Penny is the author of many call center books, including Call Center Supervision: The Practical Guide for Managing Frontline Staff, Essentials of Call Center Coaching: Supervisory Strategies for Guiding Performance Improvement, Call Center Staffing: The Complete Guide to Workforce Management, The Power of One, Power Phrasing, and Business School Essentials for Call Center Leaders. She also co-authored the series of textbooks used in the University of Phoenix Call Center Management curriculum.

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
Leaders 7 Steps to Engage for High Morale and Performance! - Kate Nasser
Engagement At All Levels Is Key - Michael Pace
Get Your Heart In The Game – The Magic of Heart Centered Leadership - Don Williams

SEE FULL SCHEDULE FOR LEADERSHIP THAT ENGAGES

David Hadobas - President and CEO, CCNG

July 11, Thursday - LEADERSHIP THAT ENGAGES

Opening Speaker: Leadership that Engages

More About David

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

July 11, Thursday - LEADERSHIP THAT ENGAGES

Gaining CX Momentum

How to OVERCOME common CX barriers and establish a program that will stand the test of time.

The Tools you'll learn & more about Nate

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

July 11, Thursday - LEADERSHIP THAT ENGAGES

Leading Innovation: Methods for Front Line Leaders

Growth through innovation is costly, complex and not at all certain. In today's rapidly changing and demanding market, customer-facing employees play a unique role in any company's innovation strategy.

The Tools you'll learn & more about Amy

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

July 11, Thursday - LEADERSHIP THAT ENGAGES

Effective strategies to boost morale and get the best out of your team

In this session we will explore methods of leadership communication that will enhance the morale and performance of your center’s workforce.

The Tools you'll learn & more about Fred

Dee Kohler - Director of Contact Center Service Excellence at Prime Therapeutics

July 11, Thursday - LEADERSHIP THAT ENGAGES

Engagement... or Relationship?

You had me at "HELLO" is more than a movie line. It is one of the key drivers of building the environment and relationships at work that result in higher productivity.
Everyone is chasing an Engagement "number." Join Dee as she shares some of the history, research and methods that some are using to drive improved culture and results.

The Tools you'll learn & more about Dee

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

July 11, Thursday - LEADERSHIP THAT ENGAGES

Leaders, 7 Steps to Engage for High Morale and Performance!

To engage and inspire your agents, you must lead morale. If you're not leading morale, you're not leading anyone. Join Kate Nasser, The People Skills Coach™, as she engages you to learn the 7 steps to engage and inspire your agents for high morale and performance.

The Tools you'll learn & more about Kate

michael pace - Vice President of Customer Care at National Notary Association

July 11, Thursday - LEADERSHIP THAT ENGAGES

Engagement At All Levels Is Key

Empowered associates are more engaged, active, and more successful.

The Tools you'll learn & more about Michael

Don williams - Keynote Speaker | Author | Transformational Leader | Entrepreneur | Mentor | Success Coach | Strategic Training

July 11, Thursday - LEADERSHIP THAT ENGAGES

Get Your Heart In The Game – The Magic of Heart Centered Leadership

Leadership that transforms people, teams and organizations.

The Tools you'll learn & more about Don

Friday, July 12 - UNLEASHING AGENT RETENTION

OPENING SPEAKER - Michael Pace
How We Changed Attendance Policies To Benefit The Business And The Associate - William White
Unleashing Agent Retention - Shawna Fuller
How Coca-Cola® Adds Life to Contact Center Employee Engagement- Joachim Rogers
Creating A Dynamic Culture Through Employee Engagement - Mary Beth Brackman
Agent Retention Is An Inside JOB - Judy Mckee
The Power Of Stay Interviews, AKA Finnegan's Arrow - Dick Finnegan
How To Provide An Amazing Contact Center Experience - Shep Hyken

SEE FULL SCHEDULE FOR UNLEASHING AGENT RETENTION

michael pace - Vice President of Customer Care at National Notary Association

July 12, Friday - UNLEASHING AGENT RETENTION

Opening Speaker: Unleashing Agent Retention

More about Michael

William White - Stuller, Inc. Executive Director - Customer Care

July 12, Friday - UNLEASHING AGENT RETENTION

How we changed attendance policies to benefit the business and the Associate

If there is ever a policy that is in place "because" it's your attendance policy. When you stop and think of it, how much sense does it actually make? In this session, I'll talk through the journey my team took to reinvent this stalwart metric.

The Tools you'll learn & more about Bill

Shawna Fuller - GiftTree Director of Customer Service/Corporate Sales

July 12, Friday - UNLEASHING AGENT RETENTION

Unleashing Agent Retention

This session will cover how to create culture to maintain high retention, the leading reason people leave and how to avoid this. I will provide a few immediate take aways that can create instant improvement as well as long term goal setting.

The Tools you'll learn & more about Shawna

Joachim Rogers - Senior Director at Coca-Cola Bottling Co. Consolidated

July 12, Friday - UNLEASHING AGENT RETENTION

How Coca-Cola® Adds Life to Contact Center Employee Engagement

Attend and learn how to get and keep employees engaged and wanting to work for you.

The Tools you'll learn & more about Joachim (Special Session)

Three main focus areas with direct impact on your culture
Strategies to build employee buy-in and ownership
The Leadership style that drives contact center success
How to create the right environment so employees thrive
Tips and techniques to overcome barriers between leaders and employees
The most important components of communication
7 essential elements driving leadership everyday
Examples of employee-led engagement teams
The 3 C’s of a successful Contact Center

For many, managing morale and employee engagement in a contact center is a complete mystery. One thing that can magnify its complexity is due in part to the transient perception of roles and the strong desire to micromanage agents.

Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Consolidated to learn about steps you can take to find your way and add life to your culture making your contact center a desired destination.

Attend and learn how to get and keep employees engaged and wanting to work for you. Learn about the little things that have the biggest impact on employees and how to create an environment that motivates.

Explore with Joe the subtle changes that you can make (and ask your agents to commit) which will make your contact center world-class.

About Joachim

Joachim “Joe” Rogers is Senior Director – Customer Care Center for Coca-Cola Bottling Co. Consolidated (CCBCC), the nation’s largest independent Coca-Cola bottler. Joe currently heads Coca-Cola’s Inside Sales and Service team with that business-to-business sales and reactive service calls to over 77,000 CCBCC customers. Prior to Coke, Joe served as a Director in Individual Client Services at TIAA, a Fortune 100 financial services company. His area provided investment guidance and customer service to customers worldwide. In 2016, he and his wife launched the Amani Marie Foundation, a non-profit organization focused on economic mobility in the Charlotte, NC community.

Mary Beth Brackman - Client Service Center Manager at Pinnacle Financial Partners

July 12, Friday - UNLEASHING AGENT RETENTION

Creating a Dynamic Culture through Employee Engagement

This session will give ideas on how to create a family culture that builds agent relationships in a virtual environment. In today’s society it’s crucial to cultivate culture in your work environment for retention and working smarter not harder. In applying these techniques Pinnacle’s North Carolina experience higher engagement.

The Tools you'll learn & more about Mary Beth

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

July 12, Friday - UNLEASHING AGENT RETENTION

Agent Retention is an Inside JOB

The upset is never the upset! Remember that. How to STOP fixing the Agents and Start Building up a TEAM that wants to STAY! IN today's call center world, it costs from $20,000 to $20,000 and that stat is from SalesForce! Let's STOP this madness. People do come to work to do a good job. In this session, you will learn the three reasons agents leave and how to fix them all!

The Tools you'll learn & more about Judy

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

July 12, Friday - UNLEASHING AGENT RETENTION

The Power of Stay Interviews, AKA Finnegan's Arrow

Combine historic low unemployment, millennial job-hopping, and the usual new-hire revolving door turnover...and employee retention becomes THE critical metric to improve productivity. This session provides fresh-thinking with no reference to surveys, pay, or any other "same old" solution.

The Tools you'll learn & more about Dick

SHEP HYKEN - Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

July 12, Friday - UNLEASHING AGENT RETENTION

How to Provide an Amazing Contact Center Experience

About Shep

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

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

How’d You Like To Access World-Class High Performance Contact Center Masterclasses?

These sessions will show you the strategies that top people in the industry use and recommend. For a limited time, you can get FREE access to this exclusive content right here.

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

Why Should I Sign Up For
Contact Center Virtual Summit?

Once-In-A Lifetime Curated Speakers &
Actionable Content

The very best strategies explained by the top Contact Center experts in the world (hand-picked just for the Contact Center Virtual Summit.)

You Don’t Even Need To Leave Your Center — Attend From Your Computer, Phone or Tablet

There’s no flight or hotel room to book… save thousands of dollars and avoid losing precious time away from work and your family. And access many more education opportunities and tools!

World-Class Quality Content and MUCH MORE!

This not your ordinary contact center conference. You get more sessions, more tools, more bonus materials, more networking opportunities, more access to experts and the opportunity to save thousands with specially curated offers!

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

High Performance Agent Optimization Strategies Revealed By The Top Contact Center Experts In The World

Your journey to high performance agent optimization could go one of two ways:

Long & Difficult Way

You could spend thousands of dollars, countless hours and mental anguish trying to implement "OLD" outdated Agent Performance Optimization strategies that have been handed down that aren't effective anymore (or worse...damaging!) that lead you to ultimate failure.

Easy & Fast Way

You could sign up for the Contact Center Virtual Summit today and get modern and high performing insights from the top Contact Center experts. You owe it to yourself to learn the best ways for High Performance Agent Optimization.

If you’re looking for your average, run-of-the-mill contact center conference, you’ve come to the wrong place.

If you’re looking for the top CONTACT CENTER strategies that are working right now, delivered to the comfort of your own home, then you’re in the right place.

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

MEET YOUR HOSTS

Jim Rembach & Abraham Venismach

Jim & Abraham here,

We are the producers and organizers of the Contact Center Virtual Summit.

Abraham is an Epic Virtual Summit producer and organizer. The Virtual CX Success Summit and the Contact Center Virtual Summit are two examples of Abraham's fine work in the area of Epic Virtual Summits.

Jim, has more than 20 years of contact center experience, beginning his career on the frontline. As the president of Call Center Coach and a world-recognized CX and contact center thought leader, he has amassed a wealth of insights into optimizing agent performance.

Now together we are bringing you the Contact Center Virtual Summit to help you implement the modern ways that work best to retain, develop, and retain contact center agents.

If you are ready to put in the work, we're here to show you the way.

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Customer Service Professionals

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Making Excellent Customer Service the Standard

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Customer Service Champions

100K+ Members

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

MEET OUR SpeakerS...

SpeakerS Featured In

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

The speakers last year were fantastic!

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

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

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

Jim Rembach, Abraham Venismach & Guests

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

SEE FULL SCHEDULE FOR HOW TO HIRE RIGHT

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

Opening Speaker: How to Hire Right

More about Stuart

NEAL TOPF - President and Co-founder of Callzilla

A few hiring tips from the contact center floor

The Tools you'll learn & more about Neal

Laura Sikorski - ​Contact Center Makeover Expert

Hiring right means happy customers

The Tools you'll learn & more about Laura

Steve DiGioia - ​Customer Service Crusader, Author, & Trainer

Stop Focusing on the Resume So Much

The Tools you'll learn & more about Steve

Omar L. Harris - ​​Author of Leader Board: The DNA of High Performance Teams and Country Manager Brazil with Allergan PLC

W.H.O.M.: How to Hire a High-Performing Team

The Tools you'll learn & more about Omar

SEE FULL SCHEDULE FOR SUCCESSFUL ON-BOARDING

linda harden - ​Publisher of Contact Center Pipeline

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

Lowering Training and Attrition Costs through Effective On-boarding

The Tools you'll learn & more about Randy

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

How Important is On-Boarding

The Tools you'll learn & more about Kelli

sean hawkins - Group Manager, Customer Success at UBM plc

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

The Tools you'll learn & more about Sean

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

Common Mistakes to Avoid When On-Boarding New Staff

The Tools you'll learn & more about Colin

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

The On-Boarding Excellence Journey

The Tools you'll learn & more about Mark

SEE FULL SCHEDULE FOR HIGH PERFORMANCE AGENT DEVELOPMENT

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

Opening Speaker: High Performance Agent Development

More about Vicki

JIm Iyoob - Chief Customer Officer for Etech Global Services

HI+AI - The Right Formula for Performance Management

The Tools you'll learn & more about Jim

JEFF GALLINO - ​CTO and Founder, CallMiner

Creating Coachable Moments Through Speech and Text Analytics

The Tools you'll learn & more about Jeff

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

How Consistent is Your Service?

The Tools you'll learn & more about Brian

Jacquline Morales - Bestow Chief Insurance Officer

Motivating In a Digital 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)

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

The Tools you'll learn & more about Leslie

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

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

The Tools you'll learn & more about Lisa

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

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

The Tools you'll learn & more about Rebecca

TODD HIXSON - ​Capacity Manager at Hulu

Schedule and Forecast to Help Agents Win

The Tools you'll learn & more about Todd

PENNY REYNOLDS - ​​Co-founded The Call Center School, and Call Center Pioneer Award winner, consultant, speaker, writer.

​How Do Your Call Center Supervisors Measure Up?

The Tools you'll learn & more about Penny (Extra Bonuses)

SEE FULL SCHEDULE FOR LEADERSHIP THAT ENGAGES

David Hadobas - ​President and CEO, CCNG

Opening Speaker: Leadership that Engages

More About David

Laura Sikorski - Contact Center Makeover Expert

Steve DiGioia - Customer Service Crusader, Author, & Trainer

Omar L. Harris - Author of Leader Board: The DNA of High Performance Teams and Country Manager Brazil with Allergan PLC

linda harden - Publisher of Contact Center Pipeline

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

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

JEFF GALLINO - CTO and Founder, CallMiner

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

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

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

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

TODD HIXSON - Capacity Manager at Hulu

PENNY REYNOLDS - Co-founded The Call Center School, and Call Center Pioneer Award winner, consultant, speaker, writer.

How Do Your Call Center Supervisors Measure Up?

David Hadobas - President and CEO, CCNG

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

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

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

Dee Kohler - Director of Contact Center Service Excellence at Prime Therapeutics

michael pace - Vice President of Customer Care at National Notary Association

Don williams - Keynote Speaker | Author | Transformational Leader | Entrepreneur | Mentor | Success Coach | Strategic Training

michael pace - Vice President of Customer Care at National Notary Association

The Tools you'll learn & more about Bill

Joachim Rogers - Senior Director at Coca-Cola Bottling Co. Consolidated

Mary Beth Brackman - Client Service Center Manager at Pinnacle Financial Partners

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

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

SHEP HYKEN - Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Why Should I Sign Up For
Contact Center Virtual Summit?

Once-In-A Lifetime Curated Speakers &
Actionable Content

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FREE Contact Center Virtual Summit