Get a FREE Pass so you don't miss out

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

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 ONLINE EVENT | JULY 7 – 28, 2019

World's Largest Online Contact Center Virtual Summit  #contactcentervs

Brought to you by

Call Center Coach
Dash Trainer
CustomerServ
Etech Global Services
Gridspace
Proscheduler

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

SPEAKERS FEATURED IN


"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.

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.

Testimonials

CCVS is amazing...

CCVS is amazing, a lot of things I have learned and definitely I will implement in my day to day. Thank you for all you do!!

Adriana Osorio  //  VP Customer Experience Officer - Helm Bank USA

The sessions were all exceptionally good...

"Congratulations on putting together an amazing Contact Center Virtual Summit; the sessions were all exceptionally good."

JD Fairweather  //  Omni-Channel Customer Experience Advisor | Customer Journey Behavior and Emotion Analyst | VP @ Taylor Reach Group

You are an outstanding facilitator...

You are an outstanding facilitator - better than most I have heard!  It is obvious that you know our industry well.

Ivy Meadors   //  Professional Speaker, Consultant, Coach

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 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.

"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


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

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

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

Joe 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)

JoAnna Brandi

Certified Chief Happiness Officer helping organizations use the Science of Happiness to get a competitive advantage!

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

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

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

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

Dee Kohler

Dee Kohler

Director of Contact Center Service Excellence at Prime Therapeutics

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

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.

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®

SCHEDULE OF EXPERT SESSIONS


Sunday, July 7 - LIVE KICK OFF PARTY!

Jim Rembach, Abraham Venismach & Guests

July 7, Sunday -  FACEBOOK LIVE KICK-OFF

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

Join us in this FACEBOOK LIVE Kick-Off 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

EXECUTIVE OPENING EXPERT SESSION

Lance Gruner EVP, Global Customer Care at Mastercard | Keynote Speaker | CX Expert


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
  • WORKING BACKWARDS TO HAPPINESS - JoAnna Brandi

SEE FULL SCHEDULE FOR HOW TO HIRE RIGHT


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
  • Common Mistakes to Avoid When On-Boarding New Staff - Colin Taylor
  • The On-Boarding Excellence Journey - Mark Brody
  • THANKS FOR COMING IN TODAY! - Charles Ryan Minton

SEE FULL SCHEDULE FOR SUCCESSFUL ON-BOARDING


Wednesday, July 10 - HIGH PERFORMANCE AGENT DEVELOPMENT


  • OPENING SPEAKER - VICKI HERRELl
  • HI+AI - The Right Formula for Performance Management - JIM IYOOB
  • Critical Questions to Address to Avoid Speech Analytics Failure - Roger Lee
  • Creating Coachable Moments Through Speech and Text Analytics - Jeff Gallino
  • Motivating In a Digital World - ​JACkie 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
  • Scoreless QA: How to Focus on Behaviors and Forget About the Numbers - 
    Justin Robbins

SEE FULL SCHEDULE FOR HIGH PERFORMANCE AGENT DEVELOPMENT


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
  • Get Your Heart In The Game – The Magic of Heart Centered Leadership - Don Williams
  • HOW DO YOUR CALL CENTER SUPERVISORS MEASURE UP? Penny Reynolds

SEE FULL SCHEDULE FOR LEADERSHIP THAT ENGAGES


Friday, July 12 - UNLEASHING AGENT RETENTION


  • OPENING SPEAKER - Michael Pace
  • Agent Retention is Not An Accident - Michael Replogle
  • How We Changed Attendance Policies To Benefit The Business And The AssociateWilliam White
  • Unleashing Agent RetentionShawna Fuller
  • How Coca-Cola® Adds Life to Contact Center Employee EngagementJoe Rogers
  • Creating A Dynamic Culture Through Employee EngagementMary Beth Brackman
  • Agent Retention Is An Inside JOBJudy McKee
  • The Power Of Stay Interviews, AKA Finnegan's ArrowDick Finnegan
  • SCHEDULE AND FORECAST TO HELP AGENTS WIN - Todd Hixson
  • HOW TO PROVIDE AN AMAZING CONTACT CENTER EXPERIENCE - Shep Hyken

SEE FULL SCHEDULE FOR UNLEASHING AGENT RETENTION

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


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.

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,  while accessing 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!

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 aren't effective anymore or worse...damaging!

Easy & Fast Way

  • You could sign up for the Contact Center Virtual Summit today and get cutting edge 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.

MEET YOUR HOSTS

Jim Rembach & Abraham Venismach

Jim & Abraham here,

We are the producers 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 latest ways that work best to develop, and retain contact center agents.

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


Brought To You By

Platinum Sponsors

Call Center Coach

The industry’s first and only blended and virtual learning system for rapid skill development that contains a Community of Practice (CoP), boot camps, industry insight webinars, micro-learning, elearning and virtual coaching for emerging and existing contact center supervisors.

Reduce call center agent training and on-boarding time up to 90%!
Using our SaaS-based solution agents learn everything they need to know instantly without spending weeks in training. 

Gold Sponsors

Advancing total quality management and remarkable call center performance with the perfect formula of HI + AI.

CustomerServ, founded in 2006, is an outsourcing ecosystem bringing three decades of data, expertise and a rigorous vetting process to help our clients find, select and retain their best call center and BPO vendors. CustomerServ has vetted over 620 vendors since 2006, taking the guesswork out of choosing the right provider on-shore, near-shore and off-shore.

CallMiner Eureka leverages Artificial Intelligence (AI) and Machine Learning (ML) to analyze every customer interaction, across all channels, and automatically uncover actionable intelligence.

Gridspace Sift gives you the power to capture, understand, and handle conversations in real-time. We process tens of millions of interactions for top businesses every year.

Associate Sponsors

Proscheduler

Intuitive Workforce Management - Our WFM Solutions are user-friendly, enterprise-class systems made for the contact center industry. Our tools can help you and your center produce optimized schedules within minutes, saving time and resources. Our goal is to help you create the best customer experience for your clients while ensuring the highest levels of employee engagement and satisfaction.

Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one uniting unified communications (UC), contact center (CC) and communications platform (API) functionality in a single, cloud-native software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing, and a 100% SLA uptime guarantee. Learn more at edify.cx.


Media Partners


Customer Service Professionals

150K+ Members

Making Excellent Customer Service the Standard

50K+ Members

Customer Service Champions

100K+ Members


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


These sessions will show you the best 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.

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