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LINE UP OF EXPERT SESSIONS


EXECUTIVE OPENING EXPERT SESSION

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

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


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


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


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


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 Associate - William White
  • Unleashing Agent Retention - Shawna Fuller
  • How Coca-Cola® Adds Life to Contact Center Employee Engagement- Joe 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
  • 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