Contact Center & Customer Service Summit

The Contact Center & Customer Service Summit is a complimentary business networking event catered to Vice President and Directors of Contact Centers' and Customer Service individual needs. With the ever changing industry landscape of keeping in contact with current and potential customers, it is important to stay on top of trends and constantly evaluate technological and productivity strategies.

Upcoming Event Dates

The Contact Center Summit is an event designed to bring VP and Directors of Contact Centers, “Delegates”, together with each other and the solutions they need.

The Contact Center Summit gives attendees access to cutting edge workshops, opportunities to share information with peers, and new products, services and technologies. With the top minds in the Contact Center Industry under one roof, the mutual learning experience is one of a kind.

We understand how busy the day-to-day work environment is for Contact Center Decision Makers, our event gives ‘Delegates’ the chance to leave behind the day-to-day hustle for a couple days to sit down with solution providers who can tailor their services to a specific project or goal and educate in industry trends. Besides meeting with solution providers, the event offers a chance to share information with peers who face the same issues and attend workshops where industry experts will share insights into an array of categories.

The Forum Experience includes:

  • Luxury Venue.
  • Hotel Included.
  • Meals and Refreshments Included.
  • Educational Workshops.
  • Customized Itinerary based on YOUR selected meetings.
  • Relaxed Professional Environment.
  • Unparalleled Networking Opportunities.
  • “No Hard Sell Environment”

With only 50 complimentary spots available, book TODAY to avoid disappointment.

For More Information Please Contact...

Shane Doherty – Event Manager
(941) 925-7585 x8166  |  email

Millie Kelly – Event Manager
(941) 925-7585 x8163  |  email

Mariya Lebedeva – Delegate Coordinator
(941) 925-7585 x2224  |  email

Laura Dykstra – Delegate Coordinator
(941) 925-7585 x8161  |  email

Contact Center & Customer Service Summit in Denver, CO
October 23 & 24, 2017

Event Workshops Include...

Top of Mind: Engaging People That Matter Most To You
Presented by Presented by John Hall, Top Selling Author, Ranked a 'Must See Speaker' by Forbes

Opening key-note.

  • The importance of authenticity and how it can affect how people advocate and bring opportunities to you
  • How to build real relationships that result in tangible business value.
  • Scaling communication to reach large numbers of people that are important to you.
  • How marketing is evolving to impact other areas like recruiting and training more than ever before.
  • Building credibility and investing in personal brands to impact business goals



CUSTOMER KARMA® - Create Genuine, Life-long Customer Relationships
Presented by Arjun Sen, President of ZenMango and renowned speaker on customer experience

Customer Karma will enlighten you about the concept of Karma and how it is critical to building happy, long-term profitable, customer relationships. The number one challenge for most multi-unit franchise organization is to be profitable without a big marketing budget.  An average brand loses 25% of its customers every year.  You must attract 30% more customers to get a net 5% increase in profits.  What if you could reduce your losses to 20%? That would immediately double your profits to 10%.

Customer Karma will set you up for a lifetime of success where you will learn:

  • How to identify the true lifetime value of your customers.
  • How to see the Big Picture by putting yourself in the shoes of your customer.
  • How to identify your brand’s Leaky Bucket®. (This dives into identifying your leaks, prioritizes them, and then how to fix the most important ones)
  • How to internalize how customers react to your product, your service and your brand.
  • How to increase revenue without a big marketing investment.

Customer Karma focuses on “building relationships” one customer at a time. It will forever change the way you view your customers.


Get Your Survey Out of a Rut: Get a Better Survey!
Presented by Martha Brooke, Chief Customer Experience Analyst and Founder of Interaction Metrics

Is your survey tuning customers out? Nearly every company has a customer satisfaction survey—but rarely do those surveys uncover actionable insights. There’s a better way. Join Martha Brooke, Chief Customer Experience Analyst and Founder of Interaction Metrics, to learn about common survey biases, misconceptions and other mistakes. Then, get the 6-step process you need for accurate data, deep understanding, and concrete change.

Your takeaways include:

  • Tips to improve your survey immediately
  • A meaningful definition of customer experience to guide your feedback program
  • 5 common survey mistakes
  • Metrics and a process to uncover actionable opportunities

Supervisor 101: What supervisors really need to monitor & coach performance
Presented by Lisa Rueth, CEO of Cultivate Leadership a Leadership Consulting Firm Dedicated to Leadership Science, OD Consultant and Executive Coaching.

Most contact centers promote their top performers; some sink and some swim under the pressure, causing huge losses in time and energy for everyone. This session covers the basics that every people manager should have if they are expected to coach performance and manage and motivate a team while pleasing customers and superiors. Participants will learn the basic "7 critical steps" managers must know how to pass employees through and the “7 core conversations” they use to manage with. The delicate balance managers must maintain to be effective conduits of the organization's goals and constant coaches for those doing the work, requires conscious competency in the most important supervisory skills… yet most organizations do not have a formal manager training program that standardizes and teaches these skills. This session will cover the responsibility of your supervisors and those who develop them-- by focusing on easy to replicate, step-by-step models to implement immediately!

Learning objectives:

  • Discuss the 7 Critical Steps of Performance and the supervisory skills to manage each one
  • Discuss the 7 Core Conversations that supervisors must be prepared to have
  • Discuss what your supervisor training program is doing well and where the gaps are in the supervisor tool kit

True Accountability: What Leadership must do to create it.
Presented by Lisa Rueth, CEO of Cultivate Leadership a Leadership Consulting Firm Dedicated to Leadership Science, OD Consultant and Executive Coaching.

If we had a dollar for every conversation we’ve had about instilling more accountability and high performance, we would all be rich. Contrary to popular-belief, accountability is a result of many management efforts, not the problem or solution to be worked on. In this session, Leadership Consultant Lisa Rueth will use real client stories to break down accountability into the six dimensions of accountability: expectations, culture, management structure, development, fact checking and feedback. Each dimension requires different skills from your people managers, this session will not only cover what they need to do, but also what they need to know to create the fantastic result of an accountability culture. Designed as a very interactive mini-workshop, you will learn the Accountability Culture Model and have time to work with others who are trying various methods to achieve better follow-through and results!

Learning objectives:

  • Unpack accountability. Learn what makes it work and where it starts!
  • Learn what your front-line managers must know and do to create it
  • Discuss the role of Sr. Management in creating accountability cultures thatchange the context of the word accountability from “discipline” to “ownership”

Communicating up, down and in-between
Presented by Lisa Rueth, CEO of Cultivate Leadership a Leadership Consulting Firm Dedicated to Leadership Science, OD Consultant and Executive Coaching.

As a Leadership and Organizational Development Consultant, Lisa Rueth has many examples of communication being at the heart of most of our most expensive business challenges: customer and employee dissatisfaction, change management, performance

problems and damaged cultures. In this session Lisa will share three case-studies of turn-arounds where communication was both the problem and the answer. However, with so many layers of communication up, down and in-between, in a global marketplace where distance, time zones, language, overuse of email and technology designed to “streamline” communication, there are many types of communication saboteurs. If you are wondering how to get your management team into a consistent, tight feedback loop while providing upper management with what they need to know from the front lines and employees and customers with consistent messaging from the top… there are three important lessons you won’t want to miss!

Learning objectives:

  • Discuss the types of communication and who “owns” each level
  • Hear about three communication projects where the management responsibility was simple, but not easy (after the fact!)
  • Understand the top-down/bottom-up model and the management competencies required to manage it

Venue

Denver Marriott Tech Center

4900 S. Syracuse Street
Denver, CO 80237


Website  |  Map & Directions

Denver, CO

October 23 & 24, 2017

 

Event partner:

CRMXchange

Areas Covered

  • Address Management
  • Agent Coaching and Monitoring
  • Agent Desktop Solutions
  • Analytics
  • Automated Call Distribution
  • Automated Customer Satisfaction Surveys
  • Automated Payment Application
  • Benchmarking
  • Business Continuity
  • Business Performance Improvement
  • Call Center Hardware
  • Call Center Software
  • Call Center Technology
  • Call Guidance and Scripting
  • Call Handling
  • Call Recording
  • Callbacks
  • Cloud-Based Solutions
  • Consultancy
  • Contact Center Outsourcing Solutions
  • Contact Center Solutions
  • CRM
  • CTI
  • Customer Experience
  • Customer Feedback
  • Customer View Technology
  • Data Management
  • Data Provider
  • Database Products and Services
  • Dialers
  • Display Boards
  • E-Learning
  • Email Management
  • Email Management
  • Headsets
  • Home Agents
  • Interactive Voice Messaging
  • IVR
  • Knowledge Management
  • Language Services
  • Live Chat
  • Loyalty Programs
  • Mobile Solutions
  • Multi-Channel Communications and Integra
  • Mystery Shopping
  • Near/Offshoring
  • Off Hours Answering
  • Office Furniture
  • On Hold Marketing
  • PCI DDS Compliance
  • Predictive Dialer
  • Quality Monitoring
  • Recruitment
  • Remote Employee Benchmarking
  • Remote Employee Solutions
  • Remote Employee Technology
  • Scripting
  • Self Service Package Solutions
  • Self Service Technology
  • Service Quality Measurement
  • Service Quality Monitoring
  • SMS
  • Social Media
  • Speech Analytics
  • Speech Technology/Solutions
  • Staff Incentives
  • Staff Motivation
  • Staff Wellbeing
  • System Integration/Configuration
  • Telemarketing - Inbound
  • Telemarketing - Outbound
  • Telephone Systems
  • Text Analytics
  • Texting
  • Training and Development
  • Unified Communication
  • Virtual Call Centers
  • Virtual Contact Centers
  • Voice Quality Monitoring
  • Voice Self Services
  • VOIP
    Inbound Toll Free, Outbound Long Distance, Outbound Toll Free
  • Web Presenter Technology
  • Web Self Service
  • Workforce Management/Optimization

Confirmed Vendors