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 Atlanta, GA
April 24 & 25, 2017

Event Workshops Include...

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.


Designing Your Strategy to Take Your Customer Care to the Next Level
Presented by Steve Brubaker, Chief of Staff at InfoCision Management Corp., & Author


Beyond the Paycheck: The Rewards of Recognition—Help Employees Feel Appreciated with Low & No-cost Recognition
Presented by Dr Bob Nelson, Thought Leader I HR Strategist | Best-Selling Author I President & CEO, Nelson Motivation, Inc.

Recognition for performance represents the single most validated principle for driving desired behavior and performance in today’s challenging, fast-paced times.  The primary reason why managers don’t use recognition is because they report “they aren’t sure how to do it well,” according to doctoral research by Bob Nelson, the primary thought leader on this topic and an international best-selling author of the multi-million copy 1501 Ways to Reward Employees (now in its 62nd printing).  Far from being a “fuzzy feel-good notion,” Dr. Nelson will show you practical ways as to how you can get your managers to treat employees in a way that maximizes their willingness to use their best efforts on a daily basis to create an exciting, positive work environment that produces more focused, competitive employees that better serve the strategies of the firm.  Attendees will learn:

  • Recent research about what most motivates today’s workers in challenging time
  • The principles of effective recognition and how to put those into practice
  • How to utilize employee recognition and engagement tools to drive desired outcomes
  • Managerial techniques you can apply immediately & the motivation to want to do so
  • How to build and sustain progress, keeping your recognition efforts fresh and relevant        

Managing & Motivating the Millennials – Understanding, Attracting, Motivating and Keeping the Youngest Generation that is Entering the Workplace
Presented by Dr Bob Nelson, Thought Leader I HR Strategist | Best-Selling Author I President & CEO, Nelson Motivation, Inc.

The Millennials, the generation of workers born between 1980 and 2000 now make up the largest percentage (36%) of employees in the workforce. As featured in a CBS 60-Minutes interview with Morley Safer—multi-million copy best-selling author Dr. Bob Nelson (1501 Ways to Reward EmployeesRecognizing & Engaging Employees For Dummies), shares his insights on this latest generation and how members of that generation are reshaping work environments across the country. This generation will cause companies to reassess and strategically realign all aspects of the employment contract to wrap around the life experiences and expectations unique to this generation.  The subsequent changes will affect all workers -- even those not a part of this generation -- as work rules about how work gets done (eg, telecommuting/working hours, increased autonomy/flexibility, group processes/collaboration, enhanced efficiencies via technology, world perspectives and social issues, etc) will become permanently redefined.  In this session, Dr. Nelson will share positive, practical strategies to accommodate the predominant shift in worker demographics, the assets and liabilities this generation brings to the workplace and show managers and executives (most of whom are Baby Boomers) how to strategically adapt to and align with the needs and expectations of these younger workers.  Topics covered will include:

  • Profile of the Millennials & What Makes Them Tick?
  • Key Personal & Cultural Influences
  • Events That Shaped the Millennial Perspective
  • Millennial Work Attributes & How to Maximize Each
  • Management Techniques for Motivating & Retaining Millennials

How Customer Service and Company Culture are unavoidably linked- and repaired together
Presented by Lisa Rueth, CEO of Cultivate Leadership a Leadership Consulting Firm Dedicated to Leadership Science, OD Consultant and Executive Coaching.

Customer Service is the “how” of our business, not the what. In spite of our best efforts to recruit the “right people” and create the “right training,” we are almost always fighting a battle to live up to our ambitions for how customers are served…except for those who aren’t. This session will deep dive into what company culture is, why it is directly correlated to the service employees give and the things that create winning cultures. Service, like culture, can feel like such a mystical concept that it becomes a mystery to create or repair. Organizational Development Consultant Lisa Rueth will demystify culture creation and service culture in three very tangible steps, using case studies and research to translate this “social science” into strategic moves your leadership team should be focused on.

Learning Objectives:

  1. Understanding that service is product of culture and completing a self-diagnosis to understand where your culture is creating or competing with your customer service ambitions.
  2. Unpacking culture- making culture creation tangible with 3 simple leadership steps
  3. Review best and worst practices with case studies that show the direct correlation to employee and customer satisfaction hidden in our most common practices that secretly undermine our values.

Inspiring Exceptional Performance: Taking Initiative – Tap into the Initiative of Every Employee, Spark Employee Ideas and Innovation, Make Jobs More Fulfilling
Presented by Dr Bob Nelson, Thought Leader I HR Strategist | Best-Selling Author I President & CEO, Nelson Motivation, Inc.

Do you want to inspire exceptional performance? In this presentation, Dr. Nelson will share his research and strategies for getting all employees to take initiative and be more innovative in the workplace today as based on two of his books: Please Don’t Just Do What I Tell You to Do—Do What Needs to Be Done! and 1001 Ways to Take Initiative at Work. He will show you how to overcome obstacles that employees are likely to encounter when pursuing new ideas and persevere with those ideas they most believe in. He will focus on the small things that can be done to start to make a BIG difference in your workplace as well as strategies employees can use for "keeping their commitment to their commitment.” Dr. Nelson shows how organizations today can create a competitive advantage through its employees by tapping into the energy, ideas and creativity of every member of the organization. Attendees will leave this session with a practical plan and techniques for immediate implementation back on the job. In this session you’ll learn: 

  • The Benefits of Increased Initiative to Employees and the Organization
  • The Ultimate Expectation: Getting Employees to Focus on What Needs to Be Done
  • The 4 Ps of Initiative: Positive Accountability, Preparation, Presentation & Persistence
  • Helping Employees Learn from Their Mistakes in Taking Initiative
  • I-Power: A Proven System for Harnessing the Power of Employee Suggestions

Organizational Design: Why nothing happens until Strategy, Structure, Process, Metrics & Rewards align
Presented by Lisa Rueth, CEO of Cultivate Leadership a Leadership Consulting Firm Dedicated to Leadership Science, OD Consultant and Executive Coaching.

Having spent over a decade on Organizational Development, people development, talent management and culture engineering, some organizations are haunted by reoccurring ghosts that sabotage performance, engagement, culture and customer experience. In a back-to-basics look at OD as Organizational Design, OD Consultant Lisa Rueth walks through the design elements that must mature and change, as your market, customers and demand does. Through engaging storytelling and case studies, this session will cover three methods used to create organizational capacity at the speed of your growth: Organizational Maturity Model, The Star Model & Capacity Building in the Strategic Plan. This winning combination helps to create scalable, engaged and high performing organizations where chaos and conflict used to live. Whether you have grown significantly or if you have endured much change, this session will help you systematically map your way from reactive to proactive.

Learning Objectives:

  1. Understand the term Organizational Design: Strategy, Structure, Lateral Processes, Systems/Tools, Rewards & Competencies
  2. Review the Maturity Model and identify where your organization or team is right now, compared to where your strategy demands that you go
  3. Review three cases of mistaken diagnosis- when organizations spend a lot of money on training, culture & performance improvement only to find out that organizational design is in their way.

Venue

Atlanta Airport Marriott Gateway

2020 Convention Center Concourse
Atlanta, GA 30337
800 897 1910

Website  |  Map & Directions
Discover the Atlanta Airport Marriott Gateway hotel, a Silver LEED-certified hotel after a 2-minute free ride on the ATL SkyTrain from Hartsfield-Jackson International Airport. As one of the top hotels at the Atlanta Airport, Marriott Gateway boasts over 400 guest rooms and hotel suites with soundproof windows, iHome accessories and spacious work areas. Guests will enjoy unique and contemporary amenities at this hotel, including a refreshing indoor saline pool and savory cuisine and cocktails at Champions. With more than 21,000 square feet of meeting space, Atlanta Airport Marriott Gateway is ideal for productive meetings and sophisticated soirees. Plus, as one of the premier hotels near Georgia International Convention Center, guests can take advantage of an additional 400,000 square feet of technologically advanced event space, just steps away. The Atlanta Airport Marriott Gateway is an excellent landing, perfect for family reunions, corporate gatherings or your next Atlanta layover.

Atlanta, GA

April 24 & 25, 2017


Official Media Partner:

CRM Xchange

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