Contact Center & Customer Service Summit

Upcoming Event Dates


Fit a year's worth of meetings in 2 action-packed days. The event registration is no cost to qualified delegate attendees.


What you can expect:

  • Meet one-on-one with solution providers specific to your current project needs
  • Attend workshops and sessions 
  • Network with peers from leading companies
  • Receive complimentary event registration, hotel accommodations, and meals at a luxury venue

Check if you qualify to attend as a delegate:

  • You are a Contact Center and Customer Service decision-maker (Manager, Director, or VP)
  • You work for a mid- or large-sized company actively seeking solutions

How the event works:

  • You select the solution providers you're most interested in meeting
  • Your interests shape your agenda of one-on-ones and sessions
  • We continue to add workshops up until the event
  • We cap our attendance at 50 spots
  • We hold the event twice a year and rotate regionally

Why you should attend as a delegate:

  • It's a more efficient way to source solution providers, and to get custom attention specific to your needs
  • You'll make profitable connections to help further your business goals
  • You'll stay up-to-date about the latest trends and technology advances in your industry


Forum Events has 20+ years of experience holding successful events across multiple markets. We're dedicated to providing you with a complete VIP experience from start to finish.


For More Information Please Contact...

Slade Cheong – Event Manager
941-894-9569  |  email

Ben Firsick – Delegate Coordinator
800-727-5257 ext 2122  |  email

Contact Center & Customer Service Summit in Washington, DC
April 15 & 16, 2019

Event Workshops Include...

Empower and engage employees to deliver great service
Presented by Dee Nilles, Consulting Director, Contact Center Operations for Gameffective

Use gamification, microlearning and data-driven, real-time feedback to make your agents shine

While you can optimize anything from call routing to staff scheduling, few things will have as much impact on your business as employees’ day-to-day behaviors and performance. Join this session to learn how you can drive agents to adopt desired behaviors, build proficiencies and become enthusiastic about your brand and services. Best of all, you will learn how to do this sustainably and at scale, across different sites, units and channels. In this session we will review tools like gamification, automated, data-driven feedback, adaptive microlearning and team-manager dashboards. We will show how you can implement these tools immediately in your business. Lastly we will review how they can impact your businesses and how you can measure it. This will be an interactive session where you will be encouraged to participate, ask questions and apply what you learn in practice.

Enhancing CX: By Focusing on the Right Metrics & Improving Agent Productivity
Presented by Rich Fox, Vice President Contact Center Solutions, Product for Evolve IP

Additional details on what we plan to cover as part of the above mentioned topic:

  • Industry Challenges associated with Metrics, Agents & Remote Workers
  • 5 Key Steps to Improve Your Metrics, Reporting & Analytics
  • Tools to Enhance your In-house & Remote Agent’s Productivity
  • Important Considerations
  • Keeping it all compliant

“Resolving the Retention Riddle”
Presented by Colin Taylor, CEO & Chief Chaos Officer, The Taylor Reach Group

Resolving the Riddle of Retention

A strong economy, declining unemployment leads to higher wages and labor shortages. The impact on your center lower employee retention causing increased costs, lower satisfaction and increased customer defections. Attend this session to learn;

  • What are the common causes of attrition?
  • What are the most commons strategies for reducing attrition?
  • What these strategies are missing and how you can take a holistic approach to get a better handle on controlling attrition?


Unlocking the Potential of Data to Enhance the Customer Experience
Presented by Mike Morrison, Senior Vice President, Global Sales for the Merchants Group

Join merchants for an interactive session of Customer Experience being driven through analytics; this can result in driving big changes in business through some easy to implement tweaks in your processes. By correctly analyzing your existing data, you’re able to enhance the overall brand experience.  Join Mithum Singh, GM Operational support at Merchants, and Michael Morrison, who heads up the Global Client Management for the Merchants Group, as they further explore the insights from the Dimension Data Global Customer Experience Benchmarking report 2019. They will illustrate the importance of leveraging technology to create brilliant, positive and easy customer experiences. As well as tangible solutions to maximize productivity, delivering a substantial saving and seamlessly managing omnichannel environments ensuring maximum efficiency.



Washington Marriott Wardman Park

2660 Woodley Road NW
Washington, DC 20008

Website  |  Map & Directions

Washington, DC

April 15 & 16, 2019

Areas Covered

  • Address Management
  • Agent Coaching and Monitoring
  • Agent Desktop Solutions
  • Analytics
  • Artificial Intelligence
  • 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
  • Gamification
  • Headsets
  • Home Agents
  • Intelligence Augmentation
  • Interactive Voice Messaging
  • IVR
  • Knowledge Management
  • 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
  • Toll Free
  • Training and Development
  • Unified Communication
  • Virtual Call Centers
  • Virtual Contact Centers
  • Voice Quality Monitoring
  • Voice Self Services
  • VOIP
  • Web Presenter Technology
  • Web Self Service
  • Workforce Management/Optimization

Confirmed Vendors

Latest Press Release

2018 Spring Boston Contact Center & Customer Service Summit Testimonials

posted by Laura Dykstra on Friday May 4, 2018

We were delighted with the positive experience our delegate attendees and solution providers had in Boston at our Spring Contact Center & Customer Service Summit! Here is a sample of the great feedback they provided: Delegate Attendees: “The Summit was great! It surpassed our expectations. Laura was great to partner with from start, to finish. The event was very well run, organized, fun...