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

Jared Glasser – Delegate Coordinator
800-727- 5257 x2138  |  email

Confirmed Vendors

Contact Center & Customer Service Summit in San Diego, CA
October 14 & 15, 2019

Event Workshops Include...

Empower and Engage Employees to Deliver Great Service
Presented by Dee Nilles, Consulting Director, Contact Center Operations at 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.

Managing Spikes in Call Volume
Presented by Michael Roberts, Account Manager at Fonolo

In this session, you'll learn:

  • The role of the voice channel
  • Tracking your call volume data
  • How call-backs provide better control across all channels

The Revolution of the Bots in the Omnichannel World!
Presented by Eduardo Malpica, Chief Knowledge Officer at Altitude Software

Are chatbots going to be part of the omnichannel experience, engaging and informing customers? The rise of digital transformation has accelerated customer relationships and customers have more knowledge than ever before and expect a higher degree of personalization to feel valued. Find out how bots are stirring up the omnichannel customer experience. 

CX in a Digital World: Driving CX through Analytics
Presented by Mithum Singh, Executive of Transition & Optimisation at Merchants

Join Mithum Singh at Merchants for an interactive session of how Customer Experience being driven through analytics can result in driving big changes in business through some easy to implement tweaks in your processes. By correctly analysing your existing data, you’re able to enhance the overall brand experience. Explore the insights from the Dimension Data Global Customer Experience Benchmarking report 2019. They will illustrate the importance of leveraging technology to create the right experiences for the customer. As well as share tangible solutions to maximise productivity, delivering a substantial saving and seamlessly managing multi-channel and omni-channel environments ensuring maximum efficiency.

Best Practices to Empower Remote Workforce and Call Center Agents Using Next-Gen Collaboration Tools
Presented by Ben Edwards, Soltuions Engineer at Evolve IP

According to research, contact centers with highly engaged workforce out-perform their competitors by 147%. How do you know you are making the best use of your contact center technology to improve agent productivity and business efficiency?

In this seminar, we will discuss different aspects of contact center technology and collaboration tools that you can utilize to help your call center agents and remote workers deliver a great customer experience, including:

  • Challenges associated with today's call center agents and remote workers
  • Considerations to enhance your in-house & remote agents' productivity
  • Tips to maximize your contact center technology
  • Determine cultural, legal and financial considerations
  • Additional reccommendations to improve business efficiency with your mobile workforce

How Better Data Leads to Better Agent Coaching
Presented by Adam Settle, VP of Product at Sharpen Technologies

You know in your gut you could be getting more from your agents. You also know that your managers and admins are drowning in data,but getting very little insight. The good news is that these are not two problems. They’re two sides of the same issue, and it’s fixable. If you’re struggling to get your bearings around coaching your agents to provide better customer experiences, you’ll want to join Sharpen’s VP of Product, Adam Settle. He’ll share from his years of experience training and coaching at companies like Apple and Angie’s List. Learn what data-fueled coaching looks like, how to create a better agent experience, and how to keep one eye on the future while improving the present.

Improve Customer Satisfaction by Improving Employee Retention
Presented by Nina Brown, VP of Client Solutions at Datamark

In this session, we will:

  • Explore the benefits of employee engagement
  • Explore the effects of company culture on call center agents
  • Explore methods for increasing employee retention in the call center
  • Explore the ultimate effect on your customers if you implement a successful framework where employees will thrive long-term


Hyatt Regency Mission Bay Spa & Marina

1441 Quivira Road
San Diego, CA 92109

Website  |  Map & Directions

San Diego, CA

October 14 & 15, 2019

Confirmed Vendors

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
  • Gamification
  • Headsets
  • Healthcare Advocates
  • Home Agents
  • Intelligence Augmentation
  • 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
  • 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

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...