Contact Center & Customer Service Summit

Upcoming Event Dates

 

Fit a year's worth of meetings in at this action-packed networking event. There is no registration cost for 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

Gina Vicino – Delegate Coordinator
800-727-5257 x2273  |  email

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

Sample of Current and Past Vendors

Contact Center & Customer Service Summit in Boston, MA
April 6-8, 2020

Panel

Employee Experience: Is Your Company Living Up to Expectations?

When we think of “employee experience (EX),” the number of years a worker has with a specific skillset comes to mind, but that’s not the case. In today’s candidate-driven market, EX refers to the experience you are offering employees that work at your company. By offering employees a favorable experience, you’re more likely to retain your top performers longer. But how do you go about offering a terrific EX? In this panel discussion, your leadership peers will cover the ways in which their company successfully implements a good EX and offer strategies for you to take home and try out at your organization.


Roundtables

Using KPIs and Metrics to Gauge Agent Success

Are you using metrics to measure and track the success of your call center and customer service staff? If so, what key performance indicators (KPIs) and other metrics are you using? When you attend this roundtable session, you and your peers will discuss what KPIs have been most successful, new and trending metrics, and other ways to track the success of your staff.


Increasing Agent Engagement and Long-Term Retention

Call centers have notoriously high turnover rates. On average, call centers in the U.S. have turnover rates of 30-45%, according to the Quality Assurance and Training Connection (QATC). In order to curb attrition in your company, you must focus on employee engagement and retention strategies. Share which strategies have been most successful and learn new strategies from your peers when you attend this roundtable session. 


Venue

Hyatt Regency Boston Harbor

101 Harborside Drive
Boston, MA 02128
16175686060

Website  |  Map & Directions

Boston, MA

April 6-8, 2020

Sample of Current and Past 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...