All entries filed under “Contact Center Summit”

2018 Spring Boston Contact Center & Customer Service Summit Testimonials

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 and informative. Having a personalized schedule, based on our needs and feedback, was key! I would highly recommend the Summit and I look forward to participating in the future.” - Cambridge Savings Bank
“I like the size of the event. It gave me an opportunity to get to know people” - CH2M/Jacobs
“Loved the setup – Best Summit I have ever attended!” - Citra Health Solutions
“Greatly enjoyed Lisa Rueth’s presentations. Worth the entire trip!” - City of Hope
“This was a great way to save time in finding solutions for our organization – A great networking opportunity and a lot of fun in between!” - Epilepsy Foundation Donation Center
“This is a great way to conduct a conference.” - LUMEDX
“Very informative – appreciated that we were able to choose vendors ahead of time. Got our brains thinking of ways we can enhance our call center.” - Meridian Health
“The event was excellent and helped me source vendors for two potential initiatives. The event was well run, I loved the venue, made a ton of new contacts and [at the] event bumped into a colleague from almost 15 years ago! Thank you for a wonderful event!” - Right Management
“Great event! Innovative approach to create win/wins. Very cost-effective approach. The team is very welcoming, professionally dressed and assisted delegates to their specific table (nice touch).” - SCAN Health Plan

Solution Providers:

“We are very pleased with the white-glove approach your team took to ensure this was a productive use of time, money, and that it was a positive experience. The level of attention to detail was exceptional, as well.” - Intelegencia

New Free Report for Customer Service Managers + Trainers

Today’s customer service reps need more knowledge than ever before. However, finding effective ways to train them—especially with their busy schedules—can be challenging.

Here are the 5 Creative Ways to Train Your Customer Service Reps on everything from new technology to company policy.


Testimonials Stream In From The Contact Center & Customer Service Summit in Dallas, Texas

The Contact Center & Customer Service Summit took place in Dallas, Texas on April 25th & 26th, 2016. Here is feedback from the delegate attendees:

"I had no idea what to expect, this being my first summit, but I found it to be fast paced, energetic, and full of opportunities to have helpful conversations with solution providers without high pressure sales tactics." - Arkansas Federal Credit Union

"This is a great venue for targeted review of technology solutions. Demo halls are overwhelming and not as conducive for gathering enough information relevant to my business. Love these events!" - Renaissance Dental

"Excellent event - top notch layout! The staff from Forum Events were amazing, had a great time" - Progyny

"I appreciate the format of the summit. It was a different experience but I really enjoyed the one-on-one meetings -- it made it personal." - Health Care Service Corp.

"I thought the event was amazing and I am very glad I had the option to participate. Thanks for sticking with me and getting me to commit! Well worth my time. Safe travels." - Freshview Solutions

"I liked having a place to set up and then have vendors come around. This led to a relaxed environment and allowed you to see everything/everyone you wanted." - eviCore

"...This show was top notch in every way!" -Progyny

"This was my first Contact Center & Customer Service Summit. It was very interesting. I met a lot of nice, new people. It was fun to hear what other centers were doing and how they were leveraging technology." - Rent A Center

"The model of the vendors coming to you was new and different for me. I appreciate not feeling pressured to listen to high-impact sales presentations but honest and open questions and answers." - ALSAC, St. Jude

"Excellent seminars! Saved tons of time trying to find vendors to meet our needs, thank you, I look forward to future events." - American Medical Response

"This was my first time attending this summit. Very informative and useful." - Arbonne

To attend our upcoming event taking place in San Francisco, CA - register here.


[Event Recap]: Contact Center & Customer Service Summit | Dallas, TX | April 25-26, 2016

The Contact Center & Customer Service Summit hosted approximately 341 one-on-one meetings at the Sheraton Dallas on April 25th and 26th,2016. Executives from companies including AAA, Delta Dental, Fifth Manhattan, Epsilon, Grainger, Home Care Advantage, Rent A Center, St. Jude Children’s Research Hospital and ULine connected for informative meetings with solution providers, seminars and networking opportunities.

Face-to-face meetings kicked off promptly on Monday morning and ran throughout the next day and a half, separated by meals and seminars. Speakers Lisa Rueth and Tom Dickson led discussions on multi-channel service, agent and management leadership, and real-time customer data. “Lisa Rueth was awesome,” expressed the Director of Client Services Operations from BerylHealth.

Prime networking continued into the evening with a gala dinner and casino games overlooking the stunning Dallas skyline. “I had no idea what to expect, this being my first summit, but I found it to be fast paced, energetic, and full of opportunities to have helpful conversations with solution providers without high-pressure sales tactics,” explained one attendee from Arkansas Federal Credit Union of the networking throughout the event.

After a fun evening, attendees reconnected on Tuesday morning for more face-to-face meetings and additional seminars, ending with a closing lunch.

For more information, or to attend future events, contact Shane Doherty, VP of Business Development, here.


Contact Center & Customer Service Summit Announces Potential Seminar Topics

Lisa Rueth.jpg

Meet Confirmed Speaker Lisa Rueth at the Contact Center & Customer Service Summit...
April 25 & 26, 2016 in Dallas, TX 

Lisa Rueth is CEO of Cultivate Leadership, a consulting firm dedicated to supporting leaders through Organizational Development, Executive Coaching and Leadership Development. With over 20 years of experience, Lisa left her role as an Executive in Contact Centers 13 years ago to dedicate her career to helping organizations with the mechanics of human performance and systems of collaboration, with the intention of helping leaders make a deeper impact . Cultivate Leadership specializes in helping leadership teams through accurate diagnosis, culture engineering, leadership development, team building, change management, executive coaching and strategic planning. Lisa studied Applied Leadership and Organizational Psychology at the Ken Blanchard School of Business and did graduate work in Authentic Leadership at Naropa University and holds many professional certifications.

Potential Topics: 

Customer Centered Culture: 5 things that prevent it

Organizational Design and Leadership Consultant Lisa Rueth highlights the top 5 underlying problems she finds when clients want a Customer Centered Culture, but can't make it happen. Culture is complicated, with elements of people management, leadership tone, training, process, technology and structure... it can seem impossible to sustain an engaged, customer focused team. This session explores 5 very specific reasons why your best plans unravel and what to do instead.

Organizing around real-time customer data, not past reports of poor performance

Far too much has been spent on customer satisfaction, engagement scores, loyalty programs and win-back initiatives, only to confirm what you know about your operations, without increasing retention. It's time to engage customers in a new way, with real-time input that is actionable. Organizational Design and Leadership consultant Lisa Rueth shares some innovative and simple ways her clients are getting in front of customer needs, instead of reporting on their dissatisfaction.

The secret-sauce behind Managers that create raving fans

With over 20 years of experience fixing low performing teams all over the world, Organizational Design and Leadership Consultant Lisa Rueth shares what she's learned about managers who create employees and customers who become raving fans. If you aren't happy with your engagement data, retention or repeat business, this talk explores the role of the Manager in turning that around, what training they might need and what to look for in rising stars.

Making the triple bottom line a reality: Why Customers, Employees and Funders love you

Serving a three headed monster can sometimes feel like an endless moving target; once one group is happy, the other is demanding more. This complicated formula of finding the sweet spot where employees, customers and funders are happy at once has elements of culture, reporting, innovation and learning wrapped together like a ball of yarn. Organizational Development and Leadership Consultant Lisa Rueth simplifies the triple bottom line and points to some underlying forces that could be derailing your juggling act, leaving you with a laser focused, no-nonsense strategic approach.

Organizational Design: How your structure and strategy could be blocking or enabling culture & collaboration

With constant change, organizations must become dynamic. But systems of collaboration and culture are consistently sabotaged no matter how perfect the strategy & engagement initiatives are because of invisible forces in structure and strategic focus. Lisa Rueth explores the Star model for design thinking that enables strategic and cultural goals and explores case studies of organizations who remain stuck and those that design for innovation!

Motivating Agents on a shrinking budget

How can we motivate and reward when the only thing left in the budget is another reduction? Explore successful methods for non-monetary motivation and fostering cultures of healthy competition & collaboration and hear stories of contact centers with creative rewards programs developed on a shoestring.


People Are Talking About the Contact Center Summit | Chicago

CHICAGO, IL – Testimonials are streaming in from the Contact Center Summit that took place on November 9 & 10, 2015 at the Westin Chicago Northwest. See the feedback below…

“Great experience overall. Loved the one-on-one interaction.” – Stericycle Communication Solutions

“Facilities, hotels, meals, events – were all very well planned and executed. Networking with attendees was excellent.” – P&K Research

“Found that I greatly prefer vendors finding me and having high-level information on our projects.” – Ameridial

“I enjoyed the summit. I met with some great potential business partners.” – XL Parts

“Great environment for networking. The format is excellent and stress free. The staff was friendly and accommodating.” – Suarez Corporation Industries

“It was very detailed and targeted to our goals.” – PharmaCentra

“Overall, I enjoy the format of these events. They allow for much more meaningful conversations.” – Ricoh

“Everyone was helpful and engaging.” – Vitas Healthcare

“I made more meaningful connections in a day and a half than I could at a trade show event. It would take me event longer with phone call and site visits.” – SVP Worldwide

 

This post will continue to be updated as testimonials are returned to the Contact Center Summit Team. For any information regarding the event, or to attend a future summit, contact shane.doherty@forumevents.com.


Event Recap: Contact Center Summit | Chicago, IL

Ballroom Chicago.JPGCHICAGO, IL – A patch of sunshine and mild weather made way for the Contact Center Summit taking place at the beginning of November at the Westin Chicago Northwest. Senior-level guests, also known as Delegates, from the contact center and customer service fields participated in a day-and-a-half of targeted business meetings, seminars and after-hour networking.

With pre-arranged one-on-one meetings taking place in the main ballroom from 9 A.M. on Monday morning to mid-day on Tuesday, delegates were able to connect with vendors while seated at their own tables – allowing for more in-depth and personal conversations. “I found that I greatly prefer vendors finding me and having high-level information on our projects,” explained the Compliance Officer of Call Center Operations from Ameridial. For many attendees, the one-on-one interactions that take place during the meeting portion of the summit are important for building future business relationships and communicating needs effectively. 

Seminars throughout the event covered topics in the contact center industry including strategic plans for customer care, methods to utilize customer feedback, and even human resources. Speakers from companies included HireIQ Solutions, Inc., StubHub, Corvisa and InfoCision Management Corp. The open format of each seminar allowed executives to share their own experiences out loud and gain knowledge from their industry peers.

A waterfront pavilion was the perfect setting for more intimate networking events at the summit including a gala dinner and casino evening. This was the best time for reconnecting with new acquaintances in a less formal manner. Prefaced with a cocktail hour and gala dinner, guests participated in casino games before retiring to their own private rooms.

lunch.pngBright and early on day two, attendees continued with their personalized schedules of meetings and seminars. During coffee breaks, the Forum Team was delighted to hear attendees raving about the accommodation and event format. “Facilities, hotels, meals, events – were all very well planned and executed. Networking with attendees was excellent,” shared P&K Research. Event Manager Shane Doherty was equally happy with the event saying, "once again we were thrilled with another successful summit. This event continues to go from strength to strength and with such glowing testament from all our attendees we couldn’t be happier - roll on Dallas in April."

At a closing luncheon on Tuesday, attendees bid farewell with new connections, plans for completing future projects and enough time to make it back to the office before the day was over!

The next Contact Center & Customer Service Summit will take place on April 25 & 26, 2016 in Dallas, Texas. For more information on the Summit or to register for the event as a Delegate attendee, click here. For sponsor information, contact shane.doherty@forumevents.com.

 

 

 


Major Metropolitan City Selects inContact Cloud Solution to Support More than Three Million Residents

inContact’s flexible and scalable cloud platform will help local government meet the demands of population growth expected to exceed 30 percent over the next decade
 
SALT LAKE CITY – June 9, 2015 – inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announces a major city municipality is rolling out the inContact solution to a new division with over 500 agents. The city will leverage the flexibility of inContact’s cloud platform to easily expand operations and customize their contact center system across multiple divisions.
 
“Providing high quality customer service is more important than ever in the public sector,” said Paul Jarman, CEO at inContact. “With the demand for government transparency growing, and a sincere desire by public entities to meet this demand, government contact centers are looking for flexible solutions that can be quickly scaled up or down to meet their evolving needs.”
 
As part of the city’s transition from its aging premise system, inContact will provide a customizable and agile cloud system. The Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) are the core building blocks of the inContact cloud platform with skills-based multichannel routing to ensure citizens’ needs are addressed by the ideal agent in the most efficient manner. Government agencies are moving to the cloud to transition from expensive cap-ex investments to a more flexible, pay-as-you-go op-ex billing model with built-in flexibility to quickly activate on-call and at-home agents as needed.
 
Additional Information
  • Read about a large state government agency now leveraging the cloud
  • Learn more about available cloud solutions from inContact
  • Follow @inContact on Twitter
  • Become a fan of inContact on Facebook

About inContact

inContact (NASDAQ: SAAS) is the cloud contact center software leader, helping organizations around the globe create customer and contact center employee experiences that are more personalized, more empowering and more engaging today, tomorrow and in the future. inContact continuously innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization plus an enterprise-class telecommunications network for the most complete customer journey management. Winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 2,200 cloud contact center instances. To learn more, visit www.incontact.com.

inContact to Attend Contact Center Summit

inContact is a confirmed vendor at the Contact Center Summit taking place in November in Chicago, IL. Attendees interested in cloud contact center software will be able to meet privately with an inContact representative at the event. To register for the Contact Center Summit, click here.


Attendees Speak Out Following Nashville Event

Executives met for 1,257 combined meetings in Nashville, TN on April 20 & 21, 2015 for the Contact Center Summit, Education Facilities Management Summit, Education & Healthcare Security Summit and Healthcare Facilities Management Forum. Pre-scheduled meetings with solution providers took off promptly on Monday morning in the main ballroom of the grand Gaylord Opryland leading into a day-and-a-half of business meetings, seminars and networking activities – including a lively gala dinner and casino night.

Attendees travelled from across the United States, and some even internationally from India, to experience the appointment-based events. Reviews have been more than stellar, see below:

Delegate Testimonials:

“I found this to be a much better avenue to connect and meet with vendors/providers. You are matched to vendors that are providing services and or products you are looking for. There is absolutely no high pressure sales taking place. It truly is about trying to meet the needs of the end user.” – Evansville Vanderburgh School Corporation

“You’ve provided: a relaxed forum to engage myself with knowledgeable vendors, learn more, and find business solutions for both of us…. And the price (free) was perfect!” – Ivy Tech Community College of Indiana

“From the time I became a delegate to the end of the conference, Forum Events made the event seamless. This approach is far more conducive to building long term business relationships than the average conference. I will be sure to attend future events.” – Purchase College

“Overall an excellent concept. My travel from India was worth the time.” – ITCube

“The venue was fantastic and the sessions were very informative and eye-opening.  But most importantly, the format – which was new to me – really jumped out at me and made me realize that it is THE way to go! I know at traditional trade shows it would seem that there are more opportunities for networking as you “control your own schedule” to a degree, but I found it to be just the opposite.  Having the paired appointments made the introductions easy and the networking fell right into place at a more casual pace.” – VP of IT, Payment Alliance

 “Very useful – no pressure sales! Great location, staff super and Forum Events did a superb job of making everything smooth! Very professional staff!” –MUS

“The Summit was great! I think I share the same sentiment as most of the folks I spoke with that this was a great venue to really spend some quality time with vendors and make some new connections within the industry. The event exceeded my expectations. Outstanding job!” – Union First Market Bank

“Very well organized. Felt relaxed, not pressured about events or vendors.” – St. Thomas Hospital Rutherford

“Great networking tool and a great way to get familiar with new offerings on the market.” – Loyola University

 “Great format, very good use of time and well organized. Staff professional, available to help and get answers.” – Brookhaven Memorial Hospital

“Forum Events offers an excellent forum to meet top representatives of building component manufacturers and to learn about innovative products.” – JRA Architects

 “A very professional event for learning and networking.” – Marshal Medical Center

“I had a wonderful time and it was well worth it.  This is my second venue and I will absolutely come back.” – Riverview Estates

“The conference was very business-like and worth the time of attendance.” – Marshall Medical Center

“The seminars were very good. I have a lot of cool products and tools to take back and share with the team for possible future use.” – Asurion

“I am thankful to have been part of such a productive and innovative event. Very organized!” – MGO

“It was a great event.” – Aramark

“I enjoyed the Summit and the format and will look to take advantage of future ones.” – Fifth Third Bank

“It was really a great experience – thank you for including Archway! The contacts I made will be very helpful as we continue building out our call center technology.” – Archway

“I enjoyed my time there and many of the fruitful discussions…wonderful event!” – Cognosante

“It was a great event. Ample opportunity to network. Very good workshops and the support staff was exceptional!” – IMTAS

"Liked the seminars and one-on-one format. Was able to glean best practices from industry leaders." - CVS/Caremark

"This was a great event and experience." - NTI

"Very productive. Much better than visiting booths at a trade show." - PRICOR

“The event was a success for me personally.  I was able to gain new contacts and learn more information in support of my initiatives.” – AT&T

“We were able to make great contacts.” –ComData

Vendor Testimonials:

“I will take advantage of this one-on-one conference going forward. I can have a couple weeks of quality appointments in two days! Nothing in the market gives us more bang for the buck!” – Video Insight

“Forum Events gives you the opportunity of being in front of the buyer. The networking events open up additional opportunities to meet buyers that you may not have met during the scheduled appointments.” - Hotel Systems Pro

“First class all the way! 90% of the people I met had a true interest!” –Axis Communications

 “More appointments in two days than I could have made in 12 months!” –ISA Fire & Security

 “Great event will attend more!” – School Dude

“Great event and loved the concept!” – Video Insight

“Had a great time. Good event!” – CTI Group

“Really good event and the appointments were with key decision makers.” –Detex

“Good to get quality leads in one building.” – Detex

“First time experience is great. Formal face-to-face meetings are extremely productive. Great program; plenty of support!” - Intelepeer

“The pre-set meetings were excellent and made this show very worthwhile.” – TSI

“Excellent event. Well screened/matured attendees.” – Acuity

 To join the Forum Experience at upcoming events, click here and select an event that matches your industry.

 


What Your Peers Are Saying: 2014 Contact Center Summit

Following the 2014 debut of the Contact Center Summit, feedback has been pouring in from Directors and VPs of contact centers across the country. Taking place at the beautiful Ritz-Carlton, Sarasota - here are some of the comments we have received:

“Excellent venue and very good selection of vendors.”
- US Airways 

“The event was well planned and staged.”
- TriNet

“Really liked the one-on-one interaction with vendors. It was very efficient and much better than fighting for time at a booth in a trade show.”
- Think Direct Marketing Group 

“Had a very nice time meeting with several different types of companies that offer some very helpful services.”
- Apria Healthcare 

“I spoke to vendors that I never would have spoken to on the phone.”
- ASK Telemarketing 

“Enjoyed the one-on-one format.”
- Jackson Hewitt Tax Service
 

“I truly believe this environment created a better way to understand what products the vendors had and how they could support our work. And I must say, the networking was fantastic!”
- Universal North America 

“This is by far the best summit I have attended!”
- TrialCard


Sponsors of the Contact Center Summit 2014 include: 



Recap: Contact Center Summit

In late November, Forum Events kicked off the first Contact Center Summit with great success! Directors and Vice Presidents of Contact Centers across the country gathered at the beautiful Ritz-Carlton,... More »


Holiday Checklist for Contact Centers

According to studies, sales increase by 40% over the holiday season, making it a prime time for customer service from website sales to customer support. Even though demand is high, customers still... More »


Featured Speaker: Rants & Raves

Are You Sure ... Your Contact Center is Valued Across the Enterprise? By Guest Speaker, Kathleen Peterson of PowerHouse Consulting There was a time when the Call Center was considered a backroom... More »


Rants & Raves: Are You Running on Empty?

By Kathleen Peterson of Powerhouse ConsultingGuest Speaker at the Contact Center Summit 2014 at the Ritz-Carlton, Sarasota in Florida.  "Running on, running into the sun ... but I'm running behind"... More »


Rants & Raves: Summertime & The Living Is Easy... Or Is It?

Featured Speaker Kathleen Peterson of Powerhouse Consulting speaks out on her summertime sadness when organizing her annual vacation. The Call Center has historically been linked to "production"... More »


On the Line: The New Recording Battle

 “Why is it that you don’t want the faster speed? Help me understand why you don’t want faster Internet?” It is streamed across the internet, humiliating one of the largest... More »


The Pulse of Social Media

Change is coming for the customer service world. A recent study found 50 percent of consumers prefer using social media to reach their service provider than calling a contact center. Long gone are the... More »


When (Corporate) Social Media Goes Horribly Wrong

More »


Guest Blog: Why Selling Means Better Service & How To Get It Done Properly

By Ronna Caras, President – Caras Training, Guest Blogger Five years ago I bought my dream car. At the end of the lease, I was certain the car was as fabulous as I had expected, so I arranged for... More »


Ten Commandments of Customer Service (In GIF Form)

You call a toll-free number concerning a problem with your cable box. After spending ten minutes typing in your account number, being transferred through different automated menus and finally hearing... More »


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