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Las Vegas Convention Center

April 24th & 25th 2024

Apr 24 & 25 / 2024

LVCC, Las Vegas

Seminar Theater 2

The theaters at The Call & Contact Center Expo are at the heart of the event. With the topics being tailored by industry leaders at the forefront of customer experience and support, all visitors who attend a seminar will expect to discover some of the latest trends, insights, and expertise in their profession.

  • Wednesday
  • Thursday
    • Thomas O’Banion: Speaking in the Seminar Theater 2

      11.00 - 11.30

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      11.00 - 11.30

      Thomas O’Banion - First Orion

      Optimizing Efficiency and Security in the Call Center

      Call and contact centers are constantly faced with new challenges to improve productivity and security. Improving agent efficiency and experience goes beyond hiring, training, and optimizing workflows. Sometimes the issue is external, caused by nefarious activity by scammers and nuisance callers who have eroded trust in the phone call. As a result, agents spend a lot of time making repeat calls and relying on callbacks in order to meet the clients’ expectations. To reduce the number of outbound calls, improve talk times, and deliver a more trusted customer experience, CPaaS and UCaaS providers need to adopt forward-thinking technologies such as branded calling. Restoring trust and transparency in the phone call elevates this communication channel and makes your business more competitive.


      Lance Fried: Speaking in the Seminar Theater 2

      11.45 - 12.15

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      11.45 - 12.15

      Lance Fried - Nextiva

      Unlocking Instant Value: Transforming Contact Centers with Generative AI

      Session will focus on the innovation in Al for Customer Experience and how it is being leveraged to remove consumer friction, improve experiences and unlock instant value. Focus on agent tools and instrumentation that supports better outcomes for all participants.


      Simon Black: Speaking in the Seminar Theater 2

      12.30 - 13.00

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      12.30 - 13.00

      Simon Black - Awaken Intelligence Limited

      How to transform your agent and customer experience with real-time interaction guidance and Generative AI

      The next great performance leap in the contact center will be driven by real-time services that will transform the agent and customer experience. Live agent assistance, real-time insights, and systems interconnectivity (including data capture and writeback) will ensure agents have never felt so supported and able to deliver improved outcomes for customers. In this session, Simon Black, CEO of Awaken Intelligence, will share customer stories of transformation, unlocked through the power of technology and generative AI.


      Shelley Dunagan: Speaking in the Seminar Theater 2

      13.15 - 13.45

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      13.15 - 13.45

      Shelley Dunagan - Transaction Network Services (TNS)

      Reach Customers. Close Business

      Technology veteran, Shelley Dunagan, will explore the findings from a new Executive Brief by leading analyst firm Frost & Sullivan on how contact centers are empowering consumers to answer their calls. Learn how branded calling is helping contact centers to digitally transform the voice channel and retain customers through a competitive edge based on enhanced conversion rates, call durations and answer rates.


      Milind Pansare: Speaking in the Seminar Theater 2

      14.00 - 14.30

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      14.00 - 14.30

      Milind Pansare - Observe.AI

      Just Say NO To Gen AI FOMO: 5 strategies you can trust to improve CX, increase efficiency, and ensure compliance, security and data privacy with huma

      The market is awash with Gen AI technologies vying for your attention. This talk will help you recognize the deep differences between generic GPT based technologies and those that have purpose-built LLMs trained for accurate, trusted contact center interaction. Learn how to stay focused on your business KPIs - CSAT, FCR, AHT, onboarding time, QA coverage, and agent churn - to guide your AI technology decisions.


      Adam Boelke: Speaking in the Seminar Theater 2

      14.45 - 15.15

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      14.45 - 15.15

      Adam Boelke - Alignment Advantage Group

      7 Proven Culture Principles to Proactively Optimize Performance

      Most leaders are clear on the impact employee engagement has on boosting operational and company performance but the daily fire drills and shifting priorities make it challenging to know where to start. In this presentation, participants will learn the 7 culture principles necessary to proactively create a culture of engagement that’s proven to drive bottom-line results, a world-class customer experience, and significantly reduce the daily fire drills.