Las Vegas Convention Center

26th & 27th April 2023

10AM - 5PM WED & 10AM - 4PM THUR

Apr 26 & 27 / 2023

LVCC, Las Vegas

Theater Hall 2

Seminar Theaters are some of the most prominent features of The Call & Contact Center Expo. With over 200 seminars expected to be delivered at the event, attendees can discover valuable insights and industry knowledge on what’s been happening in customer engagement, telecommunications, cloud capabilities and more to advance their customer outreach and support.

About the Sponsor:
Observe.AI is an AI-powered agent enablement platform for voice customer service. Leveraging speech and natural language processing technologies, Observe.AI enables organizations to quickly evaluate and score 100% of calls, analyze contact center performance trends across teams and entire organizations, and enhance agent training and coaching.

  • Wednesday
  • Thursday
    • Vern Fernandez: Speaking in the Theater Hall 2

      11.00 - 11.30

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      11.00 - 11.30

      Vern Fernandez - Jabra GM

      The Flexible Contact Center Begins With Intelligent Endpoints

      When a headset can deliver clear audio and environmental data, the power to drive insights that fuel your customer experiences and amplify agent abilities become vast. Join us to find out more about headset analytics that can enable initiatives around workforce management, monitoring, gamification and conversation guides like lane assist for automobiles to help agents “stay in their lane”. It’s not just a headset anymore!


      Rich Wang: Speaking in the Theater Hall 2

      11.45 - 12.15

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      11.45 - 12.15

      Rich Wang - Observe.AI

      How to Supercharge your CX with Conversation Intelligence

      TBD


      Brian Podolak: Speaking in the Theater Hall 2

      12.30 - 13.00

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      12.30 - 13.00

      Brian Podolak - Vocodia Holdings Corp

      The Conversational AI Revolution

      A new industrial revolution is upon us. And just like last century, we can again expect machines to usher in a new era of explosive growth. The ability of artificial intelligence (AI) to converse seamlessly with humans is nothing less than game-changing.


      Chaitanya Chokkareddy: Speaking in the Theater Hall 2

      13.15 - 13.45

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      13.15 - 13.45

      Chaitanya Chokkareddy - Ozonetel Communications Inc.

      Innovations driving the contact center future-Parallel channels and more....

      In today''s connected world businesses have multiple customer touch points. What innovations are helping contact centers meet customer expectations? How is AI helping contact centers unify interactions? We will look at “parallel channels”(agents using voice+digital channels at the same time), unified intelligence, bots+agents hybrid approach, digital avatars, smart replies, screen barge-in recording and analytics and other innovations which will drive the future of contact centers.


      April W Sullivan and Eric Troutman: Speaking in the Theater Hall 2

      14.00 - 14.30

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      14.00 - 14.30

      April W Sullivan and Eric Troutman - Caller ID Reputation

      How to Navigate the Call Labeling and Blocking Ecosystem

      Companies are often mislabeled as blocked or scam, but the truth is that the subject of call labeling is constantly changing— and worst, inconsistent across carriers and data aggregators. This session will provide some insight on how a business can better manage and mitigate their brand from being mislabeled as fraud or scam, and provide a better customer experience for your customers.


      Mark A. Houpt: Speaking in the Theater Hall 2

      14.45 - 15.15

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      14.45 - 15.15

      Mark A. Houpt - DataBank Holdings, Ltd.

      Data Protection in a Customer Driven World

      The call or contact center is the bridge between confidential, corporate data and the outside public. Many times the public will communicate with the call center providing or asking for data that is deemed confidential. This seminar will dive into how to classify and identify data as confidential, how to handle that data (what you can and cannot discuss), how to validate the person on the other end of the contact is authorized to receive it and how to address a data breach.


      Brian Redden and Doug Deker: Speaking in the Theater Hall 2

      15.30 - 16.00

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      15.30 - 16.00

      Brian Redden and Doug Deker - Call Center Power

      Vetting Outsource Providers: Pre vs. Post Pandemic

      As with almost everything, Covid has had a profound impact on the way we conduct business in the call center space. Finding and vetting a call center outsource partner is no exception. In this session, we will briefly discuss how the outsourcing process has changed “pre vs. post” pandemic and introduce new tools and strategies we can all use to ensure your outsourcing initiatives are a success.