Sponsored by

Cosivian

Las Vegas Convention Center

April 24th & 25th 2024

10AM - 4PM WED/THUR

Apr 24 & 25 / 2024

LVCC, Las Vegas

Theater Hall 3

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.

  • Wednesday
  • Thursday
    • David Shapiro: Speaking in the Theater Hall 3

      11.00 - 11.30

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      11.00 - 11.30

      David Shapiro - Premier BPO

      How To Maximize Your Partner Relationship - Co-Sourcing vs Outsourcing

      Learn the secrets of successful Co-Sourcing for a competitive edge when partnering for a Contact Center operation. Find out the difference between traditional Outsourcing and best-practice Co-Sourcing and how the latter creates a partnership mentality with cultural alignment; constantly improving processes, and generates innovative ideas to achieve business outcomes with a dedicated team that requires less oversight.


      Peter Voss: Speaking in the Theater Hall 3

      11.45 - 12.15

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      11.45 - 12.15

      Peter Voss - Aigo AI

      Why Chatbots are just Trained Parrots, without a Brain?

      Conversations require Cognition. Cognition requires Brain. Therefore, Conversations require Brain. Without a Brain. Chatbots are just Trained Parrots.


      Dan Smitley: Speaking in the Theater Hall 3

      12.30 - 13.00

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      12.30 - 13.00

      Dan Smitley - Call Design

      The Machines Have Taken Over – Now What?

      There are a lot of conversations around how AI and ML can be, or should be, impacting the contact center now, but what about the future? In this quick glance into the future, Dan Smitley shares how Contact Centers will need adjust as the machines begin to take our jobs. Spoiler alert: We’re more important than simply a battery source for their world domination.


      Ben Taylor: Speaking in the Theater Hall 3

      13.15 - 13.45

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      13.15 - 13.45

      Ben Taylor - Conversation Design Institute

      How training your team in Conversation design will allow you to set your hidden chatbot free and delight your customers with automation

      The technology for AI chatbots and voice assistants is improving all the time. But the skill of the people designing the conversations isn’t keeping up with the technology. In this session, we share detailed outline of the benefits of training your team in conversation design so that your AI Assistant impresses your stakeholders and delights your customers.


      Uwe Kreuter: Speaking in the Theater Hall 3

      14.00 - 14.30

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      14.00 - 14.30

      Uwe Kreuter - CCT Solutions

      Multi-Experience Simplified

      In this Seminar you will learn how you can fast and easy set up a Multi-Experience Customer Management Solution that helps you to provide an excellent customer service to your clients. The content of the session will cover Cloud Contact Center as a Service CCaaS, Conversational AI & Automation and Customer Service Analytics including Quality & Sentiment Analysis.


      14.45 - 15.15

      Heidi Solomon-Orlick - Arise Virtual Solutions

      The Power of Women in CX

      This last decade more women have taken management positions. Research shows it’s paying off as companies with more female executives are proving to generate greater profit and innovation. Learn more with this dynamic panel of Women in CX discussing important topics such as gender bias, leadership styles, the value of diversity, the importance of allies, and more.


      Wil Seiler: Speaking in the Theater Hall 3

      15.30 - 16.00

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      15.30 - 16.00

      Wil Seiler - Securadin

      Demystifying Call-Center Risk and Compliance

      Demystifying Call-Center Risk and Compliance