Las Vegas Convention Center

26th & 27th April 2023

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

Apr 26 & 27 / 2023

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.

About the Sponsor:
Government agencies face numerous challenges in their quest to transition to a more streamlined and efficient operational environment. DecisionPoint, and its wholly-owned subsidiary CORTEK, help solve those challenges. CORTEK’s sterling reputation as a defense and intelligence contracting company complements DecisionPoint’s proven expertise in the government healthcare IT and civilian arenas. The result? A powerful problem-solver for agencies across all sectors of government.

  • Wednesday
  • Thursday
    • Frank Esparza: Speaking in the Theater Hall 3

      11.00 - 11.30

      Find out more

      11.00 - 11.30

      Frank Esparza - Call Center Services International

      “Contact Center Success in Mexico”

      Advantages of Mexico for a nearshore Contact Center - Top Executives sharing their insights and success utilizing Mexico for their Contact Center needs. Understanding the advantages of establishing a Contact Center in Mexico: Setup, Cost, Cultural Alignment, and Operational Control


      Shai Berger: Speaking in the Theater Hall 3

      11.45 - 12.15

      Find out more

      11.45 - 12.15

      Shai Berger - Fonolo

      A New Reality for Contact Centers: The Labor Shortage is Here to Stay

      The sudden shrinkage of the labor force last year was thought at the time to be a pandemic after-shock. But as the trend continues strongly into 2022, the consensus from economists is shifting to something else: The Great Resignation was the start of a rebalancing of power toward employees. Throughout the call center world, this idea is confirmed by signals like rising wages, scheduling flexibility, and signing bonuses. In an era of scarce agent labor and high wages, how can you maintain your SLAs and CSat levels?


      John Kelvie: Speaking in the Theater Hall 3

      12.30 - 13.00

      Find out more

      12.30 - 13.00

      John Kelvie - Bespoken

      Testing, Tuning and Monitoring for Optimal Customer Experiences

      Learn how to improve CSAT, increase call deflection, and improve the overall ROI of your contact center via testing, training, and monitoring. Testing ensures your IVR and chat experiences are high-quality and scalable, training improves the speech recognition and NLU accuracy of your system, and monitoring ensures it is always available. We will review the why and how of these conversational best practices in this session.


      Kelly Painter: Speaking in the Theater Hall 3

      13.15 - 13.45

      Find out more

      13.15 - 13.45

      Kelly Painter - eSkill Corporation

      How to Hire and Train for the Skills Call Center Agents Need

      Call Centers have evolved from troubleshooting and problem-solving entities into sophisticated contact hubs. As a result, call center agents must have strong skills that reflect these increased responsibilities. While your organization undoubtedly understands the importance of these skills, you may have struggled to find efficient ways of identifying and training agents to perform at a high level. Attend this session to learn more about how to hire and train the best call center agents.


      Dr. Venky Krishnaswamy: Speaking in the Theater Hall 3

      14.00 - 14.30

      Find out more

      14.00 - 14.30

      Dr. Venky Krishnaswamy - Dialpad

      The Future of Customer Service is Digital-First and AI-Native

      Today’s consumers expect instant digital experiences and service that is always on. The traditional contact center model based on making customers wait in a queue until they are served is fast becoming obsolete. Brands need to meet their customers in their channel of choice, anticipate their needs and cue up service and outcomes pro-actively. It is time for the digital-first contact center, powered by AI.


      Amanda Malach: Speaking in the Theater Hall 3

      14.45 - 15.15

      Find out more

      14.45 - 15.15

      Amanda Malach - ArenaCX

      Businesses Gone Wild: Is your outsourcing strategy leaving you overexposed?

      The events over the last year (the sudden movement to WFH, absences from illness, vaccine mandates, wage increases, the Great Resignation, etc.) have had a dramatic effect on the way we think about staffing our businesses. In this session, we’ll dive into the importance of diversification of labor resources and discuss practical steps businesses should take to reduce their outsourcing risks while increasing business resiliency.


      Sam Hahn: Speaking in the Theater Hall 3

      15.30 - 16.00

      Find out more

      15.30 - 16.00

      Sam Hahn - eGain

      Knowledge Hubs: The Key to Successful Digital Transformation of Customer Experience

      Gartner predicts that digital transformation initiatives will get stymied if businesses do not modernize knowledge management (KM). In fact, they recommend KM as the #1 technology to transform customer, employee, and the business experiences for 2022. In this session, you will learn about:    • State of Digital Experience  • The critical missing ingredient  • Why you need a KM refresh  • Knowledge hub: What, why, and How  • Knowledge hub at work: Real-world success at scale