Sponsored by

Las Vegas Convention Center

April 24th & 25th 2024

10AM - 4PM WED/THUR

Apr 24 & 25 / 2024

LVCC, Las Vegas

Theater Hall 4

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
    • Milan Batinich: Speaking in the Theater Hall 4

      11.00 - 11.30

      Find out more

      11.00 - 11.30

      Milan Batinich - A.W. Companies

      Stop Forcing Square Pegs into Round Holes

      From identifying what is needed to hire the right fit individual, to making the right hire, to retaining and engaging them for life. This will be educational in helping leaders identify the key traits needed for their roles, how to hire/onboard employees, and retaining/coaching/motivating/engaging the employees.


      Simon Black: Speaking in the Theater Hall 4

      11.45 - 12.15

      Find out more

      11.45 - 12.15

      Simon Black - Awaken Intelligence Ltd

      The Future of Agent Guidance is in Real Time: An Exploration of its Impact, Potential and the Role of AI

      Join Simon Black, CEO of Awaken Intelligence, as he uncovers how real-time agent guidance is no longer an intangible dream and is set to revolutionise contact centre performance.


      Forest Ward: Speaking in the Theater Hall 4

      12.30 - 13.00

      Find out more

      12.30 - 13.00

      Forest Ward - Calldrip

      A People-First Approach to Improving Customer Experience and Driving More Sales

      Join us to discover best practice tips for communicating with shoppers throughout the customer journey, and proven coaching tactics to take your sales team to the next level. You’ll leave with clear steps to cultivate more meaningful connections in each conversation.


      Erik Walton: Speaking in the Theater Hall 4

      13.15 - 13.45

      Find out more

      13.15 - 13.45

      Erik Walton - Kore.ai

      AI-Native Contact Center: Revolutionizing Customer Service with Conversational AI

      In today's fast-paced, customer-centric world, delivering an exceptional customer experience has never been more critical. Contact centers are at the forefront of this effort, but traditional methods can fall short of meeting the evolving needs of customers. To address this, Kore.ai developed the AI-Native contact center, delivering an end-to-end AI-powered customer journey that delivers phenomenal results. In this session, you'll learn how contact centers can leverage the power of conversational AI to:  •Create a seamless, personalized, and efficient customer service experience.  •Provide 24/7 self-service automation with advanced, intelligent virtual assistants to connect customers with the information they need when they need it. •Supercharge contact center agents with AI that monitors conversations and supports the agent with empathetic response suggestions, automated task fulfillment, and more.  •Realize big benefits through increased CSAT and decreased costs.


      Angela M. Jenkins: Speaking in the Theater Hall 4

      14.00 - 14.30

      Find out more

      14.00 - 14.30

      Angela M. Jenkins - Spectrum Partners, LLC

      IT Modernization Secure Service Models and Framework – People, Processes and Technologies

      The key elements for an efficient, Interoperable and Secure IT model will be highlighted. The Framework will be inclusive of personnel skill sets, Program Management processes and applicable Technologies.