Sponsored by

Las Vegas Convention Center

26th & 27th April 2023

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

Apr 26 & 27 / 2023

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.

About the Sponsor:
For over 20 years, Confie BPO has helped complex organizations enhance efficiency, improve customer relationships and reduce costs – and we are well equipped to do the same for your enterprise. We have over 1,000 staff members, nearly all of whom are bilingual (Spanish and English) and bicultural. Our facility, located in Tijuana, is state-of-the-art with current infrastructure that allows us to operate 24 hours a day, 365 days a year with maximum efficiency.

  • Wednesday
  • Thursday
    • Marc Bernstein: Speaking in the Theater Hall 4

      11.00 - 11.30

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      11.00 - 11.30

      Marc Bernstein - Balto

      Optimized for Excellent Conversations: Reshaping Today & Tomorrow''s Contact Center

      Contact center conversations are continuously evolving. New technologies have transformed the dialogue, literally, around what makes for successful customer engagement. COVID has catalyzed this transformation, permanently shifting the customer journey, making excellent contact center conversations more critical now than ever before. Join Balto''s CEO, Marc Bernstein, to learn how AI is strengthening human connections, boosting productivity, and maximizing customer retention while looking into the future of Contact Centers.


      Mike Otting: Speaking in the Theater Hall 4

      11.45 - 12.15

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      11.45 - 12.15

      Mike Otting - First Orion

      Brand Impact: How Branded Calling Increases Customer Connections

      Join us as we walk through the opportunity contact and call centers have to leverage the power of showing the “who” and “why” behind the call in order to increase customer engagement and maximize the phone connection.


      Casey Denby and Casey Hall: Speaking in the Theater Hall 4

      12.30 - 13.00

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      12.30 - 13.00

      Casey Denby and Casey Hall - ERC & Zenarate

      Create top-performing new hires, even from home!

      Want to learn how to create top-performing new hires, including work-from-home agents? Join ERC & Zenarate to hear how they are conquering this massive challenge, achieving 40 – 70% improvements in Speed to Proficiency, through a personalised AI Coach for each new hire! Traditional role-play & practice is both ineffective and expensive. Attend this session to discover a better way!


      Chase Labrador: Speaking in the Theater Hall 4

      13.15 - 13.45

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      13.15 - 13.45

      Chase Labrador - TechStyleOS

      Where the Fashion Runway meets Knowledge Management: The TechStyleOS Lighthouse Implementation Success Story

      In this talk, we will deep dive into how TechStyleOS created a globally unified and connected team during a worldwide pandemic. TechStyleOS is a global membership fashion commerce company focused on reimagining the global fashion business. Connected employee experiences and outstanding customer experience are at the root of TechStyleOS culture. We set out to implement a new KM system while all employees were remote and the world was undergoing the pandemic. Prior to the implementation the organization had basic search functionality, extensive load times and limited user experience, all via an information repository. We managed to undergo a complete (and fashionable) makeover during the COVID-19 pandemic to create an elevated communication strategy, simplified end-user experiences for employees and improved customer experience. During this session, we will highlight the elements that made this shift such a success, including how to best communicate with employees, provide one single source of truth and promote continuous learning and development.


      Mike Hallowell: Speaking in the Theater Hall 4

      14.00 - 14.30

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      14.00 - 14.30

      Mike Hallowell - Outsource Consultants

      Strategies for Combatting Rising Outsourcing Costs at Home and Abroad

      Labor shortages and wage increases have been driving up domestic call center costs at historic rates, forcing organizations to choose between higher prices and moving services abroad. As a result, costs in other markets are rising simultaneously due to an injection of new clients and increased competition. This session examines trends by geo and shares some unique innovations buyers and BPOs are implementing to maintain both bottom line and customer experience.


      Nikola Mrksic: Speaking in the Theater Hall 4

      14.45 - 15.15

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      14.45 - 15.15

      Nikola Mrksic - PolyAI

      Revolution is happening: Superhuman voice assistants for CX leaders

      It’s time to ditch IVR and deploy an adaptable voice assistant that actually helps your customers. Advancements in machine learning have made deploying superhuman voice assistants easier than ever before.