Theater Hall 5
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
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11.00 - 11.30
Alexa Kaltenberg and Jennie Norviel - Rubrica Testing
Happier agents = Happier customers: Assessing communication and empathy before you hire
Ensuring your candidates are able to empathize and communicate with your customers not only makes their jobs easier but also results in happier customers. This can easily be done with pre-hire language testing. But how do you know which testing solution is right for your organization? In this presentation, we will discuss the importance of including language assessment before your hiring process. Participants will learn how language testing can improve the quality of your candidate pool, types of assessments on the market, and some important questions you should ask a testing provider.
11.45 - 12.15
Eric Engbers - Signalmash
Understanding the Changing Messaging (SMS) Landscape in the US
Let’s talk about text, an open-format presentation to answer the questions that really matter to you. Despite SMS being around for many years, it remains one of the most effective communication channels for customer outreach and engagement. Technology improvements are making SMS a more accessible option for business communications, but consumer SPAM frustration and market movements are resulting in tightened oversight while increasing industry compliance confusion.
12.30 - 13.00
Ofer Ronen - Tomato.ai
Review of Generative AI Use Cases in the Contact Center
Generative AI is taking the world by storm, helping humans perform their jobs better. Come hear about the different ways generative AI is starting to be used at contact centers to improve results. From automated call summaries, to virtual agent enhancements, to enhancing email support, to clarifying the voices of human agents. A broad set of use cases for generative AI will be presented and explored.
13.15 - 13.45
Brian Podolak - Vocodia Holdings
Bernoulli’s Principle & Sales
Discussing the Bernoulli''s Principle and how it can be applied to scale Sales in a company.
14.00 - 14.30
Jay Prakash Kommu - SmartBots AI
SmartBots AI
Design strategy to build your digital workers. Conversational AI Project Execution. What next after launching a digital worker? How to ensure you have the right tools to build your digital worker
14.45 - 15.15
Naveed Patel - Scalepex
Nearshore Contact Center - Value & Benefits
One of the biggest advantages of nearshore call centers is their proximity to the United States. By operating in countries such as Mexico, nearshore call centers offer a number of advantages over offshore call centers. Reduction in cultural barriers, alignment to our time zones, bilingual, easy access, and cost savings.
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11.00 - 11.30
John Orton - Primas Group
Could your best agent be an interactive robot or a CGI VA?
Forget the labor & skill shortage. Your best agents could be CGI personas and robots, meeting customers wherever they are.
11.45 - 12.15
Kenida Lewis - The Adinek (Talent) Group
Attracting, Retaining & Winning with Talent
How companies compete by attracting and retaining talent in today’s competitive and candidate driven market. What’s new, what does your organization need to do and embrace. What top talent wants and need. Can talent be loyal? How do you find the people?
12.30 - 13.00
Tracey Nyholt - TechJutsu
Making the Call Center Experience Frustration Free
If your callers hate security questions, you won’t want to miss this! Make the call center experience frustration-free and have your callers saying, “That was quick!” all without the Security team hating you because this solution enhances security!
13.15 - 13.45
Kevin Hayden - Thrio, Inc
Frictionless CX Digital Journeys
Abstract: Friction is the enemy of great CX. It plagues agents, customers, and business unit leaders alike. Yet enterprises who deliver seamless, multi-step interactions win more business and ensure lasting customer relationships. Process automation is one key to unlocking friction-free encounters. Together, we’ll explore strategies and tactics for frictionless journeys. Key Take-Aways: •Ways to demystify process automation, an appreciation for how it differs from AI, and ways it can be immediately applicable to your business •Fresh perspectives on avoiding customer and agent frustrations before they even happen
14.00 - 14.30
Dawid Wójcicki - Vee S.A.
Single Vee AI handles phone conversations better and cheaper than thousand live agents
Find out how AI-based technology made by Vee ensures not only the highest level of customer service quality, but also the effectiveness of service processes at a level higher than in traditional call centers. Find out why customers are more likely to speak with Vee than with a live agent. Get the recipe for perfect voice/phone customer service.
More speakers to be announced..
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- Wednesday
- Thursday