Sponsored by

Las Vegas Convention Center

April 24th & 25th 2024

10AM - 4PM WED/THUR

Apr 24 & 25 / 2024

LVCC, Las Vegas

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
    • Alexa Kaltenberg and Jennie Norviel: Speaking in the Theater Hall 5

      11.00 - 11.30

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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.


      Eric Engbers: Speaking in the Theater Hall 5

      11.45 - 12.15

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      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.


      Ofer Ronen: Speaking in the Theater Hall 5

      12.30 - 13.00

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      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.


      Brian Podolak: Speaking in the Theater Hall 5

      13.15 - 13.45

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      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.


      Jay Prakash Kommu: Speaking in the Theater Hall 5

      14.00 - 14.30

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      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


      Naveed Patel: Speaking in the Theater Hall 5

      14.45 - 15.15

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      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.