Las Vegas Convention Center

26th & 27th April 2023

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

Apr 26 & 27 / 2023

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.

About the Sponsor:
With the world’s first Thinking Machine, Replicant provides always-on support to resolve customer issues quickly and naturally over the phone using Voice AI. It's like having an infinite supply of your best agents.

  • Wednesday
  • Thursday
    • Benjamin Gleitzman: Speaking in the Theater Hall 5

      11.00 - 11.30

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      11.00 - 11.30

      Benjamin Gleitzman - Replicant

      The Great Resignation: Why Your Contact Center Won’t Survive without Automation

      Being a contact center leader has never been harder. Hiring shortages, high agent turnover, and unpredictable surges in call volumes are just a few of the challenges adversely affecting today’s customer service providers. Contact center automation has now become imperative to survival. Learn how leading contact center innovators across industries are already experiencing the gains in productivity, efficiency, and instant scalability from automating their contact centers with intelligent virtual agents.


      Cristopher Kuehl & Shannon Brown- Hess: Speaking in the Theater Hall 5

      11.45 - 12.15

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      11.45 - 12.15

      Cristopher Kuehl & Shannon Brown- Hess - Sitel & CallMiner

      Automating QA to Drive Measurable Results, Faster!

      In this enlightening session, Cristopher Keuhl, Global Head of CX Analytics, Sitel, and Shannon Brown-Hess, Customer Success Director, CallMiner will provide tangible, real-world examples from a well-known telecommunications brand on how to successfully implement an automated QA process to ensure calibrations, be more agile, and provide a better overall customer experience…quickly. Attendees will learn how to: •Drive higher NPS scores to positively impact your bottom line •Increase internal coaching techniques and methods to increase retention and loyalty •Navigate transformational change within your business from what your customers & employees are already telling you


      Fred Stacey: Speaking in the Theater Hall 5

      12.30 - 13.00

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      12.30 - 13.00

      Fred Stacey - Smartz Solutions

      The experience culture is here! But which one?

      With years of development in cloud contact center software, companies have created amazing tools to improve the front-line employee experience but why haven’t we adopted them? In this 30-minute session, we will explore why the Employee Experience is the most important driver for the future of any contact center initiative. EX focus will have a long-term impact whether you want it to or not and awareness is the first step.


      EJ Bowen: Speaking in the Theater Hall 5

      13.15 - 13.45

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      13.15 - 13.45

      EJ Bowen - OmniLegion Technologies

      Optimize CX & Operationalize AI for Omnichannel Contact Centers

      Contact centers can accelerate their CX and digital transformation plans in order to keep up with changing customer demands and advance innovation. Cost-effective alternatives with next-generation features like cloud-based technology and AI are helping speed the transition and creating business value. Join us for a discussion and practical guide on optimizing your omnichannel contact center through a flexible growth platform that enhances CX, embraces automation and operationalizes AI.


      Tom Michaelian: Speaking in the Theater Hall 5

      14.00 - 14.30

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      14.00 - 14.30

      Tom Michaelian - Neustar, Inc., a TransUnion company

      Customer Contact Excellence in the Era of Robocalls and Call Fraud

      Join Tom Michaelian, Channel Partner Manager with Neustar, a TransUnion Company as he discusses strategies that have proven to optimize outbound dialing performance for contact centers.


      Mike Mixon: Speaking in the Theater Hall 5

      14.45 - 15.15

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      14.45 - 15.15

      Mike Mixon - Textel

      How Pearson Education Improved Engagement by 225% with Texting

      Times are changing - and so are the ways your customers interact. In fact, not only are more customers texting companies, they’re doing it more than ever before. In this session, you’ll see how Pearson transformed interactions with students, improving engagement 225%. You’ll hear how to improve your customer experience and agent efficiency - compliantly. Then, you’ll learn how to help agents get started without adding stress to their role.


      Gary Davis: Speaking in the Theater Hall 5

      15.30 - 16.00

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      15.30 - 16.00

      Gary Davis - SmartAction

      Implementing an AI Virtual Agent Is Only the First Step

      TBD