Las Vegas Convention Center

26th & 27th April 2023

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

Apr 26 & 27 / 2023

LVCC, Las Vegas

Theater Hall 6

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:
Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating tools that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world's fastest-growing brands.

  • Wednesday
  • Thursday
    • Chris Anderson: Speaking in the Theater Hall 6

      11.00 - 11.30

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      11.00 - 11.30

      Chris Anderson - AirKit

      Lowering Your Cost to Serve with Digital CX Automation

      Customers have gone digital fast, but most companies have not been able to keep up. As a result, contact centers are flooded with high call volumes for routine requests like order status. To meet increasing call volume, companies are scaling with headcount. This drives up costs while hurting CX.


      Jennifer Waite: Speaking in the Theater Hall 6

      11.45 - 12.15

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      11.45 - 12.15

      Jennifer Waite - Playvox

      Deliver great experiences to your agents so they can turn that into creating great customer experiences

      According to Salesforce, 71% of service agents have considered leaving their job in the past six months and 69% have considered leaving customer service roles entirely. This amplifies one of the biggest challenges that contact centers are facing since the pandemic is that employees demand more from their employer and if they don’t get it from you, they will find a place that will deliver to their needs. This means that you not only have to create a workplace that defines you as an Employer of Choice, but you also must make sure that you continue to drive towards that goal while considering the generational differences that could impact how your agents perceive your plan.


      Andrew Casson: Speaking in the Theater Hall 6

      12.30 - 13.00

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      12.30 - 13.00

      Andrew Casson - Content Guru

      The Cost and Ops Advantage: Growing with end-to-end CCaaS Solutions

      Any businesses in a high-growth stage is faced with same question. When expanding our Customer Experience (CX) technology portfolio, which pathway will generate better value for our business: building up a best-of-breed, single-channel technology stack, or investing in an integrated full-stack solution from a single provider? Join CX expert Andrew Casson of Content Guru, as he explores the pros and cons of full-stack vs single-channel purchasing. Andrew will be discussing everything you need to know about the business benefits and drawbacks of both solutions, as well as their implications for issues such as systems integration, reporting, cost, data security, scheduling, maintenance, and agent experience. Don’t miss out on this deep dive into the world of CX expansion, and find out how the technology behind your CX delivery can drive market-leading customer loyalty, and power business growth.


      Aaron Fischer: Speaking in the Theater Hall 6

      13.15 - 13.45

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      13.15 - 13.45

      Aaron Fischer - OfficePartners360

      “Things We Think & Do Not Say: Taking the Stigma out of BPO”

      Sharing the good, bad, and the ugly about how your outsourcing partner operates from a seasoned executive who has seen it all. Learn how employee engagement, community social engagement, and the cost of doing business really impact your customers. We will pull back the curtain on how your partner might operate but more importantly how your future BPO should operate - not as a partner but as an extension of your team.


      Anoosh Roozrock: Speaking in the Theater Hall 6

      14.00 - 14.30

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      14.00 - 14.30

      Anoosh Roozrock - Aloware

      Keeping Up with Mobile Customers: Business Texting for Contact Centers

      Gone are the days when people would take calls from unfamiliar numbers. Modern-day customers are hooked to their mobile devices, and they communicate through a combination of different channels. Amidst the chaos of social media and email, there’s business texting that can set one apart. By text-enabling contact centers, it’s easy to deliver fast and personalized support. Here’s how this often neglected medium can improve customer experience and operational efficiency.


      Derek Roberti: Speaking in the Theater Hall 6

      14.45 - 15.15

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      14.45 - 15.15

      Derek Roberti - Cognigy

      Why Contact Centers’ Next Big Move is: Voice Bots

      Contact centers are paying the price for under-investment in automation technologies. 61% of customers today still prefer to speak with a live agent on the phone. However, combined with a pandemic and a labor shortage, contact centers are turning to automation. How can being an automation-first call center transform CX? Join this session to learn how voice-enabled solutions enable your employees and customers to get answers faster than ever before.


      Jill Christensen: Speaking in the Theater Hall 6

      15.30 - 16.00

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      15.30 - 16.00

      Jill Christensen - Jill Christensen International

      If Not You, Who? How to Crack the Code of Employee Disengagement

      Organizations in the top tier of employee engagement outperform their peers by 147% in earnings and have a 90% better growth trend than their competition. However, only 36% of U.S. workers – 20% globally - are engaged. How do you inspire people to get into the game? Jill has a proven strategy to turn employees into a unified high-performing team, resulting in increased productivity, retention, customer satisfaction, and revenue growth. Priceless.