Sponsored by

Las Vegas Convention Center

April 24th & 25th 2024

10AM - 4PM WED/THUR

Apr 24 & 25 / 2024

LVCC, Las Vegas

Theater Hall 7

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
    • Tariq Alinur: Speaking in the Theater Hall 7

      11.00 - 11.30

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      11.00 - 11.30

      Tariq Alinur - BrainCX (BCX)

      Video Chat - The Ultimate Customer Experience

      Join Tariq Alinur, Chief Executive Officer at BrainCX (BCX) and VOVI, as he explores the power of video support in revolutionizing customer experience. With over 30 years of experience in CX and digital transformation, Tariq will share his expertise on the importance of personalizing and simplifying CX through video chat. Transform your customer engagement and improve customer satisfaction. Don't miss this opportunity to learn from the best. Register now.


      Kevin Terrell: Speaking in the Theater Hall 7

      11.45 - 12.15

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      11.45 - 12.15

      Kevin Terrell - Birch AI

      Reducing average handle time up to 35%

      The world of AI automation for call centers is rapidly evolving past the prior era of hype, and best-in-class solutions are now able to replicate or even exceed human level performance on a variety of tasks. We’ll review some of these technology changes, and how best-in-class providers are able to package next generation AI into solutions that can drive big productivity and quality improvements for call center operators.


      Stephen Baer: Speaking in the Theater Hall 7

      12.30 - 13.00

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      12.30 - 13.00

      Stephen Baer - ELB Learning

      Level-Up Your Call-Center Customer Service Training with Gamification

      When agents are happy, customers are happy. According to a recent TalentLMS Survey, 87% of employees believe that Gamification makes them more productive, 84% more engaged and 82% happier at work. The result? Lower turnover rates and improved customer experiences. Learn how an omnichannel multi-billion dollar call-center company leverages gamification and training games to motivate and train their 300,000 employees worldwide.


      Jason Byrne: Speaking in the Theater Hall 7

      13.15 - 13.45

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      13.15 - 13.45

      Jason Byrne - NetSapien

      Contact Centers Reimagined: Revolutionize the Customer Experience

      Customer experience has emerged as a key differentiator for brands across the globe. In an era of fast-moving technology and always-connected customers, effective communication is critical for delivering superior customer experience. To this end, AI-enabled Contact Centers find themselves in a new role — delivering better experiences across an omnichannel customer journey as well as providing actionable intelligence required for systemic changes. Add to this, the endless possibilities that Metaverse will very soon unlock for contact centers. Brands today need to learn how to tap into this potential by combining AI and human support across the customer lifecycle. Discover how agent-facing, customer-facing, and supervisor-facing technologies can revolutionize CX in the near future. And how your business can prepare for this today. Key Takeaways: -Positioning Your Contact Center to Add Strategic Value -Implementing data-first technologies for better CX -Using AI collaborations to transform the agent experience -Building loyalty with a single view of the customer -Building deeper connection in the metaverse


      Bill Schwaab: Speaking in the Theater Hall 7

      14.00 - 14.30

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      14.00 - 14.30

      Bill Schwaab - boost.ai

      From IVR to IVA: Transforming Your Contact Center for the Future

      Are you curious about the latest advancements in contact center technology? Join our industry experts as we explore the state of IVR today and the benefits of investing in Intelligent Virtual Assistants (IVA) over traditional IVR. Learn how contact centers are leveraging IVA technology to enhance the user experience, increase ROI, and save costs. We''ll provide industry stats and delve into the why and how behind this technology shift. Discover how to maximize your investments in people and tech while reaping significant cost savings. Don''t miss out on this thought-provoking conversation.


      Jorge Oros: Speaking in the Theater Hall 7

      14.45 - 15.15

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      14.45 - 15.15

      Jorge Oros - Call Center Servcies International (CCSI)

      Strategic Advantages of Nearshoring

      This session will outline the key advantages of establishing a nearshore contact center and workforce. The audience will hear from experts who have established nearshore contact centers and discuss the Pros/Cons of this type of initiative.