Sponsored by

Cosivian

Las Vegas Convention Center

April 24th & 25th 2024

10AM - 4PM WED/THUR

Apr 24 & 25 / 2024

LVCC, Las Vegas

Theater Hall 8

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
    • Ronnie Allen: Speaking in the Theater Hall 8

      11.00 - 11.30

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      11.00 - 11.30

      Ronnie Allen - Contact Center Compliance

      CallerID Spam Remediation | Why Swapping Numbers is an Outdated Strategy

      Legitimate callers often find themselves erroneously labeled as SPAM or even blocked on outbound calls. Businesses are unnecessarily spending thousands of dollars rotating large quantities of DIDs to conduct standard business, but this strategy is becoming less and less effective. Join us as we discuss employing industry best practices to avoid spam mislabeling and discuss new cutting-edge strategies to maximize ans


      Suzanne Kirkendall: Speaking in the Theater Hall 8

      11.45 - 12.15

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      11.45 - 12.15

      Suzanne Kirkendall - BVA Nudge Consulting

      Using Behavioral Science to Enhance Call Center Performance

      Learn how behavioral science and “nudges” can provide huge ROI by improving call center efficiency and conversion rates, including specific case studies


      Barbara Dondiego: Speaking in the Theater Hall 8

      12.30 - 13.00

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      12.30 - 13.00

      Barbara Dondiego - AVOXI

      What are your calls telling you? Insights from millions of global conversations.

      Global conversations are evolving with voice emerging as a live, premium experience channel. In this session we''ll look back over the last three years of millions of global conversations- understand the call trends, review technical quality impacts and walk away with data-backed strategies to optimize your contact center operations and overall global voice infrastructure. When every conversation matters, it''s time to think differently about your contact center data.


      Mike Hensgen: Speaking in the Theater Hall 8

      13.15 - 13.45

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      13.15 - 13.45

      Mike Hensgen - S-NET Communications, Inc.

      Efficiencies & Experiences: Enhancing Your Customer Service Interactions

      Ensuring engaging and effective customer interactions with your brand is vital to continued growth and repeat business. Take a deep dive into the technologies that help customer service agents deliver consistent, high-quality experiences that keep customers returning again and again. Mike Hensgen from S-NET Communications will share the secrets to making every step of the customer journey a success.


      Mark Alpern: Speaking in the Theater Hall 8

      14.00 - 14.30

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      14.00 - 14.30

      Mark Alpern - Cinareo Solutions Inc.

      The Hard and Hidden Costs of Attrition in Contact Centers

      Agent attrition is arguably the most significant unwanted expense in the contact center industry. Yet, few executives know attrition’s monetary impact because most estimates exclude its hidden and indirect costs, causing an underestimate of $6,000 to $10,000 per agent. Miscalculating attrition-related costs creates a false sense of security that undermines decision-making and capacity planning. In this session, we will separate fact from fiction by discussing six widely-held myths about the cost of attrition. Attendees will learn a more accurate way to calculate their center’s hiring, training, nesting, and attrition expenses.


      Chris Stalnaker: Speaking in the Theater Hall 8

      14.45 - 15.15

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      14.45 - 15.15

      Chris Stalnaker - First Orion

      Better Engagements, Happier Agents: How Branded Calling Creates the Total Experience

      The future of the phone call is branded. When contact centers brand their outbound calls, customers answer ready to do business – making for happier agents and a better bottom line. In this presentation, we''ll tell you what branded calling is, how it works, and how call centers are using it right now to raise ROI and customer satisfaction.