January 27 - 30, 2015
Omni Orlando , ChampionsGate, Florida
January 27-30, 2015
Omni Orlando Resort, Orlando, FL
• Three action-oriented track themes
• Future trends think tank
• Micro-community meet-ups
• One-on-one meeting opportunities
• Co-located with Call Center Executive Exchange
• The Future Call Center Summit Mobile App
• Track A: The People Revolution
• Track B: Technologies to Drive Business Goals
• Track C: Uncovering New Business Value & Measuring ROI
In the “age of the customer” we invite you to embrace change, act on customer intelligence, innovate, deliver customer experience ROI and measure results. The Future Contact Center Summit is the one customer care event that synthesizes emerging trends, customer needs, disruptive technologies and business imperatives into a clear vision for advancing service excellence.
Lisa Schulman - Senior Conference Producer & Sector Leader
Phone: 212-885-2714 Fax: 212-885-2723
Gahwui Kim - Jr. Divisional Marketing Director
Simon Copcutt - Director of Sponsorship
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“Three letter word, WOW. Absolutely fantastic. There are three things I really appreciate about this. Number one. What a neat place to network with fellow peers and fellow innovators in the industry.” Call Center Manager, CollegePlus
Best Practices, LLC is a research firm and a media partner for the Call Center Summit. This industry report covers aspects such as: call center structures, call center performance metrics, differentiated service for high value customers, complaint resolution management, and knowledge management.
Steve Riddell, like most customer management executives, philosophically recognizes the role talent development plays in transforming the contact center from a cost function to a profit one. But as far as execution goes, Riddell, the chief operations officer for Blinds.com, believes a fundamental management strategy is lacking from many contact centers.
Customer Management IQ’s Shawn Siegel spoke with Eric Galvin, VP Call Strategy & Operations at CIGNA. Eric leads call operations for CIGNA’s 20 million health and dental customers. In a short time, he has developed a track record of success and innovation. Eric will be presenting at the 8th Annual Call Center Summit.
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