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
Welcome! We are celebrating Call Center Summit’s 9th year with a newly branded and improved Summit – The Future Call Center Summit. An event that challenges the status quo and explores remarkable service every time, everywhere.
The future is here. Technology is moving into the cloud and customers are contacting you using their mobile devices. Social media and mobile alone have created an “always on” society where the conversation never stops, changing the face of customer service as we know it. Big data is enabling companies to go beyond a 360 degree view of their customers to be more proactive and create a richer customer experience.
Introducing The Future Call Center Summit where customer care professionals, experience visionaries and technology experts convene under one roof to discuss how to leverage service as a pinnacle business driver. The event focuses on the opportunities and obstacles service career professionals must know to keep on top of trends and remain ahead of the curve.
Through a wide-variety of formats and event experiences you will roll up your sleeves for an action-oriented experience where experience-based presentations provide proof, keynotes provoke and like-minded peer meet-ups provide the intimate forum to solve what keeps you up at night.
Lisa Schulman - Senior Conference Producer & Sector Leader
Phone: 212-885-2714 Fax: 212-885-2723
Gahwui Kim - Marketing Manager
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.