The Future Contact Center Summit

January 26 - 30, 2015

Omni Orlando , ChampionsGate, Florida

The Future is Here. The Future is Now. 
Don't Get Left Behind.

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.

Interested in getting involved?

Speaking Opportunities:

Lisa Schulman - Senior Conference Producer & Sector Leader
Phone: 212-885-2714 Fax: 212-885-2723

Marketing & Media Partnership Opportunities:

Gahwui Kim - Jr. Divisional Marketing Director
Phone: 646-502-3266

Download the Agenda


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Media Partners

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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

Resource Center

  • Call Center Excellence: Customer and Performance Management

    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.

  • Where Call Center Managers Go Wrong on the Road to Excellence

    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, believes a fundamental management strategy is lacking from many contact centers.

  • Call Center Innovation and Leadership

    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.