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Contact Center
Using Technology: The Journey to Build and Optimize a Small Contact Center
Billie Sue Durden, Director, Meadows Regional Medical Center
Why Autonomous Customer Engagement Requires a New Governance Model
Clay McNaught, Chief Executive Officer and Board Member and Neal Keene, Chief Technology Officer, Gryphon
Driving Innovation with People and AI
Slava Zhakov, Founder and Chief Technology Officer (CTO), Crescendo
From Agent To Advocate
Rob Gofourth, Vice President, Operations Strategy & Performance, Blue Cross NC
AI-Powered Business Phone Answering Services
Converting Every Conversation into a Business Outcome
Achal Augustine, Founder, PhoneNinjas AI
Turning Frontline Experience into Trusted Brand Support
Felipe Rodriguez, CTO, Inktel Contact Center Solutions
The Face of an Organization
Diana Jenkins, Manager, Customer Development, and Lauren Kriz, Marketing and Communications Specialist, Nicor Gas
Powering Contact Center Performance Through Data-Driven Integrated Capacity Planning
Sunil Varyani, Co-Founder & CCO; Mohit Shah, Co-Founder and CEO, Datanitiv
Successful Contact Center Cloud Migrations
Scott Prater, VP of Technology, PPT Solutions
Customer Experience Benefits of Contact Center Services
Janie Frank, Knowledge Management Analyst, Hunter Douglas
Don't Call it a Contact Center - The DFW Experience Hub
Julio Badin, Senior Vice President, Customer Experience, Dallas Fort Worth International Airport
Redefining the Future of Contact Centers
Swapnil Jain, Co-founder and CEO, Observe.AI
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Contact Center Outsourcing Strategy- A Buyer's Perspective
Jon Browning, President and Founder, Global BPO Solutions
The Future of Contact Center Infrastructure is in the Cloud
Donna Fluss, President, DMG Consulting LLC
Optimizing Support Interaction: Closing the Loop in Contact Center Automation
Roop K. Lakkaraju, EVP, CFO, and COO, Support.com
Upcoming Trends in the Contact Center Industry
Matt Rocco, President and COO, Etech Global Services
Automation Technology will Evolve Call Centers
Darren Wesemann, SVP, CTO, and Chief Product Officer, Connexion Point
Redefining the Role of Contact Centers
Rosetta Carrington Lue, Chief Customer Service Officer and Executive Director, City of Philadelphia
The Future of Contact Center Technology Lies Not in the Technology Itself
Lara Ponomareff, Practice Leader, CEB
Culture. Service. Growth: The Mega Combo of Cloud and Contact Centers
Tim Montgomery, Managing Owner and Tim Handren, Managing Owner, Culture. Service. Growth
Waking up to the Contact Center Technology Revolution
Keith R. McFarlane, CTO & VP of Engineering, LiveOps
Cloud Choices for Customer Engagement: What's Best for Your Contact Center
Jason Alley, Director-Solutions Marketing, Cloud Solutions, Interactive Intelligence
Guidelines for Finding the Right BPO Partner
Michael Mills, SVP, Global Contact Center Sales and Solutions, CGS
Digital Consumerism Changes the Face of the Contact Center
Randy Holl, CIO, Contact Solutions, a Verint Systems Company
Keeping Call Center Professionals Motivated with Increasing Call Center Technology
Ed Ariel, VP of Customer Service, ezCater
Differentiating your Customer Experience While Maintaining Profitability
Alice Sesay Pope, Head of Contact Center Operations & Customer Experience, First Horizon National Corporation
News
Five Trends Driving the Evolution of Omni-lingual Support in Contact Centers
Tom Tseki, Vice President and General Manager of GeoFluent & Customer Care Solutions, Lionbridge
Using Design Thinking to Craft Customer Experiences
George Hines, CIO, Massage Envy
Revolutionary User Experience (UX) for the Contact Center
Jerry Grassi, VP Sales, Skuid
Three Ways Contact Centers can Shape Customer Experiences
Preston Rogers, Assistant VP, Customer Contact Centers, Unum [NYSE: UNM]
The Contact Center of the Future: Embracing Culture and Advanced Technologies to Enhance Customer Experience
Jeff Beelman, Contact Center Solution Architect, General Dynamics Information Technology [NYSC: GD]
Digital transformation provides opportunities for customer experience
Sue Hoffman, AVP, Customer Experience, Colonial Life & Accident Insurance Company
Connecting the Dots with Customer Experiences
Martin Lampman, Director, Customer Support Operations at BCLC
Shaping Customer Experience
Hui Wu-Curtis, GM, Customer Service Operations & Strategy, Arizona Public Service - APS
Recent Technology Developments: The Impact on the Contact Center Environment
Cippy Seidler, Director, Consumer Care Center, Banner Health
Speaking of Disruption: How Messaging and AI will Disrupt the Contact Center
Evan Gerber, VP of Digital Strategy, Workplace Solutions, Fidelity Investments
The Best of Both the World's is Required, but it is people Who Add More Value
Jim Iyoob, Chief Customer Officer, Etech Global Service
Augmented Reality: The Future of Field Service Management
Ryan Snellings, Vice President Operations, Fresenius Kabi
How Remote Agents Working Virtually Improve Sales Efficiency
Joe Orr, EVP Insurance, Clearlink
The Wisdom of the Customer
Nick Snively, Senior Director, Academic Success Operations, 2U, Inc.
Five Different Approaches to Managing Multilingual Contact Centers: How to logistically provide service in any language – regardless of what staff speak
John Kelly, Chief Product Officer, Lionbridge
Omnichannel, Next-Gen Tech And Engaged Agents Converge To Drive Superior CX
Michael Ringman, CIO, TELUS International
Customer Service Begins and Ends with the Customer
Dave Kimble, Owner/CEO, Answer Aide
Customer Analytics to Fuel Change and Create an Advantage
Dayton Semerjian, Chief Customer Care Officer and Managing Director, LPL Financial
News
Migrating to Containers using Cloud Vendor Offerings
Hiram Amador, Manager of Data and Cloud Operations, Fragrance.com
Edge Computing…Where Does It Fit Today And Tomorrow!
Adel Bekhiet, Senior Director of Infrastructure & Cloud Services, Northwestern Mutual
How Ai is Revolutionizing Customer Service?
Arisa Chang, Head of Global Customer Relationship Management department, KKday
The Vital Role Of Call Back Procedures In Preventing Financial Fraud
Eduardo D. de Vasconcelos, Head of Information Security & IS Director South America Region, NSG Group
Unraveling 'Best Practice': A Call For Contextual Solutions
Geoffrey Potgieter, Geotechnical Manager, PanAust
The Importance Of Customer Service And Adaptability In Residential
Jovan Reveron, Multi-Site Director of Concierge Services, Bozzuto
Humanizing AI For Better Customer and Employee Experience
Wes Dudley, Vice President, Customer Experience & Retail Operations, Broad River Retail
Driving Innovation and Modernization
Brian Shultz, Chief Information Officer, Cruise Planners
Leadership Strategies Powered By Communication and Technology
Michael Crowley, Chief Information Officer, Shorr Packaging Corp
Mastering the Balance Between Innovation and Stability in Media
Paul Capizzi, Chief Information Officer, SVP Enterprise Technology, Fox Corporation
News
The Case for Your AI Modeling Approach
Candis Curd, Director, Product Management (AI/ML Focus), Unum
How Dr. Josh Nelson Applies Performance Psychology to Digital Employee Experience
Dr. Joshua Nelson, Director of Technology Experience, Power Design. Inc
Driving Digital Transformation in Commercial Real Estate
Dusti Wofford, Global Head of Digital Strategy & Technology, CBRE
Engineering Cultures of Excellence Built on Quality People and Purpose
Laura Bermudez, Chief Technology Officer, DrumWave
Leadership Is the Product: How We Create Value Through Exceptional Experiences
Luiz Gonzalez, COO, Inktel
Before You Fill another Pothole, Invest in Customer Experience (CX)
Alex Hempton, Acting Director & Chief Innovation Officer, Performance & Analytics Department (PandA), The City of San Diego
Shaping Customer Experience at Scale
Allison Landers, Chief Experience Officer (CXO), Banking & Lending, UBS
Managing Customer Relations and Sales Leadership: My Journey and Strategies for Success
Mike Hayes, Chief Customer Officer, Newell Brands
