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Session Tracks

NOTE:Information noted below is from this past 2016 event. Please look for the full program for the May 2017 conference to be posted in early 2017.

Customer Experience - New!

As customer touch points increase, the contact center is quickly becoming the epicenter for how customers perceive their interaction with your company.  This newly created track address the challenges, successes and roadmaps needed to improve your customers' experience. View Customer Experience sessions >

Small Contact Center Management

This track addresses the specific challenges of small contact centers (from 2 to 50 agents), providing the tools, strategies and tips you need to optimize your resources for success. View Small Contact Center Management session >

People Management

If you're responsible for managing people in the contact center, this track is where you'll find the ideas and resources you need to improve. We'll tackle the tough issues of retention, stress, and attendance, give you insights on coaching and selling, and set your supervisors up for success. View People Management sessions >

Operations Management

We’ve emphasized the “how to” in these critical operations topics so you can return home with actionable ideas for making immediate improvements to your contact center. Results are what you need, and this track will show you exactly how to achieve them in your own operation. View Operations Management sessions >

Technology Management

The amazing array of bells and whistles in today’s technology is impressive – and overwhelming. This track will help you to understand what’s most important: how to use contact center technology to get the job done. These sessions range from selecting applications to using them, including how to coordinate across the organization. View Technology Management sessions >

Strategy and Leadership

If you’re ready to be inspired by fresh ideas on strategy and leadership, this is the track for you. We’ll delve into the “big picture” issues that keep you up at night, and provide insights into leading your team to success from the best in the business. View Strategy and Leadership sessions >

Encore Favorites

With such a wide variety of hot topics at the conference, it’s not always easy to choose which session to attend over another. This track brings you the most popular sessions for an “encore” performance so you can be sure not to miss them! View Encore Favorites >