The theme for the Customer Contact & Call Centers Event, "Delivering Value To Your Organization," reflects the fact that call centers are no longer just for handling customer complaints. Increasingly companies are using this critical point of contact with the customer as a way of defining and maximizing their competitive advantage and leveraging it as a tool to improve ROI. This is THE event for call center professionals looking to uncover ways to energize your workforce, optimize the customer experience, and drive strategic change.

• 80% of large call centers expect their agents to sell and provide service*
  
  Hear how World Travel Holdings has taken an innovative approach to transforming their agent roles

• Barriers between the contact center and the organization are dissolving—There is a need for unified communications
  
  Understand how to drive change and relay business intelligence to your organization from Jeremy Joseph at Hewlett Packard

• Recruiting talent has become more difficult due to a need for expanding skill sets
  
  Learn how to create the best possible customer service team from interviewing techniques to training plans at Genzyme’s hands-on half day workshop

• Call center attrition rates are nearing 50% per year
  
  Discover how you can manage agent churn and increase employee engagement from the American Heart Association

* Precision Marketing Group Study

Featured Presenters
CUSTOMER SERVICE IS MEASURABLE Gary Class Senior Vice President Wells Fargo HUMAN SIGMA Jim Asplund Principal Gallup	LEGENDARY CUSTOMER SERVICE Bosco Saldanha Learning Manager The Ritz-Carlton, Palm Beach EVERYTHING SPEAKS Dennis Snow Founder & CEO Snow Associates formerly Disney Institute Guru