Contact centers are finding themselves rapidly evolving with ever changing technology. Agents are able to find information from knowledge bases in real-time, and they often find themselves having to multitask by switching between voice, chat, and social media support. Some contact center agents even have the option of working from the comfort of their homes.
Considering all the changes in contact center technology, how is it possible to keep up with all the changes? Contact center executives and managers, like most business people, have the opportunity to attend conferences and workshops- a great way to stay up to date on the industry.
Frost & Sullivan Contact Center East Florida April 2015
Very similar to the Frost & Sullivan Contact Center West conference, the Sullivan Contact Center East event, which will be held in Florida, in April 2015, is designed to assist customer analytics, customer contact, customer loyalty, customer support operations, quality assurance, and sales and marketing professionals a platform to share insight, ideas, and best practices.
There is a networking golf scramble, networking roundtable discussions, and other activities aimed at bringing together contact center professionals to learn the skills necessary to grow and expand their existing client list.
Gartner Customer 360 Summit Florida May 2015
The Gartner Customer 360 Summit, to be held in Florida in May 2015, brings together senior business, marketing, and IT leaders to:
- Craft CRM vision and strategy
- Understand new analytics, metrics, and big data
- Increase sales effectiveness
- Improve customer service
There are special workshops, one-on-one discussions with industry professionals, keynote discussions, and roundtable discussions, in addition to special relaxing social activities, which give professionals a chance to network outside of the business setting.
Contact Center Conference Orlando, Florida May 2015
The International Customer Management Institute (ICMI) sponsors contact center conferences and workshops, with one of the most attended global gatherings being held in Orlando, Florida.
In May 2015, attendees will have the opportunity to stay at the Walt Disney Dolphin Resort while attending four full days of workshops, site tours, case studies, panels, and discussions taught by contact center industry-leading experts.
Contact center professionals attend this conference to learn how to improve their centers’ performance; better manage their people and resources; improve operations; and select and implement the latest technology. All while enjoying the opportunity to network with other contact center professionals in the relaxing Disney environment.
San Diego Contact Center Conference March 2015
If the warm surroundings of sunny San Diego are more enjoyable, the ICMI sponsors a conference and workshops March 17-20. Choose to attend a four day “Workforce Management Boot Camp,” which allows for an integrated approach to contact center planning and operations based on the everyday realities managers and analysts face.
Learn proven techniques to improve forecasting and scheduling, under the guidance of expert instructors. Gain a better understanding of WFM stats, while learning to provide more informative value through reporting and data.
A two day contact center strategy workshop is also available in San Diego during this time, allowing executive-level planning using the tools and direction necessary to develop, implement, and manage a leadership progress, including:
- Comprehensive customer access strategy
- Integrated multiple customer contact channels
- Strategies for improving contact center return on investment
- Aligning people, processes, and technologies with a single vision
- Building a strong case for needed investments
- Inspiring customer loyalty
- Improving strategic value
Participating in contact center conferences is not only educational, but fun. Talking shop often leads to discussing potential job openings, partnerships between centers, and demos for new technology. What other events should we add to the list?
