$39 – $99

Fall Kick Off Event with SOCAP New England - Contact Center Ideas & Innovat...

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Granite Links Golf Club

100 Quarry Hills Drive

Quincy, MA 02169

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Refund Policy

Refund Policy

No Refunds

Event description


Join SOCAP New England, Contact Center Nation, Contact Center Pipeline Magazine, Zappix, Bright Pattern and a pool of your industry peers for an interactive experience focused on your Call Center.

We have assembled a robust delegation of subject matter experts to share industry insights. Hear firsthand what should be on your radar to keep your Contact Center cutting-edge in the midst of new technologies and everchanging customer expectations. This exciting day is chock full of learning, networking, FUN and prizes galore including cash giveaways! Grab a colleague or two...You won't want to miss this kick off event for the Boston stop on the Contact Center Ideas & Innovations National Tour!

Event Agenda*

10:00 am Check in, Registration & Refreshments

10:30 am Interactive Panel Discussion - Integrating Work from Home Agents: Successes & Challenges Panelist to include Lego, ezCater, Radial, AW Companies, SmartPak, VIPdesk Connect and Moderated by Caras Training.

12:00 pm Lunch Sponsored by Bright Pattern

1:00pm Contact Center Nation Begins

Show Floor Open with Exhibit Booths & Welcome Reception

1:25 pm Official Kick Off & Welcome!

1:30 pm IDEAS - Executive Talk Interviews

Conversation Style Interviews featuring the best of the best Local Contact Center Leaders on a variety of hot topics! Join us as we sit down with Kathleen Peterson, a true Contact Center Industry Guru, Founder and Chief Vision Officer of PowerHouse Consulting. We will also be talking with Jeffrey Adams, Director of Call Center Operations, AAA Northeast on "Innovating the Onboarding Experience to Increase Retention, Engagement & Agent Satisfaction" and "The Intersection of Technology, Inudustry & People" with Christopher Drury, Customer Care Manager, Blount Fine Foods.

2:30 pm Networking Refreshment Break Sponsored by SOCAP New England

2:45 pm Afternoon Roundtable Discussions

Lively peer-to-peer discussions with a variety of topics offered. Each table anchored by a primary market Contact Center Leader. Highly anticipated, fan favorite! Contact Center Professionals have LOVED the opportunity to learn and share industry experiences, insights and best practices with one another.

Topics to include:

*Employing Empathy to Drive the Overall Customer Experience Hosted by Laurel Egan Kenny, President, Turningpoint Communications

*Developing Tomorrow's Leaders Today Hosted by Dianne Durkin, President, Loyalty Factor

*Building a Better Culture Hosted by Linda Harden, Publisher, Contact Center Pipeline Magazine

*Boosting Contact Center Performance through Employee Engagement Hosted by Matthew Vieira, Operations & Electronic Communications Manager at Cambridge Savings Bank

*The Culture of a Remote Workforce Hosted by Mike Sanders, Director of Marketing, NTI, National Telecommuting Institute

*Best Practices for Managing Chat in Your Contact Center Hosted by Rhonda Rohtstein, President, New England SOCAP Chapter

*What Does Digital Transformation Mean to Your Company? Hosted by Steve Pappas, Senior VP, US Operations, Panviva

*Think Outside the Bots: Three Essential Pillars of Robot & Human Collaboration Hosted by Scott Merritt, VP, Global Head of Automation, Jacada

*Harnessing the Power of AI, Automation & Live Agents to Exceed Customer Expectations Hosted by Yossi Abraham, President, Zappix

*Creating and Measuring a Great Omnichannel Customer Journey Hosted by Peter Low, Senior Account Executive, Bright Pattern

As much as the term “omnichannel” has been used—and overused—it is surprising that so few companies are actually offering it. In this era of business disruption, effortless personal omnichannel is the key to winning yet both Gartner and IQPC estimate that only five percent of companies today are offering true omnichannel. So how do you get started? In this roundtable we well discuss top tips for omnichannel customer experience and ways to ensure consistency across all channels.

*Open Networking

3:15 pm Roundtable Discussion Topics Repeated

Guests will have the opportunity to attend a different session previously offered at 2:30pm.

3:45 pm INNOVATIONS - Live Interviews with Contact Center Subject Matter Experts

Hear from subject matter experts in the field on how to best solve challenges in your Call Center with the latest in technology and innovation.

4:45 pm Wrap Up Networking Reception Here's your chance to win some amazing gifts including CASH PRIZES - Must be present to win.

5:00 pm Event Concludes

*Final program subject to change

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Date and Time


Granite Links Golf Club

100 Quarry Hills Drive

Quincy, MA 02169

View Map

Refund Policy

No Refunds

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