Looking Forward, Looking Back


Looking Forward, Looking Back

Contact Center Nation and Contact Center Pipeline partnered up this year to deliver a four-city tour. As we find ourselves smack dab in the middle of the schedule, we wanted to take a minute to reflect on where we have been as well as look ahead to the final two destinations on the horizon.

We set out to start a conversation and bring Contact Center leaders together for a dynamic experience. While the backdrops of the first two stops could not have been more different—from cactus, mountain and valley views in Phoenix to a cosmopolitan penthouse venue overlooking downtown Chicago—the attendees all had plenty in common. They were Contact Center, Customer Service and Customer Experience Professionals who are passionate fans of the customer experience. They came in excited to learn, share, connect and collaborate.

While the locations and attendees may differ, the format for each stop has been and will continue to be consistent. We kick off each event with a welcome reception and then host live interviews with local Contact Center Leaders. Linda Harden, Publisher of CCP, is at the helm to dig in and discuss what’s next for innovations in the space and how that will translate to their centers. The sharing and learning has been superb.

We then transition into what might be the anticipated and well received portions of the tour, the Roundtable Discussions. Attendees have had the opportunity to learn and share with their industry peers in small groups. A wide variety of topics have been presented including issues related to Building a Better Culture, Understanding AI & Chatbots, Taking Your Contact Center to the Cloud, Leveraging the Power of Analytics, Attracting & Retaining Top Talent, Actively Listening to your Customers via Social Media, Effective Interdepartmental Communication, Agent Engagement and more. We have not only witnessed firsthand the power of the peer-to-peer learning but have seen how so many wrestle with the same struggles that transcend industries and locations. These activities have been so valuable in offering a dialogue to share ideas, insights and underscore success.

The day is rounded out with subject-matter experts talking about the technology in the space. These interviews are coupled with specific solutions to support success across all channels. The session shines a light on insights, trends and opportunities for innovations in customer experience in an informative and agnostic setting.

The final two stops of this series are coming up! Make plans to join us in Boston on October 3rd, and in Miami/Ft. Lauderdale on November 15th. We invite you to attend, learn, share and be heard. Take the information you need back to your Contact Center and position yourself as the influencer that you are.

For more details and to register, visit the CCP Events page. Interested in speaking or sponsorship opportunities? Contact Valerie McSorley to discuss at 617.935.9040 or via email at [email protected].

Here’s to all great things on the road ahead.

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Valerie McSorley headshot

Valerie McSorley is the Founder & Producer of Contact Center Nation. She has over 20 years experience planning and producing high quality, executive level events with a niche portfolio in Contact Center, Customer Service & Customer Experience meetings and conferences.