For: Contact Center Managers / Supervisors and Operational Contact Center Leaders

Uncover new ways to engage your team and provide an environment that meets the needs of your organization, your agents and your customers.  Discover from your peers how they’ve found success, get perspectives drawn from their experiences, and learn how and why they use their current processes.

Topics:

  • Getting Maximum Value from Your Tools and Staff
  • Simplifying Operations and Integrations
  • Gaining Efficiency with the inContact Platform
  • Best Practices for Incenting Agents

Keynote – Innovation. Unleashed.

Time: Wednesday 9:00 am — 10:00 am

Location: Oceans Ballroom

Speakers: Paul Jarman (inContact), Mariann McDonagh (inContact)

Because of high powered consumer brands, customers want personalized, effortless service faster than ever. More than half of company executives say they have more urgency for customer strategy. With that, there is increasing visibility of the contact center’s role in managing customer journeys. Our goal is to lead the way for the future and help you be prepared for the challenges and opportunities. CEO Paul Jarman will set the stage for “Innovation Unleashed” and how inContact is moving full speed ahead with customers, partners and new technology to create tomorrow’s contact center—today.

Guest Keynote — Innovation. Unleashed.

Time: Wednesday 10:15 am — 11:00 am

Location: Oceans Ballroom

Speakers: Mike Rayburn

As a Hall of Fame international keynote speaker, author, comedian, and world-class guitarist, Mike Rayburn is an inspirational thought leader and one of the most in-demand and un-conventional keynote artists in the world. Drawing from his success as an entrepreneur as well as a Carnegie Hall headliner, Mike is a master at increasing profitability and impact by inspiring your team to become possibility thinkers and virtuoso performers… all by daring you to ask the question, “What if…?”

The Interface Experience

Time: Wednesday 11:00 am — 12:00 pm

Location: Oceans Ballroom 9

Speakers: Dan Phillips (inContact), Graham Allen (inContact)

User Experience has quickly evolved and becomes a staple within any product management group. As this field has become more defined so has the understanding of people and how they work. Standards have been established, practices have been strictly enforced and the science of User Experience has become a part of our everyday lives in all the products that we use. So why do some products stand out? Why do some interfaces enthrall us while others seem confusing and difficult? What makes a great interface and how does a wireframe of a good experience turn into a truly useful interface? Join us as we answer these questions and discuss the results of our observations and research into your contact centers. Understand how your employees work, what motivates them and how to ensure your operation is designed around an experience that empowers your agents and enables success in your contact center.

We’re Just Speaking Different Languages – Tips For Communicating With Your IT Team

Time: Wednesday 12:00 pm — 12:30 pm

Location: Oceans Ballroom 9

Speakers: Kristina Coker (Columbia Sportswear)

Five Top Contact Center Business Challenges Tackled with WFO (What to Do, What Results to Expect)

Time: Wednesday 2:00 pm — 3:00 pm

Location: Oceans Ballroom 9

Speakers: Kristyn Emenecker (inContact)

Being a customer contact professional has never been more challenging! In this lively, interactive session we’ll tackle five of the biggest challenges we face today–from increasing customer engagement to motivating a Millennial workforce to achieving first contact resolution across channels–with tools in the inContact portfolio. We’re not talking hypotheticals here! We’re talking specific, concrete–do this, measure this, review this report, and this should be your expected result. Results aren’t guaranteed but this session promises to give everyone tips to apply on day one back at the office and maybe some exposure into new tools you haven’t yet thought about adding.

Closing the Loop with ECHO

Time: Wednesday 3:00 pm — 3:30 pm

Location: Oceans Ballroom 9

Speaker: Pat Billig (Humana)

Discover how one company is leveraging the ECHO platform to transform the way they close the loop with customers and employees to drive an improved customer experience.

From Old School to New School: Creating a Path to Stay Cutting Edge in Business: A Customer Case Study

Time: Wednesday 4:00 pm — 5:00 pm

Location: Oceans Ballroom 9

Speakers: Scott McIntyre (Infinite Green), Roxanne Chihos (ActivStyle)

Most companies mirror how they used to do business when they transition to new technology. How many of them have gone back to take a look at how they can better take advantage of the technology with changes in processes. During this session you will learn about the journey that ActivStyle took with the assistance of Infinite Green in automating operational processes to allow the system do the work for them, empowering their managers to oversee the agents and customer experience. You’ll also hear about one of the unforeseen benefits experienced: the positive change in culture and getting all team members involved in taking personal ownership in creating the change.

Danger! Information Overload

Time: Wednesday 5:00 pm — 6:00 pm

Location: Oceans Ballroom 9

Speakers: Chris Lawson (Lawson Concepts)

Do your agents come up with the right answer or even the same answer for customers? An alarming trend caused by a glut of information and processes but a famine of answers threatens to take over your contact center and back office. In this session, learn about the consequences of the information landfill and what you can do to tame it.

The Experience of using Personal Connection®: What Gains Have Been Realized (Panel Discussion)

Time: Thursday 8:30 am — 9:30 am

Location: Oceans Ballroom 9

Speakers: Todd Carlson (Hoveround), Brad Davis (Academic Partnerships), Shane Cordon (inContact)

inContact’s Personal Connection solution has changed the landscape for call latency and predictive dialing, but how has it actually changed businesses? In this session, we will hear from two inContact customers; Todd Carlson, Sr Application Developer at Hoveround and Brad Davis, Contact Center Manager at Academic Partnerships. Learn what challenges they faced and see what gains Personal Connection has had on their center and business overall.

The Impact of the Cloud on RiksTV: A Customer Case Study

Time: Thursday 9:30 am — 10:00 am

Location: Oceans Ballroom 9

Speakers: Per Valvik (GoExcellent)

A case study that shows how inContact became the core platform in setting up a state of the art, long term solution, where market leading Customer Experience focus becomes reality. Omni channel handling and integration with CRM system, with each unique customers interaction at the finger tip of the individual advisor.

No One way to Multi-channel: Using the Tools of the Trade

Time: Thursday 10:30 am — 11:00 am

Location: Oceans Ballroom 9

Speakers: Debbi Murphy (inContact), David Brown (inContact)

In this day of electronics and busy lives; our customers as consumers want a good experience; or should I say engagement when we deal with large companies to the smallest of companies. And most of all we want it quickly to move on to the next item on their list; no more waiting in lines or waiting on hold. Customers want options!

Motivate Your Agents: Ways to Incent & Involve Them In Their Training Plans

Time: Thursday 11:00 am — 12:00 pm

Location: Oceans Ballroom 9

Speakers: Jennifer Waite (inContact), Richard Riga (Answer X)

Working as a contact center agent has a variety of challenges, so how can you keep your agents productive and motivated? In this session, Richard Riga, Executive Vice President of AnswerX, will discuss how their agents are involved in their training and development plans. You’ll be able to take home ideas on how to use incentives correctly and keep agents accountable.

For: WFM Managers, Quality Assurance/ Quality Managers, Customer Experience Managers, Coaches and Trainers

Workforce optimization (WFO) comprises many processes and tools that are used for assessment and for agent and organizational improvement. WFO provides unprecedented visibility into performance, operations and customer intelligence across your organization. Join us to learn how you can stay ahead in your business.

Topics:

  • Quality Management
  • Speech Analytics
  • Performance Management
  • Workforce Management
  • Voice of the Customer
  • Training and Coaching Best Practices
  • The Future of Workforce Optimization (WFO) in Contact Centers

Keynote – Innovation. Unleashed.

Time: Wednesday 9:00 am — 10:00 am

Location: Oceans Ballroom

Speakers: Paul Jarman (inContact), Mariann McDonagh (inContact)

Because of high powered consumer brands, customers want personalized, effortless service faster than ever. More than half of company executives say they have more urgency for customer strategy. With that, there is increasing visibility of the contact center’s role in managing customer journeys. Our goal is to lead the way for the future and help you be prepared for the challenges and opportunities. CEO Paul Jarman will set the stage for “Innovation Unleashed” and how inContact is moving full speed ahead with customers, partners and new technology to create tomorrow’s contact center—today.

Guest Keynote — Innovation. Unleashed.

Time: Wednesday 10:15 am — 11:00 am

Location: Oceans Ballroom

Speakers: Mike Rayburn

As a Hall of Fame international keynote speaker, author, comedian, and world-class guitarist, Mike Rayburn is an inspirational thought leader and one of the most in-demand and un-conventional keynote artists in the world. Drawing from his success as an entrepreneur as well as a Carnegie Hall headliner, Mike is a master at increasing profitability and impact by inspiring your team to become possibility thinkers and virtuoso performers… all by daring you to ask the question, “What if…?”

Workforce-Intelligent Contact Center: Where Data, Decisions and Action Meet

Time: Wednesday 11:00 am — 12:00 pm

Location: Oceans Ballroom 11

Speakers: Sarah Stealey Reed (Deliotte), Kristyn Emenecker (inContact)

WFO is a dynamic puzzle of technology, processes and resources, that when properly put together can be the key to optimizing the contact center. Join us as we show you how to put the WFO pieces together to save your contact center money and valuable time!

Building Categories That Matter

Time: Wednesday 12:00 pm — 12:30 pm

Location: Oceans Ballroom 11

Speakers: JaNae Forshee (inContact)

We will discuss some best practices around speech analytics. Drive change throughout your business by mining the metrics that matter. Learn how to target speech analytics to add insight across all departments in your business.

QM: Do’s and Don’ts (Panel Discussion)

Time: Wednesday 2:00 pm — 3:30 pm

Location: Oceans Ballroom 11

Speakers: Sheri Greenhaus (CRMXchange), Amy Latzer (LA 2-1-1), Jacqueline Oliver (N4A), Christina Cowell (inContact), Becky Hontz (Allegis)

Looking for tips to build or improve your QM program? Join us for this fast paced QM best practices session, moderated by the one and only Sheri Greenhaus! Our expert panel will review QM do’s and don’ts to help you build success in your business.

How to Engage Your Workforce

Time: Wednesday 4:00 pm — 5:00 pm

Location: Oceans Ballroom 11

Speakers: Bradin Wilhelmsen (ClearView), Dan Wolfgram (HireVue)

Join us as Bradin Wilhelmsen and Dan Wolfgram from HireVue discuss how performance management processes have evolved for their business. Dan will also discuss some best practices on increasing the engagement of your workforce. Bradin will then discuss best practices HireVue employed to re-engage their workforce. By the end of the session, you will be able to identify key practices and tools that can help your business take performance management to the next level.

Is it Possible to Have Efficient Schedules AND Happy Employees?

Time: Wednesday 5:00 pm — 6:00 pm

Location: Oceans Ballroom 11

Speaker: Mike Bourke (Verint)

Matching contact center resources with workload demand is a crucial part of workforce planning and management. Learning the latest tips, tricks, and best practices can help managers save time and improve workload predictability in your contact center. During our session Mike Bourke from Verint will discuss best practices to drive real ROI from WFM, while at the same time keeping your employees engaged and motivated to reduce attrition.

Best Practices for Executing Change based on Customer Opinion

Time: Thursday 8:30 am — 9:30 am

Location: Oceans Ballroom 11

Speakers: JaNae Forshee (inContact)

Join us for a best practices session to review voice of the customer processes and ECHO. Learn how ECHO can tap into customer insights and relationship-building opportunities you just couldn’t get in other ways. We will discuss how real-time customer feedback can dramatically change perspectives across the organization, from call center agents themselves to senior management, and how your organization can better tune in to the voice of your customers—and why customers aren’t waiting around for you to do it!

inContact Discover WFO Roadmap

Time: Thursday 9:30 am — 10:00 am

Location: Oceans Ballroom 11

Speakers: Kristyn Emenecker (inContact)

We will discuss the newest WFO product suite available to inContact customers. This session is specific for inContact customers that are considered small to mid-market and looking for a WFO solution.

Battle of the Workforce Managers (Panel Discussion)

Time: Thursday 10:30 am — 11:30 am

Location: Oceans Ballroom 11

Speakers: Minh Dang (LA 2-1-1), Robert Larkin (Onyx), Jake Angus (Great Wolf Resorts), Christina Cowell (inContact)

First rule of this battle: Bring your questions! Join some of our WFM customer experts to discuss best practices in Workforce Management. Listen to tips and tricks they are using in their centers to drive efficiency and optimized scheduling. Things could get fiesty, so you don’t want to miss this!

What lies ahead for Enterprise WFO at inContact

Time: Thursday 11:30 am — 12:00 pm

Location: Oceans Ballroom 11

Speakers: Kristyn Emenecker (inContact)

Kristyn will discuss what is next for WFO at inContact and what that will mean for you as our customers. Please bring your questions, and we are happy to spend time discussing the future of WFO.

For: IT Managers/Directors and Staff

Revolutionize your systems and leverage modern technical solutions. Tap into existing operations to create change that yields foundational improvement and system resilience.

Topics:

  • Optimizing Integrations
  • Creating Innovative Workflows
  • Enhancing Reporting with Direct Access to Data
  • Consuming inContact APIs for Advanced Customization

Keynote – Innovation. Unleashed.

Time: Wednesday 9:00 am — 10:00 am

Location: Oceans Ballroom

Speakers: Paul Jarman (inContact), Mariann McDonagh (inContact)

Because of high powered consumer brands, customers want personalized, effortless service faster than ever. More than half of company executives say they have more urgency for customer strategy. With that, there is increasing visibility of the contact center’s role in managing customer journeys. Our goal is to lead the way for the future and help you be prepared for the challenges and opportunities. CEO Paul Jarman will set the stage for “Innovation Unleashed” and how inContact is moving full speed ahead with customers, partners and new technology to create tomorrow’s contact center—today.

Guest Keynote — Innovation. Unleashed.

Time: Wednesday 10:15 am — 11:00 am

Location: Oceans Ballroom

Speakers: Mike Rayburn

As a Hall of Fame international keynote speaker, author, comedian, and world-class guitarist, Mike Rayburn is an inspirational thought leader and one of the most in-demand and un-conventional keynote artists in the world. Drawing from his success as an entrepreneur as well as a Carnegie Hall headliner, Mike is a master at increasing profitability and impact by inspiring your team to become possibility thinkers and virtuoso performers… all by daring you to ask the question, “What if…?”

A Data Geek’s Dream: How Direct Access To The Data Can Simplify Reporting Needs

Time: Wednesday 11:00 am — 12:00 pm

Location: Oceans Ballroom 12

Speakers: Joe Dean (inContact), Jason Kane (A.O.Smith)

The world of Business Intelligence is finally making its way into the Contact Center. In fact, this is beginning to have a major impact on how you analyze your data and report out through your organization. inContact is charging forward in this space by building out unparalleled BI capabilities. In this session, you will gain a strong understanding of the next level of Contact Center analytics using rich and flexible self-service BI features. New capabilities will be discussed that will allow you to create your own custom reports that will fulfill even the most advanced analytic needs.

Meaningful Conversations through Text! Using SMS For Richer Communications With Your Customers

Time: Wednesday 12:00 pm — 12:30 pm

Location: Oceans Ballroom 12

Speakers: Graham Allen (inContact)

Customers are now more mobile than ever. As the SMS channel increases in popularity, companies are finding it difficult to keep up with these changing demands. SMS should be treated as a channel to improve the customer experience, not drive your customers away with the traditional marketing blast via text. Using inContact SMS gives your agents the context necessary to service the customer through a threaded text message conversation. Show your innovation by providing SMS as an optional channel and see how your customer satisfaction improves.

Connecting the Dots in the Customer Journey: Using inContact APIs to Manage the Complicated Paths Customers Take

Time: Wednesday 2:00 pm — 3:00 pm

Location: Oceans Ballroom 12

Speakers: Doug Leavitt (inContact), Aarde Cosseboom (MINDBODY), Patrick Perl (MINDBODY)

In a world that demands an increasing level of integration between your mission critical business systems, APIs are rapidly becoming one of the most important technological advantages a cloud-based solution can offer. A reliable, easy to use API can mean the difference between an implementation that is quick and cost effective, versus one that completely consumes your resources. Learn from our partners at MINDBODY how they successfully used the inContact platform, API and developer tools to create a state-of-the-art integration with Zendesk CRM. We’ll discuss how they’ve since been able to deliver dramatic improvements in customer service and overall satisfaction.

Using the UniQ to its Fullest Potential: Understanding the Power of a Universal Queue in your Omni-Channel Operations

Time: Wednesday 3:00 pm — 3:30 pm

Location: Oceans Ballroom 12

Speakers: Brandon Taylor (inContact)

Allowing customers to reach your business through as many channels as possible is not only an option, it’s a requirement in today’s competitive landscape. Omni –channel workflow can be a powerful tool in providing the optimal customer experience. Join us and learn how to maximize your Omni-channel approach in utilizing the Universal queue as you create workflows.

Beyond Traditional Outbound Dialing: How Personal Connection Improves Your Operational Efficiency

Time: Wednesday 4:00 pm — 5:00 pm

Location: Oceans Ballroom 12

Speakers: Cathy Tomczak (inContact), Shane Cordon (inContact)

Hear how Personal Connection has been enhanced to deliver a world class outbound experience. Learn how you too can capitalize in up to 30% productivity gains. We’ll provide common sense ways that you can use proactive communication to build great relationships with your customers.

Using inContact APIs to create a customized UI: Language Line Solutions Case study

Time: Wednesday 5:00 pm — 6:00 pm

Location: Oceans Ballroom 12

Speakers: Sean Kirkby (inContact), Peter Wild (Language Line Solutions), Lindsay D’Penha (Language Line Solutions)

As inContact continues to grow its API set and ecosystem infrastructure, the inContact platform has emerged as the premier platform for building integrated, custom applications for every player in the contact center: the agent, the manager, the analyst, the executive. One compelling use case for the inContact API’s is the creation of customized, purpose-driven agent interfaces that target the exact agent workflow you need to win. Come learn how Language Line Solutions used the inContact Agent API to create a custom agent application. We will cover key elements of a successful agent application, review the resources available for creating custom agent applications, and we will review the architecture for a custom-built web-based agent app.

The Future of UX for inContact Agents: Navigating the Landscape of inContact’s Next Gen Agent

Time: Thursday 8:30 am — 9:30 am

Location: Oceans Ballroom 12

Speakers: Graham Allen (inContact)

Come to this session for a sneak peek at the inContact’s new agent UI! We combined forces: a top user experience design agency to assist us in creating an agent console that delivers an experience tailored for the modern contact center while fueling our customers’ growth and evolution into the contact center of tomorrow. Check out the new Agent experience for yourself and our ability to provide intelligent context to your customer interactions.

What’s New in Studio?

Time: Thursday 9:30 am — 10:00 am

Location: Oceans Ballroom 12

Speakers: Braden Call (inContact)

Join us for a sneak peek into the future of Studio! The 14.2 release is just around the corner and we want to give you first hand insight into what our powerful development tool will include in the newest release as well as beyond. We will discuss the future direction on how to manage your workflow. Highlights will include Project and Team based development, reducing script maintenance by empowering your business users, and rules based workflow management across our portfolio.

Workflows from Scratch – Addressing complex workflows and integrations in Studio

Time: Thursday 10:30 am — 11:00 am

Location: Oceans Ballroom 12

Speakers: Tim Harris (inContact)

inContact Stuido is really at the heart of your operations. It’s a blank canvas to invent sophisticated or simple workflows depending on your needs. This is a powerful development tool with key features not always evident to our users. Join us as we explore how to optimize your current workflow as well as the next generation of contact workflows and the future vision for Studio.

A Reason to Get Excited About Reporting: New Reporting Features in 14.2

Time: Thursday 11:00 am — 12:00 pm

Location: Oceans Ballroom 12

Speakers: Joe Dean (inContact)

inContact is in the midst of introducing an entirely new approach to analytics and reporting. In this session you’ll learn what’s new in the world of analytics and business intelligence within the 14.2 release. You will get a demonstration of the new functionality, and gain insight into how you can use these new features in your contact center.

For: Senior Leaders, including Contact Center VPs, Customer Care  VPs and others

Lead your organization to customer service greatness by envisioning new ideas and approaches. Drive strategic initiatives that deliver real business value.

Topics:

  • Real-World Before/After Examples
  • Cross-Functional Customer Experience Planning
  • Piloting New Initiatives
  • Acting on Customer Expectations
  • Quality-Driven Decision Making
  • Self Service and Multichannel Case Studies
  • Creating Great Places to Work
  • Utilizing Advanced Reporting and Analytics
  • Leadership Challenges and Best Practices
  • Operational Efficiency
  • Social CRM
  • Mobile First-Customer Experiences

Keynote – Innovation. Unleashed.

Time: Wednesday 9:00 am — 10:00 am

Location: Oceans Ballroom

Speakers: Paul Jarman (inContact), Mariann McDonagh (inContact)

Because of high powered consumer brands, customers want personalized, effortless service faster than ever. More than half of company executives say they have more urgency for customer strategy. With that, there is increasing visibility of the contact center’s role in managing customer journeys. Our goal is to lead the way for the future and help you be prepared for the challenges and opportunities. CEO Paul Jarman will set the stage for “Innovation Unleashed” and how inContact is moving full speed ahead with customers, partners and new technology to create tomorrow’s contact center—today.

Guest Keynote — Innovation. Unleashed.

Time: Wednesday 10:15 am — 11:00 am

Location: Oceans Ballroom

Speakers: Mike Rayburn

As a Hall of Fame international keynote speaker, author, comedian, and world-class guitarist, Mike Rayburn is an inspirational thought leader and one of the most in-demand and un-conventional keynote artists in the world. Drawing from his success as an entrepreneur as well as a Carnegie Hall headliner, Mike is a master at increasing profitability and impact by inspiring your team to become possibility thinkers and virtuoso performers… all by daring you to ask the question, “What if…?”

Leaders Leading Leaders: Becoming a Transformational, Interest-Based Leader

Time: Wednesday 11:00 am — 12:00 pm

Location: Oceans Ballroom 10

Speakers: Mariann McDonagh (inContact)

Becoming a leader of leaders takes will and skill. You have to work at it. So, if you’re up to the challenge join this dynamic session hosted by inContact CMO Mariann McDonagh. Participants will discuss thought-provoking issues like the difference between managers and leaders, the golden rules for successful leadership, and how to convince other leaders that their interests lie with you.

Beyond TCPA: The Latest News on Compliance and How it Affects You (Panel Discussion)

Time: Wednesday 2:00 pm — 3:00 pm

Location: Oceans Ballroom 10

Speakers: Cathy Tomczak (inContact), Michele Shuster (Mac Murray), Eric Esfahanian (Gryphon Networks)

Sprint reached a settlement of $7.5 million for violating FCC Do Not Call rules. The FCC announced plans to fine Dialing Services, LLC, $2.9 million ($16,000 per violation) for allegedly making numerous illegal robocalls to cell phones. Don’t let this happen to you. In this session, our panel of compliance industry experts including Michele Shuster, lead counsel for PACE, and Eric Esfahanian, Vice President of Gryphon, will discuss recent legal impacts and strategies for meeting your business goals while protecting your company.

Social Media In Your Contact Center: Be Where Your Customers Are Talking

Time: Wednesday 3:00 pm — 3:30 pm

Location:

Speakers: Joshua Marsh (Conversocial)

The use of Social Media is exploding as more and more consumers are going to social outlets (social network posts, blogs, articles) to get the latest company news and product assessments. Companies are changing the customer engagement model and contact centers are scaled to support this new channel. Getting social savvy is a must. Recent studies show dramatic impact of social media is making on consumers. Understand how world-class companies are transforming their Contact Centers to take advantage of this fundamental shift in consumer behavior.

So You Say You Want Innovation? Try Creating A Culture That Wants It Too!

Time: Wednesday 4:00 pm — 5:00 pm

Location: Oceans Ballroom 10

Speakers: John Ohanian (San Diego 2-1-1)

Translate what you are doing into why it matters to you, why it matters to your team and definitely why it matters to your customers and your community. Recruit the people to the purpose. Make sure they understand why you are asking them to do something new–why it will make a difference. Culture is nurtured with passion and meaning, and everyone wants to be part of a culture that is meaningful.

Getting Heard: Using Voice of the Customer and Customer Experience Metrics to Drive Change Within Your Organization

Time: Wednesday 5:00 pm — 6:00 pm

Location: Oceans Ballroom 10

Speakers: Lori Gauthier (Zendesk), Aarde Cosseboom (MINDBODY), Patrick Perl (MINDBODY)

NPS, CES, and CSAT are all popular ways to measure the customer experience, and each tells a different story – from a holistic company health check to specific interactions with customer support. Properly capturing, benchmarking, and understanding survey and operational data allows you to uncover what is impacting your customers, and make improvements that will result in loyal customers and revenue growth. In this session, we’ll reveal the insights that are hidden inside each metric, and explain what they mean for not just your customer support organization, but your entire company – empowering customer support to lead the charge by learning how to collect, interpret, and share this valuable data within your organization. MINDBODY Online will also join us to share how their data-driven approach to building a customer-first organization that has led to exponential growth.

Contact Center 2020: Envisioning Your Future

Time: Thursday 8:30 am — 9:30 am

Location: Oceans Ballroom 10

Speakers: Sheila McGee Smith (McGee-Smith Analytics), Mariann McDonagh (inContact)

If the last 10 years are anything like the future, then we’re already on the bullet train to a whole new world of technological advances and corresponding customer demands. Robotics? Wearables? Driverless Cars? Commercial Drones? The Millennial Majority? Join two of our most popular speakers to debate the headlines and predictions that are already changing consumers, employees, businesses and contact centers.

Getting the Most During Year One with Your Cloud Contact Center

Time: Thursday 9:30 am — 10:00 am

Location: Oceans Ballroom 10

Speakers: Mike Ledewski (Orange Lake)

At Orange Lake Resorts, innovation is a cross-functional, agile process. You’ll learn how Mike Ladewski’s team partners with business stakeholders and users to drive adoption, set expectations and proactively envision new ways to drive customer satisfaction.

Workforce-Intelligent Contact Center: Executive Overview

Time: Thursday 10:30 am — 11:00 am

Location: Oceans Ballroom 10

Speakers: Kristyn Emenecker (inContact)

With the Workforce-Intelligent Contact Center, WFO technology can work harder and smarter for you by automating actions between the ACD and data in WFO. Join us for an executive overview of how this breakthrough concept can make a difference in your organization.

What Your CXO Wants to Know (Panel Discussion)

Time: Thursday 11:00 am — 12:00 pm

Location: Oceans Ballroom 10

Speakers: Paul Jarman (inContact), Paul Liljenquist (ClearView), Bruce Belfiore (Benchmark Portal), Sheri Greenhaus (CRM Xchange)

You have a golden opportunity to be a strategic resource for the executives in your company. A 2014 Survey by PWC found that “more than half of US CEOs will be tackling customer strategies with a new urgency.” In this panel discussion, you’ll hear directly from executives what it is they want to know and how you can tap into the wealth of data in the contact center. Learn how you can provide information and insight in the language that speaks best to your CEO, CIO, CFO, CMO or COO. This panel discussion will be moderated by Sheri Greehaus, CRMXchange