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customer experience
employee engagement
business strategies
contact center
Tech Innovation

The line up for 2020 is being developed - check back later for the confirmed list


Presenting the Best in the RegionConfirmed presenters include the following 2019 World Champions

Company Overview:

Cyara Solutions is helping Fortune 500 companies around the world redefine their customer service through a better contact center experience. Cyara is a pioneer of next-generation premise and cloud-based solutions for simulating, testing and monitoring IVRs, voice biometrics, outbound dialers, voice callback and contact centers. Cyara performs automated load and functional testing and production monitoring of contact center infrastructure and application components, testing companies’ end-to-end contact center customer and agent experience in a repeatable, automated manner.

Company Overview:

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.

Role of the Center:

Providing world class technical support to Gaming product customers all over the world

Company Overview:

ProcedureFlow was launched and incorporated as Gemba Software Solutions on April 9, 2015 and is now helping a growing list of companies across many industries deliver the same results to their organizations.

Role of the Center:

With ProcedureFlow, agents are exposed to real contact scenarios from day 1 in training. Instead of memorizing large volumes of information, they can quickly get familiar with different contact scenarios, and start work sooner with confidence. This ensures that agents aren’t overwhelmed when they begin taking calls, and don’t have to go searching for information or get help from a supervisor when they get stuck. ProcedureFlow guides them through every type of contact scenario no matter how simple or complex. This enables them to navigate any scenario with ease, improve their individual metrics and performance, and better assist customers.

Company Overview:

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

Our role is to generate qualified leads for the Multi-Family Industry. Our agents are fully equipped to answer all leasing inquiries, schedule visits and gather contact information for apartment communities. This allows the communities to service their residents for a better experience while we manage their leasing inquiries.

Company Overview:

Sharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premises hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen.

Role of the Center:

Getting the right interactions to the right people at the right time allows agents to solve a customer’s problem quickly and efficiently. Sharpen Empower routes customer calls, texts, webchats, emails, social media, and video interactions to the right agent with the information and data-driven strategies they need to succeed in every interaction. Detailed reporting and analytics let contact center employees visualize important metrics and identify trends, saving money on such issues as staffing and agent performance. At the same time, targeted training and a high-touch support team empower agents in their interactions with customers, resulting in less turnover, increased productivity, and an immediate return on investment.

Company Overview:

Teachable is a SaaS company that helps creators turn their knowledge into income by selling online courses and digital content. To do so, Teachable builds tools and services customers use to sell and manage access to their content. Teachable was founded in 2014, sees double and triple digit growth year-over-year, has raised $12.5 million, and has 116 employees in New York, NY and Durham, NC.

Role of the Center:

The Teachable Customer Care team supports a growing global audience of 60,000+ creators that earn over $22M per month using our software to sell online courses and digital content. Every transaction is an opportunity for an online creator to improve the lives of their students. From learning art, coding, design, fitness, and more, students gain new skills and have transformational experiences every day with the help of Teachable. Customers love the platform because it gives them control over their income and an opportunity to help others. The Teachable Customer Care team lives service excellence on a daily basis to help creators reach their goals.

Company Overview:

World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America. Currently headquartered in Guatemala, we have expanded Operations to Boise, Idaho. We have developed a reputation with our clients as being a leader and preferred partner in Sales, Customer Service, Technical support and Back Office work, outperforming our clients’ much larger BPO partners within months and often within weeks of launch. We are absolutely flexible to meet any business needs no matter the size and provide the individual attention you need and want from an outsourced partner.

Role of the Center:

We are a smaller BPO providing sales, services and back-office support and processing for a variety of global clients. We do voice work with inbound calls, some outbound calling, email, chat and processing work for clients.

To view details about the company and their contact center, use the scroll tool below and click on their logo!

Cyara
United States us

IGT USA
United States us

ProcedureFlow
Canada canada

Realpage
United States us

Sharpen
United States us

Teachable
United States us

World Connection
United States us

PRESENTERSa few of the confirmed speakers include (more to follow)

uk

Danny Singer

Noetica

Founder& CEO

us

Karen Garbalosa

MassMutual

Contact Center Director | 6 Yrs in the industry.

us

Lea Daigneault

MassMutual

Workforce Management Analyst | 4 Yrs in the industry.

us

Kala Byrum

Realpage

Team Lead II | 1 Yrs in the industry.

us

Raul Polanco

IGT USA

Contact Center Supervisor | 10 Yrs in the industry.

us

Dawn Fisher

MassMutual

Business Consultant | 20 Yrs in the industry.

us

James Lombardi

IGT USA

Team Lead | 9 Yrs in the industry.

us

Blake Saraiva

IGT

Team Lead

us

Elizabeth Magill

Cyara

Senior Director, Product Marketing | 2 Yrs in the industry.

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