Keynotes

We don't believe a keynote is the reason to attend a conference - every speaker should be a keynote! otherwise what are you paying for? - advice from amateurs?!

At our event all speakers are there, not because they are paid, not because they are trying to sell something, but because they want to share their best practices and they have earned the right to present!.

They are all keynote speakers in our opinion because they will share so much with you - tips, challenges, perfection, world class performance and passion!

This is your opportunity to hear from practitioners who, like you, manage or direct their teams to operational excellence and above and beyond what most centers do.

We also have members of the audience who judge each speaker so that they get feedback and we can also determine who is the best of the best! It's a unique program that is entering its 8th successful year and you can be part of it!

Hear executives from around the Contact Center World - all award winners!

Delegate Comments

Great first day at the Best in Americas conference. Excellent presentations in day one and looking forward to today's presentations.

Adam Terry | Senior Associate - WFM | New York Life

Always take-aways that I can implement, and nice to benchmark best practices with other companies

Angela Wilson | Customer Assurance, Business Analysis Manager | Cisco | 20 Yrs in the industry.

It was at great weekend in Orlando at the Americas conference! I have so many new ideas to take back to my team members.

Ashley Blount | Senior Service Specialist | MassMutual | 6 Yrs in the industry.

The event is very well run and focuses on the attendees and making sure they get as much from it as possible. You don't want to miss any sessions because there are pearls of wisdom in every one. The presenters are all "real life" practitioners and not academics or people who have written books. It's real life examples delivered with passion and a desire to share.

Candy Clay | Director, Kansas City Call Center | CVS Caremark

Really like the vendor free environment, love to be able to concentrate on learning from each other. Love the intimate learning environment. I feel that we made connections that will last! Great week! great people ... great job Contact Center World Team! Thank you!

Claudia Hawkins | Sr. Leader, Customer Experience & Loyalty | Whirlpool Corporation | 12 Yrs in the industry.

The content is invaluable as you're guaranteed to walk away learning at least one best practice.

Darren Dowdy | Manager, Solutions Centre | Club Auto RSA | 12 Yrs in the industry.

Best event I've ever attended and I've been in the industry for many years! ...its a learning opportunity and you walk away from it feeling like you are part of an extended family.

David Birittieri | Assistant Vice President - Head of IT Customer Service | MassMutual | 5 Yrs in the industry.

There is nothing like it for getting advice and best practices from other professionals in the industry.

David DeAngelis | Senior Director, Technology Training & Support Services | IGT USA

1/4 days at the contact center world event. Awesome experience so far ! ... I believe there are many best practices that can be used to improve the overall morale, engagement, and performance of a contact center.

Fidel Calcagno Rodriguez | Workforce Manager | Blue Cross Blue Shield of Rhode Island | 7 Yrs in the industry.

Very insightful, interactive & directly applicable to users.

Frank Wood | VP Operations and Facilities | Plow and Hearth

This is an opportunity to hear and take advantage of best practices within the developing business of contact centers. The free exchange of information and networking can help provide short cuts to taking your contact center to another level.

Gail Watts | Mgr. Communication & Change | PPL

You are guaranteed to learn many ways to potentially improve your own call centers in the presentations & workshops & you can keep learning after the event by networking with people who you established working relationships with.

Homero Acevedo | Manager, Customer Care | CVS Caremark

Sharing of practices and successes were better than my expectation. A well run meeting. Presenters were well prepared

Irine Lopez | Director | ABSS | 18 Yrs in the industry.

An opportunity to hear some of the best contact center employees compete & share their best practices. You'll have opportunities to share your tips & pain points & get to know some great people.

Jana Mendoza | Manager | Saddleback Leather Co

It is a powerhouse wealth of knowledge (that is cost effective) about Contact Centre Practices from all angles shared willingly & uncut from persons who are in the business or looking to enter the industry.

Jillian Edwards | Manager - Group Client Contact Centre | Sagicor Life Jamaica

I have attended conferences previously put on by contact centre associations in various provinces. the difference with this was that it was less about vendors coming in to sell a variety of products - but really speaking to people who work in exactly the same environment & sharing challenges & successes.

Kelly Dunn | Director - Customer Payment and Credit Services | Eastlink

Happy and proud to be here - Orlando ContactCenterWorld The first day was very good. Everybody in the same mood. Looking forward....

Ladislau Álvares Batalha | Business Director | Liq

I really like the Contact Center World events. We not only get the chance to hear from Contact Centers around different countries and learn their best practice but also get the chance to network and know new people

Lucia Pinto | EMEA Service Delivery Manager | Cisco

It has been a great week, thanks everyone for the inspiring presentations!

Lucia Pinto | EMEA Service Delivery Manager | Cisco

Everyone shares so openly and always go away with new ideas to take to my center

Ludy Reyna | Vice President Operations | Rail Europe

This forum provides me with the ultimate Best Practices to take back our business. You have an opportunity to hear from individuals that openly share what differentiates them from others. You are able to gleam so many positive strategies to bring back to your organization & leverage what you learn. The opportunities & networking is huge.

Lynn O'Neill | Assistant Vice President | New York Life

GO! You will not regret it.

Marcos Biazotto | Business development | Tropico

I would absolutely consider coming back in 2012 as well as sending some of our staff. Contact Center World is an excellent opportunity to learn.

Matt Zemon | President and CEO | Bernard BPO

Broad range of categories with best practices tips, colleagues from other departments could learn a lot by attending.

Maurice de Vries | Workforce Management and Reporting Analyst | Club Auto RSA

It's great to go to an event where everyone there can relate to you & your work environment. I felt that I took the most away from this one by far. To hear best practices & be able to be interactive with everyone really gave the conference a different feel.

Melissa Taylor | Associate Director | MassMutual

I filled my workbook with ideas... I liked that fact that no vendor's spoke/presented. No product prejudice! I've attended events sponsored by ICMI & SOCAP in the past.

Pamela Summers | Manager, Customer Service | Delta Dental

This event was the most efficient use of my time in a conference setting in the 8 years attending conferences. The flexible, real-time, interactive format allowed for the highest level of networking at any event I have attended.

Phyllis Wasmuth | Support Center Manager | CH2M HILL

Great insight into what the rest of the industry is doing about challenges that face almost every centre

Ranbir Johal | Project Manager | Accenture

The environment is friendly & professional & non threating. You cannot compare this with others as this is truly world class. You are among your peers & also among the best of the best. You can learn new things or validate what you are doing right.

Reuben Canagaratnam | Vice President, Caribbean Contact Centres - English & Spanish | Scotiabank Group- Jamaica | 11 Yrs in the industry.

The Networking is incredible. An opportunity to Network with North America's best of the Best. To learn from them and come away a better Industry Professional.

Robert Campbell | Vice President Customer Relations | Cloud5

I would recommend this event to anyone in the contact center industry because the information shared is so beneficial for companies wishing to hear best practices and get a feel for what's going on in the industry.. The information shared is very powerful and can greatly impact your orginization.

Samantha Panto | Associate Director | MassMutual

Other events seem to be less well-run (very efficiently run at Contact Center World!). I like that Contact Center World respects my time. Also, other events are filled with sponsors, & you feel as if you're being "sold" at every turn. That's not the case with Contact Center World. This was our 2nd year & I anticipate our return next year as well.

Todd Baxter | Evp/Coo | Optum

Hearing directly from the Doers makes a big difference. Get best practices from the industry, develop knowledge from the CC industry

Valerie Sujobert | Global Service Delivery Manager | Cisco | 18 Yrs in the industry.

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