What delegates 'LOVE' about our events ... click on an image to watch the video.
Client Services Manager
Chief Operating Officer
Listen Up Espanol
Senior Manager Benefits Service Team
Director of Learning
Customer Service Director
Senior Director Sales & Service
Site Director Las Vegas 1&2
Amway Customer Service
Dejardins Card Services
Blue Cross Blue Shield Rhode Island
Desjardins Card Services
Desjardins Card Services
Blue Ocean Contact Center
SVP Client Operations
Digital Channels Director
Associate Director, Operations
Director, Business Innovation
Director, Customer Service and Contact Center Operations
Humana Government Business
Blue Ocean Contact Centers Canada
Aditya Birla Minacs
Accenture Utilities BPO Services Canada
New York Life
LoyaltyOne | AIRMILES
Customer Contact Manager
BCBS Rhode Island
Customer Service Director
New York Life
Don't just take our word for it...
100% of delegates recommend this conference!
Here's what delegates from the last 3 regional conferences are saying about this year's series. No other conference series in the industry has a higher approval rating.
Gail Watts, Mgr. Communication & Change
PPL Electric Utilities
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.
Samantha Panto, Associate Director
MassMutual Financial Group
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 organization. The staff and delegates are just wonderful. Networking felt more like socializing and hand shakes turned to hugs by the end of this week. Fantastic investment of your time if you are serious about improving your contact center or just learning best practices.
Robert Campbell, Director of Operations
Virtual Agent Services
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.
Phyllis Wasmuth, IT Manager
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. Whether your team provides internal support or external sales/support; is small, medium or large in size; is centralized, distributed or consists of at-home agents; has many or few formal process, you will find others with similar challenges and many ideas to take home. You will surprise yourself and find that you have a lot to offer to the room as well. It was nice to focus on networking and not on vendor relationships or vendor booths, etc.
Reuben Canagaratnam, Regional Vice President, English Caribbean, International Banking Contact Centres
Scotiabank – Jamaica
If you are in Contact Centre a must attend event to learn and share best practices.
Candy Clay, Director, Kansas City Call Center
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.
It was amazing to realize that, although we might be separated by great distances and language barriers, we truly held the basic Contact Center issues and opportunities in common! It was invaluable to spend a full three days with experts in the field. Experts who were eager to share best practices.
Mike Woolf, Sr. Unit Manager Customer Care/ Player Cash
Global Payments Inc.
This was the second conference of yours I attended and it was even better than I expected. (And from my previous experience I expected a lot!) Everyone in attendance was a wealth of knowledge, and were open to sharing ideas, philosophies, and best practices. Being able to brainstorm and share ideas with the industries best people is an experience I will never forget. I not only gained so many great ideas that I hope to implement, but I made relationships and friends that I will cherish forever. Thank you and everyone at ContactCenterWorld for providing such a world class event. I'll see you in Vegas!
Stacy Spradling PHR, Director People Services
ACCENT Marketing Services, LLC
The ContactCenterWorld conference was very different from other conferences that I have attended for several reasons. First, the presenters were industry leaders who came in the spirit of sharing their wealth of knowledge and best practices. Second, the emphasis on networking allowed those in attendance to continue the best practice sharing even after the conference concluded. As an HR Director I am always looking for ways to improve the employee experience and drive higher attendance and lower attrition. During the 2010 conference I learned about hiring techniques, including a few specific questions that would help identify a candidate's ability to operate within a specific AHT range. Now that is valuable information! In addition, I garnered specific best practices around how to recognize and reward employees in meaning and impactful ways that will not break the bank. That is a double bonus!
Lynn O'Neil, Assistant Vice President
New York Life Insurance Co
This is our third year participating, and we continue to glean so many best practices from the event. The presenters are very open and share their successes and lessons learned with the audience. The lack of "vendor pressure" truly makes the event focused on networking, sharing and fantastic discussions. She added "This is a MUST event for Companies wanting to learn from best organizations within the industry. Audiences walk away with pages of notes that they can take back to their organizations to deploy on topics such as Culture, Recognition, Workforce management, Customer Satisfaction, Training, strategic initiatives and technology. You'll hear from Leaders to Customer Service Reps that present real case studies that apply across all products, all channels and all situations. What an opportunity to learn and group your organization.
Ranbir Johal, Manager
My experience was fantastic. I really enjoyed the open discussion component. I left feeling highly engaged, motivated and met some really great people along the way. It was an outstanding experience - one of the highlights of my career.
Michael Schein, VP Product Development at the Results Companies
The chance to spend time with the true cream of the crop of the industry was invaluable. The emphasis that this group of leaders places on developing their people was inspiring. I came away with tons of ideas for how to lead by example and help our employees grow at every level.
Patrick Louis, VP Sales Center
First of all let me reiterate my satisfaction with the quality of the conference you and your team have pulled off in Orlando. The game was raised to a quality rarely seen in the past in the industry. The sessions were great, with passionate speakers, valuable topics with best practices and the whole thing perfectly timely managed. I recommend this conference to any call center professionals who desire to raise the bar to higher quality standards.
Stephanie Pelley, Marketing Manager
Blue Ocean Contact Center
We get invited to a lot of conferences but in our industry, it's difficult to find one that is so concentrated on what we do. Some are general to marketing or customer service, others covering broad spectrums of outsourcing. The ContactCenterWorld.com Top Performers conference focuses on exactly what we do which is provide outstanding, front line customer service in the contact center. Presentations cover a wide range of topics on customer service best practices, IT, workforce planning and include elements of recruitment, technical innovation and Agent engagement. Our takeaways on how to improve customer service and empower our Agents are endless.
Ashley Blount | Senior Service Specialist | MassMutual | 5 Yrs in the industry.
Candy Clay | Director, Kansas City Call Center | CVS Caremark
Daniel Persuitte | Customer Service Director | MassMutual | 6 Yrs in the industry.
Fidel Calcagno Rodriguez | Workforce Manager | Blue Cross Blue Shield of Rhode Island
Frank Wood | VP Operations and Facilities | Plow and Hearth
Gail Watts | Mgr. Communication & Change | PPL Electric Utilities
Homero Acevedo | Manager, Customer Care | CVS Caremark
Jana Mendoza | Manager | Saddleback Leather Co
Jeff Andersen | Director Organization Development | Williams Moving & Storage
Jillian Edwards | Manager - Group Client Contact Centre | Sagicor Life Jamaica
Kelly Dunn | Director - Customer Payment and Credit Services | Eastlink
Larry Streeter | Vice President | Constant Contact
Lucia Pinto | EMEA Service Delivery Manager | Cisco
Lynn O'Neill | Assistant Vice President | New York Life
Marcos Biazotto | Business development | Tropico
Matt Zemon | President and CEO | American Support
Melissa Taylor | Associate Director | MassMutual
Pamela Summers | Manager, Customer Service | Delta Dental
Phyllis Wasmuth | Support Center Manager | CH2M HILL
Ranbir Johal | Project Manager | Accenture
Reuben Canagaratnam | Vice President, Caribbean Contact Centres - English & Spanish | Scotiabank Group- Jamaica
Robert Campbell | Vice President Customer Relations | Thing5
Samantha Panto | Associate Director | MassMutual
Todd Baxter | Evp/Coo | Optum
Wendy O'Donnell | Manager | OptumRX