Our exclusive interviews cover a broad range of topics from operations to CRM solutions. Industry executives offer frank and honest discussions, providing insights into successful operations and best practices. Every interview gets inside the mind of a leader who has the power to make changes in the industry. Gain a better perspective of customer interactions, marketing, sales operations -and the industry in general.
Professional management discusses the current economic and sales environment and major challenges that face modern service centers. Use the experience and knowledge of these industry leaders to guide your company strategy. See how they are implementing the best new software solutions. What tools are they using? What market sectors are they focusing on? Find the answers to these questions and much more…
Clint Poole, Senior Vice President and Chief Marketing Officer
— Presented By: Lionbridge Technologies
While people communicate in a vast array of different languages,
consumers all over the world have some common expectations.
Dana Brownlee, founder
— Presented By: Professionalism Matters
If you’re like me, you’ve had more than your share of horrible customer service experiences leaving you scratching your head in frustration...
Kim Williams, COO
— Presented By: SaviLinx
It’s no surprise that contact centers are moving toward the work-from-home model.
Dan Gordon, SVP, Strategy and Development
— Presented By: West
Nurturing better customer experiences and building a stronger brand reputation all comes down to providing more visibility across the customer experience lifecycle.
Richard Snow, VP & Research Director, Customer and Contact Center Research
— Presented By: Ventana
Our research shows us that companies on average support 8 channels of engagement. In addition, interactions are handled by virtually all business groups within an organization.
Patrick Gallagher, Managing Director ANZ & North Asia
— Presented By: Creative Virtual
Over the past three decades, companies have invested millions in their contact centers, offering support to their customers that call to purchase, enquire, complain, apply or just need assistance.
RG Conlee, Chief Innovation Officer
— Presented By: Xerox
We’ve heard it over and over: people are constantly bombarded by a non-stop flow of messages on every imaginable media.
Ryan Hollenbeck, Senior Vice President, Global Marketing
— Presented By: Verint® Systems
Verint solutions were recognized for industry leadership in enterprise workforce optimization, engagement management and customer analytics.
Robert A. Kobek, President
— Presented By: CustomerCount
The mission of all contact centers, BPO or enterprise, is actually driving the broadening range of services through incredible technology innovations.
Aviad Abiri, Vice President Portfolio Sales Enablement
— Presented By: NICE Systems
Industry Veteran Drives Business Development by Helping Salespeople Put the Right Pieces Together.
Jim Freeze, CMO
— Presented By: Aspect
Freeze sees the decision to restructure debt as part of the transition from being a CapEx company to a cloud provider. “It’s a strategy that assures continuity to our customers and enhances our capacity to compete over the long-term by continuing to accelerate investments in our product and service capabilities.”
Vasili Triant, CEO
— Presented By: LiveOps Cloud
While organizations all over the world have made 7-figure investments in their contact centers over the past ten years, most businesses still do not have the right solution in place to address the ever-increasing global demand for 24/7 customer response.
Sanjay Nambiar, Senior Director and Global Product Head, AssistEdge at EdgeVerve Systems, an Infosys subsidiary
— Presented By: EdgeVerve Systems
Customers want best-of-breed experience irrespective of the time and channel. Innovative automations and machine learning algorithms will fuel this experience.
Mariann McDonagh, President
— Presented By: McDonagh Growth Associates
Throughout her distinguished marketing career in technology organizations, the key to Mariann McDonagh’s ability to impact the bottom-line performance was maintaining agility in all circumstances.
James Pipkins, President
— Presented By: Pipkins, Inc.
In the ever- evolving world of contact center technology—particularly in the ultra-competitive workforce management space—only the strong survive.
Dan Gregory, Impossible Institute CEO
— Presented By: The Impossible Institute
Behavioral Strategists Believe Recognizing that People are ‘Selfish, Scared and Stupid’ Can Be the First Step to Improving Performance.
Alok Kulkarni, Cyara CEO and Co-Founder
— Presented By: Cyara
The Cyara platform assumes the role of a virtual customer placing actual interactions into the enterprise.
IntelePeer and Advantone: A Marriage Made in the Cloud Offers New Synergies for Contact Centers
— Presented By: Intelepeer
IntelePeer and Advantone are combining network and contact center platforms.
Konstantin Kishinsky, Co-Founder and CEO
— Presented By: Bright Pattern
Even in a technology-intensive industry, sometimes the more things change, the more they stay the same.
Ben Miller, SVP Americas, Sales, NewNet Communications
— Presented By:
In an environment where people expect to be able to communicate with businesses in whatever way they choose, the partnership of VoltDelta, a NewNet company, and Oracle Communications is making it easier than ever for customers to call the shots.
Anand Subramaniam, VP of Worldwide Marketing
— Presented By: eGain
In a recent eGain survey, one of the biggest pain points in customer services was inconsistency of answers between agents and across channels.
Thiago Olson, CEO and Co-Founder and Craig Sprinkle, CFO and VP, Operations
— Presented By: Stratos
The Stratos card has the capability to consolidate an unlimited number of credit, debit, loyalty, membership and gift cards into a single smart, dynamic card.
Kathy Juve, CMO
— Presented By: 7
People have a lower level of tolerance for poor customer service than previously, leading many to sever their relationship with a brand if they don’t feel appreciated.
Roger Lee, HP Customer Experience Leader
— Presented By: HP
Roger Lee, an industry veteran, has spent more than 20 years preaching the gospel of adapting contact center technology to meet agents’ needs.
Tod Famous, Director of Product Management, Cisco Collaboration Business Applications Business Unit
— Presented By: Cisco Systems, Inc.
is powered by the Cisco Intercloud infrastructure, a $1B+ Cisco investment in
global data center technology.
Sparkcentral CEO and Co-Founder Davy Kestens
— Presented By: Sparkcentral
It’s too soon to judge whether Davy Kestens, CEO and Co-Founder of cloud social media/customer engagement software provider Sparkcentral, fits that mold, but he’s off to a good start.
Kevin Hegebarth, VP, Marketing and Product Management, HireIQ Solutions, Inc.
— Presented By: HireIQ
hiring and retaining agents that are more likely to be engaged should be a
strategic priority for all contact centers.
Peter Milligan, Cisco Senior Manager Customer Collaboration Solutions Marketing
— Presented By: Cisco Systems, Inc.
Cisco continues to be successful because they are continuously listening to their customers, implementing their feedback, and delivering products with an intuitive, delightful user experience.
Tony Fassette, Global Vice President, SAP Contact Center Software
— Presented By: SAP
Companies need to understand that the collection of experiences forms a customer journey where all touch points need to be orchestrated to work seamlessly.