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Conference


CCA Conference in San Diego; Energizing!

Thursday March 28th 8am Rated 1 1 Comment Conference Customer Service Community News
We just wrapped up our Spring 2013 conference in San Diego and I have to say it was energizing! There is nothing like getting together with other professionals in the industry. I understand the ease of social media and connecting online, but those interactions rarely leave me feeling pumped up to get things done.

What's the Value of Your QA Program?

Friday February 22nd 7am Rated 1 0 Comments Customer Service Quality Conference Community News
A Quality Assurance (QA) process, in which live or recorded customer interactions are evaluated and scored using standard criteria, is compulsory in most contact centers. The value of these programs is rarely debated. Each month, they move forward like clockwork - another 100 calls evaluated, another round of conversations with agents about their performance, and another set of scores reported. And all for... what?

How to Stretch Your Dollar: Get the Quality You Want With the Budget You Have

Thursday February 16th 2012 12am Rated 1 0 Comments Budget Quality Conference
During the past few years, all of us have been reminded of the age-old fact that resources are limited. With that knowledge, we strive to maximize the value of the resources we do have.

Session 105: Innovating the Customer Experience: The Future of the Contact Center Industry

Wednesday April 25th 2012 7am Rated 0 0 Comments Conference Social Media Cost Measures
A decade ago, if a customer had a bad experience with customer service, they may have told one or two people. In today’s Web 2.0 era, if a customer has a bad experience, they now have many brand damaging options including creating a viral video, telling hundreds of their Facebook friends with a simple post, or even creating an “I hate your company blog” for all to see and stumble upon.
Community

Session 203: Creating a Winning Service Culture Using a Multi-Track Approach: A Case Study

Wednesday April 25th 2012 7am Rated 0 0 Comments Culture Conference
Employee engagement and culture change are hot topics for call center managers. Given the right culture, service reps are highly engaged and committed to creating the best possible experience for their customers. But creating a call center culture in which employees have a passion for excellence is far from easy.
Community

Session 403: Creating a One-Call Experience

Wednesday April 25th 2012 7am Rated 0 0 Comments Contact Customer Experience Conference
Increased first-call resolution, decreased frequency of transfers, and enhanced customer experience. Does this sound like your call center’s wish list? This session will focus on how Hershey Entertainment and Resorts merged the reservation process for multiple operations into one call center that equipped its agents with the training and resources to provide guests of their destinations with a one call experience.
Community

Conference Wrap Up

Wednesday November 23rd 2011 6am Rated 0 0 Comments Inbound Conference
Contact Center Conference Fall 2011
Community

Help Improve the Customer Experience

Tuesday October 18th 2011 10am Rated 0 0 Comments Community News Customer Expectations Conference
Get involved early! Join us in Orlando April 24th - 26th 2012 by submitting a speaking proposal, becoming a sponsor, and signing up for valuable content...
Community

CCA Con 2013 Spring

Wednesday April 27th 2011 12am Rated 0 0 Comments Conference

RECAP: Contact Center Conference & Expo 2011

Thursday March 31st 2011 3pm Rated 0 0 Comments Conference Community News
The inaugural Contact Center Conference & Expo 2011 concluded on Thursday March 24 in Nashville Tennessee. The feedback from attendees positively reflected the networking and learning opportunities. Contact center leaders were excited to return to the office with new strategies and improved skills. As the host of the event I spent a lot of my time connecting with the attendees and below are some of observations I made.

Contact Center Conference & Expo 2011 Commences

Monday March 28th 2011 12am Rated 0 0 Comments Community News Conference
Nashville, TN at the Gaylord Opryland

Who is Contact Center Association?

Tuesday October 5th 2010 8am Rated 0 0 Comments Community News Collaboration Conference
Contact Center Association (CCA) is the newest organization in the contact center industry with a mission of bringing together all of the resources that support the contact center professional. People- practitioners, consultants, vendors, and others – are encouraged to gather in a membership community supported by the best networking website in the industry.

Register Now!

Tuesday September 21st 2010 10am Rated 0 0 Comments Community News Conference
Live from Nashville, Tennessee March 21-24, 2011

Conference Program Board

Friday September 10th 2010 12pm Rated 0 0 Comments Community News Skills Conference
Conference Program Board Members


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