Inspirational, Educational, Community-Oriented - From Personalizing to Predicting the Needs of the Customer
This event has already taken place.
This page shows historical information on the Call Center Week Conference, held on June 27-July 1, 2016 in Las Vegas,
NV,
United States
The new edition of this event is not yet available.
If you would like to be notified when the new edition is added to our website please follow this event.
Serving your industry is our DAY JOB... From community building on Call Center IQ to planning and executing exhilarating events.
CCW is VENDOR AGNOSTIC... We have no allegiances towards one solution or another.
CCW respects your wishes... You asked for no more vendor-led case studies or general sessions.. you got it!
CCW is INCLUSIVE... From Fortune 500 to small, medium and large companies across every industry at every level of maturity.
CCW is the SUM of all its parts... From inspiring keynotes to small like-minded meet ups to new solutions in the expo hall. It's a brilliant recipe combining education + expo.
Today customers expect service on their own terms - whenever they need, in whatever digital channel they want. When these needs are not met, there can be increasing customer churn, escalating operating costs and decreasing shareholder value.
Yet when the customer experience is effectively delivered through the contact center, benefits can include higher customer and employee satisfaction, increased revenue and efficient operating cost structures. This growing expectation profoundly changes the role of customer service and the responsibility you have in leading your organization's success.
Keynote Speakers
Chip Conley, Head of Global Hospitality & Strategy, Airbnb
Matt Dixon, Author, The Effortless Experience, CEB
Julie Hamilton, Global Chief Customer & Commercial Leadership Officer, The Coca-Cola Company
Martin Hand, Chief Customer Officer, St. Jude Children's Research Hospital
George Larribas, Executive Vice President & Head of Treasury Management Client Delivery, Wells Fargo
Anthony Recine, Senior Vice President and Chief Marketing Officer, Verizon Enterprise Solutions
Christopher B. Smith, Executive Vice President and Head of Global Operations, MetLife
Bob Taylor, Chief Customer Officer, Samsung SDS America
Speakers
Maryellen Abreu, Vice President, Customer Care, Savant Systems
Ed Albrektsen PMP, Supplier Relations, Lead Auditor, McKesson Specialty Health
Mayur Anadkat, Vice President of Product Marketing, Five9
Ed Ariel, Vice President of Customer Service, ezCater
Ralph Barletta, EVP & Co-Founder, Knoah Solutions
Curtis Bingham, Founder and Executive Director, Chief Customer Officer Council
Kevin Blackburn, Innovation & Technology Guru, Express Scripts
Kevin Bottoms, Global VP, Business Development, TELUS International
Klaus Buellesbach, Director, Ace Care Center & Tech Services, Ace Hardware
Joann R. Butler, Office of the Mayor - Atlanta 311/CRM Director, City Of Atlanta
Luis Camino, WW Technical Product Marketing Manager for Service, Microsoft Dynamics CRM
Troy Mills, Divisional Vice President of Customer Care Operations, Walgreens
Docia Myer, Vice President of U.S. Financial Sales, CPI Card Group
Jeff Platón, Chief Marketing Officer, Interactive Intelligence
Becky Ploeger, Vice President Of Customer Care, Kohl's Department Stores
Steve Prodger, Senior Vice President of Sales, SmartAction
Workshop Leaders
Deb Alvord, Global Lead, CX Transformation, Hewlett Packard Enterprise
Mark Belcher, VP of Client Services, SPi Global
Gratia Carver, Head, Customer Experience Portfolio Management, Allegion
Jim Iyoob, EVP of Customer Experience and Operational Excellence, Etech Global Services
Carol Leaman, CEO, Axonify
Christopher Mulligan, Founder and Chief Executive Officer, TalentKeepers
Stephen Riddell, Chief Sales Officer, Sprint
Genel Salazar, Customer Care Supervisor, Las Vegas Valley Water District
Brian Spencer, VP Contact Center Sales, Americas, Mitel
Penny Tootle, Customer Care Leader, Las Vegas Valley Water District
DeLania Truly, Vice President of Sales, Central Region, CUNA Mutual Group
Alon Waks, Vice President and Head of Product Marketing, LivePerson
Wynton Ward, Customer Service Supervisor, Las Vegas Valley Water District
Chairperson
Jeff Platón, Chief Marketing Officer, Interactive Intelligence
Please fill in your name and email to receive the conference agenda of this event.
Pre-Conference Master Classes & Site Tours - Monday, June 27th Pre-Conference Workshops & Call Center Week Excellence Awards Gala - Tuesday, June 28th Main Conference & Expo - Wednesday, June 29th Main Conference & Expo - Thursday, June 30th Post-Conference Site Tours - Friday, July 1st
The agenda is available as PDF under downloads at the right side of the page.
Venue
The venue is not yet available for this event. Follow this event to be informed when the venue is available and stay informed on other changes.
Venue
The Mirage 3400 Las Vegas Blvd South, Las Vegas, Nevada 89109, United States Website: http://www.mirage.com Phone: 702-791-7111
Accommodation Welcome to where dreams come to play. Since day one, The Mirage has transformed the modern Las Vegas experience, and they'll never stop bringing you the best in entertainment, dining, hotel luxury and nightlife. Whether you’re enjoying a grand Las Vegas escape, a vacation with friends and family, or a business function, the Mirage is here to enrich your stay. From royal white tigers to a private oasis and an active volcano to The Beatles™ LOVE™, it's all right at the center of the Strip! Discover what dreams await you within The Mirage's tropical paradise.
Group Rate: We’ve negotiated a deeply discounted hotel room rate of $159 per night + 12% tax + $20 Resort Fee* (originally priced at $25) is specifically for the Call Center Week Attendees.
How to Book: To book your room, please identify you are part of the IQPC, 17th Annual Call Center group or use code IQPC16M to ensure the special rate (based on availability). The group rate is available three days pre and post event based on group rate availability.
Please make your reservation before Monday, May 30, 2016** in order to ensure you are eligible for the group rate. After Monday, May 30, 2016, hotel rooms will be offered on a space-available basis at the prevailing rate.
*The discounted Resort Fee includes: In-room wired and wireless high-speed Internet access Property-wide wireless internet access Access to the Fitness Center at the Mirage Spa (additional fees may apply for Spa Facilities) Daily newspaper (available at Impulse Store and at the Bell Desk) Notary services at the Business Service Center Printing of boarding passes at the Business Service Center, lobby Internet Kiosks and Concierge Copies and faxes at the Business Service Center (up to 10 copies or faxes in black & white only) Unlimited local and toll-free calls
**Historically the Call Center Room block has sold out prior to the cut-off date. To ensure access to the group rate and stay in the host hotel, we encourage you to reserve your sleeping room when you book you attendance for the show. Please note: We will never recommend, approve or appoint any third party rooming service to act on our behalf. Please be extremely wary if you are approached by any such companies. We will always endeavor to negotiate the best available rates for you so please use the Hotel´s website link/phone number provided.
