What is Customer Contact Week?Started in 1999 as Call Center Week, CCW is the world's largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018 we introduced our new look as Customer Contact Week.
Our StoryBack in 1999, manufactured "boy bands" were dominating the charts, the Yankees were in the midst of yet another dynasty, more than half the country was tuning into "Must See TV" every Thursday Night, and of course Call Center Week was born!
Call Center Week was a harebrained idea created to provide 80+ call center managers with an annual event to discuss best practices in agent training, emerging call center technology, performance metrics, quality assurance, cost reduction and other critical customer service priorities.
Fast forward almost 20 years. While at first glance it may seem as if we are still looking at similar priorities, so much has changed in our industry... and as a result so have we!
CCW now serves more than 3,000 attendees annually!
How Have We Evolved?With the emergence of multi channel and then followed by the omni channel boom, it was clear that this was no longer your father's call center. As service operations adopted new, more representative terms to describe their function from contact center to engagement center, it was clear that the customer service operation was going through a transition.
...and this transition would serve as the centerpiece for customer loyalty, retention, and brand differentiation for years to come.
And it would only continue with the convergence of the customer experience function and contact center operation to form a holistic, end-to-end customer interaction.
Call Center Week was born in 1999 and now Customer Contact Week is born again in 2018!
Who Are We Today?CCW is brought to you by the Customer Management Practice - the Analyst, Advisor, and Industry Network for all things Customer Management. Customer Contact Week (CCW) will continue to be the place where customer care, CX, and contact center leaders come together... only now with a new look, more inspiring speakers, more educational content, more community-oriented networking, and the same unforgettable experiences!
Our "Since 1999" Keynote:
- Jenn Lim, CEO & Chief Happiness Officer, Delivering Happiness
- Donna Drehmann, Director of Customer Experience & Training, Postmates
- Heidi Munc, AVP, User Experience, Nationwide
- Kelly Steele, VP Customer Experience, Freddie Mac
- Lisa E. Griffin, VP Patient Access, Vanderbilt University Medical Center
- Kendal Jolly, Managing Director, Culture and Brand Awareness, Toll Brothers
- Jared Benesh, Executive Director of Contact Center Technology / Product Strategy, Quicken Loans
- Kris Crichton, VP Sales and Account Management, Equifax
- Jake Petersen, VP, Customer Experience, MoviePass
Site Tour Experience Day
- Tuesday, January 15Pre-Conference Day
- Wednesday, January 16Main Conference & Expo
- Thursday, January 17Main Conference & Expo
- Friday, January 18
201 8th Avenue South
Nashville, TN 37203
Phone: (615) 291-8600
Music City's newest luxury hotel, the sparkling JW Marriott Nashville, embodies the vibrant soul of the city with 533 perfectly appointed guest rooms and suites, a trio of stylish new restaurants, including award-winning Bourbon Steak by Michael Mina, 50,000 square feet of high-tech event space, a world-class Spa by JW and a collection of contemporary art that pays homage to the city's musical history. At one of the city's highest elevation points, the modern, 33-story glass tower offers stunning views from every vantage point and truly makes its mark in the Nashville skyline.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 provided.