Fort Worth, TX | August 4-5, 2014
Share Insight and Best Practices with Top Colleagues
The 2014 Contact Center Executive Summit brings together accomplished leaders from across the industry to share proven strategies and innovative best practices.
The agenda offers 2 days of interactive discussion led by contact center executives tackling “What’s Next for the Contact Center?” What are the strategies, programs and tools that will enable the contact center to play a leading role in the success of the enterprise moving forward?
“The CCNG Executive Summit offers senior leaders in contact centers of every vertical an opportunity to have real-life discussions about strategy and challenges we are all facing in today's marketplace. As both a keynote speaker and attendee, it is imperative to stay on top of, if not ahead of, the opportunities for contact centers now and in the future. The Executive Summit is the perfect forum for this!”. -- Eileen May, Senior Vice President - Operations, Publicis Touchpoint Solutions, Inc.
Registration is by invitation only and strictly limited so please respond quickly if you’re interested in participating.
Registration Fee: US $995.00
Join us for a unique opportunity to benchmark with peers, refine programs, and explore new ideas.
Your event registration includes a reception and 1 ½ hour interactive tour of the Indiana Jones exhibit on Monday, August 4th. For additional information regarding the exhibit click here.
David Johnson, Sr Director - Member Services, Prime Therapeutics
As Sr Director of Member Services at Prime Therapeutics (Prime), David provides strategic direction and insight for all of Prime’s vendor operations and customer service centers to ensure the most cost-effective and efficient processes are in place. David plays a key role in managing and developing cross-functional process improvement plans at the company’s customer service centers nationwide. He has over 20 years of experience in the contact center business. Prior to joining Prime, he worked in leadership roles at several major corporations including Sprint, Matrixx Marketing, ORC International, and the M/A/R/C Group. He also gained experience as a national sales manager during his tenure at Technicomp, Inc., IBM Corporation and Harris/3M Corporation. David holds a Bachelor of Arts degree from John Carroll University in Cleveland, OH.
Amas Tenumah, Vice President Operations, Teleflora
Amas is a customer experience fanatic, and a self-described “contact center geek” specializing in contact center operations and customer experience strategy for a “twitter-first” century. He has spent the last decade managing contact center operations for companies like Coca-Cola, Convergys Corporation, and currently in his role as Vice President of Operations for Teleflora. Amas brings a unique perspective to the world of customer experience that he shares regularly at industry events and publications. He is also a proud dad and an avid Yankee fan who enjoys playing competitive soccer when home in Oklahoma City.
David Warner, Director Offsite Operations, Sutherland Global Services
Dave Warner is a 13yr employee of Sutherland Global Services and has held roles in Service Delivery and Business Development as well as Service Excellences. He has been the driving force behind Sutherland Global Services (SGS) Sutherland@Home business model for more than 6 years. Having successfully launched a remote workforce solution for SGS in FY2007, Sutherland@Home made a profit in its very first year of implementation and added 750 seats to its employee roster. Mr. Warner is the author of the whitepaper “Work at Home: Strategies for Success” and is a frequently-requested guest speaker at Work at Home conferences and is considered an expert on the remote workforce in the Americas.
Lon Hendrickson, Executive Director, CCNG Magnet Program
Lon is Executive Director of the CCNG Magnet Program—the Professional Peer Network (PPN) of contact center executives. Through the Magnet Program contact center leaders leverage top colleagues and award-winning organizations. Lon is a 20 year veteran in the customer care and customer support industry with a passion for helping industry leaders share knowledge and spread success. He is the author of numerous articles, blogs, and industry white papers. Lon is also the host of the Perspectives on Leadership webcast series featuring one-on-one interview with contact center industry executives.
Patrick Botz, Vice President of Workforce Optimization, VPI
Patrick Botz serves as Vice President of Workforce Optimization for VPI, a global provider of interaction recording, quality management and workforce optimization solutions for over 1,000 customers including 1-800-Flowers.com, AAA, CNN, Morgan Stanley, Bank of America, Wells Fargo, IBM and Delta Airlines. Leveraging more than a decade of field experience as a CRM practitioner, he focuses on the mission-critical-aspects of capturing customer intelligence and optimizing business processes and workforce performance. Patrick holds an M.B.A. from Pepperdine University and a BSE in Engineering from Arizona State University. His work has been published in several contact center industry periodicals including Call Center Magazine, Business Management, CRM Magazine, Customer Inter@ction Solutions, Connections Magazine, and ContactProfessional.
Two days of interactive discussion sessions led by contact center executives tackling “What’s Next for the Contact Center?” What are the strategies, programs and tools that will enable the contact center to play a leading role in the success of the enterprise moving forward?
- What programs, strategies and initiatives have had the greatest impact in the organization and how will you take them to the next level?
- What priorities are driving new initiatives: improving the customer experience, delivering value to the enterprise, driving efficiencies, building agility into operations?
- How should we address the accelerating pace of change? How far and how fast should we move to address rising customer expectations, expanding channels, and new technologies?
These discussion sessions will review past initiatives and future plans, share insights and lessons learned, and offer benchmarks for comparison. Please join us and add your voice to the discussion and your knowledge to the 2014 Contact Center Executive Summit.
"The Contact Center Executive Summit is a 'must-attend' event for anyone who manages a contact center. This two day event contains valuable information on new call center processes and technologies, as well as best practice sharing from successful contact center leaders. I always return to my center recharged and revitalized with new ideas and plenty of inspiration!" -- Candace Kothmann, Director Contact Center Operations, Texas Workforce Commission
This year's Executive Summit event will be held at the Fort Worth Museum of Science & History in Fort Worth, TX. Following the Executive Summit event on Monday evening, August 4th, we will participate in an interactive tour of the Indiana Jones exhibit. This is an experience you'll never forget!
We have reserved a block of rooms at The Worthington Renaissance Fort Worth Hotel for $169 per night. We have also arranged for a shuttle to transport you from the hotel to the Fort Worth Museum of Science & History should you require transportation.
Reserve Your Room: CCNG Executive Summit
To receive this reduced room rate at The Worthington, you must reserve your room prior to July 11, 2014.