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Regional Event - Atlanta, February 2019

PACE Regional Contact Center Summit
Atlanta


Thursday, February 28, 2019
10:00 AM - 4:00 PM
Emory Conference Center Hotel
Atlanta, GA
Additional Speaker Information and Full Agenda Details Coming Soon!
 

Agenda

Time Session
10:00 AM - 10:30 AM Registration
10:00-10:15 AM  PACE Introduction
10:15-11:15 AM Keynote Speaker - Glen Wasser
“Making Love Out of Nothing at All – What I Learned Launching the First Resolution/Retention Queue at Comcast”.
11:15 AM-12:00 PM
Compliance

What every contact center manager, owner or director needs to know about compliance

Speaker
11:15 AM-12:00 PM Operations

What it takes to operate a first class contact center

Speakers
12:00 -1:00 PM Networking Lunch/Exhibit Hall
1:00-1:45 PM Compliance

How technology helps with compliance

Speakers
1:00-1:45 PM Operations

What a client expects of an outsourced partner

Speakers

1:45-2:45 PM Featured Solutions Session
2:45 - 3:00 PM Break
3:00-4:00 PM Afternoon Session:
    

Speakers

Keynote Speaker
Glen Wasser
Principal at Mount Vernon Consulting

Session Title: “Making Love Out of Nothing at All – What I Learned Launching the First Resolution/Retention Queue at Comcast”.
Session Description:  Regardless of whether it is goes by resolution, retention or save team, the growing reliance on this specialized contact center function is a proven winner for enhancing customer satisfaction, longevity and improved financial results.

After joining Comcast in 1996, Glenn Wasser had the opportunity to spend the next 22 years with the Company in both senior marketing and contact center roles.  He was the Senior Vice President and leader for over 2,500 US based agents handling Inbound Sales, Retention, and Outbound Telemarketing.  Glenn led the new Comcast initiative to establish dedicated contact centers focused on improving customer retention for all key lines of business.  This group delivered “Best in Class” results and established new internal benchmarks for maintaining customer revenue and revenue generating units.
 
As the Senior Vice President of Marketing, Glenn was responsible for all areas of acquisition marketing and new product launches.  During his tenure, Comcast successfully introduced digital cable services, Triple Play multi product bundles, an expanded portfolio of internet speed tiers, Xfinity Home Security, new Hispanic programming tiers and a wide range of new in-home equipment.
 
Before joining Comcast, Glenn held marketing and sales roles at Coca-Cola, Canada Dry, Suntory Waters and HoneyBaked Ham.  He and his wife Joan have two daughters, at least 2 Labrador retrievers and live in Atlanta.  
 

Member Registration

Non-member Registration

$79 Members / $99 Non-members

Hotel Reservations

Rooms are $179
 
 
Thank you to our PACE Regional Contact Center Summit Sponsors!

SUMMIT SPONSOR

PLATINUM SPONSOR