NY / NJ / Philly Regional Contact Center Summit - November

PACE Regional Contact Center Summit
New York / New Jersey / Philadelphia

Understanding Compliance,
Improving Operations

Thursday, November 14, 2019

Hyatt Regency Princeton
102 Carnegie Center Drive
Princeton, NJ  United States  08540

Agenda

10:00 - 10:15 AM  Welcome & PACE intro - Stuart Discount
10:15 - 11:15 AM Keynote - Chris Malone
11:15 -11:30 AM Break
11:30 AM - 12:30 PM Session 1 - Overcoming Operational Challenges
12:30 - 1:15 PM Networking Lunch
1:15 - 1:45 PM Featured Solutions Providers
1:45 - 2:45 PM Session 2  -What Way are Regulatory and Compliance Pointing?
2:45 - 3:00 PM Break
3:00 - 4:00 PM Session 3 - Creating A Future-Ready Contact Center
   

 

Keynote Speaker
Chris Malone

Managing Partner
Fidelum Partners

 

The HUMAN Brand: Building Customer & Agent Loyalty in the Digital Age

As eCommerce has proliferated during the past decade, it seems that customer and employee loyalty have become more difficult to develop and sustain, especially in industries that have reduced their use of contact centers. Has the Digital Age failed to deliver the perfect world of commerce we were promised?  Chris Malone, co-author of The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insight on how to deliver contact center experiences that build both customer and agent loyalty in the Digital Age.

Key Takeaways will include:

  • The universal human perception process that drives loyalty with customers and guests
  • Why contact centers provide a secret advantage in the Digital Age
  • Real world examples of legendary customer and agent experiences that inspire loyalty 
  • Three imperatives for delivering experiences that inspire customer and agent loyalty in the Digital Age.
Member Registration
$59 for members

Non-Member Registration
$79 for non-members

Hotel Reservations
Hyatt Regency Princeton
Rate - $169

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