Agenda

Agenda2019-04-10T14:00:16-04:00

Agenda Subject to Change

Track Abbreviations

QMW: Quality Monitoring Workshop
DRW: Data Reporting Workshop
TECH: Technology Track

Sunday’s Agenda
Monday’s Agenda
Tuesday’s Agenda

Sunday, April 14

12:00PM – 5:00PM

Registration

12:00PM – 2:00PM

HKT Teleservices Engagement Center Tour (Additional registration required)

2:00 PM – 4:00 PM

Community Leaders Forum

1:00 PM – 2:30 PM

Student Session

4:30 PM – 6:00 PM

First-Timer/New Member Orientation

6:00 PM – 7:00 PM

Welcome Reception

Monday, April 15

Morning

7:30 AM – 8:30 AM

Breakfast

9:45 AM – 10:00 AM

Networking Break
In the Solutions Lounge

11:00 AM – 12:15 PM

Afternoon

12:30 PM – 1:45 PM

Networking Lunch

3:30 PM – 4:00 PM

Networking Break
in the Solutions Lounge

4:00 PM – 5:00 PM

7:00 PM – 11:00 PM

Tuesday, April 16

Morning

7:30 AM – 8:30 AM

Breakfast

8:45 AM – 9:45 AM

General Session Keynote

Pete Blackshaw, CEO of Cintrifuse; Former Vice President of Digital Innovation & Service Models at Nestlé, S.A.

9:45 AM – 10:00 AM

Networking Break
In the Solutions Lounge

10:00 AM – 10:45 AM

10:45 AM – 11:00 AM

Networking Break
In the Solutions Lounge

Afternoon

12:30 PM – 1:45 PM

Networking Lunch

2:00 PM – 3:30 PM

Workshops

DRW: Reporting for Senior Management
Newell Brands, E&J Gallo Winery

QMW: Agent Coaching & Training
Bark Box, Ann Inc., C3i Solutions

TECH: Consumer Compensation and Gift Card Strategies and Alternatives
CIC, Crayola

TECH: Take it to the Cloud: Customer Call Experiences with the Latest Technology
Jabra

Complaint Workshop: Consumer Complaint Management Session
RQA, Blue Diamond Growers, Blount Fine Foods, Premiere Response, Newell Brands

 

3:30 PM – 4:00 PM

Networking Break
in the Solutions Lounge

5:00 PM – 5:30 PM

Wrap Up Celebration

7:00 PM – 10:00 PM

Social Finale

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